Booking Conditions

BOOKING CONDITIONS

Your contract is with Adriatic Travel Ltd trading as Hidden Croatia.

Registered in England No 7075716.

1.         Your Holiday Contract

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

Please check your confirmation invoice carefully on receipt. Amendment or cancellation fees may become payable if you do not notify us of any discrepancies immediately.

If you had not seen these terms and conditions when you made your booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us or to your travel agent, within 7 days of receiving these booking conditions. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel. This clause does not apply if your booking was made within 10 weeks of travel.

2.         Your Financial Protection

We provide security for the money you pay for your holiday through the Travel Trust Association (TTA) Licence Number U7346.. When you buy a TTA protected air holiday package from us you will receive an invoice from us confirming your arrangements and your protection under our Travel Trust Association Licence. In the unlikely event of our insolvency, the TTA will ensure that you are not stranded abroad. All customers' money received by us is held in a designated trust account, which is supervised by an independent trustee. Your funds are held in this account and may not be released until you have completed your holiday or your funds are released to another company which becomes responsible for your financial protection For further information visit the TTA website at http://www.traveltrust.co.uk/

3.         Your Holiday Price

We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.

When you make your booking you must pay a deposit of £100 per person or an agreed sum where flight seats are purchased for you at the time of booking. If we have to make special flight arrangements we reserve the right to charge you the full cost of these flights by way of a deposit at the time of your booking. We will quote you the cost of these arrangements before we confirm your holiday. If we advise that your flights are ‘non-refundable' then no refund will be due to you for your flights if you later cancel unless we can obtain a refund for you from the airline.

A deposit in excess of £100 may also be payable for our Sailing holidays, Villa with Pool holidays and Adventure holidays These holidays cannot be booked on line and the deposit requirements will be advised at the time of your enquiry to our reservations team on 0844 477 9999.

No deposits are payable for infants who must be under two years of age on the date of return travel to qualify for infant status. 

The balance of the price of your travel arrangements must be paid at least eight weeks before your departure date. If the balance is not paid in time we shall cancel your holiday arrangements and retain your deposit.

The price of your travel arrangements was calculated using exchange rates £1 Sterling to Euros 1.08.

Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 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 any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person. If this means that you have to pay an increase of more than 10% 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 (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving 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.

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, 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.

4.            Insurance

If you cancel your holiday, we make charges to cover our costs. The price of medical treatment overseas is often very high and not always fully covered by your EHIC. Repatriation in the event of serious illness or death can cost many thousands of pounds. For this reason it is vital that you take insurance which will usually (but please refer to individual policy terms) cover most of these costs as well as providing some protection for delays over 12 hours, repay some of your expenses for delayed or damaged luggage, your personal liability for accidents and often much more. We suggest you arrange insurance from the day you book.

5.         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 £40.00   per booking and any further cost we incur in making this alteration. 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.

Certain travel arrangements (eg Apex Tickets or ‘non-refundable flights') may not be 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.

6.         If You Cancel Your Holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking on your behalf must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges shown below. Charges may be higher only where the flights we have confirmed to you are "non-refundable." Any party members who travel will receive a revised invoice based on the new party size. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Amount of cancellation charge:

More than 56 days before departure - Deposit only

29 - 56 days before departure - 50%

15 - 28 days before departure - 60%

7 - 14 days before departure - 90%

6 days and under - 100%

7.         If We Change or Cancel Your Holiday

It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons beyond our control or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements (unless for reasons beyond our control) we will pay you compensation as set out in this clause.

In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight and any connecting flight. Please refer to your tickets for details. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard, or changes to your overseas arrival and departure airport. We will not refund your money paid to us if you decide to cancel when we advise you of a minor change.

If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons beyond our control, we will pay compensation as detailed below:

Period before departure within which a major change is notified to you	More than 56 days	29-56 days	15-28 days	7-14 days	0-6 days
Amount you will receive from us	Nil	£10	£20	£30	£40

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Beyond our control: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, industrial disputes or technical problems with transport.

8.         Flight Delays

In the event of a delay to your flight, Hidden Croatia or their representative will approach the relevant airline to request that appropriate standards of welfare and communication of information are provided. Individual airline policies will apply.  

Under EU law you have some rights in some circumstances to refunds and or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not 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 Clause 7. If any payments to you are due from us, any payment made to you by the airline or an insurer will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 0207 240 6061 or http://www.auc.org.uk/.

