Information and FAQs

Information and FAQs

If you have already booked your next adventure with us, or thinking of visiting, the following information and Frequently Asked Questions should help you prepare for your visit.

During this time, we have had to adapt areas of our service to ensure staff and customers are kept safe.

Below is a list of our procedures which have been put in place in line with welsh government guidelines;

Please do not visit the centre if;
Any sessions maybe cancelled at short notice if conditions are not deemed suitable by the Duty Manager on the day as part of the risk assessment to reduce risk of rescues, in this event you may re-schedule your adventure or request a refund.



On Arrival – Activity customers


On Arrival – Pool sessions

On arrival – Pool sessions early morning and evening (outside of centre opening hours of 9.00am and 4.30pm)

FAQ's 

General Bookings

Use of all necessary personal protective clothing
Tuition by fully qualified staff trained to national governing body standards
All in-course transport; Fuel and marina fees (for cruising courses)

Personal insurance
Suitable on-water footwear
Towels

Yes, all our courses need to be paid for at the time of booking, in order to secure a place on a particular course. Once you have paid for the course 25% of the course fee is classed as the deposit payment.

Yes, once your booking has been completed and payment taken, you will receive an automatic booking confirmation email outlining all items purchased. This will also include a links to our Terms and Conditions (T&Cs) and online waiver. 

Yes you can change your booking, but all changes are subject to a £25 administration charge.

Personal insurance is not included in the course fee. Whilst you are in the best hands at Plas Menai, we strongly advise that you take out additional cover for your own peace of mind and to protect against any monetary loss, should you have to cancel your place on a course for reasons beyond your control. 

Please ensure you are familiar with our cancellations policy outlined in our Terms and Conditions of Booking. To cancel your activity please email our Customer Service Team: Info@plasmenai.co.uk

Accommodation is not included in the standard course fee. If you would like to stay at the Centre, please ensure you add the accommodation package at the time of booking. 

Most of our accommodation is allocated for those visiting the Centre to attend an activity, conference or event. However if you are visiting the area and are looking for somewhere to stay, we may have availability at relatively short notice, but please note we cannot take any B&B only bookings more than 4 weeks in advance.

To check availability and make a booking, please call our Customer Service Team on 0300 300 3112.

For most of our technical courses you must be at least 16yrs on the date the course starts, unless otherwise stated in the course information.
For cruising courses you must be at least 18yrs on the date the course starts, however if you are a family/group taking up all spaces on board the minimum age is 10yrs.
For activity sessions the minimum age is 8yrs with a participating adult (18yrs+)

To enjoy your course, you should be confident in water. We don't expect you to swim the Channel, but you will get more out of your course with a reasonable level of general fitness. If you suffer from any form of illness, medical disability or access issues, please advise us when booking. If you suffer from asthma, diabetes, epilepsy, giddy spells, angina, or other heart conditions, you should check with your doctor before making a booking and be in a position to produce a note from your doctor if required.

You are very welcome to bring and use your own equipment whilst at Plas Menai, but please note that you bring and use it at your own risk and we cannot accept any responsibility for any damage or loss to your equipment, howsoever caused. If you require space to store your equipment during your stay, please contact the Customer Service Team on 0300 300 3112 in advance to confirm space available.

In addition to enjoyment and learning new skills, safety is of paramount importance on all Plas Menai's courses. Watersports and adventure activities are hazardous by their nature and participants, parents and guardians must accept that there are risks and the inevitable bumps and scrapes which happen during the thrills and spills of fast moving activities.

To manage the risks so far as we are able, Plas Menai has a 'safe system of work'; we only employ qualified experienced staff; we provide a range of quality personal protective and safety equipment for participants' comfort and safety; we provide up-to-date equipment for your course; we teach to national governing body recommendations and guidelines in small groups; we have robust management and safety systems which have been inspected by approved bodies such as AALA, RYA and British Canoeing; we reserve the right to modify or cancel an activity if we feel that there are unmanageable risks.

If after reading the course descriptions, you are still unsure as to which course is the most suitable for you, please email our Customer Serive Team Info@plasmenai.co.uk who will ask a member of the instructional team to contact you.

General course descriptions are published on our website and for the majority of our courses, we do not send out any further information about the course.
Some specialist courses will have pre-course work attached to your email confirmation and online theory course bookings will receive a follow up email will be sent out within 48 hours of booking, containing additional information and login details.
On completing your booking, you will receive a booking confirmation email which does include links our Terms and Conditions and Online Waiver.

A recommended list of what to bring with you can be found in teh course desription on our website.

If you have booked an accommodation package, your room will be available from 3pm the day before your course is scheduled to start.

Check out is by 09.30 on the morning of your departure.

Late Arrivals: Reception is open until 21.00 If you will be arriving after this time, please contact the Customer Service Team on 0300 300 3112 who will let you know how to check in and where.

Teacher Information

Yes, we welcome preview visits which provides you with the opportunity to visit the Centre, have a tour of the facilities, and try out some of the activities for yourself.

