Why can I not book online?

Due to the bespoke nature of our service, we must ensure that we can meet your needs and your expectations for your holiday. Therefore, our small, friendly team handles all bookings personally.

How do I book my holiday?

You can either phone or email us to enquire and book your holiday.

When is my deposit due?

We will take a deposit at the time of booking; your holiday will not be confirmed until we receive this.

When will I need to pay the balance for my holiday?

Balances will be due for payment 12 weeks before departure. If you are paying by cheque, we will need this 14 weeks before departure to allow enough time for your cheque to clear. 

If I pay with a credit card will I be charged extra?

You will not be charged for using your credit card.

Can I pay my balance in instalments?

You can pay in instalments as long as we receive the full balance 12 weeks prior to your departure date.

How can I complete payment of my booking?

You can pay via bank transfer or paypal.

I am a single traveller, will I be charged extra?

A single supplement would usually apply depending on the policy the property has in place.

Can I make a late booking?

You can make a late booking however this would be subject to availability.

I haven’t received my booking confirmation.

You will receive your booking confirmation within 48 hours after your booking is confirmed.

When will I receive my tickets/travel documents?

You will receive these between 2-3 weeks before departure.

Can you arrange my travel visa?

We can refer you to a visa company who can do this for you, unfortunately we do not issue visas.

How is my data protected?

The Data Protection Act 2018 controls how your personal information is used by organisations, businesses or the government. Everyone responsible for using personal data has to follow strict rules called ‘data protection principles’. They must make sure the information is used fairly, lawfully and transparently. Sensory Traveller has strict rules and regulations in place for the protection of your data. To find more information about how we use and protect your data please see our Privacy Policy statement.

Will my holiday be Financially protected?

FINANCIAL PROTECTION: Sensory Traveller Holidays is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with ” The Package Travel and Linked Travel Arrangements Regulations 2018” all passengers booking with Sensory Traveller Holidays are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Sensory Traveller Holidays.  This insurance has been arranged by The Travel Vault in conjunction with Towergate Travel through Zurich Insurance PLC.

CLAIMS: In the unlikely event of Insolvency, you must Inform Towergate Travel immediately on +44 (0) 1932 334140 or by email at tcs@towergate.co.uk . Please ensure you retain the booking confirmation form as evidence of cover and value.

Policy exclusions: This policy will not cover any monies paid for Travel Insurance

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please read these booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLcertificate

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

For more information please see our Terms & Conditions.

Do I need travel insurance?

We would always strongly advise that you take out a comprehensive travel policy to cover you before and after your trip.

What is the best way to carry money?

Most hotels accept cash, debit cards and credit cards. To be secure we would recommend that you only carry a small amount of cash for essentials and using your card where you can.

Can I add dietary or medical requests?

Special requests can always be added to your booking. Requests can be given at the time of booking or you can contact us after with them. Requests are not always guaranteed but we will try our best to accommodate them.

What time will check in/out be? Can I request an early check in?

Check in/out times vary depending on the policy of the property you are staying at and will be advised at the time of your booking. We can request early check ins, but it will not be guaranteed unless the property confirms this. On some occasions you can pay an extra fee for this.

I would like to know what facilities the property has (e.g., fridge to store medication, dry cleaning / laundry service, iron and ironing board, hair dryer, towels, toiletries).

We can check with the property before your booking confirmation to see if certain facilities are available. Please note that certain facilities, as for example dry cleaning / laundry service, might be available at an extra fee.

What luggage should I bring and are there any restrictions?

This will depend on the holiday you have booked and if any transport is included it will depend on the transport carrier you will be using; we will advise this at the time of booking.

Can you provide transfers?

We can arrange transfers for you, which will incur an extra fee.

Will the property have a taxi service?

We can check this with the property before we confirm your booking.

Will I need vaccinations?

Please check with your GP for advice on vaccinations and if you are up to date.

How much do the Experiences and Activities cost?

Each activity is created separately with your needs and interests in mind (bespoke). Because of the bespoke nature, our activities team will spend time with you to create an activity programme and will then send you a quote for the activities you have chosen. You will then be able to confirm which of these you would like to have. The Sensory Traveller Activities team will always work hard to ensure that you get the best price for your activity.

Where will the Experiences and Activities take place?

Activities will take place either within the grounds of your accommodation or nearby within an accessible facility. We always try to find locations that provide an optimal, natural, sensory environment where you will be able to relax and have an enjoyable experience. 

When will the Experiences and Activities take place?

Your Activity Itinerary, once confirmed with you, will be sent through to you via email for your records.

What Experiences and Activities are available?

There are a wide variety of activities available dependent on the chosen destination. Let us know what you are interested in and we will find it for you. To see what types of experiences are available please click on the Experiences tab or call us on 01522 837 249.

How do I book Experiences and Activities?

Call our Activities team to discuss what is available in and around your holiday destination. We can also help you with leisure activities and a guide to accessible facilities within the area. Call us on 01522 837 249.

How do I cancel Experiences and Activities?

Cancellation details are within your Booking Terms and Conditions. To discuss more thoroughly please call us on 01522 837 249.

Who should I contact if I was unhappy with my holiday?

We hope that you do not feel the need to complain but if you do have any concerns while on holiday please speak to a member of our team and we will do our best to resolve this. If on return from your holiday you are still not happy you should forward your concerns within 28 days in writing to: 

Sensoy Traveller, S18 Enterprise@Lincoln, Rope Walk, Lincoln LN6 7DQ.

Sensory Traveller Holidays

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