FAQs

Frequently Asked Questions (FAQ)

What are the benefits of booking through Tots?

There's so much choice! How do I go about finding the right villa for my family?

Can I reserve a villa whilst I check my flights or agree with the rest of my party?

I found a villa I love! How do I book?

When are the payments due?

How do I pay for my holiday?

How do I know my booking is safe?

How safe is it to pay online?

Can Tots book my flights, hire car and so on?

Could I get stuck abroad if I booked through Tots?

What about ABTA and ATOL protection?

My family holiday is precious, how can I safeguard it?

When can I contact Tots?

I have more questions

 

What are the benefits of booking through Tots?
Our starting point is all about safeguarding your precious family holiday.

Our expertise deliberately concentrates on villa accommodation as this represents a significant chunk of your holiday and, in our experience, this is where there is the greatest chance of things going wrong.

Our unique approach is designed to address where families historically have problems in order to give you peace of mind when you book:

  • We personally visit every villa and cottage to check, amongst other things that it exists, it's clean & that it is somewhere lovely enough for your family holiday.
  • Chosen as only the most child friendly. This is particularly true at resorts where there may be hundreds of villas. We only recommend the villas that are the MOST suitable for families like yours.
  • Comprehensively child safety check every villa and cottage
  • Every villa has a pool barrier* for child safety
  • Extensive Child & Baby Kit, guaranteed for easy travel
  • Emergency, English speaking, 24 Hour Helpline during your stay for Tots families (we hope you won't need it)
  • Bespoke advice and support in choosing your holiday just pick up the phone!

We are the only holiday company to go to such extreme lengths to bring you peace of mind.

Beware! You do not get this level of due diligence if you book through advertising portals or via owner direct sites. The risks are numerous which is why Tots has evolved, for example it's easy to find plenty of articles on-line about scams within the holiday lettings industry.

*Every individual property has some form of pool barrier to prevent inadvertent access to the water and have safe areas in which to play.

With regards to clusters and resorts, care has been taken to ensure that play areas and gardens are enclosed so that you have safe external play areas for your children.

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There's so much choice! How do I go about finding the right villa for my family?

Great question! First of all you need to know that we have covered off the basics in terms of family friendly. This means that you can browse the Tot's site safe in the knowledge that any villa or cottage you choose has gone through many hoops to get it up to our levels of satisfaction.

Here's what we do to give you peace of mind. Firstly, we have chosen the very best family friendly destinations, visited to make sure the villas and cottages are gorgeous (and even exist) and come up to our high standards in terms of things like cleanliness.

In the some cases where there are literally hundreds of villas to choose from (say on a resort), we've handpicked only the MOST child friendly ones. You'd be amazed how different villas that are thought of as the same really can be.

We check for child safety (pools, windows, bannister railings, bleach etc) and then we've guaranteed that you'll find our Extensive Child & Baby Kit at every villa or cottage. And this is just for starters.

All this means that you can browse the site and choose any of the villas or cottages that take your fancy.

But it can be overwhelming, so one very popular route is to contact us (phone is best but email, live chat, via the website, Facebook and Twitter all work too) and tell us what you want. Our team will then draw up a bespoke shortlist for you to choose from.

We only work with our favourite Hosts and our favourite villas and cottages so we know them all really well and are very well placed to recommend them to you.

Call: 01780 238665

Email: enquiries@totstotravel.co.uk 

Facebook: Totstotravel

Twitter: @Totstotravel

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I'm so overwhelmed by the choice, I just want to speak to a person! Help!

We couldn't agree more! Finding the right villa or cottage can be stressful and overwhelming. Our team of Family Travel Experts are on hand to help anytime (24 hours a day) to help you with choosing a villa or a cottage or to answer your questions.

Many families simply call and tell us what they are looking for and we do the hard work. We provide a shortlist that we think best fits your criteria. Much like buying a house, this at least helps you to prioritise and then we can go from there.

You can contact us - phone is best - but email, live chat, via the website, Facebook and Twitter all work too.

Call: 01780 238665

Email: enquiries@totstotravel.co.uk 

Facebook: Totstotravel

Twitter: @Totstotravel

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Can I reserve a villa whilst I check my flights or agree with the rest of my party?

Yes of course. Just call us and we will hold your preferred villa or cottage for 24 hours whilst you check your travel arrangements.

Call: 01780 238665

Email: enquiries@totstotravel.co.uk 

Facebook: Totstotravel

Twitter: @Totstotravel

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I found a villa I love! How do I book?

That's very quick and easy. Simply contact us, - phone is best - but email, live chat, via the website, Facebook and Twitter all work too, and let us know. We will book your chosen villa or you can just book through the website.

We always need to double check availability so please do not book your flights until you've had confirmation from us that the dates you have chosen are still available. This should only take a couple of hours depending on the time of day. We will need a 30% deposit in order to confirm the booking and this can be paid securely over the phone or through the website (a 2% charge will be applied for credit card payments).

Call: 01780 238665

Email: enquiries@totstotravel.co.uk 

Facebook: Totstotravel

Twitter: @Totstotravel

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When are the payments due?

A 30% deposit is due within 24 hours of your booking with the remainder due before your departure.

The remaining balance payment is due 10 weeks prior to departure.

If you are booking with less than 10 weeks to go to your departure date, the whole balance is due at the time of your booking.

