Holiday Gems - Non Package Terms and Conditions

Except where otherwise specified, we, Holiday Gems Limited, company number 05824929, having its registered office address at Unit 14, Telford Court, Chester Gates Business Park, Dunkirk, Chester, CH1 6LT, act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into, or for any travel arrangements or other services you purchase (“Arrangements”), or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any Arrangements. For all Arrangements, your contract will be with the supplier(s) of the Arrangements in question. Some suppliers may also act as booking agent for the ultimate supplier of the Arrangements. When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the Arrangements. Your booking with us is subject to these agency terms and conditions (“Agency Booking Conditions”), ‘Essential Holiday and Safety Information’ and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier's booking conditions may limit and/or exclude the supplier's liability to you. Copies of applicable conditions are available on request from us.

These Agency Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that English law (and no other) will apply to any dispute, claim or other matter which arises between us out of or in connection with your contract or booking. By making a booking with us, you agree that:

A. You have read these Agency Booking Conditions and agree to be bound by them;

B. You consent to our use of personal data in accordance with our Privacy Statement and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements); and

C. You are over 18 years of age and resident in the United Kingdom and, where placing an order for services with age restrictions, you declare that you and all members of your party are of the appropriate age to purchase those services; and

D. You accept financial responsibility for the payment of the booking on behalf of all persons detailed on the booking.

1. MAKING YOUR BOOKING

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these Agency Booking Conditions. The first named person on the booking will be the party leader (“Lead Passenger”) and will be responsible for giving us accurate information about all members of your party and making all payments due to us.

You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking, and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations.

It is a condition of booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control for the purpose of security and counter terrorism. This is known as Advanced Passenger Information.

Please note that telephone calls may be recorded for training and monitoring purposes.

For all online and non-online bookings these Booking Conditions will apply.

2. ONLINE BOOKINGS

By clicking to request travel arrangements or other services (“Arrangements”) and entering your personal and payment details on https://www.holidaygems.co.uk (the “Website”), you are making an offer to purchase the Arrangements selected, if they are available. When we receive this offer, we will contact the supplier(s) of the Arrangements concerned. Each supplier will require a short period of time to check to see if your chosen Arrangements are still available at the price quoted. We will not take any payment from you at this stage.

When you make an offer to purchase the Arrangements selected and should the Arrangements requested be available at the price quoted, a binding agreement will come into existence between you and the applicable supplier(s) of the Arrangements when we debit your payment method in accordance with section 4 below. A booking confirmation (“Booking Confirmation”) confirming the Arrangements will be sent to you, however, please note that it can take up to 72 hours to come through, and in peak season in excess of this. Prior to the Booking Confirmation being sent, we will endeavour to contact you via email and/or telephone to let you know that your Arrangements have been booked and to discuss any optional extras that you may require adding to the booking. If the Arrangements are available but not at the price quoted, we will contact you by telephone or email to give you the option to purchase the Arrangements at the revised price. We will only debit your payment method once the Arrangements have been agreed and you have given us authority to do so. Please note that when you make an online booking request, for security details your card is checked, and whilst nothing will be debited from your account, the amount will be “reserved or ring-fenced”. This is intentional and for the purpose of speeding up the confirmation process should your chosen Arrangements be available and in order that we may instantaneously confirm all components of your chosen Arrangements should they be available and/or you have given us such authority to do so. For the avoidance of doubt no monies during this period will leave your account and should the requested Arrangements not be available for the price stated on your order, the “reserved” amount on your card will be released and lapse. It should be noted that where this is the case, UK banks differ in the time-frames they release the “reserve or ring-fence”. For simplicity, this process may be likened to that when checking into a hotel and the hotel validating your card and “reserving” an amount, but not debiting it.

Please note that each booking is treated separately on our online booking request system. If larger groups want to be sure of sufficient availability for any flights/hotels they should call our call centre. If two parts of the same group make a booking request online on two separate bookings and the holiday availability expires between the two bookings, we regret therefore that we are unable to cancel the first booked holiday without applying cancellation charges as levied upon us by the supplier(s) of the first booked Arrangements.

Should you wish to cancel an order already received but not yet completed, there will be an administration fee of £75 charged to your payment method. This charge is made in relation to administrative duties undertaken on your behalf by us in relation to liaison with our suppliers, airlines and operators, in order to fulfil your requested Arrangements and in addition to cover any non-refundable fees we may have already incurred. This is a per order and not per person charge.

3. NON ONLINE BOOKINGS

Alternatively to make a booking you can contact our call centre on 01244 957 725.

A binding agreement will come into existence when we debit your payment method in accordance with section 4.

4. THE PRICE YOU PAY

All prices we advertise are accurate at the date published. Please note, however, that advertised prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur as we are reliant upon the supplier(s) to provide us with the most up-to-date prices. We reserve the right to make changes to, and correct errors in prices of both advertised and confirmed non-packaged arrangements, at any time.

In addition to your holiday price, you may have to pay taxes which will be payable by you directly in resort. These taxes may be described as but are not limited to city, resort, island, tourist or green tax. They are imposed by the relevant revenue authority for the applicable country/s and are beyond our control to collect on their behalf.

Except where our Deposit or Part Payment offer(s) is available, payment for the Arrangements is payable in full at the time of booking via credit or debit card. It should be noted, whilst we will accept American Express for deposits of both online and off-line/telephone bookings up to the value of £1700, we do not accept American Express for any part balance or balance payments.

Bookings made via the Website must be paid for in full at the time of booking (unless otherwise stated) via credit/debit card and we may also offer a bank transfer facility. Please ask at the time of booking. For your convenience, a Part Balance and Full Balance online payment facility is available via the menu bar on the homepage of the Website. In the event that you book your Arrangements more than 14 weeks before departure, and do not wish to pay in full, please contact our reservations team on 01244 957 725, where payment of a deposit to book your Arrangements may be possible. For the avoidance of doubt, as we sometimes release tickets as soon as your Arrangements are booked, it should not be assumed that your Arrangements have been paid in full. In all cases, your balance will be due 14 weeks prior to departure unless otherwise agreed or stated. It is essential that you pay your due balance at this time unless you have prior authorisation from a member of our team which was detailed and recorded at the time of your booking. If you are having difficulty in meeting the balance due date, and where it is possible for us to allow extra time for you to pay the same, we will advise you at the time of your enquiry. It is important to note, however, that we may not be in a position to delay payment to our suppliers, although you will be advised of this at the time of calling. Please refer to section 28 and section 29 of these Agency Booking Conditions regarding cancellation charges should you decide to cancel or are unable to pay your full balance. We reserve the right to charge the card holder’s original credit or debit card should subsequent cancellation charges apply. Part Balance and Full Balance payments may be paid online by visiting the website and clicking on the “My Booking” link at the top of the home page.

It is important to note that your payment type has to be debited once you have authorised us to do so (via an order or verbal confirmation) before we may confirm your booking. It is imperative that you have enough funds in your account, as we may not be in a position to confirm your booking if not. In rare circumstances, despite debiting your account with good intention in order to confirm your booking, it is a fact that for whatever reason, sometimes the Arrangements are not available. Should this unfortunately be this case and we are not able to confirm your Arrangements as authorised by yourself, we will not therefore be in a position to meet our contractual obligations and your monies will be automatically refunded to the payment card you presented to ourselves.

Except where otherwise advised or stated in the booking conditions of the applicable supplier(s), all monies you pay us for Arrangements will be held on behalf of the supplier(s) and forwarded on to the supplier(s) in accordance with our agreement with them.

