Frequently Asked Questions

A non-refundable deposit of £200 per person must be paid at the time of booking. If you choose to book a regional flight this additional charge must be paid in full alongside your deposit and is non-refundable.

When bookings are made within 8 weeks (for UK holidays) or 10 weeks (for European holidays) the whole of the holiday cost is due at the time of booking.

The balance of the holiday price and the date this balance is due to be paid will be shown on your Confirmation of Booking invoice. UK holidays should be paid no later than 8 weeks before departure and for our European holidays these should be paid no later than 10 weeks before departure.

In the unlikely event that a surcharge subsequently becomes applicable to your holiday, an amended invoice will be sent to you no later than ten weeks prior to departure. We do not usually issue receipts; please advise us if you require one.

To pay by debit or credit card please either call our accounts department on 01707 320226, or simply Manage your Booking online. We do not charge any card processing fees for payments made by debit or credit card.

You can also make payment by means of a bank transfer. Please quote your booking reference number.

Our bank payment details are:

From a UK Bank:

Sorting Code: 209312

Account Number: 80751928

Non-UK Bank:

Swift Code: BARCGB22

Account Number/IBAN: GB79 BARC 2093 1280 7519 28

Should the departure date you're interested in not be on sale yet, you can make a no-commitment Advance Registration for the holiday. When the holiday is priced and ready to go on sale, we will contact you to offer you an early opportunity to make a confirmed booking.

Although we will ask you to pay a deposit at the time of making the Advance Registration, should you not wish to proceed with the booking we will refund your deposit in full or alternatively we can transfer this to another booking for you.

Please call us or click the Enquire button against the provisional departure date.

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. 

You will be asked to pay an administration charge of £20 (or £40 if less than 84 days before departure), and any further cost we incur in making this alteration. For changes to our group flight arrangements, a flight administration fee of £35 will apply. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. 

Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.

Organising a group holiday can be an exciting but an onerous responsibility. There’s so much to think about, so why not leave the hard work to us? Our Private Groups Specialists can put together specific walking programmes for your walking club or group of friends and if our standard brochure arrangements don’t suit you, we will aim to adjust a holiday to suit your needs.

Always on hand to deal with even the most challenging requests our Private Groups team are ready to take your call on 01707 386723 or email [email protected]. 

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below):

Period before departure in which you notify us and cancellation charge:

• More than 70 days - Deposit only 
• Between 70 and 57 days - 30% of holiday cost 
• Between 56 and 43 days - 50% of holiday cost 
• Between 42 and 15 days - 80% of holiday cost 
• Within 14 days or after departure date - 100% of holiday cost

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.

We reserve the right to cancel your booking. We will not cancel less than 10 weeks before departure except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached (usually 10 participants). Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

In the event a refund is paid to you, we will: 

1. provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 
2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).

Period before departure in which we notify you and amount you will receive from us:

More than 70 days - Full refund 

• Between 70 and 57 days - Full refund + £10 
• Between 56 and 43 days - Full refund + £10
• Between 42 and 15 days - Full refund + £20 
• Within 14 days - Full refund + £20

This does not exclude you from claiming more if you are entitled to do so.

All our holidays involve a degree of physical activity, a range of terrains at times requiring a steadiness of foot, a reasonable sense of balance and, being small group guided holidays on foot, the need to move as a group during the day’s organised activities.

We want to ensure that our holidays are accessible to as many people as possible. We also recognise that the term ‘disability’ covers a broad range of impairments, many of which have no impact on mobility or the ability to participate in our holidays. Some medical conditions may preclude some holiday activities but not necessarily others. The nature of our holidays does mean, however, that some will not be accessible to certain people with certain disabilities or impairments.

If you have any disability or medical condition which may prevent your participation, or that of other group members, in the advertised holiday arrangements in any way, please contact us before or at the time of booking for advice.

We are always happy to discuss any disability-related needs with you and will endeavour to make reasonable adjustments to accommodate them if full details are provided in writing at the time of booking.

In general, for safety reasons, we require that all participants can cope reasonably with the demands of the holiday arrangements without assistance from our tour leader or other members of the group not travelling with you. We also require that all members of the group can undertake the included activities at a reasonable pace so as not to prevent other group members from completing the advertised programme without unreasonable delay.

During the holiday, for safety reasons, there may be some walks or activities in which your disability or condition may preclude you from participation. Should this be the necessary, although your tour leader will discuss his or her concerns with you sensitively, our tour leader's decision is final.