Please note that your booking is not confirmed until we’ve received your deposit.

We will let you know when the payments are due so please don’t worry about forgetting.

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How do I pay for my holiday?

You can pay securely via the Tots website or over the phone. We accept Visa, Mastercard, debit cards or bank transfer. No charges apply for payments by debit card of bank transfer and a 2% charge will be applied to credit card payments.

Call: 01780 238665

Email: enquiries@totstotravel.co.uk 

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How do I know my booking is safe?
Great question. We take payment securely on-line or over the phone accepting both Visa, Mastercard and debit cards.  We pass on your payment to your Host very shortly afterwards, and this secures your holiday, even if you are booking a year in advance. 

Just to be clear, this means that in the unlikely event that Tots were to cease trading, your accommodation will still be secure because the Host will have been paid.  We would simply provide you with all their details and your holiday should still go ahead.

We visit and check that our villas and cottages do actually exist and in many cases we have been working with our cadre of highly trusted Hosts for many years, so the risks are very low.

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How safe is it to pay online?
It's always worth being cautious when transacting online and our raison d'etre is to safeguard your family holiday at every stage. We follow best practice procedures to safeguard your payments, using secure online payment procedures.

Your credit card details are not stored by us; we use one of the world's largest on-line payment systems using their secure (https) servers so that your payments are completely safe.  We also recommend that you take out an annual travel insurance policy that has an extensive cancellation cover.

You do need to be aware of the scams and fraudulent activity that exist within the travel sector, you can read more about those on-line. Eliminating these risks is exactly why Tots exists.

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Can Tots book my flights, hire car and so on?

We are experts in family friendly holiday accommodation, and in particular villas and cottages. In technical terms, we are neither a package holiday retailer nor a tour operator. We are a specialist accommodation agency acting as an agent for the Host.

We can certainly advise on flights, ferry, insurance and car-hire but you will need to book these separately.  This spreads your risk as if any one element fails then the remainder should still be in place.

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Could I get stuck abroad if I booked through Tots?
We are specialists in family friendly accommodation and do not deal with flights. The only way you'd get stuck is if the airline you booked with ceased to trade.  In this instance you would be covered by ATOL.

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What about ABTA and ATOL protection?
As a specialist family friendly holiday accommodation agent, neither of these two organisations is relevant.

ABTA provides customers of package tour operators or Principals (we are not a package tour operator nor a Principal) with protection against company failure through a bond, and ATOL cover flights only. As we are neither a Principal nor a flight provider then this is not relevant to Tots.

In industry speak, we operate as an Agent which means that when you make a booking through Tots, your contract is with your Host, not with us.

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My family holiday is precious, how can I safeguard it?
You're absolutely right and there are plenty of places for it to go wrong.

Here are the risks:

 

Risk: Booking direct with owners using an advertising site - You do not know whether the property even exists or whether you've booked through a fraudulent listing. And if it does, you won't know if it is it clean or whether it has a smelly, fly ridden goat farm nearby.

We visit and check every single property, only work with Hosts who we know well, are reliable and trustworthy and meet our exacting baby and child friendly standards.

 

Risk: Book through an advertising site and it goes wrong Nobody from the advertising site will care if your holiday goes wrong.

Tots, on the other hand cares very much. We genuinely care about the families who trust us with their holiday and if you want to be cynical, we care about our reputation too. If you are not happy we do everything we help to put it right.

Here are all the ways that Tots goes about safeguarding your holiday:

  • We personally visit every villa and cottage to check, amongst other things that it exists, it's clean & that it is somewhere lovely enough for your family holiday.
  • Villas, gites and cottages are chosen as only the most child friendly. This is particularly true at resorts where there may be hundreds of villas. We only recommend the villas that are the MOST suitable for families like yours.
  • Comprehensively child safety check every villa and cottage
  • Every villa has a pool barrier* for child safety
  • Extensive Child & Baby Kit, guaranteed for easy travel
  • Emergency, English speaking, 24 Hour Helpline during your stay for Tots' families (we hope you won't need it)
  • Bespoke advice and support in choosing your holiday just pick up the phone!

No other holiday company goes to such extreme lengths to safeguard your holiday.

*Every individual property has some form of pool barrier to prevent inadvertent access to the water and have safe areas in which to play.

With regards to clusters and resorts, care has been taken to ensure that play areas and gardens are enclosed so that you have safe external play areas for your children.

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When can I contact Tots?
Our friendly team of Family Holiday Experts are available from 8.30am to 8pm weekdays, 9.30am to 5.30pm on Saturdays and 10am to 4pm on Sundays. You can call us free on 0800 014 2770, or alternatively send an email to enquiries@totstotravel.co.uk.

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I have more questions
Give us a call on 01780 238665 or email one of our team of family travel experts on enquiries@totstotravel.co.uk whenever you have a moment we love to chat! 

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Call us: 01780 238665
Monday to Friday 09:00 to 17:30
Saturday 09:30 to 17:30
Sunday 10:00 to 18:00
From outside the UK call: +44 800 014 2770
Email us anytime: enquiries@totstotravel.co.uk
Follow us on Twitter: @totstotravel
© 2017 Tots To Travel
45 Broad Street, Stamford,
Lincolnshire, PE9 1PX
VAT Number: 989 0092 78