CORONAVIRUS (COVID-19) GUIDANCE

Updated: 28th July 2020 | 12:00

TRAVEL TO ITALIAN AL FRESCO HOLIDAY DESTINATIONS

The DFA has made all Italy exempt from the guidance against non-essential travel, and you won't have any restrictions on movement on your return to Ireland.

If you are travelling to any Al Fresco Italian destination, we’re excited to say your holiday will be able to go ahead as planned, and our on-park teams have been busy making preparations to make sure you have a safe and happy holiday this summer.

TRAVEL TO ALL NON-ITALIAN DESTINATIONS

The DFA currently advises against non-essential overseas travel travel to all Al Fresco Holiday destinations, with the exception of Italy, due to the coronavirus outbreak.

If you’re due to travel, we understand you may be apprehensive. We’re hoping to be able to travel again soon, but if that’s not possible we’ll contact you at least 10 days before your departure date. Whilst the current uncertainty remains, you can transfer your holiday to an alternative destination or date in either 2020 or 2021 without paying any amendment fees or losing any money you’ve paid (although you may incur extra travel costs).

If your holiday can’t go ahead, you will receive a Refund Credit Note for the value of the money paid, fully protected by the Irish Government for six months from the date of issue. It can be used to book another holiday in 2020 or 2021, within six months of issue. Find out more about Refund Credit Notes ›

Our Parks for 2020

Many of our parks have been welcoming guests from continental Europe since June. Unfortunately following the significantly later start to the season, we’re having to temporarily scale back some of our operations for 2020, and will no longer be operating on a number of parks in 2020. The list of parks we are no longer operating for 2020 include:

• Camping Riu

• Le Mediterranee Plage

• La Garangeoire

• Yelloh! Village le Pin Parasol

• Village de la Guyonniere

• Sol a Gogo

• Sant’Angelo Village

• Montescudaio

• Tonnara

• Portofelice

We are currently in the process of contacting all customers due to travel to the affected parks.

Contacting Us

Before you contact us, please read our answers to frequently asked questions below or use our Coronavirus chat bot via the live chat links on our website. We’re receiving an exceptional volume of enquiries so our response times are much slower than usual.
Our office is currently closed to protect the health and safety of our colleagues following Government advice.

We have a team working from home and have now reopened our live chat. At the moment we’re unable to take calls, although we hope to be able to speak to you on the phone very soon. If you need to contact us after reading the FAQs, please use live chat Monday – Friday 10am – 4pm or email us at customerservices@alfresco-holidays.ie. 

Common questions:

How can I stay up to date with the latest travel advice?

We advise all customers to stay up to date with the government advice: https://www.dfa.ie/travel/travel-advice/

The European Union have also created a website with the latest information for travelling to each European country, and with links to country specific Covid-19 guidance: https://reopen.europa.eu/

You can also refer to the consumer advice issued by Citizens Information https://www.citizensinformation.ie/en/consumer_affairs/travel/travel_plans_and_covid19.html

I've booked my travel arrangements myself. Am I protected?

For any travel arrangements (such as flights, ferry travel or car hire) made with a company other than Al Fresco Holidays, you need to speak to the service provider/airline you made the booking with. They’ll have their own policy for managing these claims.

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

If holidays are operating as normal and no DFA travel restrictions are in place for when you depart, your holiday will be subject to normal booking conditions and cancellation charges will apply.

To reassure you about travelling this year, we’ve been taking a look at every stage of your holiday and we’ve made appropriate adjustments for your safety and peace of mind

If you’d still prefer to cancel, please complete our cancellation form, and we’ll process this for you as soon as possible.

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. Any new holiday booked using it will also be financially protected.

How to use it:

1. Choose the holiday you’d like

2. Select the ‘COVID-19 Credit’ option at the payment stage.

3. Our team will then apply your credit to your new booking and send you an email confirming they’ve done this. Please allow us 14 days to complete this process for you.

If your original holiday was scheduled to depart from 16th July 2020, and you choose a holiday with a higher value in 2021, we’ll apply an additional bonus to boost the value of your Refund Credit:

• €100 off - if you have paid €99 towards your current 2020 holiday

• €200 off - if you have paid €100 or more towards your current 2020 holiday

My holiday has been cancelled and I'm not able to change my dates or accept the Refund Credit Note you have provided - how do I request a refund?

You can request a refund if you’re unable to find a suitable date to amend your booking to, and unable to accept a Refund Credit Note. In order to do so, please contact our team on 020 206 3010 or via our online live chat service and we will be arrange this for you.

To date we’ve processed all refunds requested for holidays we cancelled that had a departure date in April, May and June 2020. We’re now working through any recent requests and aim to process all within 2 weeks of receiving them.

My balance is due, should I go ahead and pay?

Full payment will now be required 6 weeks before your departure date, instead of the normal 12 weeks. Please note our cancellation terms and conditions remain the same.

What measures will you take to keep people safe on your parks?

We’re introducing enhanced cleaning and social distancing on all parcs to keep our guests and teams safe. Government advice is changing all the time, and we will continue to keep up to date with the latest guidelines. Our health and safety procedures tell you everything we are doing for your peace of mind once our parks open.

What do I do if I’m on holiday and there is an outbreak on the park?

If there is an outbreak on the park where you are staying, our resort team will follow local authority guidelines. Please comply with any additional screening measures that are put in place. If you develop symptoms, however mild, please follow the guidance of the overseas health authority.

What precautions should I be taking?

We recommend reading the general advice for travellers from the National Travel Health Network and Centre (NaTHNaC).

We always recommend you travel with adequate insurance cover. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to the spread of Coronavirus.