Beaches Premier Holidays Beaches Brochure 2018 | Page 66

BOOKING AGREEMENT The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Period before departure in which we notify you Amount you will receive from us 71 days or more nil 70 – 43 days £10 42 – 29 days £20 28 – 22 days £30 21days or less £40 8. Our liability to you You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. IMPORTANT INFORMATION to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. 2) When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ. For further information please see www.abta.com. Accommodation descriptions Hotels use a variety of descriptions for rooms to indicate varying views as well as better facilities. For example, a standard room type, but with sea view, may be described as ‘superior’ or ‘deluxe’, although the décor and size of the room itself will be the same. In some cases, a ‘superior’ or ‘deluxe’ room may be the standard room type available in the hotel, so you should not automatically assume that this indicates a room of a higher standard. Some beach resort rooms are described as seafacing. However, these rooms may not necessarily have a view of the sea, as it may be affected by plants and trees which grow quickly in tropical climates. Rooms are often described as being ‘twin’ or ‘double’. This simply means that the room is suitable for an occupancy of two and does not guarantee a particular bed configuration. We are happy to forward special requests to the hotel, although these cannot generally be guaranteed. Most rooms have private facilities. This means a bath OR shower. If you have a specific preference for a bath or shower, If you are a resident of the Channel Islands and Isle of Man, then no you should let us know and requests will be passed to the ATOL financial protection is included. hotel, although we cannot guarantee that these will be fulfilled. Washbasins may sometimes be in the bedroom rather than the 10. ABTA bathroom. We are a Member of ABTA, membership number V0762. We are obliged to maintain a high standard of service to you by ABTA’s Code The names and arrival details of all room occupants will be required at the time of booking. Many hotels will make a charge of Conduct. We can also offer you ABTA’s scheme for the resolution payable locally if occupancy is amended during your stay. of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to Many resorts now charge a compulsory "resort fee" per use ABTA’s simple procedure. Further information on the Code and night of your stay. This is payable locally and will be added ABTA’s assistance in resolving disputes can be found on www.abta. to your room bill. What is included in this fee does vary from com. You can also access the European Commission Online Dispute Our liability, except in cases involving death, injury or illness, one hotel to another, but typically, it may give you access to shall be limited to a maximum of three times the cost of your travel (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. WiFi, free local and long distance calls within the country (not arrangements. Our liability will also be limited in accordance with This ODR platform is a means of notifying us of your complaint; it will international). It may also cover use of some hotel facilities such not determine how your complaint should be resolved. and/or in an identical manner to as fitness rooms, tennis courts etc. 11. Complaints a) The contractual terms of the companies that provide the It is common practice for hotels to take a credit card imprint on travel services that make up your package. These terms are check-in as a guarantee for incidental expenses. If you do not If you have a complaint about any of the services included in your incorporated into this booking; and holiday, you must inform our resort representative or our Head Office possess a credit card, a cash deposit may be required, which will be refunded at check-out less any incidental charges. Customer Services team by calling: 01223 516333 or emailing: b) Any relevant international convention, for example the [email protected] without undue delay who Montreal Convention in respect of travel by air, the Athens Accuracy Convention in respect of travel by sea, the Berne Convention will endeavour to put things right. Every care has been taken to ensure that all information in respect of travel by rail and the Paris Convention in respect If it is not resolved locally, please follow this up as soon as possible we provide is accurate. However, due to circumstances of the provision of accommodation, which limit the amount of after your return home, ideally within 28 days by writing to our beyond our control some details may change. It is possible and conditions under which compensation can be claimed that an advertised facility may be withdrawn or temporarily Customer Services Department at Premier Holidays Ltd, Building for death, injury, delay to passengers and loss, damage unavailable according to season or due to weather conditions, 1020, Cambourne Business Park, Cambourne, Cambridgeshire and delay to luggage. We are to be regarded as having lack of demand, a private function, for maintenance, CB23 6DW giving your booking reference and all other relevant all benefit of any limitation of the extent of or the conditions renovation etc. We will advise you of any significant changes information. Please keep your letter concise and to the point. If you under which compensation is to be paid under these or any fail to follow the requirement to report your complaint in resort we will to facilities at the time of booking or as soon as practical if conventions. have been deprived of the opportunity to investigate and rectify it and information is received after your booking has been confirmed and if time permits. Similarly, some attractions advertised may You can ask for copies of the travel service contractual terms, or the this may affect your rights under this booking. Please also see clause not be open year round or on every day of the week. Please international conventions, from us at Premier Holidays Ltd, Building 10 above on ABTA. ask at the time of booking if this is important to you. Weather 1020, Cambourne Business Park, Cambourne, Cambridgeshire 