Planning Your Holiday

Your Financial Security  | Peace of Mind | Selecting Your Holiday | What Is Included | Seasonality & Public Holidays | Airlines | Air Travel Conditions | Air Routing | Seat Upgrades | Accommodation standards | Under Occupancy | Over Occupancy | Rooms For Early Arrival/Late Departure | Inclusive Meals | Other Guests | Family Holidays | Smoking | Accuracy In Our Holiday Guides | Holiday Prices | Travel Advise (FCO)

Your Financial Security

We hold an air  tour operator’s license through the Civil Aviation Authority (ATOL number 9442). So our air inclusive holidays are ATOL protected. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid us for an advance booking. For further information visit the ATOL site.

The holidays we provide which do not include flights are fully insured to provide you with the same level of protection as above.

Peace of Mind

As a responsible Tour operator we take out Combined liability Insurance. We also operate a Safety Management System which sets out our operational procedures from holiday inception until guests return home.

Selecting Your Holiday

We always strive to match our holidays to our guests. Space on our printed Holiday Guides is limited but there is more detail on our web site and our staff are always happy to provide impartial advise based on their in-depth knowledge and professional experience.

You should ensure you have the experience or qualifications required to participate in the activity and holiday you choose.

What Is Included

As a general rule we include flights, air passenger duty, most airport taxes, return transfers and accommodation on a specified meal plan. We also include the chosen activity and services of a guide. Please refer to our Holiday Guides & Holiday Briefs for inclusions on your preferred holiday.

Seasonality & Public Holidays

As many of our holidays are weather dependent we try and highlight the possible effect of the seasons and schedule our escorted tours and safaris at times best suited to deliver the holiday’s objectives. World weather is becoming less predictable and we cannot be held responsible for disruption to your holiday due to bad or un-seasonal weather conditions.

Many of the destinations we feature are available all year round. Some have quieter ‘off peak’ periods when things are less busy, operations are scaled down and some facilities may not be available. During these periods you’ll benefit from more personal attention from hotel staff and attractive prices. During peak periods things are busier and you may experience slower service and some crowding.

Virtually all countries have public holidays or festivals. These may temporarily disrupt your holiday and some, such as Ramadan, may result in a reduction of facilities and entertainment. We suggest that you take this into consideration when selecting your departure date. We endeavour to highlight dates in our Holiday Briefs. You may also want to check on the internet or contact the appropriate Tourist Office.

Airlines

While we usually make use of scheduled air services we also use charter airlines to destinations where there are no or insufficient direct scheduled flights. A charter flight is usually a cheap and direct way to reach your destination but there is often less leg room and onboard services may be limited.

Please note that if problems are encountered with flights not booked through us you will be responsible for any additional expenses and our cancellation charges apply if you fail to reach your destination.

Air Travel Conditions

In accordance with EU directive (EC)no.2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community List’ which contains details of air carriers that are subject to an operating ban within the EU Community.

Air Routing

A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for refuelling or to let passengers on and/or off. Indirect flights require a change of aircraft en route. The flight routings used in connection with our holidays make use of special fares which do not necessarily allow for non-stop flights. Details of any stops will be given in your document pack. Should you require this information sooner, please check with our sales staff.

Seat Upgrades

Economy class seating, whether flying charter or scheduled, is often full and it may not be possible to sit together. Where available we offer upgrade options, at a reasonable supplement, for a more comfortable journey.

Accommodation standards

Within our mix of holidays we use a wide variety of accommodation types from tented camps, through liveaboard boats to cosmopolitan hotels. We try to provide a general guide to the standard and style of accommodation but these vary between and even within destinations and may not be the same as you might expect in the UK. It is important to read our Holiday Guides carefully. Hotel accommodation is in standard rooms based on twin or double occupancy unless otherwise stated.

Under Occupancy

Our accommodation is generally bought by the room/cabin/tent and the cost divided to create a per person price based on twin/double occupancy. A single person will usually be asked to pay a single supplement. Similarly for a large suit or self-catering unit, which may accommodate more guests, an under occupancy supplement will apply if not filled.

In some case we have been able to negotiate attractive under occupancy offers. Where single occupancy accommodation is available it may be that the standard or location is not as good as that of a twin/double.

On safari or touring holidays it may be possible to book accommodation on a shared occupancy basis. We or our local partners will then pare you up with another guest of the same sex. Unfortunately we are unable to provide information about your room mate prior to departure. Where single rooms are offered they cannot be guaranteed. Supplements paid will be refunded if a single room previously confirmed is not available.

