Travel Advice – Coronavirus (COVID-19)

Information last updated 20th August 2020

On this page you can find updates and advice about travel during the coronavirus pandemic as well as information for customers who have an existing booking with us.

We regularly update this information, but we also recommend checking the Foreign and Commonwealth Office website for the latest travel advice.

Foreign & Commonwealth Office (FCO) updates & advice

20th August 2020: Update to advice against non-essential travel to Portugal

Portugal is now exempt from the FCO advice against all non-essential international travel; from 4am on 22 August, Portugal will be added to the list of countries where self-isolation on return to the UK is not required

15th August 2020: Update to advice against all but non-essential travel to France

The FCO has issued an update to advice for France and is now advising against all non-essential travel to France based on the current assessment of COVID-19 risks.

Travellers returning from France will now have to quarantine on their return to the UK.

We are contacting any customers affected by these changes.

28th July 2020: Update to advice against all but non-essential travel to Spain

The FCO has issued an update to advice for Spain and is now advising against all non-essential travel to Spain based on the current assessment of COVID-19 risks. The advice against all non-essential travel to Spain now also includes the Canary Islands and Balearic Islands.

Travellers returning from Spain (including the Balearics and Canaries) will now have to quarantine on their return to the UK.

We are contacting any customers affected by these changes.

22nd July 2020: Country specific entry requirements

Although there are no longer restrictions on travel from the UK to most European countries, there may be entry requirements at your destination country. It is important that you check these and be prepared before travel. Use the links below for up to date guidance:

Cyprus – Please note: From the 1st August 2020 all visitors from the UK to Cyprus must provide a negative COVID-19 test result on arrival, obtained within 72 hours before travel. Check the FCO website for the latest information.
France  – Update 15th August: FCO now advises against all non-essential travel to France
Greece
Italy 
Spain – Update 28th July: FCO now advises against all non-essential travel to Spain

Portugal – Update 20th August: From 4am on 22 August, Portugal will be added to the list of countries where self-isolation on return to the UK is not required. You will still need to provide your journey and contact details before you travel.

Country specific Coronavirus safety requirements

Prior to travel you should also ensure you are fully informed of the latest local Coronavirus safety requirements in your destination country. The FCO’s country specific travel advice provides this information covering topics such as face mask requirements and any restrictions on public spaces and services. Click your destination country below to view the published guidance:

Cyprus 
France
Greece
Italy
Spain

10th July 2020: Changes to Foreign & Commonwealth Office (FCO) travel advice

Following the latest changes to FCO travel restrictions, the ban on travel to several countries has been lifted.

New travel corridor exemptions are also in place for some destinations meaning that you will not have to self-isolate if you’re arriving back into the UK from these countries.

Tots to Travel destinations covered by travel corridor exemptions are:

Cyprus – Please note: From the 1st August 2020 all visitors from the UK to Cyprus must provide a negative COVID-19 test result on arrival, obtained within 72 hours before travel. Check the FCO website for the latest information.
France
Spain –  Update 28th July: FCO now advises against all non-essential travel to  Spain
Italy
Greece

Portugal
 is not yet included on the exempt countries list, and the FCO continues to advise against all but essential travel there. 

The FCO advice is constantly under review, so it is important to check the latest guidance for the country you are travelling to. Check the FCO website and sign up to their travel advice email alerts.

What to expect on your holiday

19th June 2020: Update to changes to facilities and services at Tots destinations

We’re not able to predict exactly how your particular experience may be impacted at the time of your travel dates due to the different restrictions and regulations being applied and/or lifted in response to the pandemic.  

However, it’s clear that there will be some differences in holiday destinations from that of pre-pandemic, certainly for the short term and possibly long term. 

For now, we have collated an outline of the most common adaptations we are being made aware of and that you are likely to encounter if you are travelling in the coming months and possibly beyond.

It’s really important to point out that any changes are likely to evolve and adapt over time and also that they do vary between destinations and therefore we are keen to stress that this information is meant to be a general guide only as we have no way of knowing exactly how individual destinations might be affected at varying times.

Where we have received specific information from resorts and destinations we have listed it below.

Guidance on General Covid-19 Precautions at Tots Destinations:

  • Social distancing measures will be in place. There will be reminders of this throughout resorts and in public spaces. Most of Europe have a 1 metre guideline rather than the 2 metre guideline in place in the UK currently.
  • Some resorts are adopting contactless check-ins to ensure social distancing is maintained.
  • Check in times may vary to allow for additional cleaning between guests. Generally this will mean check in times will be later than advertised as more time is spent cleaning between guests. Guests will be notified prior to arrival.
  • Outdoor swimming pools are open. Some have rules to limit the numbers of people swimming at any one time but generally the use of outdoor swimming pools is unaffected
  • Some indoor swimming pools may be closed
  • Sunbeds will be set out in line with social distancing and guests will either be allocated sunbeds or there will be cleaning protocol between guests to ensure hygiene 

Spa, Gym and leisure facilities

  • Spas, gyms and sporting facilities have restricted opening hours and due to social distancing, will have reduced numbers at any one time depending on the space available.

