These Booking Conditions and important information detailed below will form the basis of your agreement with My Tailor-Made Holiday, Third Floor, Northside House, 69 Tweedy Road, Bromley, Kent, BR1 3WA. Tel. 0844 499 0222 email: firstname.lastname@example.org trading as My Tailor-Made Holiday. Please read them carefully as they show your and our contractual commitments to each other. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them. Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires. “We”, “us” and “our” means My Tailor-Made Holiday. We are a Member of ABTA, membership number V000X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
WE PROVIDE FULL FINANCIAL PROTECTION FOR OUR PACKAGE HOLIDAYS
We provide full financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 2853, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email email@example.com. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. We provide full financial protection for our package holidays by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk. If your holiday does not include flights, ABTA will financially protect your holiday by ensuring you receive a refund. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.
When a booking is made, the ‘lead name’ on the holiday booking guarantees that he or she has the authority and does accept on behalf of all persons named on the booking and by their parent or guardian for all party members who are under 18, the terms of these booking conditions. Subject to the availability of your chosen arrangements, we will confirm your holiday by issuing a confirmation invoice. This invoice will be sent to the lead name on the booking. Please check this invoice carefully as soon as you receive it. If you have any questions, or anything does not appear to be right, you must contact us immediately as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. A binding contract between us comes into existence when we despatch our confirmation invoice to the lead name on the booking. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”) (except as set out below). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the ABTA arbitration scheme or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
DATA PROTECTION PRIVACY STATEMENT
We are collecting your personal information for the purposes of booking the travel services that you have requested. This information, including any information about any health or medical issues that you tell us about and your passport details will be sent to the suppliers who will be providing your travel services. These suppliers may be based outside of the EU where the protection of personal data may not be as strong as it is in the EU. By giving your consent you agree to us passing on your personal details for the purposes of your booking. Our full Privacy Notice can be found on our website. If you are making this booking on behalf of other people please confirm that you have the consent of those other people to pass their personal details to us and for us to pass them on to the suppliers who will be providing their travel services. In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa./co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice
BOOKINGS / PAYMENTS
In order to confirm a booking a deposit of £200 per person or such other amount as notified to you (or full payment if booking within 71 days of departure) is required at the time of booking. The required deposit may vary given the type of service being booked and will be advised at the time of booking. The cancellation charges which apply may also vary depending on the arrangements you have booked (see ‘If you cancel your holiday” below). Some charter flights and airline promotional fares require full payment or tickets to be issued at the time of booking, in which case the deposit required may increase to confirm your booking and be non-refundable. Some hoteliers require full payment of accommodation costs and it may not be possible to amend or cancel these arrangements after they have been confirmed. In some cases it may not be possible to offer refunds for air tickets or accommodation costs which could incur a cancellation charge of up to 100% of that part of the arrangements. For reservations made within 71days prior to day of departure, full payment is due at time of booking. Final payment of the balance of the holiday cost must be received by us 71days prior to day of departure. Reminders are not sent. In default of payment by due date we reserve the right to treat your holiday as cancelled. In this case we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in ‘If you cancel your holiday’ below depending on the date we reasonably treat your booking as cancelled. The total package price will be determined only after all specific items are selected and will be communicated to you prior to confirmation of the reservation. Selected items will be detailed on your confirmation invoice. My Tailor-Made Holiday reserves the right to re-invoice your reservation should any error or omission be made in computing the total cost of all components/travel arrangements required.
ELECTRONIC CONFIRMATION INVOICES, TRAVEL DOCUMENTS & TRAVEL INSURANCE
Confirmation Invoices and Travel Documents will be sent electronically using the email address provided by you at the time of booking. We will assume that your email address is correct, please notify us immediately if there are any changes. Confirmations are issued when all components of your booking are confirmed and you will also receive detailed Travel Documents approximately 21 days before your date of travel. Electronic Confirmations and Travel Documents may be sent from a different email address therefore you must check your email account (including your spam filters). If you do not receive your Confirmation or Travel Documents, please call our Customer Support Team on 0844 557 0770 immediately. Documents will not be issued until full payment has been received. We consider adequate travel insurance to be essential. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check insurance policies.
IF YOU CANCEL YOUR HOLIDAY
You, or any member of your party, may cancel your travel arrangements at any time. Please ensure you understand what charges you’ll have to pay if you cancel your booking or cancel someone off it, and ask us before you book. Written notification from the person who made the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements, you’ll have to pay cancellation charges as follows (see also the exception below):
Period before departure within which written notification of cancellation is received by us
Cancellation charge per person cancelling
71 days and over
54 days and after
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Some airlines, fare types, hoteliers, or other suppliers require full payment at the time of booking and it may not be possible to amend or cancel these arrangements after they have been confirmed. In such cases the cancellation charges that apply to your booking may be different to those stated above. You will be informed of any such different cancellation charges which may apply at the time of booking. Please note that where an outward flight isn’t used the airline has the right to cancel any other flights you have booked with us and you won’t be able to use your return flight ticket. In these circumstances, no refund can be provided for any unused arrangements. It is not possible to make refunds after departure from the UK for any services not used or partially unused. In certain cases the price of your holiday is calculated by reference to the number of occupants of a room. If one of these occupants cancels, not only will there be a cancellation charge, but also the remaining members of your party may have to pay an additional sum
You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.
