Resorthoppa Service Options

You can choose a shuttle or private transfer service:
• A shuttle is a shared service to the main holiday hotels and apartment complexes, so offers you great value for money. The size of vehicle and number of drop-offs are entirely dependent on the number of passengers arriving at a similar time to you and going to the same area. In most resorts, you’ll have no more than a 45 minute wait from meeting with our airport staff to the shuttle leaving the airport – possibly longer in big airports such as Palma and Alicante in peak season. You may have a short walk with your luggage from your drop-off point if there is limited vehicle access – and please note that shuttles do not operate to private or business addresses.

• A private transfer is a door to door service (depending on vehicle access) and the vehicle is exclusively for your party. Depending on where your transfer is starting, your driver will either be waiting for you in arrivals holding a sign with your name on it, or you’ll be directed to our desk where your driver will then come and meet you.

• A VIP or Limo service will be in an upgraded vehicle

• Vehicle size is dependent on availability: A shuttle could operate in a car, minibus or coach; we cannot guarantee that if you book a private transfer for larger groups that you will all travel in the same vehicle e.g a party of 14 could travel in two 8-seater minibuses rather than wait for a 16-seater to come available.

• You may have to change vehicles if a resort/accommodation that has restricted access and so requires a smaller vehicle. A larger vehicle will take you from the airport to a central point, and then feeder vehicles take you on to your accommodation. This may also happen if you book a transfer that goes over a country border

• All Resorthoppa transfers are no smoking. The drinking of alcohol on board is not allowed and abusive or unruly behaviour will not be tolerated – you may be refused boarding or asked to disembark the transfer vehicle and make your own arrangements (at your own cost) to your destination.

• Selecting your transfer type – This is where you tell us where you want to go to and from. For example, you may just want to book a one-way transfer from an airport to a holiday resort, or a return transfer from a railway station to the city centre. The option you select will affect the search results you’ll get to choose from.

• Selecting the right country, resort or town you want - On the home page select which transfer type you want, the country and starting point for your transfer – this could be an airport, port, railway station etc. Then select where you want the transfer to go to.

• If the route you want isn’t available to book on line - this means that we currently don’t offer that route – we’re constantly expanding the areas we cover, so check back with us again in the future and it may have become available to book. • Payment: Payment is taken in full at the time of booking. We accept VISA Debit/Credit, Mastercard, Maestro UK (Sterling bookings only), Switch & Solo – surcharges may apply and will be detailed during the booking process.

• Details to Include on your booking:

o Total number of passengers – please make sure you include infants and children in the total number of passengers in your party

o Overseas accommodation address - in any resort there may be more than one hotel, apartment complex, chalet or villa with the same name, so we need the full address to avoid confusion.

o Mobile Phone Number: This is really useful if we need to get hold of you once your journey has begun or during your stay. You can also register to receive confirmation of your return transfer details by text if you book a shuttle transfer through Alicante, Barcelona, Palma, Gerona or Reus airports – which saves you from having to call us during your holiday. Your number will show on your booking, so the overseas transport team or our suppliers will also see this number, but it will not be given to any other person or organisation.

• Booking Confirmation: When you confirm your booking on screen, and payment is taken, your booking reference number will appear on screen with the option to print it before you exit our site. You’ll then automatically receive an email booking confirmation which will confirm that payment has been taken and the balance paid in full and details of your transfer. This will also detail instructions about what to do on arrival/during your stay/to confirm your return transfer details.

• It’s essential that you take your booking confirmation with you on your transfer. This must be shown to the driver or our representative before you can board your transfer vehicle. In fact, we recommend you take two copies - in some destinations our resort team have to have a copy of your booking confirmation as proof of a ticket/voucher for legal reasons.

• Shuttles are booked per person – there is no limit to the number of people you can book on these services.

• Private Vehicles - The maximum passenger number is for the total number of people (adults, children & infants) travelling ie. If three adults, one child and an infant are travelling you will need to book a vehicle for at least five people

• Luggage Allowance – the standard luggage allowance is one piece of hand luggage and one small suitcase/holdall only per person

• Excess Luggage:
o on a shuttle service there is no additional charge for pushchairs and manual fold-down wheelchairs, or small sports equipment such as tennis rackets.

o On a private transfer, if you are bringing pushchairs or fold-down wheelchairs please book a bigger vehicle to ensure you and your belongings can all travel in comfort and safety. Eg. If four people are travelling with luggage and a pushchair please book a vehicle for five or more people. If you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle in resort.

o Sports equipment such as ski or golf bags, surf boards or bicycles are classed as excess luggage and may be chargable – so please check at the time of booking.

• There is no charge for children under two travelling on a shuttle service, provided they sit on their parent/responsible adult’s knee – but you must still include them in the total number of passengers you book.

• On a private transfers, everyone travelling counts as a passenger. Therefore, if you’re a party of three adults, one child aged five and a baby, you will need to book a vehicle that seats at least five people.

• Baby/child booster seats: We recommend that you bring your own baby/booster seats to ensure the high standards you are used to at home. Some overseas suppliers can provide them (they will meet the local safety standards) so to book a baby seat, please email us on admin@resorthoppa.com with your details and booking reference and we’ll find out if this is possible. A supplement may be payable and you will be expected to fit the baby seat yourself.