Kids facilities

  • Kids clubs will be closed or very limited. If use of a kids’ club is a key requirement of your holiday you should contact us to request further information about your specific destination.
  • Play areas will have additional sanitising protocol in place. Some will have regular cleaning staff others will have cleaning products which will be made for parents to use prior to their children using the play equipment.
  • Social distancing will apply to play areas and this means some play areas will restrict the numbers of children allowed at one time. Some equipment that is not possible to keep sanitised may be temporarily unavailable, for example sand pits and ball pits.
  • In resorts where Playmakers or other group activities for kids are provided, these sessions will be suspended temporarily.
  • Resort restaurants are open. They will be encouraging use of outside space and terraces. Tables will be socially distanced which may reduce the overall capacity in a restaurant from the usual numbers. In some resorts, buffets will be suspended in favour of table service. Some resorts are offering in villa dining as an alternative option if guests don’t wish to eat in the main restaurant.
  • Waiting staff, kitchen staff and bar staff will be wearing masks
  • Guests will not usually be required to wear masks when seated in restaurants
  • Hand sanitising facilities will be widely available
  • Staff will be wearing masks
  • Extra cleaning services throughout resorts and increased cleaning of accommodation between guests. This is likely to be evident during your stay.
  • For Tots guests, we have in place specific hygiene protocol for in villa essential kit equipment as well as toys and play items. These are developed specifically for families with small children so you can be assured that the items required by families have been sufficiently sanitised (Milton fluid) and ready to use and enjoy on arrival.

We’ll be publishing more details on this very soon.

Private villas will be less affected than resorts simply by the fact that guests are not sharing facilities or spaces with other guests during their stay. There are however rules and regulations around cleaning, linen changes etc.. that mean the changeover between guests will take longer.

Therefore it’s likely that your check-in time is later than advertised and it’s possible that your check out time may be earlier (but never unreasonably so). This is to allow time for the cleaners to prepare your property and ensure it has been sanitised to the highest possible standard for you stay.  We’ll notify you closer to the date of your travel if changes apply to your stay.

Nearby attractions, shopping, amenities, restaurants and bars will be following social distancing rules in accordance with local regulations. It’s possible that some are closed or operating reduced hours or with reduced capacity. 

Face masks for adults and older children are required in all public places throughout Europe. In some countries face masks are currently obligatory. We would advise you to familiarise yourself with up to date local rules in the destination you are travelling to before you go to ensure you adhere to the local regulations on arrival.

There are specific rules in place for young children under 5 who are generally not required to wear face masks and for under 3s are advised against wearing face masks.

We would also advise that you take your own face masks with you.  

You will find some useful information on the government website:

https://www.gov.uk/government/publications/how-to-wear-and-make-a-cloth-face-covering/how-to-wear-and-make-a-cloth-face-covering#wearing-a-face-covering

Resort Specific Information

Use the list below to find information provided by individual resorts detailing what to expect during your stay.

While we will do our very best to keep this information regularly updated, we must emphasise that restrictions and changes will continue to evolve and may vary for your planned travel date.

5 June 2020: Important notice regarding changes to facilities and services at Tots destinations

As the world starts to open up again and the possibility of travel is closer than it has been for some time,  it is unclear what restrictions holiday destinations will be required to have in place and what impact these might have on the holiday experience of guests.  Therefore it’s possible that some of the information on our website regarding services and experiences may temporarily be inaccurate.  Please read our Blog (below) How will my holiday be impacted in the C-19 era?

If you have any questions do please contact us.

How will my holiday be impacted in the C-19 era?

As we write (5 June 2020), the world is cautiously moving towards an easing in restrictions and in particular, the opening up of borders to facilitate travel and what is to many areas, the vital holiday trade. Whilst some restrictions are eased, others are tightened as the world navigates it’s way back to where we all left off just a few months ago.

This trend is happening at different rates across the world and of course restrictions – and the rate at which they are lifted – will apply at both departure and destination point.

It is therefore very difficult to make any predictions or assumptions on how your own experience may be impacted.  

However, it would be unrealistic to think that in the short term at least, the experience at any of our Tots destinations will be identical in all respects to what you might have reasonably expected prior to this pandemic. 

We are all feeling the impact of adjustments and compromise in our everyday lives at home, from queuing in supermarkets, changes to our children’s schooling, to how we socialise with friends and family. 

Adjustments to how we holiday will be similarly unavoidable and we should all be prepared for that.  

It is likely that some experiences, services and facilities as described currently on the Tots to Travel website will be different – either not available, or modified in some way.  Where this is the case, you can rest assured that:

·        Such changes will have been made with safety and everyone’s health in mind

·        That the impact of such changes will have been minimised and suitable alternatives arranged where possible

·        That the time such changes are kept in place will be as short as is deemed sensible

·        Changes made will be consistent with regulations, best practice and common sense

Why don’t we change the website accordingly?