IF YOU CHANGE YOUR BOOKING
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of £50.00 per person, and any further cost we incur in making this alteration at the price which applies on the day the change is made. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements, such as changes to airline tickets, tours and accommodation are not changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. Airlines do not permit names changes. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur from our suppliers (but not limited to) in making the transfer.
IF WE CANCEL YOUR HOLIDAY
We reserve the right to cancel your booking however we will not cancel less than 10 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. Unavoidable and extraordinary circumstances mean a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
In the event a refund is paid to you, we will:
1. provide a full refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).
This does not exclude you from claiming more if you are entitled to do so.
IF WE CHANGE YOUR BOOKING
(a) Changes to the price
We can change your holiday price after you’ve booked, only in certain circumstances:
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.
We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that 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.
(b) Changes other than the price
It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to that of the same or higher standard, changes of carriers.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below. Examples of a significant changes include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower official classification by one full “Tour Operator” rating for the whole or a major part of your holiday, a change of UK departure point to one which is less convenient for you (although a change between London airports, including Gatwick, Heathrow, Stanstead and Luton will not usually be considered significant), a change of outward departure time or overall length of your holiday of twelve or more hours, the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period and no alternative pool is available either at the property or nearby.
· We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.
· If you choose to accept a refund:
1. We will provide a full refund of your travel insurance premiums and if you can show that you are unable to transfer or reuse your policy.
2. We will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
PERIOD BEFORE DEPARTURE A SIGNIFICANT CHANGE OR CANCELLATION IS NOTIFIED TO YOU
COMPENSATION PER PERSON (EXCLUDING INFANTS)
71 days or over
We will not pay you compensation where we make a significant change or cancel more than 10 weeks before departure. No compensation will be payable if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one. Very rarely, we may be forced by “force majeure” (see below) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.
In these Booking Conditions, “force majeure” 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 will usually include, but are not limited to, war, threat of war, airport closures, airspace closures (as well as other air traffic management decisions which may give rise to long or overnight delays or cancellations of one or more flights), the inability of airline(s) to operate flights as a result of the United Kingdom’s decision to leave the European Union (including the loss or restriction of air traffic or transit rights or the right of airlines(s) to enter any airspace) riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, epidemic, significant risks to human health such as the outbreak of a serious disease at the travel destination, significant building and or road works taking place outside of your accommodation (such as resort development) and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss (as more fully described in the clause entitled ‘Liability’ below) as a result of force majeure.
EXCURSIONS & TRANSFERS
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursions or other tours that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. Transfers are not included in the price of your holiday, unless otherwise advised. Airport transfers are available at a supplement and are based on a seat in a shuttle bus. Shuttle services do not usually operate between midnight and 07.00 a.m. Private transfers may also be arranged, additional fees apply.
COMPLAINTS AND PROBLEMS
In the unlikely event that you have any reason to complain or experience any problems with your holiday arrangements whilst away, (for example, the accommodation management or transport supplier) it is essential to take up the matter locally with our supplier. If they can’t help, you must contact our local agents, using any of the contact options given to you on your arrival or as shown on your travel documentation. If you don’t have the services of a local representative or a local agent, or they are not available you must contact our 24 hour USA Helpdesk on (+1) 414 934 1505 straight away. Most problems or complaints can be resolved while you are away. Until we know about a complaint or problem, we cannot begin to resolve it and it’s difficult and sometimes impossible to properly investigate a complaint if we are not told about it during the holiday or once it’s over. Failure to follow the above procedures during your Holiday, may reduce or extinguish any rights you may have to claim compensation from us, or any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your Holiday, you or we could have taken steps to reduce any loss or damage suffered or could have entirely prevented it from being suffered. If you remain dissatisfied, you must write to us within 28 days of your return to the UK giving full details of your complaint. You can submit correspondence via Royal Mail or email us at firstname.lastname@example.org. We regret we cannot accept liability for any complaints or claims which do not involve death, personal injury or illness, if you fail to notify the complaint or claim in accordance with this clause. For complaints that relate to the airline or to a resort booked excursion, we’ll act as a liaison between you and the supplier to try and assist in resolving the complaint. If we can’t help and you want to take matters further, you must contact the supplier directly.
