I can’t travel on the dates I have booked, what do I do if I want to cancel my booking?
We will have suggested that you take out cancellation insurance when you booked, and will not be able to cancel your booking and refund monies. However, we may be able to offer you an alternative. Please contact our Customer Contact Centre initially and they will be able to guide you.
The name of one of my party has changed, can I change the details on my booking?
You may change the details on your booking but may be charged an amendment fee.
I haven’t received (or I have lost) my booking confirmation, how do I obtain another copy?
Please contact our Customer Contact Centre and they will resend the e mail with your booking details (only to the same e mail address).
I’ve booked my break online. What will happen if my chosen break isn’t available?
We will offer you an alternative break or we will refund your monies.
I would prefer to pay a deposit and then the balance closer to time of travel, is this possible?
Unfortunately, this will not be possible, we will ask for full payment to confirm your booking.
How do I know if my reservation is confirmed?
We endeavour to contact you within one hour of your booking (within office hours) and this will be followed by an e mail confirming your booking and containing full details of your break. This will be followed by a booking letter containing full details of your break.
I’ve just received my email / booking confirmation letter and note that there is a mistake on my booking, how do I get this amended?
Please call the Customer Contact Centre and they will assist you. In some circumstances you may be charged an amendment fee.
I want to book my break but I’m not happy to give my credit card details online, can I make a booking over the phone?
Yes, you will be able to call our Customer Contact Centre on 0845 603 7771 who will be happy to assist you in booking your experience break.
The break I want is for two people but there are three of us who would like to travel, how do we go ahead and book for three?
Some breaks will only be offered for two people. However, please call our Customer Contact Centre and they will be able to confirm whether you will be able to add a single to your twin booking or not.
I’ve booked my break but when will I receive my tickets / directions to the hotel?
Your documentation will be despatched in time for your departure, but definitely seven days before travel and these will contain all the necessary directions. If there is additional information you need, please contact our Customer Contact Centre.
What types of credit card can I use to guarantee the reservation?
We accept all major credit and debit cards.
I do not have a credit card. Can I still book a break?
Unfortunately, we can only accept credit or debit cards for bookings.
When will my credit card be charged for the transaction?
Within 3 days of transaction.
Will I be offered insurance?
It is recommended that you have travel insurance when taking both UK and overseas breaks. Some of our suppliers offer their own insurance policies and you will be informed whether this is the case at the time of booking. Separate terms and conditions will apply to your insurance policy and you should read this policy carefully as it gives full details of what is and is not covered and the conditions of the cover (for example pre-existing medical problems and dangerous sports). Where suppliers do not offer travel insurance, we have included PA and PL insurance in the price of the break.
How do I know what facilities my accommodation has?
This information will be contained on the website and will also be sent to you on your booking letter.
Does the break include flight / airport transfers?
This information will be available on the website under your chosen break but please call our Customer Contact Centre if you have any queries on this part of your break.
What will happen if my flight is cancelled due to unforeseen circumstances?
The supplier of the break will be in contact with you / us to resolve the situation.
Am I allowed to bring my pets with me?
Please ask this at the time of booking and we will be able to tell you if you will be able to bring pets on your particular break.
Can I purchase gift vouchers?
Yes, you will be able to purchase gift vouchers to put towards an experience break which will usually be valid for nine months. You will find the expiry date printed on the voucher. You must book and complete your experience break prior to the expiry date. If you are unable to redeem your voucher within the validity period, the voucher can be extended for a period of up to six months. An extension can only be done once and must be done while the voucher is valid. A £15 administration fee is payable if you choose to extend your validity. If the website price has increased, you will also be required to pay the difference.