It is simply not possible to keep the website up to date with every change in the experience you may have – from the travel through to the accommodation and back again.  The main issue is with the rate of change, and how long changes are kept in place for.  It’s likely that things will continue to evolve at a very rapid pace as more experience is gained.  What is factually correct today, may not be tomorrow.

What we are asking our suppliers to do is to inform their customers of material changes to what they are planning to offer during the time of their stay, so that at least on the most significant points, you will be kept informed.   

We have also created a comprehensive cleaning protocol that will compliment those already in place to ensure that things have been thought about from a family perspective.

There will no doubt be other aspects of your experience – such as health screening at airports, social distancing measures and cleaning protocols – that you can expect as a matter of course without being specifically informed.  It remains to be seen to what extent these all form part of the new normal of travel.

If you wish to go ahead and make a booking, then do please contact us if you have any specific questions and our team will do everything they can to help you.

In the meantime, continue to check our blog which we’re updating regularly with the latest developments and communications that are relevant to both existing and new customers. 

Existing booking information and FAQs

30th June 2020: Update to bookings in the UK from 4th July

Following the recent announcement around lifting of certain restrictions in the UK, as of 4th July it will be possible to holiday in the UK.

Tots customers with a booking from 4th July 2020 onwards in the UK and who have not opted for a rebook option prior to the deadline of 16th June 2020 will now be able to travel as planned to their UK destination. Please log in to your Tots to Travel account to pay any outstanding balance.

We advise you to keep up to date with the guidelines which are frequently updated. You can find the relevant information here: 

https://www.gov.uk/government/publications/coronavirus-outbreak-faqs-what-you-can-and-cant-do/coronavirus-outbreak-faqs-what-you-can-and-cant-do-after-4-july

It is now possible to book UK accommodation with a departure date of 4th July 2020 onwards where availability allows.

Here’s some information about how we’re dealing with the disruption to travel plans that many of our guests are currently experiencing.

Also included here are the answers to some Frequently Asked Questions we’ve received recently, plus full details about the reschedule option we’re offering some guests at this time.

We’ll be updating this regularly so please do keep checking from time to time.

We’ve had some really wonderful feedback from a great many of our guests and we’re delighted that for the majority of customers, our communications, processes and advice are working well.

Of course, it’s inevitable that there will be a small number of instances where we are unable to meet the expectations of people with specific cases and for those we are disappointed not to be able to satisfy individual requests.

As we endeavour to resolve issues to the satisfaction of every customer as fairly and consistently as we can, we would like to assure all guests that we continue to work 100% within our standard terms and conditions of booking and that we have not altered our terms negatively in any way due to the Covid-19 outbreak.

Existing booking FAQ’s:

We have been in email or telephone contact with all our customers so you should now have had some contact from us.

With regards amendments or cancellations to bookings we are dealing with bookings that fall a maximum of 4 weeks in advance on a rolling basis.

This is because none of us have very much information or foresight as to when the current travel restrictions will ease and we can’t currently predict how bookings much further than a few weeks in advance are likely to be impacted.

The FCO have imposed travel restrictions indefinitely and travel in the next few weeks (May/June) certainly looks unlikely, but as the restriction is ‘indefinite’ it could of course be lifted at any time so we can’t and shouldn’t assume that all bookings in 2020 will be disrupted and we hope that’s not the case.

As we approach 4 weeks to go to your booking dates we’ll be in touch with advice on what to do next which of course will be very much dependent on the restrictions in place at the time.

If you haven’t had an email from us we suggest you first check your inbox and your spam folders in case it has found it’s way into a different folder. Also, please ensure the inbox you’re checking is the one that is connected to your booking with us. This could be a work or personal email address.

If you still can’t find any contact please email us at enquiries@totstotravel.co.uk

Unfortunately it looks like travel throughout May will face disruption. We have emailed all customers with a departure date that falls in May with the options that are available to them.

This includes offering guests the option to reschedule dates into the future (with priority booking), to assist with appropriate documentation for insurance claims or cancellations and refunds where terms and conditions allow. There are a great many variations depending on dates, whether a balance has been paid yet or not and where a guest is due to travel to and these all impact the options available. You can be sure that the options we’re offering you are relevant to your specific booking.

We’re all seeing some positive if small changes in our daily lives as lock down restrictions are eased slightly which is very welcome. However, the FCO restriction on all but essential travel remains in place indefinitely and there are few signs that travel will resume in the next few weeks. Unfortunately it looks like travel in June will also face disruption. We have begun emailing customers (as of Friday 15th May) with a departure date that falls in June with the options that are available to them. You should expect an email no later than 4 weeks prior to your departure date. 

This email includes offering guests the option to reschedule dates into the future (with priority booking), to assist with appropriate documentation for insurance claims or cancellations and refunds where terms and conditions allow. There are a great many variations depending on dates, whether a balance has been paid yet or not and where a guest is due to travel to and these all impact the options available. You can be sure that the options we’re offering you are relevant to your specific booking.

