Sun-hat Villas and Resorts Booking Conditions

Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking, including other written information we brought to your attention prior to confirming your booking.  Please note that the booking conditions apply as at the time when a booking is made. Important information, guidance and updates may be sent to you by way of email from time to time and you should check for such information regularly.

1. Your contract

Sun-hat Villas and Resorts is a trading name of Sun-hat Ltd ("we", "us", "our"). We act as agents for the owners of villas, apartments and hotels ("the owners"). "you" and "your" refers to you and all members of your party. By ticking the "I agree" box on the website booking form, or signing the offline booking form, you confirm that you are at least 18 years old and authorised to do so on behalf of all persons named on the booking form and you accept that in doing so you form a contract between you and the owners named on the confirmation invoice. Your contract is with the owners named on your confirmation invoice and these booking conditions are incorporated within that contract. Your booking is valid only after a booking form is received by us together with the appropriate deposit, or we have accepted and authorised a credit or debit card payment given by you over the telephone, fax or email, and the booking has been confirmed to you by us in writing on a confirmation invoice. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation invoice. As soon as you receive your confirmation invoice, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport.  As we act only as agent, we have no responsibility for any errors in any documentation except where an error is made by us, and we accept no legal responsibility for any contract you enter into with the owners or for the acts or failure to act of any owner, supplier or other person connected with your booking.

Please note that our accommodation is provided for leisure and holiday purposes only. Subletting, sharing, assignment or reselling of accommodation or otherwise using the accommodation for any commercial purpose or activity (including, without limitation, for yoga or wellness retreats, or use by social media influencers or bloggers) is not permitted. Additionally, should any large gathering of people other than those noted on the confirmation invoice take place (e.g. a party or wedding reception) we must be informed about it at the time of booking.  If we can accommodate this, you may be charged an extra cost for cleaning / maid service and an increased refundable security deposit may apply. We reserve the right to refuse your booking should we not be able to accommodate your request, or if the booking has already been confirmed, cancel the booking in which case our standard cancellation charges shall apply.

You accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar legislation that applies in the relevant jurisdiction where the property is located.

We aim to make sure that the information provided by owners is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the accommodation. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. Occasionally, some facilities or services are not available or may be restricted and if this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility for any changes or closures to local services or facilities mentioned in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to ensure that information we give you about your accommodation and its facilities or services is accurate and complete on the date given but we cannot accept responsibility for any inaccurate, incomplete or misleading information about any accommodation or its facilities and services, unless this was caused by our negligence.

By booking you agree that we have the right either during or after your stay to recover from you, whether via the credit or debit card used to pay for the break or otherwise, the costs of: (i) any property or accommodation damage; and/or (ii) any other costs, fees or levies which we may incur, resulting from your or any member of your party action or inaction and from any breach of this agreement.

In rare cases errors may occur when inputting prices into our reservations system(s) or website(s). We regret that any contract entered into on the basis of an inputting/systems error or erroneous price will be void. In the unlikely event that such a situation arises you will be given the option to either pay the correct price or cancel with a full refund.

Your contract is governed by English law and the English courts have exclusive jurisdiction to manage any disputes between us.  Should any part of our agreement be deemed by law to be void, the remainder of this agreement will, if capable, continue in full force and effect.

2. Prices

Prices are per villa or per apartment/suite or per hotel-room per week and are calculated to accommodate a maximum of two persons per bedroom. It may, on request, be possible to accommodate additional persons for which a supplemental charge will be payable.

Some destinations charge a city / tourist tax and where we are aware of specific local charges, we will display these against each property and these charges will be payable at check-in. Taxes are typically charged at a daily rate of €2 or less per person, but may vary seasonally and different rates / discounts will apply for adults and children. There may be a small additional charge for VAT.

3. Payment conditions

A standard booking deposit of 25% of the price is payable at the time of booking. The balance as shown on the confirmation invoice (the remaining 75%) must be paid in full at least 10 weeks before your first day of rental but where the booking is made less than 10 weeks prior to your first day of rental, the full amount is due immediately. Payment can be made by bank transfer, debit card, credit card or cheque. If the balance is not paid 10 weeks prior to departure, the owners reserve the right to retain the deposit, cancel your booking and apply the cancellation charges as set out in Clause 8 below.