If we feel that we cannot meet your needs, we reserve the right to decline your booking. In addition, if, after booking your holiday, a disability-related additional need becomes evident that we cannot properly accommodate, we reserve the right to cancel your reservation.

For your own safety and that of your travelling companions, you must agree to follow the instructions of our tour leader, local guide or other responsible local official.

We always aim to provide you with the best possible holiday but realistically sometimes things do go wrong.

If a problem should arise during your holiday, please inform the relevant suppliers (for example, hotel staff) and our Tour Leader immediately who will endeavour to put things right on the spot.

If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify the complaint whilst you were on the holiday and this may affect your rights under the holiday contract between us.

If your complaint is not resolved adequately locally, please follow this up within 28 days of your return home by writing to our Customer Relations Department, giving your booking reference and all other relevant information.

Please keep your letter or email concise and to the point. This will help us quickly identify your concerns and speed up our response to you.

Your claim will still be accepted later than 28 days, but this impedes our success in its investigation.

Most of our holidays are priced including flights from the UK. If you'd like to organise your own flights, or travel by rail or car to the holiday centre, ‘land-only’ reductions are often available. You can book ‘land-only’ holidays online or by phone. 

Delays in joining your holiday

Should you be unable to join your holiday due to the cancellation or delay of your independent flight, please be aware that additional costs and losses involved in meeting up with your chosen tour may not be covered by your airline or insurance policy.

Although we will make every attempt to minimise your losses in these circumstances, we would not be able to absorb the cost of any cancellation charges or additional costs.

In the event of strikes, although we will endeavour to offer reasonable assistance, our ability to assist you may be limited when there are delays on your return journey to the UK.

Independent Connecting Flights

We strongly recommend that you do not finalise any connecting travel arrangements before you have checked with us, and especially not earlier than 3 months before your intended date of travel. There may be onerous cancellation terms on pre-booked connecting flights, ferry crossings or hotel bookings and we cannot accept liability for these if they become unusable due to changes in flight schedules or holiday itineraries. Nor can we accept responsibility for the consequences of any cancellation of independently booked travel or accommodation arrangements.

Should you plan to buy your own domestic connecting flights to meet up with our party at their point of departure from the UK, please contact us before finalising your arrangements.

Group Visa Arrangements

On holidays involving the party travelling on a group visa, if you are making your own travel arrangements and not checking-in for travel with the main party, it will be necessary for you to make your own independent visa arrangements which may involve additional cost and lengthy visa application procedures.

Should your holiday involve travel under a group visa, and you arrive at the UK departure airport too late to travel with the group, you may not be permitted to board a later flight or gain entry to your destination country.

Please note that unless otherwise specified airport transfers are not included for those making their own independent travel arrangements. It is your responsibility to make your own arrangements to get to the hotel where the holiday starts.

Should you wish to travel with the main party either from or back to the overseas airport, please contact us in good time prior to your departure.

Please note however that any complimentary transfer offered for those making their own independent travel arrangements, on arrival or departure, will be based on the transfer vehicle serving our London flight arrival. You should also note that flight schedules are subject to change and we cannot accept any responsibility for you being unable to join a complimentary transfer in the event of your independently booked flight or our group flight arrival or departure times changing.

If you wish to join our transfer vehicle from the airport to our hotel, please also ensure that you book your flight to the same overseas airport as our group. Cities such as Rome and New York are served by more than one airport; we don’t want you to wait at the wrong one!

For a relaxed departure you are advised to check in at the airport at least two hours before scheduled take off time (three hours for long haul).

Many airlines allow passengers to check-in on-line within 24 hours of your flight, before travelling to the airport. Online check-in is not always available for group bookings like ours, details are available from our Travel Team on 01707 386732 or [email protected].

On most flights the baggage allowance is either 20kg (44lb) or 23kg (50lb). Baggage allowances relevant to your holiday are shown in the travel documents sent with your tickets.

On many holidays you may have to carry your own baggage between transfer vehicles, on and off boats, ferries and trains and to your hotel room. Please only pack what you can comfortably handle yourself.

Details will be given in the Holiday Information Sheet, downloadable from the individual holiday pages, and your travel documents.

We normally have a representative at our UK departure airports and we recommend that upon arrival at the airport you report to them so that we can ensure that everyone has arrived safely for their flight; by doing this, we hope to avoid any unnecessary delays at the overseas airport before departing for your hotel. Advice as to where to find them will be in your Travel Note sent to you about two weeks before departure.

