Specialist Leisure Group

Specialist Leisure Group Limited and certain subsidiaries* (in Administration) (‘the Specialist Leisure Group’)

The Specialist Leisure Group entered Administration and ceased to trade on 22 May 2020.

All tours, cruises, holidays and hotel breaks booked with the Specialist Leisure Group have been cancelled and will not be rescheduled.

The Specialist Leisure Group operated several businesses that sold holidays and other travel arrangements under the below brands.

SLG Brands

Some of the above brands have been acquired by new owners who will advertise and operate new tours and holidays under these brand names in the future. The new owners will not be honouring any holidays booked with the Specialist Leisure Group. All bookings made before 22 May 2020, for all departure dates in the future, with the exception of some Wallace Arnold Travel bookings, have been cancelled and will not be rescheduled.

A majority of customers will be entitled to a refund for their cancelled booking or Holiday Credit Note.

The information below outlines the options to claim a refund based on the type of holiday booking and method of payment. It is important that customers carefully read and follow the advice below to confirm if and how they can claim a refund for their cancelled holiday. Customers with multiple bookings may have to claim refunds from more than one organisation, depending on the type of holiday or product purchased.

Customers who booked a holiday through a travel agent that was not Wallace Arnold Travel, are advised to contact their travel agent in the first instance.

Use the links below to navigate the information on this page, the Summary Claims Process Chart here may also be useful to refer to.

Coach, Rail and River Cruises package holidays

If your package holiday / tour included travel by coach or rail, or you booked a river cruise, with overnight accommodation, your holiday is expected to be covered by The Confederation of Passenger Transport, Bonded Coach Holidays Scheme or by your credit / debit card issuer.

Holiday Credit Notes, issued for coach, rail and river cruise bookings, cancelled by the Specialist Leisure Group, will have the same financial protection as under the original booking.

Your next steps to claim a refund will depend on the method of payment used for your booking:

  • Any part paid on credit or debit card – contact your credit / debit card issuer to request a full refund under section 75 of the Consumer Credit Act or the chargeback scheme. Please provide your card issuer with the credit / debit card letter available at http://www.bch-uk.org/. Claims under section 75 of the Consumer Credit Act and chargeback scheme must be received within 120 days of 22 May 2020 (before 19 September 2020) to be processed.
  • All paid by bank transfer, cash, cheque or vouchers – claim a refund from Bonded Coach Holidays by submitting a claim to CSA Limited at http://www.submitaclaim.co.uk/shearings within 6 months of 22 May 2020 (before 25 November 2020) to be processed.

If you have queries relating to refunds for coach, rail or river cruise bookings, please visit the Bonded Coach Holidays website at http://www.bch-uk.org/. On this website you will also find contact information for Bonded Coach Holidays to discuss your claim.

The Administrators will be unable to provide any customers with booking documentation if requested after 20 July 2020. If you do not have access to your booking documentation, please discuss this with the organisation from which you are claiming a refund.

Flight inclusive package holidays

If you booked a flight inclusive package, your holiday may be covered by the ATOL scheme. The Specialist Leisure Group sold flight inclusive ATOL protected package holidays through Shearings Holidays Ltd – ATOL 1666. Please check your holiday booking documentation for an ATOL certificate to confirm if your holiday is covered.

Customers with ATOL protected bookings will be contacted by the UK Civil Aviation Authority in due course, either directly or via their booking / travel agent, with further information and advice on making a claim for a refund. If you were issued with a Holiday Credit Note in relation to a flight inclusive package holiday, please discuss your options to claim a refund with the UK Civil Aviation Authority.

Please visit https://www.caa.co.uk/ATOL-protection/Make-an-ATOL-claim/Latest-ATOL-holder-failures/ for additional information.

The Administrators will be unable to provide any customers with booking documentation if requested after 20 July 2020. If you do not have access to your booking documentation, please discuss this with the UK Civil Aviation Authority.

Ocean cruise package holidays

If you booked an ocean cruise, your options to claim a refund will depend on whether your booking was with Shearings Holidays Limited or National Holidays Tours Limited. Your booking information will confirm this.

  • Ocean cruises booked through Shearings Holidays Limited – contact ABTA at shearingsholidays@claims.abta.co.uk to request a refund. In your initial email provide your name, contact details, booking reference, dates and destination of travel.
  • Ocean cruises booked through National Holidays Tours Limited – your holiday is expected to be covered by The Confederation of Passenger Transport, Bonded Coach Holidays Scheme or by your credit / debit card issuer. Please visit http://www.bch-uk.org/ for more information on how to claim a refund. Your next steps will be the same as those outlined above for “Coach, rail and river cruise package holidays”.

If you booked an ocean cruise package through Wallace Arnold Travel, for a cruise operated by another tour company (not Shearings or National Holidays) please refer to the section below, “Wallace Arnold Travel bookings”.

The Administrators will be unable to provide any customers with booking documentation if requested after 20 July 2020. If you do not have access to your booking documentation, please discuss this with the organisation from which you are claiming a refund.