Low Deposits & Payments

From time to time we may make offers available where you can take advantage of a lower initial deposit payment (‘Low Deposit Offer’). Where this is the case, the following terms will apply:

1. Where you make a booking that takes advantage of the Low Deposit Offer, you may be able to spread the deposit applicable to your chosen Arrangements over a one or two month period OR you will be informed of a “deposit due date”. In all cases, you will be advised of the deposit method we are able to offer and be given the opportunity to accept or reject this method before you confirm your booking.

2. The amount of the low deposit required at the time of booking, along with details of any further deposit and the value of the final balance, together with the applicable payment due dates, will be communicated to you before you confirm your booking.

3. Where you make a booking under a Low Deposit Offer, all of the standard booking and cancellation terms set out on this set of terms and conditions will apply to your booking, as normal.

4. All deposits (including both the initial low deposit and the further part-deposits you are required to pay, where applicable) are non-refundable and therefore would not be reimbursed should you decide to cancel your booking.

5. Please note that if you wish to cancel your booking where you have relied on the Low Deposit Offer, it is possible that the cancellation charges applicable to your booking may exceed the sums you have paid at the point you cancel. Where this is the case, you will be required to pay any additional sums that are necessary to ensure that the applicable cancellation charges are met in full, please see clause 25 for further details.

6. If the balance due date applicable to your booking (normally 12 weeks prior to departure) falls prior to the date agreed to pay your deposit, then the full balance for your booking will still fall due on the normal balance due date.

7. If you would like to make changes or add extras to your booking, you will be required to pay the additional associated charges (i.e., amendment charges) when the amendments are applied.

8. Please note that any Low Deposit Offers that we promoted are subject to availability and are offered entirely at our discretion.

9. When you make a booking online or through our telephone booking service and/or make any further payments online, including your balance, you will be subject to an administration fee of £4.95. Should you choose to make a telephone payment with a member of our administration department, the payment will be subject to an administration fee of £25. In relation to any type of refund payment/s, we reserve the right to levy a minor Refund Processing Fee of £9.95 per booking to cover our payment and administration costs.

10. We reserve the right to automatically debit any of the balance payment due via our Secure Card Token as mentioned below on the dates agreed. However, should this be the case, you will be advised at the time of booking.

11. Should you default or cancel your Arrangements, any further deposit balance due, together with any cancellation charges, will be payable in full and you agree and accept that we are able to debit the payment card we hold on file with the sum outstanding.

12. Should any amount due to ourselves not be paid at the agreed time, we reserve the right to recover any amount due via the appropriate and applicable channels and we will send you notifications when this will be the case.

It should be noted that should the price quoted at the time of submitting the online booking request not be available to confirm, our online team will recalculate the price of your new holiday arrangements taking account of the total order price and not the breakdown of the same. For the avoidance of doubt, any difference in price offered to you will only take account of the difference between the price quoted at the time of submitting the online booking request and the cost of the new holiday arrangements.

Please note that the raising of chargeback is effectively your withdrawal of monies that would be used to pay suppliers involved, and as such, is deemed a cancellation from you by non-payment should such payments be due.

As a result, we reserve the right to cancel your booking to avoid increasing losses for our business in the event your chargeback is successful. Those booked arrangements may then not be available to rebook on the same basis or/and at the same costs at any point after.

5. CUSTOMER CARD DATA AND PAYMENTS

In the interests of protecting customers’ card data and for security purposes, when you make an online booking request or non-online booking, your card details will not be held on our servers. Instead, the card details are processed immediately if your chosen Arrangements are available, but no monies are debited if your chosen Arrangements are not available. In either circumstance the card details are “tokenised” by a fully approved payment provider who validates your card on behalf of your card issuer. Where the card details are “tokenised”, we are unable to see your card details. The token enables us to process the payment of your Arrangements, if they are available, or you give us authority to proceed with any alternative Arrangements and/or an increase to your chosen Arrangements. The token may be valid for the lifetime of your card and will allow you to pay your balance securely online via our balance payment system without entering your card details again. Where deposits and cancellation payments are due, it will also allow us to debit the balance of deposit or any payment due to us should you have cancelled your Arrangements or any payments remain outstanding.

6. OPTIONAL EXTRAS

Optional extras are not included in your booking (unless otherwise stated). For example, checked baggage, meals, refreshments, extra leg room, priority boarding and pre-allocated seating may need to be added at extra cost at the time of booking or will be payable at the airport or on-board the aircraft. In many cases optional extras will be limited and are at the discretion of the airline concerned. Please enquire at the time of booking for details of optional extras.

You are able to add hold luggage to your booking up to 5 days prior to departure. It is your responsibility to ensure you have sufficient baggage allowance. Please be aware that hold baggage weight restrictions may also vary between the supplier(s) we feature. Unfortunately, it is also not uncommon for restrictions regarding purchase of luggage being on a “none or all” basis on the flights we sell.

Currently, all hand luggage is FREE (ranging from 5kg to unlimited per person, as per the individual airline’s guidelines on weight and dimensions). However, in line with the majority of airlines, hold luggage charges vary from £30-70 (short-haul) or £40-80 (long-haul) each way per suitcase and weight allowance per suitcase will also vary between 15kg and 22kg. It should be noted that airlines also place compulsory “admin fees” or “check-in charges” relating to luggage charges/changes. For the avoidance of doubt, it will not follow that a direct airline’s price or policy of charging for luggage, admin fees or check-in charges will be reciprocated by us and additional administration charges may apply. Please note, luggage charges may be considerably more when paying at check-in and our advice is to pre-book any hold luggage you require prior to departure.

All luggage charges are subject to change at any time.

Other extras, such as ancillary items including car parking, airport lounges, airport hotels and car rental are available to book on request. In the case of car rental, it is imperative that you have a “credit card” when picking up your car as all car rental companies will require a sizeable deposit and you must ensure your credit card (not debit card) has enough limit on it prior to travelling. Please ask at the time of booking if you require us to confirm the amount that will be “held” on your card by the car rental company whilst you are hiring the car. You should also be aware of minimum driver age limits etc prior to travel.

7. ONLINE BROCHURE CONTENT, DATA FEEDS & TECHNICAL ISSUES

We display a range of information throughout the booking process concerning the specifics of your chosen Arrangements. In every instance this information is provided by the supplier(s) and is subject to change entirely at their discretion. Special offers, such as free child places, can and do change without notice. We cannot be held responsible for errors or omissions in the description of the Arrangements.

Despite our best endeavours to ensure that the many data feeds available on the Website are regularly updated, we cannot be held responsible for any technological deficiencies which may occur. However we undertake that we will always take the appropriate action should we find or be informed of any fault in any data feed on the Website.

All descriptions and content on the Website or otherwise issued by us is done so on behalf of the supplier(s) in question and are intended to present a general idea of the services provided by the supplier(s) in question. Not all details of the relevant services can be included on the Website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.

Please bear in mind that accommodation owners, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure. There may also, from time to time, be general refurbishment at these establishments. This is necessary to maintain standards, but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

It should be noted that our Website is connected to many accommodation suppliers, consolidators, airlines, brokers, and other companies who form the basis of our Website content via various booking platforms. From time to time, and despite best endeavours to monitor all of our data feeds, problems do sometimes occur, which and for instance, may result in a booking or part of a booking not being confirmed. Whilst this situation is extremely rare, we will inform you as soon as practically possible and will do our best to rectify the situation. However, should this not be possible, we will issue a full and prompt refund to you. For the avoidance of doubt, we cannot be held responsible for situations such as the aforementioned which are simply out of our control.