4. Price guarantee

The owners guarantee the price of your accommodation will not change after you have made your booking, and we have issued a confirmation invoice on their behalf.

The price guarantee offers customers who have already booked through us, a refund of 125% of the difference between what they paid for the rental (this excludes any extras booked such as air-conditioning, pool heating, etc.) and the price being offered by another similar company. A similar company is a firm which is a member of an organisation such as ABTA etc. offering financial security. The offer does not apply to misquotes, pricing errors or changes to local taxes. The claim must be made within 48 hours of booking.

We regularly check our rates to ensure they are the lowest available, however should you (before making your booking with us) find the identical property being offered for less by another similar company we will price match and offer you a further discount.

Website prices are subject to change, and can increase or decrease over time due to variations in the exchange rate and special offers. Once a booking has been made, however, the price is fixed and cannot be changed up or down.

Should your booking be for travel dates in the future when the price is not yet agreed with the owner we will state on the quotation, and / or booking confirmation invoice “quoted price is estimated and subject to an increase to be advised”.

5. Special Requests, Disabilities and Supplementary Items

Special requests (for example early check-in, late check-out, a ground floor suite) can never be guaranteed, but we will pass on any special requests to the owners or house managers who will always try to accommodate special requests where possible. Special requests should always be made at the time of booking.

Our accommodation may not be suited for clients with disabilities although some are more suitable than others. If you have a disability and need specific answers to specific questions, we must be pre-advised of this in writing. Please contact us by telephone on 01522 889450 when making a booking.

Where extras such as cots, highchairs, extra beds, pool heating etc. are available there will often be a supplementary charge. The available items and prices for each property are displayed on our website and on the online booking form. All extras must be added at time of booking. All supplemental items are available at the discretion of the property owner.

We do not guarantee the availability of extras which are not booked at the time of booking, and therefore we recommend these are booked well in advance of travel.

6. Arrival at and Departure from your accommodation

Your accommodation will be available from 4.00pm on your day of arrival until 10:00am on the day of departure unless otherwise confirmed in writing on your confirmation invoice. For the avoidance of doubt a request does not constitute confirmation.

Where members of your party stay beyond the time of 10.00am on the day of departure without our prior written consent on behalf of the owners, we may be required to invoice you in respect of any additional time spent at the accommodation, any additional cleaning time needed by local cleaning staff, and any loss caused to the owners or us as a result of disturbance caused to other holiday makers due to be using the accommodation had it not been for the late departure of your party and we reserve the right to issue such invoices as required.

7. Collection and return of keys

The collection and return of the accommodation keys is always your responsibility. Key collection is different from property to property and your specific details will be advised in writing with your booking documentation. It may be either a) from a key safe at the accommodation, b) from the house manager’s office, c) from a reception desk, or, d) you may be met at the property.

At the end of the holiday it is your responsibility to return the keys to the same place as collected.

8. Changes or Cancellations made by you

If you want to change or cancel your booking, you must write to us. We will do our best to assist where possible with any reasonable changes you wish to make, but they may not be possible. An amendment charge of £40.00 per person shall apply in addition to any costs levied by the owners as a result of the change of details. Such charges will be notified to you once you have told us what you wish to change. Where you have requested a change to the date of the holiday less than 10 weeks prior to departure, the holiday booking shall be deemed cancelled and the cancellation charges referred to below will apply.

It is a condition of booking that you take out travel insurance to cover you and your party for losses in the event you are unable to travel due to illness or any other reason.

No refunds are payable in the event that you have to cancel or cut short your stay for any reason and if any person(s) in your party needs to cancel, this will not normally affect the total cost of your booking.

9. Changes or Cancellations made by the owners

9.1 Minor Changes

Most alterations or changes to the property details are minor, for example the withdrawal of facilities at your accommodation; changes made by the property owner but not advised to us; typographical errors within the property description. We will always do our best to advise you of such changes as soon as we are aware of them.