We are currently in the process of emailing all customers with a departure date in July or August 2020 with the following options.

Whilst FCO travel restrictions currently remain in place there are an increasing number of reports and signals that travel in July/August could go ahead and this could impact your booking.

Despite the easing of lockdown and all the reports relating to travel, until there is news that the FCO plan to lift restrictions we aren’t able to predict with any certainty what the status of travel will be in July or August.

For some, the prospect that travel will go ahead will be welcome news and you’ll be feeling very excited. For others it brings further uncertainty and feelings of apprehension.

We understand this and want to help.

For July and August bookings

Option 1: If you would prefer to reschedule your July or August departure date into a future date you can choose to do so now, regardless of whether there is an FCO restriction in place or not at the time of your departure date.

If the restrictions are lifted between now and the time of your travel dates, you do not have to take up your original booking dates.

Instead, we’ll give you flexibility to travel at a later date. If this is your preference, you must inform us by June 15th 2020.

UPDATE: We are extending the deadline to June 17th 2020. There will be no further extension following this update.

This option would suit:

  • Families who don’t wish to travel due to safety concerns or family health issues
  • Families who would not want to be subject to potential quarantine regulations that may or may not be in place at the time of their travel
  • Families not willing to accept that there could be changes to their experience as Covid-19 regulations may mean certain facilities are withdrawn or altered at their destination
  • Families who may be impacted by a change in service of their transport provider e.g airline/ferry 

Alternatively,

Option 2: If you would like to travel in your original dates, do not opt to reschedule and instead you can wait in the hope that as we get closer to the date of your departure, FCO restrictions are lifted so you can travel as planned. We’ll be extending the balance due date to 14 days prior to departure date to give you as much opportunity to travel as possible, whilst also giving the suppliers adequate chance to prepare for your arrival. 

More information on these options:

I already know that I won’t want to travel in July or August even if it’s possible to do so’

In the case of delaying your July/August date, we’ll give you first option on the equivalent dates for 2021 and simply transfer your booking with no fee or supplements. For example, a July 25th 2020 booking would transfer to July 24th 2021.

If you wish to explore different dates entirely you can do but this will take us longer to process as we give priority to those making an equivalent dates swap and we will have to offer you availability around existing bookings. We will do our best to help.

If travel is possible, I will want to take up my booking’

If the FCO restriction is lifted and your travel plans can proceed we’ll request a balance payment (if one is due) at 14 days prior to departure.

If you wish to travel, don’t opt to rebook. We can’t of course guarantee that travel will be permitted but if it is you will be required to pay your balance. Option to rebook will not be available after June 15th 2020.

All our suppliers are currently conducting deep cleans and putting extensive hygiene protocols in place in line with all local, national and international guidelines to ensure that when travel is possible, they are up and running ready to welcome guests.

‘What happens if I wait but can’t travel because FCO travel restrictions remain in place?’

If at 14 days to your due departure date and an FCO travel restriction remains in place, we’ll be in touch to give you the options available to you. Those include, offering a rebooking option, help with insurance documentation if required or refund where eligible and in line with resort terms.  Please refer to individual cancellation terms for the property or resort you are travelling to.

If at 14 days to your due departure date an FCO travel restriction remains in place, we’ll be in touch to give you the options available to you. Those include, offering a rebooking option, help with insurance documentation if required or refund where eligible and in line with resort terms.  

Please refer to individual cancellation terms for the property or resort you are travelling to.

The plans around quarantine remain highly uncertain. However, if the FCO restriction is lifted then travel is permitted regardless of any quarantine requirements that may or may not be in place. If you then choose not to travel because you don’t want to quarantine on your return journey, then you would be cancelling your booking and the cancellation terms would apply to you (i.e you would lose your deposit).

It’s also unlikely you’d be covered by your insurance but please do check your policy). This is one of the reasons we are offering customers flexibility until June 15th 2020 to opt to rebook July or August dates into the future. Our advice is that if you are not comfortable with the risk of being subject to a quarantine regulation then you should opt to rebook your dates.  

Please see our blog at the top of this page for more information, but realistically, just as their are changes to our lives here in the UK, there will be changes to way that resorts and holiday accommodation can operate in the interest of our safety. 

These are currently evolving and will very much depend on when and where you are travelling to. July and August 2020 will almost certainly be impacted in some way, even if just a minor change. Our advice is that if you are not comfortable with the new measures that could well be in place then you should opt to rebook your dates and travel when things are more certain.

That said, in the event that a destination is so severely impacted that guests would not be able to have an enjoyable experience, we will take the decision to suspend travel. Clearly this would be a very subjective decision so we would take this decision in collaboration with the supplier and based on their ability to provide a wide enough experience and won’t necessarily be down to individual preferences. 

DEADLINE IN PLACE: We need to know if you’d prefer to change your July/August dates by June 15th 2020. 

