At what age do you class children as adults?
If the child turns 13 before the last day of the holiday they are classed as an adult.
- Can I amend my booking online?
Bookings can be amended online up to 14 days prior to travel through 'Manage my Booking' at the top of the page.
- Can I make a booking using two cards?
At the time of booking we can only accept payment on one card, however if you a pay a deposit at the time of booking, you can pay the final balance across multiple cards.
- Can I still book over the phone?
Bookings can still be made over the phone but will still be subject to a card charge.
- Can someone else pay for my booking even if they are not travelling?
Although the cardholder's address must match the address registered, the lead passenger name can be different.
- Every date I try when searching for a particular hotel shows no availability. Why is this?
Either the rooms are sold out, we are awaiting new rates, or we no longer deal with the hotel.
- How do I include infants in my booking?
When performing a booking on the site, infants should be entered as a note on the booking page, in the 'Additional Info' field as they are not charged for. Cots are also requested at this stage and the property rarely charges for them. It is important to note that an infant will not be accepted ...
- How do I pay my balance?
Your balance can either be paid online by logging into "Manage my Booking" at the top of the page or by calling our Accounts department directly on 0114 2515037.
- How do I search for multiple rooms?
From the home page simply click onto the 'More Options (multiple rooms, etc)' link at the bottom of the search box.
- I am an existing customer, but the site doesn't recognise my email address or username. What should I do?
Please check that the information you have entered is correct. If the problem persists, please contact us and we will aim to rectify the issue as quickly as possible.
- I have booked four rooms and would like to cancel one. On the website it shows no availability when I try to modify the booking through my account. What should I do?
If the system doesn't allow a booking to be amended online, please contact our Customer Services department on the number provided.
- I have contacted the hotel directly and they have no record of my booking. Why is this?
Our suppliers usually block-book rooms and generally the full booking details will only be sent to the hotel between two weeks and two days before arrival. If you have any doubts about any details of your booking, please contact our Customer Services department within two weeks of travel.
- I want to book for a three-month duration but the drop down menu in the search box only allows a maximum of 42 nights. What should I do?
Our system only allows properties to be booked for a maximum of 42 nights.
- If I have not received my vouchers after 30 minutes what should I do?
Please check your Junk Mail folder and your Spam Filter and also ensure that you provided the correct email address. If you still cannot access your voucher please speak with our Customer Services department. If you have only paid a deposit then please note that the voucher will not be issued un ...
- If I would like to book a sea-view room but one is not available in the search results for a specific hotel what should I do?
You can request for a sea-view in the 'Additional Information' section of the booking page. It is important to note that additional requests are at the discretion of the hotel.
- If there are rooms available on the site but the hotel says that they are fully booked, are these rooms really available?
Our suppliers have already bought the rooms from the hotel and this is why the hotel do not have any available directly.
- The accommodation was available when I made the booking, why does the confirmation screen now state that it will take a further two working days to confirm my booking?
Some rooms require further confirmation because they might have sold out from the time you did your availability search to the time of confirmation. We will try our best to confirm the rooms within two working days before we contact you by e-mail. If you do not wish to wait for the confirmation ...
- What are the child ages used on your site?
As all hotels differ slightly in policy, we operate a generic child age, between two and 12 years.
- What are the different All Inclusive Board Basis?
This guide for the differing All Inclusive board types is for indication purposes only, individual hotels and third party suppliers interpretations of the below board options may differ. The below All Inclusive board basis can differ from hotel to hotel and can also differ depending on the resor ...
- What are the different room types?
Twin/Double Standard. This is a room to sleep two adults in a room with either a twin or double bed. If three adults stay in the room there may be three single beds or two single beds and a fold out bed for the third adult, or a double bed and a single bed. If two adults and one or two children ...