9.         If You Have a Complaint

If you have a problem during your holiday, please inform the relevant supplier (eg your hotelier) and our resort representative immediately, who will endeavour to put things right. Please complete an Event Report while in resort and ask our representative or the supplier to sign it. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. If your complaint is not resolved locally you should follow this up within 28 days of your return home by writing to Hidden Croatia, 49 The Martlets, Burgess Hill, West Sussex, RH15 9NN, giving your booking reference number and all relevant information. Please note we do not write to clients when we receive Event Reports sent to us by our resort representatives.

If a complaint arising from your holiday contract cannot be resolved amicably we can offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with, the contract. The scheme is arranged and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs.

The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 pm the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within nine months of the date of return from the holiday.

10.       Our Liability to You

If the contract we have with you is not performed or is improperly performed by us or our suppliers judged against local standards and legislation we will pay you compensation if this has affected the enjoyment of your travel arrangements. We monitor the performance of our suppliers and we are responsible for ensuring they comply with the standards and general practices and legislation of their own country. We will not be liable where any failure in the performance of the contract is due to you, or a third party unconnected with the provision of the travel arrangements shown on your invoice and which did not form part of your original package; or where the failure is unforeseeable and unavoidable; or unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised: or an event which we or our suppliers even with all due care could not see or forestall.

Our liability, except in cases involving death, injury or illness shall be limited to a maximum of two times the original cost of the travel arrangements. Our liability shall also be limited in accordance with and/or in an identical manner to:

a)      the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract 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 compensation you can claim for death, injury, illness, delay to passengers and loss, damage or delay to luggage. We are to be regarded as having the benefit of any limitation of compensation contained in these or any conventions.

11.             Assistance in Resort

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised or an event which we or our suppliers, even with all due care, could not see or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

12.            Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday do not form part of your package holiday provided by us. For any excursion or tour 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.

13.       Your Responsibilities

a). Currently UK passport holders do not need visas for the destinations in this brochure. Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates.

b). You must check what vaccinations are required for your selected destinations.

c). Airline regulations require women who are 28 weeks pregnant or more on the date of the return travel to have a doctor's certificate stating that they are fit to travel. All pregnant women should check the time limits for travel as most airlines do not accept passengers who are more than 34 weeks pregnant at the date of return travel.

d). You should advise us if you have any form of disability or impairment which may restrict the enjoyment of your holiday.

e). You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you if your behaviour is, in our opinion or the opinion of the airline pilot, hotelier, other guests or other person in authority disruptive, dangerous, or annoying to other people or property.

f). To take reasonable care of your baggage and to insure any high value items as we cannot accept liability for such items.

g).  To arrange holiday insurance.

We cannot accept responsibility for any extra expense you face as a result of your failure to comply with any of the above points.

FCO (Foreign and Commonwealth Office) advice 

The Foreign and Commonwealth Office produces up-to-date travel information to help British travellers make informed decisions about travelling abroad. For further information please visit www.fco.gov.uk/knowbeforeyougo or telephone 0845 850 2829.           

DATA PROTECTION POLICY 

Your booking: In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc.

The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.

Additionally, where your holiday is outsidethe European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons). Please note all telephone calls may be recorded for training purposes and quality control.

Your data controller is The General Manager. You are entitled to a copy of your information held by us. If you would like to see this, please contact our General Manager. We may make a small charge for providing this to you.

 

  1. The brochure holiday price includes:

• Accommodation and meals as described (supplements may apply)
• Return flights from the UK
• Airport taxes known at the time of booking
• Luggage allowance as specified on documents
• Air Passenger Duty, currently £10 per person for travel to and from EU countries and £40 per person for non EU countries (but due to rise in October 2009)
• Local accommodation taxes known at the time of publication (unless described as payable locally)
• VAT on all holidays to EU countries
• Return transfer between overseas airport and holiday accommodation with most charter flights except where stated otherwise
• Services of our resort representative or 24 hour assistance from our UK Duty Office

2. Not included in the price:

• Charge for paying by credit card
• Holiday Insurance
• Any local accommodation taxes payable locally. We will notify you of any known at the time of booking
• Flight supplements which are shown separately
• Ticket on departure charge. We reserve the right to make a charge for delivering your tickets to the airport for bookings made within 14 days of departure
• Excess baggage charges on flights
• Security deposits in some villas and apartments
• Hotels may make a charge for amenities such as sunbeds, cots, games and sports equipment, saunas, car parking in resort hotels. Any charges for damage to equipment must be settled locally. 

1.       Infants (Under 2 years of age on date of return travel)  

Children under the age of 2 years on the date of return travel are classified as infants. An infant's date of birth must be clearly stated at the time of booking. Infants must sit on an adult's lap with a lap strap. There is no baggage allowance for infants, unless a separate seat is booked and paid for.

