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Frequently Asked Questions


COVID FAQ’S

My event is in 2021, but I am worried about the restrictions that might cover my weekend

We are constantly monitoring all new and modified restrictions being put in place, in addition to closely following FCO guidelines for travel. As things stand all bookings due to travel in 2021 are live and ready to go, so as of now our current terms of business apply to any of these bookings. Should there be any new restrictions that affect your weekend we will be working in date order to discuss your options subject to the guidelines in place at the time of travel.

Should the rule of 6 still apply, can it proceed?

With the current guidelines in place travelling in groups of 6 will limit your group to a maximum of 6 per group, you can have multiple groups of 6 but you must not mingle or gather together. Our suppliers have been amazing and have adjusted in line with the government guidance and can take multiple groups of 6 to make sure you get the experience you have paid for. Please rest assured that we are working with all relevant legislation and will be working hard to contact any groups affected in a timely manner. We will of course be in touch if your booking is unable to go ahead, but for now, all 2021 bookings are scheduled to proceed as normal. Standard Terms and conditions apply

Can we have an extension on our balance deadline?

Due to us being tied in with our supplier’s terms of business we will be unable to move the final balance date for you. Should a date change be requested for your booking, your final balance date will move to 8 weeks before travel.

What happens if I cancel my weekend now?

Because all 2021 bookings are scheduled as normal our standard terms of business would apply and all paid funds would be lost.

We're unsure about proceeding with our event due to all the uncertainty; do we still have to pay our final balance?

We advise paying your balance on time to avoid your event being cancelled for ‘non payment’ This would result in the loss of any monies paid to us as this is deemed a cancellation you. If you would like more information please feel free to click on the below: Money Saving website under the section 'I've a future trip booked – what are my rights?', here: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/

What happens if the destination where our event is being held goes into lockdown?

If your event destination goes into a localised lockdown, you will be issued a Refund Credit Note that will allow you to either postpone your event to a later date or apply for a full refund as soon as we have recovered any funds from our suppliers.

What happens if I can't get to the event due to a local lockdown in my area?

If you cannot travel to your event but your event is able to proceed, you will not be eligible for a refund or postponement and will need to make a claim with your travel insurance provider. We will be able to provide documentation to help support your claim.

Can we postpone our event?

We always work with you and our suppliers to move your weekend date, however there is a £10 per person admin charge to cover the work involved in cancelling and rearranging your booking, payable prior to the change being actioned. Any extra charges due to seasonal price variances are your responsibility and will be rolled into your original final balance date.

If one or more items on our event is unable to go ahead due to Covid-19, what are our options?

If one or more of your activities is unable to proceed, we will do our best to find a suitable alternative for your group. Failing this, we will provide a refund for the part of your package that cannot be delivered.

If we postpone our event and one or more guests are unable to attend the new date, what happens to their money?

If one of your guests are not able to attend your new event date, their deposit will unfortunately be forfeit; however, we will be able to provide a refund for any other payments made. Please be sure to check that your minimum number requirements will still be met, as failure to meet your minimum numbers may result in a supplement for the remaining guests. If you can find a replacement for the guest who has dropped out, we will happily offer a name change on their place, free of charge.

My event was cancelled due to Covid-19. Can I use my credit to re-book now?

Yes, we have re booked most of our groups from 2020 to 2021 already. Spaces are filing up fast so please get in touch ASAP with your new dates.

BOOKING FAQ

How do I book an experience?

After we've designed your perfect weekend together, all you need to do is secure the package with a £40 group deposit. We'll then agree a secondary deposit to help you get commitment from your group and then final balance is due 8 weeks before travel. We pride ourselves in being that little more flexible and are happy to coincide deposits with paydays.

My group have special requirements, can you help?

Everyone deserves an epic stag or hen experience and we can work to all your special requirements. Is someone in your group pregnant, have a physical impairment, vegetarian/vegan/celiac, scared of water? Whatever it is we can help… Whether you need us to arrange accessible accommodation and travel, cater for special diets, or advise against activities that may not be suitable for your group. Just let us know what you need so we can tailor your quote accordingly.

Do I need exact numbers?

Not at all, Because of our substantial buying power we are able to secure your package based on your maximum numbers, what makes this even better you won't get charged for anyone that drops out. For more information see “Payments, fees and charges”

Are transfers included?

We don't currently offer flights because in our experience flights booked through agencies incur extra costs. Our trained advisors will help you find the best deal. We highly recommend that to get the best value for your weekend you'll need to book your flights 6-9 months in advance of your travel date.

Are flights included?

We don't currently offer flights because in our experience flights booked through agencies incur extra costs. Our trained advisors will help you find the best deal. We highly recommend that to get the best value for your weekend you'll need to book your flights 6-9 months in advance of your travel date.

Are treatments included with spa days?