Over Occupancy

A third or fourth person sharing a room either shares existing beds or has an extra bed placed in a double/twin room (which may be of camp-bed style). There is rarely a reduction for over occupancy. As conditions are likely to be cramped you may wish to consider booking two rooms.

Rooms For Early Arrival/Late Departure

Unless we have stated otherwise irrespective of your arrival or departure times hotel rooms will generally be available between 2-3pm, and are to be vacated between 10am and midday. Should you wish to arrange early check-in or late check-out, it is normally possible. A price can be advised at time of booking.

Inclusive Meals

H2O offers holidays inclusive of your chosen activity plus meals etc. Inclusive does not necessarily mean that unlimited food and beverages are available 24 hours a day. Policies and full details are shown in the Holiday Guide and will be provided locally.

No refunds on meals not taken can be given. Pre booked meals may be subject to restrictions on the choice of restaurant and on occasion it may be necessary to be seated with other hotel guests.

While every effort will be made special diets of any kind (including vegetarian) are seldom catered for adequately within the constraints of a standard airline/hotel menu and cannot be guaranteed. We would therefore strongly recommend that anyone with special requirements takes a holiday where no meals (or only breakfast) are included and simply buys the most acceptable dishes locally.

When we show supplements for optional meal plans this is intended to offer you the opportunity to budget for the extra costs before you go. In some cases you may find the cost of the meal cheaper locally. We regret that it will not be possible to refund the difference either during or after your holiday.

If you have pre-paid for dinner it may be possible in some hotels to ask for a credit against a meal in an à la carte restaurant. However the value will generally be considerably less than the cost included in your holiday price. For some holidays that encompass Xmas/New Year we include the cost of compulsory

Where Special Festive meals (e.g. Xmas or New Year) must be pre-booked the cost will be included in the holiday price. Please refer to your Holiday Brief.

Other Guests

At certain times of the year, some destinations have an influx of groups such as clubs, students or associations. Some hotels especially in cities and large resorts, accommodate conventions and conferences. The accommodation we use is often shared with guests from other countries with different cultures and customs. We have no control over the acceptance of bookings other than our own. We are therefore unable to accept responsibility for any inconvenience caused by other guests or their activities.

Family Holidays

Due to lack of suitability or specialist medical facilities some activities or destinations are inappropriate for families with young children. We are happy to advise which holidays might suit your requirements best. Please also refer to relevant Holiday Briefs where any minimum age restrictions are specified. We do not recommend tours or safaris for children under 10.

Child (2-11 years) reductions are subject to availability and usually involve sharing parents’ accommodation. Infants (under the age of 2 years on the date of the return flight) pay from £50 when travelling economy, there is no entitlement to a separate seat on the aircraft. International airline regulations allow only one infant per adult. Any charge for a baby cot in the room and food are paid for locally by the guest.

Smoking

Most airlines and many hotels have a non-smoking policy or have introduced a total smoking ban. Please ask for details prior to booking if it is important to you.

Accuracy In Our Holiday Guides

Whilst every effort is made to ensure accuracy of the information and prices shown in our Holiday Guides things may change by the time you come to book your holiday. We reserve the right to change any of the information contained in our promotional materials. Please check details of your chosen holiday with us at the time of booking.

Flight times, airlines and routes are given for guidance only as these may change. Final details will be shown on your tickets.

Hoteliers, restaurateurs, activity operators etc., may wish to maintain or improve their facilities, or even take a break themselves.

Tour or safari itineraries may change as a result of local conditions, weather, time of year etc. causing some of the facilities we have described to be unavailable or different from those advertised.

When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.

Holiday Prices

When booking your holiday flight or hotel upgrades, extra nights, additional services or extensions will be quoted for upon request. Should you wish to extend your holiday making your own private arrangements, this can usually be done subject to an administrative charge up to £50 per person. For accommodation only bookings prices can be quoted on request.

We reserve the right to increase or decrease the price of unsold holidays at any time. Any such changes will be made known to you before your booking is confirmed and a contract comes into existence.

The prices we advertise are based on specially negotiated airfares to be booked in a specific airline booking class. At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and you will be told the amount of the applicable flight supplement before you book.

Travel Advise (FCO)

We are kept updated with latest travel advise for our featured destinations by the Foreign and Commonwealth Office.

 Where the FCO advise against travel to one of our destinations we will begin cancelling holidays starting with the most imminent up to those 61 days ahead. If we have to cancel your holiday we will offer the 3 options listed in Cancellations by Us’ . As these will be Circumstances Beyond our Control no compensation will be payable).

For up to date advise for your chosen holiday visit our Travel Advise page.