COVID-19 FAQs

Updated: 23rd February 2021 | 14:00

We’re doing everything we can to make sure the 2021 holidays you deserve goes ahead as planned, and we’re making preparations to welcome holidaymakers on-parc as soon as we can.

In line with the UK Government’s latest announcement, our opening for UK guests has been postponed on all parcs to 17th May 2021 at the earliest. If your holiday is affected, we will be contacting you in departure date order to confirm that your holiday can’t go ahead as planned and let you know your options. These will include amending to an alternative holiday with an incentive, taking a holiday voucher with an incentive, or receiving a full refund.

We’ve collated the latest guidance and answers to common questions below, so whether you’re booking or preparing for a holiday, you can be fully informed.


2021 BOOKINGS

What if I my holiday plans are affected due to Coronavirus/Covid-19?

If the FCDO advises against travel to your destination, or we decide your holiday can’t go ahead as planned, we’ll contact you at least two weeks before your departure date to give you the option of an alternative holiday this year or in 2022 with an incentive, a holiday voucher with an incentive, or a full refund.


What if I decide I don’t want to travel?

We understand you may be apprehensive about future travel. If holidays are operating as normal and no FCDO or other travel restrictions are in place when you depart, your holiday will be subject to normal booking conditions and cancellation charges will apply.

As part of our Peace of Mind Promise, you can amend your booking to an alternative date or destination in either 2021 or 2022. However, if you’d still prefer to cancel, please complete our cancellation form and we’ll process this for you as soon as possible.


Can I amend my booking to a later date?

If you are concerned about travelling on your current holiday dates you can amend your holiday to a later date in 2021 without paying any amendment fees or losing any money you’ve paid*. Please contact our team to see what your amended holiday pricing and availability will be. Holidays including travel services are subject to a suppliers conditions and may include an amendment fee.

2022 holidays are now on sale, which also gives you the option to transfer your booking to next year*. All the money you’ve paid for your original holiday will be moved to your new one, but if you have a holiday including travel services you will need to speak to our team to see if a transfer is possible with that supplier. 

If you transfer your holiday to 2022 within 6 weeks of your scheduled 2021 departure date, then should you later decide to cancel your 2022 holiday, we will need to carry forward the minimum cancellation charge that would have applied on the day you transfer. Minimum charges will be as follows:

Number of days before your 2021 holiday you transferred to 2022
Minimum cancellation charge as a % of holiday cost  if you later cancel your 2022 holiday*
42 days or more
Loss of deposit
41 - 29 days30% (if greater than deposit)
28 - 21 days50%
20 - 11 days70%
10 days or less100%

*Total holiday cost excludes insurance premiums, amendment fees, train and flight costs and any non refundable ferry deposits. Please note, the holiday transfer option is not available for promotional bookings, only for bookings made directly with us, either online or via our contact centre.


My 2021 booking was transferred from last year. Can I have a refund if it’s cancelled?

If we cancel your holiday due to travel restrictions, you will be entitled to a Refund Credit Note or refund, whichever you prefer.

If you no longer want to travel in 2021 you can choose to cancel your booking subject to the minimum cancellation charge agreed when you transferred your booking back in 2020. This charge will be based on the cancellation charges that applied on the day you transferred your holiday in 2020, detailed in the following table:

Number of days before your 2020 holiday you transferred to 2021
 
 In addition to retaining your deposit, the minimum cancellation charge as a % of holiday cost  if you later cancel your transferred holiday*
 
More than 84 days
Loss of deposit
29 - 84 days50%
22 - 28 days70%
14 - 21 days90%
Less than 14 days100%

*Total holiday cost excludes deposit paid, insurance premiums, amendment fees, train and flight costs and any non refundable ferry deposits.

If you want to transfer your holiday to 2022, you can do so without loss of any monies paid. In this situation, should you later decide to cancel, the same minimum cancellation charge will now be carried over to your 2022 transferred holiday. If you’re unsure what your minimum cancellation charge is please contact our team who can advise you.