Please provide us with a mobile phone number to enable us to contact you at the very last minute or during your holiday – particularly during your outward travel. We will only use mobile phone numbers you provide us to assist you and not to subject you to marketing calls.

Please do keep your mobile phone switched on, readily available and where you can hear it when travelling to the airport or if delayed enroute.

This is a list of airlines used in conjunction with all of RWH Travel's holiday operations, details on specific departures will be given on the individual holiday pages.

1Time

Aegean Airways
Aer Lingus
Aero Caribbean
Aero Galapagos
Aero Ecuador
Aerolineas Argentinas
Air Arabia
Air Astana
Air Antilles
Air Baltic
Air Europa
Air France
Air India
Air Malta
Air New Zealand
Alitalia
Aurigny Air
Avianca

Bangkok Airlines
Bhudda Air
Binter Canarias
Blue Air
Blue Island
British Airways

Cape Verde Airlines
Caribbean Airlines
China Airlines
Comair
Condor
Copa Airlines
Croatia Airlines

Druk Airlines

Easyjet
Ethiopian Airlines

Finnair
Fly Thomas Cook (Charter)
Flybe

Georgia Airlines
Gol Airlines

Iberia Airlines
Iberia Express
Icelandair

Jet Airways
Jetstar
Jet2

Kingfisher

Lan Airlines
Liat
Loganair
Lufthansa

Norwegian Air Shuttle

Olympic Air
Oman Air

Precision Air

Royal Air Maroc
Royal Jordanian
Ryanair

Sata International
Sata Azores Airlines
Scandinavian Airlines
Singapore Airlines
Skybus
South African Airways
SriLankan Airlines
Swiss

Taca
Tam Airlines
Tap Air Portugal
Thai International Airways
Titan Airways
Thomson Airways
Transportes Aereos Inter
Turkish Airlines

Uzbekistan Airways

Vietnam Airlines
Virgin Atlantic
Vueling Airlines

Yeti / Tara Air

We are required by EU law (Article 9 of Regulation EC No 2111/2005) to draw your attention to the existence of a Community list containing details of airlines banned from operating within EU Airspace. You can also download the current list as a PDF document.

If an airline used in connection with your holiday becomes subject to an operating ban we will inform you of this to allow you to make an informed decision regarding your holiday arrangement.

For great rates on airport parking, hotels and lounges, we recommend the service provided by Holiday Extras. Please call on 0871 360 2570 and quote reference number HX364 or book online at holidayextras.co.uk/rwh.

Please check your destination’s entry regulations and any visa application procedures before booking and again before travelling as these may change without notice.

The UK Foreign & Commonwealth Office provides details of all Embassies and High Commissions in the UK.

Should you be unable to join your holiday due to you not having a valid passport, visa or other documentation required by the authorities in your destination or if your are denied boarding by the airline or its handling agents we cannot accept any responsibility for any consequent loss or additional cost incurred.

Passports

Passports are required for all overseas holidays or as identification when boarding a UK domestic flight.

Many countries now require that your passport valid for 3–6 months beyond your stay.

The UK Government has published advice on new passport rules for travel to Europe after Brexit.

Please check that the passport is yours, it’s valid and that you’ve packed it (in your hand luggage and not your suitcase!) before you travel. It is not uncommon for a traveller to arrive at an airport with a passport belonging to another family member and find themselves unable to travel as planned.

We strongly recommend you carry a photocopy of your passport separately from your main travel documents.

EU & Schengen Area Airport Transit Visas

As of the withdrawal date of the UK from the European Union, a valid residence permit or visa issued by the UK does not exempt third-country nationals from the requirement to hold an Airport Transit Visa when transiting an EU or Schengen Area airport en route to another non-EU destination.

Nationals concerned who pass through international transit areas of airports situated in the EU-27 Member States (with the exception of Ireland) and the Schengen Associated Countries (Iceland, Norway and Switzerland) when travelling between the UK and another third country as of the withdrawal date are advised to apply for a Schengen Airport Transit Visa and to take the necessary steps sufficiently in advance of their travel.

Group Visas

On holidays involving the party travelling on a group visa, should you be making your own travel arrangements and not checking-in for travel with the main party, you will need to make your own independent visa arrangements which may involve additional cost and lengthy visa application procedures.

Travel Advice for British Citizens

British Citizens can check current passport and visa information together with the latest UK Government Foreign Office (FCO) Travel Advice relating to your destination at gov.uk/travelaware.

