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Provence Holidays
Book with Confidence

Our Coronavirus Policy

 Updated 25th August 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,

To view our reviews on our service please click here

Our Covid 19 guarantee in more simplistic terms:

  • At time of booking

A deposit of 20% of the rental price is payable to secure your booking. We have reduced this deposit payment for the 2021 season from 35% normally.

  • Up to 8 weeks before arrival

Your balance payment is due.

In the event that a governmental body advises against or prevents you from travelling and your arrival date is more than 8 weeks away or you simply change your mind about travelling, you are entitled to reschedule your trip or receive a cash refund.

Please note that, if you opt for a refund, a €250 redeemable and transferable voucher (to cover administrative costs) which is valid for 24 months from your initial booking date will be deducted from your refund.

  • Within 8 weeks of arrival

If a governmental body advises against or prevents you from travelling, and your arrival date is less than 8 weeks away, we can defer your booking to another more convenient time. We will also be waiving all administrative fees for amending dates for bookings affected by Covid-19.

This means that you will not forfeit your booking payment.

We will prioritise your deferred booking over any new booking requests for the same holiday home.

Most importantly, you can still look forward to enjoying a luxury holiday in this beautiful region of the South of France.

Enhanced Hygiene and Cleaning Standards

In order to welcome our guests into a safe and reliable environment, we are working closely with property owners and welcome managers to help them deliver a Covid-19-friendly check-in. This includes meeting the enhanced hygiene and cleaning standards that are in line with current coronavirus advice as well as adhering to social distancing measures. Wherever possible, we also provide contactless cleaning/maintenance services and encourage owners to implement self-check-ins. Any questions or queries regarding our enhanced hygiene and cleaning standards can be directed towards our friendly customer service team at info@provenceholidays.com.

The terms below apply:

Terms & Conditions

For British citizens, your right to postpone or cancel your holiday will depend on the official advice from the FCO regarding the specific region in which your holiday rental is located. Please check this website for more information: gov.uk/foreign-travel-advice.

For foreign nationals, the right to change your dates will depend on whether you are free to travel to the specific region where your holiday home is located, as determined by the official advice from the governing body of your country of residence.

Date changes may be requested up to 8 weeks before your holiday start date.*

Bookings may be moved to any alternative available dates of equivalent monetary value or simply pay the difference.

The full balance will need to be paid 8 weeks before the holiday start date.

The option to move your booking must be taken by the day before your arrival date. Beyond this point, we are unable to move or refund your booking.

*If travel restrictions have been temporarily lifted, but then are reinstated again within 30 days of your holiday start date, we would work closely with the holiday principal to try to find a solution for postponement.

Further information on coronavirus:

Top travel tips in the wake of Coronavirus

  • We recommend that you get full travel insurance to cover you against any other disruptions that may happen. Your travel insurance should also cover you if your flights get cancelled or you can’t go ahead with any other services booked for your holiday. We recommend StaySure Travel Insurance. It is important that you familiarise yourself with the insurance provider’s terms in respect to holiday cancellations prior to purchase.
  • Will travel insurance cover you? Which travel insurance policy you should get? If you've already booked insurance - are you covered? All this and many more questions answered in this handy article from Money Saving Expert 
  • Check this website regularly before you travel, as advice changes all the time: https://www.gov.uk/foreign-travel-advice

FAQ's

What happens if we are advised we can't travel?

If the FCO (or another governing body) advises against “all but essential travel” to Provence, we will work with our property owners and welcome managers on your behalf to cancel or postpone your holiday in line with our Covid-19 guarantee. We recommend that holiday makers keep up to date with the travel advice for the country to which they are travelling.

What happens if I want to cancel my booking?

Provided you notify us at least 8 weeks before your arrival date, you will be able to cancel your booking and receive a refund minus the €250 redeemable and transferable voucher. Should you wish to cancel less than 8 weeks before your scheduled arrival date, and we manage to re-book the property for that period to another customer, we will refund your booking minus the €250 redeemable and transferable voucher. If you have specific reasons for not wishing to travel when there are no restrictions in place, we ask you to contact your travel insurers for information about cover.

If I can't travel, can I claim via my travel insurance?

We advise that you speak to your travel insurance provider if you have any questions or queries regarding their coronavirus policy. However, it is likely that travel insurance taken out before 15th March 2020 will cover the cost of any cancellation charges. We recommend that you get full travel insurance to cover you against any other disruptions that may happen. Your travel insurance should also cover you if your flights get cancelled or you can’t go ahead with any other services booked for your holiday. We recommend StaySure Travel Insurance. It is important that you familiarise yourself with the insurance provider’s terms in respect to holiday cancellations prior to purchase.

My departure date is within 8 weeks and the balance for my holiday is due. What should I do?

Provence Holidays act as Agents to the holiday Principal (usually the holiday property owner or welcome manager). When we collect a deposit to confirm a booking, we pay it over to the holiday Principal to ensure that the dates are held, so from that point onwards we are no longer in possession of your funds and therefore not in a position to refund them. Upon request, we can ask for a refund from the property owner or welcome manager on your behalf but neither party are contractually obliged to return your payment.

If my holiday is moved to another year will it be at the same price?

If your dates are successfully moved and your new booking will be fixed at the existing rate and won’t be subject to any potential price increases unless the new dates are in a different price band.

Why can't I just have a refund instead of moving my dates if within 8 weeks of arrival?

Provence Holidays act as Agents to the holiday Principal (usually the holiday property owner or welcome manager). When we collect a deposit to confirm a booking, we pay it over to the holiday Principal to ensure that the dates are held, so from that point onwards we are no longer in possession of your funds and therefore not in a position to refund them. Upon request, we can ask for a refund from the property owner or welcome manager on your behalf but neither party are contractually obliged to return your payment.

What if the owner or property manager is unable to accommodate my date change for any reason?

The vast majority of our bookings have been moved without issue. However, all deferred holidays are subject to availability and at the discretion of the property owner or welcome manager. Should a change of dates not be possible you will be issued with a credit note to the equivalent monetary value to use on any other Provence Holidays holiday home.

When I move my dates is there an option to book a different property?

Deferred bookings are only eligible to the original holiday home that you booked, as the deposit payment will have already been made to the property owner or welcome manager.

How are Provence Holidays handling Covid 19 as a company?

Provence Holidays are prioritising the health and safety of our staff, suppliers and customers first and foremost. Every member of the company is working from home, but we remain readily available during our standard business opening hours.

For health recommendations and travel advice, we are following official advice issued from the FCO and other international governmental bodies. We are closely monitoring the latest circumstances in order to provide high-quality and adaptive responses to our customers.

In these unprecedented times, every member of the Provence Holidays team is working extremely hard to provide fair and welcome solutions. We will continue to do our utmost to resolve each and every individual booking. We thank you in advance for your patience and your understanding.