In Resort & Group Travel
PRINTER FRIENDLY VERSION
After your arrival to the holiday destination…
Language
Unless otherwise stated all our representatives speak English and group tours are delivered in English language.
Transfers
The inclusion of transfers upon arrival and departure from/to the airport of your holiday destination is always indicated in our product descriptions. If transfers are included, you should follow the instructions on your transfer voucher. Which will advise if you will need to look for a specific representative or desk within the arrival hall (after collecting your luggage and going through customs) of the airport. We will always provide you with instructions prior to departure from the UK. The pick-up time for your departure from your holiday destination will also be provided, either by us before leaving the UK, or locally during your stay. We may provide private or shared transfers. In case of private transfers, you will be directly transferred to your hotel/airport. In case of shared transfers, you will be transferred together with other holidaymakers and your hotel may not be the first stop, similarly you may not be the last one to be picked up upon departure.
Accommodation
Accommodation categories are often based on the destination country’s rating system; therefore, the quality of standards and services may differ from the ones you are used to in the UK of the similar category. Please make sure prior to departure that your choice of accommodation is suitable for your needs and preferences.
Allocation of rooms is beyond our control; however, we are happy to forward your special room requests to the accommodation providers, but we cannot guarantee that you will get the room of your preference.
According to the international standards, hotel rooms can usually be occupied after 14:00 on the day of arrival and must be vacated around 10:00 – 11:00 on the day of departure. Subject to your arrival flight, it is possible that you are not able to get into your room right after the arrival to the hotel.
The hotels are not responsible for the cleanliness of the public areas around the hotel.
Constructions
Construction works at holiday resorts and in their surroundings often take place without prior notice, construction companies do not usually notify the “neighbours” of the works, therefore we are not always aware of these and these are beyond our control.
In some unlikely cases, you could face unforeseen restoration works at your accommodation that we are also not informed of in advance.
Pools
Pools must be cleaned, and water replaced from time to time, even if those are equipped with a filtration system, therefore there could be periods of the day (usually overnight) when pools cannot be used.
Air-conditioning
Air-conditioning systems are centrally controlled and may only operate in high-season. In most hotels air-conditioners would only work with closed doors and windows and / or with the use of the room cardkey. Functioning air-conditioners usually make some noise.
Water and electricity supply
Depending on your holiday destination due to unforeseen weather or technical circumstances there could be short power and/or water supplier failures, these are beyond our or the hotels’ control.
Clothing
In many hotels modestly dressing up for dinner is required and men are required to wear long trousers.
Optional tours & excursions
Optional programs can be booked in advance (see section number 14 in our terms and conditions) with us, but in most cases locally as well while already on holidays. The different optional tours / excursions are usually scheduled for the same days of each week, however, there can be alterations which may only be communicated while in resort during the holiday.
Problems
When sending your travel documents (tickets, vouchers etc.) we will always provide you with the contact details of our local representative and/or service provider. If there are more providers involved, we will provide you with all necessary contact details. Should you encounter any problems during your holiday please make sure to report it to our representative and/or the corresponding service provider, because:
a) this is the speediest way to resolve your problem
b) only if you report the issue in resort and at the time of the problem may we assist in requesting compensation (if relevant and verifiable ground can be established for it)
Alternatively, if seeking local assistance during your holiday is not possible or you need further help and support we also provide you with a 24/7 UK duty number within your travel documents. This phone number may only be used during your journey and while in resort. In case of lost and/or damaged luggage upon arrival to any airports a report must be filed with the airline or its representative (usually located in the baggage reclaim area of airports), before leaving the airport, because later it is almost impossible to contact the airlines and seek compensation as there will be lack of evidence filed.