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
We are a Member of ABTA, membership number V000X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
OUR LIABILITY TO YOU
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to
a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
You can ask for copies of the travel service contractual terms, or the international conventions, from email@example.com. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted. In the first instance, you should contact the operating carrier to discuss arrangements in place in respect of the EU Regulation 261 Denied Boarding, Cancellation and Delay, and in particular, the airlines responsibility for any accommodation and other welfare costs. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
N.B. this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
If you book a package holiday with us we will accept responsibility for the package holiday in accordance with clause ‘Liability (1)’ below of these Booking Conditions as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations. A “package holiday” is a combination of at least two out of the following: (a) transport, (b) accommodation, or (c) other tourist services not ancillary to any transport or accommodation and forming a significant part of the arrangements, where the arrangements making up this combination are booked through us at the same time at an inclusive price and which last at least 24 hours or include overnight accommodation. If your arrangements do not constitute a package then clause ‘Liability (1)’ below will not apply and My Tailor-Made Holiday obligations to you will consist of using reasonable skill and care in making your booking and arranging your chosen services, as well as using reasonable skill and care in choosing the suppliers concerned.
(1) If your arrangements constitute a package holiday we promise to make sure that the package holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. We will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or 'force majeure' as defined above.
(3) We cannot accept responsibility for any services which do not form part of our contract. This includes any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract and any excursion you purchase in resort. Please also see clause “Excursions”. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause ‘Liability (1)’. We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(5) As set out in these booking conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £100 per person affected unless a lower limitation applies to your claim under this clause or clause ‘Liability (6)’ below. You must ensure you have appropriate travel insurance to protect your personal belongings. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is three times the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause ‘Liability (6)’ below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
(6) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses including self-employed loss of earnings.
BEHAVIOUR ON HOLIDAY
The captain of any aircraft has absolute authority over the aircraft and passengers whilst boarding or in flight. The Captain or other authorized airline representatives can refuse to carry anyone if they are deemed unruly, unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your holiday contract will terminate immediately. My Tailor-Made Holiday will have no further responsibility or liability to you. When you book a holiday with My Tailor-Made Holiday you accept responsibility for the proper conduct for yourself and your party whilst on holiday. If your actions or those of a member of your party cause damage to the accommodation in which you’re staying, or cause delay or diversion to any flight or other means of transportation, you agree to fully indemnify (i.e. compensate or reimburse) My Tailor-Made Holiday against any claim (including legal costs) made against My Tailor-Made Holiday by or on behalf of the owners of such accommodation or the operator of such flights or transportation. Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, or other person of authority, your behaviour is causing danger, damage to property or affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen we will not be liable for any refund, compensation or any other costs you may have to pay. We cannot accept liability for the behaviour of other people staying at your accommodation or travelling on your flight, or for any facilities/services being withdrawn as a result of their actions.
BROCHURE ACCURACY & SPECIAL OFFERS
We published this brochure and our website information many months in advance. Prices, special offers and the hotel and general information are accurate at that time however they may have changed since then. We do check the information regularly and we will endeavour to tell you of any known changes or errors when you book. If you already have a booking we will advise you of any significant changes as soon as we can. Special offers may be limited, and subject to availability, and in some cases restrictions or conditions of eligibility may apply. As we do not control the supply of special/free offers they can be withdrawn at any time, so please ask for verification of an advertised offer at the time of booking. In addition, there may be some special offers such as a car rental upgrade , airport lounges passes or early booking offers which may apply to your holiday, however to take advantage of the offer you need to let our Reservations Team know at the point of booking as they cannot be added once the booking has been confirmed.
CAR RENTAL ALAMO
Your rental cost includes:
Although your car hire agreement includes Third Party Liability Protection of up to $1,000,000 and Uninsured Motorist/Underinsured Motorist (UM/UIM) protection with a combined single limit of $100,000, it is vital that you have adequate cover to protect yourself against financial risk in the event of total loss of the vehicle, damage or accidents, especially as some US drivers carry little or no insurance. If you pre-purchase one of our inclusive car packages these risks are covered, however if you decide not to pre-purchase one of these packages, extra charges may be payable upon arrival.
Collision Damage Waiver (CDW) – Protects you against damage to the car (including theft and vandalism, regardless of who is at fault). Without CDW, you would be personally responsible for any damage, up to the full value of your Alamo vehicle (Not FREE cars).
Local Fees and Taxes – Included in pre-paid rates (Not FREE cars).
Roadside Assistance – Included 24 hours a day, 365 days a year
Your rental cost does not include:
Additional Drivers – Unless opting for Alamo Gold, additional drivers will be charged a daily fee on collection of the vehicle. All drivers must be 21 or over and carry a full driver’s license.
Underage Drivers – Drivers under 25 incur an additional fee, which has not been included in our prices.
Infant & Child Seats – Children up to five years old are required by law to be transported in approved child seats. These must be requested at the time of booking and will be charged locally.
Satellite Navigation systems are not included within the cost of your rental – unless otherwise stated. You must purchase one of our GPS inclusive packages if you wish to purchase pre-paid Sat Nav. Otherwise, please request at the relevant Alamo depot upon arrival (additional daily fees will apply).
Fuel is not included – unless otherwise stated.
