How To Stay At A Hotel In The Tropica

Transcription

1 HOLIDAY INFORMATION BEFORE YOU GO planning your holiday. 1.1 Choosing Your Holiday 1.2 Hotel Gradings Representation & Imagery 1.3 Single Rooms 1.4 Twin or Double Rooms 1.5 Triple/Quad Rooms 1.6 Travelling with Children 1.7 Children in Resort 1.8 Free child accommodation stays 1.6 Minimum Stays 1.10 Booking a Room for Early Arrival or Late Departure 1.11 Room Upgrade / Honeymoon / Anniversary / Special 1.12 Tours - General health requirements 1.13 Free Extras 1.14 All Inclusive & Hotels for Couples 1.15 Passports/Visas/Health 1.16 Locally Advertised Excursions 1.17 Public Holidays 1.18 Other Hotel Guests 1.19 Holiday Seasons 1.20 Meals 1.21 Flight Seat Requests & Aircraft 1.22 Direct Flights 1.23 Code Share Flights 1.24 'No Frills' Carriers 1.25 Charter Flights 1.26 Smoking 1.27 Special Requests 1.28 If You Have a Disability 1.29 Excursion/Meal Packages 1.30 Local Purchases 1.31 Transfers 1.32 Weather 1.33 Our Staff BOOKING & PAYING FOR YOUR HOLIDAY 2.0 Your Commitment to Us

2 2.1 Our Commitment to You 2.2 Out Of Date Range Flights 2.3 Peak Season Supplements 2.4 From Prices 2.5 Paying For Your Holiday 2.6 Pricing Errors 2.7 Overlapping Price Panels 2.8 Insurance 2.9 Travel Information & Documents IF YOU WANT TO CHANGE OR CANCEL YOUR HOLIDAY 3.0 Change or Addition to Your Holiday 3.1 Cancelling Your Holiday IF WE WANT TO CHANGE OR CANCEL YOUR HOLIDAY 4.0 If We Change Your Holiday before Your Departure 4.1 Changes Due To Circumstances beyond Our Control 4.2 If We Change Your Holiday Accommodation 4.3 If We Cancel Your Holiday 4.4 Tours 4.5 Building & Development Work 4.6 Flight Changes ON HOLIDAY 5.0 Water/Electricity Supplies 5.1 Accommodation (Especially Tropics) 5.2 Water sports & Other Activities 5.3 Behaviour 5.4 Personal Belongings and Lost Items 5.5 If You Have a Complaint While You Are on Holiday 5.6 Destinology Emergency Officer 5.7 Conservation 5.8 Our Commitment to You for Your Holiday Arrangements 5.9 Representative Services 5.10 Curtailment ON RETURN FROM YOUR HOLIDAY 6.0 If You Had a Problem 7.0 Destinology Holiday Vouchers

3 BEFORE YOU GO 1.1 Choosing Your Holiday We want your Destinology holiday to live up to your expectations so it is very important to us that we help you choose the holiday that is right for you. Our experienced, well-travelled staff have visited many of the destinations and properties we feature and we invite you to speak to them when considering your options. Please see the Contact Us section of this site where you will be able to choose your own most convenient communication method. 1.2 Hotel Gradings / Representation & Imagery Hotel Gradings We aim to give you the best possible hotel information so that you may make an informed choice about the hotel in which you stay. Star ratings and standards vary greatly between countries, and especially between city and beach locations where stars may be awarded for different facilities and styles. We suggest you study carefully the individual descriptions in order to understand whether a particular hotel suits your needs. For example city hotels which often cater for business as well as leisure travellers may well have generally higher standards than a beach resort hotel where the whole atmosphere will tend to be more relaxed. Hotel Representation / Imagery. We gather information in good faith and make every effort to ensure this is accurate and up to date, however, descriptions and photographs displayed on our website and in particular those depicting room types are intended as a guideline only and Destinology cannot be held responsible for any errors or changes and variations by third parties in relation to these; rooms may vary from the actual pictures shown 1.3 Single Rooms Single occupancy of twin / double rooms is charged at a rate which may be as much as the regular cost of double occupancy, whilst dedicated single rooms will usually carry a supplement; whilst we do our best to source the best possible single room deals please note that the standard and location of single rooms is not always as good as that of twin/double despite the single supplement. 1.4 Twin or Double Rooms Prices quoted for accommodation, whatever the rating, are usually based on double occupancy of the lead-in or lowest category of room offered by the hotel; this room type may be labelled superior, deluxe etc. by the hotel and a

