Frequently asked questions about StayPlayExplore / The Perfect Break packages

Click on a question link to read the answer:

  1. How do I book a holiday?
  2. I have a voucher – what do I do?
  3. What’s included in my holiday?
  4. We’re not 2 adults & 2 children?
  5. Does the price include the attraction/experience ticket?
  6. Is breakfast included?
  7. Is dinner included?
  8. How many times can a ticket be used?
  9. How long do I have to use the tickets?
  10. Are there any dates when tickets cannot be used?
  11. What if I lose my tickets?
  12. What if I am unable to print my e-tickets?
  13. Can I keep an image of my tickets on my phone/tablet to be scanned at each attraction/experience?
  14. Do you have to do all the visits during the stay?
  15. Can you add on extra nights?
  16. What if the dates I want to stay are not available to book online?
  17. What happens if I can’t take my holiday due to Covid?
  18. Can I cancel or amend my short break?
  19. What if I have to self isolate due to COVID
  20. Do you have dog friendly accommodation?
  21. How can I contact you?

How do I book my holiday?
All bookings are made through this website. If you have any problems, get in touch. All holidays are subject to availability.

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 use of swimming pool and leisure facilities at the hotel. Please check the covid information page for details of any special changes currently in place. 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 or for larger families. Cots are available upon request on the booking form. Enter the exact number of adults and (ages of) children on the booking form 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.

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 the website for the most up to date information. Also check with attraction websites for further 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 re-print your tickets from the original email you were sent. We can re-issue them to you and they'll be emailed to you on request.

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 please contact us on help@stayplayexplore.com

What if the dates I want to stay are not available to book online?
Please contact us on help@stayplayexplore.com we will check with the hotel to see if they have availability.

What happens if I can’t take my holiday due to Covid?
If we cannot provide you with the holiday you booked, or if you cannot go on the holiday you booked, as a direct result of Covid, you will be offered a new date, credit voucher or refund without penalty, depending on the circumstances of the cancellation. See below for more details.

Can I amend my holiday?
Any requests for changes must be sent to us by email to help@stayplayexplore.com from the person that made the booking and must be received by us at least 48 hours prior to your check in date. We cannot guarantee that we will be able to accommodate your request but we will try to do so. If we are able to accommodate your request, an administration fee of £25 per booking will be payable (unless as a direct result of Covid guidance.)

Cancellations
Should you need to cancel your booking once it has been confirmed, the party leader must immediately advise us by email to help@stayplayexplore.com quoting their booking reference number and the name used on the booking form. Other than for changes as a direct result of Covid guidance all cancellations are subject to the conditions and charges (based on the total booking cost) below –

• Within 48 hours of the start of your holiday – the full cost of the break is payable.
• More than 48 hours and up to 7 days before your holiday - credit voucher to the value of the original booking, less a £50 administration fee.
• More than 8 days in advance of your holiday – refund less £25 per room administration fee. However, you will also receive the option of taking the refund as a credit voucher for the total value of the booking.
Any holidays booked using a voucher can only be refunded with vouchers.

COVID
If we are unable to offer you the holiday you booked, or a similar alternative (for example a different hotel) as a result of official government guidance, then there are a number of options (excluding any alterations allowed for elsewhere within these conditions):
• 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 a 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

You should consider taking out a suitable insurance policy to cover you for any potential losses you may incur.

Do you have dog friendly accommodation?
Quorn Grange Hotel and Sysonby Knoll Hotel accept well behaved dogs for an additional charge - pre-booking your dog directly with the hotel is essential.

How can I contact you?
Please email us on help@stayplayexplore.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.

 

Serenity Travel Trusts

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.

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.

What does it mean when I see the Serenity Trusts logo? http://serenitytrusts.co.uk/for-consumers/

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/

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.

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.

 

Leicestershire Promotions Ltd
Quorn Grange, 86 Wood Lane, Quorn, Loughborough, Leicestershire LE12 8DB

Email: help@stayplayexplore.com

Opening times:
Mon - Fri 9am - 4pm