Latest travel updates

With the unprecedented situation we are facing with the Covid-19 crisis, the operating restrictions and new Covid-19 protocols 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 decided to cancel all holidays for the summer 2020 season, up to and including 31 October 2020.

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

If we have not received your preferred option for your cancelled booking 72 hours prior to your holiday departure we will automatically issue you with a refund credit note.

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 for the current selling price.

If you decide to move your booking to Summer 2021 and your holiday 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, 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.

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.