If you need to apply for a new passport, please do so in good time as issuing delays can occur, particularly around peak travel times. 

Document Check List

Here’s a handy checklist of information to may wish to take with you when you travel and on holiday:

• Your passport (make sure it’s valid and it’s yours!)  
• Your travel tickets (or e-ticket itinerary)
• Any visa or tourist card (if required)
• Your holiday money (currency, credit & debit cards - including a separate list of credit card numbers)
• Telephone numbers to call if you need to cancel lost or stolen credit or debit cards
• Your confirmation of booking, and any other correspondence confirming prepaid or prearranged travel arrangements  
• Car parking ticket (if pre-booked) and directions to the car park 
• Coach or rail tickets (if travelling to your point of departure by pre-booked public transport)  
• Your insurance details: Insurance company name, policy number, date of issue and telephone number as well as the name and 24-hour phone number of the Emergency Assistance Company provided by your insurer (details will be on your policy paperwork)
• A valid European Health Insurance Card (EHIC) if travelling to a participating country
• An alternative form of identification (such as a driving licence) and a photocopy of the pages of your passport containing your personal details and photograph (this will assist you in obtaining replacement documents in case of passport loss)
• The name, surgery address and telephone number of your GP (for use by an overseas doctor or your insurance company in an emergency)
• Details of a relative or close friend who should be notified in case of emergency
• Details of any medical conditions or allergies that your tour leader should know about

Adagio will always follow FCDO Travel Advice.  Should the FCDO issue travel advice 'against all but essential travel' to a country, we will not operate holidays to the destination whilst the advice is in force. As FCDO Travel Advice can change at any time, we will review the operation of tours to destinations where advice against all but essential travel is in place on an ongoing basis.

We strongly recommend that you check the FCDO Travel Advice for up to date information on the countries you'll be visiting before booking. The advice can change so do check regularly for updates.

We also recommend that you follow @FCDOtravelGovUK on Twitter and facebook.com/FCDOtravel on Facebook.

To keep up to date, you can register to receive email alerts relating to changes in FCDO Travel Advice for the country or countries you will be visiting at www.gov.uk/foreign-travel-advice.

Take a look at the UK Government's handy summary of the basic Travel Aware Essentials you need to consider when travelling abroad.

Foreign Office Travel Advice

For the latest travel advice from the UK Foreign, Commonwealth & Development Office (FCDO Travel Advice), including security and local laws, plus passport and visa information check www.gov.uk/travelaware.

We strongly recommend that you check the FCDO Travel Advice for up to date information on the countries you'll be visiting before booking. The advice can change so do check regularly for updates.

We also recommend that you follow @FCDOtravelGovUK on Twitter and facebook.com/FCDOtravel on Facebook.

To keep up to date, you can register to receive email alerts relating to changes in FCDO Travel Advice for the country or countries you will be visiting at www.gov.uk/foreign-travel-advice.

Take a look at the UK Government's handy summary of the basic Travel Aware Essentials you need to consider when travelling abroad.

Travel Health Advice

• Research vaccinations or any other medical requirements, and if necessary visit a travel health clinic or your GP at least six weeks before you travel, visit travelhealthpro.org.uk.
• If you are travelling within Europe, ensure you have a European Health Insurance Card (EHIC) that hasn’t expired and understand what it covers - you still need full travel insurance though! For your free EHIC card visit nhs.uk/ehic.

ABTA Advice

ABTA also offers some good general advice on how to have a safe and healthy holiday.

ABTA, in partnership with Counter Terrorism Policing, has also produced useful advice on what to do in the unlikely event that you are caught up in a terrorism incident whilst on holiday.

You should be aware of potential hazards on holiday as walking amongst mountains, hills and even in cities does involve an element of risk. For example, weather can deteriorate unexpectedly and may cause paths to become slippery. Terrain underfoot can also vary and be different from what you’re used to. Walking poles are a great aid to mobility over uneven ground, and they take some strain off the knees.

As the tour leader is responsible for the safety of all group members, he or she may adopt a more cautious approach than would be considered reasonable by an individual party member. See also our advice on fitness, clothing and equipment, footwear and personal responsibility.

When travelling overseas it’s wise to take extra care. Temperatures, humidity or altitude may be higher than you are used to, changes in diet may affect you, and unpleasant insects may be encountered.

