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Frequently Asked Questions

 

How can I pay for my booking?

We accept payments over the phone by debit or credit card, or if you are visiting us in at our Travel Centre on site, by cheque or cash. All payments are accepted free of charge.

Can I redeem gift vouchers online?

To redeem a Roberts Travel Group gift voucher against any of our tours, holidays or day trips, you will need to book with one of our helpful advisors here at our Hugglescote Travel Centre.

When will I receive further information and travel documents after making my booking?

You will receive all documents related to your travel approximately two weeks prior to departure. This typically includes information concerning pick-up times, informing you what time to arrive at our Hugglescote depot or chosen departure point.

If I lose my booking confirmation how do I request a replacement?

It is not essential for you to have your booking confirmation in order to travel with us, but we will be happy to supply you with a duplicate at no charge.

If I book a long time in advance, will I receive a reminder of when my balance is due?

Although we do not send reminders out directly to you, we will contact you by telephone or e-mail should your balance become overdue by more than a few days.

Can I take a wheelchair or mobility scooter?

Due to the variety of tours and holidays we have on offer and their varied itineraries we recommend that you contact one of our helpful advisors to discuss mobility requirements before you book.

Are Children allowed on coach Holidays?

For the vast majority of our tours Children are welcome to join as passengers, but we will always recommend speaking to one of our Travel Advisors before booking if you are unsure about any aspect of our coach holidays and day trips.

How much luggage can I take with me on my holiday?

Our recommended guideline is no more than one medium-sized suitcase per person, and a small amount of cabin baggage able to be stored securely in the spaces provided or held. We have a weight limit of 15KG per person.

Will there be a toilet on my coach and will there be comfort stops whilst travelling?

It is our intention to always make a comfort stop on our trips where time allows and it is written in the itinerary, and to also send all of our tours out on a vehicle with an on-board toilet. However, in certain exceptional circumstances it may be necessary for us to change the vehicle type for operational reasons. We would only do so after all passengers travelling on that tour had been contacted to gain their consent to do so first.

What is the pick-up charge if I live locally?

We offer a free complimentary pickup service on our Holiday packages for customers living within a specified area, and will collect and return you and your luggage to your front door for free, allowing you total peace of mind from start to finish on your holiday. For anyone living outside of our collection area we operate a free departure point collection service picking up from a range of locations. If neither if these options is suitable for you we will still be able to collect you from your home for a surcharge, but will always recommend that customer enquire with us before making their booking.

How much deposit will I need to pay for my booking?

Depending on the type of booking you are making we will require a deposit of the following amounts to secure your place:

  • UK Coach Holidays Deposit: £35.00 per person on holidays up to 5 days, £50.00 per person for holidays of 6 days or more.
  • Channel Islands by Coach Deposit: £75.00 per person
  • European Coach Holidays Deposit (Incl Ireland): £75.00 per person
  • River Cruise Deposit: £250.00 per person
  • Ocean Cruise Deposit: 15% of cruise cost or £250.00 per person whichever is greater
  • Air Holiday Deposit: £250.00 per person

What if I wish to change my booking?

If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date, we will do our utmost to make the changes for you. However, notification must be received in writing at our offices from the person who made the booking. This must be accompanied by a payment of £10 per change to cover our administrative costs, plus costs we incur in making the amendment.

What is the cancellation policy?

You may cancel your holiday at any time provided the cancellation is made by the person signing the booking form and is communicated to us in writing via the office who made your original booking. You will be required to pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. Your cancellation will take effect from the date on which we or our agent receive your written confirmation of your cancellation. For a full list of terms and conditions related to cancellations please refer to our Trading charter and Booking conditions, or contact one of our advisors.

What if my tour is cancelled?

If we are forced to cancel a tour for whatever reason we will endeavour to let you know as soon as possible. Where we are able to, we will do our best to offer a suitable alternative departure or holiday for you, or offer a full refund if alternative arrangements are not suitable.

Are my seats guaranteed for my booking?

On the vast majority of our coach holidays and trips seats can be reserved at the time of booking and will be allocated to you throughout the duration of your travel. We will always try our best to follow the vehicle seating plans shown and provide accurate seat number information, however it is not always possible on some tours. Please note that we do not allocate seats on our feeder service or on optional excursions for tours.

Can I make requests to the Hotel for my holiday?

Yes, we are happy to take any requests made during the booking of your holiday and pass them on to the specified accommodation provider. However, we cannot guarantee that any special requests will be granted.

Do you sell holiday & travel insurance?

Yes, if you wish to find out more about the cover we offer please enquire about it with our Travel advisors when booking your holiday with us.

What financial protection do you offer?

All of our inclusive coach holidays are BCH protected, meaning that in the unlikely event of our insolvency you will not become stranded in the UK or abroad, and that any future bookings you have made will also be refunded to you.

 



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