FAIR TRADING AGREEMENT
We are Exotic Retreats (Travel) Ltd. Our registered office is at Kalami House, 113
London Road, Twickenham, Middlesex, TW1 1EE and our company number is 4475503. The
air holidays and flights in this /website are ATOL protected, since we hold an Air
Travel Organiser's Licence granted by the Civil Aviation Authority. Our ATOL number
is 6141. In the unlikely event of our insolvency, the CAA will ensure that you are
not stranded abroad and will arrange to refund you any money you have paid to us
for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.
The conditions listed in this Fair Trading Agreement apply to any booking that you
make with us, so you should read them carefully. They contain some exclusions and
limitations of liability. If any part of this agreement is found to be invalid or
unenforceable, then the remainder of these conditions will not be affected and will
remain valid and enforceable. If there is anything you do not understand or want
to know, please contact us before booking.
Index
1. BEFORE YOU BOOK
2. BOOKING YOUR HOLIDAY
3. YOUR SECURITY
4. IF YOU WANT TO CHANGE YOUR BOOKING
5. IF WE CHANGE OR CANCELL YOUR RESERVATION
6. BEFORE YOU TRAVEL
7. FLIGHTS
8. ON HOLIDAY
9. GENERAL CONDITION
1. BEFORE YOU BOOK
Please read the following information carefully.
Accommodation Descriptions - In describing accommodation we have tried to
be as factual as possible. We have added our own ‘grading’ for your
guidance. When shown as being simple or basic expect only the barest necessities,
i.e., bed, en-suite bath or shower, and w.c. Fixtures and furnishings may be limited
and decoration often unimaginative, however these rooms usually represent very good
value.The use of the word superior or deluxe to describe rooms must be read in the
context of the individual hotel description and the price charged. It means that
these rooms are a little better than standard rooms. They may be air-conditioned,
have better amenities, and be slightly larger or better positioned. Pictures of
bedrooms may not accurately represent the room allocated. Unless specifically shown
as being ‘FREE’ a charge may be made for some of the facilities or services
described.
Accommodation Only - We are happy to book just your accommodation subject
to availability. Even if you have made your own flight arrangements, please remember
that we can also book your resort transfers for you and that other holiday enhancements
are available such as pre-bookable in-resort sightseeing.
Airport Taxes -• These are payable at the local airport and must be
paid in cash prior to departure from your holiday destination (some countries will
only accept hard currency e.g. US dollars or pounds sterling, not local currency).
• In some instances taxes are pre-collected and have been incorporated in the prices
as displayed.
• On tours or multi-centre holidays, more than one tax may be payable.
• Conditions regarding payment of taxes sometimes apply and taxes may be less for
local flights.
• Sometimes a departure tax which was payable locally becomes payable in the UK.
Payment of this tax is mandatory.
• Please note that Airport taxes, security charges and rules are subject to change
without prior notification.
Website Accuracy - We take every precaution to ensure that the descriptions
of each property and facility are as accurate as possible at the time of publication.
However, circumstances can change after publication. For example, all the facilities
in a resort might not be fully functional in early or late season. Sometimes a hotel
may change its meal system from waiter service to buffet service, or back again.
We reserve the right to make changes after publication of information. A pool may
be closed for maintenance, or air conditioning may only be available at certain
times of the day and/or year. Public holidays and religious festivals may also affect
the availability of resort and hotel facilities. The tourist office for your chosen
destination can provide details of such events, and other information. We will tell
you of any changes that we know about when you book your holiday. You can check
our Website reservations system for any changes in conditions. If you have already
booked, we will tell you of any change in circumstances which would affect your
holiday as soon as we can before you leave. We cannot accept liability for information,
however obtained, from outside sources such as suppliers and independent third party
websites.
Children -• Child costs or reductions of the adult price are shown
in each price panel and apply to children under 12 years of age on the date of their
return travel to the UK when sharing a room with two adults.
• Where there is a choice of airline to any destination, the reductions and prices
shown may vary. Please enquire at time of booking.
• In some hotels children must share existing beds, in others foldaway beds will
be provided. Please enquire at time of booking.
• Apartment costs should be calculated on the number of adults in the party, adding
child costs as detailed plus any flight supplements if applicable.
• For children occupying their own room or where no reduction is shown please enquire
for details.
• Reductions may not be applicable on meal supplements.
• As tours involve a significant amount of travelling these are not recommended
for children aged under 12 years and restrictions may apply.
• Infants who reach the age of 2 years while on holiday must be considered as being
a child. Infants under 2 years pay £125 when flying charter and 10% of the scheduled
airfare but are not provided with an aircraft seat or baggage allowance. They do not get a seat
they do not get baggage allowance no food
• Any charges for cots, meals and local taxes (e.g. in the Maldives) are charged
for and are payable in the UK.
Extra Occupancy - Unless otherwise stated three bedded rooms will be twin or double
bedded with an extra bed usually of the ‘fold-down or rollaway’ type.
The saving in cost does come at a price as rooms will be somewhat cramped and will only be able to accommodate a maximum of 3 guests,
including infants.
FREE Night Offers • This valuable offer is displayed in the ‘Special
Offer’ features throughout this website. Unless otherwise specified the entire
duration of stay (nights) in resort must be wholly completed within the dates shown
to qualify.
• In some instances, particularly in the Caribbean, you will note that there is
a charge for compulsory meals payable locally direct to the hotel. This is your
responsibility.
• When no meals are included in the offer you can pre-purchase meals at the appropriate
supplement, if displayed.
Wedding & Renewal of Vows Packages
Please note that in certain instances Wedding & Renewal of Vows packages may be
subject to varying Booking Conditions. Depending on the package chosen, it may be
possible that additional legal or government fees will apply or that specific rules
will stipulate that the chosen package be based on a particular board basis, room
type, date range or party size. Please confirm this at the time of booking.
Honeymoon and Wedding Anniversaries
Remember to tell us at the time of booking, regardless of featured offers. A copy
of your wedding certificate may need to be presented upon check-in at resort to
qualify for featured offers, so please be sure to take one with you when you go
to avoid disappointment. Wedding anniversary offers generally apply to those celebrating
silver (25th), pearl (30th), ruby (40th), gold (50th) and diamond (60th) only.
Hotel Gradings - Featured hotels, tours and cruise boats have been selected
as representing the best value or location in their class. In the absence of an
internationally recognized system of hotel grading we have categorised our hotels
on quality and facilities for your guidance. This is based on customer feedback,
our knowledge and years of experience. Standards can vary from country to country
and city hotels offer a higher standard to cater for business as opposed to more
informal, relaxed beach resorts, even though they have been appointed the same grade.
On tours and remote locations there may be no other choice except basic or standard.
As you would expect these gradings can and do change subject to performance.
Meals - If you book half board, this is defined as breakfast and dinner.
Meals are as specified in individual hotel descriptions and must usually be pre-booked.
If included, they are generally based on a set menu, buffet, or meal voucher system
unless specified to the contrary. Such meals are usually available in the main restaurant
and not speciality restaurants. Holidays that include main meals generally commence
with dinner (on half board) on the day of arrival at your hotel and terminate with
breakfast (on half board) or lunch (on full board) on the day of your departure.