4 full description may be found on the Rooms & Suites section of the hotel s page on our website. Any variation to this rule will be stated. 1.5 Triple/Quad Rooms A third or fourth person sharing a room either shares existing beds or has an extra bed (which may be of camp-bed style) placed in a double/twin room. If you require extra space as space would be restricted you may wish to consider booking two rooms. 1.6 Travelling with Children Flights: Infants (under 2 years on the date of return flight) will not be allocated a seat and will sit on an adult's lap. Should you want a seat for your infant please advise at the time of booking (seat charge will apply) Please note meals are not provided for infants. International airline regulations allow only one infant per adult. Infants who do pay for and occupy a seat during the flight may still be required to sit on an adult s lap for take-off and landing. Suitability: Some destinations, owing to their lack of special child or medical facilities, are also not suitable for very young children but we would be happy to advise which hotels or resorts we think would best suit your requirements. 1.7 Children in Resort If you are travelling with young children, it is important to note that childsafety seats are not automatically provided for transfers between the airport and your hotel and that legislation varies from country to country. If you specifically require a car seat, we advise you to either take your own with you, or let us know at time of booking and we will try and arrange this for you - there may well be an additional charge for this. 1.8 Free child accommodation stays For families taking advantage of free accommodation for children it is important to check sleeping arrangements at the time of booking to ensure that they are suitable. (Hotels usually use the room s existing beds / bedding). Please note that alternative beds plus meal plan charges may be charged separately either on invoice before you travel or direct to the hotel when you arrive. 1.9 Minimum Stays Hotels often have minimum stay requirements on certain dates; where applicable these will be advised at time of booking.

5 1.10 Booking a Room for Early Arrival or Late Departure Generally, hotel rooms will be available for check in between & with check out between & Should you wish to extend these times it may be possible to reserve at an extra charge, please enquire at the time of booking 1.11 Room Upgrade / Honeymoon / Anniversary / Special Offers a. Room Upgrade: when the offer of a room upgrade is mentioned in special offers it is usually an upgrade to the next category of room (not suite) subject to availability within the hotel. b. Honeymoon: Please note that some hotels offer twin OR double beds in their rooms; we strongly advise that you book hotels willing to confirm the bed configuration and where an either / or situation exists we cannot make any guarantees. Please advise us at the time of booking if you are travelling on honeymoon or for an anniversary. c. Certificates: Where a hotel has offered special benefits for honeymoon or anniversary guests please remember to take a copy of your marriage certificate with you on holiday as this is will be a condition of the offer. d. Other offers. For hotel sale discounts and free night offers there be conditions such as a minimum stay in these circumstances the nights spent at the hotel must be consecutive Tours - General health requirements We take your safety very seriously and some of the tours we offer may not offer provision for guests confined to a wheelchair, with reduced mobility or other disability affecting their participation. We therefore will need you to tell us at the time of booking if there is any condition which you feel may require any additional provision or facility. We will of course do our best to offer advice and a suitable alternative where appropriate. Please see 1.28 below Free Extras At certain hotels we offer a free lunch, dinner, or hotel bar credit and at other hotels we may offer a % discount on food and/or beverage extras usually payable at the end of your stay. Please note that these offers may not be available if you pay by credit card, nor is there a cash alternative All Inclusive & Hotels for Couples Couples: some hotels specified for couples cater for mixed sex couples only. We recommend that 'same sex' couples research the suitability of their chosen hotel/destination before booking.

