I have not received my travel vouchers or tickets. Can I still check-in?
You can still travel with the reference number given to you at the time of booking. Please ensure you have valid photo identification when you check-in.
What should I do if I have a complaint regarding my accommodation when I arrive?
In the unlikely event that you experience a problem with your accommodation, you should immediately contact the hotelier or accommodation agent/owner in order that they be given the opportunity to resolve the problem to your satisfaction. If the problem cannot be resolved by the hotelier or accommodation agent/owner, you should contact Steam Packet Holidays by telephone on (01624) 645 777 for assistance (answer phone service outside office hours). Should the matter still remain unresolved locally and you wish to take it up with us on return, the lead name on the booking should write to Steam Packet Holidays within 14 days quoting the booking reference and all relevant details concerning the complaint. We regret that we are unable to look into complaints concerning holiday accommodation if the above procedure has not been adhered to.
If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.
Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Ltd
9 Savill Road , Lindfield , Haywards Heath , West Sussex RH16 2NY
ABTOT , Tower 42, Old Broad Street , London EC2N 1HQ.
This scheme cannot however decide in cases where the sums claimed exceed £1,500 per person or £7,500 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.
Do Steam Packet Holidays Offer group discounts?
If you enquire about a group, we will seperately negotiate with the accommodation and the ferry company to ensure you have the best "Value for Many" option.
How many people does a family accommodate?
A family room normally consists of a double bed and 2 single beds, however many hotels have larger rooms if required. Please enquire at the time of booking.
When do I have to pay for my Steam Packet Holidays booking?
Special Offer bookings are payable at the time of booking. For Standard bookings a deposit of £40/€60 per adult and £20/€30 per child is payable at the time of booking and the balance is payable 6 weeks before your holiday commences. If the booking is made within 6 weeks of your departure date, the full cost of the holiday must be paid at the time of booking.
Do Steam Packet Holidays charge a fee for using a credit card?
Bookings made by credit card will be subject to a £3/€5 handling fee per booking. Debit cards will not be subject to a handling fee.
Can I buy Steam Packet Holiday Vouchers?
Steam Packet Holidays do not have their own vouchers, however we do accept Steam Packet Company vouchers as payment.
What is the earliest I can check-in to my accommodation?
Rooms are normally available from 2.00pm on the day of arrival.
What is the latest I can check-out of my accommodation?
Check-out times vary for all accommdations but as a general guide the time is usally 11.00am.
Do all Steam Packet Holidays have en-suite facilities?
With the exception of the Norley House, all Steam Packet Holidays accommodation provides have en-suite facilities.
Can I upgrade my room at a later date?
Subject to availability. Upgrades can be made a later date.
How can I offer feedback on my holiday?
Feedback is always very welcome to ensure our standards are kept to an acceptable level. You can contact us via e-mail [email protected] or alternatively you can write to us at Steam Packet Holidays, Imperial Buildings, Douglas, Isle of Man, IM1 2BY