Equipment for sessions We do attempt to have enough equipment for all customers in resort to use at any one time. There may be times when a teaching session requires a certain type of equipment and therefore we do have a policy to reserve the equipment required for the teaching session until said session is finished.
Swimming pools Please make use of the pool shower facilities before swimming - this helps to prevent any potential infections and helps to keep the pool clean. The pool at your chosen accommodation may be fresh or saltwater. Every pool is different, so you are strongly recommended to familiarise yourself with the pool layout, identifying the deep and shallow ends before using. A responsible adult must always supervise children. Do not use the pool after dark or when the pool is closed, even if the pool has underwater lights. You should never swim when you have been drinking alcohol.
Overseas safety standards Safety standards and regulations overseas may not be of the same level that we enjoy in the UK. For instance, the design and height of balconies may differ. The setting and enforcement of local regulations is a matter for the authorities of the country and the foreign supplier of the services concerned. We are working with hoteliers to improve standards wherever possible. You should familiarise yourself with fire procedures, including emergency exits in your accommodation and the swimming pool(s) area. If in doubt, ask your representative or an appropriate member of staff.
Our service At Neilson, we are proud that our staff are the best in the business. They are thoroughly trained in making sure that you have a great holiday, added to which they are local experts and their knowledge is at your disposal. If you have a complaint we will need to know about it and our staff or will do their best to solve the problem as soon
as reasonably possible to minimise any inconvenience. There may be times when our staff are unable to solve a particular problem immediately. While appreciating that this may be upsetting for you, Neilson does expect you to behave in a reasonable manner towards our staff. Consequently, should any customer act in a threatening or intimidating manner towards Neilson staff we shall have no hesitation in taking appropriate legal measures.
Resort development Even in established resorts there is often a possibility of building work taking place. If in our opinion this is likely to affect your booked accommodation we will tell you at the time of booking or if you have already booked, you will be contacted before departure if there is time. Please refer to the Booking Conditions section ‘Circumstances beyond our control’ for more information.
Travellers with reduced mobility or disability The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. It is therefore important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied, this may be the case either before you go or when you arrive in resort. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.
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