Each day’s rental is based on a 24-hour period, with additional hours subject to surcharge
One Way Rentals – One way rentals are permitted throughout the USA for all vehicles except economy cars. They are subject to availability and must be pre-booked. One way fees apply depending on routing and are payable locally.
Please note: All car rentals are subject to legal terms, conditions and pricing procedures of the Rental Companies in effect at the time of printing this brochure. In the event of the subsequent enactment of any law in the United States, whether federal, state or local, which restricts or prohibits any of those terms, conditions or pricing procedures, the Rental Companies’ terms, conditions and prices will be subject to adjustment to the extent necessary to compensate for such restriction or prohibition. Legislation or regulations or the cost of fuel may affect pricing or procedures. On all inclusive products, the Rental Companies reserve the right, without notice, to (i) charge customers, at the time of rental or thereafter, for the amount of any additional or increased surcharges, fees, taxes or increased fuel costs incurred subsequent to entering into the Agreement, or (ii) increase clients tax, surcharge or fuel inclusive rates by an amount equivalent to the additional or increased tax surcharge, or fuel subsequent to entering into this agreement.
Car Rental Upgrades
Vehicle upgrades arranged locally at Alamo rental stations will be charged at a daily rate, which may be considerably higher than the My Tailor-Made Holiday upgrade fees offered at the time of booking. Any local fees will be printed on the Alamo Rental Agreement, which you should check carefully before leaving the depot. My Tailor-Made Holiday will not be liable for any additional costs incurred as a result of your decision to upgrade or purchase optional extras locally.
CREDIT CARDS, CREDIT CARD PAYMENT & CURRENCY
We accept payment by debit and credit card. If multiple parties are travelling on one reservation and the payment is being split between those parties the name and billing address for each card holder is required. Cash and credit cards now work in most destinations but check with your bank to ensure your choice of card will be accepted when you are on holiday. We recommend carrying at least one credit card, as you’ll be asked for an imprint of your card on arrival at any hotel.
PASSPORTS VISA & IMMIGRATION/SECURITY/FOREIGN AND COMMONWEALTH OFFICE ADVICE
Your specific passport and visa requirements, including airport transit visas, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates, ensuring you allow adequate time to complete formalities before the date of departure.
We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Your passport must be valid for six months beyond the duration of your stay and visas may be required. Requirements may change and you must check the up to date position in good time before departure. 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.
The latest travel advice from the Foreign and Commonwealth Office including security, local laws, passport and visa information can be viewed at www.gov.uk/foreign-travel-advice This advice can change so we strongly recommend that you continue to check it until you travel
ELECTRONIC SYSTEM FOR TRAVEL AUTHORISATION SCHEME (ESTA) USA
All travellers wishing to enter the US under the Visa Waiver Programme will need to hold a passport with an integrated chip (an ePassport). British passports issued since October 2006 are ePassports and carry this internationally recognised symbol on the front cover. The USA has a compulsory online registration under the Electronic System for Travel Authorization scheme, known as ESTA, all travellers from Visa Waiver Countries only must apply for Travel Authorisation at least 72 hours in advance of their departure and must also have a machine readable passport. The U.S. Department of Homeland Security DHS operate these additional controls and all travellers will be responsible for supplying and processing this online declaration. The ESTA can be applied for online at https://esta.cbp.dhs.gov. Please note fees apply. ESTA covers multiple entries and is valid for two years. The Travel Authorisation is not a visa and only pre-screens the traveller and allows him or her to travel to the United States and apply for admission. An approved Traveller Authorisation is not a guaranteed entry, but is a prerequisite to travel to the United States by air or sea. A person from a non-visa waiver country should not attempt to apply for a Travel Authorisation and will require a US entry Visa. Failure to obtain an ESTA could result in a passenger being denied boarding by the airline. The alternative is to hold a valid visa. The Visit USA website www.visitusa.org.uk/visitors/esta carries some useful background information on the ESTA, but changes happen regularly and you are advised to check with the nearest US Embassy or Consulate before travelling to determine if you need to apply for a visa.
ELECTRONIC TRAVEL AUTHORISATION CANADA
Passengers who are visa-exempt for travel to Canada will be required to obtain an electronic Travel Authorisation (eTA) prior to their departure to Canada including Visa-exempt passengers transiting via Canada. Exemptions include US Nationals and individuals who are in possession of a valid Canada visa. The eTA has currently a $7.00 fee and it is valid for 5 years, or the length of the validity of the traveller’s passport. For further information please contact CIC-ETA-AVE@cic.gc.ca. The eTA is a confirmation of a foreign national’s eligibility to travel to Canada. While quite similar to the typical visa, the eTA application will be conducted online. Foreign nationals from countries that are not visa-exempt will not have to file eTA applications as there is a separate travel verification process specifically allotted for them. A traveller will log onto the website of the Citizenship and Immigration Canada (CIC) and apply for an eTA by submitting required personal information such as name and date of birth and possibly a copy of one’s fingerprint too. Authorisation to travel will then be dispensed via the site and the traveller will need to print this out and submit to the appropriate officials together with other travel documents prior to leaving for Canada.
