Our Coronavirus Policy
Updated November 11, 2020
Book a Holiday with Confidence - Flexibility Guaranteed
Our hearts go out to our holiday makers, property owners and all those who have been affected by the coronavirus Covid-19 pandemic in what is an undoubtedly challenging time for us all.
At Provence Holidays, we take care to stay on top and adapt to the ever-changing developments and challenges caused by coronavirus in order to provide the highest quality customer service and holiday experiences.
We are delighted that many of our customers have enjoyed a holiday in 2020 in one our luxury properties and remain committed to welcoming more guests into our holiday homes during the rest of the year, wherever it is safe and sensible to do so.
We would like to reassure all of our new and existing customers that, if FCO (or international equivalent) advice changes and you are unable to travel at any time, you are protected by our Covid-19 guarantee and will never be out of pocket for any booking you make with us. Not only is our coronavirus policy more flexible and offers you more guarantees than that of our competitors, we believe it will provide some much needed reassurance to both you, our customers and our property owners.
We will work with our property owners and partners on your behalf to cancel or defer your booking as per our Covid-19 guarantee.
Heading to Provence in 2021?
Due to incredibly high demand and the deferral of 2020 bookings, many of our holiday rentals are already booked for 2021! We recommend that you book now to secure your preferred villa and dates for your next trip to Provence, safe in the knowledge that you are protected by our Covid-19 guarantee.
We look forward to helping you plan your next holiday in Provence in one of our hand-picked luxury holiday homes and would like to thank you for your continued support and patience during this trying time.
Remember as well as our Coronavirus guarantee you also always benefit from our price match guarantee, free concierge service and the ability to book by credit card.
Stay safe and à bientôt in Provence
Our Covid-19 guarantee:
The 4 scenarios linked to Covid-19 (effective on the start date of your stay) which may prevent you from going to your holiday rental:
- The government of your home country enforces a lockdown or closes its borders and prohibits all travel to France.
- The French government enforces a lockdown or closes its borders and prevents you from moving or travelling to France.
- The government of your home country decides, until the day before your stay, that you must quarantine.
- The French government decides, until the day before the stay, to quarantine the country or the geographical area of the property during your stay. Provided that you, as the tenant, do not decide to spend the quarantine in the reserved property.
If you cannot travel for at least one of the reasons detailed above, any cancellation requested at any time before the stay will be subject to a date change or a refund free of charge.
The most important thing is that you can still look forward to a luxury holiday in this beautiful region of Southern France.
Extended hygiene and cleaning standards
To welcome our guests in a safe and reliable environment, we work closely with owners and reception managers to provide a Covid-19 friendly check-in. This includes meeting improved hygiene and cleaning standards, which are in line with current coronavirus advice, and maintaining social distancing measures. Wherever possible, we also offer contactless cleaning/maintenance services and encourage owners to carry out self-check-ins. Questions about our improved hygiene and cleaning standards can be directed to our friendly customer service team at firstname.lastname@example.org.
The following terms and conditions apply:
Terms and conditions
For British citizens, your right to postpone or cancel your holiday depends on the official advice of FCO regarding the specific region in which your holiday accommodation is located. Please visit this website for more information: gov.uk/foreign-travel-advice.
For foreign nationals, the right to change your details depends on whether you are free to travel to the specific region where your holiday accommodation is located, in accordance with the official advice of the management body of your country of residence.
Changes of dates can be requested up to 4 weeks before the start of your holiday.*
Bookings can be postponed to any other available date with the same monetary value or simply pay the difference.
The full balance must be paid 8 weeks before the start of the holiday.
The option to postpone your booking must be exercised up to the day before your arrival date. After this date we can neither postpone nor refund your booking.
*If the travel restrictions have been temporarily lifted but are then reintroduced within 30 days before the start of your holiday, we will work closely with the holiday manager to find a solution to the postponement.
Top travel tips in the wake of the coronavirus
- We recommend that you take out full travel insurance to cover you against any other disruptions that may occur. Your travel insurance should also cover you if your flights are cancelled or you are unable to use other services booked for your holiday. We recommend StaySure travel insurance. It is important that you familiarise yourself with the insurance provider's terms and conditions regarding holiday cancellations before you take out the policy.
- Does the travel insurance apply to you? What travel insurance should you take out? If you have already booked insurance - are you covered? All these questions and many more are answered in this handy article from Money Saving Expert.
- Visit this website regularly before your trip, as advice is constantly changing: https://www.gov.uk/foreign-travel-advice
What happens if we are told that we cannot travel?
If the FCO (or other governing body) advises against "trips to Provence that are not strictly necessary", we will work with our owners and reception managers on your behalf to cancel or postpone your holiday in accordance with our Covid-19 guarantee. We advise holidaymakers to keep up to date with the travel advice for the country they are travelling to.
If I cannot travel, can I make a claim through my travel insurance?
We advise you to speak to your travel insurance company if you have any questions about their coronavirus policy. However, it is likely that travel insurance policies taken out before 15 March 2020 will cover the cost of any cancellation fees. We recommend that you take out full travel insurance to cover you against any other disruptions that may occur. Your travel insurance should also cover you if your flights are cancelled or you are unable to take advantage of other services booked for your holiday. We recommend StaySure travel insurance. It is important that you familiarise yourself with the insurance provider's terms and conditions regarding holiday cancellations before you take out the policy.
If my holiday is moved to another year, will it be offered at the same price?
If your appointments have been successfully rescheduled, your new booking will be at the existing rate and will not be subject to any potential price increases, unless the new appointments are in a different price range.
What if the owner is unable to accommodate my schedule change for any reason?
The vast majority of our bookings were postponed without any problems. However, all postponed holidays are subject to availability and at the discretion of the owner or welcome manager. If it is not possible to change the dates, you will receive a credit note for the corresponding monetary value, which you can use for any other holiday home of Provence Holidays.
If I change my dates, it is possible to book another holiday rental?
Deferred bookings are only allowed for the original holiday home you booked, as the deposit has already been paid to the owner of the property or the reception manager.
How does Provence Holidays deal with Covid-19 as a company?
At Provence Holidays, the health and safety of our employees, suppliers and customers are our top priority. Every member of the company works from home, but we are always available during our normal business hours.
We follow the official advice of the FCO and other international governmental agencies on health recommendations and travel advice. We closely monitor the latest circumstances in order to provide our clients with high quality and adaptable responses.
In these unprecedented times, each member of the Provence Holidays team is working extremely hard to provide fair and welcome solutions. We will continue to do our best to resolve every single booking. We thank you in advance for your patience and understanding.