Frequently Asked Questions
Click on a question link to read the answer:
1. Is a Stay Play Explore short break purchased in 2016 still valid?
2. How can I book a Stay Play Explore short break?
3. I have a short breaks gift voucher to redeem – what should I do?
4. What’s included in a Stay Play Explore short break?
5. We’re not 2 adults & 2 children - can I still book a family break?
6. Does the price include the attraction/experience ticket?
7. Is breakfast included?
8. Is dinner included?
9. How many times can a ticket be used (& other rules)?
10. How long do I have to use the tickets?
11. Are there any dates when tickets cannot be used?
12. What if I lose my ticket?
13. What if I am unable to print my e-tickets?
14. Do I have to do all the visits during the stay?
15. Can I add on extra nights?
16. What if the dates I want to stay are not available to book online?
17. Will you refund or replace tickets?
18. Can I use special offers, Tesco Clubcard Deal vouchers or discounts to buy a Stay Play Explore ticket?
19. Do you have dog friendly accommodation?
20. What should I do if I have a complaint?
21. Can I keep an image of my tickets on my phone/tablet to be scanned at each attraction/experience?
Tickets from Stay Play Explore short breaks booked during 2016 expire on 31st December 2016.
All bookings must be made online through this website. Choose the break that you like and check availability for each hotel taking part in the break. Complete the booking form with your contact details, number of people in your party and debit/credit card details. Upon completion of your booking you will receive an email confirmation containing a link to print your e-tickets which are valid from the date of your accommodation.
The correct number of adults (for family breaks number of children and ages) will be required to reserve the appropriate room type and issue the correct e-tickets. Full pre-payment is required upon booking. Payments online incur a card transaction fee of £3.
If you have been given a Stay Play Explore short breaks gift voucher, please visit www.stayplayexplore.co.uk to choose the break you like and choose your preferred hotel/dates.
Book your short break and once you get to the checkout page add the unique voucher code into the appropriate box. This will reduce the cost of your short break by the amount on the voucher. Any outstanding amount for your short break will be required at this time to complete your booking.
£149 Stay Play Explore Family Fun breaks (family of four*, 2 adults and 2 children, aged 3-16 years) include as standard:
One night’s stay for a family of 2 adults and 2 children with breakfast at a choice of hotels plus Stay Play Explore e-tickets for any 3 of the 10 participating family attractions or activities valid from the date of your accommodation.
NB *Additional child tickets are available to purchase and the Hinckley Island Hotel, Sketchley Grange and Hilton Leicester hotels have family rooms to accommodate 2 adults and 3 children. Two rooms and two breaks may be required for larger families. Additional night stays are available at special Stay Play Explore rates.
£149 Stay Play Explore City, Taste, Veggie and Heritage breaks (for two adults) include as standard:
One night’s stay in a room for two adults with breakfast at a quality hotel, farm B&B or guest house, plus Stay Play Explore e-tickets for 3 of the participating experiences.
NB Additional night stays at special Stay Play Explore rates are available.
Yes, additional child tickets are available for each of the family short breaks. The majority of our partner hotels have family rooms which can accommodate 2 adults and 3 children. Two rooms may be required for larger families. Cots are available upon request on the booking form.
Entering the exact number of adults and (ages of) children on the online booking form will ensure that the appropriate basic short break cost is charged and the correct number of e-tickets are issued to your party. It is advised to check with the hotel if your booking is not for a standard short break, as additional breakfast charges or larger room type costs may be incurred which would be payable direct to the hotel on arrival/departure. Example combinations follow:
2 adults + 3 children = 1 x family short break/ticket + 1 x extra child ticket @ £20 + small charge may be applied for breakfast at some hotels on additional night bookings
2 adults + 0 children = 1 x family short break/ticket as standard
2 adults + 1 child = 1 x family short break/ticket as standard
1 adult + 1 child = 1 x family short break/ticket as standard
1 adult + 2 children = 1 x family short break/ticket as standard
1 adult + 3 children = 1 x family short break/ticket as standard
3 adults + 2 children = 2 x family short breaks/tickets as additional room and tickets
2 adults + 4 children = 2 x family short breaks/tickets as additional room and tickets
If you spot any mistakes on your booking confirmation or e-tickets, please contact Leicester Shire Promotions on 0116 225 4051 immediately. This telephone is available during normal office hours of Monday to Friday 9am to 5pm. There will be a £5 administration fee to make changes to your booking.
Yes, the great value ticket price does include the relevant attraction/experience e-tickets as well as one night’s accommodation with breakfast. Please check with individual attractions for use of tickets during special events and peak times. Your tickets must be downloaded from the link that appears on your payment confirmation sheet.
Yes, the great value ticket price includes one night’s accommodation with full English breakfast as well as the relevant attraction/experience e-tickets.
No, not within the standard short break price as guests often like the flexibility of choosing where to eat. However, some of our two adults’ short breaks offer food options and the majority of our accommodation partners have special offers for in-house dining. Simply enquire at check in, or telephone your hotel direct.
E-tickets issued for Stay Play Explore include a QR code, barcode, and a unique number associated with the short break booking. The tickets are identical and a copy of each must be handed in to each of the venues you visit as part of your short break.
Your tickets are valid from the date of your accommodation. Each of the chosen participating attractions/activities/experiences may only be visited once and the Stay Play Explore e-ticket will be scanned, recording your visit against the unique identifying number. One of your three printed e-tickets may also be retained by the venue for valid admission/entry. Please note that entry will be refused unless an e-ticket is presented. A ‘no ticket, no entry’ rule is in place.
