We are all aware of the uncertainty worldwide, but we can reassure you that we are monitoring events very closely and are adopting the guidelines of both local and international health authorities so that we are ready to deal with the current situation. All our sites are taking every precaution to ensure a safe, secure and sanitised environment for you and your family.
Anyone planning to spend their holiday with us deserves the same level of service and attention that they have come to expect from us. For this reason, we have introduced a new cancellation policy for your forthcoming reservations (valid for any reservations made from the 15th March onwards), meaning that you can cancel or change your reservation up to a few days before arrival. For more information please see our website humantravel.com.
Please find below some answers to frequently asked questions, which we hope you will find useful:
During this difficult period, am I still able to book my next holiday in one of your properties?
Of course – you can either contact the property itself, send an email to the address that you find on the contacts page of our website, or book directly on our website. You can book in full confidence, and we are always available in case you need to make any changes to your booking. We would like to remind you that the opening dates of some properties may be subject to change.
My arrival date is approaching – how can I cancel?
Please contact us – you can still decide to postpone your holiday or cancel and receive a voucher equal to the amount you have already paid, as per legal guidelines. This can be used as part of full payment for a new reservation and is valid for one year from the date of issue. We would like to remind you that any reservations made as part of the Serenity Campaign must be cancelled by the dates specified in the terms and conditions of the campaign.
I have booked a holiday in one of your properties, but my arrival is still a few months away. What should I do?
The best thing to do is wait and avoid cancelling your reservation just yet; government regulations and guidelines are constantly changing and may improve as the situation evolves.
Can I move the dates of my holiday, and put the deposit already paid towards the new dates, without incurring any extra fees?
Absolutely, you can change the dates of your stay at any time.
Until when can I cancel my reservation without losing the deposit?
For all reservations arriving between the 11th March and 30th September 2020, you can cancel your booking and will receive a voucher equal to the amount already paid, which you can use towards a new booking. The voucher will be valid for one year from the date of issue.
Why am I receiving a voucher?
Italian law allows for the issuing of a refund in the form of a voucher for all leisure-related stays in Italy between the 11th March and 30th September 2020. This is also valid for non-Italian customers, and when the service cannot be supplied due to the effects of the state of emergency related to the Covid-19 health crisis. The voucher must be valid for one year from the date of issue. Please click here for details of the law itself (in Italian): Article 88b comma 11, 12 and 13 of law number 27, 24/04/2020, which supersedes the decree number 18 of the 27th March 2020.
If I am unable to use the voucher in 2021, can I give it to someone else?
The voucher is credited to the recipient only and is not transferable. It cannot be exchanged for a refund nor converted into cash. It may be used only once. The voucher is valid for 12 months after its date of issue and can be used for a new reservation either at the same property or in any other property belonging to the Human Company group for the 2020 or 2021 season. Should the cost of the new reservation be lower than the value of the voucher, the difference cannot be refunded nor can it remain valid as a voucher credit.
We will, nevertheless, assess each request on a case by case basis in order to find the best solution for our guests, and in most cases we should be able to allow the voucher to be used by another family member or friend.
I haven’t paid the deposit yet, but I would still like to come. Should I wait?
Definitely. Get in touch with us and we will be happy to extend your payment deadline for a few weeks. For more information you can either contact our booking offices via telephone or send an email to the address on the property’s contact page on our website.
We can’t leave without thanking you for your loyalty, and we are keeping all our fingers crossed that the situation improves quickly. We will let you know about any changes and look forward to being able to welcome you soon at one of our properties.