The Spa Holiday and Wellbeing Experts
Call us on +44 20 3735 7555

Open: 9 – 6 pm Monday-Friday & 10 - 3pm Saturday

Frequently Asked Questions

•    How much deposit do I need to pay for my booking?
•    When is the balance due on my holiday?
•    What payment types do you accept? Do you make a charge for paying by credit card?
•    How do I amend an existing booking and will I be charged?
•    How can I cancel an existing booking and will I be charged?
•    What is your refund policy on air tickets?
•    What happens if my holiday is altered or cancelled by Wellbeing Escapes?
•    Is Wellbeing Escapes a member of ATOL / ABTA?
•    Is my holiday protected if Wellbeing Escapes goes into administration?
•    Is it safe to book a holiday on your website?
•    What are your opening times?
•    How can I contact your Sales Team?
•    When do you dispatch my travel documents?
•    What is an e-ticket?
•    What are the passport and visa requirements for my trip?
•    Do I need to take any health precautions before travelling?
•    Are transfers included with my holiday?
•    What are usual check in and check out times at the resort?
•    At what age is a child classified as an adult?
•    How long before my flight departure do I need to check in?
•    Can I pre book my flight seats?
•    Do you offer travel insurance?

How much deposit do I need to pay for my booking?

When you confirm your holiday booking you will be required to pay a non refundable deposit of 25% of the total holiday cost (whichever is the greater). If the booking is made within 60 days of departure, the full amount will be required at the time of booking. Bookings made directly on our website require full payment at the time of booking. Some special offer flights will need to be paid in full at time of booking and are non-refundable should you subsequently cancel.

When is the balance due on my holiday?

The balance of your holiday is due not less than 60 days before departure. If we do not receive this balance in full and on time we reserve the right to treat your booking as cancelled by you in which case standard cancellation charges will apply.

What payment types do you accept? Do you make a charge for paying by credit card?

Payment can be made by Visa, Mastercard and American Express credit cards. We also accept Visa Debit and Maestro cards. If you pay by American Express a 2.25% credit card transaction fee will be applied. If paying by Visa/MasterCard, a 1.75% credit card transaction fee will be applied. There is no fee for debit card payments. Bank transfer or BACS payments are also acceptable if agreed in advance with our sales consultants. Wellbeing Escapes reserves the right to charge you in addition for any handling fees incurred by us in relation to bookings made by credit or charge card.

How do I amend an existing booking and will I be charged?

Any alteration to an existing booking will be treated as cancellation and rebooking and standard cancellation charges will be payable.

How can I cancel an existing booking and will I be charged?

You or any member of your party may cancel your booking at any time providing that the cancellation is made by the person making the booking and is communicated to us in writing. The following scale shows the charges that will be applied, based on the day the written cancellation is received and whether travel documents have been issued. In certain cases cancellation charges, if incurred involuntarily, will be covered by insurance taken out at the time of booking. We therefore strongly recommended travel insurance is taken out on any holiday booking.

Changes and Cancellation Fees

If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to an administration charge of £50 per booking, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. It will not be possible to make any changes within 30 days of your scheduled departure date.

If you or anyone on your holiday booking decides to cancel the holiday we must be notified of the decision in writing. The cancellation will take effect from the day the written confirmation is received. The following scale of charges will be payable depending on when the notification of cancellation is received.

Prior to 61 days, 25% of total holiday cost
60 – 30: 60% of total holiday cost
Less than 30 days: 100% of total holiday cost (including no show)

Where a flight cost has been incurred by Wellbeing Escapes at the time of booking, this will be added to the above cancellation charges.
Special Airfare Circumstances: Where the full cost of the airfare is required at the time of booking, no refund will be applicable from the time of booking. Airfares affected by this 100% cancellation policy will be advised at the time of booking.

What is your refund policy on air tickets?

