With the gradual easing of lockdown across the UK, the mandatory 14-day quarantine for arrivals into the UK has been removed for approved countries and there have been tentative steps to re-start overseas holidays within Europe.
We have been closely monitoring developments both in the UK and of course in our destination countries where we operate. Having reviewed operations and new Covid-19 protocols carefully, the restrictions we would have to adopt are extensive. There would be a significant impact across the activity programme and kids clubs, as well as how we run the hotel, the dining experience and allow you to use leisure facilities like the spa, gym and pool – the key elements of a great Neilson holiday experience.
We have therefore reached the difficult decision that we will not operate ANY holidays for the Summer 2020 season.
Affected guests have the following options available, providing you with peace of mind and flexibility over when you travel.
1. You can amend your booking for free to a holiday in 2021.
If you decide to move your booking to the same holiday for Summer 2021, we will honour the price you have already paid. If you choose an alternative Summer 2021 holiday and it is cheaper than the one you originally booked, you will pay the lower amount. If you choose a holiday that is more expensive than your original booking, you will need to pay the difference in price. Please note, in either circumstances you will need to pay the difference where a child or infant will no longer be subject to child/infant pricing on the new booking. Please note new bookings made after 1 July 2020 for summer 2020 holidays do not benefit from the flexible cancellation policy for S20.
2. If you choose not to amend your booking, we will refund you for the amount you've already paid to us.
We will endeavour to pay your refund as quickly as possible, however we are working through a large volume of refunds at present so the process may take longer than usual. Please do bear with us through this period.
3. If you have already received a Refund Credit Note, we will be in contact to issue you with a cash refund.
We are currently working through a large volume of refunds in departure date order, so please bear with us as the process may take longer than usual.
Our call centre team will be working as quickly as possible to contact everyone with a a departure date up to 31 October 2020, discuss your options and handle any changes. Alternatively, use our online form below and our team will process your change as soon as possible and provide you with updated holiday documents.
You can request your amendment online here
Following government advice our call centre team is working from home, so it might not be as easy as usual to get in touch with us, but our team will be working as quickly as possible to contact. We are prioritising customers due to travel in date order, so please be patient and we will be in touch as soon as we can.
If you need to, call 0330 838 1722. You can call between: 9am - 5.30pm (Monday to Friday), 9am – 5.00pm (Saturday) and 10am-4pm (Sunday). Alternatively please use our webchat service.
If you booked with a third-party travel agent, you’ll need to contact them directly.
Should you decide to cancel rather than amend your holiday, our normal booking terms and conditions continue to apply.