Find answers to our most frequently asked booking disruption questions. These will be reviewed daily as information changes.
If you have a hotel reservation that you booked directly with us for either May or June and haven’t received and email from us, then please just drop us a line at firstname.lastname@example.org and we will get back to you. If you booked via another operator, such as On The Beach, Jet2, Booking.com or HotelBeds.com then you will need to contact them directly.
The Hotel is scheduled to open in the middle of May, in line with the Spanish state of alarm restrictions and easing measures of the lockdown.
There will be a limited service and a poolside soundtrack.
As stated in the above question, the hotel will be open in the middle of May with a daily poolside soundtrack.
With respect to your hotel booking deposit you have a couple of options available to you; 1) you can rebook for 2020 or 2021 and move your non-refundable deposit to your new booking or accept one of our flexible vouchers for the value of your non-refundable deposit, or 2) reach out to your travel insurance company to see if you can claim your non refundable deposit on your policy.
Yes it is in line with our refund T&C’s. You can if you wish though transfer your balance to a new booking (for either 2020 or 2021) or to a voucher if you prefer as both have some additional benefits such as extra discounts.
At this moment in time, the Spanish government have only provided guidance that covers May & June, so bookings for July onwards are unaffected and we hope (and are planning) to be able to operate as normal in these months at this moment in time. If this does change, we will inform you accordingly.
We are hopeful that we will be able to operate events/pool parties from July onwards, but will await further guidance from the Spanish government and will follow their guidance.
We cannot comment on anyone else’s plans. Like you, we have to wait and see what is officially announced as and when they announce. As much as we want to reassure you, we don’t want to second guess anyone or give incorrect information.
Yes, if you wish to change your booking to another date (either for 2020 or 2021) then simply email email@example.com and we will look at alternative options for you.
Again, we always recommend that you procure travel insurance and it would be your insurance that you would need to contact if this was indeed the case. Your airline may offer you an alternative date(s) and if this is was to be the case, then please contact us at firstname.lastname@example.org as we will look to amend you booking where possible.
If you have a package with Jet2, then you will need to contact Jet2 to discuss what options are available to you. If you have a flight with Jet2 and a hotel booking direct with us, then please liaise with Jet2 to see if you can amend the date of your flight. We are happy to amend your booking free of charge to another date, carrying over your deposit to that date too (either in 2020 or 2021).
Should your new booking be affected later in the summer, we will work with you again to look at alternative options that are suitable for you.
If the event that you had originally booked for has been cancelled, you are entitled to a refund. Please see the options outlined in the mail. Refunds may take up to 80 days to process.
We are hoping to confirm our 2021 events soon. We will contact all those who want to keep their ticket for 2021 as soon as possible once confirmed please keep an eye put for announcements via our social media pages.
We will be as accommodating and flexible as possible subject to availability. Please email our Events Team to discuss this further.
e.g. I had booked for Lovely Laura 2020 but want to attend Craig David’s TS5 2021)
Yes but please bear in mind that the original ticket type booked remains the same. e.g A Before 4 pm ticket for Lovely Laura 2020 will only allow entry to a Craig David 2021 before 4pm.
All normal events and residencies are available we do however reserve the rights to blackout dates for One Off events such as Festivals or Radio 1 for example.
If you could let us know your decision within a month of receiving the e mail.
If the event that you had originally booked for has been cancelled, you are entitled to a refund on your deposit. A 5% fee will be retained to cover admin and card fees. Once you have confirmed a future booking with us whether date specific or TBC then our usual T&Cs come into place.
We are hoping to confirm our 2021 events soon. We will contact all those with 2021 as soon as possible once confirmed and make announcements via our social media pages.
We will be as accommodating and flexible as possible subject to availability. Please contact email@example.com to discuss this further.
(e.g. I had booked for Lovely Laura 2020 but want to attend Craig David’s TS5 2021)
Yes but please bear in mind that the minimum spends can vary depending on the event and headliner. Please contact our Concierge Team on firstname.lastname@example.org to discuss this further.
We will do our best to ensure that you are allocated the same bed as originally booked. However, this is subject to availability.