Frequently Asked Questions

How do I book my holiday?

All bookings are made through this website. If you have any problems, get in touch via email and we'll get back to you.

I have a voucher, what do I do?

Make your booking through this website as normal. At the checkout page add the voucher code into the appropriate box. This will reduce the cost of your holiday by the amount on the voucher. If there is a balance left to pay, you will be asked to enter your card details.

What's included in my holiday?

The details of what is included in each holiday is shown on the website.
All facilities listed should be available during your stay. However, from time to time facilities may become unavailable for reasons beyond our control. This includes availability of swimming pool and leisure facilities at the hotel. At times it may be necessary for one of our partners to alter the provision of services they provide. This may include among other things, changes to meal services, opening times of specific facilities, availability of services. These items are out of our control. No compensation will be due for any changes beyond our control.

We're a larger family, can we still come?

Several of our partner hotels have family rooms which can accommodate 2 adults and 3 children. Two rooms will be required in other hotels and for larger families. If you are a group and would like your rooms to be close, please request this is the box on the booking form, however this cannot be guaranteed. Cots are available upon request on the booking form. You must enter the exact number of adults and (ages of) children on the booking form (even children below 3) and we will show you all the options and costs that are available to your party, including our extended PLUS and MAX breaks.

Does the price include the attraction/experience ticket?

Yes, your break includes at least three tickets, depending on the holiday booked.

Is breakfast included?

Yes

Is dinner included?

No, however, some of our holidays offer food options as one or more of the experiences you can exchange your vouchers for. Many of our hotel partners have special offers for in-house dining.

Do I need to pre-book my visits?

Most attractions are continuing to require advanced bookings and visits should usually be prebooked. Details on how to do this are listed on our Know Before You Go page. However these guidelines may change at short notice and we would advise you to double check directly with your preferred venues in advance by checking their own website before you book. Once you use your ticket to book a visit, your ticket will be redeemed and cannot be cancelled and reused elsewhere.

How many times can a ticket be used?

Your tickets are valid from the first day of your holiday. Each venue may only be visited once. Tickets are security protected.

Please do not embarrass the staff at attractions/activities/experiences by trying to use your ticket on more than once at the same venue, or at more venues than permitted by your break as your e-ticket will be refused. Any person found to have breached these rules will be charged £60 per incident.

How long do I have to use the tickets?

Tickets are valid for 12 months from the day your holiday starts.

Are there any dates when tickets cannot be used?

Always check this website and also the website of the attraction you plan to visit for the most up to date information. If you are especially keen to visit a particular attraction on a specific day you should telephone the attraction directly before making your StayPlayExplore booking to ensure that it will be possible to visit on the date you require.

As the tourism industry recovers from the impact of the Covid-19 virus, it is likely that attractions and experiences may reopen at different times and may find it necessary to enter further periods of lockdown. As this is out of our control there will be no reduction in the price, compensation payable, nor concessions made to your booking unless we are unable to offer you at least three alternatives for the use of your voucher.

What if I lose my tickets?

You can view and re-print your tickets by logging into your account on this website. You can also check if/where tickets have been used and how many you have left to use.

What if I am unable to print my e-tickets?

You can request that copies of your e-tickets are printed and posted out to you by recorded delivery. An administration fee of £10 will be charged.

Can I keep an image of my tickets on my phone/tablet to be scanned at each attraction/experience?

Some of our partners are able to accept digital tickets, but not all. It's best to have printed tickets for now.

Do you have to do all the visits during the stay?

No, you can come back again to use any remaining tickets as long as they are still valid.

Can you add on extra nights?

Extra nights can be added to your holiday at the time of booking for a special discounted rate, simply add the number of nights required in the relevant box. To add extra nights to an existing booking, log in to your account and amend your booking there.

What if the dates I want to stay are not available to book online?

Please send what you are looking for to help@stayplayexplore.com we will check with the hotel to see if they have availability.

