Behaviour Policy

Purpose of this policy

All our holidays are special. The way we make sure this is the case for all holiday-goers is by creating a safe and enjoyable environment for all. This policy sets out how our staff will ensure that, but also how we expect your cooperation to make your holiday a special event for everyone involved.

To ensure consistency and fairness in the event of unacceptable customer behaviour, we have set out below what we consider to be unacceptable and the steps we may take to deal with such behaviour. It applies to everyone who accesses our services and by making a booking with us you confirm your adherence to this policy.

What you can expect from us

Our staff will always:

• Treat you with respect, care and empathy;
• Strive to create a safe and positive atmosphere for all guests, regardless of gender, ethnicity, race, religion, sexual orientation or any other characteristic; and
• Provide exceptional service to you and all other guests.

What we expect from you

Respect our staff when making bookings or contacting our staff before your holiday

• This includes but is not limited to aggressive or abusive language on telephones, via email or on social media.
• Our staff come from a variety of backgrounds, cultures and ethnicities. We expect you to treat our staff with the same equality and respect that we will provide you throughout the booking process and whilst on your holiday.

Respect for our staff and any other guests on your holiday

• This means not behaving in a way, or using any language which may be considered inappropriate or offensive, including but not limited to harassment, bullying, abusive language or racism.
• You are responsible for your own actions on holiday. If you choose to consume excess amounts of alcohol, and cause disruption or are inappropriate or abusive to our staff, other guests or any member of the public we reserve the right to terminate your tour.
• Consumption of illegal drugs or substances will result in termination of your tour and you may be subject to arrest and prosecution under the applicable laws in place at the time.

Making reasonable requests

• Should your request be impossible or cause undue stress to our staff we will inform you that such a request cannot be performed and explain why.
• We will endeavour to perform any reasonable and possible requests to ensure your holiday is just how you like it, but cannot be held responsible, nor will we accept any abuse towards staff, in the instances of such unreasonable or impossible requests.

Respect for the destinations, communities, transport and accommodation

• You should be respectful of local customs and follow any applicable local laws.
• You should refrain from littering or disruptive behaviour which may cause environmental damage or otherwise disrespect the environment, or other people in the environment you are in, regardless of the situation.

Keep our staff informed

• If you notice any abusive, or disruptive behaviour by a guest towards any other guest, any member of the public, or our staff please inform a member of staff at your earliest opportunity.
• Ensure that any accidental damage is reported to our staff as soon as possible.

How we will act in the instances of breach of this policy

In the instances breach of this policy when contacting us through telephone or email, we reserve the right to:

• Place you on hold;
• End the call; and
• Not reply to abusive emails or letters.

If our staff are in person with you, for example on tours, they are able to leave the environment and, if necessary, get to a safe place to avoid abusive or aggressive behaviour. No matter how severe you believe the situation to be, the safety of our staff is paramount. Any and all situations arising which may result in abuse can and should be resolved in a calm and relaxed manner.

Depending on the severity of the breach of this policy we may terminate the holiday for the guest(s) in breach and deny any future bookings.

In these instances we will take no responsibility for any return travel arrangements. We will not provide a refund and will not pay any expenses or costs caused by the termination.