ALL THE INFO

MAKING A BOOKING:

Are you covered by ABTA/ATOL/Insurance?
Resorthoppa is covered by public liability and professional indemnity insurance so both you and your clients are protected.

Why does the transfer leave at the same times as the flight arrives?
It’s due to our service ordering system - it shows the flight time so our suppliers can monitor the flight and be aware of any delays - so they have a service ready.

Do I put the flight times on the system or the times the clients want to be picked up/dropped off?
Always enter the flight times and we will then monitor incoming flights to ensure they are collected at the correct times and that on departure sufficient time is allowed for the transfer and checking in procedure

How do we book infants?
For shuttle bookings we do not require that infants be included however, on private transfers we need to ensure there is sufficient space for the whole party and therefore they must be included in the passenger count.  There are no charges for infant but space needs to be allocated in private services.

Why are children charged at the same rate as adults?
They are allocated seating and so are required to pay.  They must also be included in the passenger count for private vehicles.

Do all passenger names have to go on the booking?
No - as long as we have the lead name for the party you don’t have to fill in all names, but the option is there if you wish to.

CLIENT INFORMATION:

Do I print a confirmation from the website or use the one we received by email?
Currently we are unable to recall bookings on the sight - so please use the one supplied on e-mail.  You will always receive a copy for your office and a copy for the client.

Why do customers need to call to confirm pick up?
Many things can change whilst they are in resort - this way we can ensure they are picked up at the correct time and location

What do clients need to take with them?
They need to have the details supplied in the confirmation e-mail including the emergency telephone numbers and their booking reference.

How much luggage is permitted?
We are able to accommodate most luggage requirements however, a larger vehicle may be required for some private services.  If a client has excessive luggage, please call us for advice.

Are baby seats supplied?
No, they are not required on shuttle services but for private transfers they can be requested from some suppliers however, we would advise that clients bring their own should they require it.

How many stops will a shuttle service make?
This will vary depending on route and resort however; we try and keep these to a minimum to ensure an efficient service.

How do they locate a driver or vehicle?
Once you have completed an on-line booking you will automatically receive a screen confirmation together with an email giving you exact instructions for meeting the driver or vehicle.  This must be passed to the customer for their information.

Can a stop on route be arranged?
By prior arrangement on a private transfer only, although not at peak times - a supplement may be applicable.

Is the transfer direct or do we stop en route?
Private transfers are direct, door-to-door. Shared transfers may stop to either pickup or drop off other clients en route.

Does the driver speak English?
Most drivers have some knowledge of English and on shuttle routes they will have at least basic understanding.

AGENT ADMINISTRATION:            

What if I forget my password?
No problem, simply e-mail agentsupport@resorthoppa.com and we’ll send you a notification.

Can I amend a booking?
Yes, amendments can be made up to 48 hours prior to departure.  You must call us and then confirm requirements by e-mail.  Any price differences will need to be paid

If a destination is not on the resort list can I still sell it?
You will need to contact reservations@resorthoppa.com and they can provide a bespoke quote from the supplier.

Can I have a refund?
Under certain circumstances - See ResortHoppa terms and conditions

What currency are your rates in?
All UK Agent pricing is in £ - € pricing is available for overseas agents.

Do I need the address / location of the accommodation?
It is preferred; however, if this is not available we can arrange to drop clients at the tourist office in that resort.

CUSTOMER SERVICES:

What services do you have for disabled clients?
We are able to carry mobility impaired clients and their mobility aids - this does depend on size and weight and the presence of a carer to assist.  Please call and we can clarify the position as this varies dependant on destination and service type.  Please note that drivers are not always able to lift heavy items due to health and safety restrictions.

What happens if flights are delayed?
We do everything we can to ensure your clients are still provided with a service by monitoring arrivals.  Private services are re-scheduled accordingly and shuttle customers will be transferred to next available service.

What happens if customers can’t find the driver at the airport?
Firstly call they should call the telephone number provided on the booking confirmation, where our advisors will direct you to your driver. In the event of difficulty call the ResortHoppa Central Reservations number (or the emergency number if outside hours) and they will assist further.

Lost luggage, can you collect it for me later?
All the airlines have handling agents. They will organise for any luggage to be forwarded to your resort address.

Our customer left something in the vehicle. How do I get it back for them?
They should contact our central reservations staff giving details of the transfer and the missing items. We will then endeavour to deliver them to you. In some circumstances a charge may be applicable.