How do I find hotels and attractions with specific facilities?

Use the search button to select either hotels or attractions and then simply tick the boxes of the facilities you wish to check, for example dogs accepted, free parking, electric car charging point etc.

Can I amend my holiday?

Yes! Simply log in to your account on this website and edit any existing booking. There may be a time restriction or administration fee. These will be calculated automatically and if there is a balance to pay, this will need to be done before the change is confirmed. To check if there will be a charge, see the relevant section below.

Amendments and Cancellations

Depending on how close you are to the start of your holiday, it may be possible to amend or cancel your booking by logging in to your account on this website. Any administration fee will be shown and will need to be paid before the change is confirmed.

Amends can be made according to the following conditions -

Cancellations:

0 - 48 hrs before your first night - it is not possible to make any changes to your booking

48 hrs - 7 days before your first night - a £50 administration fee per room will be charged. However, you will have the option to take your refund as a credit voucher to be used on a future booking. There is no administration fee charged if you take a credit voucher.

7 days+: a £25 administration fee will be charged per room. However, you will have the option to take your refund as a credit voucher to be used on a future booking. There is no administration fee charged if you take a credit voucher.

(Gift Vouchers and Credit Refund Vouchers are never refundable under any circumstances)

Amendments to existing bookings:

0 - 48 hrs before your first night - subject to availability, you can increase the number of nights/guests, however, you cannot decrease either the number of rooms or guests

48 hours plus - subject to availability, you can make any amendment to an existing booking on this website without any administration fee.

Any holidays booked using a voucher can only be refunded with vouchers.

Special conditions relating to COVID

If we are unable to offer you the holiday you booked, or a similar alternative (for example a different hotel) as a direct result of official government guidance, (excluding any alterations to service delivery permitted elsewhere within these conditions) then there are a number of options):
• Moving your booking to another date or destination so you don't miss out on your break
• A credit voucher so you can rebook your break when you are ready to do so
• A full refund

Self-Isolation

If you are unable to take your holiday as you or a member of your party has been instructed to self-isolate, we will be happy to:
• Move your booking to another date so you don't miss out on your break
• Issue a credit voucher so you can rebook your break when you are ready to do so
Unfortunately, we cannot make any changes within 48 hours of the start date of a holiday for any reason. Our normal cancellation policy applies in these circumstances.
You should consider taking out a suitable insurance policy to cover you for any potential losses you may incur.

How can I contact you?

Please email us on [email protected]com and we will get back to you as soon as possible, definitely within 48 hours. You can also message us through Facebook and Instagram. As we are a very small team, we cannot offer a telephone enquiry service.

If you have a complaint, we wish to resolve it as quickly as possible. Please email us with full details within 30 days. 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.

Is my money safe?

Yes – very safe! All tour operators and travel agents are legally required to provide consumer protection. We protect your money by working with a company called Serenity Travel Trust.

What about ATOL and ABTA?

Because we do not sell flights, we do not need ATOL. ABTA is an insurance policy that agents take out in case they need to refund customers. We go a step further and ensure customer's money is not used for any other purpose until the event is done and dusted. So, your money is also safe and secure.

Are we secure?

Yes, being part of a travel trust means the money you pay goes into the trust account and not to us, we only receive your money once you have travelled and received the services paid for. Meaning this is the safest way to buy a package.
If you would like to verify that we work with Serenity, see this page - http://serenitytrusts.co.uk/for-consumers/

Why use a travel trust?

Using a travel trust means the money the customer pays goes straight into the trust and not to the company until travel has happened and services have been provided, meaning the customers money is always safe and secure until after travel.

What does it mean when I see the Serenity Trusts logo?

http://serenitytrusts.co.uk/for-consumers/

Who are Serenity Travel Trust?

Serenity Travel Trust have been running for over 25 years, they are the gold standard in travel trust provision and that is the reason why we chose them to protect our customers, knowing your booking and money are always safe.