Accommodation Safety

We endeavour to ensure that our hotels meet reasonable health and safety standards and provide accommodation that is as safe as reasonably possible given local conditions. We work with our overseas hoteliers and other suppliers to raise standards and resolve any issues of concern.

Your tour leader will indicate the fire exits at your accommodation. It is important that you familiarise yourself with these as you may need to use them in the unlikely event of an emergency. It is always worthwhile making sure that you know how to find your way out of your hotel shortly after arriving at your room; it’s better to identify your escape route at leisure than in a possible emergency.

Hotel Lifts: do not use lifts in the event of a fire. Do not smoke in lifts. Some hotels use lifts without internal closing doors – this gives the effect of the wall moving. If this is the case in your accommodation, please keep away from this part of the lift whilst it is in motion.

Hotel Balconies: please do not sit or stand on balcony walls or railings and exercise special care when using balconies if you have been drinking alcohol.

Electricals: please use an adaptor appropriate for the country you are visiting and make sure that items such as hairdryers are using the voltage applicable. Some hotel rooms are fitted with low voltage circuits and this means that you cannot use electrical items that draw heavy current such as travel kettles, hairdryers etc. Turn off and unplug all electrical items at night and when you leave the room. Due to the fire risk, please be careful not to leave wet towels or clothes drying on electrical heaters.

Food and Drink: food in foreign countries may not be what you are used to at home! Some people can suffer from short – term stomach upsets caused by a different diet, a change in the temperature or too much alcohol! If you want to be extra careful, we advise that you drink bottled water rather than tap water, and avoid ice in drinks.

General Hygiene: If you are at all unsure of hygiene, err on the side of caution, brush your teeth and wash fruit and vegetables using bottled water. Gastric illnesses spread quickly in hotels and on cruise ships. Please think more about hygiene and wash your hands regularly to prevent spreading. You may wish to take alcohol hand gel as a precaution.

Swimming Pools: many people enjoy using swimming pools whilst on holiday and if you follow a few simple common sense rules, you can help reduce the risk of an accident:

• Don’t use the swimming pool if you have been drinking alcohol, taken drugs, if you have just eaten or if you are feeling unwell. Some medication can make you drowsy or disorientated and, if this applies to you, don’t swim
• Follow ‘Pool Rules’ and observe ‘No Diving’ warnings where applicable. Never dive into water less than 1.5m deep. If you are unsure, check. Be aware that pool depths can vary from one end to another.
• Not all areas surrounding pools are non slip, always tread carefully and don’t run.
• Shower before entering the water and don’t use the pool if you have any cuts or open wounds. Stay away from pool filters and drains. Hair, fingers, feet etc can be sucked in and cause injury. Keep long hair tied back or wear a swimming cap.
• Many swimming pools do not have a lifeguard on duty. Please be vigilant especially if swimming alone

Beach Safety

• Beaches and the opportunity to swim in the sea are a real attraction for many holidaymakers. Don’t take risks.
• Watch where the locals swim!
• Don’t swim alone – let others know where you will be and when you expect to be back.
• Don’t drink alcohol and swim. Be careful if you have taken medication. Observe warning flags and notices.
• Check tide times and whether the area is subject to strong currents or rip tides. Don’t get cut off by an incoming tide.
• Beach footwear may provide some level of protection against sea urchins.

Insects

If you are travelling to a country where malaria is a risk, visit your GP for advice. For further information visit www.malariahotspots.co.uk. Mosquito bites in general can cause great discomfort to some people and using appropriate insect repellents can help you avoid being bitten. Travellers (especially those taking part on some walking holidays) should be familiar with the ways in which they can help themselves prevent being bitten by a tick. Diseases such as tick – borne encephalitis and Lyme Disease can occur if the tick is infected when it bites. Covering up and use of insect repellent especially when walking in grassy areas can help. Further information can be found at the Scottish NHS Travel Health website or Travel Health Pro from NaTHNaC (the National Travel Health Network & Centre).

Other Tips

• Be Safe in the Sun - the temperature when abroad can often be a lot higher than we are used to in the UK! Help prevent sunburn by using a good sun cream and lip salve, wear a hat to protect your head and the back of your neck, keep hydrated by drinking regularly and remember that alcohol is very dehydrating.
• It is advisable to take a small first-aid kit with you including a remedy for stomach upsets.
• No matter what country you are visiting it is wise to take precautions when it comes to your safety and protecting your belongings, especially in crowds around train stations and tourist traps.
• We would advise you not to carry more cash than is necessary and to avoid displays of wealth such as expensive jewellery or watches.
• If you must carry large sums of money, passports or bank cards, we would advise you wear a money belt. Money belts are more secure than a waist pouch, less visible and can be worn under your clothes.
• If you are swimming secure your valuables at the hotel, in a safety deposit box or with the front desk.
• It is a good idea to keep copies of your travel documents passports and tickets in secure locations away from the originals. You could also scan and email copies to yourself so you can access them at anytime from an internet café or hotel.

