Oak Hall - Otford Manor
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FREQUENTLY ASKED QUESTIONS:

General Questions

How will rooms be allocated on my holiday?
Do you offer single rooms?
Can you cater for specialist diets?
How does Oak Hall handle lost property?
Do I need any vaccinations for my holiday?
Do I need to obtain a Visa before I travel?

Accounts & Site Login

How do I log in to my account?
What do I do if I have forgotten my password / How do I get a password?
What are "cookies"?

Booking & Payments

How do I add another guest to my booking?
How do I obtain a Group Discount?
Where can I read through the booking terms and details again?
Are Oak Hall expeditions ATOL protected?
Where can I get booking forms to print?
After booking, when will I get my final details?
What is Oak Hall's Guest Cancellation Policy?

Transport & Travel

How do I find out flight or coach times?
What time do I need to arrive at Otford Manor to park my car before my trip departure?
Where is the Folkestone meet point?
How much luggage can I take with me?

Winter Holiday Questions

What is an Advanced Ski Course?
For holidays that do not include the price of the lift pass, when can I pay for it?
For winter accommodation, what linen do I need to bring?
What does a typical day look like on a ski/board holiday?

 


GENERAL QUESTIONS

How will rooms be allocated on my holiday?

Bedrooms are normally allocated at the office before departure. Please let us know if you require a family room or if you would like to share with a friend. Mixed accommodation is only available for married couples or families. It is our policy to request that families with children under 16 should share together. On some holidays it is possible to pay a supplement for a single room or a particular type of room. These supplements will be detailed on the website and must be paid at the time of booking. Room supplements are non-refundable and non-transferable.

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Do you offer single rooms?

On some holidays it is possible to pay a supplement for a single room. However, we encourage solo travellers to share with others on our holidays in general. We allocate rooms on a single-sex basis and try to room people of a similar age together. Most people find that sharing a room helps them make friends quickly on a group holiday and the vast majority of people really enjoy the experience! For winter holidays, if it is possible to book a single room on a particular trip, that will be detailed on the trip information page. For summer holidays, please e-mail or call us to check if a single room is available at a particular resort. Any supplements must paid at the time of booking. Room supplements are non-refundable and non-transferable.

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Can you cater for specialist diets?

For our hotel holidays, vegetarian meals are available. Often gluten free and other specialist diets can be catered for - please add any diets due to medical needs to your notes when you book. For camping and mountain centre holidays, with the system of centralised cooking that we operate, we cannot provide special diets on these particular holidays and can only offer a very limited vegetarian option.

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How does Oak Hall handle lost property?

Oak Hall Team will do their best to return lost property to guests. Any property remaining at the end of a holiday or an event at Otford Manor will be logged and retained for at least 4 weeks. If you think you may have lost something then please get in touch. We would ask that guests cover any postage costs incurred in returning items to them.

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Do I need any vaccinations for my holiday?

It's best to contact your GP to see if you will need any vaccinations, as they will have your medical records showing which ones you have had previously. They also have access to the latest World Health Organisation advice on vaccinations for each country. If they need to know which part of the country you will be travelling to, you should find this information in the Detailed Information for your holiday.

A useful website for travel-related health advice is www.fitfortravel.nhs.uk.

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Do I need to obtain a Visa before I travel?

This depends on your nationality and where you are travelling to, so you will need to research this yourself. If you are a non-British citizen or are travelling outside of Europe, it is especially important that you check with the destination embassy before travelling.

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ACCOUNTS & SITE LOGIN

How do I log in to my account?

Click here and enter your email address and password.  If you have not set up a password with us, but you have given us your email address, please use the forgotten password box on this page and we will send you a new password.  If you have not got an email address on your account, you should contact the office and ask us to add your email address to your records.  You will then be able to request a password as detailed above.

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What do I do if I have forgotten my password / How do I get a password?

See above – how do I log in to my account.

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What are "cookies"?

In computer jargon, "cookies" are very short text files that are saved on a user's computer when visiting a website.
Our site, like most websites, needs to use cookies to work properly. This means, for example, that when you return to our Oak Hall site, you don't need to re-enter your booking number every time - it's as though our website remembers you. Actually, our site has not remembered - it was the cookie saved on your computer that told our site when you revisited where your booking was.
We assume - as explained on the front page of our site - that a person's use of our site indicates that they are happy with this arrangement.

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BOOKING & PAYMENTS

How do I add another guest to my booking?

When you have added your own details an 'Add new Guest' button appears. Click on this to add another person to your booking. You will need to select this option for each new person you wish to add. If you have already paid for your holiday, you will need to call the office for further help.

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How do I obtain a Group Discount?

If you come with a group of friends or family, discounts are available if all the bookings are made within a week of each other. A discount of £20 per person is available for groups of 10 or more - This offer is subject to availability. This is not available for the first week of winter, for Christmas or New Year, half terms or for the Easter weeks.

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Where can I read through the booking terms and details again?

Please click here to read the terms and details.

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Are Oak Hall expeditions ATOL protected?

Yes, all the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. 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 go to: atol.org.uk

Our ATOL license number is 3207.

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Where can I get booking forms to print?

Please click on the appropriate link below. Please note that we recommend that guests book via the website rather than by post!

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After booking, when will I get my final details?

