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Covid-19: Information on the current situation

Last update: 06/07/2021

Dear customers,

In a holiday home you can travel more safely than in any other form of holiday, as distance and hygiene rules can be easily implemented and for many holidaymakers the holiday home itself is usually the focus of the holiday.

Please refer to the websites of the local tourism authorities of your destination or the Foreign Office in your home country for information on any requirements that may apply to your holiday home stay. The website also provides a good overview.

We have summarized answers to frequently asked questions below. If you have any further questions, please contact our customer service on +49 211 668878-130 (Mon to Fri 10 a.m. to 4 p.m., Sat 10 a.m. to 12 p.m. CET). You can also send us an email to If you have a query about a current booking, please do not forget your inquiry or booking number in the subject line of the e-mail. This means that your message can be assigned directly to the correct process, which makes processing much easier for us.

At a glance: Your questions – Our answers

1. Is a holiday home vacation safe?

Our clear answer is: yes! We are firmly convinced that, especially in a holiday home, you can currently travel more safely than with any other form of vacation. And holidays definitely don't have to be missed. It is not traveling itself that carries the risk of infecting yourself or others, but your own behavior - and that applies to both at home and on vacation. Away from the crowd and into the private, individual, cozy, relaxing, carefree holiday retreat - this is what a holiday home offers you. Social distancing from other travelers and the observance of hygiene measures is possible without any problems and the daily routine can be completely organized by yourself.

2. Which travel destinations can you recommend?

Recommendations for specific travel destinations depend on your exact wishes and ideas. Our tip for everyone who wants to be completely on the safe side: Decide on a local destination that can be reached with your own car. European travel destinations by the sea are particularly popular for this summer. So if you really want to go to the sea this summer, you should find the right holiday home as early as possible. This is all the more true because it is to be expected that the corona pandemic will mean that even more travelers who have never or rarely taken vacation in a holiday home will choose a holiday home as a safe and reliable form of vacation this year.

3. Can my trip take place? Is my travel destination safe?

Detailed information on specific travel destinations or on the exact entry requirements of individual countries vary widely and can change from day to day. In some countries and regions it is currently possible to enter the country without any restrictions, while others require pre-registration before entry or a negative Covid-19 test on arrival. Please understand that we, as the broker for your holiday home booking, cannot give you any binding information for your exact holiday destination.

Before you travel, please make sure you find out about any requirements and regulations that may apply at your travel destination. The websites of the respective local tourist offices and tourism offices as well as the website of the European Union. It can also be helpful to send an inquiry to your provider or contact person on site. You will receive the contact details with the travel documents that will be sent to you by email prior to arrival.

4. Can I cancel my booking free of charge because of Covid-19?

Cancellation free of charge due to Covid-19, for example because your travel area is considered a risk area, because you or a fellow traveler is sick with Covid-19, you are in quarantine at the start of your trip or you generally feel unsafe, is unfortunately not possible. Holiday home stays are individual tourist services for which a free cancellation or reimbursement is dependent on whether the accommodation can be provided by the provider in accordance with the contract or not. If you do not want to start your trip, you have the option to cancel in accordance with the general terms and conditions of the respective provider. However, the situation is different if there is an official ban on accommodation at your travel destination. In this case, the provider cannot provide the accommodation and the stay can be canceled free of charge.

In addition, many providers now offer flexible options for free cancellation and / or rebooking even without a ban on accommodation. You can find these offers on our website by the note "Free cancellation" in the list of results. The exact information and conditions for free cancellation vary from property to property and from provider to provider and are precisely explained in the respective property description.

5. What if my trip cannot take place as planned due to the regulations in force at the destination?

If there is no officially issued ban on accommodation at your travel destination, you can generally travel. Local regulations, such as carrying out a Covid-19 test upon arrival, the registration of all fellow travelers, a ban on going out or recreational facilities, sights etc. that are only partially or not open on site are not an obstacle to the stay in itself being unable to take place . The same applies if only a certain number of people and / or households can be accommodated in the same holiday home at the same time at the travel destination, but you are planning to travel with a larger number of people and have registered this when booking. In this case, the stay can still take place, as the holiday home as such can still be provided and you can reduce the number of fellow travelers to the required minimum. To be on the safe side, you can book an accommodation that can be flexibly canceled or rebooked free of charge until shortly before the start of your journey.

6. Who do I contact if I want to cancel?

Cancellations in accordance with the provider's general terms and conditions are to be sent by email to our customer service at For the calculation of the cancellation costs according to the general terms and conditions of the provider, the receipt of your e-mail with the clear cancellation request applies. Please note that your cancellation request must be clearly stated in the email. Please write the word “cancellation” and your request number / booking number in the subject line of the email. This makes the internal assignment of emails much easier for us.

Exception: If the provider of your booking is one of the following, please contact the provider directly, as payment processing and travel arrangements are handled directly by them:
Belvilla, TUI Ferienhaus, Novasol, Dancenter, SECRA bookings, Destination Solutions GmbH, Frosch Ferienhäuser, InterChalet, Interhome, Interholiday, Center Parcs, Zugvogel Reisen

7. Where can I find an overview of the cancellation costs or the general terms and conditions?

The amount of cancellation costs differ from provider to provider. The scale of cancellation costs applicable to your booking and the general terms and conditions of the provider of your holiday home can be found in the property description on our website. Simply enter the property number of your holiday home in the search field to access it. Alternatively, our customer service will of course be happy to help. For information about the amount of cancellation costs, simply send a corresponding request by email to Please remember to include your request number / booking number in the subject of the email.

8. Do I still have to make my final payment, even if it is uncertain whether I can travel?

In any case, your final payment must be made by the specified date. Should there be a cancellation according to the general terms and conditions of the provider later, we will of course refund the difference.

9. How do I redeem my TUI Villas voucher / TUI Villas travel credit for a new booking?

To redeem a TUI Villas voucher issued by Wolters Reisen, first book the desired holiday home* on our website and enter the code in the comment field when booking. The booking then goes to our customer service and we then check the code for validity before we forward the booking to the provider for confirmation. The amount of the voucher will be offset after the booking confirmation is issued. Should the full rental price be charged to your account or credit card in the meantime, you will receive the voucher amount from us as a refund as soon as possible.

* Please note: There are restrictions on some vouchers, so that, for example, only the holiday homes of a specific provider can be booked. Please check the conditions listed on your voucher and, if in doubt, ask our customer service before booking. They will also help you to search specifically for offers from a particular provider.

10. Can I redeem my TUI voucher at TUI Villas?

Vouchers from TUI Deutschland GmbH and other TUI companies cannot be redeemed for a holiday home booking with TUI Villas. Accordingly vouchers from TUI Ferienhaus (Belvilla AG) can only be redeemed directly at TUI Ferienhaus.


On this page we will keep you informed about current changes. Further information on developments and the measures taken to prevent further spread of the coronavirus can be found on the websites of the World Health Organization (WHO), the Federal Foreign Office, the European Union, the Robert Koch Institute or the Federal Centre for Health Education.

Stay healthy!

Your TUI Villas team


Disclaimer: Please note that the information on this page has been compiled to the best of our knowledge and that every effort is made to ensure that it is current. Nonetheless, Wolters Reisen GmbH accepts no liability or guarantee for the correctness of the information or the content of the linked websites. If in doubt, please inform yourself.