1. MAKING A BOOKING AND
PAYMENT
a) As competitive hotel prices have been negotiated, full
payment is required at the
time of booking.
b) Once we have received your instructions and payment in
full we will send you a confirmation of your booking by fax
or by E-mail or mail depending how your booking is
processed. The confirmation is our acceptance of your
booking and a legally binding contract will then exist
between us. We cannot guarantee that we will be able to
cater for any requests.
The client must submit a valid
email address on the Reservation Form. This email address will
be used for all future correspondence relating to your
booking. All care must be taken by the client to ensure that
the information provided in the Reservation form is correct.
It is the client's responsibility to advise Turquoise Travel and Tours
if an error in the email address was submitted on the
Reservation Form or any other correspondence. Turquoise Travel and Tours
takes no responsibility for any incorrect information
submitted.2. OUR PRICE GUARANTEE
A full price will be given before you confirm your
booking which you may accept or not. We guarantee that we
will not change the price of your holiday once we have
accepted your booking. It may be necessary to charge you
Value Added Tax (VAT) where there is a change in the
applicability or the rate, over which we have no control.
3. CHILDREN AND INFANTS
Our policy regarding special rates for children and
infants is available on request, but wherever possible
children stay free or 50%. Exact prices are shown when
prices are confirmed on our secure server. Free children
rates do not normally include meals, which are to be paid
direct to hotels as taken.
4. STAR RATINGS given to hotels are
our own, having inspected them. Ratings are our opinion of the
overall "package" of quality, comfort, facilities, and
service. They do not automatically mean that a specific
facility is present. Our ratings can also be higher or lower
than official ratings, since the latter sometimes do not
reflect the real standard of the hotel for bureaucratic or
historic reasons.
5. IF YOU CHANGE OR CANCEL YOUR HOLIDAY
If you want to change or cancel your holiday, you
must do so in writing. Cancellations made directly
with hotels will not be effective. We cannot
guarantee that any requests for amendments will be
satisfied. However, if you wish to make any alteration to
your booking (including a transfer of your booking to
another person) after it has been accepted by us, we will
try to accommodate your requirements, subject to
availability and payment by you of an alteration fee.
The alteration fee is
£20
per booking, each time a booking is changed, unless it is to
increase the value of the booking. Any alteration made
within 3 days of arrival to your hotel
will be treated as a cancellation and you will have to pay
the charges set out below.
If you cancel
your holiday at any time after your booking has been
accepted by us, then we impose the following administration
charges:
Cancellation
Policy - (Hotel only) Important please read
| AMENDMENTS -
No charge for increasing the value of your original
booking |
Notice period
|
Charges |
1 Week to
Arrival day
|
No amendment
allowed. Full cancellation charges will apply.
|
Outside 1 week
|
£15.00 per
booking/€20 per booking/$25 per booking plus credit card
refund charge (2% - 4%) Only If the booking value has
been decreased. |
No refunds will be issued in respect of unused portion of hotel accommodation.
Any cancellations signed by the person who made the original booking must
be sent to
our office by fax as e-mails are not acceptable.
We strongly recommend taking trip cancellation insurance.
*Working days are Monday -
Friday from 09:30 to 17:30
In the very unlikely event that the
hotelier cannot provide the booked accommodation, the client
understands that the hotelier's responsibility is to find an
alternative of at least a similar standard, and provide
transportation as appropriate to this alternative hotel.
Turquoise Travel and Tours
takes every precaution to ensure hotels are
professionally managed so that any such occurrence is
extremely rare. Turquoise Travel and Tours shall have no liability in
respect of any other costs, losses or damages existing out
of or in connection with relocation of accommodation since
such relocation is outside
Turquoise Travel and Tours's control.
6.
Whilst every effort is made to ensure your requested room type
is available, we cannot guarantee the actual bedding
configuration of the room. These requests are forwarded to
the hotel and are subject to availability on the day of
check-in. All additional requests (smoking room, etc) are also
subject to availability and cannot be guaranteed by Turquoise Travel and Tours.
6A. Twin/Double rooms: Since hotels
often have many more twin rooms than doubles, they might
occasionally allocate a twin even though a double room is
reserved. If a double bed is of paramount importance to you
we suggest that you advise us of this and we will ensure that
this is communicated to the hotel. In many destinations and
hotels, all double rooms are made up of two single beds pushed
together and made up as a double bed.
6B. Triple/Quad rooms: Hotels may
provide triple/Quad room facilities, which have foldable or
rollaway beds, as opposed to standard single beds. A triple
room usually contains 1 Double bed plus a single or 'rollaway'
bed or 3 separate beds, one of which may be a 'rollaway' bed.
Either may result in a room of restricted space.
7. Special offers
involving free nights are always for a maximum of one free
night Long stay bookings can not be split into two to get more
free nights. In both cases, such split bookings may be refused
by the hotel on arrival or rack rates charged.
8.
During trade fairs and festivals
hotels often impose supplements or do not give us our usual
reductions, which means that the price that you pay may be
higher than the hotel's published rate. This can happen at any
period when rooms are very scarce and when we reserve rooms
many months in advance to ensure some availability for our
customers. We will only sell a room at higher than the
published rate if we feel the customer's interest is better
served by having this room rather than finding nothing
available at all. For such busy periods and only at the
customer's request, we sometimes find rooms in hotels which we
have not seen but have been reliably recommended to us. We do
this to be of service in difficult periods and the customer
accepts that we are acting in good faith, by relying on a
third party for such hotels not vetted by Turquoise Travel and Tours.
9.
Check-in/out times vary from hotel
to hotel. Check-in can not normally be guaranteed before
15:00hrs and check-out is normally necessary by 11:00hrs.
