There is an important distinction between a Special Request and a Special Need. A Special Request is one of the pre-formatted Requests which are available in the pull down list which you encounter during the booking process. A Special Need requires more detailed intervention from our Customer Care staff. To take an example: if you have difficulty climbing stairs, you would probably want to request a low floor room. You would click the “Low Floor Room” Special Request when you make the booking. However, that is not enough to guarantee you a low floor room, since it is very likely there will be many others also making a similar request. In addition, Special Requests are only notified to the hotel 14 days prior to arrival, whereas our Special Requirements procedure is activated at the time of booking. If you have a disability or medical need, you should telephone our Customer Service department on 01257 248014. Our customer service team will discuss with you your requirements, and will require your blue badge number, they will then discuss your requirements with the hotelier and then relay the hotelier’s response to you to enable you to make an informed decision whether to proceed with the holiday.
Notice Required for Special Requirements Hotels normally allocate rooms 14 days prior to the commencement of the holiday. Because of the time needed to carry out the Special Requirements procedure we regret that we cannot accept Special Requirements requests less than 21 days prior to the start of the holiday.
Storage of Special Requirements Information Under the Data Protection Act, companies are required to store no more information about people than is required to carry out the transaction in hand. One of the ways we satisfy this requirement is that we store Special Requirements information against an individual booking and not against the name and address of the client. Accordingly, a new Special Requirements request form must be completed for each and every booking where such a need exists. This procedure also ensures that we have the latest and most accurate information about the Special Need which has to be met.
If you have a serious mobility impairment, you must contact our Customer Care staff and ask them to make contact with the hotel for you. It is simplest to do this by telephone (01257 248014) or by e-mail to firstname.lastname@example.org. Do not forget to include your telephone number so they can discuss your requirements with you if necessary.
Please note that the company does not have any vehicles fitted with wheelchair lifts, so it is essential that all clients are able to manage the steps necessary to board a coach either unaided or with the assistance of members of their own party.
We can generally transport a collapsible wheelchair without any difficulty but you must notify us in advance if you wish to bring one because some feeder services are operated by taxis and minibuses and we need to check there will be enough space on the feeder service. Motorised wheelchairs and scooters present more difficulties and we cannot accommodate them on feeder services. We can only transport them if the following conditions are met:
We discourage guests from taking motorised wheelchairs or scooters on holiday because of the logistical problems which they present. If you wish to make use of motorised wheelchairs or scooters in resort we recommend that you contact our Customer Care team by emailing them at email@example.com. They can advise on local hire arrangements and ensure charging and parking facilities are available in the hotel.
If you need a specific diet, you must mark this requirement in the Special Requests section by pulling down the relevant pre-formatted Special Request. However, you are also strongly urged to make direct contact with the hotel 7-14 days prior to arrival and to forward details of their requirements in writing to the hotel.
If you are in any doubt about the suitability of a particular holiday, please contact our Customer Care staff at firstname.lastname@example.org