Support is at the heart of what we do. It sets us apart from other holiday companies and is the reason you travel with us. We can’t stress enough the importance of disclosing to us your full support needs when you book your supported holiday.
The base price of your holiday includes 24 hour support for basic needs such as help with water temperatures for baths and showers, assistance with hair washing and shaving, sorting (but not laundering) clothing.
All customers are asked to complete a support profile detailing their full and exact needs for daily, living, medication, medical and other conditions, mobility, communication, continence and dietary requirements. As our customers’ needs change over time we do not “carry-over” support profiles from one holiday to the next.
Please contact us to discuss your support requirements if you have any questions about specific needs to ensure we can deliver the appropriate accommodation and support.
Support is provided by HELP Personal Assistant Services (CQC Reg No: RGP1-1427874143).
Terms and Conditions
It is essential that we are made fully aware of your support needs as failing to do so may result in understaffing and so restrict the activities in which you are able to take part. We reserve the right to refuse travel where support needs have not been fully disclosed on our booking form and in this circumstance you waive all and any right to refund of monies paid. All costs incurred as a result of laundering soiled and/or wet clothing and linen will be invoiced at the end of the holiday. We take no responsibility for costs and consequences arising from any undisclosed support requirements. Basic support does not include provision for waking nights. We do not offer clinical or medical support as part of our standard support package.
We ask all customers to complete a support profile detailing their full and exact support needs with daily, living, medication, medical and other conditions, mobility, communication, continence and dietary requirements. It is your responsibility to provide us with accurate up-to-date information for each holiday you book. As our customers’ needs change over time we do not usually “carry-over” support profiles from one holiday to the next so you may be required to complete a profile for each holiday you book. We take no responsibility for costs and consequences arising from any undisclosed support requirements.
Night Time Waking - We will provide waking night cover on request and this must be paid for at the time of booking.
Wandering - If your safety may be compromised by wandering away from the group, please disclose this on your Customer Support Profile so that we can put appropriate measures and staffing in place. It is very important to tell us if you may sleep walk or wander at night.
Medical Support - Please ensure we are notified if you have the following conditions so we can provide appropriate support: epilepsy, diabetes, asthma, heart and respiratory conditions. In the event of a medical emergency we will access services available locally.
Challenging Behaviour - Customers who display challenging behaviour should make us aware of their individual communication needs to ensure we can respond appropriately in all situations whilst on holiday. Please note that our holidays are not suitable for people who display physically challenging behaviour.
Sleep Apnoea and Snoring - Please advise us at time of booking if you need to use Sleep Apnoea equipment or if you are a heavy snorer. These conditions can disturb other customers and you may need to book a single room.
Socialising - Making friends and being part of a group is an important part of the holiday. If you have difficulties taking part in group activities, are uncomfortable in noisy or busy social groups, or present challenging behaviour in group situations, please advise us so we can offer you appropriate support.
Dietary Requirements - Please inform us in advance if you have a food allergy or intolerance, or special dietary needs at time of booking and in your Customer Support Profile to ensure that we can cater for you. Please also advise us of any recommendations relating to the consumption of alcohol.
Complex Needs - Some holidays are unsuitable for customers with complex needs. However we have vehicles and accommodation which are suitable if you have a combination of physical and learning disabilities and are always happy to discuss your individual requirements.
One-to-One Support - Individuals with high needs can be accommodated on most holidays with a one-to-one courier. This increases the cost of the holiday to cover the costs of the personal courier.
Physicality - Please disclose at the time of booking, and on your Customer Support Profile, if you require reinforced sleeping or seating equipment or you require additional seating space on vehicles and any other mode of transportation in order to accommodate your physical size.
Continence - If you have any problems with continence, or suffer from night-time incontinence, please advise us at the time of booking so that we can ensure the right protection is in place for your comfort. Please ensure you travel with appropriate supplies for your needs. Bring your own continence products, ensuring that you bring enough to last for the duration of your holiday including those days spent travelling to and from your destination.
Terms and Conditions
We reserve the right to refuse travel and to curtail trips if your needs have not been fully disclosed prior to departure. The full costs of curtailment in these circumstances will be charged to the customer. All costs incurred as a result of laundering soiled and/or wet clothing and linen, and for cleaning of furniture and vehicle seats from undisclosed continence issues will be invoiced at the end of the holiday. Costs incurred through non-disclosure of support needs or failure to supply all required medication and personal hygiene products will be invoiced at the end of the holiday. All supplements are payable in advance.