Important holiday information Other guests
We do not have exclusive use of all properties featured in this brochure. It is possible, therefore, that there may be guests from other countries and of mixed age groups at your accommodation. Many hotels we feature do operate corporate conference facilities and there may be occasions where business meetings are taking place during your stay.
TV Channels
Many hotels we feature have satellite or cable TV shown in rooms, we recommend that you use the same care and supervision with children watching TV as you would at home. Some channels may be of an adult nature. Where televisions are advertised we cannot guarantee the availability of English-speaking channels.
Internet Access
Access to the internet may be through terminals in the reception area, a dedicated room/internet café or available more widely through hotels using wireless networks. In all cases we cannot guarantee an uninterrupted service, connection may be restricted at certain times of the day and technical issues may cause temporary withdrawal of internet facilities. Also, we cannot guarantee the internet speed will be the same as you experience in the UK. Access to the internet is subject to local charges.
Local charges
Unless we have stated that a service or facility is ‘free’ in our accommodation descriptions or included services/facilities in an all-inclusive package, you may be asked to pay a charge locally. Here are a few examples of what you might expect to pay for locally, but always check first as there may be others.
• Daily car parking charge at some hotels/apartments. • Local taxes payable on check out.
• Entertainment and activities away from your accommodation.
• Highchairs, cots, hotel-run Children’s Clubs and meals for infants.
• Certain à la carte meal options. • Porterage of luggage at any stage.
• Safety deposit facilities, room service, minibar, TV / satellite TV, telephone calls, internet and Wi-Fi.
• Facilities and equipment such as spa entry, indoor pools, sauna, steam room and table games.
• Health & beauty treatments. Infants
In the interest of health & safety, every infant travelling must be accompanied by an adult, i.e. 2 infants travelling must be accompanied by 2 adults. There may be a charge locally for infants for use of services or facilities in the accommodation. In each accommodation description we state the maximum number of occupants a room or apartment can accommodate; this number can include ONE infant unless otherwise stated. If you need to book more than one infant into a room, please contact us before booking, as enquiries will need to be made with the hotel/apartment manager. For any bookings made which exceed this stated maximum and for which we are advised cannot be accommodated, we reserve the right to pass on the cost of any additional/different rooms/apartments required to accommodate the booking.
Single supplements
If a single person occupies a double room they will usually be asked to pay extra (a single supplement). Hotels price their rooms as doubles and they do not reduce the rates if they are occupied by a single person. The costs to the hotel of providing the room are the same regardless of how many people occupy that room. Single rooms may have different facilities to standard rooms. Single rooms are often smaller, may not have a balcony and may not be of the same general standard normal twins. While there is normally a supplement for these rooms the overall cost will usually be less than when a single person occupies a double room.
Air conditioning
Unless otherwise stated air conditioning will be centrally controlled. This means it is operated at the discretion of the management, both in bedrooms and public areas. Air conditioning may be restricted to particular times of the day and to the hottest months of the summer. There may be a local charge for air conditioning in some rooms.
Spa & Wellness
Admission & Opening Times An admission fee may be payable and treatments cost extra. Generally opening hours are between 10:00 & 18:00 most days and close for lunch anywhere between the hours of 12:00 & 14:00. You are recommended to visit the centre soon after you arrive in resort to arrange convenient times for treatment(s).
Health Although spa treatments are regarded as safe they are not always suitable for everyone. Conditions such as high blood pressure, poor circulation, deep vein thrombosis & heart disease may not be conducive to spa treatments. Similarly if you have recently had an operation, are pregnant or taking medication, you may not be able to have some treatments. We recommend you check with your GP if any of the above or similar applies and you wish to undergo spa treatments.
Spa - general rules Many Centres stipulate some or all of the following:
• Arrive with plenty of time before your treatment is due to start
• Do not bring valuables, as management cannot be held responsible for loss or damage
• Mobile telephones are not permitted
• Where treatments involve water, guests are expected to bring their own swimwear
• Certain treatments may include a medical consultation as part of the treatment; this is to ensure you do not suffer from any medical conditions that may be incompatible
• Drink plenty of water before and after hot tub/sauna/steam room visits
• Children under 18 are not usually accepted at spa centres
• Some hotels may restrict access to pools for younger children.
Nudity Please note that nudity is the norm in most saunas & steam rooms in Europe & Scandinavia and sometimes within the spa centre as a whole. Clothing/swimwear inhibits circulation and may overheat the skin in saunas etc and synthetic fabrics can breed bacteria; for this reason you may be requested to remove either your clothing or yourself from these facilities by concerned fellow users or staff.
