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 Needs procedure is activated at the time of booking. If you have a disability or medical need which must be satisfied to enable you to take the holiday, you should ask for a Special Needs form. This asks detailed information regarding your requirements which we discuss 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.
Important Notes
Notice Required for Special Needs Forms Hotels normally allocate rooms 14 days prior to the commencement of the holiday. Because of the time needed to carry out the Special Needs procedure we regret that we cannot accept Special Needs requests less than 21 days prior to the start of the holiday.
Storage of Special Needs Information Under the Data Protection Act, companies are required to store no more information about people than is required to carry out the transacton in hand. One of the ways we satisfy this requirement is that we store Special Needs information against an individual booking and not against the name and address of the client. Accordingly, a new Special Needs 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.
Mobility Impairment
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 e-mail to
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
Wheelchairs
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:
1. They must use gel type batteries and not fluid based batteries.
2. When disassembled for transport, the heaviest piece must weigh not more than 15kg.
3. It must be possible to apply a brake so that the scooter does not move in the luggage compartment of the coach (on some scooters the brakes only work when they are assembled and this type is not suitable for transportation).
4. Someone in your party must be able to assemble and disassemble the wheelchair/scooter and be prepared to do so at every stop you need it.
5. It is not always possible to park a motorised scooter inside the hotel and you must ensure you have sufficient insurance or a suitable security device to enable it to be left outside if necessary.
6. You must contact our Customer Care Department and advise them that you intend to bring a motorised wheelchair/scooter so that they can contact the hotel on your behalf and establish whether suitable charging facilities are available.
7. We can only transport these items on tour coaches and not feeder coaches. This means you must join the tour coach at the relevant interchange point for your area or else travel as part of a private party which has booked the whole coach and does not require a feeder service.
8. Clients who arrive at the Interchange with a motorised wheelchair which does not meet criteria 1 - 4 above, will be refused transport of the wheelchair. If that refusal results in the client deciding not to travel, they will still be liable to cancellation charges according to our standard scale.
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 protected]. They can advise on local hire arrangements and ensure charging and parking facilities are available in the hotel.
Special Diets
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