8. ACCOMMODATION GRADING AND DESCRIPTIONS

Any star ratings we advertise are based on various differing scenarios including that of subjective opinion. For example, accommodation ratings may be based on our own grading system or personal opinion by our contractors and/or other of employees of our business. Alternatively, star ratings may have been issued by our suppliers in accordance with their own grading systems, which, for the avoidance of doubt may vary by supplier. Further, a property we advertise may be featured by more than one of our suppliers, however, each supplier may grade the same differently and you should take account of this fact when searching your accommodation. It is also extremely important to note that should a supplier provide ratings, they are based on many things which are relative to that particular supplier e.g., some may grade their accommodation from reviews received from previous customers, some may base on country ratings of hotel origin or even from their own personal inspections. In summary accommodation gradings should a) only ever be used as a guide and b) may differ to the official rating advertised by an accommodation directly. Particular attention should be drawn to the fact that one hotel graded with a particular star rating may not have the same standards as another hotel rated at that very same star rating and under no circumstance should assumptions be made that “one size fits all” regarding star ratings. Please also note, standards may vary between accommodations of the same class or star rating in different countries, and it is important to carefully read individual accommodation descriptions. A comparison of cost may also give some idea of how accommodation in the same resort/country is likely to compare in terms of general standards however, this must never be relied on as accommodation rates change frequently subject to supply and demand along with other factors which are simply not within our control. If a hotel's star rating changes based on our or our supplier's opinions/systems, this does not necessarily affect the quality or facilities of the hotel and therefore does not cause a significant change in the standards of holiday provided. Accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated. You should also note, and never assume, that information or descriptions advertised via the accommodation supplier’s own website will be the same as those advertised on our own, simply due to the fact that the supplier may negotiate certain differences in the interests of gaining price advantages for our customers and over their own accommodation competitors. .

You should ensure that the room type you have chosen is appropriate for your party size and meets your requirements. For instance, a twin or double room which accommodates two adults and two children, would invariably include two twins or a double bed and additionally two sofa/foldaway or temporary beds in the same room. If you are unsure, please contact us and we will advise you accordingly. You could/may also check the hotel’s own website for further information on room size. However, please note, as advised above, it does not necessarily follow that our suppliers' advertised description/s of room type will be the same as those advertised on the hotel’s own website and in all cases, you must ultimately check with ourselves to clarify as no liability can be accepted by us should this not be the case.

9. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

It is your responsibility to check and fulfil your passport, visa, health and immigration requirements before departure. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant embassies and/or consulates. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation, or you fail to comply with all applicable health requirements or indeed if you have not checked prior to travel. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. Please refer to the Essential Holiday Information at the bottom of these Booking Conditions for more information.

ESTA & VISA

Every passenger travelling to or transiting through USA is required to have an ESTA or a visa. If the passenger is not eligible for an ESTA, they must obtain and present before boarding their flight/cruise a valid visa issued by the US Embassy. You must check the Government website to verify if you need an ESTA or a visa - https://www.gov.uk/foreign-travel-advice/usa/entry-requirements

ESTA stands for Electronic System for Travel Authorization and is an online application system developed by the United States government to pre-screen travellers before they are allowed to board any type of transport for the United States. Starting on January 12, 2009, any person entering the United States under the visa waiver program is required to hold an approved ESTA. The official website for applications is: https://esta.cbp.dhs.gov/esta/ (other websites will charge much higher fees). Passengers should apply for an ESTA as early as possible. Applications for ESTA within 72 hrs of departure may not be completed on time before travelling and in such case, you will be denied boarding.

Visa - if you are not eligible for an ESTA due to personal circumstances, you will require a visa instead, which is issued by the US embassy. Please be advised that visa appointments at the US Embassy are very limited and it can take several months before you get an appointment and an outcome. Therefore, we recommend you start the processes as early as possible.

It is your responsibility to ensure you have successfully obtained your ESTA or a visa in sufficient time before your departure and we cannot accept any responsibility for losses incurred if you have not followed the correct procedure or have not obtained the right document or authorisation to travel to or transit through USA.

You may also require a PCR test dependent on the destination you are transiting in.

10. FLIGHTS

There are varying types of flights that we may book as part of your Arrangements i.e., Charter, No Frills, Full Published and Consolidated.

We are required to bring to your attention the existence of a “United Kingdom safety list” which contains details of air carriers that are subject to an operating ban in the United Kingdom. The United Kingdom safety list is available for inspection https://www.caa.co.uk/Commercial-industry/Airlines/Licensing/Requirements-and-guidance/Third-Country-Operator-Certificates/

Please note, the carrier reserves the right to refuse carriage to any person who has acquired a ticket in violation of applicable law or carriers’ tariffs, rules or regulations. Right of refusal may now be granted to airlines under new and stringent anti-terrorism laws.

We must advise that if you have at any time also made an enquiry to another tour operator for the same flight seats or have held these yourself directly with the airline, this will potentially affect those we have held for you. Should they also still be held in another way, your passenger details will then be duplicated in the airline system, which is not allowed and requires cancellation to leave only one in place. In such cases, it is beyond our control where the airline chooses, without warning, to cancel the flights we hold, and we can accept no responsibility for the repercussions in relation to rebooking new seats to fulfil your holiday arrangements through us. To stress, this will not automatically entitle you to refund of any monies paid. Additionally, should we have unrecoverable costs associated with the arrangements we have made on your behalf, you will be responsible for these.

11. CHARTER FLIGHT CONDITIONS

A charter flight is invariably where an ATOL licensed tour operator such as TUI, or Thomas Cook etc., has “chartered” their own aircraft. When we book a charter flight on your behalf, we will identify that charter operator on the Booking Confirmation. Full terms and conditions relating to individual charter airlines may be found in the relevant charter airline brochures. Where copies of these conditions are not readily available, copies of these terms and conditions are available on request from us or the supplier concerned.

12. NO FRILLS FLIGHT CONDITIONS

When we book a “No Frills” flight on your behalf, we will identify that “No Frills” airline on your Booking Confirmation. It should be noted that “No Frills” airlines operate independently of each other and are normally quite inflexible. Furthermore, they will invariably charge more for amendments once the booking has been made and levy “severe” cancellation charges. By allowing or asking us to book a “No Frills” flight as an agent on your behalf, we regret, and you accept, that we are unable to take any responsibility for flight changes, or cancellation made to any part of your reservation by the “No Frills” airline.

13. FULL PUBLISHED/CONSOLIDATED FLIGHT CONDITIONS

A “Full Published/Consolidated” flight is normally identified as a flight operated by a “National Carrier” such as British Airways, KLM, Air New Zealand, Cathay Pacific etc. When we book a “Full Published/Consolidated” flight on your behalf, we will identify that “Full Published/Consolidated” airline on your Booking Confirmation. It should be noted Full Published/Consolidated Airlines normally levy “severe” cancellation/amendment charges dependent on the type of ticket booked.

14. UPGRADING YOUR FLIGHT & FLIGHT SEAT REQUESTS

Unless you have pre-booked your seats (where this facility is available), it may not be possible to obtain them together. Please bear in mind that even when you do pre-book seats, in most cases we will not be able to confirm the actual seat numbers or position on the aircraft. Where possible, we will offer you a further range of upgrade options designed to give you a more comfortable journey at a reasonable supplement.

15. DIRECT FLIGHTS

The flight routings used in connection with some of our flights may be based on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft on 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 refuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your travel advisor at the time of booking.

16. FLIGHT CHANGES

Unfortunately, airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change as soon as we are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. It is possible that flight times may be changed even after tickets have been dispatched. We will contact you as soon as possible if this occurs.

We are not always in a position to confirm the airline, aircraft type and airport of destination. When this information is provided at the time of booking or subsequently, it is subject to change.

