Booking
To make a reservation please call our holiday office to check availability. We can make a provisional booking for you, which can be held for up to 5 working days (unless it is within 6 weeks of departure). You will then need to complete the booking form in full, sign it and send it to us with your deposit/full payment.

Payment
At the time of booking you will need to pay a non refundable deposit of £30.00 per person.
Your balance of payment will be due 6 weeks prior to departure, with the exception of European Holidays where the 8 weeks prior to departure. If a booking is made 6 weeks (8 weeks for European travel) or less prior to departure, you will be required to pay the total cost of the holiday at the time of booking.
If payment is made by cheque, please write the name of the person who has made the booking and the tour title on the back of the cheque. Please make cheques payable to "Roberts Coaches". Credit/Debit card payments are also accepted. For day excursions full payment is required at the time of booking by credit/debit card or cash only. When this is received, we will issue you with a travel ticket.

Cancellation
Cancellation by you - if you cancel your holiday the following charges apply:

• More than 6 weeks prior to departure Deposit only
• 5-6 weeks prior to departure 50%
• 4-5 weeks prior to departure 65%
• 3-4 weeks prior to departure 75%
• 2-3 weeks prior to departure 85%
• Less than 2 weeks prior to departure 100%

Where items/tickets (such as shows or theatre tickets) have been purchased in advance on your behalf we require payment of the ticket cost at the time of booking and we will not normally be able to refund your payment if you were to cancel.
Cancellation by us - it is necessary for there to be a minimum number of passengers in order to operate a tour. If this number is not reached the tour could be cancelled. If this should occur we will return to you all the money you have paid us, if there is no suitable holiday alternative for you. We will inform you of cancellation of your holiday at least 14 days before the date of departure.

Single Supplements
Some of our tours incur a single supplement charge. This is a supplement charged by the hotel not by us. This is usually charged when they only have a twin or double room available for single use. Where it is stated that there is no single supplement this is limited to the number of single rooms that the hotel has allocated to us. Thereafter a single supplement could apply, subject to availability.

Seat Allocations
Requests for specific seats can be made at the time of booking, but are obviously subject to availability. Seats are allocated on a first come first served basis. Your allocated seat will be yours for the duration of the tour. We do not charge a supplement for front seats.
If for operational reasons we have to use a coach with a slightly different specification from the one on which you have booked, we reserve the right to alter the seats allocated.

Special Requests
We will make special requests such as specific floors, views, rooms etc. to the hotel but we cannot guarantee that they will be fulfilled. A general confirmation that a request has been made or passed to the hotel is not confirmation that this is met. If it is vital to your holiday it must be agreed with us at the time of your booking, when we will confirm with the hotel that this is available and that the arrangement can be made.
Hotels can usually cater for most dietary restrictions but please let us know at the time of booking so we can check for you.

Entertainment At Your Hotel
The tours where entertainment programmes are provided by the hotel are detailed in our brochure. Roberts Coaches cannot guarantee the type of entertainment offered as this is entirely at the discretion of the hotel management.

Itineraries
We reserve the right to make changes to any published itinerary. Where optional excursions are offered, these are not included in the price of the holiday. Refunds cannot be given to passengers not wishing to take advantage of any included excursions.

Foreign Tours
You are required to travel with your passport on all foreign holidays. Please check the expiry date on your passport as we cannot be held responsible for anyone being refused exit or entry to the UK or any other country. You must have 6 months validity remaining on your passport from the date you return to the UK.

Home Pick Ups
This is a free service that we offer to passengers within our designated pick-up area. You are required to share this service with other passengers. This service is available on holidays of 4 days or more.
If you live outside our pick up area we may still be able to offer a door-to-door service at a charge. Please contact our office for details of charges.
This service is mostly operated with our vehicles, but from time to time a hired taxi may have to be used for your home pick-up and this will be paid for by us.
For operational reasons, please notify us at the time of booking if your road is not accessible to a coach. If access is a problem, we will get as near as possible to your address. All of our pick up vehicle are standard vehicles and may or may not have the benefit of a kneeling position. We would kindly ask our passengers to make us aware if you are unable to get into a standard vehicle prior to pick up. We do offer the advantage of free secure parking in our car park as an alternative.

Group Booking Discounts
Group discounts are available for 10 or more making a booking on the same trip. Discount will be applied once the balance is paid in full. Contact us for details.

Child Reductions
Each hotel has a different policy on child reductions, but we can obtain a quotation for you if required.

Luggage
All baggage and personal items are carried at the owner's risk and we cannot accept responsibility for damage to any baggage. Never leave your luggage unattended.
As the driver has to load your luggage onto the coach, please keep luggage to one medium sized suitcase per person. A small holdall can be taken on board the coach.

Lost Luggage
We will always take the utmost care of your luggage, but in the unfortunate event of your luggage being lost, our liability is limited to £100.00 per suitcase.

Complaints
If you have a complaint during your holiday you must inform the driver as soon as possible so that we can try to resolve the problem immediately. If you do not tell us about the problem as soon as it arises it is difficult for us to investigate and rectify it for you retrospectively.

Special Needs
Please inform us before you book if any member of your party has special needs or suffers from any disability as not all holidays or hotels in this brochure will be suitable.
We are prepared to carry dry-battery motorised scooters on tour coaches (with prior notification), but the user or their travelling companion(s) is responsible for lifting the item on and off the coach each time it is required. As scooters vary in size and weight we cannot expect our drivers to lift them. The number of scooters to be carried is limited to 2 per tour.
Lightweight wheelchairs are accepted as long as they can be folded and stowed in the coach luggage hold.
Our drivers are happy to provide general assistance to passengers but must not undertake any action that may put their health, safety, welfare or legal requirements for a break in duty at risk.

Smoking
We operate a strict no smoking policy on all our coaches.

Mobile Phones
Mobile phones should only be used on the coach for emergency reasons.

General Terms
We reserve the unconditional right to refuse a booking or terminate a passenger's holiday in the event of unreasonable conduct, in our opinion.
All information contained in our brochure is correct at the time of going to press. We also respect the hotel right to remove a passenger from their hotel if their behaviour is felt to be unreasonable and affecting other passengers stay.

Insurance
We recommend that you purchase insurance to cover your holiday. If you travel without adequate travel insurance and require our assistance whist on one of our holidays, we will claim from you any expenses we incur on your behalf, which would otherwise have been covered by insurance.
It is not compulsory on tours within the UK, but is now compulsory for you to have suitable insurance for travel outside the UK.
For details of travel insurance costs and further information please contact our Holiday Department.
Roberts Coaches Ltd. is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Services Authority. Roberts Coaches Ltd. only offer travel insurance from Wrightsure Insurance Services.
Demands and Needs Statement:
This travel insurance policy will suit the Demands and Needs of an individual, or group (where applicable) who have no excluded pre-existing medical conditions, are travelling to countries included within the policy terms and who wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during the trip. Full details of these circumstances/events, levels of cover and terms and conditions can be found in the policy booklet.