It is not usual for hotels to allow you to substitute lunch for dinner when booking
half board. Depending on the flight timings to your resort or tour, those who have
booked meals may lose one due to the time of arrival at, or check-out from, their
hotel. In these cases, we have calculated the basic holiday price to allow for this.
If you have any special dietary requirements please tell us about them at the time
of booking so that we can check the availability of meals at your chosen destination,
especially on tours, safaris etc. To celebrate festive occasions many hotels host
gala events, usually a dinner (sometimes lunch) during the Christmas/New Year period.
Some are simple affairs, others more elaborate feasts with entertainment depending
on the style and character of the resort. Where included you will find details displayed
in the price panel. The charges levied may not reflect actual cost, especially during
festive seasons. Tables for two may not be available especially in some of the Maldives
resorts and on ships. Some hotels may advertise a free continental breakfast which
they are at liberty to withdraw at any time. A few hotels in our program require
customers to take compulsory half-board over the Christmas and New Year period.
These hotels are indicated at the time of booking.
All Inclusive - The ‘all-inclusive’ package commences at the
time of room check-in and ceases at the time of room checkout on the day of your
scheduled departure. A supplementary charge, payable locally, will be made in the
event of any afternoon or evening airport transfer to cover the provision of meals,
drinks and resort facilities after room checkout. Identification wristbands, or
similar, may need to be worn.
Some local restrictions may apply e.g. excluding bottled water, room service, etc.
For more detailed information details please see the individual hotel descriptions
or ask before booking.
Self-catering - We do not claim to be self-catering specialists, however,
we do feature a select number of properties which offer self-catering facilities.
Unless stated otherwise, kitchens may not be fully equipped.
Minimum Age - Unaccompanied passengers under the age of 18yrs need a letter
of consent from a parent or legal guardian. The minimum age of unaccompanied travel
is 16yrs on the day of departure.
Nights in Hotel - The ‘Number of Nights’ stated on every publication
of prices refers to the number of nights’ accommodation reserved for you in
a hotel, apartment or on a cruise boat during your holiday from the day of check-in
to the day of check-out. Some flights from the UK are overnight flights arriving
early the next morning and do not count as one of your accommodation nights. Your
room will be made available as soon as possible.
Prices - The holiday price as quoted verbally at the time of booking will
be provisional until written confirmation of the up-to-date price has been issued
and a deposit taken. This price is subject to surcharges as detailed below. Prices
shown on this website, which make up the inclusive cost quoted on our final invoice,
are based on special contract rates. Exotic Retreats has no control or jurisdiction
over prices that may be charged at the destination for the same or similar services
and can accept no responsibility or liability if these differ from those quoted
therein. All prices indicated are for guidance only. The holiday price that we confirm
to you in writing at the time of booking is the price, including increases or reductions,
that you will pay. The price of your travel arrangements is subject to surcharges
for increases in: (i) transportation costs (e.g. fuel, scheduled airfare and any
other airline surcharges which Exotic Retreats is obliged to pay or collect), (ii)
dues, taxes or fees chargeable for services (e.g. landing taxes and embarkation/disembarkation
park fees in Kenya); and (iii) the exchange rates applied to the particular package.
Any benefits derived from decreases in these costs will be passed on to you. In
the case of any small variation, an amount equivalent to 2% of the price of your
travel arrangements, which excludes insurance premiums and any amendment charges,
will be absorbed or retained. For larger variations this 2% will still be absorbed
for increases but not retained from refunds. No price increases will be made within
30 days of departure. If you have to pay an increase of more than 10% of the price
of your travel arrangements, you may cancel your travel arrangements and receive
a full refund of all monies paid, except for any amendment charges. Should you decide
to cancel for this reason, you must exercise your right to do so within 14 days
from the issue date printed on your final invoice. Whether you cancel or not you
will also be entitled, on the terms set out in respect of major changes in section
5, to accept an offer of alternative travel arrangements from us subject to availability
and compensation if appropriate. Travel arrangements are not always purchased in
local currency and some apparent changes have no impact on the price of your travel
due to contractual and other protection in place. The UK government, with effect
from 1st November 2009, have replaced Air Passenger Duty, which is payable by all
passengers on flights departing from UK airports with a new Emissions Tax, known
as Aviation Duty. In the event that our costs increase as a result of any change
to this tax, we reserve the right to adjust the prices to reflect those changes
in costs.
Website Flight Prices - Our website may offer the same flight seat at different
prices. Flight prices shown are Economy unless otherwise stated.
Single Rooms or Cabins - All prices are based on occupancy of a twin or double-bedded
room or cabin by two people unless otherwise specified. In some but not all cases,
single rooms are standard twin or double-bedded rooms offered for sole occupancy.
However, a single room may not necessarily be of the same standard or same location
as the twin or double-bedded rooms, but a single room supplement is still payable.
Onboard ship single cabins are generally purpose built for sole occupancy. Single
holidays are available wherever a single supplement is given in the hotel or tour
description. Do look out for hotels that waive any supplementary charge, usually
seasonal (supplement displayed as £NIL). On tours, single rooms cannot always
be guaranteed, but on your return we will refund any supplements paid for nights
when a single room was booked but not provided. Why are single travellers asked
to pay more for their room If a single person occupies a double room they
will usually be asked to pay extra (a single supplement). Hotels price their rooms
as doubles or family rooms and they do not reduce the rates if they are occupied
by a single person. The costs to the hotel of providing the room - heating, lighting,
cleaning etc. are the same regardless of how many people occupy that room. This
also applies to self-catering units where, for example, three people may choose
to occupy accommodation priced for four. Why are single rooms sometimes smaller
than doubles or family rooms Hotel design may mean that single rooms are
smaller and sometimes less well appointed. While there is normally a supplement
for these rooms, the overall cost will usually be less than when a single person
occupies a double room. We do not make additional or excessive profits from these
supplements. The prices we charge reflect the costs of under occupancy of the rooms
contracted to us by the hotel.
Special Needs - We appreciate that clients with special needs have specific
requirements that must be met to ensure a successful holiday. Please ask for our
Special Needs form before making your booking in order that we can assess your personal
requirements. However, this may not be available for late bookings. We will do our
best to find a holiday to suit you, however, we may be unable to meet your particular
needs.
Special Requests - If you have any special requests (such as vegetarian meals,
airline seats, specific floors in a hotel etc.) you must advise us of these at the
time of booking. We shall do our best to meet your requirements but we cannot guarantee
that they will be provided. Any failure to meet special requests will not be a breach
of contract on our part. We regret we cannot accept any booking, which is conditional
upon the fulfilment of a particular request.