If you don’t choose this option, we’ll assume that you are choosing to wait and see in the hope that you can travel. If at 14 days prior to your departure travel is possible, we will ask you to pay your balance. If travel is possible and between 16th June and the date of your departure you change your mind about travelling, you will lose your deposit if you decide not to take up your booking. 

It’s very much our aim and intention to offer as much flexibility as we can and we certainly don’t wish to enforce travel for those families who might not feel ready or be able to do so. We do need to know as soon as possible if it’s absolutely not your intention to travel so that we can inform the suppliers. 

We do also hope that this gives those that are keeping their fingers crossed for that much anticipated holiday, the very best chance of taking it.

If you have a booking from 1st September onwards and you wish to amend your booking you may do so under the standard terms and conditions of booking i.e. an amendment fee will apply.  This would include changes to dates, accommodation unit, number of guests etc. 

In normal circumstances a balance is due 10 weeks prior to the date of your departure. Given the uncertainty around travel currently, we have suspended all balance payments until further notice. Our hope is that this takes the pressure off customers who would otherwise have to decide about future travel plans without knowing if travel will even be possible. 

For bookings up to 31st August we have extended the balance due date to 14 days. From 1st September 2020 the balance due date is 4 weeks from date of planned departure. We’ll be contacting customers with advice on what to do next dependent on the restrictions in place at that time.

We are issuing insurance related documentation by return twice a week via email. As of 05 June 2020 we are fully up to date with all insurance document requests.

If you have requested this form before 05 June and not received it please check your email inboxes carefully (including junk and spam folders) and let us know if you haven’t received yours. enquiries@totstotravel.co.uk We will then re-issue in the next batch.

We are pleased to be able to offer some guests a reschedule (rebook) option for their booking. This means that we will alter your booking dates to a date in the future when it will be safer to travel.

If you choose to Reschedule (rebook) your booking dates for a future date you will also receive VIP booking status.

For many families who are facing disruption to travel plans, it’s a welcome option to postpone their booking to a later date and have something to look forward to. This is a simple and straight forward process.

 

Rescheduling a booking FAQs

Reschedule your booking dates for a future date and receive VIP booking status.

We’ll prioritise your date requests as soon as they become available and therefore beat the rush to the most popular dates as people no doubt rush to book up a well-deserved get away when the time comes

Currently, you’ll be offered a window of up to 18 months to choose a new date from. We are liaising with all suppliers to bring as much flexibility to you as possible.

There will be no fees associated with date changes under this option

Rescheduling to the equivalent (or thereabouts) dates in 2021 or for dates that fall in the same price bracket as your original booking, will not incur any additional costs even if the price shown on the website calendar is higher.

This is important because many guests are concerned that the same holiday will cost them more. We are aiming to prevent this by offering those that choose this reschedule offer a ‘price freeze’ when transfering like for like dates. More information about this is in the terms and conditions which follow below.

There are many reasons that families can’t choose like for like dates and we understand that. We’re happy to assist you in finding suitable alternative dates wherever we can. Alternatively we can assist with relevant documentation to enable you to make a claim on your travel insurance.

Currently, no one knows when travel will resume, therefore we feel that the wisest course of action would be to wait before we rebook your dates. When there is greater clarity around when flights will resume, varying country restrictions are lifted, we’ll be back in touch with you to confirm your new dates. It is of course our hope travel is possible for dates in 2020 but as the situation is still so uncertain, it would be pure speculation to guess at dates for this year. Instead we are suggesting families look to 2021 for great certainty. 

In the meantime, we’ll be optioning the equivalent dates in 2021 of your original booking for you to ensure you have first option on moving your dates with a straight swop (no extra cost). If those dates aren’t suitable we’ll work with you to find dates that are.

We have begun contacting customers to request date preferences for rebooking. We are strongly advising a straight swap into equivalent dates in 2021. We will assist with alternative date requests where possible. We are contacting guests by date order so please don’t assume that you are missing any communications on this.  Please note that no rebooking dates will be deemed finalised until current travel restrictions are lifted. 

Due to the volumes we’re currently dealing with, please wait to receive a communication from us. This will offer you the chance to request date changes that suit you. We will only be dealing with rescheduling of dates through this system. Reschedule requests through direct email, phone or social media will not be processed. This is so we can work through this process as logically and efficiently as possible. We thank you for your patience and assure you there is no urgency at this stage to confirm dates. 

Currently all our suppliers are planning to reopen just as soon as restrictions are lifted. If in the unlikely event your accommodation is not available for any reason we will offer you a suitable alternative that will be equal to or higher standard but without any additional cost to you assuming that equivalent date ranges are chosen.

We will happily accommodate all new additions at no extra cost! You will be required to add the extra name to the booking (once arrived and named of course!).

Bookings for May half term 2020 will be moved into May half term 2021 regardless of minor date changes. This applies to Easter too. 

The dates you’ll be offered will be the equivalent of your original booking. Therefore if you paid the peak price for Easter week, you will have the option on that same Easter week albeit the date may be slightly different from the original. If you original booking had Easter Monday in the week, your rebook will also have Easter Monday in the week. 

