What do I do if I have a problem with my hotel?
The first step to take if you have a problem at your accommodation is to report it to the Hotel Manager and reception. They will endeavour to try and correct the problem you have but if they are unable to help then you should go to the travel provider’s local office, which is detailed on your accommodation voucher.
Should a problem be on-going, we, as your agent can help you, and we will contact your travel provider in the UK, our emergency number is listed in the Contact Details section.
How are hotel ratings awarded?
Hotel ratings are awarded for facilities and amenities of the accommodation, each travel provider usually allocates their own rating based on their experience and consumer feedback but, please be aware that this may differ to the official rating.
Official ratings are awarded by the local Tourist Board and differ from country to country.
All hotels have guidelines of health and safety standards which should be strictly adhered to.
What do different board basis include?
The board basis refers to the food and drink options that are included with your hotel reservation.
All Inclusive: This means that, in addition to offering accommodation, your hotel includes a variety of other services such as unlimited food, drinks, and sometimes sports activities, as well as entertainment. Golf, diving, and spa services are typically extra-cost, as are branded drinks at some resorts. *Please note that ‘All-Inclusive’ will vary from hotel to hotel so please check before booking.
Full board:
Full board means that breakfast, lunch, and dinner are all included, eliminating the need to worry about where and when to eat each meal. However, with Full Board drinks aren't always available outside of meals
Half Board: Breakfast and another meal (typically your evening meal) are included in the price, but drinks are extra. The main benefit of half board is the freedom it gives you throughout the day to explore the surrounding region and eat lunch away from the hotel, but you can also come and go as you like. In rare situations, you can request lunch instead of dinner; the hotel will confirm this upon your arrival
Bed and Breakfast: This means that breakfast is included in the price of your hotel or holiday. Breakfast is typically served buffet style, and depending on the country you are travelling to, you will have a variety of breakfast options to select from.
Bed and Breakfast allows you to explore the resort/local area during the day, go out for evening dinners, and try out all the local and traditional cafés for lunch.
Self-Catering: This means that no meals are included in the holiday cost, you will be provided with catering equipment such as a fridge in your room to make your own meals.
Self-catering holidays give you the freedom to eat and drink wherever you want while also allowing you to explore the culture and nightlife of your destination.
Self-catering can be a terrific alternative if you are a couple or in a group where everyone pays for themselves.
Room only: No meals are included; you are only paying to stay in the room (note it is unlikely there will be cooking facilities in the room). So if you want breakfast or dinner, you must pay for them.
What are the check-in and check-out times?
These times vary according to the individual hotel and/or country. As a general rule check in is usually after midday on the day of your arrival and check out is before 10:00 on the day of departure. If you have booked a board basis with meal options, these facilities will end at check-out time even if your return flight is not until some hours after check out. Some hotels have courtesy room/luggage storage facilities, and we advise you to check if this is possible at the time of your booking.
Can I get early check-in or late check-out?
Yes, this may be possible but is wholly at the discretion of the hotel and is often charged extra. We can, if you wish, book you additional nights at the hotel to guarantee that you check in as soon as you arrive or to enable you to keep your room until your departure time. We usually recommend this for flights through the night or at unsociable hours. Some hotels have courtesy room/luggage storage facilities, and we advise you to check if this is possible at the time of your booking.
What is provided under the All-Inclusive offer?
There are different types of all-inclusive options, and it is important to check your hotel carefully and your hotel voucher so there is no confusion as to which type of all-inclusive you have booked. For example, all-inclusive light holidays normally offer alcoholic drinks only at the same time as your meals, whereas full all-inclusive normally offer alcoholic drinks during set times throughout the day and evening.
You should carefully check the meal and beverage times as this varies from hotel to hotel. Meals are normally buffet style, most hotels have a la carte restaurants which can sometimes be included in the all-inclusive package one time per stay, or several times per stay. Water sports, gym and spa facilities are often included with the all-inclusive package, but sometimes these are charged extra, and it depends on your hotel.
We are more than happy to provide you with all these details before your departure and to check what your travel provider includes with all inclusive.
What are the changes to All Inclusive hotels in Spain?
Popular destinations in Majorca, such as Magaluf, El Arenal, and Playa de Palma, and Ibiza, such as San Antonio, have implemented a new rule at all-inclusive hotels. Customers can have a total of six alcoholic drinks during the day, three at lunch and three more at evening. You are welcome to help yourself to limitless soft drinks during the day.
There will also be a restriction on establishments selling alcohol between 9:30 pm. and 8:00 am., as well as a crackdown on alcohol-related advertising.
The six-drink restriction currently does not apply anywhere else in Majorca, Ibiza, or the Balearic Island of Menorca. It also does not affect all-inclusive hotels on the popular tourist islands of Tenerife, Gran Canaria, Fuerteventura, and Lanzarote.
Please keep in mind that the information above is constantly subject to change, and we will update as soon as we receive it.
How do I make a special request at my accommodation?
We recommend that you contact your hotel directly if you have any requirements for your hotel stay. The contact information is available in the hotel voucher section of your booking confirmation email. Please keep in mind that some hotels do not get customer information until 48 hours before departure.
Can the hotel make local charges for services?
Yes, sometimes this happens and is usually for services such as a safety deposit box, mini bar, air conditioning, hair dryer, electrical equipment such as TV’s and use of the spa and/or gym. Sometimes a hotel or accommodation facility may ask for a refundable security deposit against breakage or damage, and this is returned on your departure. It is also possible that a hotel may ask for your credit card details to be left which will be used as payment for any additional charges, such as room service, if you require these during your stay.
What is the difference between studios, apartments and villas?
We have a wide choice of rooms and property types available so that you can discover the best accommodations for your trip.
Studios are often comprised of an open-plan living/sleeping area with a kitchen, bathroom, and twin or double beds. Sofa beds are sometimes used as extra beds.
Apartments typically have a living space with a kitchen, a bathroom, and a separate sleeping area with twin or double beds in each bedroom. Additional beds in the shape of couch beds may also be available.
Villas typically have an open-plan living area, a kitchen, bathrooms, and a private terrace or balcony. Beds will be in separate rooms, and amenities such as gardens, swimming pools, plunge pools, and Jacuzzis may be available.
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Can the hotel withdraw or close advertised facilities?
Yes, this is entirely at the discretion of the hotelier.
What does ‘non-refundable’ accommodation mean?
You may have the option to select rooms or services that are available at a special rate at the time of booking because they are non-refundable, non-changeable, and/or non-transferable from the moment of sale. This means that after the booking is confirmed, no changes (including names, dates, and duration) can be made, and the only option is to cancel.
The Service Provider may charge a 100% cancellation fee for cancellations of this lodging type. These accommodations are marketed as ""Non-Refundable,"" and full payment may be required at the time of booking.
