Covid-19: Information on the current situation
Last update: 19/10/2020
In a holiday home you can travel more safely than in any other form of vacation! In many European countries, vacation in a holiday home is possible without any problems.
Please refer to the websites of the local tourism authorities of your destination or the Foreign Office in your home country for information on any requirements that may apply to your holiday home stay. The website reopen.europa.eu also provides a good overview
We have also summarized answers to frequently asked questions below. If you have any further questions, please contact our customer service on +49 211 668878-130 (Mon to Fri 10 a.m. to 4 p.m. CET). You can also send us an email to email@example.com. If you have a query about a current booking, please do not forget your inquiry or booking number in the subject line of the e-mail. This means that your message can be assigned directly to the correct process, which makes processing much easier for us.
1. Can I withdraw from my upcoming booking free of charge?
Free cancellations due to Covid-19 are generally not possible. Holiday home booking are an individual service and no packeged tour. Bookings take place as planned. This applies in particular to bookings that have been made since March 15, 2020 since the extent of the global corona pandemic has been sufficiently known by the communication from official authorities and media reporting since then, at the latest. A travel booking after this date is therefore a consciously accepted risk.
A free cancellation or rebooking is only possible for trips to countries for which there is an official travel ban or a general ban on accommodation, which also includes holiday homes and apartments. However, there is no guarantee of free cancellation as this must be clarified in individual cases with the provider who is the contractual partner of the booking. Please also note the following section 2.
Trips to any other countries cannot be cancelled free of charge. From the provider's point of view, it is decisive whether the accommodation can be provided as such and this is currently the case in almost all European travel countries. A travel warning, obstacles on arrival, personal discomfort or a possible mandatory quarantine in the home country after returning from the holiday country are risks outside the responsibility of the provider and are not a reason for a free cancellation.
Likewise, the latest entry requirements for individual countries (e.g. registration via a form or submission of a current Covid 19 test) do not constitute a reason for a free cancellation! Before you arrive, please inquire about any requirements that may apply to your travel destination. For example the European Union provides up-to-date information on the travel regulations of the individual Member States on the website https://reopen.europa.eu/en. Further helpful information can be found on the websites of the respective tourist offices.
If you feel insecure about your upcoming trip or if for various reasons you are unable to travel to the booked accommodation, you have the option at this time to cancel the trip yourself in accordance with the provider's general terms and conditions. You will find an overview of the cancellation costs in the last booking step on our website. Please enter your property number in the search and click through to the booking order. There you will find the general terms and conditions of the provider with the corresponding cancellation scales. If you would like to cancel your trip yourself, please write an email with the word "Cancellation" plus your request number in the subject to firstname.lastname@example.org. By doing this, you ensure that your cancellation request is always reached in good time and processed by us.
2. What if there is a travel warning or I would have to be quarantined on return?
Since booking a holiday home is an individual touristic service and not a package tour, free cancellations due to a travel warning are not possible. If you do not want to start your trip, you only have the option to cancel for a fee in accordance with the provider's general terms and conditions. Since the travel restrictions and bans in Europe have been lifted, people can basically travel freely again. A travel warning from the home country for a certain region or a certain country and / or quarantine regulations of the home country on return are no reason for a free cancellation. A travel warning is not a travel ban. It would be different if a country or a region forbids tourist accommodation in principle (as was the case in many European countries in spring, for example). In this case, the provider could not provide the holiday accommodation and the booked service could consequently not be provided.
As an online platform, atraveo brings holidaymakers and landlords together, regulates communication and in most cases also payment, but is not a tour operator and can therefore not proactively cancel bookings or decide on free cancellations as a gesture of goodwill. In any case, this is the responsibility of the provider of the holiday accommodation. In our experience, the vast majority of providers now rigorously insist on booked stays, which is why we no longer request rebooking or goodwill cancellations.
For a cancellation in accordance with the general terms and conditions of the provider due to a travel warning please contact our customer service at email@example.com.
3. Where can I find an overview of the cancellation costs / the general terms and conditions?
You will find an overview of the cancellation costs in the last booking step on our website. Please enter your object number in the search and click through to the booking order. There you will find the general terms and conditions of the provider with the corresponding cancellation scales.
4. Do I still have to make my final payment, even if it is uncertain whether I can travel?
In any case, your final payment must be made by the specified date. Should there be a cancellation according to the general terms and conditions of the provider at a later date, we will of course refund the difference.
5. Can I redeem my TUI voucher at atraveo or TUI Villas?
Travel vouchers from TUI Deutschland GmbH and other TUI companies cannot be redeemed for a holiday home booking with atraveo or TUI Villas. Accordingly vouchers from TUI Ferienhaus (Wolters Ferienhaus HH GmbH & Co KG) can only be redeemed directly at TUI Ferienhaus.
On this page we will keep you informed about current changes. Further information on developments and the measures taken to prevent further spread of the coronavirus can be found on the websites of the World Health Organization (WHO), the Federal Foreign Office, the European Union, the Robert Koch Institute or the Federal Centre for Health Education.
Your atraveo team
Disclaimer: Please note that the information on this page has been compiled to the best of our knowledge and that every effort is made to ensure that it is current. Nonetheless, Wolters Reisen GmbH accepts no liability or guarantee for the correctness of the information or the content of the linked websites. If in doubt, please inform yourself.