If you booked a week in 2020 during term time that in 2021 becomes a May half term week (for example) you will not be expected to take that premium priced week with additional cost, instead we aim to find you the nearest equivalent date to your original booking that falls in the same price bracket. Rest assured we will be looking to reschedule as fairly as practically possible.

We do understand the significance of May half term, Easter dates and more generally school holidays and will apply fairness and logic to the nuances this presents. This is not a simple task as you would imagine so we’d ask for patience whilst we work this out in everyone’s favour.

The balance to your booking will be due 10 weeks from the date of your new booking. We will not ask for the balance at the time of rescheduling your dates unless it is within the 10 weeks from date of departure. 

We do understand that there are a great many reasons that a simple postponement to a holiday is just not viable for everyone and that for some families the preferred route is to cancel holiday plans altogether.

The FCO have now imposed restrictions on all but essential travel indefinitely, which means that if you cancel your booking you should be able to claim all your travel expenses (not just your accommodation booking) from your travel insurance provider. We can help by providing you with the necessary documentation you will need to give to your travel insurance provider.

Advice when talking to your travel insurance provider: Don’t attempt to claim for a booking that is too far in advance. Whilst the FCO travel restriction is ‘indefinite’ this does mean that it can be lifted at any point so it’s likely an insurance provider will tell you it’s too earlier if you try to claim for a booking that’s more than 3 weeks in the future.

When you speak to your insurer, remember to tell them that your booking is NOT a package holiday and not booked with a tour operator and therefore is not protected under the Package Travel Regulations.

You will need to explain to your insurer that the booking terms with Tots to Travel as an agent do not allow for a refund.

Travel insurance is a condition of booking that you agreed to at the time of booking so it should not be the case that you do not have travel insurance. However, we understand that some people have not taken out insurance in time to cover themselves.

We may be able to offer you a reschedule of your booking to a later date under the reschedule terms outlined above. Please make us aware of this when we write to you at the 4 weeks from departure due date.

Where a booking is eligible for a refund under the terms of the resort and as specified on the website page of the resort you are booked for, it will take between 14-28 days to process. Thank you for your patience.

You can find the full terms and conditions that apply to your booking here. Terms and conditions

Full terms and conditions of re-scheduling a booking are here:

It’s sensible to point out that we must attach some conditions to this option and due to the fluidity of the current situation we do reserve the right to adapt these conditions if necessary. For instance, if the situation is further extended we reserve the right to extend the booking window.

Conditions for rescheduling your holiday accommodation dates include but are not limited to:

  1. Your new arrival date must be within up to 18 months of your original arrival date
  2. The reschedule offer is valid for the accommodation location and type, number of nights and for the guests named in your original booking only
  3. Where like for like dates or price brackets are chosen the booking will be directly transferable with no additional cost. For example, if you choose to change your booking date from 25 April 2020 to 25 April 2021 (or thereabouts), it will be a direct transfer. As long as the date you choose falls roughly around the same period or within the same price bracket we will apply the same 2020 pricing even if the price on the website for a ‘new’ booking is higher
  4. There are exceptions where dates such as Easter and bank holidays vary and where the price fluctuates accordingly. Our customer service team will be able to assist with finding suitable alternative dates at the time of rescheduling to ensure fairness is applied
  5. In the event you choose to reschedule dates that vary from your original booking dates and fall into a different price bracket that is more expensive than that of the original booking, you will be asked to pay the difference. An example of this would be if you choose to reschedule an April booking into August and therefore go from a medium price bracket to a peak price bracket
  6. The offer is subject to acceptance by the Owner and availability at the time of reschedule; we are unable to guarantee specific dates but will endeavour to do so
  7. In the case that the original accommodation is no longer available for bookings, we reserve the right to offer you alternative accommodation subject to availability at the time of reschedule and of equal or higher standard and value as your original booking
  8. No other offer may be combined with or attached to this reschedule offer
  9. This offer has no cash value, cannot be transferred and once rescheduled may not be amended
  10. Standard Tots to Travel terms and conditions apply

31st March Update – IMPORTANT ANNOUNCEMENT

The Tots office will be temporarily closed between 1-14 April 2020.

This is to give our wonderful team the chance to take a break. We will be back, rested and refreshed just after the Easter weekend and hopefully to start the much more positive task of re-booking everyone’s departures. 

Thank you for your patience whilst we take this break and for all the support and kindness you are giving us, it is truly appreciated.

In the meantime, the information below should help if you have any questions. 

 

31st March Update

We sent the following communication via email to all our customers on 30 March 2020:

For those that have received a number of emails from us in the past few days, apologies for yet another.  We are writing to everyone today to keep you up to date with the evolving situation, to address some common questions and to communicate how it may impact you in the future.

·        What is happening currently? 

o   As you will know, all travel across all destinations Tots serves is suspended; for the UK, FCO advice extends currently as far as mid-April, however this will no doubt be extended in due course. 