ESTA REQUIREMENTS FOR PASSENGERS TRAVELLING TO THE CARIBBEAN VIA US GATEWAY CITIES
All passengers who are travelling to the Caribbean via US Gateway Cities are required to complete both the Electronic System for Travel Authorisation scheme known as ESTA and must also provide Secure Flight Passenger Data information which applies to all carriers operating within US airspace. The ESTA can be applied for online at https://esta.cbp.dhs.gov (fees apply). We strongly recommend that you contact the US Embassy for full details of the conditions of the ESTA and/or entry requirements as exclusions apply. Tel: 09055 444546 or visit www.usembassy.org.uk
FLIGHT CHECK-IN TIMES, SCHEDULED AND CHARTER AIRLINES & CODESHARE PARTNERS
Air transportation is by scheduled service of IATA member airlines and certain charter carriers. Check-in time for all transatlantic flights is 3 hours prior to departure and the recommended check-in time for domestic and regional flights is 2 hours. As the flight departure may be brought forward for operational reasons you must contact the airline directly, 24 hours in advance and once again on the day of departure. Many airlines offer on line check-in via their website and airlines will close the airport check-in desk at least one hour before the scheduled time of departure. At the time of booking, we are not always in a position to confirm the flight timings as they are outside our control and the times shown on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Our confirmation invoice will detail the airline operator, origin/destination airports and provisional timings of reserved flights. We/airlines reserve the right to substitute aircraft type, and/or airlines at any time, and the flight timings, flight routings and days of operation are subject to change. We will advise you of any significant change as soon as we are informed by the airline or main charterer. Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. It is common practise for scheduled airlines to use a codeshare-system which may include you flying with a partner airline. Where this situation occurs, it is not classified as a major change. Specific instructions relating to departure and travel arrangements will be sent with your final Travel Documents approximately 2 weeks before departure. You must check your documents very carefully upon receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after documents have been dispatched - we will contact you as soon as possible if this occurs. Most airlines no longer issue tickets for travel and all you need to show when you check in is your passport. Please note carefully any instructions for completing advanced passenger information and/or online check-in directly with the airline. The airline locator/reference shown on your documentation will be needed for this. It is essential that at the time of booking passengers names are an exact match with names as they appear in passports.
FLIGHTS, FLIGHT DELAYS AND CANCELLATIONS
In accordance with EU Directive (EC) No 2111/2005, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm. We are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause “Cancellation/changes/refunds” will apply. In the event of any flight delay or cancellation at your UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the Denied Boarding Regulations (see below). Except where otherwise stated in our brochure or on our website, we regret we cannot provide any assistance in such circumstances other than information and advice to the extent we are in a position to do so. We regret we cannot offer you any assistance in the event of delay at your outward or homeward point of departure. Any airline concerned may however provide refreshments etc. We cannot accept liability for any delay which is due to any of the reasons set out in clause ‘Liability (2)’ of these Booking Conditions (which includes the behaviour of any passenger(s) on the flight). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 - the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you may complain to the Civil Aviation Authority on 020 7453 6888 or by e-mail to firstname.lastname@example.org or see www.caa.co.uk – Referring Your Complaint to the CAA. Please note that Air prices include current government APD Passenger Duty, subject to change and published on hmrc.gov.uk.
FLIGHT DELAYS & CANCELLATIONS (NON EUROPEAN UNION CARRIERS & EUROPEAN UNION CARRIERS USING A NON EUROPEAN UNION CODESHARE PARTNER)
Passengers who are travelling with a Non EU carrier departing from a Non EU airport are not covered by the EC Regulation 261/2004: Denied Boarding, Cancellation & Delay. This restriction also applies to passengers travelling with a EU carrier who are operating a codeshare flight with a Non EU carrier and the flight departs from a Non EU Airport. The EU carriers which we currently use are British Airways, Thomson Airway & Virgin Atlantic. Please ask us for codeshare details at the time of booking. We strongly recommend that passengers who are not covered by EC Regulation 261/2004 should ensure that their travel insurance provides adequate cover and does not exclude expenses incurred as a consequence of flight cancellation and lengthy delays, including any living costs which may arise due to force majeure situations, particularly those caused by extreme weather conditions.
