wpis na blogu z 03.04.2020

Covid-19: Information on the current situation

Dear customers,

the current situation is a challenge for all of us. We understand that many of you are uncertain whether future planned trips can take place and what the options for rebooking and canceling a trip will be in the next few weeks. We will do our best to answer all your questions and be there for you.

To be able to answer your requests and all your questions as quickly as possible, please send us an e-mail to customerservice@atraveo.com.

On this page we provide all customers who have booked a holiday home through us from one of the tour operators listed below (check your booking documents for more details concerning your tour operator) with the latest information from their websites. If you have any questions, please contact the tour operator directly.

We would like to ask customers arriving after May 1st, 2020 to check the cancellation fees according to the general terms and conditions and wait and see how the situation develops.

The situation is exceptional for us, too. We therefore hope for your understanding if there are currently longer waiting times. We will keep you up to date with the latest changes and developments on this page. Further information on current developments and the measures taken to prevent further spread of the coronavirus can be found on the websites of the World Health Organization (WHO), the Federal Foreign Office, the Robert Koch Institute or the Federal Centre for Health Education. Stay healthy!

Your atraveo team

Information on several tour operators

TUI Ferienhaus/Wolters Reisen

TUI Ferienhaus / Wolters Reisen

[Status 03-24-2020, 10 a.m.]  Latest information:

TUI Ferienhaus is suspending its worldwide travel program until 30 April 2020 until further notice. For all trips with departure after 1 May 2020 the general terms and conditions are currently applicable.

"We have decided today to suspend our worldwide travel program until 30 April 2020. This is also to give you planning security for the Easter holidays. Please be assured that we will contact you as soon as possible if you have booked during this period. We will contact you proactively with the cancellations and the further procedure. Please understand that we have to proceed chronologically due to the high volume of work. You would help us a lot if you do not contact us right now, so that we can inform you and all affected customers quickly."

e-mail: info@wolters.tui.de
Daily updated information: https://www.tui-ferienhaus.de/aktuelle-reisehinweise.html

e-domizil AG (including Bellevue holiday home and formerly EHR, European Holiday Rentals)

[Status 03-25-2020, 03:34 p.m.] Latest information:

For customers with a holiday home booking from the property portfolio of e-domizil AG (formerly EHR, European Holiday Rentals)

Travel abroad
- For all arrivals until 30 April 2020 e-domizil offers a free rebooking option to the same holiday home for a later date of travel.
- If a rebooking to the same holiday domicile is not possible, it is possible to rebook free of charge to another accommodation of e-domizil AG.

Travel within Germany
- For all arrivals until 19 April 2020 e-domizil offers a free rebooking option to the same holiday home for a later date of travel.
- If a rebooking to the same holiday domicile is not possible, it is possible to rebook to another accommodation of e-domizil AG free of charge.

Please note: e-domizil AG (formerly EHR) is currently waiting for a decision of the German government and the European Union for a legal regulation on how to deal with cancellations in the Corona crisis. 

Travel within Switzerland
If you have booked an accommodation within Switzerland and you live in Switzerland, you can still start your journey according to the current status. On request, a free rebooking to the same holiday domicile for a travel date within one year is possible. For domestic trips, free cancellations or rebookings are currently not possible.

To enable e-domizil to process your request as quickly as possible, please send an e-mail to info@e-domizil.de.

Please find here daily updates: https://blog.e-domizil.de/20200317/informationen-zur-aktuellen-situation

Interchalet & Interhome

Customers who have booked an accommodation from Interchalet or Interhome can keep up to date on www.hhd.group/en/coronavirus with the company's handling of cancellations or rebookings.

[Status 03-24-2020, 12:30 p.m.] Latest information:

"Given the effects of the coronavirus on our work, our social contacts, our travel behaviour and in accordance with official requirements, the Holiday Home Division has decided to cancel all trips with an arrival date up to and including 30 April 2020. Due to this situation, all bookings with an arrival date from 24 March 2020 up to and including 30 April 2020 will be cancelled by us automatically and free of charge.”

Novasol / dansommer

[Status 03-17-2020, 11:50 a.m.]

The global COVID 19 pandemic is leading to border closures worldwide. This is an exceptional situation. At NOVASOL / dansommer everything is being done to help guests all over Europe who have booked accommodation in the coming weeks. If you have any questions, the booking services will help you. Please note that longer waiting times may occur due to the exceptionally high volume of calls.


[Status 03-26-2020, 12:30 p.m.]

"We offer all our guests with a journey until the end of April 2020, who are directly affected by the tourism ban, a free rebooking. This means that you can rebook the same holiday home for an arrival date no later than 31.05.2021. If the new period is more expensive, you as a guest will pay the difference. If the new period is cheaper, the difference will not be paid or charged. Furthermore, we at NOVASOL do everything possible to help all our guests in the best possible way. However, due to the large number of enquiries, longer response times may occur. Please have a little patience. It is our aim to answer all inquiries. If you have any questions, our booking service will be happy to help you. You can reach them by phone under +4539143555
or by e-mail: novasol@novasol.com ".