We cannot be held responsible for an airline rescheduling/rerouting flights via other airports/destinations following your confirmation of booking. Unfortunately, airlines who reroute flights are not obligated to make a refund or reduction of any kind should a change to your original itinerary take place.

17. FLIGHT DELAYS

In the event of a flight being delayed the flight provider has an obligation to passengers pursuant to EU Regulation no 261/2004 (denied boarding and flight disruption). However, the extent of such will depend on various other factors i.e., the type of flights you have booked, expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays will result in lost holiday time, no refunds are given. It is in recognition of the above that your holiday travel insurance policy normally offers monetary compensation for flight delays.

18. IMPORTANT NOTE REGARDING TICKETING FOR CERTAIN AIRLINES

Full instructions of how you obtain your tickets will be sent to you at the time of booking or shortly thereafter. There may be instances whereby you are required to enter passport information prior to obtaining boarding cards. This will be detailed to you by email or, if we do not have your email address, by post. Some airlines allow you to administer most parts of the flight element of your booking i.e., add or cancel passengers, change a passenger’s initial, title or surname/s, amend date, add luggage, add priority boarding, add pre-allocated seats plus any other facility offered by your particular airline. For the avoidance of doubt, where this is advised to you, and you wish to make changes, it is important that you follow the below procedure.

In the event you wish to make changes/amendments, it is important that you contact us prior to making any change, in order that we can pre-advise if any/all other subsequent elements or components due to be affected as a result of the change, can be amended to fall in line with such change. Where amendments can be made you will be responsible for the costs thereof to include any applicable administration fees. In the event you do make any changes it is essential that you advise us immediately by calling 0330 124 0424 detailing your reference number and date of travel plus surname and your contact number clearly identifying the change(s) made. Please allow for weekends and public/bank holiday periods and out of office hours when our Customer Service team may not be available for advice or may be delayed in responding to email communication.

Should you make a change and not notify us, and this results in ramifications (howsoever caused) to any other element or component of your holiday, or indeed any additional arrangements you have made, we accept no liability for any loss (monetary or otherwise) you incur as a result. In addition, should you receive a direct email from the airline regarding any type of change to your flight times, dates or anything other, you again must notify us on the above telephone number immediately.

19. BOOKING IF YOU ARE UNDER 18

It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16.

At our discretion, we may accept a booking from a person who is 16 or 17 and who wishes to travel without an adult accompanying them subject to meeting the following conditions in addition to any other specific conditions/restrictions advised at the time of booking or shown on your Booking Confirmation:

You will only be allowed to travel/stay in the accommodation if you can satisfy the supplier’s age policy (please note that some suppliers refuse to accept groups of under 18s and passengers aged below 21), and you have provided accurate ages for each child.
Some of the Arrangements and/or our suppliers have a minimum/maximum age range and some Arrangements are for adults only.
The Lead Passenger obtains and sends to ourselves by fax or scanned copy, confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We will also require the parent/guardian to produce a copy of their passport showing their name and signature. Written permission from a parent/guardian cannot be accepted unless their signature can be checked. By providing signed confirmation, the parent/guardian will become the Lead Passenger even though they will not be travelling, and will be the person who enters into the Contract with us. For the avoidance of doubt, we are entitled to assume the aforementioned will be sent to us following confirmation of booking. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.

Notwithstanding the aforementioned, it should be noted that airlines have differing age restrictions and accordingly, you will be advised should an airline refuse the right of carriage to any person under its age limit when not accompanied by an adult. Should an order be made and subsequently cancellation of the same requested, normal cancellation charges will apply.

20. SPECIAL REQUESTS AND MEDICAL PROBLEMS

If you wish to make a special request, you must do so at the time of booking. If you have failed to do so, please inform us by calling 0330 124 0424 or emailing customerservices@holidaygems.co.uk. We will pass any reasonable requests on to the applicable supplier(s) of the Arrangements, however, we cannot guarantee that requests will be met. The fact that a special request has been noted on your Booking Confirmation or any other documentation, or that it has been passed on to the applicable supplier(s) of the Arrangements, is not confirmation that the request will be met. Failure to meet any special request will not be a breach of Contract on our part.

If you or any member of your party has any medical problem or disability which may affect your Arrangements, you must provide us with full details at the time of booking. If you have failed to do so, please inform us by calling 0330 124 0424 or emailing customerservices@holidaygems.co.uk. If full details are not given at the time of booking, the applicable supplier(s) of the Arrangements reserve the right to cancel the Arrangements when they become aware of these details and they may charge the cancellation fees set out in their booking conditions.

21. UK NATIONAL RESIDENCY

It should be noted that any booking made or prices offered from ourselves are offered to you on the basis and belief that you are a UK national resident only. The prices are not applicable to those holding joint residencies. We cannot be held responsible for increased rates imposed on you whilst in resort by the supplier(s) if you are not a UK national resident and a UK passport holder. You may be liable upon check in/check-out for additional charges imposed by the supplier directly. For the avoidance of doubt, each accommodation unit we feature may have differing rates for nationals of different countries and you may be liable upon check-in/check-out for additional charges. We reserve the right to cancel any reservation not meeting this criteria.

22. HOLIDAY INSURANCE

Do not delay in obtaining your travel insurance. It is required as soon as you have a confirmed booking.

Many supplier(s) require you to be fully insured for your Arrangements and make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include adequate cancellation insurance to the value of your Arrangements, emergency evacuation and repatriation costs in respect of all your activities. There are some restrictions on insurance, for example pre-existing medical conditions. You should advise your insurance provider of these at the time the policy is taken out.

Please note that the travel insurance provided by some credit card providers often only offers the minimum coverage. In response to public concern, some insurers now offer specific insurance against cancellation, delay and abandonment due to volcanic ash disruption.

It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

In light of Covid 19 risks, it is a condition of making your booking through us that you obtain travel insurance that includes cover against any COVID-19 issues or incidents which may affect your booking.

23. IF YOU CHANGE YOUR BOOKING

You must ensure all names and details are entered correctly at the time of booking. You will receive a Booking Confirmation once your booking is confirmed and you must contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability for any errors or omissions if we are not notified of any inaccuracy within 2 days of it being provided to you. However, should the error or omission be due to an error on our part, we shall rectify the error at our own cost, provided you notify us within 2 days. For all other errors or omissions notified to us outside of these time limits, we will endeavour to rectify or arrange for the rectification of any errors, but you will be responsible for any costs involved in doing so.

You may be able to transfer your booking to another person provided the following conditions are met:

You authorise the change in writing
The new Lead Passenger accepts the transfer and the terms of our Contract
That person complies with the terms of the existing booking
That person has valid holiday insurance.

Please note that we will charge amendment fees to change the name on a booking. These will be added to the new invoice. The new Lead Passenger, and you, should they fail to pay, will be responsible for the payment of any balance due on that new invoice.

If you wish to change any part of your Arrangements the lead passenger must inform us as soon as possible by sending an email with the details of the amendment request to CustomerServices@holidaygems.co.uk from the email address registered on the booking. It is important to make us aware of any changes to arrangements not booked with ourselves that impact those we have booked, i.e., a change to your flight time that will affect the transfer service or hotel check-in. If we are not given sufficient notice to amend we cannot be held responsible for the outcome. It is also the case that such amendments may not be without cost, if permitted at all.

Any amendment request must be sent to us in writing, by email and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will do our best to assist, we cannot guarantee that the supplier(s) of the Arrangements will be able to meet your requested change as amendments can only be accepted in accordance with the terms and conditions of the same. The supplier may charge the amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure). Name changes and addition of luggage may be requested via our online form once you log into the MyBooking section of our website. In addition, you must pay us an administration fee of £50 per person, per booking, for each detail changed.