Footwear, Clothing and Experience

We really do want you to enjoy your holiday with us! Please choose your holiday wisely, and ensure that you come fully equipped for the local weather and terrain as by doing so, this will only enhance the enjoyment of your stay.

It is your responsibility to bring proper clothing and footwear appropriate to the nature of the holiday and to choose a holiday appropriate to your fitness levels and capability.

We're always glad to discuss any queries you may have about  of our holidays - don't hesitate to get in touch by phone or email if you have any questions or concerns.

You should be aware that, for your own wellbeing as well as that of the group as a whole, your tour leader may decline to take you on a particular walk or other included holiday activity if he or she feels that your clothing, footwear, ability or experience is unsuitable for the demands of an individual walk or activity or, ultimately, for holiday as a whole. 

Cooperation and Conduct

The success of each holiday depends to a great extent on the members of the group’s abilities to participate physically and cooperate with other party members and the tour leader.

The tour leader has full authority to exclude any member, either from part of the daily programme or, in extreme cases, from the entire tour if he or she is in the leader's reasonable opinion, either physically unable to participate, behaves in a way which is detrimental to the interests or safety of the party as a whole, is inadequately equipped or does not have adequate travel insurance. Refunds may be made in appropriate cases at our discretion.

Local Damage

When you book your holiday with us, you do accept responsibility for the proper conduct of all members of your party during your holiday.

We reserve the right at any time to terminate the holiday of any party member(s) whose behaviour is such, in the reasonable opinion of an accommodation provider or us, as to cause or likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given.

Furthermore, we shall be under no obligation to pay any compensation or meet any costs or expenses (including but not limited to alternative accommodation) which you may incur as a result of your stay or your holiday being terminated.

If you cause damage to the accommodation in which you are staying (albeit accidentally), you must fully reimburse the accommodation supplier concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later.

You must have valid and adequate travel insurance to participate in our holidays.

It is a condition of booking that you have valid and adequate travel insurance. It is your sole responsibility to arrange travel insurance appropriate to the nature and destination of the holiday you have booked, including any optional activities you may choose to undertake, and to ensure that you have read and understood the terms, conditions and exclusions in your policy documents. 

Travel insurance policies may not cover you for all eventualities but should include, as a minimum, full cover for medical expenses (including being diagnosed or becoming ill with an epidemic or pandemic disease such as Covid-19), mountain rescue including helicopter rescue and emergency repatriation in the event of illness, injury or death.

You may also wish to arrange a policy which covers you for cancellation of your planned holiday before departure as a result of you or a travelling companion being diagnosed with, or being forced to self-isolate as a result of, an epidemic or pandemic disease such as COVID-19.

You should ensure that you’ve got the right policy for the activities included in your holiday and for your individual and particular requirements.

You will need to provide us with the name of your travel insurer, the policy number and the insurer’s 24 hour emergency assistance number.

Please ensure that you take out travel insurance before you travel as it can be difficult to obtain once your holiday has started. You are unlikely to be able to secure full cover once your journey has started leaving you exposed to a significant financial risk and a delay in receiving the assistance you may urgently need.

We can suggest a travel insurance policy which includes the activities you may wish to take part in during your holiday.

When purchasing your travel insurance, you should disclose to your insurer any pre-existing medical condition suffered by you or anyone upon whom your travel depends. Any failure to do this may result in a subsequent claim being declined.

You will need to be able to demonstrate to your tour leader that you are covered by a travel insurance policy valid for the entire duration of you trip at the start of your holiday. We can’t accept responsibility for any loss that you or anyone on you booking suffers if the individual isn’t adequately insured. Please also see paragraph 17 of our Booking Conditions.

