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FREQUENTLY ASKED QUESTIONS

Need to know more before you get your adventure on? Check out the answers to some of our most commonly asked questions.

Didn’t find your answer? You can get in touch with us directly on the contact page.

KEEPING YOU SAFE DURING YOUR VISIT

We have introduced 8 steps to help protect our guests and our staff:


1. Book and complete your waver online

2. Admissions will be limited

3. Non-Contact temperature checks on arrival

4. Please bring your own face covering

5. Contactless/card payments only

6. Social distancing measures in place on activities and around site

7. Hygiene stations made available around site

8. Enhanced cleaning measure throughout the day

Due to new Government Guidance we can no longer allow groups of more than 6 to enter our site unless booked onto a Stubbers led activity. In addition, on arrival you will be require to complete a Track and Trace online form. For further guidance please visit - www.stubbers.co.uk/covid-19-st...

You will need long sleeves and trousers for some activities. Footwear is required on all activities and needs to be enclosed (flip flops are a big no-no). Bring plenty of clothes and a bag for your wet and muddy clothing. Remember, its better to have too many layers than too few!

Leave your phone and any valuable jewellery at home if you can! If you decide to bring the bling with you, its at your own risk.

Our site is very safe so you dont need to be able to swim to take part. If youre ever near water, we make sure you will always wear a buoyancy aid or life jacket. If you think you will need extra assistance, please let us know.

Most activities are not affected by the weather as long as you are dressed appropriately. If an instructor feels that you are too hot, cold or wet, they can shorten or change the activity for another. If you are worried about the weather conditions please call us on 01708 224753.

Please ensure that the instructors are aware of any medical conditions and that you have and any medication required. If you require extra assistance please advise us in advance so we can make provisions prior to your arrival.

At Stubbers there is something for everyone. Most activities can be tailored to all ability levels and some are supported by specialist activity equipment, including specialist sailing boats and access hoists. Please make sure that our staff are aware of any special needs that you or a member of your group may have before your visit.

We want to ensure everyone has an enjoyable day and takes something away with them – that’s why we believe in challenge by choice. Our staff can advise on how best to participate on a level that is comfortable for you. This way everyone contributes and all contributions are valued.

When taking part in Pay & Play and events such as BAM, Family Adventure Weekends, Family Adventure Day and Motor Sport Experiences, you will mixed with other individuals and groups. For every other adventure you will be guided by your own private instructor.

We are pleased to provide full changing and shower facilities. We also have a coffee shop thats open every day.

Stubbers Adventure Centre has £10 million public liability insurance. Any claim for compensation will be referred to the underwriters. We strongly recommend that you take out suitable insurance cover against cancellation, accidental injury and loss for damage to personal property whilst visiting the centre.

At Stubbers we regularly check and maintain our safety equipment to the highest standards and ensure that it is continually safe and reliable. Following training, staff are regularly monitored to ensure standards are maintained.

The Stubbers staff have many years experience both at Stubbers and at other centres. Upon application, all staff are required to undertake an enhanced DBS disclosure, provide us with 3 satisfactory references, undertake a training period (the length of which depends on qualifications and experience) and work their first month on probation. All staff are qualified First Aiders.

Valuables and small items will be kept for 4 weeks and if not claimed will be disposed of at the Centres discretion. Clothing is disposed of weekly. Wet or very dirty clothing is disposed of daily.

Stubbers Adventure Centre is located on the edge of Upminster. Our closest train station is Upminster where you can then get the 370 bus to our centre. We also have a large car park which is free to use.

If you need to contact Stubbers call 01708 224 753 between 9am and 5pm. If a guest is staying with us we will provide you with a mobile number to contact us out of hours.

Disabled guests can receive a free carer pass for:

Big Adventure Monday
Pay & Play
Bespoke Adventure
In order to get a free pass disabled guests must provide one of the below types of document prior to or on the day of their visit:

Disability Living Allowance or Attendance Allowance award letter (dated within the last 12 months).
Personal Independence Payment letter (dated within the last 12 months).
A current and valid Blue Badge.
Letter from GP or consultant (dated within the last 12 months) confirming the need for a full-time carer. This does not need to be a letter of diagnosis.
A helper must be over 14 years of age and capable of assisting the guest who holds the disability. The helper would be expected to understand the disabled persons condition and assist them in managing it for the duration of the visit. For example, if the disabled person finds communication difficult due to a diagnosed medical condition, the helper would be expected to take responsibility for ensuring the disabled person is aware of relevant safety information displayed on our maps or explained by the instructor.


Please note, each disabled guest must provide the documentation above to receive a carer ticket.

Go to the booking page and follow the onscreen instructions.

Full payment is required at time of booking. We accept payments from Visa, Master Card, Maestro and JCB which can be taken over the phone, via our website or by visiting us. We also accept childcare vouchers or a combination of childcare vouchers and card payments. Please call us on 01708 224753 to confirm we accept your childcare voucher provider.