Certain components of the Arrangements, including most “Low Cost” or “No Frills” flights, 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.

Administration fees are subject to change at any time and we will notify you of the exact changes at the time of amendment. Please note that amendment fees are non-refundable.

24. DELIVERY OF DOCUMENTS

All documents (e.g. invoices/tickets) will be sent to you by email (please note that if you require any documents by post, we charge a £15 fee to cover costs). Once documents leave our offices we will not be responsible for their loss, unless such loss is due to our negligence. You must pay any charges made by the supplier(s) if tickets or other documents need to be reissued.

25. IF YOU CANCEL YOUR BOOKING

If you wish to cancel your booking or part of it, only the lead named passenger of the booking may do so by email, which must originate from the email address provided at the time of booking by emailing us at customerservices@holidaygems.co.uk. Alternatively, you may write to us and inform us of the same. However, please note that your notice of cancellation will only take effect when it is received and actioned at our offices during normal working days. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges.

Whilst we will try to assist, we cannot guarantee that such requests will be met. Cancellations can only be accepted in accordance with the booking conditions of the supplier(s) of your Arrangements. The supplier(s) may charge the cancellation or amendment charges shown in its booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure). In addition you must pay an administration fee of £50 per person, per booking.

Please note: Some supplier(s) do not allow changes and therefore full cancellation charges will apply.

The exception to this clause would be where we have managed to negotiate a “Free Cancellation Policy” for a period of time on your behalf. Where this is available (certain platforms/hotels only), a “Free Cancellation Policy” will be clearly highlighted at the time of booking and there will be a 7 day period from the time of booking where a “Free Cancellation” charge will be applicable to you, providing your booking date is at least 28 days prior to your arrival date at the hotel and the room is not listed as non-refundable. Outside of this period, and for the avoidance of doubt, normal cancellation terms will apply.

All customers should note that in most resorts, such as the Maldives, in addition to many other destinations world-wide, hotels/accommodation units will not permit the action of a “cancellation and rebook” of a same category room for consumer financial gain and, critically, will not confirm the same. For the avoidance of doubt, hotels/accommodation units reserve the right to refuse rebookings for this reason. Should these situations occur, the hotel/accommodation unit will approach Holiday Gems and advise of a duplicate and will not confirm the 2nd booking made. Only where/when possible, most hotels/accommodation units will accept rebookings to that of a higher room price, category and standard. However, please also note that some hotels/accommodation units levy 100% cancellation fees from the time of booking and may not allow any changes without full charges being applicable.

26. YOUR CONDUCT

We are extremely proud of our customer service record and at all times our personnel will assist with your enquiry, reservation, grievance or other with the utmost professionalism. Should you feel this is not the case, please ask to speak to a senior member of our team. We do, however, reserve the right to terminate any call which we believe to be verbally abusive or offensive and enter a note in the booking.

We also reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, threatening or abusive, you damage property, you upset, or put any other traveller or our staff or agents in the UK or resort in risk or danger.

If we, the supplier(s) or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause, or be likely to cause, danger or upset to any other person, or damage to property, the supplier(s) will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation, or other service, and the supplier(s) will have no further responsibility to them, including any return travel arrangements. No refunds will be made and we and the supplier(s) will not pay any expenses or costs incurred as a result of the termination.

You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be made directly at the time to the service supplier concerned, failing which, you will be responsible for meeting any claims subsequently made against us and/or the supplier(s) (together with our own and the other party’s full legal costs) as a result of your actions.

27. CHANGES AND CANCELLATIONS BY THE SUPPLIER

We will inform you as soon as reasonably possible if the supplier(s) needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier(s), but we will have no further liability to you.

Maldives Exemption - for the avoidance of doubt, as the Maldives consists of approximately 1,200 small coral islands and sandbanks grouped in clusters or atolls (of which 200 are inhabited), a change in island would not be classed as a significant change to holiday arrangements.

28. CANCELLATION BY YOU OF ACCOMMODATION ONLY BOOKING

As we incur costs from the time we confirm your booking, we will levy the following cancellation charges.

The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling, excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

Period before departure within which written notification of cancellation is	Cancellation charge per person cancelling
43 days and above:	70% of accommodation value minimum charge of £100
42 - 28 days:	80% of accommodation value minimum charge of £100
Less than 28 days:	100% of accommodation value

These cancellation charges apply to all bookings, except where a booking includes items or services where our suppliers’ own cancellation charges exceed those shown above. Please enquire at the time of booking, as up to 100% cancellation charges may apply from the time of booking.

29. CANCELLATION BY YOU OF FLIGHT ONLY BOOKING

If you or a member of your party needs to cancel your confirmed Arrangements, the Lead Passenger must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. The cancellation charge of flight only bookings will be 100% of the cost of the booking.

30. UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES

In these Booking Conditions “unavoidable and extraordinary circumstances” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events include but are not limited to, war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, unknown IT/ technical issues, taxes such as city, resort, island, tourist or green tax imposed by the relevant revenue authority for the country/s, any failure to secure relevant flying rights, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, sporting or otherwise event cancellation, pandemic, the inability of airlines to operate flights as a result of the UK’s decision to leave the European Union (including the loss or restriction of air traffic or transit rights or the right of the airlines to enter any airspace, access to certain ports/airports and changes to Visa requirements) and all similar events outside our or the supplier(s) concerned control.

Except where otherwise expressly stated in these Booking Conditions, we regret that we will not be liable, or pay you a price reduction or compensation, where the performance of our obligations under our Contract with you is prevented or affected by, or you otherwise suffer any damage or loss, as a result of unavoidable and extraordinary circumstances.

Events

In relation to any non-package sold which includes entry and/or a ticket to an event of any kind such as a concert, sporting event or otherwise we will notify you as soon as reasonably practical should a significant change to or the cancellation of an event occur and in such circumstances a refund of the ticket price paid for the event will only be available where a refund is offered by the event organiser/supplier. You will, however, be presented with the following options: (1) where possible you will be offered an alternative such as a change of date or destination subject to the parties agreement to any price adjustment applicable in order to account for any increase or decrease in the cost of the event including any administration charges applicable, (2) you will be free to continue with your trip and make use of all other travel services forming part of your non-package arrangements such as accommodation and transfers provided that such services are operating as normal, (3) alternatively, you are free to cancel your non-package arrangements entirely but in doing so you will be liable for our normal cancellation charges.

31. FINANCIAL PROTECTION FOR YOUR ARRANGEMENTS

In the unlikely event of our collapse/insolvency any money you have paid is not protected by a scheme of financial protection. If this is important to you we recommend you book a Package Holiday with us or obtain suitable travel insurance.

32. OUR RESPONSIBILITY FOR YOUR ARRANGEMENTS

Your contract is with the applicable supplier(s), except as stated otherwise in these terms, we have no liability to you for the actual provision of the Arrangements. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of employment.

33. IF YOU HAVE A COMPLAINT

If you have cause to complain prior to your departure “pre-departure grievance”, you should call or email us in the first instance and we will do our utmost to deal with and resolve your grievance.

If you have cause for complaint whilst on holiday, you must bring this to the attention of the agent or representative (if there is one) and the establishment (if applicable) of where you are staying, who will endeavour to put things right. You must also complete a customer report form (if there is one) whilst in resort.

If there is no local agent or representative, you must contact the supplier on the emergency number detailed on your accommodation/transfer voucher (if transfer related). If, at this point you remain dissatisfied with the outcome, you should immediately contact us on 01244 957 921. If you fail to follow this procedure there will be less opportunity for the supplier(s) and/or ourselves to investigate and rectify your complaint. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon return.