Do I have to pay my balance for my upcoming booking??

If travel restrictions are in place when your balance is due, you can defer your final payment without cancelling your booking.

We’ll only ask you to pay your balance if we expect your holiday to go ahead.


I booked my 2021 holiday with a Refund Credit Note after my 2020 holiday was cancelled. Can I choose to cancel it now and reinstate my RCN to use another time?

Bookings made using a Refund Credit Note are under the same terms and conditions as a new booking. If you no longer want to travel in 2021, you can cancel your holiday subject to a cancellation charge (currently £99 more than 41 days before departure).


I’ve booked my travel arrangements myself separately but they have been changed/cancelled by the operator. Can I cancel without penalty? 

If you choose to cancel due to changes with your travel arrangements (such as flights or ferry travel) made with a company other than Eurocamp, you will incur cancellation charges. To avoid any penalties, you could transfer your accommodation booking to later in the year or to 2022.


REFUND CREDIT NOTES issued to you in 2020

What is a Refund Credit Note, and how does it work?

A Refund Credit Note entitles you to rebook a holiday at a future date, or receive a cash refund when it expires on 31st March 2021. It retains the financial protection that you had with your original booking, so there is no risk that you will lose the money you’ve paid towards your cancelled holiday. Find out more about Refund Credit Notes, here ›


Can my unredeemed RCN be used for a 2022 holiday? Will it be financially protected?

Yes, you can use your Refund Credit note to book a 2022 holiday. Your new holiday booked using a RCN will be financially protected in the same way as any other booking.


THE HOLIDAY EXPERIENCE

What measures will Eurocamp take to keep people safe on your parcs?

We’ve introduced enhanced cleaning and social distancing on all parcs to keep our guests and teams safe. Everything we are doing for your peace of mind once we open is covered in our All Points Protection Programme.


How will my holiday experience be different? Will there be any restrictions in place on the holiday parc?

At this stage it’s a little early to confirm all the measures that will be in place on every parc, but we’ll follow all local guidelines, and review our processes on a regular basis.

Based on the experience in 2020, we expect all our parcs will ensure social distancing is adhered to, and will maintain the enhanced cleaning routines introduced.

Individual parcs may adapt their facilities and procedures to keep guests and staff as safe as possible, and we’ll provide details of any changes on each parc page.


COVID-19 REQUIREMENTS

What happens if there are stricter travel restrictions for my holiday destination? (e.g. proof of vaccination, or evidence of testing)

We’re keeping a close eye on arrival restrictions in all countries. If your plans are affected by stricter entry requirements, then we will be in touch to discuss your options at least two weeks before your departure.

We’ll update this page regularly, but rules can change at any time, so we recommend visiting the FCDO website for the latest information.


We booked one accommodation with people from different households. What if this is forbidden in the country we go to?

If you are unable to share your accommodation with another household then we will contact you to discuss options, which could include removing some of the party from your booking, or booking another accommodation.


We will travel by car with people from different households. What if this is forbidden in the country we go to?

If this is the case, we will contact you to discuss options, including either reducing your booking to one household, or adding another ferry crossing.


What happens if I have a positive result within 72 hrs of my holiday starting?

We recommend you arrange adequate insurance cover for this kind of scenario, purchased at the time you book. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for this situation.


What happens if we go on holiday and our return home test is positive? Where do we self-isolate? Who pays?

We’ll do what we can to support and guide you in these circumstances. We strongly advise that you arrange adequate insurance cover from the time you book your holiday.

All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to Coronavirus.


What if my vaccine date is scheduled during my holiday, can I cancel with full refund?

Cancellation charges would still apply if you need to cancel for this reason. Some insurers may provide cover for this situation, so we recommend checking with your travel insurance company to check what help may be available.

As part of our Peace of Mind Promise, you can amend your booking to an alternative date or destination at any point up to 7 days before your departure date, without loss of any monies paid.