• There is no charge for manual, fold-down wheelchairs but please ensure you email us prior to booking a transfer with us. We need to make sure the particular supplier in your destination can accommodate your requirements. Our shuttle transfers are not suitable for guests who cannot climb the steps into a coach or minibus.

• Resorthoppa currently offers adapted vehicle transfers from Alicante (ALC) and Gerona (GRO) airports, and these can be booked on line. However, Resorthoppa regrets that we are currently don’t offer them in any other resort, but hope to provide this service in the future.

• Should you wish to change any details of your booking, please email us at amendments@resorthoppa.com. Amendments to date, arrival time or lead name are free of charge up to 5 days prior to your transfer date. You may be charged for any changes to your resort, vehicle type or passenger numbers, or for any amendments made within 5 days of travel. Any amendments received within 24 hours of the transfer date may be treated as a cancellation and rebooking a charge of up to 100% of the booking value may be levied. Please see our terms and conditions for more details.
• To cancel a booking you must notify Resort Hoppa by email to admin@resorthoppa.com – including the booking reference, departure date and lead name of the party. Up to 7 days prior to travel, you will be refunded the full cost of your transfer less a £20 cancelation administration fee. Within 7 days of travel and no refunds will be made – you should be able to reclaim any costs you’ve incurred from your holiday insurance. Please see the Resorthoppa terms and conditions for more details.

• Once you have collected your bags and cleared through customs, make your way to the designated meeting place detailed on your booking instructions. In some airports we have a Resorthoppa desk; in others you’ll see our Driver or Representative holding a Resorthoppa sign. You’ll have to show your Driver or Representative your Resorthoppa booking confirmation to board your transfer.

• If you can’t find your Driver or our representative, please call us on the emergency number detailed on your booking confirmation – we’ll then get your Driver or Representative to you as quickly as possible.

• Waiting and transfer times vary depending on which transfer service you’ve booked and where you are travelling to. The approximate time your transfer will take is detailed on your booking confirmation – but this will vary depending on traffic, weather conditions and – if you’ve booked a shuttle service – number of drop-offs on route.

• Drop off and picked up points: o If you’ve booked a Private Transfer – you’ll receive a door to door service unless your accommodation is only accessible on foot , in which case we’ll drop you off and pick you up as close to your accommodation as possible.
o If you’ve booked a Shuttle Transfer – you will be dropped off at your own accommodation, at a nearby accessible hotel or chalet, or a central point in resort, depending on the vehicle access in the resort. For your return shuttle transfer you’ll normally be picked up from the same place as you were dropped off. If this changes, you’ll be informed on arrival or when you contact us to reconfirm your return transfer details.

• Comfort breaks: the Driver may stop for a comfort break on longer journeys

• Stops on route at a supermarket or to pick up accommodation keys: This isn’t possible on a shuttle transfer. On private transfers this is possible in some resorts – please contact us to make arrangements. There may be a charge for the additional time this will add to your transfer.

• Changes to your accommodation or return journey details: You must let us know – by calling the local office number on your booking confirmation – at least 72 hours prior to your original departure date so we can make new arrangements for your return transfer

• If you have an accident whilst on your trip and require extra room in your transfer vehicle (i.e. extra seat space to elevate your leg), please contact us on the administration number on your booking confirmation. You may be asked to pay locally for the additional seat, so make sure you get a receipt to claim back on your insurance. We will assume that you have confirmation from a Doctor that you are fit to travel. If you need more assistance, then we recommend you contact your holiday insurance provider who will help you make arrangements to get home.

• It’s essential that you reconfirm the details of your return transfer. Your booking confirmation gives details of who and when to call to reconfirm your return transfer – this does vary depending on what type of transfer you’ve booked, and where you’re travelling to:

• Private transfers – when you’re dropped off on your outward transfer, your Driver should advise you the time and place you’ll be picked up for your return transfer. If not, call the administration number on your booking confirmation 24-48 hours prior to your return flight for your pick up details
• Shuttle transfers – you must call the reconfirmation number at least 24 hours before your scheduled departure for the exact pickup time and location.
• In some Spanish destinations, if you have booked a shuttle transfer, you have three options for reconfirming your transfer – and these will be detailed on your booking confirmation:
o If you gave us your mobile telephone number when you booked on our website, we can text you your return transfer details. Your text will come through 24-30 hours prior to your departure date
o Or you can log on to www.hoppaconfirmations.com the day before you’re due to fly home – with your Resorthoppa booking confirmation, lead name from the original booking and your flight details to hand
o In some hotels, they display Resorthoppa pick up times at Reception – check on arrival to see if your hotel or holiday complex offers this service
o Only if you can’t use any of the above options will you need to call us on the reconfirmations number detailed on your booking confirmation

• If your flight is departing from Faro Airport, Portugal, you can log into www.viadirecta.net/confirmation 24 hours before your scheduled departure. Again, have all your return flight details to hand – and only if you have a problem accessing the site do you need to contact us on the reconfirmation number detailed on your booking confirmation
• If you don’t contact us to reconfirm your return transfer – or to inform us of any changes to your holiday arrangements – you could miss your return transfer pick up. This could mean that you miss your flight, ship or train home. Resorthoppa cannot be held responsible for any costs you then incur in making new arrangements to get home.
• If there is a delay to your return transfer due to weather, roads being blocked, etc., we’ll inform you as soon as we know. We will operate your return transfer as soon as the roads are clear. Unfortunately, if your return transfer is delayed as a result of the weather (or any other factors beyond our control), Resorthoppa cannot be held responsible for any costs you may incur if you decide to make alternative transfer arrangements or miss your flight/ship or train.