Yes. You can pay for SMASH Camps using childcare vouchers.

Please contact our Guest Services team on info@stubbers.co.uk with your request.

You will receive a confirmation email shortly after booking. That email outlines the next steps to set your child up for the best possible experience.

The confirmation email outlines
• Grouping
• Waiver and personal profile
• What to bring 
• What to expect
• How to pay with childcare vouchers

The confirmation email outlines As always, any further questions feel free to call our Guest Services Team!

Welcome to the SMASH Tribe!

We know first days can be worrying for both parent and participant which is why we take the time to settle any nerves beforehand and throughout. Our website is jam-packed with FAQs and our friendly customer service team are always happy to answer any questions, no matter how silly they may sound. Your peace of mind is our priority.

When you arrive, follow signs to SMASH HQ reception to check in. Our friendly staff will ensure a quick and easy drop off to sign in your adventurer, check everything is in order and give them a wrist band which has their group information on. Our welcome team will then help your adventurer find their table and get settled, showing them what's what and introduce them to a few new friends as well as introducing themselves! At that point, you're free to go and enjoy your day knowing your adventurer is in safe hands.

Between arrival and check in closing, there will be a number of activities for them to choose from. After check-in closes our morning welcome announcement outlines the running of the day, camp rules and who to go to with questions.

When you arrive to collect your child, make your way back to reception where our staff will sign out your adventurer. Pop yourself over to one of our collection points and wait to for your adventurer to come out and tell you all about their awesome first day!

When you arrive, follow signs to SMASH HQ reception to check in. Our friendly staff will ensure a quick and easy drop off to sign in your adventurer, check everything is in order and give them a wrist band which has their group information on. Our welcome team will then help your adventurer find their table and get settled, showing them what's what and introduce them to a few new friends as well as introducing themselves! At that point, you're free to go and enjoy your day knowing your adventurer is in safe hands.

Between arrival and check in closing, there will be a number of activities for them to choose from. After check-in closes our morning welcome announcement outlines the running of the day, camp rules and who to go to with questions.

Week groups can scan their wrist band on a QR scanner to check in and head straight to their table - no need to queue! Please re-join the queue if you need a new wrist band printing.

Yes! If you would like to speak to your child's key worker, just ask at reception and they can give you feedback on their day. If it requires a slightly longer discussion we would be more than happy to schedule an appointment.

Our friendly team will do everything in their power to help children settle in. Our staff are trained and ware that some children may find it more difficult to settle in a new place and take extra time and care to make them feel comfortable. From our welcome team on arrival who show your adventurer to their table, introduce themselves and introduce your child to a few new friends.

Our children are friendly and welcoming through initiatives like our SMASH Citizen program which rewards acts of kindness.

If your child doesn't settle on their first day of camp, please let us know! Just as we tell the children, we can better help when we know about a situation, so please bring it to the attention of a Manager or Head Play Leader.

Yes, please tell us. You will receive an Essential Information Form (EIF) which will ask for details of any medical conditions. The more information you provide us, the better we can care for your child. If your child requires medication during the day, you must let our staff know and complete subsequent paperwork before your child can attend our camp. Children with a medical condition will be issued with a green wrist band.

Please inform us if your child carries an Epi-Pen. We will give each child with medical equipment (Epi-Pen, inhaler etc) a small backpack for medical purposes so they can keep it with them while travelling to activities. Children with a medical condition will be issued with a green wrist band.

Don’t worry if your adventurer is coming alone – they’ll make loads of new friends and have a great time regardless! A great number of adventurers brave our camps without knowing a soul and leave with new, life-long friends. Our friendly team of Play Leaders ensure inclusion and encourage friendship building through fun icebreakers, informal introductions and group activities.

We have lost property bins outside the main SMASH HQ. These are managed weekly and we will notify parents of any clearly named items. Valuables and small items will be kept for 4 weeks and if not claimed will be disposed of at SMASH Camps discretion. Clothing is disposed of weekly. Wet or very dirty clothing is disposed of daily

All activities are included (apart from tie-dye). We have a SMASH Store that sells snacks, souvenirs and t-shirts which is open during check in (before 9am), at lunch time (12 - 12:30) and during evening club (4:30 - 6). Children can bring a small amount of cash with them or a card, although we can not be responsible for this. You can also put credit on your child's Stubbers account to be used in the SMASH Store with no need for cash. You can put any amount in there. Please call our Guest Services team to add credit to their account by making a card payment.

Many of our SMASH staff trained in first aid and carry a basic first aid backpack with them everywhere on site so help is always on hand. From bumps and grazes to stings, our staff are true professionals with great empathy and will quickly administer any required first aid with reassurance and TLC and get the adventurer back to enjoying their day.

