FAQ Corona virus

Reservations

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

Due to the corona measures it was possible to cancel your stay. Depending on your chosen price (standard or flexible) and the date you booked, various conditions apply. * For more information about your personal situation, please contact us by e-mail.

* Check here which reservations are eligible for the rebook guarantee

* Check here which reservations are eligible for a corona voucher 

Have you booked directly at Dormio Holidays and your arrival date is before October 31st 2020? Then we offer you the possibility to rebook your holiday once, through our rebook guarantee. View the conditions that apply to this rebook guarantee here.

 

If you did not book directly at Dormio Holidays 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.

What should I do if my stay could not take place due to the corona measures?

Travellers whose trip has been cancelled because the resort has been closed due to the corona measures will receive a corona voucher. This voucher has the value of the paid travel sum and can be used to book a new trip at a later time. View the terms and conditions that apply to the corona voucher here.

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 and Resort Eifeler Tor.

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!

I don't want to use the corona voucher. Now what?

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.

Rebook guarantee

What is the rebook guarantee?

Have you booked directly at Dormio Holidays and is your arrival date before October 31st 2020? Then in certain situations we offer you the possibility to rebook your holiday once, with our rebook guarantee. Check here the conditions that apply to this rebook guarantee.

What should I do if I want to use the rebook guarantee?

If you want to make use of the rebook guarantee you can send an email to booking@dormioholidays.com. Please indicate in your email which resort you have booked, your reservation number and the period and/or the resort you wish to rebook once. We will send you the adjusted confirmation as soon as possible. If it is not possible to reschedule the booking to the desired period or resort, we will contact you about the possibilities.

Please note that the turnaround time for your rebooking is at least 1 week.

Am I entitled to the rebook guarantee?

Reservations qualifying for the rebook guarantee are reservations with a standard price made up to and including 15 April 2020 and for bookings made in the period from 16 April to 30 June 2020 at a standard price and a flexible price. Click here for the terms and conditions of the rebook guarantee.

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.