FAQs

This is a section for general FAQs which apply across the website, rather than for specific tours. As each of our tours are operated by a different partner, they are subject to their own conditions. For questions about each specific tour including deposit information, pickup timings, coach facilities and booking information, please see the FAQs section on each tour page.

Before your booking

1. What do the different ‘Board Basis’ descriptions mean?
2. Where can the hotel rating be found?
3. Why is the hotel name not specified at the time of booking?
4. Why is the itinerary not specified at the time of booking?
5. Are all of the customer reviews genuine?
6. Do you have a brochure?

After your booking

1. I haven't received a booking confirmation, what should I do?
2. The final balance hasn't come out of my account
3. How do I pay my final balance?
4. What if I need to cancel my holiday?
5. I haven't received my final joining detail
6. How do I submit a review?

My Account

1. I've forgotten my Account password
2. How do I edit my personal details?
3. I can't see my booking in My Account
4. Can I change my e-newsletter preferences?
5. What else can I do with My Account?

BEFORE YOUR BOOKING 

What do the different ‘Board Basis’ descriptions mean?

Each tour has been defined with a board basis as follows: 

Where can the hotel rating be found?

Hotel ratings can be found under the ‘Holiday Summary’ section of the tour. Where there has been no rating supplied but the hotel is named, we have checked and added the official hotel rating. Other descriptions include:

• Good quality hotel(s) – You will be staying at a good quality hotel that will be advised to you closer to departure.
• Variety – You will be staying at a variety of hotels during the tour, which may be the same or different star ratings as indicated.
• Choice – You will have a choice of hotels at the time of booking, which may be in different locations, be subject to different board basis' or have different star ratings.

Why is the hotel name not specified at the time of booking?

There are various reasons as to why specific accommodation may not be listed at the time of booking, including multiple accommodations booked by the operator which will be allocated at the operations stage once final numbers for the holiday have been confirmed. Supersaver tours will not specify the name of the accommodation as they usually involve late availability to ensure that you are offered the best possible price. We will always list accommodation standards in the Holiday Summary section to give an indication of the quality of accommodation being used.

Why is the itinerary not specified at the time of booking?

In most cases an itinerary is supplied at the time of booking indicating what you will do on each day. In the event that an itinerary cannot be supplied, there will be details of any included excursions or visits that will be available on your holiday. Some operators do not provide an exact day by day itinerary until the day of travel, due to a number of factors including tour manager/weather/events considerations.

Are all of the customer reviews genuine?

All of our TrustPilot reviews are from customers who have booked with us and have been personally invited to complete a review from us. We pride ourselves in providing honest and genuine reviews and have no ability to modify star ratings or the review content itself. 

Do you have a brochure?

Unfortunately we do not have a Door2Tour Brochure, this is because our website features over 10,000 holidays and we could not maintain such a large brochure, however if there is something in particular you were interested in, we can do our best to send out a selection of relevant tours. 

After your booking

I haven't received a booking confirmation, what should I do?

If you have provided an email address at the time of booking you will usually receive an email confirmation through within 24 hours, however, please check your junk box as they can sometimes end up there.  If you are expecting your documents through the post it can take up to 7 working days for these to come through to the address provided at time of booking. If you still have not received your confirmation, please contact us and we can get another copy emailed or posted to you.

The final balance hasn't come out of my account

If you have secured your booking with a deposit, your final balance will not automatically be taken out of your bank account or on your debit/credit card so you need to make sure you contact us to provide us with payment details. Some operators offer the facility to pay online.

How do I pay my final balance?

In order to pay your final balance please contact us with your payment details. Some operators also offer the facility to pay online.

What if I need to cancel my holiday?

We hope that you are happy with your holiday choice, but if you wish to cancel or amend your holiday, please call us on 0330 440 3999 and we will ensure that you are transferred through to the relevant operator for notification. Please note some companies require written confirmation before cancelling a booking.

I haven't received my final joining details

Please contact us if you have not received your final joining details 5 days before departure, so that we can ensure you receive them before you travel.

How do I submit a review?

If you have booked a holiday via Door2Tour you will automatically be sent a TrustPilot review invite in due course. This invite will give the opportunity to comment on the Door2Tour.com customer service and/or web experience.

My Account

I've forgotten my Account password

We've all been there! If you've forgotten your password you can arrange to have it resent to you by following the Forgotten Your Password? link on the Login page (accessible at the top right of the site). Alternatively, you can reset your password by calling our customer services department during opening hours.

If you're worried about remembering your password for future visits, you can tick the Remember Login checkbox on the Login page, which will remember your login details for a month.

You will automatically be logged out of your account after 45 minutes of inactivity.

How do I edit my personal details?

You can edit your name, email and password in the Personal Details area of your Account section once logged in.

I can't see my booking in My Account

While we aim for full account functionality with every booking, there are occasions where it is not possible to display your booking in the My Account area. These may include bookings that we have taken via our call centre or bookings that are made directly on the operator's own website. However you make your booking, you will receive a booking confirmation from the operator running your tour via email (if booked online) or by post (if booked over the telephone).

Can I change my e-newsletter preferences?

You can unsubscribe from our mailing list at any time by using the unsubscribe link at the bottom of our emails. Alternatively, please contact the team on askmore@door2tour.com. 

What else can I do with My Account?

We like to make life easier, so you can save searches and holidays to come back to later. Please bear in mind however that saved holidays and searches are not part of a checkout process – any holidays saved individually or as part of a search are still subject to availability, so we cannot guarantee that holidays will be available if you revisit them at a later time. 

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