A folding pushchair can be carried free of charge. No holiday deposit is required for an infant not occupying a seat, but there is a service charge of £60 payable to cover the cost of airport taxes and administration, which will be added to your confirmation invoice.

Cots (if available) must be requested and confirmed at the time of booking. There may be a local charge for this, and it is recommended that you provide your own cot linen, as that available locally may not be ideal. Experience has proved that for peace of mind it is better to carry a compact ‘travel cot' from the UK.

IMPORTANT - Should you fail to correctly declare the date of birth of infants or children, and/or falsely claim reductions for children, the whole party may be refused permission to board the aircraft unless the proper holiday cost plus the appropriate amendment fee is paid. If the flight is full, a child who is found to be travelling as an infant will be refused permission to board the aircraft. We cannot accept responsibility for any alternative travel arrangements made for the party.

4. Children and young persons' prices

Children must be under 12 on the return date of travel and aged two or over.

We recommend early booking as rooms with three (or four) beds are very limited.

As indicated on the relevant page of our brochure or website a child under 12 years of age qualifies for a child price on many of our holidays.

Any child discounts are subject to the following conditions:

 

• The full adult deposit must be paid for all children except infants
• All children must be accompanied by two full fare paying passengers sharing the same room in order to qualify for child prices specified in the price panels. At some hotels discounts may apply to children occupying a separate room when accompanied by one or two adults occupying their own room but please note single supplements apply. When children occupy their own rooms at these hotels the children's price in the panel does not apply
• Reductions may apply at some hotels to meal or room supplements but children must pay full flight supplements and villa or apartment supplements. Where a child price applies, the child does not count towards villa or apartment occupancy
• Children must be within the age range on the date of their return travel. Their ages must be stated at the time of booking. Any changes you make later will be subject to an amendment charge.

Some variations may apply.

5. Unaccompanied passengers under the age of 18

We cannot accept bookings for unaccompanied children under the age of 16 and some airlines will not accept passengers under the age of 18 unless they are accompanied by an older person. Please check with us for details. We cannot provide any refunds where a single passenger under the age of 18 is denied boarding on the grounds of their age and where we have not been given the correct date of birth.

6. Single travellers and under occupancy

Single travellers occupying accommodation with fewer people than the number shown on the price panel may feel that the cost per person of the holiday appears higher than it should be. There is a reason for this. Our contract with the owners is based on a price per room while our holidays are sold per person, including flights and other elements. Therefore the price per person for a lone traveller must include the total room cost. This also applies to self catering units where, for example, three people may want to occupy accommodation usually sold for four and priced accordingly.

We do not make additional or excessive profits from these sales. The prices charged merely reflect the cost to us. In some hotels, there are rooms designed for single occupancy. In this case there will normally be a supplement but this is usually less than when a single person occupies a double room. Single rooms are often smaller and sometime less well-appointed. We do not know in advance which room you will be allocated as this is normally done by the hotel shortly before your arrival.

7. Special requests

Please inform us of any special requests at the time of booking. Your request will be passed on to the relevant supplier and we will do our best to meet your requirements but NO GUARANTEE CAN BE GIVEN.

8. Travel documents

These will normally be forwarded to you about 10 days before departure. For late bookings confirmed within 10 working days of your travel date, or late payment of the balance due, tickets should be collected from our representatives at your departure airport. If we have to send your travel documents on a Ticket on Departure basis, we will apply a charge of £10 per booking. This amount will also become due prior to departure. Infants should also hold a ticket. Please check that your flight details are correct. We have representatives and / or agents in most resorts and their name and telephone numbers will be provided to you on arrival at your destination airport (package holiday clients only). It is your responsibility to ensure that you and all members of your party comply with all necessary passport, visa or other travel regulations by contacting the appropriate consulate of the country(ies) to which you are travelling. Long delays in obtaining passports can occur, and you are recommended to apply well in advance of your departure. If you have hired, or intend to hire a car whilst overseas you should ensure you take with you the driving licence of all persons intending to drive (copies will not be accepted). You will also be required to produce a credit card on hiring the vehicle.

Before you travel you should obtain the European Health Insurance Card (EHIC). Travellers can apply on-line to: www.dh.gov.uk/travellers or by phone to 0845 606 2030 or by collecting a form from a Post Office. The EHIC assists with the payment of medical bills in resorts in Europe. Your holiday insurance may be invalid if you do not hold the EHIC card.