Pamper days are one of our most popular activities for Hens, topping up on much needed R&R and cleansing you of the weekend mayhem! Most pamper packages include use of relaxing leisure facilities with pool, steam and sauna and changing rooms. Exact facilities available can vary so please check with your sales consultant or our admin team if you want something specific. Beauty treatments and or food/drinks can be included in some packages - on request - and will be made clear when booking and stated on your itinerary; otherwise they can be booked directly with the spa, please ask for further details.

Is breakfast included with my accommodation?

If breakfast is included as standard with your accommodation you will be notified at the time of booking and it will be specified on your itinerary. To get you the best value and keep your prices low we offer room only accommodation for most bookings. If you wish to add breakfast to your accommodation, please make it known to your sales consultant before booking and they will be happy to incorporate it into your quote.

Will we have to share beds?

Bigger rooms = better value… It keeps your accommodation costs to a minimum, so you have more to left over for awesome activities, travel arrangements and spending money. Where apartments and higher occupancy rooms are quoted, double beds are often the norm, however, we request twin beds rather than double wherever possible. We can arrange any accommodation to suit your needs, including single rooms if you want them, just let us know in plenty of time (prior to booking if possible) so we can give you an accurate quote. Changing your accommodation at a later date may be possible but can’t be guaranteed at the same price.

PRICING AND PAYMENTS

How am I protected?

We're bonded by a Specialist Tour Operator membership scheme. Protected Trust Services holds all client monies in a protected trust account and offers direct financial protection, so whatever happens on your weekend your money is safe, and you are fully covered. We fully comply with the Package Travel Regulations of 1992.

For further information, please visit: www.protectedtrustservices.com/travel/consumer-pr...

Do you price match?

YES!! If you have a quote from another company then we will price match the quote on a like for like basis. 9 times out for 10 we will be able to beat the quote and save you money. Go on… take our Price Match Promise challenge and see how much you could save!

I've received a quote for a package, can I have a breakdown of the pricing for each activity?

We tailor every quote to get the best value for your requirements and offer you the best price. This means bundling everything into one complete package price. The more nights you stay or activities you book the better the pricing will be, so we can’t give you a breakdown of each individual activity price as it will be more expensive if booked separately. If your group can’t all do the full package, we can provide special quotes depending on your needs, just discuss your requirements with your sales consultant.

Do you offer a payment plan?

To make life easier, we can make an individual payment plan for you. This means you can spread the cost of the booking across a number of months instead of having to pay the full fee up front.

When do I need to pay?

To secure your quote and make your booking all we need is one non-refundable £40 holding deposit. You can still change any details of your booking free of charge.

Then we agree a date for your group to pay the secondary deposits and confirm your group size.

The final balance payments are required by a minimum of 8 weeks before travel.

Your payment amounts and due dates are shown in your online itinerary. Please contact us at your earliest opportunity if you need to discuss changes to your agreed payment options.

What ways can I pay?

Easy! Simply click HERE to make a card payment online via our secure SagePay payment system or call 01202566100 to make payment over the phone. Or if you would like to pay monthly instalments you can set up a monthly standing order via bank transfer using Account number: 83664597 and Sort Code: 40-40-14.

Remember to always quote your booking reference with the payment so it can be allocated to your booking correctly. All payments will appear on your link the next working day for bank transfers and 5 working days for card payments, as long as your reference number is quoted correctly on each payment.

What are minimum/maximum group sizes?

We know that organising a stag or hen weekend can seem like herding cats, which is why you have come to us to do it for you! You want the peace of mind to know everything will be exactly as you want it, at the best price possible and with the flexibility to change if you need to. So, we base your quote on minimum and maximum groups sizes meaning you don’t need to know your exact group size but we can still offer you the best price for your weekend.

If when you come to confirming your group size,

Minimum and maximum group sizes are advised to you at the time of booking and also shown in your personalised online itinerary (summary page), together with any conditions of package price increases.

If the final number of a group is an odd number, then a single supplement surcharge may apply if the booking includes accommodation or an event which is number dependant.

How do I see who has paid?

To view your online booking including your itinerary, payments and guest list please go to www.pts.cloud and enter your Username (this is the booking reference you were given when you booked. If you need a reminder, please contact our admin team on 01202566100 or admin@thestagandhenexperience.co.uk). Go to the Money In section where all your payment due dates and amounts are shown together with a list of transactions made by your group. Remember that payments take at least 1 working day to show on our system (longer from foreign accounts). If there are any payments missing from your booking please contact our admin team providing the payment date, method, name of the payee and exact amount so that we can try to identify the payment.

I have paid the holding deposit; do I also need to pay the secondary deposit?

No, you don’t. The holding deposit is added to your balance and will also be counted as your secondary deposit (for one person).

I HAVE BOOKED A WEEKEND

I have lost/forgotten/deleted the login for my itinerary?

If you have forgotten the password please click hereto take you to the password reset page for your online itinerary. Your password must be a minimum of 6 characters and contain at least one uppercase and one lowercase letter and at least one number.

When do I find out the hotel name and supplier details?