9.2 Major Changes

Although unlikely, the owners reserve the right to substitute different accommodation of a similar or equivalent standard to that booked by you if, for some reason the property that you have booked becomes unavailable. In the event of a major change you have either the option of accepting the alternative accommodation offered (for the avoidance of doubt where the alternative accommodation has a lower price than the amount that you have paid, you will be refunded the difference and where the alternative is of a higher price then you may have to pay the difference between that amount and the increased price) or you may choose to cancel your rental and we shall use our reasonable endeavours to obtain a prompt refund of all monies paid. We have taken reasonable steps to ensure that any owners, companies or suppliers used either in the UK or abroad are reputable. We have however no direct control over such organisations / people or their employees and therefore cannot take responsibility for them.

In the unlikely event that circumstances beyond our control necessitate the cancellation of your rental we shall use our reasonable endeavours to obtain a prompt refund of all monies paid but we shall not be liable for any additional compensation.

10. Your Accommodation

10.1 Occupancy and Young Adults

Your accommodation is reserved for the exclusive use of the persons named on the booking form / party members list, and no other person(s) may use the property. Please note that groups of young adults (18 - 25 years) may not be accepted for sole occupancy in some properties, and therefore we ask for details of ages on the booking form. If you are a group of young adults aged under 25 you must check with us that the owner will accept your party and there may be an additional deposit required.

10.2 Accidental Damage Waiver (ADW), Refundable Key Deposits, and Refundable House Deposits.

Accidental Damage Waiver (ADW)

Most of the Villas and Apartments we feature are covered for accidental damage by a non-refundable charge of from £9 - £15 per person per stay depending on the property. The Accidental Damage Waiver (ADW) is added to your confirmation invoice and is payable with your balance payment. For rentals periods of greater than 15 nights a house deposit as opposed to ADW may be applicable.

The ADW covers you for all accidental damage to the property during your occupation up to the value of £2000. This waiver expressly excludes damage caused through negligence, misuse and / or vandalism. For any damage to the property which exceeds the value of £2000 or caused by negligence and / or vandalism we shall be asked by the owner / house manager to invoice you for immediate payment, and we reserve the right to do so.

The ADW does not cover lost or missing house keys or call outs where you are accidentally locked out.

Refundable Key Deposits

A £150 refundable key deposit will apply to all bookings with an ADW applied. The £150 is automatically returned to your payment card or by transfer within 14 days of the date of your departure from the accommodation. The owner reserves the right to charge your key deposit for any extra charges including cleaning fees should you fail to check out at the agreed time.

Refundable House Deposits

Certain bookings especially in the most prestigious properties and where the property owner demands, may be subject to a deposit of between £500 - £2500 or more, the "House deposit", in lieu of any charges in respect of the additional specialist cleaning or damage to high value furniture and equipment, and any damage howsoever caused to the property. The deposit, subject to the events listed in this clause, shall be refundable and repaid to you within 14 days of the date of your departure from the accommodation. Your liability for the property extends beyond the "House Deposit" taken for your accommodation. Any damage caused to the property must be reported to the local house manager immediately and any damage cost will be deducted from your house deposit. For properties where a house deposit applies an ADW will not be applicable.

General Note

Hotels, Apartments, Suites, and Villa complexes with a reception desk check-in and where a credit card guarantees your extra charges are outside the ADW and refundable key deposit system.

10.3 Services in the accommodation

10.3.1 Maid Cleaning Service

A maid cleaning service is included in all of our properties.

The service will always include: clean bed-linen and bathroom towels on arrival and a full change at least once weekly (clean on arrival and a change after 7 days (approx.). The frequency of cleaning varies according to the property. Additional cleaning is normally available on request for a small charge. Pool and beach towels are included in some properties and excluded in others. You should check the website description or e-mail us. Cleaning of pool towels is usually not provided in the cleaning service in self-catering villas.

10.3.2 Internet and Telephone

Most of our private Villas are supplied with internet services at no additional cost, in some resorts (e.g. Hilton) there is a charge for internet services. In Portugal, Spain and Italy downloading files or streaming TV services may be limited or subject to buffering as a result of limited speeds. WiFi internet access is provided for pleasure and not for business purposes, and, where available, is not guaranteed and is provided subject to third party terms and conditions which are available when accessing the system. The facility is not subject to any particular security, and only has limited filtering measures and requires continuous parental supervision when used by children. WiFi coverage it is not guaranteed throughout the Villa or Resort. For example, free Wi-Fi may only be available in the hotel lobby. Connection speeds will vary by accommodation, and no guarantee of availability can be provided.