·        What are the implications of this?

o   Now all the families that had been stuck abroad are home (which is wonderful news) the main implication is uncertainty.  We know that families due to travel in the near term will almost certainly not be able to and even those with bookings for later in the year will be unsure.  There is more information below about how we are dealing with this for you. 

·        What are we doing about it?

o   Getting in touch: Like everyone else, our team is working from home and doing their best to answer everyone; we are asking you to use only one channel of communication (email) simply because some people were using 3 different channels to get in touch and this was causing delay and confusion.

o   Payments: We have delayed all balance payments until further notice: this is to protect you and to allow those of you with departures later in the year to make a more informed decision about your balance payment nearer the time of departure; we will be in touch around 4 weeks before your departure date with further advice relevant to the situation at the time so otherwise, there is no need to get in touch now.

o   Flexibility: We have negotiated with all our suppliers a far higher degree of flexibility than we would normally see and this – in line with the majority of the travel industry – is allowing us to offer everyone the chance to move dates in to the future.  We are not expecting you to specify when right now as there is no clarity – but the chance to get to the place you booked and paid for is still there if travel is not possible for your original dates.  You don’t need to do anything now – we will be in touch at the relevant point.

o   Insurance: We appreciate that for many families finances are an immediate concern and that you would want to reclaim your travel expenses as quickly as possible from your travel insurance provider rather than postponing your travel plans. We are advising people who would prefer not to defer their departure to refer to their insurance as FCO advice not to travel evolves (which is the trigger for most policies); we still feel this is the most certain choice at the moment for those that have a qualifying policy and are urging everyone to check theirs now.  Again, you don’t need to do anything right now – we will be in touch nearer your date of departure with instructions about how to get a confirmation letter from us to show your insurer.

o   Refunds: As departures approach, we are asking customers to consider the above options because we are not able to make refunds outside of the terms agreed at the point of booking. To be clear we are not choosing not to refund  – we are simply not able to because in the most part, the payments you make are made to the suppliers (property owners or agents) or the obligation to pay suppliers still remains.   

·        Thank you

o   Many people have kindly asked after us and the team here and shown a huge degree of compassion and support – THANK YOU – this goes such a long way.  We are doing our best to keep hope alive and to also support all our wonderful suppliers abroad who face the same levels of uncertainty we all do.  You can help us do this by deferring your booking rather than cancelling when the time comes to make that decision.

o   We are also temporarily much reduced in number here – government support in furloughing the team has been fantastic – and we have made a commitment to have everyone back as soon as possible. 

o   For those left and dealing with this all day by day, it has been difficult and sometimes dispiriting.  So as a short-term fix we will be taking a breather and giving everyone here a break for a week or so in order to spend some of this isolated time with our families and to come back fully refreshed after Easter.  Thank you in advance for understanding if there is therefore a short delay in replying to emails during this time. 

Wendy and I founded Tots to Travel 15 years ago, and never could we have foreseen this.  I hope this honest summary of the situation is useful, and we will continue to do all we can to mitigate the impact on you and our community.  

Thank you again for your forbearance and support as we feel our way through this crisis together.

 

24th March Update – Contacting Us:

Please be aware that we are currently dealing with enquiries by email only. This means that we’re able to prioritise queries by order of departure date and provide help and assistance to those with most urgent enquiries.  

We are, as you would expect, exceptionally busy and doing our best to answer all questions that customers have with depleted resource. Please note we are no longer replying to customers who contact us via multiple social media channels as this slows the response time down for all customers quite considerably.  

We would also advise that contact is made by the lead booking person so that we are able to match your enquiry to a booking more efficiently. 

17th April – 31st May 2020

This afternoon we emailed customers who are due to travel between 17th April and 31st May 2020. If your travel dates are due to fall in this period please check your inbox for our email for more information on the options open to you at this stage.

For customers due to go to Aphrodite Hills, Domes of Elounda, Pilot Beach, La Manga, Marthinhal Quinta and Martinhal Beach, Pine Cliffs, Vale d’Oliveiras and Zafiro Palace with a booking between 17th April – 31st May 2020 please expect an email in the next few days as we endeavour to establish clarity on latest policies being issued by these resorts.

Thank you

We thank all our customers for their extraordinary levels of patience and support during this time. We have been overwhelmed by the kindness and understanding extended to our team during this time and really appreciate all the lovely emails we’ve received from you.


18th March Update

Foreign and Commonwealth Office (FCO) travel restrictions severely impact all accommodation bookings between: 

17th March – 16th April 2020

Customers with a booking that fall into this date bracket have been emailed at 3:05pm today. If your booking falls into this category please check your inbox carefully for this email which contains comprehensive advice on what you need to do next. 

For customers due to go to Aphrodite Hills, Domes of Elounda, Pilot Beach, La Manga, Marthinhal Quinta and Martinhal Beach, Pine Cliffs, Vale d’Oliveiras and Zafiro Palace with a booking between 17th March – 16th April 2020 please expect an email shortly.

Thank you once again for your patience during this exceptionally busy period. 


