Latest travel updates

 

Covid-19 promise - Winter 2020/21

We are looking forward to operating this coming winter and hopefully seeing some sort of normality return in 2021. However, due to the ongoing uncertainty with regard to Covid-19 and how it will affect both travel and our customers, and to give you some peace of mind, we have introduced greater flexibility for all bookings for the upcoming 20/2021 ski season.

• A low £75pp deposit
• Free amends up to 2 weeks before you travel
• Quarantine-free. We won't take you to destinations where we know you'll need to self-isolate or quarantine
• Covid-19 protection - if you or a member of your party is unable to travel due to contracting Covid-19 prior to departure you can amend your booking free of charge
• Refund guarantee - if we cannot operate your holiday due to Covid-19 restrictions you can choose another holiday or receive a full cash refund within 14 days.

Find out more about our Covid-19 promise.

 

Covid-19 information - Summer 2020

We have decided that we will not operate ANY holidays for the Summer 2020 season.

Our call centre team will be contacting all affected guests to discuss options available. If you have booked a Neilson Summer 2020 holiday due to depart before 31 October 2020 you can amend for free to the equivalent holiday in 2021 or any other holiday currently on sale, as long as you booked before 1 July 2020.


You’ll find all the information you need about your holiday in the sections below.

Our team are working as quickly as possible to contact all customers impacted by these changes. We are prioritising customers, working through in date order, so please be patient and we will be in touch as soon as we can.

If you need to, please contact us on 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.

Visit the FCDO website for their latest Coronavirus travel advice.

Visit the ABTA website for their latest travel advice and guidance for customers with existing bookings.
 

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.

 

 

 

What will happen if my holiday is affected?

Should I be worried about booking a holiday?

What will happen if there is an outbreak in resort?

 


What will happen if my holiday is affected?

You should check the FCDO travel advice for the country you are travelling to. Should their travel advice change to advise against travelling to your destination and your holiday is affected, we will contact you to discuss your options.

 


Should I be worried about booking a holiday?

We know this situation is causing uncertainty but rest assured that we would never operate a holiday unless it was completely safe to do so. If any travel restrictions are implemented to a destination you’re travelling to, we’ll get in contact with you as soon as possible to discuss your options.

 


What will happen if there is an outbreak in resort?

We have many years’ experience in operating hotels and activity programs, and have an excellent health & safety record; rest assured the safety and well-being of our guests and our team members remains our main priority, and we will work closely with all relevant authorities to minimise any health risk to our guests and team members.

 

Click here to see our full booking terms and conditions