Travel Advice - Before you travel - We work with the Foreign and Commonwealth
Office to help British travellers stay safe overseas. Check the FCO website at www.fco.gov.uk/travel
for advice and the latest information about specific countries. Further information
is available from:
• Foreign and Commonwealth Office Travel Advice Unit (0845 850 2829);
• ABTA information service (0901 201 5050 - calls charged at 50p/minute)
Weddings - Whilst we will discuss detailed arrangements with you personally,
it may be worth noting that arrangements should generally be made at least three
months ahead of travel. Local law may dictate that you are resident a minimum of
seven nights in your chosen destination before getting married and you may have
to complete certain formalities locally before the wedding. Please contact the relevant
Embassy or High commission for the up to date requirements. There is a £95
non-refundable deposit payable at the time of booking for all wedding packages,
in addition to the standard deposit (see ‘Booking Your Holiday’). If
the cost of the wedding is less than £95 then the full amount of the wedding
package will be payable at the time of booking along with the standard deposit.
What Your Holiday Price Includes
• Return flights in economy class between the UK departure airport shown and your
destination (When purchasing a holiday package)
• on tours and multi-centre holidays, economy class local flights where indicated.
(When purchasing a holiday package)
• Accommodation and meals - as detailed in the hotel description and/or tour itinerary
• Transfers to and from the hotel/airport overseas.
• Some overseas airport taxes where specified (When purchasing a holiday package)
• Free or discounted UK flight connections – where specified (When purchasing
a holiday package)
• Free baggage allowance – according to your airline (When purchasing a holiday
package)
• Our local guides and representatives
• 24-hour UK Duty Office
• Excursions as highlighted in touring itineraries
• UK Air Passenger Duty, aviation insurance & security levy, and scheduled airline
failure (When purchasing a holiday package)insurance
What is Not Included
• Return travel from your home to your UK airport
• Fuel supplements - advised after booking.
• Personal spending, for example, tipping, porters, laundry, drinks and telephone
calls
• Holiday insurance that you must have.
• Overseas airport/departure taxes – unless otherwise stated
• Cost of securing visas and vaccinations where necessary.
• Parking charges at many hotels
• Additional charges, for example, cots, meals and local taxes
Important note – all offers are subject to qualifying conditions as individually
described.
If you have any questions that are not covered here, please call our team of experts
who will be happy to help.
Advance Registrations - We may be able to advance register your holiday request
before the release of airline schedules and accommodation rates. Requests that are
made more than 11 months in advance are subject to flight availability and prices
at time of confirmation when the airline / hotels releases their schedule and prices,
when we will contact you. A revised invoice will be issued once flights have been
confirmed. (Please see our pricing policy “Prices”)
2. BOOKING YOUR HOLIDAY
How to book your holiday - Visit our website
www.exotciretreats.co.uk or Email us at
res@exoticretreats.co.uk or Call us direct on tel: 08700331919 (from
overseas +44 (0) 20 32610088); Fax: 08700331910 (from overseas +44 (0) 20 8892 1113)
Payment for your holiday - A deposit of £150 per person (30% of the
Villa rental for Villa holidays) plus the applicable insurance premium (or evidence
that Insurance giving at least equal cover has been taken elsewhere) must be paid
for each person including each child on making your booking. Some airfares are booked
at especially competitive rates to which the airlines may attach severe restrictions.
You may be asked to pay for these in full at the time of booking and they may be
non-refundable in the event of a cancellation. Details will be given at the time
of booking. No contract with us will exist until we have received these amounts
and we have issued our confirmation invoice confirming your booking except in the
case of bookings made within 10 weeks of departure when our Late Booking procedures
apply. Should you later cancel, cancellation charges will become payable in accordance
with “Late Bookings” below. We reserve the right to refuse or continue
with a booking without giving any reason.
The balance or for late bookings the total cost must be paid at least 10 weeks before
departure. Where travel is within 10 weeks of the booking date you will need to
pay the full cost of the holiday at the time of booking, by debit or credit card.
Cheques require 5 working days to clear. Cheques that will not clear at least 10
weeks before departure cannot be accepted. Once payment has been made and cleared
we will forward the lead name on your booking, a confirmation invoice detailing
your holiday and showing the total cost and balance due, (excluding any credit card
charge), within approximately 14 days. You should check all the details shown on
this invoice very carefully, especially the spelling of your name which must be
the same as your passport. You must inform us as quickly as possible if any of the
details on the invoice are incorrect. The balance due date will also be shown on
your invoice. Please note that the balance of the holiday must be paid no later
than 10 weeks before departure. Failure to do this may result in your holiday being
cancelled and charges made accordingly.
Late Bookings - Late bookings are those made within 10 weeks of departure.
Once details have been confirmed to you over the telephone a verbal contract shall
be deemed to exist between you and Exotic Retreats and all Fair Trade Agreements,
including cancellation charges will apply. Full payment will be due immediately.
Bookings made within 15 days of travel (i.e. 14 days or less) incur a £15 per
adult/child administration charge and tickets will not be sent out by post but will
more than likely have to be collected at the airport on the day of departure. It
is essential that you ascertain whether or not you can obtain relevant visas and
inoculations before making your booking.
Contacting Us After You’ve Booked- If you book directly with us, all documentation
will be sent to the address given to us by the lead name on the booking at the time
the reservation was made.
To pay your final balance, amend your booking or discuss any other aspect of your
holiday call our Customer Services team on 08700331919 or e-mail
help@exoticretreats.co.uk
Booking - Any person making a booking with us is deemed to have the agreement
of all the persons named, to be bound by our terms & conditions.
Data Protection Policy - To ensure that your holiday runs smoothly, we need
to use information such as your name and address, special needs, dietary requirements,
etc. We will apply appropriate security measures to protect this data, however,
we must pass it to suppliers of your travel arrangements, including airlines, insurers,
hotels and transport companies. We may also supply it to security or credit checking
companies and to public authorities such as customs and immigration. If your holiday
is outside the European Economic Area (EEA), controls on data protection in your
destination may not be as strict as in the UK. We will only pass data, including
sensitive information regarding disabilities or dietary and religious requirements,
to people responsible for your travel arrangements. If we cannot pass this information
to the relevant suppliers, in the EEA or elsewhere, we cannot provide your booking.
When you make this booking, you consent to this information being passed to the
relevant people. We can supply a copy of your information held by us; there is a
small charge for providing this. Please note that we may wish to contact you in
the future with details of other products and services from Exotic Retreats. If
you prefer not to receive such information please tell us at the time of booking.
Note: Due to our commitment to staff training we sometimes record telephone calls.
Credit Card Charge - All payment made directly to Exotic Retreats Ltd by
credit card are subject to a 2.5 % fee added to the booking
Holiday Insurance - DO NOT TRAVEL WITHOUT IT. It is a fundamental condition
of booking that under the terms of this contract you are required to have suitable
travel insurance. This should ideally cover the following: cancellation and curtailment
cover up to the cost of the holiday for each member of the party, medical cover
with emergency repatriation, loss of luggage, travel delay plus loss of personal
items and cash. Under recent legislation, only authorised agents may sell insurance
of any kind. We are an Introducer Appointed Representative of Citybond Suretravel,
which is authorised and regulated by the Financial Services Authority, for the sale
of travel insurance. We have negotiated a special 10% discount on Single Trip and
Annual Multi Trip policies for our customers booking online. For a quotation please
visit
http://www.citybond.co.uk/introprocesspage.jspintid=1101&intcode=EX09
to receive your discount. Alternatively, please call Freephone 0800 093 4647 and
quote
EX09 to receive a 5% discount.