Many air tickets have no refund value whatsoever. Unless your confirmation invoice informs you otherwise this will apply to your ticket(s). If you need a ticket that will allow for a refund or an en-route amendment you must contact us in advance of making your payment. Air tickets that do have a refund value, that are returned to us are subject to a minimum cancellation charge of £50.00 irrespective of the number of tickets returned. Tickets are presented to the respective airline or consolidator for calculation of the refund. Refunds by airlines or consolidators for part-used/return halves of tickets are always less than pro-rata and in some cases there may be no refund value whatsoever. Refunds will not be paid to you until they have been received by Wellbeing Escapes from the relevant airline or consolidator. This usually takes 8-12 weeks but in some cases (e.g. lost tickets) may take considerably longer. Tickets returned more than one year from the date of issue are classed as expired by the airline and generally have no refund value at all. If tickets are lost or stolen, certain airlines will not issue duplicates. New tickets may then have to be purchased locally, at the local fare. Even if replacement tickets are purchased, certain airlines will not issue refunds for lost/stolen tickets. A delay of up to 18 months is possible before authority from the airline to make any refund is received. Wellbeing Escapes applies a further £35 per ticket administration fee over and above cancellation charges in such cases. Please ensure that any tickets returned to Wellbeing Escapes are sent by registered post.

What happens if my holiday is altered or cancelled by Wellbeing Escapes?

We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We organize arrangements/packages long in advance using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On rare occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them significant changes we will do our best to advise you as soon as possible if there is time. A significant changes are considered to be one where there has been a change of resort, a change of accommodation to that of a lower category or price, a major treatment change, or, a change of flight time of more than 12 hours, and a change of departure airport, (except between London airports). Once we advise you of a significant change before your departure we will provide you with alternatives:

1. Accept the alternative offered (at additional cost if applicable).
2. Purchase another available holiday from us.
3. Cancel your holiday with a full refund of all monies paid.

In all 3 cases, compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control: Period before departure within which a major Compensation change is notified to you per person

More than 60 days: NIL
60 – 46 days: £10
45 – 31 days: £20
30 – 15 days: £30
14 – 8 days: £40
7 – 0 days: £50

No compensation will be payable if we cancel as a result of your failure to comply with our booking conditions in particular payment for your booking.
We reserve the right to cancel your package arrangements for any reason and in any circumstances. However we will not cancel your package arrangement within 61 days of departure unless it is for a reason outside our control (see Events out of our control). If we have to cancel your holiday we will offer you:

a)   An alternative package arrangement of equivalent or of very similar standard and price, if available
b)   Travel arrangements of a lower standard and a refund of the difference in price
c)   A full refund of all monies paid


Compensation as offered for ‘significant changes’ will also be paid. No compensation is payable if the package arrangement is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package.

Is Wellbeing Escapes a member of ATOL / ABTA?

Wellbeing Escapes are fully bonded with ATOL (number 10269), so your package holiday (accommodation plus flight) is covered by the government body, the CAA, in the unlikely event that Wellbeing Escapes were to cease trading. To obtain an ATOL bond, all travel companies must comply with strict financial criteria regarding the solvency of Wellbeing Escapes.
Wellbeing Escapes are not members of ABTA, since ABTA is a trade association for travel agents, not tour operators. An ABTA bond guarantees payment to a tour operator if the travel agent ceases trading. Since Wellbeing Escapes is a direct sell tour operator there is no travel agent-tour operator relationship, making ABTA bonding unnecessary and irrelevant. Please note, ABTA do not directly protect the consumer, consumer protection comes from ATOL.

Is my holiday protected if Wellbeing Escapes goes into administration?

Wellbeing Escapes are fully bonded with ATOL (number 10269), so your package holiday (accommodation plus flight) is covered by the government body, the CAA, in the unlikely event that Wellbeing Escapes were to cease trading. To obtain an ATOL bond, all travel companies must comply with strict financial criteria regarding the solvency of Wellbeing Escapes.
Wellbeing Escapes are not members of ABTA, since ABTA is a trade association for travel agents, not tour operators. An ABTA bond guarantees payment to a tour operator if the travel agent ceases trading. Since Wellbeing Escapes is a direct sell tour operator there is no travel agent-tour operator relationship, making ABTA bonding unnecessary and irrelevant. Please note, ABTA do not directly protect the consumer, consumer protection comes from ATOL.