Wallace Arnold Travel bookings

Wallace Arnold Travel sold a majority of holidays for the Specialist Leisure Group but also sold holidays operated by other tour operators.

If you booked your holiday through Wallace Arnold Travel, for a trip arranged by a tour operator not in the Specialist Leisure Group, your holiday booking should be unaffected.

Tour operators that are not part of the Specialist Leisure Group include, but are not limited to, Jet2 Holidays, Tui, P&O Cruises and Butlins. To confirm the tour operator you have booked with, check your paperwork or ATOL Certificate for a flight inclusive package.

If your holiday is with a different tour operator (not the Specialist Leisure Group) please contact them directly regarding your booking. Contact details may be on your booking documentation or can be found online.

You can also visit www.abta.com/wallace-arnold-travel-limited for further information and advice.

If you purchased a Shearings, National Holidays or UK Breakaways holiday through Wallace Arnold Travel, please refer to the information on this page to confirm your options to claim a refund for your cancelled holiday.

All other bookings / products

If you did not book a package holiday and do not have financial protection under the options outlined above, other options to claim may be available to you.

Bookings and vouchers without financial protection include:

  • Self-drive holidays;
  • Hotel reservations with Bay Hotels, Coast & Country Hotels and Country Living Hotels (click here for a full list of these hotels);
  • Events booked at Bay Hotels, Coast & Country Hotels and Country Living Hotels (including weddings);
  • Activity only bookings, without organised coach travel and accommodation;
  • Day trips;
  • Leisure club or gym memberships at Bay Hotels, Coast & Country Hotels and Country Living Hotels;
  • Insurance;
  • Compensation gift vouchers (for example, those issued in respect to a complaint); and
  • Gift vouchers.

The refund options available to you will depend on your method of payment and insurance cover as outlined below.

Paid any part on Credit Card
  • If you paid all or part on credit card, please contact your credit card issuer to confirm if you are eligible to claim a refund under section 75 of the Consumer Credit Act (if the total cost was over £100) or chargeback scheme (if the total cost was £100 or less).
  • Refer your card issuer to this website for further information to support your claim.
  • The contact number for your card issuer is likely to be located on the reverse of your card (otherwise it can be found online).
  • Claims under section 75 of the Consumer Credit Act and chargeback scheme must be received within 120 days of 22 May 2020 (before 19 September 2020) to be processed.
  • The Administrators will be unable to provide any customers with booking documentation if requested after 20 July 2020. If you do not have access to your booking documentation, please discuss this with your credit card issuer when making a claim for a refund.
Paid any part on Debit Card
  • If you paid all or part on debit card, please contact your debit card issuer to confirm if you are eligible to claim a refund under the chargeback scheme.
  • Refer your card issuer to this website for further information to support your claim.
  • The contact number for your card issuer is likely to be located on the reverse of your card (otherwise it can be found online).
  • Claims under the chargeback scheme must be received within 120 days of 22 May 2020 (before 19 September 2020) to be processed.
  • The Administrators will be unable to provide any customers with booking documentation if requested after 20 July 2020. If you do not have access to your booking documentation, please discuss this with your debit card issuer when making a claim for a refund.
Travel insurance
  • Depending on your insurance policy, you may be able to claim on your travel insurance.
  • Before contacting your travel insurance provider to discuss your options, please review your policy wording to confirm if your holiday insurance covers an insolvency of the Specialist Leisure Group.
  • Travel insurance policies bought through the Specialist Leisure Group exclude cover for insolvency (as per Section 1 (3c) of the policy). Customers with travel insurance purchased through the Specialist Leisure Group should contact their credit or debit card issuer, if applicable (see above), or make a claim in the Administration, as per the instructions below.
Claim in the Administration

If you are not eligible for a refund in any of the ways mentioned above, you may be entitled to submit a claim in the Administration of the Specialist Leisure Group, as an unsecured creditor.

You should only make a claim as an unsecured creditor if you have exhausted all other options. The Administrators do not expect there to be sufficient money available to allow a distribution to unsecured creditors. In the unlikely event that any money is available for unsecured creditors, any refunds will be minimal.

If you are unable to claim a refund under the options outlined above, you can register your unsecured creditor claim by emailing SLGAdministration@uk.ey.com with the following information:

  • Your name and address;
  • Total claim amount, i.e. the amount you paid;
  • Details of your booking, including booking reference number, destination, dates, number of travellers; and
  • Evidence of purchase, i.e. your booking confirmation.

The letter / email must be signed by the person making the claim, this can be a typed name at the bottom of an email or a signature on a letter.

Holidays cancelled before 22 May 2020

A number of customers had bookings cancelled by the Specialist Leisure Group before 22 May 2020 and were issued with Holiday Credit Notes or transferred their holiday credit to a future booking.

