In these odd times for travel we are trying to make any Covid related changes, cancellations and postponements as easy as possible. If your trip is cancelled due to COVID19 restrictions we offer free date changes and vouchers.
Our guests come from all over the world, which means each person will face different restrictions, depending on where they live. Our trips will get the green light to go ahead if there are no insurmountable restrictions upon arrival in destination.
If your trip is cancelled by us at any time up to the day of arrival you will be offered the option to:
| 1. | Move to a new date. |
| 2. | Convert your booking into a Voucher – which can be put towards any future stay of your choice |
| 3. | Get a full refund. |
If the trip is going ahead but you need to cancel 30 days or less before arrival due to Covid-19 we agree to waive our normal cancellation terms and offer you the option to move to a new date, convert to account credit valid for 12 months from the end date of your original booking in the event that:
| 1. | You are fully vaccinated and prevented from travelling due to your government banning non-essential travel to the destination. |
| 2. | You are fully vaccinated and prevented from travelling due to a national or local lockdown. |
| 3. | You are fully vaccinated and prevented from travelling due to quarantine requirements on your return. |
Our normal terms will apply if you need to cancel your trip for the following reasons:
| 1. | You or a family member is diagnosed with Covid and you are required to self-isolate, which prevents you from travelling. |
| 2. | A close relative is diagnosed with Covid and you are required to care for them. |
| 3. | You are denied boarding to your flight due to failing Covid checks. |
| 4. | You are unable to join your trip due to not fully complying with the testing or vaccination requirements to enter the destination country. |
| 5. | If you test positive during your stay and you need to leave to a quarantine hotel / hospital. |
We require our customers to take out travel insurance with specific Covid-19 cancellation and curtailment provision which is now available from many reputable providers. For example Campbell Irvine
IF YOU TEST POSITIVE FOR COVID-19 DURING YOUR STAY
Unfortunately if you test positive during your stay, for the health and safety of our guests and staff we will ask you to stay in your room and to leave Soul & Surf as soon as you can. We will, of course, do all we can to help you to make arrangements.
We know lots of you have questions about Coronavirus (COVID-19) and the status of your trip. We’ve tried to answer as many of these questions as possible below, and we’ll update this page regularly.
In short, we believe we’ll be able to provide your well needed trip when it is safe to do so. We currently offer stays in 3 countries around the world. As we are a UK Tour Operator, we and our local teams rely on the travel advice from the UK Foreign and Commonwealth Office (FCO) to continue to inform our approach with consistency.
We are monitoring the Coronavirus situation closely, following legitimate sources such as:
– Foreign and Commonwealth Office (FCO)
– Centre for Disease Control and Prevention (CDC)
– National Travel Health Network and Centre (NaTHNaC)
– World Health Organisation (WHO)
Obviously that is not great for us, or anyone within our chain of business.
The insurance industry is no longer offering financial failure insurance for companies like ours, so we strongly recommend you pay by credit card which should give you some protection. We have also reduced the amount we take on deposit to reduce our customers’ risk. That is the best we can do in the circumstances.
See our flexible booking policy above.
If customers choose to postpone their trip and are not able to commit to a new date just yet, we’ll provide a Voucher which is valid for 1 years from the last night of the original booking.
Unless we have informed you that your stay is not going ahead please follow the payment instructions on your booking to pay by the deadline for your booking as normal.
You should also always take out comprehensive travel and medical insurance as soon as you book.
This forms part of our agreement with you and we ask at the point of booking to confirm as to whether or not you have travel Insurance that covers you for cancellation too. Make sure it covers you for Covid-19 treatment whilst away and cancellation pre and post-departure.
If you choose to cancel more than 30 days before arrival for whatever reason we agree to waive our normal terms & conditions.
You should contact your airline and your insurance company to confirm your compensation options. At the time of booking with us you ticked a box to confirm you had cancellation cover and we will ask you to pursue this before we consider offering vouchers or postponements. Soul & Surf can provide you with a letter for you to pursue this further with your insurance company.
We have always taken cleanliness and hygiene seriously at our hotels, but in light of Covid-19, we have created our own internal protocol that meets both the country’s and international guidelines.
Read on for each a more detailed description of each hotel’s protocols.
Before you make a booking please check here if you are eligible for travel to India.
Please read on for a summary of our safety protocols, but feel free to email us if you have any questions or concerns.
We’ve adapted our offer to guests to meet with best practice rules & guidelines.
Please read on for a summary of our safety protocols, but feel free to email us if you have any questions or concerns.
We’ve adapted our offer to guests to meet with best practice rules & guidelines.
Please read on for a summary of our safety protocols, but feel free to email us if you have any questions or concerns.
We’ve adapted our offer to guests to meet with best practice rules & guidelines.
If you are concerned about your trip and would like to discuss your options, please email our lovely Customer Support team on enquries@soulandsurf.com and we’ll be happy to help you.
Please note, the advice on this article is for guidance only. It may change at any time and may not apply in some circumstances.