If you remain unhappy with the outcome, you must write to us within 28 days of your return from holiday giving your booking reference and full details of your complaint including any additional information supporting your complaint to Customer Liaison Department, Holiday Gems Ltd, Unit 14, Telford Court, Chestergates Business Park, Dunkirk, Chester, CH1 6LT, or by email to customerliaison@holidaygems.co.uk. Complaints must only be addressed from the Lead Passenger. If you fail to follow this simple complaints procedure (in resort and on your return home), we will have been deprived of the opportunity to investigate and rectify your complaint. This will affect your rights under your Contract, and your right to any compensation that you may have been entitled to will be affected as a result.

You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payment made to you in connection with the associated claim (together with costs incurred by us).

We will manage the complaint on your behalf and a letter/email of acknowledgement will be sent to you within 28 days of receiving your grievance following which you should allow a period of a further 60 days in order that we can make necessary investigations into the same. Please note that this clause is only intended to benefit you, as we require full and detailed responses to any issues raised which, in peak occupancy season, becomes problematic for supplier(s) to respond within our normal and required timeframe.

34. BOOKING CONDITION AMENDMENTS AND RIGHT TO REFUSE TRAVEL ARRANGEMENTS

We reserve the right to add, withdraw and/or amend any of our Booking Conditions at any time and without notice and furthermore reserve the right to refuse any booking.

Our hotel/accommodation partners and suppliers also reserve the right to refuse any booking we make, and should this occur, we cannot be held responsible nor liable for any decision made by the same nor the repercussions of this.

SUPER LOW DEPOSIT*

Our Super Low Deposit facility from just £59 per person offers great flexibility and ensures you are able to secure the accommodation you want, at the price you want, without worrying if the price may change or even if availability dries up in future weeks or months due to anticipated demand. Our Website will detail the cost of your low deposit on each applicable accommodation unit along with the repayment dates for the balance of deposit and any future balance payments applicable with final balances available up to just 21 days prior to departure. For extra flexibility you may request changes that suit your needs better and should this be the case, please call our reservations team on 01244 957 725 and we will be more than happy to assist. Please click here or refer to section 4. THE PRICE YOU PAY - Low Deposits & Payments for full details of the Terms & Conditions applicable to this offer.

FLEXIBLE PAYMENTS*

We offer a range of Flexible Payment options to suit our customers’ needs. In addition, you are able to make ad-hoc payments at any time by visiting our “My Booking” section, situated in the top right hand of our Website. As you browse our Website and choose your preferred accommodation, it will detail (where applicable), the flexible payment options available to you coupled with the deposit amount, any interim payment/s and final balance amount which is available up to just 21 days prior to departure. Please click here or refer to section 4. THE PRICE YOU PAY – Low Deposits & Payments point 9 for full details of the Terms & Conditions applicable to this offer

COVID-19 INSURANCE COVER*

Travelling in the “new normal” requires extra protection and we are delighted to recommend “Covid Bubble Protection” to our customers. When you obtain a quote (click here), there are four types of cover on offer: Bronze, Silver, Gold & Platinum. Each contains key protections for you and your travelling party. Put simply, the benefits of “Covid Bubble Protection” are that you and your travelling party are protected if you:

Require medical assistance cover if you or your insured party contracts Covid-19 whilst on holiday (All policies – Bronze, Silver, Gold and Platinum)
Cancel your trip if you catch Covid-19 before travelling - (Gold and Platinum cover)
Cancel your trip if someone named on the policy catches Covid-19 - (Gold and Platinum cover)
If you are “Denied Boarding” for your return flight due to a suspected case of Covid-19 - (Platinum cover but may be added on all other policy types for optional extra)

What’s more, is that you can obtain cover for Single Trip or Annual Travel Insurance and there is also Individual policy cover, in addition to Couples, Friends and Family policies available. (click here).

Holiday Gems Ltd reserves the right to add, amend or withdraw the aforementioned offers/conditions at any time and without notice.

ESSENTIAL HOLIDAY AND SAFETY INFORMATION

Complaints/claims

In the event you have cause to complain prior to your departure or whilst on holiday, it is essential that you comply with the terms of clause 33 of the Booking Conditions. Failure to follow the complaints procedure will affect your rights under your Contract and your right to any compensation you may have been entitled to will be affected as a result.

Submitting a fraudulent claim is a criminal offence in the UK, which could result in a criminal record and a fine.

ENTRY REQUIREMENTS

We understand there is confusion regarding entry requirements for many destinations and for your convenience we list below relevant links which will hopefully simplify this for you.

As a reminder to all our valued customers with forthcoming travel arrangements, it is your responsibility to ensure you regularly check for updates to the advice given for your chosen destination via the government website https://www.gov.uk/foreign-travel-advice. It is also equally as important to check your airline’s relevant web page as there may be other additional measures you need to take to avoid being refused boarding.

Please understand that our Call Centre and Customer Service operatives are unable to provide any advice to you via telephone or email due to the ever-changing landscape in regard to testing/health requirements. We would therefore ask you to please understand this point and not call or email us as we will be unable to assist you any further other than to refer you to the links detailed below.

We have listed the links you require for the government website and the websites of major air carriers. However, should your airline not be listed, please visit their website directly, where the same information may be found on their travel pages.

Information on COVID-19 before and during your holiday

In resort and at the destination: Due to the effects of the Coronavirus disease pandemic (COVID-19), we would like to advise all customers that each country has implemented their own health and safety measures and precautions in an attempt to combat the spread of the disease.

As with all local health and safety laws and measures, these may differ greatly for each country and the resorts within these countries may have implemented additional measures, and as a result, certain activities or facilities may be temporarily closed. For example, facilities such as indoor swimming pools, swimming pools, on site gyms and spa facilities may be temporarily unavailable due to the employers acting in accordance with government advice or regulations if they are not able to operate these facilities safely. Where possible, we will make you aware in advance of any mandatory or advised measures that are in place at your travel destination but it is your responsibility to make yourself aware of these. For further information please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning on travelling to. We also suggest that you visit the website of the resort and hotel you are staying at during your holiday as they may offer specific information on what facilities are/are not available.

During your flight: If you have booked a flight with us, it is important that you refer to the Terms and Conditions of the airline you are flying with as it may be compulsory for you to wear a face mask/covering whilst you are on the plane and adhere to any additional measures they have set for your journey. Where possible, we will make you aware in advance of any mandatory or advised measures that your airline is implementing but it is your responsibility to make yourself aware of these. For further information please visit the website of the airline you are flying with before your departure, details of which will be in the travel documentation we send you.

Entry requirements: It is your responsibility to check the entry requirements for the country you are travelling to as many countries have introduced new entry requirements as a result of COVID-19. If countries are deemed safe to travel to, they may require you to undergo a temperature check as well as a visual health check and in some circumstances you may also be required to ‘self-isolate’ for the first 14 days and you can face penalties if you fail to do so. Where possible, we will make you aware in advance of any mandatory or advised measures that your airline is implementing but it is your responsibility to make yourself aware of these. For further information please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning on travelling to.

Passports, visa and immigration requirements

Your specific passport, visa and other immigration requirements are your responsibility. We advise that you confirm these with the relevant embassies and/or consulates well in advance of booking, to avoid any delays on the day of departure.

British citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the scheduled date of return. Children are required to have their own passport. The name on your passport must match the name on your ticket, otherwise you may not be able to travel or your travel insurance may become invalid. If you or anyone in your party changes their name, please contact us immediately so that they can reissue you with a new ticket. An amendment fee will be applicable for this service.