If you intend to dive, balloon, bungee jump, go jet boating or take part in any
other dangerous pastime; make sure that you are insured with comparable or greater
cover than that give by the policy offered here. This must include the costs of
medical treatment and repatriation in the event of serious accident or illness.
You must advise us of the details of your policy including the name of the insurer
and your policy number as soon as possible. Clients in breach of this condition
will be deemed to have indemnified the company for any consequential loss incurred
by the company on their behalf and these costs will be redeemable from them.
Tailor-made - All our featured destinations offer you the option to be flexible
with your holiday. There are scheduled flying options to most destinations, many
of which operate a regular daily or weekly service. You can therefore select the
day of travel and the length of your holiday. Flights are available from Heathrow,
Gatwick and Manchester to most destinations. Hotels not in our site – please
note that we charge a £10 supplement for any booking where we have to request
and confirm a hotel we do not feature in our site. This will be added to the price
when we confirm your booking and is non-refundable. Please see Safety Matters under
section 6 - Before you Travel.
Tickets and Departure Information - After we have received your full payment
and approximately 14 days prior to your departure, you will be sent your tickets
and all other documentation.
The correct timings, using the 24-hour clock, may have been adjusted since we issued
your confirmation invoice. You must therefore check the flight timings on your tickets
carefully. You must also ensure that all names are spelt correctly and as they appear
on your passport, as this affects the validity of your tickets.
Please also read your itinerary thoroughly and inform us immediately of any inconsistencies.
Your Holiday Contract - Our contract with you is made when you ask for your
holiday booking to be confirmed. All bookings are made on the basis of these Booking
Conditions. The contract between us is based on these conditions, relevant information
and the details on the confirmation invoice. It is subject to the law that applies
wherever you live in the United Kingdom. Under no circumstances do any of our agents
or staff have the authority, expressly or implied, to alter or vary these conditions
unless authorised to do so in writing by Exotic Retreats.
3. YOUR SECURITY
Consumer Protection - The air holidays and flights in this /website are ATOL
protected, since we hold an Air Travel Organiser’s Licence granted by the
Civil Aviation Authority. Our ATOL number is 6141. In the unlikely event of our
insolvency, the CAA will ensure that you are not stranded abroad and will arrange
to refund any money you have paid to us for an advance booking. For further information,
visit the ATOL website at www.atol.org.uk
Complaints Procedure - If you have a complaint you must tell your, local
agent, the accommodation management or the airline staff immediately. If we cannot
resolve the problem at the resort or during your flight, you must write within 35
days of your return from holiday to our Customer Relations Department at 113 London
Road, Twickenham, Middles-ex, TW1 1EE or email us at
info@exoticretreats.co.uk
If you do not tell us about your complaint, our ability to investigate it could
be seriously hampered, and we will not deal with it unless there is a valid reason
why you didn’t inform us. You can, of course, pursue your claim elsewhere.
Disputes about your holiday that we cannot settle can be referred to arbitration
under a special scheme administered by the Chartered Institute of Arbitrators. The
scheme provides a simple and cheap method of arbitration based on documents alone.
It does not apply to claims over £5,000 per person or £25,000 per booking
form. A limit of £1,000 per person applies to any part of a claim for personal
injury or illness. You must apply for arbitration within nine months of your return
from holiday, but in special circumstances it may be offered outside this period.
Information regarding complaints may be shared with other tour operators.
Limitation On Our Liability - Our liability to you for any loss or damage,
which you may suffer, is limited to twice the price of your holiday. This excludes
personal injury resulting from the non-performance or improper performance of the
services involved in the holiday, and is subject to the limitation of liability
described below. Health and safety standards applicable to the services provided
by us under this contract should meet the local standards applicable to your holiday
destination. However you should be aware that these vary widely across the program
and may well not match those standards we enjoy in the UK. Any compensation payable
by Exotic Retreats shall be limited in accordance with the lowest limit allowed
under applicable International Conventions (Warsaw Convention 1929 as amended, Montreal
Convention 1999 as amended, E.C. Regulation No. 2027 - 1997) E.C. Regulation No.
889 – 2002; EC reg. 261/2004 and E.C. Regulation No. 2111 – 2005 (airlines
used and their safety records), EC Reg. 7011/2006. Athens Convention in respect
of traveling by sea, Berne Convention in respect of travel by rail and Paris Convention
in respect of accommodation, governing the services, or the amount you can recover
from them under the laws of the UK or the country in which they operate. Transport
operators have their own conditions of carriage, which form part of your contract
with us. These conditions, and the provisions of the International Conventions,
generally limit the liability of transport operators. See Section 7 - Flight Details.
Our Responsibility For Your Holiday - We only accept responsibility for the
proper performance of our obligations under this contract. We will perform such
obligations with reasonable skill and care. We are not responsible for any failure
that is:
• Attributable to you or a member of your party;
• Attributable to a third party unconnected with the provision of the services to
you, and is unforeseeable or unavoidable;
• Attributable to our employees, agents, subcontractors and suppliers and their
staff whilst acting outside the scope of their employment.
• Due to Force Majeure.
• Due to information, however obtained, from outside sources such as independent
third party websites
• Consequential loss not directly linked to the performance of the contract.
Responsibility in respect of air and cruise carriers are at all times subject to
their Conditions of Carriage. These must comply with the Warsaw Convention 1929
(as amended) and the
Montreal Convention 1999 for flights and the Athens Convention 1974 for cruises.
Copies of the conventions supplied on request..
Personal Injury (unconnected with arrangements made by us) – Although
we cannot accept responsibility for clients who by misadventure suffer illness,
personal injury or death during the period of their holiday arising out of an activity
which does not form part of the foreign inclusive holiday or excursions booked through
the company, general assistance will be afforded to clients to a maximum of £5,000
per booking. Furthermore, in the event either of there being a successful claim
for costs against a third party or there being suitable insurance policy/ies in
force, costs actually incurred by the tour operator shall be recoverable from the
clients.
4. IF YOU WANT TO CHANGE YOUR BOOKING
If You Change Your Reservation - If you want to change any details of your
booking (e.g. transfer to a different Exotic Reteats holiday, departure date, airline,
airport, change the number of people booked to travel, change or cancel an excursion
or pre-departure special offer etc), we will do our best to help. If you or any
member of your party are unable to proceed with the holiday, you can transfer the
booking to a substitute person, providing they are suitable; satisfy all the conditions
applicable to the original booking and are acceptable to Exotic Retreats. Both the
person taking and the person leaving the booking will be responsible for paying
any additional costs arising from the transfer. We charge a minimum Amendment Fee
of £45 per booking plus any nonrefundable costs arising from the contract terms
of our suppliers. However, if you change your booking within 56 days of departure,
the cancellation charges will apply as shown below in addition to the above Amendment
Fee. In the case of name changes, the applicable costs and/or cancellation charges
will apply as appropriate.
