Frequently Asked Questions

Making a booking

How do I contact you?

You can either email us using the link at the bottom of the page or call us on 0800 9555 980.

When do I receive my tickets?

We will email full details over to you at the time of booking this will include directions and details of what to do at both the Hotels and the Theme Park.
Please print the confirmation and take this with you to gain access into the Theme Park.

What happens if I lose my confirmation?

If you lose your confirmation please call us on 0800 9555 980 and we will arrange for a replacement voucher to be re-sent. The original voucher (should you subsequently find it) will then become void.

Can I book at short notice?

You can book up until 48 hours before departure.

Do you have a brochure?

Unfortunately we do not have a brochure, however the website contains all the most up to date information and offers.

Is breakfast at the Hotel included in the package?

Most packages do include breakfast, please ensure you select the hotel information to confirm whether it is included.

Are dogs permitted into the Theme Park?

No, but if you have a guide dog please call us on 0800 9555 980.

Is it possible to book a child's birthday party?

We are not able to pre-book this for you, you will need to contact the park directly.

On what dates do the parks open?

The theme parks generally open from mid March onwards, for full details please visit the websites of the parks.

Do parks close if the weather is bad?

No. Some rides and attractions may close in cases of high winds, thunder or lightning due to Health and Safety. We regret that refunds will not be issued due to inclement weather. If you come prepared you will still have a great day!

How do I obtain the telephone number of the hotel?

If you select the hotel you require, information about the phone number is included. All hotel information will be included on your booking confirmation.

Are waterpark tickets included in the cost of my Alton Towers package?

Water park tickets are not included in your package but can be pre-booked as an extra or paid for when you arrive at the hotel.

What if I find a cheaper price?

Should you find a cheaper option please contact us via email using the link at the bottom of the page.

What time can I check into my hotel?

Hotel check in times can vary so we suggest checking your confirmation for more details; for most hotels, the earliest you can check in is 3pm.

How do I get directions to my Hotel?

Full directions will be included on the confirmation that you receive.

How can I make a booking without an email address?

Please contact us on 0800 9555 980 and we will send a copy out in the post for you.

Does the package include my Theme Park tickets?

Yes, the price quoted includes your Hotel accommodation and Theme Park tickets.

Is it possible to process my booking via a travel agent?

Yes, any travel agent that sells our products will be able to process a booking for you.

How many days in the theme park are included in my package?

Your confirmation will advise you how many days your booking is valid for.

How do I obtain the postcode for my hotel?

The full address will be on your confirmation. Alternatively this can be found under 'more info' for the hotel you are wishing to book.

Does the price include all the rides in the Theme Park?

Yes, the package price includes all the rides if there is any additional payment due for other attractions this will be advertised at the attraction entrance.

Can we book a Hotel when we arrive?

Unfortunately all our packages need to be booked 48 hours in advance of the 1st day at the Hotel or into the Park.

Can I pay a deposit?

Unfortunately full payment is required at the time of booking to guarantee the price and availability.

Do we need to pay for parking at the Theme Park?

Parking is charged at the following daily rates by park (subject to change).

LEGOLAND £4 per car per day (£9 per day for Priority Parking)

Alton Towers Resort £6 per car per day

THORPE PARK Resort £5 per car per day

Chessington World of Adventures Resort £2 per car per day

Warwick Castle £6 per car per day

Drayton Manor £3 per car per day

Parking is free of charge at Paultons Park and The Eden Project.

Parking is free of charge at Paultons Park, and The Eden Project.

What time do the Parks open?

The parks opening and closing times vary dependant on the time of year. Check your confirmation and the attraction's main website for more details.

Do I need to pre-book breakfast?

No. Breakfast is included with all our packages unless otherwise stated.

What do I do if I have not received my confirmation?

Please call us on 0800 9555 980 and we can check your details and arrange to resend this for you.

I do not have an email address - how will I receive my confirmation?

Please call us on 0800 9555 980 to make your reservation and we will arrange to post your confirmation to you.

What do I do if I am experiencing problems booking online?

Please call us on 0800 9555 980 and our friendly reservations team will be happy to process your booking for you.

Is parking included at the hotel?

Please select your hotel of choice to check whether parking is payable locally or included in the price.

Are all prices in Great British Pounds (£)?

Yes.

Are there any hidden charges or supplements on your breaks?

There are no hidden charges, the only charges within booking are credit card handling fees.

Do I pay a booking fee?

All bookings made by credit cards are subject to a 2.0% handling fee, minimum charge £1.50 – maximum charge £19.95 (non-refundable). This is not refundable and does not apply to debit card payments.

Please note: Play and Stay uses the merchant ID "HX SHORT BREAKS". Once you have made your booking and payment has been taken from your account, "HX SHORT BREAKS" will appear on your bank account statement alongside the amount taken for your booking.

What credit / debit cards can I use when booking?

We accept Maestro / Delta / Mastercard / Visa.