Non-British citizen passport holders or British citizens holding a passport issued abroad or holders of British Subject Passports should contact the appropriate consulate or embassy for advice.

For European holidays you should obtain a completed and issued EHIC card prior to departure. For travel taking place on or after 1st January 2020, EHIC provisions have changed and so you should check https://www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein and https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare for updates affecting your travel. You may need to apply for a Global Health Insurance Card prior to departure instead. Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware. You must obtain comprehensive health insurance cover if you are travelling to the European Union.

ESTA & VISA

You may also require a PCR test dependent on the destination you are transiting in.

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validity requirements. For further information please visit https://www.gov.uk/foreign-travel-advice and search for the country you are planning on travelling to.

Health and medical advice

Health facilities, hygiene and disease risks vary worldwide. You should investigate all health and travel advice generally for the countries you are planning to visit as well as take specific health advice about any particular health needs as early as possible. Sources of information include the following: https://www.gov.uk/government/organisations/foreign-commonwealth-development-office, https://www.gov.uk/government/organisations/uk-health-security-agency, https://nathnac.net/, https://www.gov.uk/foreign-travel-advice; your GP; or a specialist clinic. Whilst many Western European destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to other destinations are recommended to seek advice from the sources mentioned above.

Travel Information

The Foreign, Commonwealth and Development Office may have issued health and/or safety information about your holiday destination. You are advised to check this information by visiting the FCDO website directly: https://www.gov.uk/government/organisations/foreign-commonwealth-development-office. You can also visit https://travelaware.campaign.gov.uk/ or https://www.gov.uk/foreign-travel-advice. The advice on the FCDO website can change so check regularly for updates about your specific holiday destination.

Medical requirements, special needs & mobility assistance

If you require special assistance for you or a member of your party (e.g. use of a wheelchair, recognised assistance dogs, medical or mobility equipment, special seating requests), you must tell us when you book or, if later, as soon as possible after booking so that we can make sure appropriate arrangements can be made. Failure to notify us in this way may mean that assistance is not available in connection with the flight, accommodation, resorts, transport and/or services.

It is your responsibility to ensure you are medically fit to travel and fly. Please remember that this covers your whole journey, including the duration of the flight and also the period you may be waiting at, and in transit through, the departure and arrival airports, as well as possible unforeseen delays or diversions.

Booking a room for early arrival or late departure

Generally, your accommodation will be available from 2pm on the date of arrival , and is to be vacated between 10 am and noon on the date of departure, irrespective of your arrival or departure times and unless we have stated otherwise. Should you wish your room to be ready prior to this time frame on your day of arrival, or available after 10 am for an afternoon or evening departure, it may be possible to reserve the room at the time of booking. However, this will be on a “subject to availability” basis. This could incur additional cost and is normally paid locally. Should we not be able to accommodate your request, you may also ask at reception (if applicable) on your date of arrival or at any time during your stay.

Meals

Meals, if included, are based on table d’hote menus, or a meal voucher system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast (on half board) or lunch (on full board) on the day of departure. No refunds on meals “not taken” can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hote menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements takes a holiday where no meals (or only breakfast) are included.

Please note, if you book accommodation on an “all-inclusive” basis, accommodations differ in their “all-inclusive” offerings, including the time all-inclusive options are available, and applicable areas such as bars where the “all-inclusive” concept is applicable/available. Assumptions should not be made that accommodations booked on this basis will include for example “branded” spirits, as they may offer local alternatives.

Free Wi-Fi

Resorts displaying a ‘Free Wi-Fi’ symbol on our Website or in our brochures have free Wi-Fi available, although for hotels it is not guaranteed throughout the resort. For example, free Wi-Fi may only be available in the hotel lobby. Connection speeds will vary by accommodation and no guarantee of availability can be provided.

Local charges

Some facilities at your accommodation may be payable locally. We endeavour to advise you of all local charges in our descriptions but this may not be possible or they may change from time to time.

Service and amenity variations during 'peak' and 'off-peak' seasons

Most of the destinations we feature/advertise are available all year round, however, some do have quieter “off peak” periods when you can enjoy the resort or city being less crowded and more personal attention from staff. Due to the fall in demand in 'off peak' periods, it may be necessary for establishments, such as restaurants, to scale down their services or the size of some of their facilities. In some resorts recreational facilities such as outdoor pools/water sport activities may also be reduced or even closed. Similarly, during peak periods, establishments often experience full occupancy, which may result in a livelier atmosphere and slower service.

Advice regarding public holidays and religious/cultural customs

Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which is celebrated in many Muslim countries, may result in a reduction of facilities, entertainment and a restriction on alcohol. Also, please note that excursions to religious sites, churches and temples will often have strict dress code policies (e.g., Vatican City, Rome).

Animals

The hygiene and care of animals overseas differs vastly from what we are used to at home. We suggest that you do not feed or play with animals, domestic or wild, whilst abroad and ensure that children are not allowed to do so. If you are bitten or scratched by an animal, seek medical assistance immediately. You should also protect yourself against insect bites.

Building and development works

Many accommodation establishments and resorts are continuing to develop. 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 these establishments is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however, near to your departure this may be.

Factors which can affect electricity and water supplies

In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Establishments do everything possible to maintain full services, however, occasional power cuts and/or water restrictions may be experienced.

Factors which can affect accommodation standards (cleanliness, insects, etc.)

In many establishments, especially beach resorts, insects in the rooms (e.g. cockroaches, mosquitoes, ants, etc.) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply as a fact of life in these destinations.

In and Around Your Holiday Accommodation

At the start of your stay, always get to know your accommodation, including public areas, nearby roads, beaches or water, as well as the accommodation’s safety features and the emergency procedures. If you notice any defects or hazards around your accommodation, generally or in your room/villa etc., report them to reception and your representative, if there is one.

Accidents can happen at any time on holiday, especially on the first and last day – so keep vigilant and don’t get distracted when your children are playing around the accommodation/villa grounds, by the pool, or in the water.

Remember! As we have said in the above terms and conditions, the rules and regulations on safety in the UK do not apply or may not be present overseas.

Therefore, carefully note the following safety tips, advice and information about your accommodation and your holiday:

Glass/Patio Doors Safety

Be aware that glass doors and windows are not always toughened glass. Please take extra care in bright sunlight as it may not be obvious whether the window/door is open or closed.

Personal Security and Safety

We strongly recommend that you store all money and valuables in a secure place during your holiday. Never leave your key where someone can see your room number and don’t leave your window or patio doors open. Make sure doors are locked and keep your keys handy in case of emergency. If there is one, use the room or other safety deposit box for your money, travel documents, passports, jewellery and other valuables. Please note, your belongings are taken on holiday at your own risk and neither we nor the hotelier/villa owner are responsible for any loss, theft or damage that occurs to your money, valuables or other personal effects during your time away.

Balcony, Stairwell and Walkways Safety

Never leave children unsupervised on balconies or stairs and walkways (pay particular note and attention when over water or very close to water) and remember that heights and designs of balconies/balustrading may vary from country to country. Look out for any gaps or ‘step ups’ within the balcony/balustrading structure or nearby furniture as it may be possible for children to use these as a climbing frame or slip through the gaps.

Check that there’s a handle on the outside to get back in if the balcony door shuts.

Never lean over, sit, or climb up to the balcony or climb on the balcony wall, balcony furniture or railings, and ensure children are supervised on balconies at all times.

Take extra care on balconies after drinking alcohol.

If you lose your room key, always contact reception, if someone is not on the desk, either call the contact number for the night porter or security.

Keep all balcony furniture away from the balcony wall or railings so that children are not encouraged to climb up them.