**Please do not embarrass the staff at attractions/activities/experiences by trying to use your e-ticket on more than one occasion at the same venue, or at more venues than permitted by your break as your e-ticket will be refused.**
Stay Play Explore 2017 short break tickets are valid from the date of your accommodation until 31st December 2017. Tickets will not be accepted, extended or exchanged or refunded beyond this date.
Always check the Stay Play Explore short breaks website for the most up to date T&Cs relating to each break, these can be found on each package page. Also check with attraction websites for further T&Cs. If you are especially keen to visit a particular attraction on a specific day you should telephone the attraction directly before making your Stay Play Explore booking to ensure that it will be possible to visit on the date you require.
E-tickets issued for Stay Play Explore bookings can be reprinted, although the restrictions on number of uses remain in place. Please do not embarrass the staff at attractions/activities/experiences by trying to use your e-ticket on more than one occasion at the same venue, or at more than three venues in total. You are able to print out your tickets at the time you receive your booking confirmation. If you lose your tickets you will be able to go back to your confirmation email and print them out again. Should you reach your accommodation and realise you have forgotten to bring them with you, your hotel is able to do this for you. Tickets can be validated at three different venues, once you have used them three times they become invalid.
If you do not have access to a printer, please contact the hotel into which you are booked, or Leicester Shire Promotions (0116 225 4000). You can request that copies of your e-tickets are printed and posted out to you but please note, an administration and recorded delivery postage charge may apply.
No, you can come back to use all of your tickets up until their expiry date. Stay Play Explore 2017 short break tickets are valid until 31st December 2017. Tickets will not be accepted, extended or exchanged or refunded beyond this date.
Extra nights can be added to your short break at the time of booking for a special Stay Play Explore discounted rate.
After a package has been booked and paid for, Leicester Shire Promotions cannot add or reduce the number of accommodation nights connected to the short break. To add extra accommodation nights please contact the accommodation provider and book with them directly. Leicester Shire Promotions takes no responsibility for this booking or transaction.
You can contact your chosen hotel direct to enquire about availability if the dates are not visible on the short break booking grid. If they have availability then the hotel can update the booking grid themselves. You will then be able to book your break online as normal. Please note that the hotel cannot guarantee to have availabilty when contacted.
Bookings are non-refundable under any circumstances within 7 days prior to your stay date or at any point if any redemptions have been made from your eTicket.
For cancellations made up to 7 days before your accommodation date you will receive a refund of your package price minus a £5.00 administration charge. Any card transaction fees incurred at the time of booking will not be refunded. By failing to take up the booking without cancelling you will be liable for the total balance.
You may cancel your package providing that the cancellation is made by the person who processed payment and accepted the terms & conditions at the time of booking. For these reasons you may wish to take out cancellation insurance, which is inexpensive and can be obtained from any good broker.
After a package has been booked and paid for, Leicester Shire Promotions cannot add or reduce the number of accommodation nights connected to the short break. To add extra accommodation nights please contact the accommodation provider and book with them directly. Leicester Shire Promotions takes no responsibility for this booking or transaction. If you wish to reduce the number of nights, you will need to cancel the break (see below) and re-book using the online system.
If you wish to change the short break package currently booked, change the date of a short break, cancel the booking or change the hotel, Leicester Shire Promotions will try to accommodate you. However, each change requested will incur a £5.00 processing charge. All changes are subject to approval and availability of the hotel providers in question. Any card transaction fees incurred at the time of booking will not be refunded.
For cancellations and changes of dates please contact Leicester Shire Promotions directly (0116 225 4000). Our opening times are Monday to Friday 9am to 5pm.
Can I use special offers, Tesco Clubcard Deal vouchers or discounts to buy a Stay Play Explore ticket?
Stay Play Explore tickets cannot be used in conjunction with any other special offer voucher or promotion. Neither the attractions nor hotels will accept discount codes, vouchers or offers towards tickets.
Many of our Stay Play Explore accommodation providers welcome dogs – visit www.stayplayexplore.co.uk and check the listing details relating to the hotel or guest house that you are interested in staying at.
All complaints must be submitted in writing within 30 days from date of stay to Leicester Shire Promotions, 7-9 Every Street, Town Hall Square, Leicester LE1 6AG, where complaints will be investigated by an appropriate person. You will receive an acknowledgment within five working days. We aim to fully reply within 10 working days. If a full response cannot be issued within this timescale we will contact them to confirm:
- Who is dealing with the complaint
- The reason for any delay
- How long it will be before a full reply will be issued
If we have made a mistake then you will receive our apologies and we will take any corrective action we can. We monitor and report on any complaints we receive. We try to learn from them to improve our processes and intend also that our complaints handling process reflects best practice and opportunities for learning.
Sorry, not at present - we're hoping to develop this functionality very soon.
Additional child accommodation & ticket
If you wish to add one additional child to your booking of 2 adults plus 2 children, check that the hotel you have booked can accommodate 3 children in their family rooms and click here to purchase your additional child ticket. 3 IS THE MAXIMUM NUMBER OF CHILDREN THE FOLLOWING HOTELS CAN ACCOMMODATE IN A FAMILY ROOM: JURYS INN HINCKLEY ISLAND, SKETCHLEY GRANGE HOTEL & HILTON LEICESTER. 2 IS THE MAXIMUM NUMBER OF CHILDREN IN A FAMILY ROOM: HILTON EAST MIDLANDS & MARRIOTT LEICESTER. DO NOT PURCHASE ANY MORE - FOR HEALTH AND SAFETY REASONS THE HOTEL WILL INSIST THAT YOU PURCHASE AN ADDITIONAL ROOM IF THERE ARE MORE IN YOUR PARTY.