6 All Inclusive: Individual hotels operate different policies and restrictions and the inclusive offering will vary greatly from, for example, one glass of wine with a meal to free-flowing premium beverages, 24-hour food and all sports etc. In order to avoid disappointment we suggest you check exactly what the hotel includes in its provision before you book Passports/Visas/Health British Passport Holders: to travel to the destinations we feature on our website you will need a full 10 year British passport with at least 6 months validity (from the date of return). Some destinations also require visas and it is important that you check for any relevant visas requirements at the time of booking and again 1 month before your departure date. You can check any visa requirements on Many countries, including U.S.A., now require children to hold their own passports and additional countries are adopting this policy on an ongoing basis. We therefore recommend that all children travel on full passports. Non-British Passport Holders: Please refer to your own dedicated embassy for details of passport and visa requirements Health: We recommend that you contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure Locally Advertised Excursions On occasion we may advertise details of local excursions which cannot be booked through us; please be aware that such excursion information is provided in good faith however it is for guidance only and we cannot take responsibility for availability or quality Public Holidays Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which affects many Muslim countries may result in a reduction of facilities and entertainment. Others are somewhat chaotic but great fun to be a part of. We suggest that you take this into consideration when selecting your departure date. The dates known to us at the time of going to press are: Ramadan: 01 August 2011 (approx. for one month) Chinese New Year: 23 January 2012 Hindu Holi Dye throwing feast (India & Nepal): 8 March 2012 Sinhala + Tamil New Year (Sri Lanka): 12 April 2012 Diwali (India): 05 November 2010 / 26 October 2011

7 King s birthday (Thailand): 05 December 2011 The appropriate Tourist Offices are happy to supply more detailed information or you may wish to refer to the internet Other Hotel Guests Many hotels, especially in cities and major resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The hotels we feature are shared with guests from many countries with different cultures and customs. We have no control over the acceptance of bookings at the hotels we feature other than our own. We are therefore unable to accept any responsibility for any inconvenience caused by such groups or their activities Holiday Seasons Most of the destinations we feature are available all year round. Some do have quieter 'off peak' periods when you can take advantage of un-crowded beaches, more personal attention from hotel staff and excellent prices. At this time it may be necessary for hotels to scale down the size of their operations such as restaurants, bars etc to match demand. Similarly, during peak periods hotels experience full occupancy which may result in a livelier atmosphere and slower service in busier facilities Meals Bed & breakfast / half board / full board. Meals if included are based on table d hôte menus to be taken in the main restaurant, or they may offer a credit to be used in other restaurants. This credit would not normally cover the full cost of the meal. The meals will normally start with dinner on the day of arrival at your hotel and finish with breakfast (half board) or lunch (full board) on the day of departure. All Inclusive: all Inclusive package provision generally finishes at check-out time on your day of departure (approximately to 12.00). After this time, payment for any additional meals must be made direct to the hotel. No refunds on meals not taken can be given. Restaurant restrictions may apply at certain hotels on this meal plan Special diets: Special requirements of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d hôte menu and cannot be guaranteed. We would therefore strongly recommend that anyone with special requirements takes a holiday either researches the hotel menus thoroughly or books on a room only or only breakfast board basis and simply buys the most acceptable dishes from the à la carte menu available

8 locally. Breakfast: Where breakfast is included this will more commonly be continental breakfast, although full breakfasts are provided at certain hotels. Please ask at the time of booking if this is important to you. In-flight catering: If flying long haul in economy class on scheduled or charter flights. Very often the flights can be full and your choice of seats may not be available. It may not be possible to obtain seats together. In many cases a choice of upgrade options may be available, to give you a more comfortable journey at a reasonable supplement Flight Seat Requests & Aircraft The provision of particular seats does not constitute a term of your contract with us. We strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. Destinology has no control over the allocation of seats by the airline and even if a request has been made with the airline to pre-book seats, no guarantee can be made that they will still be available on departure. Please note airlines operate both older and more modern aircraft within their fleet. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability. Although some airlines offer the facility to book seats online, this is not always possible when booking a holiday through us, as the holidays we offer are based on special Tour Operator fares. Infant charges are based on an infant sitting on an adults lap and additional charges will apply for infants requiring their own seat Community List In accordance with EU Directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a Community List which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection via Direct Flights The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for refueling or to let passengers on and/ or off. Details of any stops will be given on your itinerary wherever possible however, should you require this information at an earlier stage, please check at the time of booking.