FLIGHT LUGGAGE ALLOWANCE, ADDITIONAL LUGGAGE CHARGES, FLIGHT MEAL REQUESTS, & IN FLIGHT CATERING
Luggage allowance on flights varies from airline to airline and cabin class with regards to weight and size. In addition, the majority of airlines permit only one piece of checked baggage free of charge and extra baggage will be accepted on payment of the appropriate charge to the Airline either before or at the time of travel. Some Airlines will charge for all luggage on flights booked as a published fare and also on some US Domestic flights. Please carefully check the Airlines website regarding the applicable baggage charges, allowances and restrictions before you travel, as fees are payable at the time of check-in and they are subject to change. The majority of airlines require at least 48 hours’ notice for any special meal requests, including children’s and vegetarian meals. We strongly recommend that you contact the airline direct, however, such requests cannot be guaranteed. Complimentary in-flight catering and non-alcoholic drinks are usually provided on transatlantic flights only. The knife and fork symbol on the airline documents is purely an indication that food will be available and not that a complimentary meal service will be offered. Unless specifically requested and recorded on your invoice, a child will receive the same meal as an adult.
FLIGHT OPERATION, FLIGHT RECONFIRMATION & FLIGHT SEAT REQUESTS
A direct flight may touch down enroute for re-fuelling, or to pick up and/or drop off passengers. You are not normally required to disembark and the flight is still considered to be a direct flight. A non-direct flight may require a change of aircraft en-route while a non-stop flight will take you directly to your final destination airport without stopping. Unavoidable last minute changes to scheduled flight times can occur (even after the documents have been issued). It is essential that you reconfirm every flight with the relevant airline 24 hours prior to departure. We are unable to guarantee any seat requests for specific seating arrangements and it may not be possible to obtain seats together. If you have a specific seating requirement or wish to be seated together you must contact the airline direct and you should be aware that some airlines charge a supplement for pre-allocated seating. All flights are non-smoking. We cannot accept any booking that is conditional upon special requests or seat allocation requests being met. If using a Choose Your Seat service not all seats are available to reserve and restrictions may apply on which seats can be selected. Sometimes the airline has to reallocate seats (due to operational, safety or security reasons).
FLIGHTS – SCHEDULED AND CHARTER AIRLINES & CODESHARE PARTNERS
Air transportation is by scheduled service of IATA member airlines and certain charter carriers. All details are correct at time of going to press and are liable to change at any time. Our confirmation invoice will detail the airline operator, origin/destination airports and provisional timings of reserved flights. Information on aircraft type, flight routings and timings of designated flights provided at time of booking is subject to change. Changes to the schedule or flight time will be advised on your final Travel Documents but it is possible that further changes can occur. It is essential that you reconfirm every flight with the relevant airline 24 hours prior to departure. We/airlines reserve the right to substitute alternative aircraft and/or airlines at any time. Scheduled and Charter flight timings and days of operation are subject to change. We will advise you of any significant change as soon as we are informed by the airline or main charterer. Any change in the identity of the carrier(s), flight timings and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges. Please be aware that charter flights and some promotional fares and published fares of schedule airlines, require full payment at the time of booking and are non-refundable, this may increase the deposit required to confirm your booking. It is essential that at the time of booking passengers names are an exact match with names as they appear in passports. It is common practise for scheduled airlines to use a codeshare-system which may include you flying with a partner airline. Where this situation occurs, it is not classified as a major change.
HEALTH & TRAVEL ADVICE
At this time UK residents do not require any vaccinations for travel to the USA, Mexico & the Caribbean. It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org. Information on health abroad is also available on www.nhs.uk/Livewell/Travelhealth. At the time of publication of this brochure, we are not aware of any compulsory health requirements applicable to British citizens taking any of the holidays featured in this brochure. Vaccination and other health requirements/recommendations are subject to change at any time for any destination. Please therefore check with a doctor or clinic not less than six weeks prior to departure to ensure that you have met the necessary requirements and have the applicable information. It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. 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 all required documentation. 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. Furthermore, if you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday participation is at your own risk, and it is your own responsibility to obtain the relevant insurance. For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays.
HOLIDAY ILLNESS & FRAUDULENT COMPLAINTS OR CLAIMS
Holidays are all about new experiences and this may include enjoying the local cuisine. Different food, too much sun, drinking fizzy drinks or more alcohol than you would usually drink at home can sometimes result in stomach upsets and feeling unwell. Should you become ill while on Holiday, you must consult a local doctor and, in addition, report your illness to the hotel management, local representative and/or the local agent, or our 24 Hour Helpdesk via the contact details shown on our travel documentation. It’s important you see a doctor and have the appropriate tests and to make sure you get the right diagnosis and treatment. You should also consult your GP upon your return to the UK. Holiday illness can be caused by many different factors, including a change of food, drinking un-treated water, too much time in the sun or dehydration etc. If you think your illness was caused by something you ate at your hotel, and should you wish to make a claim against us as a result of that illness, you’ll need evidence to support this from the doctor you see in resort. You must provide us with full details of both the local doctor you saw and your GP, together with written authority for us to obtain medical records and all tests/sample analysis from both those doctors. Failure to provide us with access to the records prepared at the time you were ill in resort and immediately on your return to the UK, and/or failure to follow our complaints procedure as set out in the paragraph titled “Complaints and problems”, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. We accept that there are times when we need to compensate if things go wrong on one of our holidays, but we are aware that some holidaymakers are being encouraged to make fraudulent claims for compensation. We’re committed to the prevention and detection of fraud to protect our customers and to try to keep the cost of our holidays as low as possible. If any complaint or claim is proved to be fraudulent in any way, such as, falsely claiming to be affected by an illness resulting from eating at the hotel, or exaggerating the effect a minor illness had on the enjoyment of the holiday, we’ll take appropriate legal action to recover any sums that may have been paid out.