10. If a customer is dissatisfied
with any aspect of his hotel, this MUST be brought to the
attention of the hotel management immediately and the hotel
management must be given adequate opportunity to rectify the
situation from the outset. If the hotelier cannot resolve
matters to the client's satisfaction, Turquoise Travel and Tours must also
be contacted at the earliest opportunity. If having taken the above action
the client is still dissatisfied, complaints should be
received in writing within fourteen days of the clients'
return (or for agents, within fourteen days of the agent
being notified).
11. Every care is taken to
ensure that hotel descriptions are accurate. Descriptive
material on hotels and services is drawn from information
provided by the hotel. As an accommodation booking agency
(as opposed to a tour operator),
Turquoise Travel and Tours cannot be held
responsible for any inaccuracies in such information, nor
can liability be accepted for changes to facilities which
are not communicated to us by the hotel. Particular features
or facilities in hotel descriptions form part of the hotel's
standard offering and their availability cannot be
guaranteed unless specifically requested by the client and
confirmed byTurquoise Travel and Tours
in writing.
12.
Amendments and changes where EITHER the number of rooms
(irrespective of room type) OR the number of nights
decreases will be charged as above. An Amendment must be
confirmed back to you by one of our consultants. If you have
not received a confirmation of the amendment within 24 hours
after submission, it means we have not received it and you
must resubmit it. All amendments are subject to
availability. Amendments directly made with the hotels will
not be accepted.
13.
If you do not arrive at the accommodation on the date on
which you booked, then you will only be entitled to amend
the hotel reservation from the time when Turquoise Travel and Tours receives notification from you during
Turquoise Travel and Tours's working hours. Our
office hours are Monday - Friday: 09:30 to 17:30. All such
amendments are subject to you incurring the charge for the
next twenty-four hours accommodation after
Turquoise Travel and Tours's receipt of
notification. If you leave the accommodation earlier than
the date on which you booked to leave, then there will be no
refund for the unused portion of your stay.
Cancellations notified directly to the hotel will not be
effective. Requests for cancellations and amendments must be
made in writing to Turquoise Travel and Tours Ltd. t/a
Hotel-Net.
14.
Turquoise Travel and Tours makes no
warranty or representation about the suitability of any
product or service purchased by the customer. Where permitted
by law, the liability of Turquoise Travel and Tours shall
not exceed the price of the product or service purchased
by the Customer.
Important Information for Sightseeing Tours -
Scheduled
Sightseeing
- Tips are not
included. These are at your discretion.
- Children
travelling free may not be entitled to meals and
must be carried on the lap of accompanying
adults if no seats are available.
- Suppliers of
sightseeing tours reserve the right to ask any
person to withdraw from any tour if they deem
their acts or conduct offensive or a nuisance to
other passengers and there shall be no further
liability.
- Suppliers of
sightseeing tours decline any responsibility for
articles forgotten or lost in their vehicles.
- Pick up times
from hotels and duration of all tours are
approximate and may be subject to traffic
conditions.
- Where hotel
pick-up is offered, suppliers will pick up from
the majority of major hotels in the city, but
not necessarily from all hotels.
- If the supplier
is unable to pick you up from your requested
hotel, an alternative pick-up point will be
suggested.
- Suppliers of
sightseeing tours reserve the right to alter
itineraries or to cancel the tours at short or
no notice for any reason.
- Where it is
necessary to cancel the tour, you will be
offered at least one of the following options:
- To join the
requested tour at an alternative time or at an
alternative date.
- To join an
alternative tour.
Please ensure you are at your departure point 15
minutes prior to your tour start time
Private
Transfers
• Porterage is not
included.
• Tips are not
included.
• For services where
you have luggage with you, it is your responsibility
to ensure that a large enough vehicle is booked to
accommodate all luggage. If you bring extra luggage
that cannot fit in the vehicle, you will need to
cover any additional costs incurred in transferring
your luggage.
• IMPORTANT -
For clients arriving airports via a corresponding flight:
It is your
responsibility to ensure that you must call the
telephone number provided to notify the transfer office of any
delay immediately from the corresponding airport.
• For services
beginning at airports, stations or ports, it is your
responsibility to ensure that you wait for your
Driver or Representative at the appointed meeting
point as detailed on your voucher. If you experience
a delay in the luggage hall or customs hall, it is important
that you should contact the telephone number provided to
notify the driver waiting for you in the arrival hall.
• For services
beginning at airports, stations or ports, it is your
responsibility to ensure that you wait for your
Driver or Representative at the appointed meeting
point as detailed on your voucher.
• Should you not be
able to locate your Driver or Representative at the
start of a service, it is your responsibility to
call the relevant telephone number as shown on your
Extra Information sheet before making alternative
arrangements.
• For services
beginning from accommodation, please ensure that you
are waiting at the appointed meeting point, as shown
on your voucher, at least 5 minutes prior to your
confirmed pick up time.
• For services ending at
airports, stations or ports, it is your responsibility to
ensure that enough time has been left to complete your
transfer, leaving enough time to complete all check-in and
customs procedures.
• For transfer
services where a Local Representative is included in
the service, they will assist with check-in as
necessary at your accommodation, airport, port or
station.
• For transfers that
include the services of a Driver who speaks either
the local or a foreign language, the driver will not
assist with check-in at your accommodation or at the
airport, port or station unless stated in the
extended description for that particular service.
• For transfer
services where a Local Representative is available
at the airport only, they will escort you to your
waiting driver who will carry out the rest of the
service in your booked vehicle.
• When advising
details for the service you wish to book, it is your
responsibility to ensure that all details sent to us
are correct.
• The durations of
all transfers are representative of the driving time
in average driving conditions. We take no
responsibility for a flight, train or other
connection being missed should the duration of the
service exceed that which we display.
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