9 1.23 Code Share Flights It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change 'No Frills' Carriers We provide a choice of scheduled and 'no frills' carriers to take advantage of the flexibility and pricing available. You should note that 'no frills' flights do not include in-flight meals. The deposit at the time of booking is 150 per person or 15% of the total holiday cost, whichever is the greater plus the cost of the airfare. However, it may occasionally be necessary to charge a higher deposit due to a fluctuation in airfares, details of which would be advised to you at the time of booking. Any changes to destination/routing will be subject to availability and will incur the loss of the original deposit collected. Amendments: Date and name changes etc. may be permitted subject to availability, increased airfares and relevant charges imposed by the relevant airline 1.25 Charter Flights We provide these to destinations where there are usually no direct scheduled flights, and/or insufficient capacity on to meet demand. A charter flight is usually the cheapest and quickest way of reaching a particular destination however, it should be noted that leg room is slightly less than in economy on some scheduled flights Smoking The majority of airlines have introduced a total smoking ban on most or all of their flights and many hotels also now have a non-smoking policy in hotel rooms and public areas. Please ask at the time of booking if this information is important to you Special Requests Where special requests e.g. diet, room location, twin or double-bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc. are an important factor in the choice of holiday, you must advise us when the booking is made. We are happy to pass your request on to the hotel or airline but cannot guarantee that it will be accommodated. We will also pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued. The provision of any special request does not constitute a term of your contract with us.

10 1.28 If You Have a Disability Destinology complies fully with Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air (the Regulation ) and is delighted to offer assistance to disabled persons or persons with reduced mobility provided that we are given full information about your specific requirements at the time of booking. Should you have a special medical requirement or health condition, it is essential that you tell us at the time of booking. If you do not tell us and/or do not provide accurate information relating to your personal condition, we reserve the right to curtail and/or cancel your holiday, should it not be suitable, and you may then be liable for any charges incurred Excursion/Meal Packages Excursion or meal packages which are offered on the website are not necessarily cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being booked and paid for in the UK. The cost of any unused tours within excursion packages may not be refunded Local Purchases We cannot accept responsibility for any items you may purchase locally, i.e.: jewellery / furniture etc and the quality and value of such cannot be guaranteed. We recommend that you check whether or not any extra charges will be payable for import duty or freight. We are unable to assist with any costs you may incur in this respect Transfers Our holidays normally include Private Transfers from airports/hotels and vice versa unless otherwise stated. A group transfer can be arranged and is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group, with stops being made en route to drop off/pick up other clients and therefore, the actual duration of your transfer will be dependent upon this. Private Transfers would normally take a maximum of 1 piece of luggage per person, for extra pieces of luggage please advise at the time of booking so the appropriate transfer can be arranged. We strongly recommend you take a private transfer to avoid several detours on your journey Weather

11 World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions Our Staff We pride ourselves on the quality and friendly professionalism of our staff. We have continual coaching and development of our staff to ensure the best possible service. Part of this involves recording of phone calls so that we can continually monitor our customer service levels. BOOKING & PAYING FOR YOUR HOLIDAY 2.0 Your Commitment to Us Payment: When you wish to confirm a holiday booking you will be required to pay a deposit of 15% of the total holiday cost or 150 per person, whichever is the greater. Bookings made directly on our website require full payment at the time of booking. Some special offer flights will need to be paid in full at time of booking and are non-refundable should you subsequently cancel When you make a booking you are confirming that you understand and have accepted on behalf of yourself and all members of your party our Important Holiday Information which forms our booking conditions. All contracts with Destinology are made subject to these booking conditions and are subject to English law and the jurisdiction of the English Courts or, if your booking was made in Scotland, to Scottish law and jurisdiction. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday shown on the website we will try to assist. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as Destinology holds the space required. We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment i.e. cheque / debit card or bank transfer 2.1 Our Commitment to You Contract. Your contract is with Destinology Ltd. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence we