9. Health & Safety

All the hotels and apartments in this brochure are carefully selected and we ensure they comply with local national fire and safety laws and regulations. Few countries are as stringent as the UK, however, in setting standards for safety, hygiene and fire precautions and the local authorities may not have adequate resources to monitor compliance.

It is always sensible on arrival to familiarise yourself with the layout of your accommodation in order to identify the means of escape in the event of an emergency. Please always check also the depth of your pool before using it, bearing in mind any safety notices and all information provided by our local resort team.

In many countries standards of hygiene and quality of service may differ from those in the UK and we advise that you take care with your choice of food and drinks and where you eat as dietary changes can give rise to stomach upsets. If you have any health or safety concerns, please notify the hotel management and your Hidden Croatia representative immediately. We want you to have an enjoyable and safe holiday.

Please check with your GP or Practice Nurse before you travel or go to the http://www.fitfortravel.nhs.uk/ or www.fco.gov.uk/travel websites (alternatively call 0845 850 2829) for any health advice on the country you are travelling to.

10. Vaccinations

At the time of going to print, it is not a requirement for UK residents to have vaccinations for destinations featured in this brochure. Regulations do change and it is sensible to contact your GP's surgery or the websites above. Residents of non-UK countries may need valid certificates of vaccination and they should seek advice before travel. It is very important to have adequate holiday insurance, which provides comprehensive medical cover including repatriation in case of serious illness.

11. Visas

Currently UK passport holders do not need Visas for any of the destinations in this brochure. Holders of other passports must make specific checks with the Consulate concerned.

12. Baggage

Your baggage allowance is normally 44lbs (20kgs) per person (excluding infants) with one piece of hold luggage. For charter flights your allowance will appear on your tickets or will be advised with your travel documents. On other flights, limits can vary with little notice so we suggest you check the airline's website before travel, or ask us. Special items such as wheelchairs and pushchairs can be carried, but you are advised to check with your airline prior to travel. Baggage in excess of the agreed allowance may not be carried or may be subject to an excess charge. Baggage restrictions vary so please always check your airline's website before packing.

13. Sports equipment & bicycles

Each airline has its own policy relating to the carriage of golf clubs, surfboards, diving equipment and bicycles, and you should contact us at least 2 weeks prior to departure with details to allow time for arrangements to be made. A charge may be made for the carriage of these items. Due to the dimensions of surfboards, we cannot guarantee to carry them on our airport transfer coach to your accommodation.

14. Airport check-in

You must check-in at your UK departure airport, or the overseas departure airport, at least 2 hours before take-off time. Security checks take time and airlines insist that if passengers arrive late they may be refused permission to board the aircraft. If this happens we will make every effort to assist clients with alternative travel but all costs incurred will be the responsibility of the clients and must be paid in advance of travel. 

15. Transfer information

We have indicated an approximate transfer time from your airport of arrival to your holiday accommodation. These times are based on direct transfers to the specified accommodation and they may be extended where the transfer includes more than one property. Times are given as a guide only and transfers may take a little longer than specified during high season. In order to offer flights from as many airports as we can it may be necessary to combine transfers and wait for another incoming flight. We will not usually ask you to wait for more than an hour when this is the case.

16. Resort information

Resort information is given as a guide and we believe it was correct at the time this brochure went to print. Some advertised facilities may not be available or fully operational in the early or late part of the season for a variety of reasons such as the number of participating holiday-makers or weather conditions. In high season all resorts are at their busiest and one should accept that service might suffer a little and noise levels increase. We have no control over any development work in resort. However, if we learn of any development near to the accommodation we feature which is likely to affect the enjoyment of your holiday, we will do our utmost to inform you if there is time prior to your departure.

Independent web sites

We regularly check our own brochures to ensure information is updated but we cannot check all websites provided by hotels and other suppliers for accuracy and cannot accept responsibility for any promises or descriptions made in them. In particular, if you read any comments on independent consumer websites after you have booked, please bear in mind entries are always made anonymously and reflect only personal opinions. If you ask us to change your booking as a result of what you read, all usual amendment and cancellation charges will apply.

17. Accommodation & facilities

Accommodation featured in our brochures and on our website has been selected by members of our staff and descriptions are based on the information available at the time the brochure goes to print. Descriptions show the type of accommodation and the facilities on which the basic holiday price is calculated. Any applicable supplementary charges are shown in the price panel. Additional charges may apply to listed facilities such as tennis, squash, gymnasium, sauna or car parking. TVs in rooms will only usually feature very limited channels in English. It is possible that some facilities within a complex may become temporarily or permanently unavailable (especially out of high season). Pools must be cleaned and maintained and we will inform you of any significant changes as soon as we are made aware of them. Air-conditioning, where mentioned, may only be operating at certain times of the day or year, at the hotelier's discretion and cannot always be set to personal preferences. Such situations are beyond our control. A few hotels and apartments charge for air-conditioning, which is shown on the relevant page.