If your child falls ill or has a serious injury at camp you will be contacted immediately

SMASH Camps is unable to accept adventurers who require 1:1 support or a career present. Other than that most activities can be tailored to all ability levels plus all our staff have training in additional need awareness. Please make sure that SMASH Camps is aware of any additional needs that your child may have prior to your visit.

The SMASH timetable fits inside the regular Stubbers timetable which has three two-hour zones/ sessions. Some of these are split into two activities for example, High Action will have two activities, high ropes and rock climbing. This allows less kit up/ kit down time as the group is already in a harness and can crack on with their next activity meaning more time on session!

SMASH also has session 0 right at the start of the day where we get together as a camp and play games, take part in activities etc. It’s a great start to the day and set the energy levels high!

Timetable
8:00 - 8:30 = Breakfast club
8:30 - 9:00 = Check in
9:00 - 10:00 = session 0
10:00 - 12:00 = Zone 1
12:00 = 12:30 = lunch
12:30 - 2:30 = Zone 2
2:30 - 4:30 = Zone 3
4:30 - 6:00 = Check out/ Evening Club

Our Late Club is free of charge and you do not need to let us know if you want to collect at 4:30 or 6 or anywhere in between.

If you think you'll be later than 6.00pm please arrange for someone else to collect your child. We are only registered to care for children until 6.00pm and are obliged to notify Children's Services of any child still on site after this time. Any parents collecting children after 6.00pm will also incur a charge of £5 for every 5 minutes which will be applied to their account.

We continue rain or shine as most activities are not affected by the weather. We recommend packing for the weather and bringing a rain jacket for light showers and a change of clothes. Instructors will ensure children are dressed appropriately. Most activities will continue with a little rain unless unsafe to do so. If an instructor feels that children are too hot, cold or wet they can shorten or change the activity for another.

We also have hot weather plans! We don't expect adventurers to do highly strenuous activities such as climbing on the odd occasion that we experience a heat wave! We get as many adventurers on water activities as possible, have water fights at SMASH HQ and offer our Fun Zones at higher capacity during hot days.

Groups individual activity timetables are displayed on their table inside SMASH HQ, which is a parents free zone. If you would like to find out when dropping your child off, please ask one of our welcome team and they can check their schedule for you. Our Fun Zones for the day will be displayed daily in reception!

Each Wednesday we host themed days which can be anything from crazy hat day to wear purple day. The schedule for themed days can be found here on the website and on social media.

We encourage everyone to get involved, no matter which program they are on but please be mindful that adventurers will still need to put on safety equipment such as helmets!

Please let one of our staff know in the morning when dropping off a child. Children will remain at SMASH HQ and not go to their session if pick up time is during an activity to avoid disruption, but don’t worry, they can join a SMASH Fun Zone so they'll have plenty to do while they wait.

Stubbers Adventure Centre has £10 million public liability insurance. Any claim for compensation will be referred to the underwriters. We strongly recommend that you take out suitable insurance cover against cancellation, accidental injury and loss for damage to personal property whilst visiting the centre.

At Stubbers and SMASH Camps we regularly check and maintain our safety equipment to the highest standards and ensure that it is continually safe and reliable. Following training, staff are regularly monitored to ensure standards are maintained.

The Stubbers staff have many years experience both at Stubbers and at other centres. Upon application all staff are required to undertake an enhanced DBS disclosure, provide us with 3 satisfactory references, undertake a training period (the length of which depends on qualifications and experience) and work their first month on probation. All staff are qualified First Aiders.

If you need to contact SMASH Camps call 01708 224 753 between 09:00am and 17:00pm. Call 07399416488 there after.

SMASH Camps is a no Mobile phone zone. We understand the need for older children who make their own way to and from camp to have a mobile phone, they are not allowed to be used once on camp, during break times or for taking photographs etc. They must be kept in personal baggage at the risk of the owner at all times. We have a limited amount of phone lockers that can be utilised if requested but can not take responsibility for loss or damage.

In the safe confines of the centre we do not require participants to be able to swim. When near water they will always wear a buoyancy aid or life jacket. This will support them safely should they fall in until an instructor is able to assist them. If you think your child will need extra assistance, please let us know.

We are pleased to provide full changing and shower facilities. The Source Coffee Shop is open every day providing high quality drinks and snacks. The Young Adventurers play park is available for use under the supervision of play leaders/ instructors.
  • Took the kids there without booking in advance, arrived and easily booked in for the climbing and archery. The staff were all extremely helpful and great with kids.

    Sarah Jones, Trip Advisor

  • We always have a brilliant time with our lads and ladies who have disabilities here. The staff are great. We enjoyed ourselves out on the sailing boats this time. The 4x4 driving is usually a big hit here.

    Ryan Horsecraft, Facebook

  • Great place for families and groups to enjoy outdoor activities such as climbing, off road driving, canoeing, jet skiing, sailing, laser tag and loads more. The staff are always very willing to help out.

    Richard Carder, Google