Some of the DOs and DON’Ts of travel insurance:

• Do make sure you take out your insurance before you travel. It can be very difficult to arrange once your holiday has started. Normally, insurers will not grant cover once a journey has commenced, leaving you exposed to a significant financial risk and a delay in the assistance you may urgently need.
• Do make sure that you read your policy document and check that it is suitable for the holiday you're planning to undertake
• Do ensure that you take all documentation for your travel policy with you on holiday, especially the emergency assistance telephone number. You won’t be able to participate in our walks or sightseeing without producing your policy to our holiday leader.
• Do make sure that you have disclosed any pre-existing medical conditions to your insurer when you take out the policy (including yourself and your dependent family).
• Do be aware that a ‘low cost’ policy may not provide a level of cover you require; sometimes ‘low cost’ can mean a lower level of cover. Some insurers exclude ‘walking activities’, walking with a guide of any description, and may not provide an adequate altitude limit for your selected holiday.
• Do always carry your EHIC within Europe and check that it is current, although it is no substitute for effective travel insurance, many insurers require that you use your EHIC where appropriate.
• Don’t think that buying travel insurance is an unnecessary extra expense on top of your holiday cost. In many situations it can at least help you get the assistance and support you need.
• Don’t automatically rely on your bank or credit card cover without checking it thoroughly first.
• Don’t forget that for UK holidays the NHS will not cover air or sea travel or other repatriation expenses.

We are committed to offering exceptional holidays at exceptional value. 

All of this is usually included in the cost of your Adagio holiday:

• Return travel by air or rail to/from the UK (unless otherwise stated or you book a 'land only' holiday)
• Ground transfers between airport or station and your hotel
• Accommodation: hand-picked for comfort and convenience
• Meals: holidays are usually half board
• Your Adagio Tour Leader
• Full Holiday Itinerary: Expertly planned to showcase the best of the destination on foot
• All local transport costs
• Tips and service charges (you may also wish to add a personal contribution)
• 100% Financial Protection (ABTA & ATOL protected)
• Airport or harbour taxes and British Air Passenger Duty

Please note that no refunds can be made should you opt not to participate in the organised programme or take a day off. Similarly, should you decide not to participate in an included group meal arrangement we regret that we will be unable to make any refund for meals not taken. 

Sometimes it makes more sense to exclude certain costs from the inclusive holiday cost, this is because they are either optional, not an integral part of your holiday or are subject to change. We always try to be as clear as possible about the full cost of your holiday, the list below gives you an idea of the kind of additional costs you may have.    

• Entrance fees to some museums and historic buildings (unless otherwise specified) – these are often included on long haul holidays
• Personal expenses (such as your bar bill)
• Discretionary tips
• Optional excursions

Full details of what’s included are provided on the individual holiday pages and Holiday Information sheets downloadable for individual holiday departures.

During your holiday you may wish to book an excursion or activity provided by a local operator which does not form part of your pre-booked holiday arrangements and which is available in your destination. We are not involved in any such activities or excursions which are not run, supervised or controlled in any way by us.

Should you decide to book an excursion or activity please note that your contract will be with the local activity or excursion supplier, who may or may not have their own public liability insurance, and we accept no responsibility for their actions or omissions. You may also be required to sign a waiver or disclaimer form. Any acceptance of liability contained in our Terms & Conditions of booking does not apply to such activities or excursions.

We will offer reasonable assistance to you in the event of loss or injury incurred during any activity not forming a part of your pre-booked holiday arrangement.

Before booking any activity from a local supplier please ensure that your holiday insurance policy covers you for the type of activity likely to be included as a part of the excursion.

Our small groups are usually sized between 10 - 20 people. Like all group tour operators, we require a minimum number of participants to operate each holiday. Should the number not be reached, the holiday will not be commercially viable, and we reserve the right to cancel the departure. This is done reluctantly, and an offer of a suitable alternative will be provided wherever possible. Conversely, we don’t guarantee a minimum number of holiday companions.

As many of our clients join our groups by themselves, we do offer the opportunity to share a twin room with a member of the group of the same sex at no extra cost on most of our holidays. If you are a solo traveller of course you don’t need to share a room and can choose to book a single room if you’d prefer.

In Austria and some areas of Germany twin bedded rooms usually contain typical 'Austrian type beds' which consist of one bed frame fitted with two single mattresses and bed-packs with individual duvets. In most cases the twin rooms will also contain a double sofa bed as well as the Austrian type bed, which will make a more comfortable sleeping arrangement for room sharing.

Details about accommodation can be found on individual holiday pages. There are often variations in room size, fixtures, fittings and views.

Special Requests

Where you specify a preference for specific room facilities, we will make every effort to accommodate your request.