Gas and Electrical Appliances Safety

Never leave cookers or appliances unattended while in use and ensure all cooking appliances are switched off when not in use or when you leave your apartment or go to bed. As an extra precaution for bottled gas, turn it off at the bottle neck also.

If you smell gas, report it. Black sooty marks, stains, weak orange flames or excessive condensation in the room could indicate a faulty gas appliance.

Please remember that it is dangerous to use electrical appliances when you are wearing a wet bathing costume or with bare feet on wet floors. For your own safety, please exercise proper caution when handling electrical appliances and supervise closely any children who are doing so. Report any electrical defects to reception, and to your representative immediately.

If there are any battery-operated carbon monoxide or other detectors in your room/villa, check that they work if there is a safely accessible test button on them. Report immediately any that do not appear to work.

If you are staying in accommodation with gas installations, please remember when using them that the room should be ventilated. If you are not sure of adequate ventilation, then please leave a window or door slightly open.

Do not use gas rings or ovens for heating your accommodation. They are for cooking only. If you detect any faults with gas appliances, please switch them off immediately and report them to your representative, agent or caretaker.

Fire Safety

Check all escape routes and locate the nearest fire exit(s) or emergency call buttons to your accommodation. If there are any battery-operated smoke or other detectors in your room/villa, check that they work if there is a safely accessible test button on them. Report immediately any that do not appear to work.

If a fire occurs or the alarm sounds at any time, evacuate your accommodation immediately and follow any signs and/or instructions given by the accommodation to reach a place of safety outside of the accommodation building(s). Note emergency evacuation information, which is usually on the back of bedroom doors or in printed/on screen in room/villa information.

Swimming Pools and Beach Safety

Most hotels, villas and apartments abroad do not employ a lifeguard, and local beaches may not either. Follow any ‘Pool Rules’ signs and please adopt a sensible attitude around the pools and the beach. Make sure that children and non-swimmers are supervised at all times even if a lifeguard is present or if a pool feature is in your room or your room is close to and level with a nearby pool, the sea or other water.

In particular also note the following:

Take care when walking around pools, as pool surrounds are often slippery when wet and not everywhere has non-slip tiles.

Always check the pool design and layout before getting in. If possible check and look out for any broken pool tiles and if you see any, report them immediately.

Check your ownand any children’s height in relation to the pool depth and find out where the deep and shallow areas are, plus any slopes, so you can keep away from these if necessary.

Check for any "hidden" obstacles in the water (e.g., rocks and ledges).

Generally, never dive into a pool as more often than not, a ‘no diving’ policy will be in place – check the signs around the pool. If there is no such policy, never dive from the pool side into less than 1.5m of water, and for pools and the sea, never dive from bridges, rocks, piers, breakwaters or other decorative features.

Check to see if the pool has a lifeguard in attendance. If so, when?

Do not use the pool if you cannot see the bottom.

Swim before eating and drinking, not immediately after.

Don’t swim if you or anyone in your party has an upset stomach.

Check what to do in an emergency. If it is not stated, ask.

Do not swim at night (or when the pool is closed).

Check warning flags and signage on the beach. Only swim where it is permitted and beware of dangerous beach currents and underwater hazards. Never swim where a sign says not to e.g., in zoned areas for jet boats or jet skis. See local advice on the safest beaches and always try to swim parallel to the shore, within your depth.

Child Supervision

If you are a parent, guardian or otherwise of a young child or young children, please be vigilant and supervise children in your care at all times especially around swimming pools, beaches water parks, water slides and activities in or near water.

For the avoidance of doubt, should you sign a separate agreement, contract, waiver or anything similar whilst abroad, you should ensure you read and fully understand the document you have/are signing and, furthermore, we cannot be held responsible for anything you sign whilst on your holiday.

Lift/Elevator Safety

Watch your step – the lift may not perfectly stop level with the floor. Always stand clear of the doors – keep clothes and carry-ons away from the opening. Hold young children firmly and ensure children do not play or use the lifts without adult supervision.

Never try to stop a closing lift door, wait for the next empty lift. If the lift should ever stop between floors, do not panic. There is plenty of air in the lift. Never climb out of a stalled lift.

Use the ALARM or HELP button, the telephone or the intercom to call for assistance. Above all, wait for qualified help to arrive and never try to leave a lift that has not stopped normally.

Never use the lift if there is a fire or other emergency evacuation sounded or in progress.

Alcohol Safety

Some of us like to indulge, especially during our holidays, but there are times when alcohol is best avoided. Please do not drink before swimming in the pool or sea and try to avoid when sunbathing, as this will dehydrate you. Please never drink if hiring a car as drink driving laws exist in most counties.

Sport and Activity Safety

Please make sure that your insurance policy will cover you in the case of a sports/activity accident. Some activities are deemed more dangerous and are NOT covered or carry a higher premium. Ensure you read the policy and if unsure about anything, ask.

Sun Care Safety

Always use a sunscreen that protects against UVA and UVB (ultraviolet) and has a high SPF (sun protection factor).

Avoid the midday sun, but if you have to go out, cover up with loose clothing and wear a wide-brimmed hat.

Never expose babies under six months to direct sunlight.

Always protect small children thoroughly with a high SPF sunscreen and suitable clothing. Take extra care when children are in the water.

Protect your eyes from the sun with a good pair of sunglasses.

Remember you can still burn in the shade when it’s cloudy or when you are swimming. Wind and water intensify the sun's effect, so while you may feel cool, you could be burning.

Moped, Quad Bike and other Motorised or Dangerous Activities When Abroad

We do not recommend moped or Quad Bike hire or participating in other motorised or dangerous activities when you are away on holiday as they may result in very serious accident/s and sometimes fatality.

In addition, travel insurance policies will very often not cover motorised accidents leaving injured travellers having to pay very high medical bills. Hire contracts do not form part of your package or booking.

Despite our recommendation of not hiring a quad bike or any other form of motorised vehicle, If you are still planning to do so, please note the following:-

Stick to enjoying quad biking as part of an organised off-road excursion, always wear a helmet, appropriate clothing and footwear, make sure that you are provided with appropriate training to help you operate the vehicle safely, check that the vehicle is in good condition, do not ride it if you have any concerns, watch your speed and do not allow anyone to ride pillion. For the avoidance of doubt, should you sign a separate agreement, contract, waiver or anything similar whilst abroad, you should ensure you read and fully understand the document you have/are signing and, furthermore, we cannot be held responsible for anything you sign whilst on your holiday.

Drug Use

Please do not get involved with drugs. This is a serious offence and carries heavy penalties. Please respect local customs regulations and never carry anything through customs for anyone else, smuggling is a serious offence too.

Laws and Customs

Respect local laws and customs, and bear in mind local religious or other sensibilities. Take local advice regarding topless or nude bathing.

Departure Tax

All UK departure taxes and UK airport passenger facility charges (which vary by departure airport) are prepaid and added to the cost of your air ticket and will be quoted at the time of booking. Various countries impose their own departure tax which may not be included within the cost of your air ticket. Please check with us at the time of booking. Please ensure you have sufficient local funds available upon departure.

Hotel Extras

Parking charges at hotels may be applicable and are not included in the prices shown. Leisure facilities featured at hotels are not necessarily free of charge. The use of facilities such as health clubs, tennis courts, golf courses, horse-riding, motorised watersports and scuba diving are normally subject to a fee. Some facilities may also only be available seasonally. Please enquire at the time of booking.

Special offers

Special offers cannot be used in conjunction with any other offers or be combined with other special offers. Special offers are subject to availability and terms and conditions will apply. Offers can be revoked at any time.

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