IMPORTANT NOTE: Name changes and/or departure changes are not always permitted by
airlines and most treat name changes as cancellations and charge accordingly. These
charges will be passed on to you in addition to any other Amendment Fees. Once airline
tickets have been issued any changes made to the ticket(s) may result in you having
to pay for the cancelled ticket(s) and purchase a new ticket(s) at full cost. When
the price is dependent on the number of people booked into the accommodation and
it then varies because you wish to change that number of people, the price will
be recosted based on the new party size as shown in the price panel. Any increase
in price per person payable as a result of a part cancellation is not a Cancellation
Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled.
A new confirmation invoice will be issued as appropriate, on which the Cancellation
Charges will be shown.
If You Cancel Your Holiday - You or any member of your party may cancel your
booking, or part of it, once it has been confirmed, but the instructions will only
be valid if put in writing and signed by the person who made the booking i.e. the
lead name on the booking. These written instructions should go
directly to Exotic Retreats. To compensate us for the expense of processing your
booking and for the risk that we may not be able to resell the holiday, we charge
a cancellation fee on the scale shown below. The amount payable (by whoever confirmed
the booking) depends on when we receive your written instructions - the more notice
you give, the less we will charge. If you have to cancel for reasons covered by
your insurance policy you should be able to recover your cancellation charges:
| Time before departure when cancellation is received by us |
Cancellation
Charge (% of total holiday costexcluding any insurance premiums and any amendment fees already paid to us) |
| 56 days or more |
Loss of deposit |
| 55 - 29 days |
50% or deposit if greater |
| 28 - 22 days |
70% or deposit if greater |
| 21 - 15 days |
80% or deposit if greater |
| 14 - 4 days |
90% or deposit if greater |
| 3 days or less |
100% |
In certain cases the carrier or hotelier may apply a higher cancellation charge.
Please enquire at the time of cancellation.
Important Note: If you cancel a scheduled flight reservation, 100% cancellation
charge will apply if air tickets have been issued and not returned to us. (If air
tickets have been returned to us, charges as detailed in the table above will apply).
In certain cases airlines/hoteliers may levy higher charges than those shown above.
We reserve the right to pass these on. You will be advised of this at the time of
cancellation.
5. IF WE CHANGE OR CANCELL YOUR RESERVATION
Changes By Us
There may be a change to flight timings or a hotel may close; a day-to-day tour,
cruise or safari itinerary may change because of local circumstances altering the
length of time spent in a town or lodge or even omitting a town or lodge due to
local conditions. Cruise ships/boats may be changed without notice to ones with
similar standards of facilities.
If We Change Or Cancel Your Holiday
It is unlikely that we will have to make any changes to your holiday, but we do
plan the arrangements many months in advance. Sometimes we may have to cancel your
holiday or make changes, which we reserve the right to do at any time. Most of these
changes are very minor, but where they are significant/major, we will inform you
when you book, or, if you have already booked, as soon as is reasonably possible
if there is time before your departure. A major change is one that we make to your
holiday arrangements before departure, including, but not exclusive to, changing
your UK departure airport(s) (please note a change between the London airports of
Gatwick, Heathrow, Stansted, London City and Luton is not classified as a 'major
change'), resort area, scheduled time of departure or return by more than twelve
hours, (except as detailed below. see important note*) offering accommodation of
an officially lower category, or significantly increasing the price of your holiday.
Any change in the airline or the type of aircraft from that stated in the website
or on your ticket does not count as a Major Change. You then have the choice of
either:
A.accepting our offer of a replacement holiday of a lower category (if available).
If the holiday is cheaper then we will refund the difference in cost to you,
B. accepting our offer of a replacement holiday of equivalent or higher quality
(if available) or,
C. cancelling your holiday.
If you choose A or B, the least compensation we will pay you is shown on the scale
below. If you choose C, we will refund you all monies you have paid us plus at least
the compensation shown on the scale below. Please note that it is advisable to leave
booking domestic travel arrangements, hotel accommodation, car parking etc until
final travel documents are received.
| Period before scheduled departure within which a major change is notified to you: |
Compensation per person: |
| More than 70 days |
Nil |
| 69-29 days |
£10 |
| 28-22 days |
£20 |
| 21-8 days |
£30 |
| 0-7 days |
£40 |
NB Children 2-11 years of age in respect of whom reduced rates have been charged,
will
receive compensation on a pro-rata basis of the adult rate. Children travelling
on free child places are not entitled to any compensation. No compensation will
be paid to infants.
IMPORTANT NOTE: Compensation payments do not apply to changes or cancellations
caused by resort developments by third parties, changes or cancellations to schedules
by airlines, the number of persons who have booked is less than that required for
the package, or any "Force
Majeure". "Force Majeure" means unusual and unforeseeable circumstances beyond our
control, the consequences of which could not have been avoided even if all due care
had been exercised. Such circumstances or events include (but are not limited to)
war or threat of war, riot, civil strife, industrial dispute, unavoidable technical
problems with transport, closure or congestion of airports or ports, terrorist activity,
natural and nuclear disaster, fire, adverse weather conditions and health risks.
6. BEFORE YOU TRAVEL
Passports & Visas - All citizens of the United Kingdom and the Republic of
Ireland require a ten-year passport (valid for 6 months after completion of any
journey). Infants must also have their own passport with photograph. If you are
16 or over and haven't yet got a passport, our recommendation is that you should
apply for one at least 6 weeks before your holiday. The UK Passport Service has
to confirm your identity before issuing your first passport and from October 2006
will ask you to attend an interview in order to do this. Visas may be required (please
check with your reservations consultant at the time of booking for updated information),
however, it is your responsibility to check the latest requirements with the appropriate
authority before traveling. Nationals of other countries should check entry requirements
with the relevant Embassy or High Commission. Visas will be required for entry into
some countries. Please visit the relevant embassy or consulate website to obtain
up-to-date information. Clients staying more than 30 days in one country may require
a visa not mentioned in our website. Please check with the relevant embassy. On
some tours, multiple entry visas may be required. Notice regarding the use of personal
details of passengers travelling to the Caribbean Antigua, The Bahamas, Barbados,
Jamaica, Saint Lucia, Tobago, Turks and Caicos Islands. Please note that some or
all of the above Caricom states will enter into an agreement with the USA whereby
advance passenger data, required by and provided to Caricom states for border security
purposes, will be passed to the USA Department for Homeland Security for processing
on behalf of those Caricom states The UK Information Commissioner’s Office
has accepted that this will not breach the Data Protection Act but that we are required
to bring this to your attention.
Advance Passenger Information (APIS) - Passenger information is required
in advance by a number of countries and airlines. It is your responsibility to provide
this information to us or the airline as instructed. Failure to do so may result
in you clients being denied boarding or refused entry to your destination. You will
be liable for any additional costs incurred.
Emergency Contact Details (ECD) - ECD may be required by us or the airline.
It is your responsibility to provide this information if required. Your APIS and
ECD data will be handled as described in our Data Protection Policy.
