Coronavirus Pandemic Information and F.A.Q
Our telephone lines are open for incoming calls from 10am until 2pm Monday to Friday during this extraordinary period as we are working on booking amendments during the afternoon.
The Coronavirus crisis has affected us all, and at this uncertain time our thoughts go out to all our customers, who are living through difficult times and unsure whether you will be able to enjoy the holiday you planned.
At Premier Villas Villas & Resorts we have opened our UK office with reduced staff to permit social distancing and we are being informed of industry news through our membership the FCO and other relevant sources.
Please be assured that if you are due to travel in 2020, but are unable to due to Coronavirus related travel restrictions, we will do everything possible to arrange an agreeable solution by contacting the property owner or resort to try to arrange a suitable alternative were possible.
Our friendly UK team are available Monday to Friday from 10:00am – 2:00pm to assist with any questions you may have.
The Premier Villas & Resorts overseas team are always on hand to assist us with any special requests.
Portugal is now opening for business, Restaurants opened a few weeks ago, and the resort is preparing for the summer season – albeit less busy that last year - and we expect air borders to be open in July. We are optimistic that travel will be possible from 4th July, and that “Airbridge” arrangements will be in place so that self-isolation is not required.
Our staff are working extremely hard dealing with a lot of amendments for people travelling in May and June at this time, and are working through these in date order, we are prioritising those customers travelling within the next 28 days.
Frequently Asked Questions
What would happen if we are advised we cannot travel?
Should the FCO (Foreign and Commonwealth office) or equivalent abroad issue advice "against all but essential travel", our team will liaise with the property owner / resort on your behalf and waive any admin or amendment charges.
Should we decide we do not want to travel, yet the FCO or equivalent deem that it is safe to travel and there are no border restrictions what would happen?
If there is no legal reason why you should not travel, then normal cancellation terms and cancellation charges would apply.
Can we claim on our travel insurance if we are unable to travel?
Most travel insurance policies purchased prior to 14th March do cover for travel disruption or epidemic in the country you are travelling to, but this will usually be subject to there being FCO (or equivalent) advice against all but essential travel, or similar in your destination country. You should check your holiday insurance conditions to check this.
The balance of my holiday is now due, do I have to pay this?
We understand you may be reluctant to pay your balance because of the uncertainty, however, if you are travelling in July or August and beyond, it is likely your holiday could go ahead as planned, and therefore you will need to pay your balance by the due date shown on your invoice / revised invoice. If your balance is not received by this date we will apply an automatic cancellation in accordance with our terms and conditions.
If we move our dates, is there an option to change to a different property?
In most cases we are dealing with one owner and one property, so therefore it would not be possible. However, there may be an exception to this, and you should speak with us about it if this affects your booking.
What if the property owner is unable to agree my change of date at this time?
All re-scheduling of holiday bookings is at the discretion of the owner/ resort, and of course rely on you being able to plan ahead. Should you be unable to travel due to restrictions we can issue you a cancellation invoice to make a claim on your insurance.
We would like a refund of our monies rather than a change of dates. Can we have one?
Premier Villas & Resorts acts as a named agent for the owner of villas, apartments, and hotels, and on receipt of payments these are sent to the property owner to confirm the booking, and hence we no longer have the funds. We have worked with most of our owners for many years and the majority are very understanding and flexible with offering either alternative dates for your booking, or a credit voucher to the value of your payments made.
What measures are being taken in my destination to protect me and my group from Covid 19?
In our main destination of Portugal there have been far fewer cases of Covid 19 than other European countries. There are currently physical distancing measures in place and face masks are worn in supermarkets. Local staff including cleaning staff are using PPE with an apron mask and gloves.
Health and safety is always our number one priority, whether that is our customers, staff, or suppliers. Our teams both in the UK, and Overseas are working with distancing measures in our office or from home. We have all been affected by the current situation and we will do whatever we can to assist you for the best possible outcome.
At times you may not be able to get through to us and we thank you for your patience and understanding.
Should you have any further questions and are travelling in June or July, please do email us at [email protected] and we will endeavour to answer you. Alternatively, you can call us on 01243 514970. We ask all other customers to be patient at this time while we prioritise bookings travelling soonest.
We fully understand if you give it a miss this year, however, if you just simply can’t wait to soak up the sun and sample the delicious food, see here some points we would like to reassure you about:
The Portuguese government has successfully managed to keep the pandemic outbreak at extremely low numbers, and we have started to ease restrictions slowly since beginning of May. Practically everything is open by now: restaurants, golf courses, beaches, sport centres, shops and shopping centres are back in business. There are capacity restrictions in place, so the distancing between tables and people can be implemented. Face masks must be worn by everybody in confined spaces such as shops and supermarkets. All shops and restaurants provide the possibility to sanitize your hands before going inside and at leaving.
All airplanes have air circulation and air refresh systems on board, similar what is used in hospitals and their cabin crew is fully updated on the latest health and safety measures. No food and beverages are served on board, so please do not forget to pack a snack before you leave.
If you are travelling to the Algarve soon and have booked your stay with Premier Villas & Resorts, here is what we are doing to ensure our clients’ safety and health:
- Our holiday villas and apartments will be thoroughly disinfected with appropriate cleaning products and as per the government health department’s recommendations. Our team has a checklist of all items that need sanitising on an arrival clean and on daily cleans during your stay.
- Disinfectant sprays will also be made available for our guest’s use, as well as hand sanitizers, gloves, liquid soap in all bathrooms.
- All linen and towels are cleaned with hospital grade disinfectant at Premier Villas & Resorts by a private and professional laundry company.
- Most villas will have waterproof, but breathable protective pillow covers which will be changed over before any new arrival.
- You can choose whether you want to have the allocated maid service at your property during your stay, if you do not feel comfortable with the staff entering the villa, no worries! – Just let us know that you do not require maid service.
- If you do choose to have the maid service, then please be assured that our housekeeping staff will wear the appropriate protective facemask. During maid service, we would ask you to not remain in the property but have a drink or two outside at the pool.
- The pool quality is strictly monitored, and pool surrounds will be disinfected prior to your arrival.
- If you don’t want to risk going out to restaurants we can organise excellent catering staff to prepare your meals for during your stay, whether it will be a deliciously prepared breakfast with fresh croissants or a home cooked lunch or dinner, even 5 star dining is not a problem.
- A personal food shop can also be provided prior to your arrival upon request.
We recommend our guests to avoid large gatherings and follow the World Health Organisation basic protective measures:
- Wash your hands frequently and thoroughly to kill viruses that may be on your hand
- If you have any concerns while you are in Portugal call Portugal’s national health line (SNS24) 808 24 24 24
The Algarve has 90 habitants per square Kilometre, being one of the least dense regions in Europe. Being outside, by the pool or beach, breathing in the fresh air and tanking up on Vitamin D is proven to be an excellent help to keep your immune system strong!
Keeping everyone who works with us and our clients/guests safe is our main priority, as well as making your holiday an unforgettable one. Should you have any questions or have any special requests please do not hesitate to contact our office.
We hope to see you soon, if not this year, then certainly in 2021.
Premier Villas & Resorts