We are very happy to visit your school, deliver a presentation and be on hand to talk to teachers, parents and children, answering any questions they may have about a visit to Plas Menai. 

Yes, all our staff are fully qualified to instruct the activities they will be running. We carefully select our staff for their enthusiasm, dedication and passion and ensure there are all highly trained.

Yes, we can cater for almost all dietary requirements provided we are informed in advance. We may require some input from parents for any particularly uncommon requirements or allergies, but we will ensure every child is catered for. A vegetarian option is always provided as a standard option at meal times. Examples of special dietary requirements include, gluten free, dairy free, nuts and halal.

We can cater for the majority of physical and medical conditions, provided we have knowledge of these limitations prior to your groups’ arrival. Should we feel the need for a particular pupil to have extra supervision from a carer in relation to their needs, we will ensure that we inform you of this in good time to ensure that you can make the necessary arrangements. We are able to store any medicines that need to be kept cold in the fridge.

All our trips are fully inclusive from the arrival of your group until you depart as detailed in your itinerary and booking form. This includes, food and accommodation (if residential), activities run by fully qualified staff, use of personal protective clothing, any in-course travel and grounds-based evening activities. Should you wish to add a trip to a local attraction, we can arrange this but an additional charge would be incurred.

Whilst at the Centre, all activities are covered by the Sport Wales, Welsh Government Indemnity, details can be found under our Accreditation and Safety information. However we do not provide insurance specifically for group trips. This must be arranged through your school and be in place prior to your departure to us.

Parent Information

Your child will need to bring a selection of clothing and footwear for their trip. We have developed a 'What to bring' list to help you with the packing for your child's trip. We would recommend that if you are undertaking the packing of your child’s things that you include them in this so that they will more easily recognise their own items when they are packing to return home.  We also recommend that all your child's clothes and towels are clearly labelled with their name so that we are able to assist with locating any lost clothing.

Plas Menai will provide all necessary personal protective clothing i.e. wetsuits, waterproofs, helmets, buoyancy aids etc.

Please ensure pupils bring with them

FOR ACTIVITIES:
  • Shoes for on the water: Old trainers are ideal or if you have them wetsuit boots/shoes. - remember these will get wet! (Please note flip-flops and crocs or similar are not suitable for on the water)
  • Towels: We do not provide towels in the accommodation, so please ensure pupils bring a couple of towels with them. These can be dried in the Centre’s drying room overnight.
  • Swimwear: You will need this to wear for under your wetsuit when doing water-based activities
  • Warm Clothes: i.e. Thermals layers, fleeces
  • Trainers: You’ll need these for land-based activities such as the rock wall and mountain biking. You can also wear them around the Centre when you are not doing activities.
  • Hair Ties: pupils with long hair will need to tie it up for some activities
  • 50p for lockers (returnable)
  • If pupils have their own wetsuits they are more than welcome to bring them along, providing they are suitable. i.e. they must have long arms and long legs. However they are brought at their own risk and the Centre cannot be held liable for any items that get damaged or go missing.

AROUND THE CENTRE:
  • Casual comfortable clothes
  • Underwear and socks
  • Footwear
  • Jacket
  • Hat, gloves, scarf: Autumn, Winter, Spring
  • Suncream & Sun hat: Spring, Summer
  • Toiletries and any personal medication
  • Pocket money: we have a small range of Plas Menai merchandise available as well as vending machines available for drinks and snacks

We recommend limiting the valuables your child brings with them. Your child should not bring any jewellery with them as they will not be able to wear necklaces, rings and any earrings other than studs during each activity for health and safety reasons.  We also strongly encourage children to leave handheld games at home as they are coming for a different experience and these can detract from the overall experience of their visit.

We feel that as part of your child's visit they are here to learn how to be independent, but understand many children will arrive with mobile phones. During the day when participating in activities these should be kept in the safe in their room or given to the group leader for safe keeping. Should you need to urgently speak to your child please contact reception on 0300 300 3112 and we will get the message to your child.

Yes, we can cater for almost all dietary requirements provided we are informed in advance. We may require some input from parents for any particularly uncommon requirements or allergies, but we will ensure every child is catered for. A vegetarian option is always provided as a standard option at meal times. Examples of special dietary requirements include, gluten free, dairy free, nuts and halal.

Should you wish to speak to someone at the centre in relation to your child's dietary requirements you can contact our Customer Service Team on 0300 300 3113.

Absolutely, provided that we are informed of the birthday prior to the arrival of the group we can arrange for a cake to be provided complete with candles to help ensure that they will have a special day.

You don't have to be a strong swimmer, or even a swimmer at all, to enjoy our watersports activities, although it does help to be water confident. We provide buoyancy aids for all our students.

Photographs and video clips may be taken whilst your child is at the Centre. The photos and videos may appear in our brochures, marketing materials or on our social media. If you do not wish your child to be photographed of filmed please ensure the school is aware of this.