17th March –
Important Notice to Customers

All customers affected by recent travel restrictions are being contacted directly by our Customer Support Team.

A further email containing important advice will be sent to ALL customers on 18th March 2020.

Please wait to receive this email and read carefully before contacting us directly. 

We will be able to provide a more effective service for you if you have the information you need from us before you call. 

Please be aware that at this time we have a very large number of customers to look after and it’s really important that those that are most urgently affected receive our most urgent attention. This includes:

  • Families currently in a resort location in Spain, Cyprus, France and Portugal
  • Families duthanke to travel to ALL locations during March

For all customers with travel plans to locations in April, May, June 2020 please wait to receive our email with instructions and advice on what to do next.

We really appreciate the enormous level of patience, support and kindness we are receiving from our customers at this time and we’d like to reassure you that we are doing everything we can to minimise the stress and anxiety of this situation for you.

Thank you for your patience.

Wendy and the Tots team

 

17th March Update 

You may be feeling concerned about how the COVID-19 (Coronavirus) outbreak might affect your travel plans.

We’ve put together answers to the most commonly asked questions for anyone with travel planned, or who might be planning to travel, over the coming months.

We are closely monitoring all the very latest advice from the Foreign & Commonwealth Office (FCO) and relevant official bodies regarding COVID-19. Should the situation change we will update this page and contact any affected customers directly.

The Foreign and Commonwealth Office (FCO) advises British nationals against all but essential international travel. 
Any country or area may restrict travel without notice. 
 
 

16th March Update – Cyprus

The Foreign and Commonwealth Office (FCO) advise against all but essential travel to Cyprus. We are contacting all guests affected by this and prioritising those most immediately affected.

 

15th March Update – Spain

Our Actions:
 
Travel restrictions have been extended throughout Spain. We are in contact with all guests affected by this and prioritising those most immediately affected. 
 
If you are due to travel in March we advise you to check your email inbox if you haven’t received a call from us yet. If you are due to travel from April 1 onwards we have sent you an email. Please check all your email folders.
 

14th March Update – Spain, including the Canary Islands and Balearic Islands

The Foreign and Commonwealth Office (FCO) advise against all but essential travel to the following regions that the Spanish Ministry of Health have designated as areas of community transmission of coronavirus: Madrid and La Rioja, and the municipalities of La Bastida and Vitoria (both in the Basque Country) and Miranda de Ebro (in Castilla y León).

In addition, travel to and from Spain is being severely impacted by flight cancellations.

We are contacting all customers who are affected by these restrictions and cancellations.

We are prioritising contact with those most immediately affected but will make contact with all customers today via email or telephone depending on the priority level.

Thank you for your patience.

10th March Update – Italy

The FCO have advised against all but essential travel to Italy, due to an outbreak of Coronavirus (COVID-19) and in line with various controls and restrictions imposed by the Italian authorities on 9th March. We are contacting any customers who may be affected by these restrictions.

Common Questions

How will I know if my existing travel plans to a Tots to Travel destination are going to be affected?
We continue to monitor the situation on the behalf of all customers who have a booking with Tots to Travel and will contact you directly if advice from the FCO changes for your destination.

What happens if travel advice changes while I am on a Tots to Travel holiday?
Should advice issued by the FCO change for the destination you are currently holidaying in, we will contact you directly.  Please ensure your contact details are up to date before you travel by logging in to your My Tots account.

What is the Tots to Travel cancellation policy if I choose not to travel because of the Coronavirus outbreak?
If there is no FCO travel restriction to your destination and you choose to cancel, then the standard Tots to Travel cancellation policy applies. If you are considering cancelling your booking, we advise checking your insurance policy before making a decision to do so.

What if I want to move my Tots to Travel booking to a different date?
If there is no FCO travel restrictions to your destination and you wish to make changes to your booking, then the standard Tots to Travel amendment policy applies.

What does my travel insurance cover me for?
This will depend on the terms of your policy. Familiarise yourself with your travel insurance policy and contact your travel insurance provider to gain a clear understanding of how you are covered.

Useful links

Contacting us

Please be aware that we are currently dealing with enquiries by email only. This means that we’re able to prioritise queries by order of departure date and provide help and assistance to those with most urgent enquiries.

Our email address is enquiries@totstotravel.co.uk.

We are, as you would expect, exceptionally busy and doing our best to answer all questions that customers have with depleted resource.

Please be aware that we are unable to reply to customers who contact us via multiple social media channels as this can lead to confusion and slows the response time down for all other customers quite considerably.

We would also advise that contact is made by the lead booking person so that we are able to match your enquiry to your booking more efficiently.

Thank you to all our customers for their patience during this time and please be assured we’re doing all we can to maintain the high standards of customer service you expect from Tots to Travel.

Wendy Shand
Wendy Shand

Wendy Shand is the founding director of Tots To Travel, mum of three, award winning mumpreneur, traveler, business enthusiast and author of ‘The Mother of Invention’.

Find me on: Web | Twitter

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