12 reserve the right to increase or decrease prices on our website or to change any of the information contained on the website. Changes will be made known to you before you book. The prices we advertise are based on specially negotiated airfares to be booked in a specific airline booking class. At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and you will be told the amount of the applicable flight supplement/higher deposit before you book. A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you is the date of booking. It is important to check the details on the invoice when you get it. In the event of any discrepancy please contact us immediately. Any changes after booking may result in extra charges. Package Holidays: The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency. We provide this security with the Civil Aviation Authority under ATOL number If you book arrangements other than a package holiday from our website (e.g. accommodation only), the financial protection referred to above does not apply. Confirmation: Once your booking is confirmed, you will be given a booking reference number. It is important that you do not give your booking reference number to anyone or it will allow access to view your booking via our website. 2.2 Out Of Date Range Flights Scheduled airlines will generally not have loaded their seats to sell until approximately 11 months before the departure. Should this apply we will inform you at the time of booking and calculate the price in anticipation that seats will be available in the specific airline booking class to which our specially negotiated airfares apply. We will issue an invoice recording the arrangements reserved for you and will take a deposit, but a contract will not exist between us. When the airline seats become available to book we will tell you the price and give you 7 days to either accept the price or cancel the booking and receive a full refund. If you accept the price, we will issue an invoice and a contract exists between us. In the event that flight seats/accommodation does not become available, you will receive a full refund. 2.3 Peak Season Supplements During peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday

13 departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking. 2.4 From Prices Destinology offers you the flexibility to create your own holiday from the range of accommodation and services available. Because of the wide choice, it is not possible to list every price on every date. A from price is indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel and choice of accommodation. To help you in choosing a holiday which is tailor made by us to your requirements, please call our Sales team. We will be happy to provide you with the best quote. 2.5 Paying For Your Holiday After your booking is taken and a deposit received, a balance invoice will be sent to you via detailing the total cost due. Full payment is due not less than 90 days before departure. If you do not pay in full 90 days before departure, we reserve the right to cancel your booking and forfeit your deposit by way of cancellation charges. If you make a holiday booking within 90 days of your departure date then you must pay the full cost of the holiday at the booking stage. For bookings made directly on our website full payment will be required at the time of booking and cancellation charges apply as per section Pricing Errors Whilst we endeavour to ensure that the most up to date and correct prices are shown on our website, there may on occasion be an incorrect price shown, due to a system error. When we become aware of any such error, we will ensure that we act promptly and will endeavour to notify you within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking and you will be given the choice to amend your booking to an alternative holiday, at the correct price. 2.7 Overlapping Price Panels Holidays which do not fall completely within the date bands specified in the price box may be subject to a reduction or increase. The exact cost of your holiday will be confirmed to you at the time of booking. 2.8 Insurance

14 It is important that you have adequate insurance cover for all aspects of your holiday including cancellation. Uninsured persons will still be charged in accordance with our normal terms and conditions. (See section 3.0 below) Furthermore, if you require medical/any other form of assistance whilst on holiday you will not be covered and you in turn may incur significant costs. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual s own risk and it is your responsibility to obtain the relevant insurance. 2.9 Travel Information & Documents You should receive your invoice within 7 days of booking. This will be sent via unless you request otherwise. Approximately 14 days before departure you will receive your flight/e-ticket together with an itinerary. However, in the case of late payment and/or late bookings, tickets may be handed to you at the airport on departure. Please ensure that you check the flight timings on your tickets carefully. The correct timings, using the 24-hour clock system, may have been adjusted since we sent your invoice. IF YOU WANT TO CHANGE OR CANCEL YOUR HOLIDAY 3.0 Change or Addition to Your Holiday If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may NOT be possible. If it is possible to make the change, it will be subject to an administration charge of 35 per person, and payment of any further costs incurred as a result of the change. Changing your current booking to a holiday of lower value will be deemed as cancellation and rebook and cancellation charges will apply as set out in paragraph 3.1. Cancelling Your Holiday. It will NOT be possible to make changes within 42 days of your scheduled departure date. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare. Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. In some cases, any changes made may mean you having to pay for the cancelled arrangements and purchase new ones at full cost.

15 . 3.1 Cancelling Your Holiday If you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by within 24-hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. The following scale of charges will be payable depending on when the notification of cancellation is received. Prior to 61 days: deposit forfeited (15% of the total holiday cost or 150 per person whichever is the greater) plus 100% for certain airfares / special offers) Scale of Charges for standard non-peak* holiday bookings days before departure: 50% of total holiday cost days before departure: 75% of total holiday cost. Less than 14 days before departure: 100% of total holiday cost. *Peak Holidays Important: Please be aware that for bookings which include festive periods (Christmas / New Year / Easter), or in some cases main school holiday dates substantially higher cancellation fees may be levied. We would strongly recommend that you take out full insurance, which will in most cases include cover, under certain circumstances, against loss of deposit or cancellation fees. If you have taken advantage of an airline offer and paid a higher non-refundable deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above. NB. In certain cases the airline may have applied certain ticketing deadlines to your booking and this may result in higher cancellation charges, so please enquire for details at the time of booking.

