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Coronavirus (COVID-19) Guidance

Issued: 22 October 2020 -1730hrs

Coronavirus (COVID-19) - your questions answered

We've been working hard to ensure your holiday can go ahead as smoothly and safely as possible, in-line with official government guidelines and introducing enhanced hygiene practices across our properties.

Below you will find a series of FAQs to help keep you informed, direct you to the most up-to-date information and give you peace of mind as you prepare to travel.

Your health and holiday experience are our top priority, so rest assured you're in safe hands.

When will I know if my holiday is going ahead?

Countries are beginning to ease coronavirus health measures at their borders based on scientific advice. This means passengers will now be exempt from self-isolation requirements when travelling to and from certain holiday destinations, and on arrival in the UK.

It's imperative you check the latest information from the Foreign, Commonwealth and Development Office (FCDO) regarding your holiday destination. Here you will find details on safety and security, entry requirements, travel warnings and any other guidelines that are pertinent to your travel arrangements.

To find out if your holiday destination is exempt from a 14-day quarantine, you can review the latest information on travel corridors here.

For the latest FCDO advice visit www.travelaware.campaign.gov.uk

For travel health information visit www.travelhealthpro.org.uk

For ABTA's latest advice and guidance visit www.abta.com/tips-and-advice/planning-and-booking-a-holiday/restarting-travel-guide-for-customers

If you are due to travel to Mainland Spain & the Balearics (excluding the Canaries), Portugal, Italy, France, Malta & Gozo, Croatia, Montenegro, Egypt, Turkey or the United States imminently, you can find more information here.

We are making contact with customers who are travelling to the above destinations who are effected by current FCDO advice and are due to travel within the NEXT 7 DAYS where we will advise their options, including moving holidays to a later date. We will be doing this on a rolling basis, prioritising those due to travel first.

What to expect on your James Villas holiday

What time do we check-in and check-out on our arrival and departure days?

To ensure the villa is sanitised and cleaned in line with local guidance and hygiene requirements , it will take a little longer than normal to get the villa ready for your arrival. You will be able to check-in to your villa from 16:00pm, while checkout is at 10:00am.

Will anyone access my villa or apartment during my stay?

None of our staff or suppliers will access your villa/apartment without your knowledge or consent. If you're staying at a property with a pool or garden, a maintenance person might be required to maintain the pool or tend to the garden.

Please be aware that people who are not travelling with you are not permitted to stay or visit you at the property.

Will a local representative visit me at the villa?

No, you will not receive a visit from a local representative. If you need advice or information while on holiday, please contact the 24-hour holiday helpline.

How often will the villa be cleaned?

To help limit the amount of people entering your villa, we will only be cleaning properties between each party's stay. If you require additional cleaning services throughout your stay, contact the 24-hour holiday helpline to discuss.

How often will the pool be cleaned and serviced?

To keep the pool operational it will be necessary for a maintenance person to visit during your stay. They will not need to enter the villa, but they will need to enter the grounds and pool pump area.

I have ordered a high-chair and/or cot for my child. What health and safety precautions are in place for these items?

All high-chairs and/or cots will be thoroughly cleaned and sanitised according to local guidance and hygiene requirements. The cot will remain in its carry case for you to set up on arrival.

I am staying at a Holiday Resort, what health and safety procedures are in place?

All our Holiday Resorts will be operating social distancing rules, as well as following official government guidelines and enhanced industry health and safety practices throughout the resort. Please check your Holiday Resort's official website for guidance and specific arrangements to be aware of prior to travel.

Will local amenities be open as usual?

To find out what is available to you during your holiday, it is important to check your holiday destination for the most up to date information.

For the latest FCDO advice for your holiday destination visit www.gov.uk/foreign-travel-advice

What if I, or a member of my party, develop symptoms while on holiday?

If you, or any member of your party begin to feel unwell, you should stay in the villa and seek medical attention if necessary. You should also notify our team via the holiday helpline.

What should I expect at the airport?

You will need to check your departure and arrival airports to ensure you are aware of their restrictions and practices in response to Covid-19.

Social distancing measures and other health and safety precautions might mean it takes longer than usual to make your way through the airport. Be sure to allow yourself plenty of time to get through security and board the plane.

