IMPORTANT UPDATE: We will not be taking incoming calls this Sunday, but we will be open as usual from 9am Monday 1st June. By not taking incoming calls, this will allow us to process the thousands of enquiries we have already received and to call back customers who need our support. The team will continue to monitor email and social channels where possible. Please bear with us, we really appreciate your understanding during these exceptional times.
Customer update: We are supporting tens of thousands of customers
who have had their holidays impacted by the COVID-19 public health measures.
These enquiries will take some time to respond to. Please ensure that you
continue to contact us through our official channels and we thank everyone for
their patience as we work through your enquiries as quickly as we can.
COVID-19 update: as at 29th May 2020
The safety of our guests, owners and employees is of upmost importance to us. In light of this, and in line with latest government guidelines, we have contacted all customers travelling up to and including 3rd July 2020 to let them know that, unfortunately, their holiday cannot go ahead as planned. We are accepting new bookings with an arrival date from 4th July 2020.
For customers with travel dates between 23rd March and 3rd July 2020
We’re offering the option to transfer your holiday online with an e-voucher, where
you’ll be able to benefit from our Price Match Promise when moving your holiday
to selected 2020 dates or a 2021 stay, or you can request a cash refund.
With an e-voucher you can transfer your holiday without having to call us. You should have received an email from Landal and either been issued with a holiday transfer e-voucher or been sent a link which allows you to request one. As a reminder, if you have not already received a transfer e-voucher and would like to request one, you can do so here. The e-voucher matches the amount you paid previously for the affected holiday and can be used online to make a booking with new holiday dates or towards an existing booking, without having to call us. The redemption deadline to use the transfer e-voucher has been extended to 31st December 2020 and the e-voucher can be used for 2020 and 2021 holidays. Please note that we will never ask you for voucher details on social media or over email. See full e-voucher terms here.
Price Match Promise provides great value when choosing to move your holiday to the same accommodation and same duration for a new date in 2020 or 2021, and the offer is available until 3rd July 2020 for customers who have a holiday start date on or before 3rd July 2020. Learn how to benefit from Price Match Promise here.
Alternatively, you may choose to obtain a cash refund of the amount paid previously for the affected holiday. Depending on your travel date, you will have either already received an email from us or you will receive an email with details on when and how you can request your refund. We would be grateful if you could refrain from contacting us until you have received those details. We are dealing with a high volume of requests and you being patient and waiting for your email instructions will allow us to deal with customers in a logical order and will make the process smoother and more efficient for all affected customers.
For existing customers with travel dates after 3 July 2020
At present, there is no indication that holidays after 3 July 2020 cannot go ahead. If you decide to wait and your travel dates were to be affected by public health measures such that your accommodation cannot be provided, you would at that point have a number of options available to you, including an e-voucher or a cash refund of the amount previously paid.
For existing customers with travel dates after 3 July and on or before 31 August 2020
who have yet to pay their full balance.
To give customers extra flexibility, we have changed their balance due date to just three weeks before their holiday is due to start.
If you decide to cancel your holiday before your new balance due date, we will waive your liability for the remainder of the balance. This means that no further amount will be collected from you in such event. Should you cancel on or after your new balance due date, you will need to pay the cancellation charges as set out in the cancellation charges table (according to the number of days before the start date of your holiday) which can be found in the booking conditions, as well as any applicable non-refundable charges (such as booking fees, admin charges or insurance premiums) to the extent already paid.
If you decide to wait and your travel dates were to be affected by public health measures such that your accommodation cannot be provided, you would at that point have a number of options available to you, including an e-voucher or a cash refund of the amount previously paid.
For customers looking to make a new booking
We are accepting bookings with a start date from the 4th July 2020.
Where can I find the latest guidance from the government?