HONEYMOON AND ANNIVERSARY OFFERS, MARRIAGES & RENEWAL OF VOWS
Honeymoon and Anniversary offers which appear within the hotel description are provided on a goodwill basis by the hotelier and may be changed or withdrawn; some offers are also subject to local availability. If you are celebrating a honeymoon or anniversary and meet the conditions of the offer do ensure that this is registered at the time of booking. You will be expected to provide official verification so you should travel with your Marriage Certificate. Whilst resorts welcome all guests, local laws in the USA, Caribbean (including The Bahamas) may prohibit same sex marriages and/or renewal of vows.
Hotel prices are generally based on 2 adults sharing a room. Child or 3rd/4th adult prices may be based on the existing bedding in the hotel room. While some double rooms in the hotels have two double beds, this is not always the case and, depending on the size of the hotel rooms, some may only have one double bed or two single beds. Please note most rooms DO NOT provide three single beds. Rooms occupying more than two people may consist of any combination of double, twin, camp, sofa or rollaway beds. Rooms for up to four people may not be any larger than standard twin or double rooms so space is likely to be limited and the room may be cramped. A cot or rollaway bed will usually incur an extra charge. All accommodation is based on ‘Run of House’ or the category stated which may be located in any part of the hotel. In general, rooms are available by 3pm on the day of your arrival, however, at some larger hotels, delays may occur with check-in whilst your room is prepared for you. Rooms should be vacated by 11am on your departure. While many hotels provide a baggage storage area for your use on the day of check out, this facility cannot be guaranteed. Local charges may apply for each item stored and are payable direct to the hotel. If a hotel storage area does not exist you will be responsible for making your own independent arrangements off site at your own cost.
Daily car parking charges may apply. In most hotels, the minimum check-in age is 21 years and above. Many hotels are keen to encourage a healthy environment and it is common for properties to adopt an entirely smoke free policy. Ants, mosquitoes and cockroaches are common in hot countries. They don’t mean your accommodation is dirty or unhygienic, but obviously the sight of such creatures can be off-putting if you are not used to seeing them. If your hotel has an open-air restaurant, it may attract local birds and cats, some of which might try to share your food though hotels do their best to discourage them.
Some resorts are within built-up areas or other places where noise is common. Road traffic or aircraft noise may be heard (if you are near a flight path). Accommodation can, at times, have a lively atmosphere, and facilities and entertainment may vary according to the mix and ages of guests in residence. Rooms described as having a pool or sea view may not have a full pool or full sea view because of plants or buildings blocking the view. Access to the internet may be through a hub in the reception area, and we cannot guarantee an uninterrupted or unrestricted service. Technical issues may mean it isn’t available. WiFi networks may be subject to usage/download limits, restrictions may apply to the number of devices that can be used per room and connectivity/strength of signal may vary throughout the property. Access to the internet/WiFi may be subject to local charges. Hotel pools and slides may be closed at certain times due to bad weather, low temperatures or maintenance. In Las Vegas pools are closed during the winter period.
HOTELS (ALL INCLUSIVE)
Hotels often place restrictions on restaurants and meal arrangements. All-inclusive does not necessarily mean that unlimited food and drinks are available 24 hours a day. Not all bars and restaurants operate on an All Inclusive basis. Cash bars may operate once All Inclusive bars close. Drinks included are generally only locally produced brands. Cocktails, international drinks (imported from other countries), international brands (recognised in the UK market), premium brands and fruit juices are not available unless stated. Not all hotels provide entertainment, and the quality will vary. Individual hotels operate different policies and full details will be provided locally. You may have to wear a wristband or carry ID to qualify for the full range of benefits. If your wristband/ID is lost, the hotel may charge you for a replacement.
HOTEL RATINGS, HOTEL BUILDING AND DEVELOPMENT WORK AND LOCAL REGULATIONS
Hotel categories and ratings are taken from our own My Tailor-Made Holiday rating system, or the rating provided to us by our 3rd party suppliers, rather than any official categorisation, and are intended as a guide to the relative hotel standards within that country. Different countries have different standards, so a 3 star hotel in one country may not be equivalent to a 3 star hotel in another. The accommodation and other services are provided by local suppliers who have to comply with the applicable local health and safety regulations, and standards may not be as high as in the UK. Many destinations and hotels change and develop constantly and often require maintenance and occasional refurbishment including extensions to existing buildings or building brand new properties. We have no control over building or road work, but will endeavour to tell you about any significant work happening at your accommodation if there’s time before you go on holiday. We are reliant upon information and details received from the accommodation. However, it is extremely difficult to foresee the extent, nature and effect of any such activity at a particular time. If we are made aware of any significant changes, wherever possible, we include updates on our website and booking system so you’ll receive the latest information when you book. Important Notice: The wearing of camouflage and/or military apparel is illegal in Barbados and St. Lucia. Clothing of this nature will be confiscated and legal proceedings may arise.