What safety measures have the airline put in place?

Check directly with your airline carrier for the most up-to-date information on what to expect at the airport and on the plane. Some airlines will require online check-ins, plus on-board services may be restricted. Full details will be listed on their website.

If you are hiring a car…

All of the car hire companies we work with are vigilantly implementing enhanced cleaning protocols to ensure your safety. To find out exactly what preventative measures and practices have been put in place, please refer directly to the website of your hire car provider.

If you have booked a local transfer…

Transfer drivers will be adhering to local requirements and guidelines to ensure the safety of their passengers. It is important to remember you will need to look after your own luggage, as the driver will not be able to handle your luggage or assist you in carrying it.

If your journey includes a ferry transfer…

Boat, ferry and hydrofoil crossings may require a face covering to protect you, the crew and other passengers during your journey. In some instances you may need to submit to a temperature check and/or complete a health declaration. Routes are running at a reduced capacity to help with social distancing, so allow yourself plenty of time to board the boat.

How do I contact you during my holiday?

We understand you might be a little apprehensive about travelling in light of the current pandemic, that's why we'll provide you with contact details for our UK-based 24-hour holiday helpline.

We will also provide important contact information and details relevant to your holiday destination/resort 7 days before you are due to travel with us.

What should I pack?

Much like in the UK, many countries have adopted similar health and safety precautions. This means you will need to take face masks, gloves, hand sanitiser and anti-bacterial wipes with you as you travel. Be sure to check the government guidelines of your holiday destination to ensure you have everything you need before departure.

How do I find the local government guidelines for my holiday destination?

Government guidelines will vary from country to country, and will be different from those in the UK .

For the latest FCDO advice for your holiday destination visit www.gov.uk/foreign-travel-advice

What if I am unable to travel?

What happens if my travel plans are affected?

If the FCDO advises against travel to a destination and your holiday arrangements have been affected, we will get in touch and advise you of the options open to you.

Travellers are advised to regularly check the FCDO travel advice for the country they are travelling to, which includes a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website that provides specific travel health advice for countries.

What are the options if we're advised we can't travel?

If you've booked a package holiday with us, then you are protected under the Package Travel Regulations. If you have made your own arrangements, such as flights, car hire or airport parking, with a company other than James Villas, then you will need to speak to the service provider/airline you made the booking with. They will have their own policy in regard to how they manage these claims.

I've booked Villa Only with James Villa Holidays. Am I protected?

Customers who have booked accommodation only with us are not protected by the Package Travel Regulations. If the travel advice changes for the destination you are travelling to and your planned arrangements can no longer go ahead, we will look at the options available to you. Where the FCDO have not imposed restrictions on travel but local authorities have advised of local screening measures, you should contact your Travel Insurance provider to discuss your options.

My balance is due for my holiday. Do I have to pay this?

If you have received your balance due request, this is because your holiday is expected to go ahead as scheduled, so you will still need to pay your balance.

You should be reassured that if the FCDO advice means you are no longer able to travel, then you have the protections in place as detailed above, including the options to move your holiday to a later date.

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

Whilst you can of course cancel your holiday, please be aware that normal cancellation charges will apply.

If I am unable to travel, am I entitled to compensation?

You won't be entitled to any compensation, as the reason for the holiday not continuing is outside the control of James Villa Holidays.

I want to rebook my holiday. Will I be financially protected for the new booking?

When you book with James Villa Holidays, rest assured that your holiday will be fully protected through our ATOL and ABTA bonding. Our ATOL protects all customers booking a holiday with flights (package), whilst our ABTA bonding protects customers booking a holiday without flights. You can find out more at https://www.jamesvillas.co.uk/about-james-villas/atol-abta-protection

CONTACTING US

We will be reducing our opening hours to 9:00am to 5:30pm, Monday to Friday for the foreseeable future. Allowing our teams time to pro-actively contact those customers who are due to travel within the next 7 days.

Please note that our Head Office in Maidstone is currently closed and all staff are working from home. Please can we therefore ask that you do not send any post to the office.

We thank you for your patience and understanding at this time.

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