FAQ Corona virus

Reservations

Can I cancel or rebook my stay because of the coronavirus?

If you have made a booking at the flexible price, you can change or cancel your booking up to 21 days before arrival. Bookings made at the standard price cannot be changed or cancelled.

If you did not book directly at Dormio Resorts & Hotels but at another organisation (booking site/tour operator)? Please contact the relevant partner/tour operator where you booked your stay. Our conditions as displayed on this site may vary in that case.

Corona voucher

Am I entitled to a corona voucher?
  • You are entitled to a voucher if the resort is closed during the period of your booked stay and we have sent you an email informing you that your reservation cannot take place. Please note that we will send this email in order of urgency, as indicated in the question << How do I get information regarding my stay and the corona virus?>> This applies to reservations made with the standard price and the flexible price.
  • If you have made a reservation before April 16th with the flexible rate and wish to cancel it and your arrival is not within 30 days, you are also entitled to a voucher.

Update: 29 September 2020

The measures related to coronavirus may impose restrictions in relation to the group size of gatherings and therefore also affect your holidays. If you need to cancel your holiday at Dormio Holidays because of these measures, as from 29 September 2020, we will, as a goodwill gesture, also offer a coronavirus voucher in the following situations:

  • Reservations for the standard price with arrivals in the period when the measures are in force.
  • Reservations for the flexible price with arrivals in the period when the measures are in force, but that fall outside the period in which you may change them and therefore may not, in principle, be changed.

Check here all conditions of the coronavirus voucher.

What is the value of the corona voucher?

The value of the voucher is equal to the travel sum paid by you. The voucher is valid up to one year after the original arrival date. If the travel sum of your new stay increases, you pay the difference yourself.

The following applies to coronavirus vouchers issued up to and including 28 September 2020: If the new travel sum becomes cheaper, you will receive a new voucher with the remaining amount. The validity date remains unchanged. Your new booking does not qualify for the rebook guarantee.

Where can I redeem the corona voucher?

You can redeem the voucher for a stay at all our resorts and hotels, with exception of Hotel Modez.

Is the corona voucher personal?

The voucher is personal, you may not transfer it to someone else.

What is the validity period of the corona voucher?

The corona voucher is valid until one year after the original arrival date. The new arrival date must be within the validity of the voucher.

How do I receive my corona voucher?

If you have received a message from us that your reservation cannot take place or you have made an existing booking with a flexible price and cancelled it up to 30 days before arrival, you will receive your voucher by e-mail as soon as possible. Please note that due to the workload, processing can take up to a week.

How do I use my corona voucher when making a new booking?

To make a new booking with a corona voucher, please contact us by e-mail. Mention in your email your unique voucher code, the resort, the accommodation and the desired period you want to book. We will be happy to look into the possibilities together with you, so that we can welcome you soon at one of our resorts!

Why do I get a corona voucher?

The current exceptional situation has led us to opt for an exceptional solution, namely a refund in the form of a corona voucher. The corona voucher is a temporary solution in this crisis, offering a reasonable and justified balance between the interests of consumers and travel organisations. This is also the reason why governments and regulators in Europe, the Netherlands and other countries worldwide support the distribution of a corona voucher.

 

The following applies to coronavirus vouchers issued up to and including 28 September 2020: The corona voucher will also not deprive you of any right to a refund; if you have not been able or do not wish to redeem the voucher within one year of your originally booked arrival date, you are free to request a cash refund after the expiry date. But of course we hope that with this voucher you will be able to book a new stay at one of our resorts or hotels at short notice.

At first I was supposed to get my money back, now I'm offered a corona voucher. Can you do that just like that?

At first we did indeed communicate that you would be refunded. However, at the time we cancelled your stay we could not suspect that this situation would have such an enormous impact on the whole world and also on us as a travel organization. Developments follow each other at a rapid pace and in the meantime we find ourselves in a very exceptional situation that affects you as a traveller, but also us as a travel organization. In this exceptional situation an exceptional solution has been chosen, namely a refund in the form of a corona voucher. In view of the unforeseen developments and their enormous impact on us as a travel organisation, we consider it appropriate to provide a corona voucher in your case as well. The distribution of these vouchers is supported by governments and regulators in Europe, the Netherlands and other countries worldwide.

I do not want to use my corona voucher. What happens now?

Should you not be able to or want to use your corona voucher, after the period of validity you can make a request for a refund. But obviously we would much prefer to welcome you at one of our resorts and hotels. This is why you can also opt to extend your voucher for one year. In that case you also receive an extra upgrade worth 10% on the (remaining) value of the voucher. If you choose the extension and upgrade, the voucher can only be redeemed for a stay. A refund can then no longer be requested and no money is returned, also if the journey cost for your new stay is less than the value mentioned on the voucher. You can contact our Reservations department for a personal quotation. We will be happy to look at the options with you!

 

Should you still wish to ask for your money back, you can submit a request for a refund. To do this you can send an email to vouchers@dormio.eu. In this email mention your unique voucher code, the date of validity of your voucher and the resort you originally booked for. Also mention your IBAN bank account number and the name of the account holder. After we have checked that your request is complete and legitimate, we make payment within 10 workdays to the bank account number you have given.

My voucher has (almost) expired. What happens now?

You can see the date of validity of the voucher on your corona voucher. We understand if you have not yet been able to or wanted to book a new stay in the past year. This is why we are pleased to offer you a validity extension of one year. If you decide to extend your voucher for one year, you also receive an extra upgrade worth 10% on the (remaining) value of the voucher. Contact our Reservations department to discuss the options.

I have applied for a refund. When will I get my money?

After we have checked that your request is complete and legitimate, we make payment within 10 workdays to the bank account number you have given us. If your application is incomplete we will contact you about it.

 

Can you refund me the (remaining) value of the corona voucher?

Should you not be able to or want to use your corona voucher, after the period of validity you can make a request for a refund. But obviously we would much prefer to welcome you at one of our resorts and hotels. This is why you can also opt to extend your voucher for one year. In that case you also receive an extra upgrade worth 10% on the (remaining) value of the voucher. If you choose the extension and upgrade, the voucher can only be redeemed for a stay. A refund can then no longer be requested and no money is returned, also if the journey cost for your new stay is less than the value mentioned on the voucher. You can contact our Reservations department for a personal quotation. We will be happy to look at the options with you!

 

Should you still wish to ask for your money back, you can submit a request for a refund. To do this you can send an email to vouchers@dormio.eu. In this email mention your unique voucher code, the date of validity of your voucher and the resort you originally booked for. Also mention your IBAN bank account number and the name of the account holder. After we have checked that your request is complete and legitimate, we make payment within 10 workdays to the bank account number you have given.

General

Where can I find more information about the corona virus?

On the website of the World Health Organization you will find the latest information about the corona virus.