Looking after you at your accommodation

Depending on where you’re on holiday and which hotel you’re staying in, you may have to wear your mask in some of the common areas. When you first arrive at your hotel, please make sure you find out what policies are in place. You can find out more information about the local guidelines for the destination you are going to on the FCDO website.

In some hotels, the spa may be closed or there might only be certain areas that are open for you to use. You can also expect pre-bookable appointments to be the new norm so that there’s a limited number of people in the spa area at any one time.  And there could be temperature checks in place and hand sanitiser to use.

Yes, our friendly team of Customer Helpers will still be visiting the majority of hotels, so check the noticeboard or information book when you arrive to find out the details. You can also contact our team around the clock on our 24/7 helpline.

No, our Free Resort Flight Check-in® service is currently suspended while our team of Customer Helpers in resort focus on keeping you happy and healthy during your holiday.

If you or any member of your party have any symptoms of COVID-19 while on holiday, you must tell your hotel straight away and they’ll talk you through their policy. The hotel’s policy will be in line with the latest official guidance from the local health authorities. Then, please call us on our 24/7 helpline and contact your holiday insurance provider too.

It depends, so please let us know at the time of booking if you need a cot and highchair at your villa. And due to COVID-19, extra safety measures have been put in place so you might need to bring your own cot linen. If you need anything extra before you book, please call our friendly UK-based Call Centre on 0800 408 0778. If you've already booked your villa holiday, please call us on 0333 300 0737. If you're staying in a complex or hotel resort villa, you can request cots and highchairs but they aren't guaranteed. Please call 0333 300 0737 to ask for these, but just so you know, there could be a supplement to pay.