All information on: https://www.novasol.com/faq/covid-19


[Status 03-26-2020, 12:30 p.m.] Latest information:

"The government in Denmark has decided to close the borders for tourists from 14 March - 13 April 2020. Due to this exceptional and extraordinary situation, this is a case of force majeure for bookings affected by this. If you are affected by this, please contact our customer service. By email: dansommer@dansommer.de or phone: +49 (0)40 - 23 88 59 92. Our customer service will help you. However, the lines are currently overloaded due to the current situation. The e-mail processing will take longer accordingly. Contacting our customer service at a later date will not have any adverse effects if your booking is a case of force majeure. We will do our utmost to help you as soon as possible and hope for your understanding! For further questions regarding your booking we also refer to the valid AGB`s: https://www.dansommer.de/mietbedingungen "

All information is available at: https://www.dansommer.de/hilfe/covid-19


[Status 04-01-2020, 06:20 p.m.] Latest information:

"Dear guests, as many of our guests are unfortunately not able to make their bookings with arrival until April 13, 2020 due to force majeure (e.g. travel ban), DanCenter offers you the following: We have reserved the same house for you in the 2021 season that you had booked for 2020. The amount you have already paid for your original booking will be used to pay for the new booking in 2021 and of course we have secured your booking for the same price as in 2020. The new booking can be changed to another period or house. If the desired change makes your booking more expensive than the original booking, you will be charged the difference. If the desired change makes your booking cheaper than the original booking, you will receive a voucher for the difference. A confirmation of the new booking and the booking documents will be sent to you by e-mail after April 15, 2020. You must have made your decision before December 31, 2020 and provide feedback. This only applies to bookings that cannot be made due to force majeure. In all other cases, please refer to the General Terms and Conditions (point 6)."

E-mail: reservierung@dancenter.com

DanCenter provides all information on https://www.dancenter.com/faq-corona/.


All information on how to rebook accommodation at Belvilla can be found here: https://www.belvilla.de/unternehmen/faq

[As of 03-19-2020, 09:15 a.m.] Latest information:

Belvilla breaks down the booking and cancellation conditions by area and arrival date. The list of areas with travel warnings in Switzerland can be found below.

Areas with a travel warning

If your arrival is within 3 days in the area with a travel warning:

  1. You can check available offers on the Belvilla website and search for alternatives. The Belvilla customer service center will assist you in rebooking.
  2. Would you like to rebook your holiday to an alternate destination and opt for a different holiday home? In this case the Belvilla customer service will be also happy to help.

If both options listed above do not work for you then please ask the Belvilla customer service to cancel the trip. Please mention your booking number and customer number when contacting the customer service for assistance.

Areas without a travel warning

  1. For Bookings made before March 15, 2020: Normal cancellation policy will apply. If you would like to cancel your booking or solve any doubt that you may have regarding your travel, you can reach out to the Belvilla customer service team.  
  2. For Bookings made between March 15, 2020 and April 15, 2020: If the booking is made in the house with the tag 'Free Rebooking' then it means your booking falls under the temporary policy which Belvilla has issued in effect of the current situation. This gives you the flexibility to rebook your holiday home up to the arrival date of June 30, 2020. This flexible plan allows the guest to reschedule the stay dates or choose a different holiday home for travel during 2020. The rebooking amount should be the same or less than the original. The difference if any shall be borne by the guest. This is valid for all bookings with an arrival date of 2020 made during this period.

How to cancel / change a Belvilla booking?

If you would like to cancel your booking or solve any doubt that could arise if you are travelling to the zones which are still under scrutiny and the status has not been confirmed then you can reach out to the Belvilla customer service center via telephone. Be ready do mention your booking number and customer number. There may be longer waiting times than usually.

If you are staying where the travel warning changes (e.g. lockdown), reach out to Belvilla on the 24/7 SOS number and local offices. Till then stay safe and follow advisories issued by the relevant authorities.

For Your Reference:

Areas with a travel warning

  • Tyrol & Carinthia in Austria
  • Belgium (Vresse sur Semois)
  • Czech Republic
  • Denmark
  • France
  • Italy
  • Greece
  • Poland
  • Portugal
  • Spain

Center Parcs & Pierre et Vacances

[Status 03-31-2020, 9:00 p.m.] Latest information:

From Monday, 16 March 2020, all holiday parks in the Netherlands, Belgium, Germany and France have been closed. Based on the current situation, the parks will be reopened on the following dates:

  • Belgian parks: Monday, 20 April 2020
  • Dutch parks: Wednesday, 29 April 2020
  • German parks: Monday, 20 April 2020
  • French parks: Wednesday, 15 April 2020

If you have booked a stay after the reopening dates of the parks, your holiday can take place. Center Parcs closely monitors the developments and if the situation changes, you will be informed by e-mail or SMS.

Further information is available on: https://www.centerparcs.de/de-de/coronavirus-info_ms

Landal GreenParks

Landal GreenParks collects all current information on www.landal.de/coronavirus. The website is continuously updated. Here customers will find information about measures in the Landal-Parks and how cancellations and rebookings of the reservation are handled.

[Status 03-19-2020, 11:50 a.m.] Latest information: "Because of the coronavirus, we have made an adjustment to the conditions for changing bookings. From now on it is also possible to change the booking within 28 days before departure. This is mainly applicable to a stay within the same park, but only for a period of stay in 2020. The final amount of the booking remains the same or increases. If the changed booking becomes more expensive, you will be required to pay the extra price difference. This also applies to situations where guests are unable to travel due to a negative travel advice from flights that are no longer possible."

More information: www.landal.com/coronavirus


[Status 03-20-2020, 08:15 a.m.] A free cancellation due to the effects of the Corona-SarsV2 /Covid-19 crisis cannot be confirmed. The travel contracts and travel services have been suspended for an unforeseeable period of time due to official orders in connection with the Corona-SarsV2 /Covid-19 crisis. It is currently assumed that it will be possible to start the trips at a later date

"Please refrain from any further inquiries, since our priority currently applies to stranded customers in the target areas, which have to be brought back by the federal government in a return campaign. We trust in your solidarity with the affected holidaymakers in the destinations."