Holiday Credit Notes

Customers with Holiday Credit Notes, for holidays cancelled by the Specialist Leisure Group, will have the same options to claim a refund as under the original booking. For example, if the original cancelled holiday was a package coach holiday, the customer should request a refund from the Bonded Coach Holidays Scheme or their credit / debit card issuer as outlined above.

Some customers were issued Gift Vouchers between 17 March 2020 and 29 March 2020 for cancelled holidays with departure dates between 17 March 2020 to 4 April 2020. These Gift Vouchers should be treated as Holiday Credit Notes for refund purposes. Please discuss this with the organisation from which you are claiming a refund.

Transferred holiday credit

If customers transferred holiday credit to a new future booking, i.e. the cancelled holiday was rebooked for a future date, they will also have the same options to claim as refund as under the original booking.

It is important to make it clear, to the organisation from which you are claiming a refund, that your original holiday booking was cancelled and not honoured by the Specialist Leisure Group. You should confirm that the Specialist Leisure Group entered Administration and ceased to trade on 22 May 2020 and on this date it was announced that no bookings, Holiday Credit Notes or holiday credit would be honoured and no full customer refunds would be processed by the Specialist Leisure Group or the Administrators.

Additional customer information

For further information on the process to claim a refund, or if you have a query that is not answered above, please refer to the Summary Claims Process Chart here or the Frequently Asked Questions (‘FAQs’) on the Administrators’ website at https://www.ey.com/en_uk/ey-slg-administration which will be updated regularly.

Hotels previously operated by the Specialist Leisure Group

Bay Hotels:
  • Bay Dilkhusa Grand Hotel, Ilfracombe
  • Bay Carlton Hotel, Great Yarmouth
  • Bay Prince of Wales Hotel, Berkeley
  • Bay Great Western Hotel, Oban
  • Bay Highland Hotel, Strathpeffer
  • Bay Royal Whitby Hotel, Whitby
  • Bay Tarbet Hotel, Loch Lomond
  • Bay Broadway Park Hotel, Sandown
  • Bay Marina Hotel, Newquay
  • Bay Majestic Bournemouth Hotel, Bournemouth
  • Bay Eden Arms Hotel, Rushyford
  • Bay Majestic Eastbourne Hotel, Eastbourne
  • Bay Grand Hotel, Exmouth
  • Bay Marine Hotel, Llandudno
  • Bay Royal Weymouth Hotel, Weymouth
  • Bay Caledonian Hotel, Fort William
  • Bay New Southlands Hotel, Scarborough
  • Bay Libertys Hotel, Blackpool
  • Bay Norbreck Hotel, Scarborough
  • Bay Torbay Hotel, Torquay
  • Bay Esplanade Hotel, Paignton
  • Bay St Ives Bay Hotel, St Ives
  • Bay Tor Park Hotel, Torquay
  • Bay Waverley Castle Hotel, Melrose
  • Bay Burlington Hotel, Eastbourne
  • Bay County Hotel, Llandudno
  • Bay Valley of Rocks Hotel, Lynton
  • Bay Beresford Hotel, Newquay
  • Bay Strathmore Hotel, Morecambe
  • Bay Savoy Hotel, Bournemouth
  • Bay Grand Atlantic Hotel, Weston-super-Mare
Coast & Country Hotels
  • The George Hotel, Chollerford
  • The Imperial Exmouth Hotel, Exmouth
  • The Golden Lion, Hunstanton
  • The Derwentwater Hotel, Keswick
  • The Pitlochry Hydro Hotel, Pitlochry
  • The Portpatrick Hotel, Portpatrick
  • The Ship & Castle Hotel, St Mawes
  • The Charlecote Pheasant, Stratford upon Avon
  • The Imperial Tenby, Tenby
  • The Grand Atlantic, Weston-super-Mare
  • The Windermere Hotel, Windermere
Country Living Hotels
  • Country Living Lansdown Grove, Bath
  • Country Living St George, Harrogate


This page was last updated on 14 July 2020.

*Specialist Leisure Group Limited, Shearings Group Limited, Shearings Holidays Limited, Shearings Hotels Limited, Shearings Limited, National Holidays Tours Limited, National Holidays Limited, Wallace Arnold Travel Limited, UK Breakaways Limited (all in Administration) (together ‘the Companies’)

S J Woodward is licensed in the United Kingdom to act as an Insolvency Practitioner by The Institute of Chartered Accountants in England and Wales and C P Dempster is licensed in the United Kingdom to act as Insolvency Practitioner by The Institute of Chartered Accountants of Scotland.

The affairs, business and property of the Companies are being managed by the Joint Administrators, S J Woodward and C P Dempster, who act as agents of the Companies only and without personal liability.

The Joint Administrators may act as data controllers of personal data as defined by the General Data Protection Regulation 2016/679, depending upon the specific processing activities undertaken. Ernst & Young LLP and/or the Companies may act as a data processor on the instructions of the Joint Administrators. Personal data will be kept secure and processed only for matters relating to the Joint Administrators’ appointment. The Office Holder Data Privacy Notice can be found at www.ey.com/uk/officeholderprivacy.