Please note: Play and Stay uses the merchant ID "HX SHORT BREAKS". Once you have made your booking and payment has been taken from your account, "HX SHORT BREAKS" will appear on your bank account statement alongside the amount taken for your booking.

Can I leave a deposit?

Full payment is required at the time of booking.

Can I use more then one credit card to purchase a package?

No, we can only take one payment from one card.

Why is full payment taken at the time of booking?

The full amount is taken to secure your booking.

Can I pay by cheque?

No, unfortunately we do not accept cheques.

Do the hotels provide cots for babies or should I bring a travel cot for my little on to sleep in?

Most of our hotels can provide cots but they must be requested before you arrive to make sure your baby is catered for.

Can all room types accept a cot?

Most room types will accept a cot, however please call our contact centre on 0800 9555 980 to confirm.

Do you offer family rooms and if so how many people can these rooms sleep?

Depending on the hotel but a few can sleep up to 6 people in one room. We offer a wider selection of hotels accommodating 4 or 5 people in a room.

Can I upgrade my room?

This depends on the hotel and if possible this can be organised locally.

What if I am arriving late at the accommodation?

All hotels have 24 hour reception. If you know you will be arriving late, you can inform us via the call centre before or after you have made your booking.

What if I need special facilities during my stay?

During your stay should you need any extra facilities please contact the accommodation staff.

What are the opening hours of your Call Centre?

The Call Centre is open:

Weekdays from 9am to 9pm
Weekends from 9am to 8pm

Is there a multiple bookings facility?

You can book a possible 3 rooms at a time, however for larger booking than that please ring our group bookings number on 0871 360 2638.

Can my tickets be used on any day?

No, all tickets are specific to a day or a particular range of days, beginning with the first day written on your ticket.

What is included in a Play and Stay breaks package?

Inclusive in your short break are the tickets and the hotel for all members of your party.

Within my family unit I have a young baby what breaks are suitable for us?

Most hotels accommodate cots no matter what attraction you visit. It is at your discretion what attraction you feel would suit your family.

Can we come in a group?

Yes group bookings are welcome. To make your booking process as simple as possible we have a dedicated number for group bookings: 0871 360 2638.

Can I get help whilst making a booking?

Yes if at any point during your booking process you have problems you can ring our call centre on 0800 9555 980.

What do I do if I lose my booking reference?

Please ring our call centre on 0800 9555 980 to reconfirm your booking.

Do you include cancellation protection?

Cancellation protection is not included. Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us by calling us on 0800 9555 980.

Can you hold a package for me?

Due to the high booking we cannot hold bookings - book now to secure the price you see.

Can I make special requests or changes after booking my package?

When booking please inform us of any special requirements you may have, however should any other requirements arise prior to your break, please ring us on 0800 9555 980.

Changing a booking

What do I do if I need to cancel my booking?

Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Play and Stay, please call 0800 9555 980. No refund is made for cancellation of bookings within 24 hours of the date of ticket entrance to the park, within 24 hours of the hotel stay (or after) or for part used stays. An administration fee of £15.00 per room per night applies to all other cancellations.

What do I do if I need to amend my booking?

Please contact us as soon as possible and we will do our best to offer a cancel and rebook to the details you nor require. Please be aware we may not be able to offer the package at the original price as it is subject to availability. Any amendments required within 24 hours of the date of ticket entrance to the theme park or within 24 hours of the hotel stay will be treated as a cancellation and full charges will apply.

What should I do if the park is closed when I arrive?

Please contact us on 0800 9555 980 so we can advise you of what to do.

Does the cardholder need to travel?

To prevent fraud and help keep our prices down, identification may be required on arrival to both the Hotel and the Theme Park. If the cardholder is not travelling please make sure the Lead name that is stated on the booking will be travelling and takes some form of photographic identification.

What happens if I am not satisfied with a hotel that you suggested?

If you are not satisfied with your hotel whilst you are there you should discuss this with the staff and see if they can improve your stay. However if the problem is the location type, please write to us at: Play and Stay Team, Holiday Extras, Newingreen, Hythe, Kent, CT21 4JF.

What do I do if the confirmation does not print?

Please ring the Call Centre on 0800 9555 980 and we will be happy to assist.

What is your refund policy?

Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras. No refund is made for cancellation of bookings within 24 hours of the date of ticket entrance or within 24 hours of the hotel stay (or after). An administration fee of £15.00 per room per night applies to all other cancellations and charges waiver.

Can I manage my booking online?

If you would like to make any amendments or cancel your booking please call us on 0800 9555 980 where our friendly team will be happy to help.

What do I do if I don't receive my confirmation?

Your confirmation can take up to 10 minutes to appear in your email inbox. If you do not receive this then call us on 0800 9555 980.

Can I change a name on my package?

Yes this is possible, please call us on 0800 955 5980 so we can arrange this for you.

I have lost my confirmation, can I get a replacement?

Yes, we can send another confirmation. Please call us on 0800 9555 980.