We pride ourselves on providing first class weekends and work really hard to set up lasting relationships with trusted suppliers who in turn offer us the best rates. To make sure we can continue providing these rates and services for the foreseeable future, all supplier details remain confidential until your secondary deposits have been paid. Then we release all information to you (shown on your online booking link) and you can request changes if you wish. All accommodation is centrally located.

We have every faith in the carefully selected suppliers that we use and trust that they will look after each and every booking we organise with the utmost care.

Can I make changes to my weekend?

We will try to accommodate any changes you wish to make to your booking based on live availability and pricing at the time. We try to avoid administration charges by advising you of the suppliers details after your secondary deposits with a week to make changes, at a later stage should you require further changes small administration charges will apply.

Date and destination changes are considered a full re-quote and subject to a £10 per person or a minimum charge of a £100 for groups of under 10 administration charge and may also incur package price increase.

Adding on extra people within eight weeks of travel cannot be guaranteed and are subject to administration charges of £25.00 per additional person added to your group. and may also incur changes to your package price.

For more information please see our Terms.

Can you change the name on the booking?

Everything is booked in the group lead name and so we are unable to change the name on the booking at a later date. If someone different is taking over organising your weekend we require notifying in writing by the original group leader; we will then make a note on our system of the change of contact for future communication but will not inform the suppliers. This avoids confusion with suppliers and ensures everything for your weekend goes smoothly.

What do you need my guestlist for?

The guest list is a tool to help you keep everyone’s contact details in one place, but it’s not essential. You can give everyone in your group a copy to keep, or just several responsible people in case you lose it or the group gets split, then you can contact each other and/or the suppliers. We deal directly with the group lead who made the booking and don’t need contact details for everyone in your group. Although we may need to request a rooming list for your group to assist the hotel with your check in. We never pass on guest list contact details without your express permission, and then only ever to suppliers relating to your booking. For more information on our privacy policy please CLICK HERE .

What am I Covered for? Do I need travel insurance?

Whether you are travelling in the UK or abroad, it’s never too early to take out travel insurance if you haven’t done so already. We are fully bonded by a specialist Tour Operator membership scheme, so you can be certain we cover you for anything that might occur that we are responsible for, including supplier failures, (more details are covered in our t&cs). However, now that you are financially invested in your trip, we highly recommend each person in your group should also have travel insurance to give you peace of mind and cover you for any eventualities outside of our control which could impact your trip, such as illness, loss, flight cancellation, adverse weather conditions etc. Look out for the 5* Defaqto ratings and check what the policies cover.

Our flights are delayed/We are going to be late, what should we do?

In the unlikely and unfortunate event that your flights change or are cancelled prior to your trip please contact us to let us know asap and we will advise you the best course of action and liaise with the suppliers. If this happens outside of our office hours or you are already travelling/preparing to travel, you will need to contact and notify the suppliers listed on your itinerary directly. They will be in the best position to deal with delays and can make alternative arrangements. It is also advisable to contact your insurance provider for their assistance.

If you are delayed checking in to your hotel or getting to any activities during your weekend please call the suppliers directly to inform them and discuss possible alternative arrangements.

What do I do in an Emergency?

Firstly, in case of a serious urgent emergency always contact the local emergency services… 999 in the UK, 112 in Europe.

Next…

If you are abroad: contact your guide for help. Their details are listed on your online booking link and often they have emergency contact numbers on the additional itinerary that is sent to you prior to travel. They are based locally to you and in a good position to assist with any problems you have.

If you are in the UK: Please call the suppliers directly for assistance; all contacts are listed on your online itinerary.

Should you require our help when you get home from your weekend, please contact us on your return. Our office hours are Monday to Friday 9am to 6pm.

Tel: 01202 566100 admin@thestagandhenexperience.co.uk

What is your policy for costumes/dressing-up/props?

All our suppliers accept Stag and Hen groups and so lots will actively encourage dressing up or bringing props like balloons, sashes or inflatables. However, each supplier has their own dress code policy and may have restrictions on what you can bring along with you. This could be due to health and safety limitations or simply they are concerned about disruption or offence to other clients so it’s best to check before you commit to a theme for your group.

Can We Take Our Own Drinks?

This will depend entirely on the activity you have booked, please check with the suppliers directly. All contact details are listed on your itinerary prior to travel.

I HAVE TRAVELLED

How can I leave feedback?

We LOVE feedback! Please email feedback@thestagandhenexperience.co.uk with all your comments and honest reviews. Knowing our clients have incredible weekends makes it all worthwhile, and if there is anything you feel could be improved we always investigate how we can remedy it for the future, to ensure our service keeps getting better. Your feedback truly matters to us.

How do I book the next amazing stag/hen weekend?

We love repeat custom and our clients come back again and again to get the same great service and amazing prices! When you want to book another weekend just contact your sales consultant who will be happy to talk through your requirements, give you the latest offers and quote your new tailored package.