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Covid-19


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OUR COVID FLEXIBLE BOOKING TERMS

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 we offer free date changes, vouchers, or a full refund.

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.


WHAT OUR COVID FLEXIBLE BOOKING TERMS INCLUDE:

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 or a full refund in the event that:

1. You are prevented from travelling due to your government banning non-essential travel to the destination.
2. You are prevented from travelling due to a national or local lockdown.
3. You are prevented from travelling due to quarantine requirements on your return.

If you choose to cancel more than 30 days before arrival for whatever reason we agree to waive our normal terms and offer you the option to move to a new date (that is correct we wanted to be even more flexible)



WHAT OUR COVID FLEXIBLE BOOKING TERMS DO NOT INCLUDE:

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.

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



COVID FAQS

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.


Updated 19th October 20121

What does this mean for your booking with us?

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 2 countries around the world. For Portugal we are taking bookings until 24th November. For Sri Lanka we are taking bookings from November 2021. 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)

What if Soul & Surf Ltd. becomes insolvent before I can take my trip?

Obviously that is not great for us, or anyone within our chain of business. But for you, our customer, if your original booking was made before June 30th 2021 your money is protected by our financial failure insurance which will pay out after the bankruptcy process is completed.

Alas, the insurance industry are no longer offering financial failure insurance for companies like ours, so for any bookings made after June 30th we do not have financial failure insurance, therefore 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.

What if travel restrictions or quarantine rules mean I cannot take the trip?

See our flexible booking policy above.

Can I postpone my trip and how long for?

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 2 years from the last night of the original booking.

Do I have to pay my balance or can I wait and see what happens?

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.

Should I buy travel insurance? 

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.

I no longer want to travel, can I cancel and get a refund?

If you choose to cancel more than 30 days before arrival for whatever reason we agree to waive our normal terms & conditions and offer you the option to move to a new date (that is correct we wanted to be even more flexible).

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.



COVID-19 BEST PRACTICES

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.


India

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.

  • All of our staff are trained to the highest standards to keep themselves and guests safe.
  • All staff will wear PPE whilst in the hotel and around guests.
  • We have dedicated procedures designed to ensure that the contact between staff & guests is kept to a minimum.
  • Customers travelling to Soul & Surf will be required to register on the Kerala Covid-19 Jagratha online portal
  • The rooms will be deep cleaned and aired according to local government best practices before guests can check in.
  • Each room will have its own dedicated bathroom, ensuring that no bathroom is shared.
  • All surfaces, door handles, touchpoints and furniture will be regularly cleaned.
  • All group yoga & surf sessions will ensure social distance rules are followed, and there will be as little contact as safely possible from teachers or surf coaches. Unless perhaps you’re drowning. But you’ve done something terribly wrong if you’re drowning in a yoga class.
  • One-to-one yoga and therapy sessions are available, and will be by their nature more hands on than the group yoga sessions. The teacher or therapist will ensure both the safety of themselves and guests, making sure the spaces and equipment are deep cleaned between sessions.
  • We have limited our surf lesson ratio of 5 guests to one surf coach to ensure the safety of both guests and staff.

Portugal

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.

  • All of our staff are trained to the highest standards to keep themselves and guests safe.
  • All staff will wear PPE whilst in the hotel and around guests.
  • We have dedicated procedures designed to ensure that the contact between staff & guests is kept to a minimum.
  • The rooms will be deep cleaned and aired between 4-8 hours before guests can check in.
  • All surfaces, door handles, touchpoints and furniture will be regularly cleaned.
  • Special measures will be put in place to keep the pool clean & safe.
  • All group yoga & surf sessions will ensure social distance rules are followed, and there will be no contact from teachers or surf coaches. Unless perhaps you’re drowning. But you’ve done something terribly wrong if you’re drowning in a yoga class.
  • One-to-one yoga and therapy sessions are available, and will be by their nature more hands on than the group yoga sessions. The teacher or therapist will ensure both the safety of themselves and guests, making sure the spaces and equipment are deep cleaned between sessions.
  • As always, we try to be discrete with our cleaning procedures, a lot of our practices take place when there are less guests in the building during surf, yoga or whilst you’re all sitting at the dinner table. 
  • If there is anything extra you feel you would need to make your stay more comfortable, please just ask. 

Sri Lanka

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.

  • All of our staff are trained to the highest standards to keep themselves and guests safe.
  • All staff will wear face masks and gloves whilst in the hotel and around guests.
  • We have dedicated procedures designed to ensure that the contact between staff & guests is kept to a minimum.
  • We have limited the number of rooms available, halving our capacity.
  • The rooms will be deep cleaned and aired between 2-4 hours before guests can check in.
  • Each room will have its own dedicated bathroom, ensuring that no bathroom is shared.
  • All surfaces, door handles, touchpoints and furniture will be regularly cleaned.
  • Special measures will be put in place to keep the pool clean & safe.
  • All group yoga & surf sessions will ensure social distance rules are followed, and there will be no contact from teachers or surf coaches. Unless perhaps you’re drowning. But you’ve done something terribly wrong if you’re drowning in a yoga class.
  • One-to-one yoga and therapy sessions are available, and will be by their nature more hands on than the group yoga sessions. The teacher or therapist will ensure both the safety of themselves and guests, making sure the spaces and equipment are deep cleaned between sessions.
  • We have limited the number of guests able to travel in each vehicle to 2 surfers and one driver when heading out on the daily surf.
  • We will be following all regulations laid down by the local authorities to ensure the safety of our guests and staff.

We’re here for you.

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.

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