Machine Readable Passports - An increasing number of countries require Machine
Readable Passports. Please check with the relevant embassy or consulate for up-to-date
information.
Responsible Travel Tips
Health matters
• For some countries a valid certificate of vaccination against certain diseases
may be recommended or required by Immigration authorities. Requirements can often
change and it is your responsibility to confirm health requirements for yourself.
When travelling to more than one country additional vaccinations may be required.
• Remember to find out the inoculations needed well in advance of travel because
some shots can take up to two weeks, possibly longer, to give full immunization.
Consult your GP.
• Each traveller is responsible for ensuring that their own travel documents are
in order for the countries to be visited and no liability can be accepted by Exotic
Retreats for delays or additional expenses caused where passports/visas/health documents
are not in order. This is especially important for late bookings.
• In addition preventatives such as malaria tablets are strongly recommended when
visiting Mexico, Central and South America; Africa; the Indian sub-Continent; Maldives,
Sri Lanka, Egypt, China, Thailand and Malaysia. Hepatitis A, Tetanus and Meningitis
inoculations may also be required.
• It is your responsibility to ensure that you are fit to travel. If you are prone
to any illness please ensure that you carry enough medication in your hand luggage,
as some medicines may be unavailable locally.
• Stomach upsets are a fairly common occurrence caused by changes in climate and
drinking of ice cold drinks.
• We recommend you obtain a copy of the leaflet T5 published by the Department of
Health which is available from most Post Offices.
• Pregnancy note - airline regulations do vary, but many airlines will refuse permission
to fly women who will be 28 or more weeks into pregnancy on the date of return travel,
unless you have a letter from your doctor when you may fly up to 36 weeks into pregnancy.
If in
doubt, check with the airline concerned, and in any event, obtain clearance to fly
from your doctor.
• Deep Vein Thrombosis (DVT) - sometimes referred to as Economy Class syndrome,
is a condition which has the potential to affect all travellers regardless of mode
of transport and class of travel. Recent surgery, previous occurrence of DVT and
a family history of DVT are among the factors that may increase your susceptibility
to the condition. If you are concerned about travelling then you are advised to
contact your GP before you depart. Here are a few suggestions which may help to
make your journey more comfortable:
• Drink plenty of water and limit your caffeine and alcohol consumption
• Avoid smoking before and during travel
• Read any in-flight exercise tips featured in the airlines on board magazine.
• Wear loose fitting and comfortable clothing
• Try to walk around the cabin at regular intervals.
• Avoid crossing your legs
• Remember to pack any prescription medicine in your hand baggage and take it in
accordance with your doctor’s instructions. (Liquid or cream medicines carried
in hand luggage must be less than 100mls. Over that they should be in hold luggage)
Further information on travel-related DVT is available on Department of Health website
at www.dh.gov.uk/dvt.
Responsible Travelling - Tourism can sometimes damage the environment and
culture of holiday destinations. If you would like to make a positive difference
- and get the most enjoyment from your holiday - here are some suggestions:
Respect local people
• Be sensitive to local customs and traditions
• Dress inoffensively, especially in holy places
• Ask permission before you take photographs of people or their homes
• Respect private property and keep to marked paths
• Try learning a few words of the local language
Interact with the local economy
• Sample local markets and restaurants, and use public transport
• Do not buy products made from endangered species
• Ask your resort representative’s advice about local tipping customs
Take care of the environment
• Save water and energy – simple things like taking a shower rather than a
bath, re-using towels, and turning off the air-conditioning and lights when you
leave your rooms can make an enormous difference
• Dispose of litter carefully, and don’t remove coral, wildflowers or other
wildlife
• Offset the environmental impact of your holiday flight - visit www.climatecare.org
for more information.
Safety Matters - Part of the fun of any holiday is experiencing a different
way of life. This will almost certainly expose you to different hygiene and safety
standards than you are used to at home. We consider the safety and well-being of
our customers as high priority and want you to have a safe and enjoyable holiday.
All of the hotels and apartments and cruise boats we use are required to meet a
minimum of local health and safety standards. These local standards may differ from
UK standards, which are amongst the highest in the world. We are actively working
with accommodation owners to raise standards within the countries to which we operate,
using leading UK health and safety experts to provide advice and recommendations
as required. Through the actions detailed above we make every effort to assure safety
standards are maintained, however, it is your responsibility to take every step
to ensure your own safety and well-being at all times.
• Non-website featured accommodation: Tailor-made accommodation booked to meet individual
requests will not have been inspected/checked.
Your Ticket Conditions - You accept when you travel with an air and/or a
sea carrier that their up to date approved Conditions of Travel apply, some of which
may exclude or limit liability. These Conditions are often the subject of international
agreements between countries, and copies of the Conditions which apply to your air
or sea travel are available on request from Exotic Retreats. See ‘Limitation
on our Liability’ section. When travel & health documents (passports, visas
& inoculation certificates) are required for your holiday, it is your responsibility
to procure them. Exotic Retreats cannot be held liable in any way for any failure
to do so. See Limitations on our Liability in section 3 - Your security.
7. FLIGHTS
Please see our Limitations of Liability
Flying
• The airline and aircraft type planned for use on the long haul sectors of your
holiday (flights to and from the UK) are shown for your guidance on the ‘Flight Information’
feature in destination introductions. Approximate journey times, including en-route stops,
and the approximate seat pitch (the distance between the rear of your seat and the rear
of the seat in front of you) are also included for your guidance. On some holidays and tours,
other carriers are also used to complete your holiday flying.
• Remember, due to seating configurations airlines generally define adjacent seats
to include those adjoining but across the aisle from each other.
• Do not assume that your party will automatically be allocated seats together on
the aircraft. Seat allocation is, generally, solely at the discretion of the carrier and subject
to seat availability at the time of check-in. We have no control over the allocation of
seats, even if pre-booked with the airline direct.
• Actual flight numbers are not known at the time of website publication and we
reserve the right to substitute alternative carriers and/or aircraft types if necessary.
• It is common practice for scheduled airlines to use a code-share system, which
may involve passengers flying with a partner airline e.g. British Airways and Qantas. Where
this situation arises, it is not classed as a major change and it is not possible to transfer to
another holiday or cancel without incurring normal cancellation charges.
• Due to the distances involved, many flights stop en route for technical reasons,
e.g. refuelling. As scheduled airlines often change routes and fuel stops, we cannot always notify
you in advance. It may also be necessary on some holidays for you to change aircraft, and
sometimes airlines, at one of the stops.
• Airline schedules may vary, sometimes at short notice, and an unexpected change
of aircraft type may become necessary. We will do our best to inform you of any changes before
your departure and all planned plane changes will be indicated on your tickets.
• A direct flight is one where you do not have to change planes. It does not mean
it is nonstop.
• Due to airline policy most flights will be non-smoking and some may not serve
alcohol.