16 IF WE WANT TO CHANGE OR CANCEL YOUR HOLIDAY 4.0 If We Change Your Holiday before Your Departure We endeavour to provide you with all the services we have confirmed to you at the time of booking. We may plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc, over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a SIGNIFICANT CHANGE we will endeavour to advise you as soon as reasonably possible. A significant change includes: Change of accommodation to that of a lower category and/or price Change of flight time of more than 12 hours Change of UK departure airport, or a significant change of destination airport Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. In the case of a SIGNIFICANT CHANGE before your departure we will provide you with three alternatives: (a) Alternative travel arrangements of equivalent or of very closely similar standard and price paid by you, as available. (b) Alternative travel arrangements of a lower standard together with a refund of the difference in price paid by you; or (c) cancel your holiday with a full refund of all monies paid. In all 3 cases, minimum compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control. Period before departure within which a major change is notified to you. Compensation per Person More than 60 days: NIL days: days: days: days: Changes Due To Circumstances beyond Our Control We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations

17 outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity. 4.2 If We Change Your Holiday Accommodation We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the website price between the accommodation booked and that available. 4.3 If We Cancel Your Holiday In extraordinary circumstances we reserve the right in any circumstances to cancel your holiday for any reason. However we will not cancel your holiday within 61 days of departure unless it is for a reason outside our control (see changes due to circumstances beyond our control). If we have to cancel your holiday we will offer you:- (a) Alternative travel arrangements of equivalent or of very closely similar standard and price, if available. (b) Travel arrangements of a lower standard and a refund of the difference in price; or (c) A full refund of all monies paid. Compensation as offered for significant changes will also be paid. Cancellation by us where no compensation or refund is payable a) If your booking is not paid in full by the due date we reserve the right to cancel the holiday in full without refund of monies paid or any form of compensation. b) No compensation is payable if the holiday is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package. 4.4 Tours

18 Whilst every effort is made to operate a tour as booked, on occasion it may be necessary to make changes to the accommodation, the routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable for minor alterations to the itinerary or nightly accommodation. 4.5 Building & Development Work Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work, we will endeavor to notify you of any activity as soon as possible, however near to your departure this may be. 4.6 Flight Changes Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings, and days of operation are subject to change. We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Should the changes involve a reduction of your duration, we will offer you a refund of any applicable costs. ON HOLIDAY 5.0 Water/Electricity Supplies Hotels do everything possible to maintain full services, however, occasional power cuts and/or water restrictions may be experienced in extreme circumstances. 5.1 Accommodation (Especially Tropics) Insects In many hotels, especially beach resorts it is almost inevitable that some insects will be seen, this is natural to the environment and cannot be eradicated although hotels endeavour to minimise the inconvenience to guests. Vegetation Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.

19 5.2 Water sports & Other Activities Many hotels offer water sports and other sporting activities, in some cases these may be free of charge. Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest s safety. 5.3 Behaviour Whilst travelling to or resident in your hotel it is your responsibility to ensure that you and the members of your party do not behave in a way which causes offence or danger to others or which risks damage to property belonging to others. If, in our reasonable opinion, or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is deemed to be causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. In this event no refund or compensation will be paid. 5.4 Personal Belongings and Lost Items For security reasons valuables should be kept to a minimum and packed in your hand luggage along with basic essentials, a change of clothing, medication, camera etc (within airport guidelines). It your responsibility to look after your property at all times and you ensure you are adequately covered by comprehensive insurance. If you lose any personal items whilst on holiday, you should obtain a written report from the police, and follow and other guidelines as set out by your insurance policy. 5.5 If You Have a Complaint while you are on Holiday If you have cause for complaint or a problem whilst on holiday, you must bring it to the attention of our local representative, agent, hotel, car rental company or airline immediately. They will do their best to rectify the situation. If the supplier cannot resolve the problem to your satisfaction, at the time, you should contact the Company s Customer Service Department immediately by telephoning +44 (0) or fax +44 (0) , so that the company is given the opportunity to help. Failure to contact Destinology whilst on holiday may prevent the problem being rectified and affect our ability to investigate and take remedial action; it will almost certainly impact on the way any subsequent complaint is dealt with.