Outbound Delays:
• All our overseas teams monitor incoming flight and cruise ship arrivals, so they will know if you’ve been delayed. However, it really helps if you can ring the emergency number on your booking confirmation – this will be a telephone number in the country you’re travelling to – when you land/dock. If you’ve booked a private transfer, this will give the supplier time to get your driver to you as soon as possible.
• If you’ve booked a shuttle transfer, you’ll be allocated to the next available departure with seats available. Please note that this might not be for several hours/the next day, and in resorts where shuttles only operate on set days you may have to make your own arrangements to get to your destination, and claim the cost back on your travel insurance.
• Resorthoppa regrets that we cannot be held responsible for any costs incurred due to a flight delay.

Return Delays:
• Resorthoppa will pick you up as originally scheduled and you will be dropped at arrivals at the original time to wait for your check-in gate to open
• Resorthoppa regrets that we cannot be held responsible for any costs incurred due to a flight delay.

• Resorthoppa regrets that we cannot refund transfers due to the cancellation of an incoming or return flight. If you need to cancel the booking, email us on admin@resorthoppa.com confirming the reasons for the late cancellation – we’ll then issue you with a cancellation invoice that you can use to make a claim on your holiday insurance.
• If you can get a new flight out and so still need your original return transfer, please call us on 0871 855 0350 – we’ll book you a new arrival transfer (for which you will be charged) but you’ll keep your original return transfer.

• We recommend you take out holiday insurance to cover you and your party for any delays or events that may affect your transfer service.

• If you need to return home urgently, call us on the local emergency number detailed on your booking confirmation. If we can rearrange your return transfer we will – but it may be that we have to make new arrangements and so these will be charged for. However, you should be able to reclaim this from your holiday insurance. If you need more assistance, then we recommend you contact your holiday insurance provider who will help you make arrangements to get home.
• If the airline or holiday company you’re travelling with goes into receivership during your trip:
o If you booked directly with us through our website, please ring the local administration number on your booking confirmation as soon as you realise there is a problem. If we can make alternative arrangements for your return transfer – to fit in with your new flight or accommodation details – we will. If there is any charge for this you should be able to reclaim this on your travel insurance, so make sure you get a receipt for any costs incurred.
o If you booked through a travel agent, or another operator’s website, please contact them directly for advice and information.

Lost Property on Arrival Transfers
• Spain – Mainland, Canaries & Balearics
o All Lost Property queries for belongings left on transfer vehicles in Spain are handled by our UK Customer Services team. Please call us on (0044) 121 200 3322 as soon as you realise you’ve left belongings in the vehicle. An administration fee of £20.00 will be charged for chasing and returning your items to you.
o If you’ve left essential items such as passports, tickets, money or medicines on the vehicle, call the emergency contact number on your booking confirmation. We will then arrange to get your belongings to you (there may be a cost for this payable locally) – or let you know where you can pick them up from. Resorthoppa cannot be held responsible for any belongings that cannot be found, or any costs you incur in replacing them.

• All other destinations – As soon as you realise you’ve left something in your arrival transfer vehicle, please call the local emergency number on your booking confirmation. We will then arrange to get your belongings to you (there may be a cost for this payable locally) – or let you know where you can pick them up from. Resorthoppa cannot be held responsible for any belongings that cannot be found, or any costs you incur in replacing them.

Lost Property Return Transfer
• All Destinations: All Lost Property queries for belongings left on return transfer vehicles are handled by our UK Customer Services team. When you get back to the UK, please email us on lostproperty@resorthoppa.com with your Resorthoppa booking reference, a contact phone number and details of the items you’ve left in the vehicle. We’ll endeavour to return your property to you as quickly as possible. An administration fee of at least £20.00 will be charged for chasing and returning your items to you. However - If you’ve left essential items such as passports, tickets, money or medicines on the vehicle, and you haven’t yet passed through baggage check and into the departures hall please call the emergency number on your booking confirmation. It may be possible – but not guaranteed – that the driver can return to the airport with your belongings. Please don’t use this emergency number for non-essential items.
• Resorthoppa regrets that we cannot be held responsible for items left on our vehicles that cannot be found and returned to you.

We welcome feedback from our customers – it’s an important part of our ongoing product and service development.

Please email us on customerservice@resorthoppa.com or by post to Resorthoppa (UK), 4, Sussex House, London Road, East Grinstead, West Sussex RH19 1HH.