• The flight timings (am or pm) shown in our website are for guidance only and are
subject to confirmation and alteration. Specific instructions relating to your departure
and travel arrangements will be sent with your tickets and/or final documentation. Please bear
this in mind if you are booking domestic flight connections, taxis etc independently. If
you are booking your own UK domestic flights, please leave sufficient time to take into
account the possibility of delays to either your domestic or international flights. We strongly
recommend that you purchase a flexible ticket for your domestic flights as, although initially
more expensive, the extra cost is more than worth it in the event of a time change or
delay.
• Where overseas domestic flights form part of an itinerary every effort will be
made to ensure the best connection however, local circumstances may mean departures are
earlier or later than anticipated. It is for this reason that timings are not specified on
the itinerary. Overseas internal flight tickets are generally issued locally by our agents.
• Delays, for whatever reason, are the responsibility of the airline and subject
to their conditions of contract. Where a delay results in lost holiday time, no refunds are
given by hotels for unused accommodation or meals since these are held until your arrival
and not re-sold. Similarly, airlines do not always offer compensation for flight delays
and will not alter your homeward flight to account for any lost holiday resulting
from outbound flight delays.
• We cannot accept any loss arising out of a) missed connections to international
flights or b) the cancellation/change of UK/EC domestic flights unless they are part of the package
booked by us.
• If you miss your outbound scheduled flight, please notify the airline as soon
as possible in order to ensure that your homeward flight is not affected.
• All prices quoted are per person round trip and subject to change at any time.
• As most airlines allocate seats on a first come first served basis, we advise
you to check in as early as possible, at least 3 hours before your scheduled departure.
There are some instances where check-in may not open this early, however, we must
always recommend that you arrive earlier rather than later.
• Flight supplements will apply on charter flights for stays of more than 14 nights.
We reserve the right to change flight supplements from time to time. Supplements can go up
or down.
The supplement when you book will not exceed any applicable supplements stated within
this website by more than £250. Please check the up-to-date supplement for
your chosen holiday before you book.
• Meals may not automatically be included.
Luggage Allowance
• This will be shown on your air ticket/s. On international flights the allowance
is usually 20kgs in economy class or 2 pieces, 30kgs in club class or equivalent
and 40kgs in first class. No single case to exceed 32kgs. Some airlines offer a
greater allowance than the average on
certain routes e.g. to the Caribbean, of up to 64kgs (2 pieces) in economy class.
PLEASE CHECK WITH THE AIRLINE CONCERNED BEFORE TRAVEL rather than leave items at
home unnecessarily.
• Airlines normally only allow 1 small piece of cabin baggage and this may be included
in your total weight allowance Maximum dimensions 45cms x 35cms x 16cms.
• The total allowance on some local flights using light aircraft may be restricted,
e.g. to 5kgs.
• Carriage of excess baggage is at the airline’s discretion and often only
on payment of an
appropriate fee. Please contact your airline for the latest luggage allowance details.
Air Travel Conditions of Carriage -You must comply with the conditions of
carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention
1929 (as amended) concerning the carriage of
passengers and their luggage by air, and the airlines’ conditions of carriage,
may apply to you
and your party during your flight, and during boarding and disembarkation. These
provisions
and conditions may limit or exclude liability for death or personal injury, or loss
of or damage
to luggage, and may make special provisions for valuables. We will supply a copy
of the
conditions of carriage applicable to your holiday, and of the Warsaw Convention,
if you
request them.Montreal Convention Air carrier liability for passengers and their
baggage: This information notice summarises the liability rules applied by Community
air carriers as required by Community legislation and the Montreal Convention.
Compensation in the case of death or injury: There are no financial limits
to the liability for passenger injury or death. For damages up to approximately
£80,000, the air carrier cannot
contest claims for compensation. Above that amount, the air carrier can defend itself
against a
claim by proving that it was not negligent or otherwise at fault.
Advance payments: If a passenger is killed or injured, the air carrier must
make an advance
payment, to cover immediate economic needs, within 15 days from the identification
of the
person entitled to compensation. In the event of death, this advance payment shall
not be less
than approximately £13,000.
Passenger delays: In case of passenger delay, the air carrier is liable for
damage unless it took all reasonable measures to avoid the damage or it was impossible
to take such measures.
The liability for passenger delay is limited to approximately £3,300.
Baggage delays: In case of baggage delay, the air carrier is liable for damage
unless it took all reasonable measures to avoid the damage or it was impossible
to take such measures. The
liability for baggage delay is limited to approximately £800.
Destruction, loss or damage to baggage: The air carrier is liable for destruction,
loss or damage to baggage up to approximately £800. In the case of checked
baggage, it is liable even if not at fault, unless the baggage was defective. In
the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for baggage: A passenger can benefit from a higher liability
limit by making a
special declaration at the latest at check-in and by paying a supplementary fee.
Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the
passenger
must write and complain to the air carrier as soon as possible. In the case of damage
to
checked baggage, the passenger must write and complain within seven days, and in
the case of delay within 21 days, in both cases from the date on which the baggage
was placed at the
passenger's disposal.
Liability of contracting and actual carriers: If the air carrier actually
performing the flight is not the same as the contracting air carrier, the passenger
has the right to address a complaint or to make a claim for damages against either.
If the name or code of an air carrier is indicated on the ticket, that air carrier
is the contracting air carrier.
Time limit for action: Any action in court to claim damages must be brought
within two years from the date of arrival of the aircraft, or from the date on which
the aircraft ought to have arrived.
Basis for the information: The basis for the rules described above is the
Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation
(EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation
of the Member States.
Please also see E.C. Regulation No. 2111 – 2005 (details of airlines we use)
at
http://ec.europa.eu/transport/air/safety/flywell-en.htm.
If your airline does not comply with these rules you should complain to the Air
Transport
Users Council. Tel: 0207 240 6061 or
www.auc.org.uk
8. ON HOLIDAY
Check-in/Check-out: Accommodation In most cases your accommodation will be
made available to you on arrival between noon and 2pm. On some holidays where late
night/early morning departures from the resort are necessary, the room may be occupied
until you leave the hotel and it will count as a night of your holiday. Otherwise
you will be asked to check out of your room in the morning. Courtesy rooms may be
available although an extra charge may be payable locally.
Disorderly Behaviour -We reserve the right to refuse the booking of, or retain
any person as a client and we shall be under no liability for any extra costs incurred
by such a person as a result of our action.
Furthermore in our reasonable discretion we reserve the right to terminate without
notice the holiday arrangements of any client whose behaviour is such that it is
likely in our opinion to cause distress, damage, danger or annoyance to our customers,
employees, agent’s property or a third party. Furthermore, if you are prevented
from travelling because, in the opinion of a person in authority, you appear to
be unfit to travel or cause distress or discomfort to other passengers, then our
responsibility for your holiday ceases. . If this situation arises, our responsibility
will cease immediately and we will not be obliged to cover any expenses incurred
by the party concerned and neither will we consider any claims for compensation
or refunds whatsoever. We will also be within our rights to impose cancellation
fees. Exotic Retreats cannot accept responsibility for the behaviour of other guests
staying at your holiday accommodation. Your accommodation is provided solely for
the use of passengers shown on the final
Confirmation Invoice as confirmed by us; subletting, sharing or assignment is prohibited.
