Contact Us

How can we help you today?

Choose what works best for you, from either our powerful Questions & Answers section or by phone or email.
(We endeavour to answer emails in real time during normal office hours)

 
Opening Hours

EASTER OPENING HOURS

Fri 14th April: Closed

Sat 15th April: 9am - 5pm

Sun 16th April: Closed

Mon 17th April: Closed

 

OPENING HOURS

Mon - Fri 9am - 7pm

Sat: 9am - 5pm

Sun: 10am - 4pm


All calls are answered live 
within 9 seconds (2017 avg)

 
 

Administration (After sales)

Opening Hours

MONDAY - THURSDAY

9am - 5.30pm

FRIDAY

9am - 5pm

SATURDAY

Closed

SUNDAY

Closed
The Administration Department is closed on Bank Holidays

 

The Gambia Experience

Sales: 01489 866939
Administration: 01489 866901

The Senegal Experience

Sales: 01489 866947
Administration: 01489 866978

The Cape Verde Experience

Sales: 01489 866969
Administration: 01489 866970

The Goa Experience

Sales: 01489 866 986
Administration: 01489 866987

Corsican Places

Sales: 01489 866931
Administration: 01489 866933

Sardinian Places

Sales: 01489 866959
Administration: 01489 866935

Sicilian Places

Sales: 01489 866994
Administration: 01489 866992

Great Escapes

Sales: 01489 866932
Administration: 01489 866934

Questions & Answers

We've put together a list of answers to questions we are often asked by our customers before travelling:

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(Searches and filters our Q&A list below).

Q: What about travel insurance?

Insurance is a must. We feel it is so important that we insist you either take our special travel insurance or arrange a policy yourself at the time of booking which must provide cover equal to our own standard policy.

If you have taken our insurance and have booked online or received an email confirmation from us, the insurance policy will be attached as a PDF and also appear as a PDF link within your emailed invoice. If you receive an invoice by post, the insurance policy will be enclosed in the form of a booklet.

In both cases your booking reference acts as the policy number and your invoice is the insurance certificate.

 
Q: What happens if there is a delay?

Occasionally, despite the best efforts of all concerned, flights are delayed for reasons beyond our personal control. If a long delay occurs, we will always do our best to provide a snack or meal when appropriate and in the case of an overnight delay, suitable accommodation. If we are made aware of a potential delay we will do our very best to advise you, again this is another reason why you must reconfirm your flight. 

Please note that the choice of accommodation for flight delays is made by the airline and is not part of your original package holiday.

 
Q. Is Car Hire Excess Insurance included?

For all holiday packages that include car hire, we now provide Car Hire Excess Insurance as standard. This added protection enables you to claim back the cost of any excess charges that may be imposed should your hire car become damaged or stolen. This means that it is not essential to pay for Super CDW locally, saving at least €34 per day or €238 per week.

 
Q. When will I receive my travel documents?

These can be expected 2 weeks prior to your date of travel and will include elements such as an information booklet, arrival instructions and tickets. If you have only booked your accommodation with us, you will receive all relevant travel information via email unless otherwise requested.

 
Q. Can I make requests on my booking?

If you have any special requirements for your holiday, accommodation or flights, please ensure they are requested at time of booking. As always, a request can never be guaranteed. Please contact Administration if you wish to add a request after the booking has been made. Please note we are unable to inspect requested items or services that are not advertised.

 
Q. Due to unforeseen circumstances, I need to amend/cancel my holiday, how do I go about this?

You will need to let Administration know as soon as possible, preferably by telephone. Fees may apply depending on the nature of the change/cancellation and the time before the date of travel. This is in addition to any carriers' alterations or cancellation fees. We also advise that you let your holiday insurance company know as soon as possible.

 
Q. How can I provide feedback on my holiday?

To assist us to improve our service and ensure standards are maintained, we will be most grateful if you would take the time to complete our questionnaire in resort and return it to our resort staff prior to your departure.

 
Q. I have booked accommodation only with you, so why do you need my travel details?

Your travel details are important so we are aware of your arrival time for key or property arrangements. Also if you have booked car hire with us, we require your flight details to ensure that the car hire desk remains open in the event of a delay.

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Business Contact Information

For specific business enquiries:

Department Information

 

General Inquiry

Press: Louise Thomas
+44 (0)1489 866963
press-office@serenity.co.uk

 
General Inquiry

Customer Relations:  Sarah Taylor
+44 (0)1489 866951
customerrelations@serenity.co.uk

 
General Inquiry

Recruitment: Elaine Mayston
+44 (0)1489 866925
careers@serenity.co.uk

 
Vouchers Inquiry

Travel Agents: Gill Synnuck
+44 (0)1489 866955
trade@serenity.co.uk

 

 

 
 

 

 
 

 

 
General Enquiries
Contact Address
 
General Inquiry

Reservations:
01489 866939
/ +44 1489 866939
Email reservations »

Administration
01489 866901
/ +44 1489 866901
Email administration »

Fax: +44 (0)1489 866917 / +44 1489 866917

General Inquiry

Serenity Holidays Ltd
Atlantic House
3600 Parkway
Solent Business Park
Fareham
Hampshire
PO15 7AN

 
 
 
How To Find Us

By Road
Solent Business Park, Whiteley - M27:J9
Portsmouth - 12 miles
Southampton - 10 miles
Fareham - 5 miles

How To Find Us

By Air
Southampton Airport 7 miles away
with daily flights across Europe.

How To Find Us

By Rail:
Waterloo to Swanwick - 143 mins
Waterloo to Soton Central - 69 mins
Soton Central to Swanwick - 20 mins

How To Find Us

By Sea:
Passenger service from Portsmouth
to Caen, Cherbourg, St Malo and
Le Havre.

 
 
 
 

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