Advice for guests

We’re frequently reviewing the information contained on this page and are committed to ensuring that the safety of our guests is our first priority. The information and policies that follow were made in good faith and correct at the time of publication. Due to the constantly evolving nature of the Coronavirus pandemic, we may need to change or update the policies outlined below at short notice and in line with new developments, relevant guidance and legal obligations.

 

Important update to Esprit Ski holidays for Winter 2020/21

We have regretfully made the extremely difficult decision to suspend all Esprit Ski operations for the 2020/21 ski season. This decision has been made due to the ongoing travel restrictions across the UK and Europe, alongside the operational challenges of running our childcare programme within chalets and chalet hotels during the constantly evolving Covid-19 pandemic.

We have now contacted all customers who are due to travel with us this season with further information regarding their holiday. If you have booked via a travel agent, they will be your point of call.

 

We will only travel to destinations that are exempt from the Foreign, Commonwealth & Development Office’s (FCDO) essential travel only list. If the guidance changes for the destination you are due to travel to and this has an effect on our ability to provide your holiday, we will be in contact as soon as we can to talk through your options.

We are paying constant attention to the guidance from the FCDO, ABTA and Public Health England in the UK, as well as to the guidance from the local health authorities in our destinations. All our holidays are subject to the local Covid-19 regulations of the destination country, which may differ from that of the UK. We recommend you are familiar with these before you travel.

For guests who are concerned about their travel plans in light of the Coronavirus outbreak, we answer the most commonly asked questions below.

Is my ski holiday going to take place as planned this winter?

In light of the current travel restrictions we have now made the difficult decision to suspend all trips taking place during the 2020/21 ski season.

If you were due to travel with us this season, we will contact you with further information regarding your holiday. We ask you to please be patient as we will be contacting customers with the most imminent departures as a priority. We are expecting a high volume of calls this week following this announcement, so please do bear with us and we will answer your call as soon as possible.

What are my options now that my holiday will not be going ahead this season?

You can move your holiday to next season and you’ll have no amendment fee to pay for changes made before 31st August 2021. The holiday will be at the current selling price of your new date and your deposit will carry over.

We understand that not everyone will be able to postpone their holiday until next season. In this instance, you will be entitled to a full refund of what you’ve currently paid. We will be in touch to discuss which option you would like to proceed with. We do expect a high volume of calls this week with today’s announcement, so please do bear with us and we will answer your call as soon as possible.

My holiday was cancelled by you due to COVID-19 and I decided to take Refund Credit Note (RCN) instead of a refund. How/when can I use it?

We understand that having to postpone your holiday was no doubt disappointing, and we’re sorry that you couldn’t get away for a well-deserved break. Our team are ready and waiting to help you make your future travel plans in the ‘new normal’, so here’s some guidance on how you can use your RCN:

  • If you use your RCN to book an ATOL-protected holiday, it is protected under our ATOL subject to the terms of the ATT Payment Policy.If you use it to book a non-ATOL-protected trip, that new holiday will not be ATOL protected.
  • Your RCN is non-transferable and can only be used by the person/s named on the RCN. Your RCN should not be re-sold.
  • Make sure to keep your RCN alongside your original booking documents, as this will show the ATOL protection extending from your original ATOL-protected booking.
  • You can only redeem your RCN against one booking, i.e. it cannot be split across two or more bookings. If you don’t use the full value of your RCN on your new booking, the balance will be refunded to you in cash.
  • If you do not redeem your RCN against a new booking by the date of expiry, a cash refund will be offered in its place.

Plus don't forget you can use your RCN for a new booking across any of our Hotelplan brands.

Where can I check for up-to-date travel and health information for my destination?