We expressly reserve the right to prevent you from participating in the excursions
we provide,
whether pre-booked or purchased in resort, if in the reasonable opinion of our staff
or those
of the excursion provider, you are either unsuited to undertake the excursion, or
if you appear
to be under the influence of drugs or alcohol. In these circumstances your sole
remedy against
us will be to obtain a refund of the cost of that excursion.
Dress Code - Customer demand results in the vast majority of hotels applying
dress codes. In beach resorts this means casual by day, and smart/casual by night.
No shorts, denims or singlets in the
restaurant at night. A more formal dress code may apply in city hotels and speciality
restaurants everywhere.
Local Charges -Charges that we state as payable locally may change without
notice.
Local Tours and Sightseeing - A selection of local excursions is featured
throughout this website . Prices quoted are per person and are subject to change
whether booked before departure or after arrival in resort. Visits to temples and
other religious sites may require you to respect local customs and traditions by
adding or removing certain items of clothing. Please ensure that you pack long sleeved
tops and full-length trousers and skirts, to wear on such visits. Prices for overnight
excursions are based on 2 people. Exotic Retreats can only accept responsibility
for excursions booked and pre-paid before departure.
Overbooking - All bookings will be confirmed with the supplier, however,
on occasions an airline/hotel/cruise boat may subsequently overbook. We do not condone
this action but take a realistic view that it can happen through no fault of our
own and we will always endeavour to make alternative
arrangements. Such arrangements are dependent on local circumstances and in this
respect the
Company’s liability is limited in accordance with Section 5 - If we change
your booking.
Resort Development - From time to time, building work and its associated
noise is unavoidable in a resort. We have no control over building works arising
from a resort’s growth in popularity and we are unable to anticipate the speed
or the extent to which such development may occur. If we learn of
specific developments at ,or close to your accommodation which are likely to affect
the
enjoyment of your holiday, then we will do our best to contact you before departure.
Resort Guides - Due to the geographical diversity of our program it is impossible
for us to have a UK employed representative in every destination. Also, the independent
and experienced nature of many of our travellers means that one is not always necessary.
There is however, always someone close at hand during your holiday should you require
them. We use the services of an experienced Local Agent who works closely with us
and who will be your representative throughout your holiday. Please do not hesitate
to contact them.
Resort Information - Emergency Contact - 24-Hour Duty Office
In the event of an emergency whilst you are on holiday you should contact our local
Agent. In addition we operate a 24-hour emergency Duty Office in the UK for your
convenience. Contact details for both of the above will be supplied with your travel
documents approximately 14 days before your departure. Please keep them safe.
Restaurants - Please note that recommendations are our own personal opinion.
Tipping and Local Taxes -Most hotels and restaurants impose a service charge
on the bill but this should always be at the discretion of the individual. Beware!
– unlike the UK, tariff prices overseas may be subject to obligatory local
taxes. An additional charge may sometimes be levied for payment by credit card.
Tours & Safaris - All accommodation on tours will have private facilities.
Some may not have a swimming pool, unless otherwise stated.
• Tours may include other nationalities.
• On touring holidays internal flight tickets may be issued locally.
• Owing to the amount of travelling involved, tours are generally unsuitable for
children and
those with walking difficulties.
• Many operate with a minimum of two or more participants. In the unlikely event
that the
tour has to be cancelled, you will be informed at least ten weeks before departure.
We
therefore recommend that you do not incur any expenses such as inoculations, guidebooks,
domestic flight, rail or bus connections, overnight accommodation or visas until
this time. This deadline should also be borne in mind if choosing a tour or safari
to celebrate an important occasion whose dates cannot be changed, such as a wedding
or anniversary.
• Local conditions can and do change, sometimes at short notice and it is possible
that we
may be obliged to change the programme or running of any excursion, tour or safari,
including accommodation, sometimes without prior notification.
• Please note that alternative but similar hotels may be used at certain times of
the year.
Applicable free nights have been taken into account in the basic holiday cost.
Travel in Resort - Like the UK, domestic flights, boats and buses are subject to
delay due to weather, operational difficulties and, regrettably, over-booking. Every
effort will be made to minimise the inconvenience this causes.
Tropical Traumas! - Travelling to exotic places can mean heat and humidity, monsoon
rain, severe storms, a weird and wonderful insect life, disruption to public utilities
and bathroom basics. A relaxed attitude to life and timetables, a whole new culture
and religion (a call to prayer at 6.00am for instance!), colourful local cuisine,
and an abundance of coconut palms which can obscure a panoramic sea view from your
room and seriously dent your health if you choose to sunbathe under them. Still,
that’s why the tropics remain so popular. Power and water supplies may also
be adversely affected by local conditions such as the weather, peak demand or over
enthusiastic workmen! Not everyone is on holiday - wherever you travel in the world
the risk of theft, mugging etc is always there, as indeed it is at home. Generally
your own common sense prevails but take extra care when walking around cities or
towns especially at night and avoid carrying valuables or tempting fate by displaying
them for all to see. Particular care should be taken on beaches and shorelines which
may also have been subject to erosion or storm damage. If you enjoy sea bathing
please remember that tides and other conditions may make this inadvisable. Beaches
throughout the world are usually public property and therefore neither Exotic Retreats
nor hoteliers can be held responsible for their condition or safety. Adverse weather
can lead to dangerous sea conditions and beaches covered in seaweed and flotsam.
You will also be expected to respect local customs. Topless sunbathing, for example,
is generally frowned upon and is indeed illegal in many destinations, particularly
the Muslim world. Be guided by our local representatives or your hotel in such local
matters. Remember you are travelling in some areas relatively new to tourism where
the way of life and standard of facilities vary considerably from those at home.
Patience, good humour and a degree of understanding are more effective than a short
temper. Our local representatives employ experienced drivers, who, like our cabbies,
are very familiar with their surroundings. As a visitor it is recommended that you
simply relax and enjoy the scenery - let your driver worry about other road users.
Watersports - Free watersports are available in many hotels, although the
choice of sports varies
considerably and may, in some cases, be limited - refer to individual hotel facilities
for details.
Unless otherwise shown the free offer does not include motorised sports e.g. water-skiing.
• Watersports are subject to availability, maintenance and weather conditions. Facilities
may be temporarily withdrawn without prior notification. It is your responsibility
to use adequate
safety aids and feel confident in the standard of facilities offered in resort.
• Some hotels will have subcontracted the provision of these sports and may have
no control
over the company concerned.
• If instruction is required a charge may be made. Use of equipment is at the sole
discretion of
the owners.
Weather - Weather information should be used only as a guide. Before booking your
holiday you
should research fully the local weather as this can vary from month to month. We
cannot be responsible for the weather during your holiday.
Unused Services
Please note that we do not give refunds for pre-booked services that you do not
use. Any
changes you choose to make to your holiday arrangements once in resort will incur
the
appropriate additional charges.
9. GENERAL CONDITIONS
This agreement will be governed by the relevant law wherever you live in the UK.
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