12. Additional assistance information, mileage and maps are guidelines only. CB23 6DW. Under EU law (Regulation 261/2004) you have If you’re in difficulty whilst on holiday and ask us to help we will Assistance requirements rights in some circumstances to refunds and/or compensation provide appropriate assistance, in particular by providing information We are delighted to offer advice for travellers with special from your airline in cases of denied boarding, cancellation or on health services, local authorities and consular assistance; and needs or disabilities. Not all hotels have adapted rooms, delay to flights. Full details will be publicised at EU airports and and some airports and types of aircraft may not be able to available from airlines. However, reimbursement in such cases will helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty accommodate certain requirements. In order for us to ensure not automatically entitle you to a refund of your holiday cost from is your fault. that we can meet your needs, and that we comply with airline us. Your right to a refund and/or compensation from us is set out regulations, it is essential that you complete an assistance 13. Passport, Visa and Immigration Requirements in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service Your specific passport and visa requirements, and other immigration requirements form, which can be found on our website at: http://www.premierholidays.co.uk/assistance_requirements/ provider will be deducted. requirements are your responsibility and you should confirm these form. The detailed information you provide will enable us to with the relevant Embassies and/or Consulates. We do not accept If it is impossible to ensure your return as scheduled due to ensure that all the suppliers of services for your holiday are any responsibility if you cannot travel because you have not unavoidable and extraordinary circumstances, we will bear aware of your requirements and we can, if necessary, make complied with any passport, visa or immigration requirements. the cost of necessary accommodation, if possible of equivalent adjustments to your itinerary at the outset to accommodate category, for a maximum of three nights. The limit doesn’t apply 14. Excursions them. If the form is not sent to you, please ensure that you ask to persons with reduced mobility and any person accompanying for it. them, pregnant women and unaccompanied minors, or persons in Excursions or other tours that you may choose to book or pay for Building and development work need of specific medical assistance, provided that you notified us of whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, Some locations may unavoidably have work underway to these needs at least 48 hours before the start of your holiday. your contract will be with the operator of the excursion or tour public areas and facilities. Whilst we will endeavour to advise N.B. This entire clause 8 does not apply to any separate contracts and not with us. We are not responsible for the provision of the that you may enter into for excursions or activities whilst on holiday. excursion or tour or for anything that happens during the course of you of any building or refurbishment work underway at any properties you have booked, which may adversely affect your its provision by the operator. 9. Protecting your money stay, we cannot anticipate where work will take place outside of the hotel grounds. All the hotels featured strive to maintain 15. Travel Agents We provide full financial protection for our package holidays. high standards and, as such, there may be the necessity for When you buy a flight-based holiday, all monies you pay to the 1) For flight-based holidays this is through our Air Travel some ad-hoc and unforeseeable maintenance work. Organiser’s Licence number 2713 issued by the Civil Aviation travel agent are held by him on behalf and for the benefit of the Child reductions Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, Trustees of the Air Travel Trust at all times. This is subject to the Reductions are available for children (aged 2 – 11 years) if they telephone [phone], email [email protected]. When agent’s obligation to pay it to us for so long as we do not fail. If share a room with two full paying adults. Some hotels provide we fail, any money held at that time by the agent, or subsequently you buy an ATOL protected flight or flight inclusive holiday accepted from you by him, is and continues to be held on behalf of a folding bed or there may be a sofa bed in the room. On from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what and for the benefit of the Trustees of the Air Travel Trust without any occasion, a child may be accommodated free of charge, but may have to share existing bedding, which may involve sharing this means for you and who to contact if things go wrong. We obligation to pay that money to us. When you buy a holiday not will provide you with the services listed on the ATOL Certificate including a flight, all monies you pay to the travel agent are held by a double bed with adults - if a folding bed is required for a child, this should be requested at the time of booking and a charge will him on our behalf at all times. (or a suitable alternative). In some cases, where we aren’t be made locally for this. able to do so for reasons of insolvency, an alternative ATOL 16. Law and jurisdiction Sometimes child offers are provided on an accommodation holder may provide you with the services you have bought This booking is governed by English Law, and the jurisdiction of the only basis. The hotel will then charge for all meals taken and in or a suitable alternative (at no extra cost to you). You agree English Courts. You may however choose the law and jurisdiction of some cases, children will be charged on the same board basis to accept that in those circumstances the alternative ATOL Scotland or Northern Ireland if you live there and wish to do so. as adults whether meals are taken or not. For this type of offer, holder will perform those obligations and you agree to pay payment for meals will be collected locally. any money outstanding to be paid by you under your contract 66 BOOKING AGREEMENT