Is it safe to book a holiday on your website?

Wellbeing Escapes is concerned about Internet security and takes care in ensuring all personal information is submitted securely. All our online credit card payments are processed using the latest ecommerce payment processing by Servebase.
All information submitted on the Wellbeing Escapes website is transmitted using Secure Socket Layer encryption (SSL) which automatically scrambles data before it is sent.
You can check the security of our checkout process as ‘https’ will show at the beginning of www.Wellbeing Escapes.co.uk web address. You will also see a padlock on the bottom bar of your web browser.

What are your opening times?

Our standard opening times for our Sales Consultants are:
Monday - Friday from 9.00 am to 6.00 pm and Saturday from 10.00 am to 3.00 pm
Times may vary on public bank holidays.

How can I contact your Sales Consultants?

Telephone Bookings: If you have made a booking by telephone, please contact your sales consultant who will be able to help with any query you may have. Please contact them directly on 020 3735 7555.
Online Bookings: If you have made a booking online, please call our Customer Services team on 020 3553 7620 
Contact by Email: You can also email the Sales team at This email address is being protected from spambots. You need JavaScript enabled to view it.  

When do you dispatch my travel documents?

Travel documents are usually ready for dispatch to you at least ten days before departure, but cannot be released until we have received full payment (in cleared funds) from you for your Escape.
Should you not receive your documents, please contact our Sales Team on 020 3553 7620 for assistance.

What is an e-ticket?

E-ticket is the paperless electronic ticket; it’s paperless because when you book it the details are safely stored in the airline booking system so there is no need to send you a paper ticket. Airline systems and requirements do differ, so we will inform you and send any instructions or documentation required to you by email.

What are the passport and visa requirements for my trip?

It is your responsibility to identify all passport and requirements for your trip and that you allow adequate time to obtain required documents. Please note that many countries require that your passport is valid for six months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport and visa requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements. If you fail to do so, you will be solely responsible for any cost, loss, or damage which you or Wellbeing Escapes incurs as a result of your failure. For regular updates on visa requirements or any conflictions in particular regions, see the Foreign Commonwealth Office Website www.fco.gov.uk

Clients not holding passports marked “British Citizen” must check applicable requirements with their Embassy, Consulate, or the British Foreign Office.

Do I need to take any health precautions before travelling?

It is always best to check with your GP to see if you need any inoculations or medications. Sometimes these need to be taken in advance of your travel date.

Are transfers included with my holiday?

Transfers aren’t necessarily included as part of a package quoted on our website. Transfer details will be clearly stated if they are part of a particular package. When booking by phone, your Sales Consultant will discuss all transfer options with you if you wish to book this as part of your holiday.

What are usual check in and check out times at the resort?

Usual check in time at resorts is 2pm and usual check out time at resorts is 11am.
At what age is a child classified as an adult?
In most cases a child is classed as an adult on the day of their 12th birthday. You must ensure you have returned from you holiday before the date of the child’s 12th birthday; otherwise the adult price will apply.

How long before my flight departure do I need to check in?

We recommend that you check in at least 3 hours before departure for all flights. Please note, we cannot accept responsibility if you arrive later than check in closure and are unable to travel.

Can I pre book my flight seats?

Some airlines offer the facility to pre book seats online, though this is not always possible as our Escapes are based on Tour Operator fares. Where possible, Wellbeing Escapes will pre book seats, but has no control over the allocation of seats by the airlines. Seats numbers given at time of booking are never guaranteed and can therefore change. The provision of particular seats does not constitute a term of your contract with us.

Do you offer travel insurance?

Wellbeing Escapes recommend insurance through Holiday Extras who specialise in selling direct insurance over the internet for single trip, annual, golf, winter or business travel; please click here for more details.

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