Your resort Your safety and wellbeing on holiday Your health and safety is of paramount concern to us, especially if children are involved. In addition to monitoring the hygiene and safety standards in all the hotel and apartments that we use, it is appropriate that we bring to your attention the need for you to be careful and to take necessary precautions whilst overseas and we need your help and cooperation with this. We would ask you to pay close attention to the following information, together with any other information we, our agents or suppliers, provide to you before you go, during your flight and when you arrive in your destination and at your hotel. It is most important that you familiarise yourself with this information and any other information you are given or on display, because not only do we want you to have a great holiday but we want you to have a safe holiday.
Swimming pools and water features: some of our hotels and apartments welcome local people and other holidaymakers not residing at the property to use the swimming pool and facilities within the accommodation. This can lead to pool areas becoming busy at times, for example sunbathing space and available sunloungers may become limited. Please make use of the pool shower facilities before swimming - this helps to prevent any potential infections and helps to keep the pool clean. Many holidaymakers can enjoy slides and flumes. Therefore, we would like to bring your attention to the following important safety information:- Hotel's policies on lifeguards and supervision of water slides may vary and qualified lifeguards may not be present at all hotels/apartments or at all times. You should familiarise yourself with the pool, layout, depths and presence of any lifeguards before you or anyone travelling with you uses the facilities. Children must always be supervised by a responsible adult. Age and height restrictions may apply. Avoid swimming into and ensure landing areas are vacated quickly. Some slides and water features will not be suitable for weak swimmers, if you are pregnant or have certain medical conditions. Please check carefully before using the facilities. All notices and pool rules for safe use of the slides and water features must be observed at all times. Slides and facilities may not be operational on all dates throughout the season. Never use the slides or water features when closed. Never use the slides or water features if you have been drinking alcohol.
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Overseas safety standards: Regrettably the 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, the swimming pool(s) area and any unfamiliar cooking appliances. If in doubt, ask your representative or an appropriate member of staff.
Children: Children must be supervised at all times, especially near water, on balconies or in unfamiliar buildings and surroundings. For safety reasons, it is recommended (and occasionally compulsory) that children up to the age of 14 wear helmets when participating in any piste activity in your ski resort. Helmets are available to hire in the resorts - please ask your Neilson representative for details of your nearest equipment hire centre.
Stomach upsets: It is still a relatively common occurrence to suffer gastric illness when travelling abroad and being exposed to a different environment. There are many ways you can reduce the possibility of being affected, such as, not eating undercooked food, avoiding ice in drinks, ensuring you drink plenty of bottled water and avoid over exposure to cold winds and sun.
Out and about: Due to rough terrain, uneven surfaces and ice, we recommend that you are extra careful and vigilant when visiting sites of interest and crossing roads. Crimes against people and property are a fact of life throughout the world and you have the same responsibility for your own safety as you do at home. In some places the local police may not be very cooperative or interested when you report a theft or need insurance confirmation so always take care of your property. It is recommended not to approach cats and dogs and other animals as these may carry the rabies disease which can be passed on through bites and scratches. Please exercise caution before entering the sea as the seabed is not even and changes in depth. The sea is capable of springing surprises and we have not inspected the beach or seabed for its safety.
Our brochure includes information on different types of activities (such as sports in resort), transport services (e.g. local buses and taxis), excursions or establishments that you are likely to find in the local area. We do not own or operate any of these services. These are mentioned by way of a guide only, the information, availability and prices we include in our brochure are subject to change. If you choose to book services locally with the provider of any excursions and activities, we recommend you check your travel insurance covers any services you book and take part in and that you familiarise yourself with the company providing the services and any conditions that apply and literature/documentation you receive.
Our service
We are proud that our representatives 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. They are trained to know when they are not wanted – so if you want to do your own thing while you’re on holiday they’ll be perfectly happy to leave you alone. Our Representatives are always on hand in person or by phone to help sort out any particular problem whilst you are on holiday. If you have a complaint they will need to know about it and will do their best to solve the problem on the spot and minimise any inconvenience. This will also help us to improve the holiday experience for all our customers. There may be times when your Representative is unable to solve a particular problem immediately. While appreciating that this may be upsetting for customers, we do expect our customers to behave in a reasonable manner towards our staff. Consequently, should any customer act in a threatening or intimidatory manner towards our staff, we shall have no hesitation in taking appropriate legal measures.
Resorts
In low season, resorts can be quiet with some facilities in limited supply, whereas in high season the resort is sure to be full, with facilities in full swing. However, there may be occasions where hoteliers or providers of services withdraw a facility temporarily or otherwise due to lack of demand, especially at the start and at the end of season.
Transfer times
Timings quoted on resort information pages and in the back of this brochure are approximate and may be substantially longer, especially during local school
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