20 5.6 Destinology Emergency Officer Destinology operates a 24-hour emergency on-call answer phone system, and the contact number for this will be provided with your documents. 5.7 Conservation It is becoming ever more important to conserve the world s natural resources, to reduce our carbon footprint we no longer send documents by post. All travel information/tickets/vouchers will be sent via approximately 2 weeks before departure. 5.8 Our Commitment to You for Your Holiday Arrangements a. The air holidays and flights on our website are ATOL protected. We hold an Air Travel Organisers Licence (ATOL 5741) granted by the Civil Aviation Authority. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at b. Subject to (d), we will accept responsibility if due to fault on our part, or that of our agents or suppliers, any part of your holiday arrangements booked before your departure from the UK is not as described on the website, or not of a reasonable standard, or if you or any member of your party is killed or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury: is not caused by any fault of ours, or our agents or suppliers; is caused by you; is caused by someone not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we or our agents or suppliers could not have anticipated or avoided. c. For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is twice the price, the person affected, paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to 50 per day per person affected. d. Subject to (b) above, if any failure in your holiday arrangements relates to, or if you or any member in your party is killed, injured or becomes ill

21 during or as a result of, carriage by aircraft, ship, train or coach forming part of the holiday arrangements booked before departure from the UK, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with the liability of the carrier under any international convention which governs such services. International Conventions which may apply include: in respect of carriage by air, the Montreal Convention 1999 or the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the Montreal Additional Protocol of 1975); in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention 1961; and, in respect of carriage by road, the Geneva Convention The terms of these conventions are incorporated into and form part of your contract with us. In respect of death or personal injury, the liability of an air carrier under the Montreal Convention and the Warsaw Convention is limited to damage sustained in the case of death or bodily injury caused by an accident which takes place on board the aircraft or in the course of any of the operations of embarking or disembarking. You can get copies of the relevant conventions if you ask us for them. You should also note that these conventions may limit or remove the carrier s liability to you and the amount which the carrier has to pay you. You should also know that the carrier will rely upon its conditions of carriage which may limit or remove the carrier s liability to you and limit compensation under international conventions. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users Council on e. Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider s or other supplier s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier. f. If we make any payment to you or any member of your party for death, personal injury or illness, you must give us or our insurers the rights you

22 may have to take action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment we make. g. Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling. Destinology has no control over such decisions, and is therefore unable to accept responsibility for them. Where, as a result of circumstances beyond our control we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (d). h. Locally Booked Excursions/Activities whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Destinology, and for whom Destinology acts only as an agent. If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not from part of your package with Destinology. The contract may be subject to the excursion/activity provider s terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Destinology accepts no liability for any breach of contract or negligent act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct inquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy. 5.9 Representative Services Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure you refer to your documents which will provide the appropriate contact details should you need assistance whilst on holiday Curtailment

23 If you choose to cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them. ON RETURN FROM YOUR HOLIDAY 6.0 If You Had a Problem If a problem remains unresolved during your holiday, you should make a complaint in writing to Destinology within 28 days of the completion of the holiday. Please quote your holiday booking reference. On receipt of your complaint we will reply to you within 28 days of receipt of your letter. 7.0 Destinology Holiday Vouchers Destinology Holiday Vouchers can only be used by contacting the Customer Services Department on / These vouchers can only be redeemed against a package holiday which includes a flight and hotel; the minimum price must be greater than 500 per person. The voucher can only be used against prices advertised on our website. Vouchers cannot be exchanged for cash. The voucher will not be valid if it has been defaced. Most vouchers will have an expiry date and will not be valid after this time unless previously agreed by us. We cannot accept responsibility for vouchers posted to us and advise the use of special delivery. Vouchers cannot be replaced if lost, stolen or destroyed. When calling to make your booking you must advise the Customer Services Department that you have a voucher you wish to use.