The grading of hotels is according to local standards and conditions and may vary from country to country. We provide the official rating but our descriptions will give you a better idea of levels of comfort. Many hotels have their own websites but we cannot check these or accept responsibility for their contents.

When we describe a room as sea or lake view, you should be able to stand on your balcony or in your room and have a view of the sea or lake. Views from lower and even some higher floors may be obstructed by trees or shrubs. Where we use the term seaside, your room and balcony may be at an angle to the sea, the property may be some distance from the sea or the view may be over other buildings. Any supplement payable will usually be less than that for a sea view room.

We do not distinguish between terraces and balconies and patios. In historic buildings especially, the balcony may be a Juliet or French balcony or enclosed balcony. Rooms may have twin or double beds. We will pass on any requests but cannot usually guarantee which you will receive where hotels offer both types.

Please contact us if you require any more specific information about resort or accommodation facilities.

18. Apartment / Room allocation

Where there is more than one unit of accommodation, we cannot confirm a specific room or an apartment within the complex. These are usually allocated on a first come first served basis. Booking early may help but we can never offer any guarantees. In most cases accommodation must be vacated by 09.30 am on the last day of your holiday to ensure that rooms are available to incoming clients. At the discretion of the management of your property, you may be allowed to keep your room, but they are entitled to make a charge. Some properties are not available for incoming clients until after 3.00pm.

Some properties require a refundable security deposit to be paid locally; such cases are mentioned in the appropriate property description.

19. Left luggage

When you are required to vacate your property long before your homeward departure time, we will endeavour wherever possible to provide storage for your luggage. However, any baggage that is left in storage or in our representative's care, is left at the owner's risk.

20. Meals

In the description of each property, the meal basis is clearly indicated. Full Board means three traditional meals per day. Half Board normally means continental breakfast and dinner, although some properties may, subject to agreement, allow lunch to be taken instead of dinner. Bon Appetit means a mixed board basis. Buffet-style meals are offered by many properties in full or in part, and these may be either hot or cold. Opening times of restaurants and whether waiter service or buffet style is provided may vary according to management discretion and seasonality. Flight arrival times may mean you miss a meal on arrival or departure. We regret we cannot provide any refunds.

21. Subletting accommodation

The accommodation provided is only for the use of passengers listed on the invoice and any subletting or sharing of accommodation is strictly prohibited. We reserve the right to ask the whole party to vacate the property if it is misused in any way.

22. All creatures great and small

In warm climates, insects and animals are attracted by food and rubbish that is improperly stored. Even the cleanest establishment can attract insects.

23. Flotsam and jetsam!

Debris, including seaweed and jellyfish, can be deposited on seashores according to prevailing winds. There is no specific season when this may occur. Hotels generally clean their beach but sometimes this is controlled by the local authority and we have no control over when this will happen.

24. Fellow travellers

Whilst we can appreciate that other hotel residents can on occasion not act entirely as we would wish, we regret we cannot be responsible for any inconvenience or loss incurred as a result of their behaviour. Some hotels may be accommodating group parties, or providing entertainment/facilities for private functions e.g. weddings or conferences during your holiday.

25. Food Imports

There are strict regulations forbidding the import of many foods into the UK from non-EU countries. For full and up-to-date details please visit http://www.defra.gov.uk/

26. For passengers who are less mobile or with special needs 

We want everyone to enjoy successful travel arrangements. In consultation with specialised groups, ABTA has produced a checklist which we strongly recommend you complete before making a booking if you have a disability or a medical condition requiring special travel, accommodation or dietary arrangements. When contacting us can you please ask for a copy of the form. It should also be used to give information regarding specific needs for equipment and/or medication you may have. It can be completed by you or your travel agent. The questions are not meant to be intrusive - the information you provide will be treated confidentially and will be used only to check that the accommodation, transport and facilities in the destination are right for you. It all helps to ensure you receive a service tailored to your particular needs. Due to their unique nature and location, a number of our properties have unavoidable steps or slopes to rooms, diningrooms and swimming pools. In some cases it is not possible for transfer vehicles to stop immediately outside your accommodation. Some airports may not have dedicated facilities or buggy assistance. Please ask at the time of booking if this will cause you any difficulties.

Calls to us are monitored and recorded. This information was compiled in November 2009 and supersedes all previous versions. Please check with us or your agent that you have the latest information.