If you specifically request single occupancy of a room, an additional supplement may be incurred. Similarly, if our original allocation of single occupancy rooms at a hotel has been exhausted and we request an additional single room on your behalf, a higher supplement than advertised may be incurred.

When booking a double room, you should clearly request either a double bed or twin beds, otherwise we shall assume that either is acceptable.

Please advise us of any special dietary requests. We will pass this information on to the airline you will be travelling with, the hotels you will be staying in and to our tour leaders. Some destinations and local service providers may be better than others in accommodating your requests. Should your dietary requirements be restrictive, you may wish to consider bringing some personal supplies to supplement locally provided meals. If you have any concerns, please contact us.

If you have any other special requests, for example rooms on a low floor, a sea view, adjoining rooms, you must advise us when booking. We will pass on all such requests to the hotel(s) or other suppliers concerned, but we cannot guarantee that they will be provided. Therefore, we cannot accept a booking that is made conditional upon a special request being satisfied.

Please check that your holiday Booking Confirmation Invoice notes your request.

Safety, financial security and high levels of service are top priorities - we are fully bonded and regulated to ensure protection you can trust.

Adagio is a member of ABTA (The Travel Association) and ATOL (UK Civil Aviation Authority). Every single holiday we offer to you comes with 100% financial protection so you can be sure your money and your holiday are safe with us.

We do this in two ways: holidays where we sell you a flight as part of the package are covered under our ATOL licence; all other holidays are covered under our ABTA bond.

ABTA

Adagio (as a part of RWH Travel Ltd) is a member of ABTA with membership number V5094.  We were founding members of ABTA which seeks to promote high standards in its members and commits them to a rigorous Code of Conduct.

ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan.

For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30, Park Street, London SE1 9EQ Tel: 020 3117 0500 or visit their website.

The above applies only to services supplied by RWH Travel Ltd and does not apply to services featured that are provided by Ageas Insurance Ltd or any other company.

ATOL

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. Our ATOL number is ATOL 0990.

When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate visit the ATOL website.

In addition to ABTA and ATOL, Adagio (as a part of RWH Travel Ltd) is also a member of AITO (the Association of Independent Tour Operators).  AITO represents Britain’s leading independent tour operators and encourages high standards of quality and service. We abide by the association’s Code of Business Practice and adhere to the AITO Quality charter. Visit the website to find out more or call 020 8744 9280.

The European Tour Operators Association liaises across European borders between tour operators, service providers, and government agencies to support its members operating within Europe. Visit the ETOA website for details.

We are an accredited IATA agent authorised to sell air tickets on behalf of IATA member airlines. The International Air Transport Association is a trade association representing 250 of the world’s major airlines and supports the aviation industry by promoting inter-airline cooperation and develops and regulates the standards and practices of its members.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.

Therefore, you will benefit from all EU rights applying to packages. Adagio will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Adagio has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018:

• Travellers will receive all essential information about the package before concluding the package travel contract.
• There is always at least one trader who is liable for the proper performance of all the travel services included in the contract
• Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
• Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs
• The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs
• Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate
• Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package
• Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem
• Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed
• The organiser has to provide assistance if the traveller is in difficulty
• If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Adagio has taken out insolvency protection with the CAA (for flight inclusive holidays) and ABTA (for holidays without flights). Travellers may contact these entities if services are denied because of Adagio's insolvency.

You can download a copy of these Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018 as a PDF which can be printed.

We take your data privacy seriously and, although we cannot completely guarantee the security of your data, we do endeavour to minimise the risks of unintentional or fraudulent misuse of the information you provide us when booking and participating in our holidays.

You should be aware that we do need to pass information necessary to book the various elements of your holiday arrangements, such as accommodation, air travel and, where necessary, some activities to the individual local providers of holiday services both in the UK and other countries. We only pass on the personal details which are necessary to make these arrangements and require that your information is used only for the purpose it is provided.

We aim to handle your information in such a way so that you would be unsurprised at our handling of your personal data.

Where we need to collect information from you by law or in order to provide your holiday arrangements, if you decline to provide the necessary information we may not be able to provide all aspects of the advertised holiday arrangements, or be able to provide your holiday at all.

You have the right to ask us to change the way we contact you with marketing information about our holidays or to ask us to stop sending you marketing information at all. You can do this by:

• ticking the relevant boxes on our website or any e-newsletters we send you
• sending an email to [email protected]
• using the contact form on our website
• writing to us at our office

Once you have let us know how you would like us to contact you with marketing information, you can change your mind at any time.