HOTEL RESORT FEES AND HOTEL CHARGES
Many hotels apply resort fees or a government levy. Resort fees cover items such as local newspapers, room safe, use of the gym etc. and can vary between $10 and $60 per room per day. Charges are paid locally and are also subject to increase or change at any time, so please request the latest details from our Reservations Agents. When checking out of your hotel check your bill and raise any queries with the Front Desk staff before your departure. Most hotels take an imprint of your card on arrival so you can charge items, such as room service, minibar and restaurant incidentals and telephone calls etc. to your room bill. It is a standard requirement for a hotel to get a pre-approved credit limit authorisation for a reasonable sum based upon your length of stay and standard of hotel. Although the hotel will not make charges to your credit card until you check out, the pre-authorisation may reduce the available spending limit on your card. You may wish to temporarily increase your card limit before leaving the UK.
Infants under the age of 2 years on the date of outbound travel pay a reduced cost (on Economy flights) as long as they sit on an adult’s lap. Please note infants DO NOT have a separate baggage allowance. We are unable to process requests for infant carry cots and infant seats which attach to the carry cot position. These infant facilities are never guaranteed and must always be arranged by you direct with the airline concerned. Any charge for the cot in the hotel room and for infant food has to be paid by the guest directly to the hotel. Cots and appropriate food cannot be guaranteed by us.
SPECIAL REQUESTS & SPECIAL ASSISTANCE/REQUIREMENTS
My Tailor-Made Holiday welcomes all customers and we endeavour to meet all individual needs. In order to assist you, we must be advised at time of booking of any disability and special requirements and will forward an ABTA disability checklist and data privacy consent form for you to complete and return to us. Special facilities can be requested but may not be guaranteed. All forms must be completed and returned to us as soon as possible. Should anyone in your party require specific accommodation or have other requirements relating to a disability it is vital to have their needs discussed and processed before booking. Most overseas accommodation, overseas transport (including transfers) and other holiday services aren’t equipped to cater for the needs of disabled holidaymakers. Sometimes, the natural terrain and the layout of resorts can make life difficult for people with mobility difficulties. It is important if you have any disability, that the suitability of particular accommodation, resorts, transport and services are checked and that you’re completely satisfied you’ve made the right choice before you confirm your holiday. We can’t be responsible if you don’t tell us about special requirements that will affect your holiday experience. If you have a special request for a facility or service that is not automatically part of your booking e.g. adjoining rooms, please make the request at the time of booking. We will pass the request on to the supplier but we cannot guarantee that it will be met – even if we’ve made a note of your request on your invoice. That just means we’ve received the request and have passed it on to the supplier. We cannot accept any booking which is conditional upon a special request being met, and we will not pay compensation for failing to meet a special request unless we’ve confirmed separately in writing to you that the request will be met.
SEASONAL CHANGES, PUBLIC/NATIONAL HOLIDAYS & WEATHER
Some destinations may experience certain times of the year when their resorts have lower occupancy levels. There are also Public, National holidays and local festivities when services may be disrupted. Should a feature be considered by you to be crucial to your holiday enjoyment it is essential you declare your specific interest/requirement at the time of booking to enable us to verify and confirm in writing, the availability of such a desired feature. We are unable to provide all details of National or Public holidays or any local festivities which may take place during your stay. Please contact the relevant tourist office for details.All parts of the world can be prone to erratic changes in weather patterns and many of the destinations featured have a tropical climate where heavy rainfall and strong winds occur. Some parts of the world are occasionally affected by hurricanes and unusual levels of rainfall particularly during June – November. Local tours and services may be affected by the weather. We cannot be held responsible for the weather, but will lend appropriate assistance if required. Should your travel arrangements be affected by weather conditions My Tailor-Made Holiday will endeavour to assist and offer practical support, and we’ll work with our suppliers and local agents to minimise disruption and will try and keep you informed however, such occurrences are treated as ‘force majeure’ and we shall not be liable for any changes to your itinerary or arrangements.
If you experience any problems with your holiday arrangements whilst away, please contact your hotelier/supplier/or representative (if provided by the local agent) to resolve the issue locally or contact our 24 hour USA based Helpdesk on (+1) 414-934-1505. If you do have the services of a local rep, the timing and frequency of visits will normally be displayed on a noticeboard usually in the reception area of your hotel.
Trading as My Tailor-Made Holiday Third Floor, Northside House, 69 Tweedy Road, Bromley, Kent BR1 3WA U.K.
Tel: 0844 499 0222 ABTA: V000X ATOL: 2853 email: email@example.com