In Resort
If you have a question or need to reach us while on holiday, please use the information below.
Why doesn’t the hotel know who I am?
We book the majority of our hotels through our trusted local suppliers to ensure that you always receive excellent service and the best discounts at the most competitive pricing. Once we've verified your booking, your name and contact information may not be handed on to the hotel until closer to the time of travel.
Please don't be concerned if you try to contact your hotel and they don't recognise your booking; this is routine procedure and should not be a cause for concern. You only have to look forward to your stay! If you need to contact the hotel for any reason, please do so at least a few days before your arrival.
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 paragraph.
What do I do if I have an accident or become ill whilst abroad?
If you or a member of your party is involved in an accident or becomes ill during your stay, it is vital you inform the reception who will, by law, put a report in the accident book. It is necessary that you complete an accident report to the local representative of your travel provider. It is also necessary for you to inform us using the emergency number listed in the Contact Details paragraph.
As well as your personal insurance, if travelling to an EU country we advise you to apply for your free EHIC card (which replaced the E111 form), this will allow you to be reimbursed for emergency treatment..
Do I have a representative whilst abroad?
No, as we are agents you will not receive any representatives from us, but you will be provided with an emergency number so you can contact us if you require assistance, this is detailed in our Contact Details paragraph.
In addition, telephone numbers are on your documentation for the local office of the travel provider who can arrange for a representative to meet with you.
Please note these emergency numbers are only available during normal office hours.
