Your tourist trip canceled due to the COVID-19 pandemic

Your tourist trip canceled due to the COVID-19 pandemic

"The likelihood that the tour operator will voluntarily return the funds is small." What you need to know to get a refund for a trip that will definitely not take place in the coming weeks.

The situation with the COVID-19 pandemic destroys the plans of travelers and leaves the latter not only without a long-awaited trip, but sometimes without the money they have already paid for a tourist product. How should tourists deal with purchased tours? The answers were prepared by the specialists of the law firm INTELLECT. DK. U gives the main points of this material.

I In what cases is the tourist entitled to return the money paid to the tour operator for the tourist product, and in what amount?

First of all, it is necessary to study the agreement for the sale of a tourist product and the information posted on the official website of the tour operator, regarding the procedure for the parties to withdraw from the agreement.

Next, we will consider possible cases.

1. If a country is dangerous to visit and this is confirmed by a decision of the Ministry of Foreign Affairs of the Russian Federation and the Federal Agency for Tourism and/or this country is not recommended for visiting by state authorities, then the money paid for a tourist product is subject to full refund to the tourist.

Due to the security threat regime as of April 14, 2020, not officially recommended for visiting:

  • People's Republic of China (from 24. 1.020),
  • Italian Republic (from 27. 2.020),
  • Republic of Korea (from 27.2.020),
  • Islamic Republic of Iran (from 27.2.020).

The end date of validity of the recommendations is not specified, therefore, the tourist has the right to return the money for the tour planned after the date from which it is not recommended to visit the country.

2. The country to which the tour was planned is closed to foreign citizens. That is, the country was not recognized as dangerous to visit, but its government decided to restrict the entry of foreign citizens as part of the fight against the spread of coronavirus infection. Information about the closure of countries and the timing of closure can be found on the official website of the Federal Tourism Agency.

In this case, the tour operator returns the funds minus the actual costs (the actual costs are devoted to paragraph II of this material), since in this case, as a general rule, the provisions of the Civil Code of the Russian Federation apply, namely, paragraph 3 of Art. 781. However, some tour operators are accommodating to customers and refund the full cost of the vouchers.

However, the cancellation of a trip to a country where entry is virtually impossible can theoretically entail the application of Article 14 of the Law on Tourism Activities, namely the possibility of a tourist to demand a refund of the full cost of a tourist product. Furthermore, in accordance with Art. 11. of the Law on Tourism Activities, from April 17, 2020, the Rules for the return to tourists and (or) other customers of the sums paid by them for a tourist product from the funds of the tour operator's personal liability fund (hereinafter - FPO), approved by the Decree of the Government of the Russian Federation from 08. 4. 020 No. 461 (hereinafter referred to as the Return Policy).

According to the Return Policy:

“We wanted to try the All Inclusive rate, but quickly realized that the guests didn't want it.” How can you separate yourself from competitors, and whether the heat affects the profit of hotels - in an interview with DK. U.

The abnormally hot summer 2016 plunged some markets into a state of euphoria. Suffice it to recall the beach "Fire" by Andrei Frolov, who in May was making careful plans for loading, and already in June did not know how to serve the excessive flow of people wishing to join a cultural beach holiday. The owners of suburban recreation centers and hotels experienced the same pleasant shock. Among them is the country hotel Greenwald, which is part of the YUSTA hotel chain.

In April 2015, the Management Company "Hotels YUSTA" took over the management of a suburban facility. Prior to that, she was involved in the development of six city hotels in Yekaterinburg. The main task at that time was to define the concept of the development of the object. Tamara Klishina, Director of the Management Company YUSTA Hotels, told DK. U, how to quickly turn an unpopular resort into a prosperous premium country club hotel, and what is happening in the hotel business in general.

In search of symbiosis

The first suburban facility in the portfolio of the YUSTA Hotels Management Company was the operating recreation center “Solnechnaya Kamen” in Verkhnyaya Sysert. “There was a partially developed infrastructure, the flow of guests was small,” says Tamara Klishina. - We had to designate a list of services, organize sales, develop pricing and advertising policies. And also to start developing the concept and positioning the hotel on the market. "

Where did you start?

- First of all, it was necessary to resolve the issue with the title. Two ideas were in the air: to keep the hotel's old name or to assign a new one - "Greenwald". On the one hand, it would be interesting to play on the theme of Bazhov's places, and the name "Sun Stone" was suitable for this. But the decisive role was played by the features of the interior and exterior. The country hotel has three buildings made in the style of European country houses (Bavarian style, Alpine chalet, half-timbered house). The style of the buildings sets the general image - a European rural house against the backdrop of the Ural nature.

The name of the country hotel is also a symbiosis of a natural theme with a European touch. Greenwald - translated from German means "green forest".

The second thing we did was conduct a full audit of the facility, starting with employees, ending with material and technical equipment. We outlined goals for the refurbishment of the hotel, segmentation of the target audience, formed a new team, and developed a menu. The work began in May 2015, there were not so many guests then, it was possible to build all processes in parallel with the current activities of the hotel.

Thirdly, we have decided on the price positioning. From the very beginning, we decided that we would work at the upper end of the premium segment. They analyzed competitors who were then on the market and set the price slightly higher than the rest. In addition, we thought out a flexible pricing policy, which took into account three factors: seasonality (from May to September and in December the price is higher), days of the week (more expensive on weekends than on weekdays) and length of stay. We still adhere to this policy.

Interiors influenced the choice of the Greenwald concept

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