FAQ’s

Maybe we can help answer your questions…

• Why am I being asked to pay a Deposit?

  This is so we can reserve your room/property, so that nobody else can book on the same dates. This fee is usually set between 10% and 30% of your holiday booking (this may vary), but we won’t charge you until we receive a booking confirmation. It’s important to remember that the deposit is non-refundable (unless stated otherwise), except where the room/property is not available (in which case we’ll refund you in full).

• How does the Exchange Rate work?

  The final price of your holiday may change, as the Owners & Suppliers of your property sometimes charge in different currencies. There can be a fluctuation in the exchange rate, which can affect the final balance by a small amount.

• When is the full amount due?

  We kindly ask that the final amount of your holiday is to be received 12 weeks prior to your arrival date. Don’t worry, we will remind you of this closer to the date.

• Can I buy a Travel Insurance policy through you?

  We do not sell travel insurance. We do however have over 25 years of industry knowledge, so would be delighted to recommend a trusted supplier and the most comprehensive policy.

• What financial security do I have when I book with Travel Matters?

  Travel Matters mainly operates with partners who are members of ABTA/AITO. Our holidays with flights included are ATOL protected by the Civil Aviation Authority.

• Do you organise Entry Visas?

  Unfortunately, we do not. However, we are happy to re-direct you to the appropriate Embassy or put you in contact with a registered partner.

• What is your policy on Cancellations/Refunds?

  We endeavour to be as flexible as possible by providing postponements, a credit note or even a refund. Each situation is unique but your peace of mind is our priority. In the event of a cancellation where a full refund is given we will retain an administration fee which will be a minimum of £75.

• Our Cyber Crime Security Notice

  Please be aware that there is a risk posed by cyber fraud, especially in relation to bank account details and money transfers. To ensure the safety of any money transfers to and from our accounts, we will never send you our bank details or notify you of any change to them within the body of an email. The relevant information can be found on our website and confirmation invoices. If you are in any doubt whatsoever, please call us before transferring any funds and would like to confirm our bank details.

  We will not accept responsibility if you transfer money into an incorrect bank account.

• Group Bookings (Lead Contact)

  For all group bookings, one individual must be appointed as the ‘Lead Contact’. This person will be responsible for all communications with Travel Matters regarding the booking, including making payments, receiving confirmations and managing any amendments. Should there be any change to the lead contact, Travel Matters must be notified directly by the original ’Lead’ in writing (via email or through our website contact form) to ensure the appropriate handover of responsibility. We are unable to accept contact changes initiated by third parties.

• Will I require a COVID-19 Test to travel & what are the quarantine measures when I return to the UK?

  For details of travel restrictions affecting our destinations, please review the Travel Matters COVID-19 Pledge.

(If you have any further questions that haven’t been answered from our list of Frequently Asked Questions, please feel free to contact us here.)