For all holidays, the detailed information sheets will be sent out as an attachment to your booking confirmation, or emailed to you as soon as the details are confirmed.

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What is Oak Hall's Guest Cancellation Policy?

If you book more than two months before departure, a deposit of £50 is payable to reserve your place with us. Any room-supplement is paid at the time of making this initial reservation. This deposit and room-supplement are non-transferrable and non-returnable.

The balance of your holiday payment is due two calendar months before departure. Please make a note of when the payment is due, as you won’t necessarily be sent a reminder. We often have a waiting list of those wanting to come, so please let us know as soon as possible if you are unable to travel. Also, we may cancel unpaid places and release them to others.

After the two month payment deadline, the full cost is non-returnable. Please ensure that you have travel insurance cover from the time that you pay for your holiday as you may be able to make a claim through your travel insurance company if your reason for cancellation falls within the terms of their policy.

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TRANSPORT & TRAVEL

How do I find out flight or coach times?

You can find the flight details for your expedition by going through the website for that resort and selecting 'view' for the correct expedition code. Please scroll to the bottom of that page where you will find the timings and meeting information for your expedition.

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What time do I need to arrive at Otford Manor to park my car before my trip departure?

The courtesy minibus to the Otford meet point leaves the Manor 15 minutes prior to the Sainsburys meet time. Please drop any passengers and their hand luggage at the MacDonalds in the Riverside retail park before coming to the Manor car park and load all your main luggage on to the trailer.

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Where is the Folkestone meet point?

The Folkestone meet point is at the Stop24 motorway service station. This is at junction 11 of the M20 in Kent. If you are parking, please park in the allocated bays in the car park and make payment as directed. The coach will meet you in the coach park area. There is a waiting room here.

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How much luggage can I take with me?

As a group we dress casually and our hotels and mountain centres are cosy, so whether travelling by coach or air, please keep your luggage light and to a minimum. Please make sure your case is robust and weatherproof as we cannot accept responsibility for any damage.


ON THE COACH
With legal weight limits for our coaches that cannot be exceeded, we are unable to accept luggage in excess of 20kg. Overweight luggage can result in delays at borders and crossings. Please also ensure that your suitcase is no larger than 75 litres and 150cm total dimensions (length + height+ depth). Boots may be brought in a separate bag as part of your 20kg allowance.

One set of skis or a snowboard can also be carried on our coach at an extra cost of £20, provided we have space available and it has been pre-booked when you make your initial reservation.

ON THE PLANE
The checked baggage allowance varies between airlines but generally it is either 20kg or 23kg, with one additional piece of hand baggage weighing up to 8kgs. Each airline treats winter sporting equipment differently and charges sometimes apply. Please check the website of the relevant airline for detailed information.

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WINTER HOLIDAY QUESTIONS

What is an Advanced Ski Course?

We only run a handful of these courses each year. They are an excellent way to develop your winter sports skills if you are an experienced intermediate/advanced skier wanting to improve even further... Click here for more information.

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For holidays that do not include the price of the lift pass, when can I pay for it?

Lift passes come in great variety, depending on age, duration, time of the season and your chosen resort. On the specific winter trip page, you will find details of the ski passes available and you will be able to choose the right one. For holidays that do not include a lift pass in the holiday price, prices will be updated one week before departure (in the evening of that day), in line with current exchange rates. We ask you to pay for your pass online before your holiday departs so that it can be ready for you from the first morning of your holiday. Any discount given to Oak Hall on the passes is used to buy lift passes for our volunteer team.

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For winter accommodation, what linen do I need to bring?

When staying in our hotels, all linen is provided for you. If you are staying in our mountain centres / chalets you will need to bring some linen. Here are the specific details (organised by trip code):

  • L/LA/LX - Chalet Jungfrau  -  Only blankets are provided. Please bring a sleeping bag
    (or sheets / single duvet cover to use with blankets), pillowcase and a towel.
  • E  - Chalet Juhui, Engelberg  -  Please bring a sleeping bag, pillowcase and a towel.
  • F – Lindenhof, Feldberg  -  Bed linen and a towel is provided.
  • S – Haus Granit, Saas  -  Bed linen is provided. Please bring a towel.
  • C – Chalet Souvenir, Champéry  -  Bed linen is provided. Please bring a towel.

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What does a typical day look like on a ski/board holiday?

A daily schedule might look like this:

  • 7am  -  Prayer gathering (optional)
  • 7.20am  -  Breakfast & make a packed lunch
  • 8.10am  -  Head off to the slopes
  • 9.30am  -  Morning ski/board lessons
  • 11.30am  -  Meet for lunch
  • 12.30pm  -  Afternoon ski/board lessons
  • 3-5.30pm  -  Head back to the accommodation in your own time
  • 6pm  -  Delicious 3-course evening meal
  • 8pm  -  Evening meeting
    (A time of music, prayer, a personal story from one of the Oak Hall team, and a Bible talk)
  • 9.15pm  -  Evening activities
    (eg games, quizzes, walks, curling/ice skating, fondues)

If you've never been on a snowsports holiday, it might sound a bit busy. But trust us, these holidays are lots of fun and include plenty of time for hot chocolates and relaxation! Activities are optional and you can choose to rest or ski/board more, depending on your personal preference.

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