10.3.3 Satellite and Cable TV

Where satellite or Cable television is advertised this may mean BBC and/or ITV and in some properties Sky TV. However, in some properties only a limited selection of satellite services is available. We cannot guarantee the precise channels offered as these services change from time to time, and we may not be advised of such changes. If you ask us to clarify which services are supplied at a particular property we can usually find out. Neither we nor the owners may be held liable for the loss of provision of these services in the case of technical issues or should services be withdrawn by the provider for any reason.

10.3.4 Maintenance of Swimming pool and outside areas

Private swimming pools and garden areas where mentioned, as well as the properties themselves will be maintained on a regular basis (usually a weekly visit) during your stay by staff who have direct access to the property. These staff are employed by the owners of the property and may arrive to commence their work without prior notice.

10.3.5 Swimming Pool Heating

Many of the properties featured have heated swimming pools. This feature is usually an optional extra and carries an additional charge. The cost varies from property to property and sometimes season to season, and is subject to a minimum charge of 7 days. Please check the individual property details. The water temperature cannot be guaranteed as this will depend on ambient temperatures, the type of the heat pump, and whether a pool cover is used. Pool heating is switched on a few days in advance of arrival to pre heat the pool and may be switched off a few days prior to departure. We are unable to make refunds of pool heating payments for days not required.

10.3.6 Air-conditioning

Where air-conditioning is available it is either included in the property cost, or a chargeable extra.   You should check the property website details, and, if required, select this on the booking form. Air-conditioning systems do sometimes fail to function and there is no guarantee that AC will be continually available throughout your stay. Neither we nor the owners will be liable in the case of mechanical failure. When temperatures are very high in mid-summer air-conditioning systems may not deliver the low ambient temperature you expect. The owners do not guarantee the indoor temperature. Air conditioning, whether included in the property cost, or as a chargeable extra is provided on the basis of 'reasonable use' and, should not be left running constantly whilst rooms are not occupied. Excessive use may cause damage and / or breakdown and this may incur a surcharge.

10.3.7 Utilities & Equipment

In some of our properties, during low season periods (October – April), gas, electricity, and heating "the Utilities" are supplied on a metered basis and the cost of supplying utilities to your property during your stay shall be calculated according to the usage and deducted against your House or Key Deposit. The property description will state if your property price is inclusive or exclusive of these charges. Neither we nor the property owner will accept any responsibility for the failure of, or interruption to, the provision of any of the utilities, WIFI, kitchen appliances, laundry appliances, air-conditioning services etc.

10.4 Your belongings

All baggage and articles retained at the property are kept at your own risk. You are advised to secure the property when you are not in residence and at night. Many properties are fitted with a house security alarm, the keypad combination for this will either in the directions pack or provided to you shortly after your arrival at the property. Should you need assistance with the operation of the alarm please contact us locally or the local house manager for your property. If your Villa is fitted with a safe this should be used at all times for your money and valuables.

No fireworks (including sparklers), illegal substances or similar item may be brought into any property under any circumstances by you or anyone in your party.

10.5 Complaints

We are committed to working only with those owners who offer the best holiday accommodation available which are cleaned and maintained to the highest standards. However, should you have cause for complaint about your accommodation whilst on holiday, including injury as a result of an accident at the property, you should contact the local representative or agent without undue delay. The name and contact details are set out on the confirmation invoice and accommodation voucher. If you are unable to reach the local representative or agent, or remain dissatisfied with the solutions provided by the local representative or agent, you are advised to telephone and email us in the U.K. on +44 1522 889450 / concierge@sun-hat.com. We shall liaise with the local team and / or agents / owners to try to rectify the problem, save where circumstances are beyond our reasonable control or the reasonable control of the owners.

Any issues or complaints must be reported immediately to resort teams to give the local team and property owner the opportunity to resolve the matter. Failure to report an issue at the start of your stay removes the opportunity to find a resolution, and therefore property owners will not accept complaints made retrospectively. 

If the complaint cannot be rectified whilst you are on holiday, then you should write to us within 28 days of returning to the UK to: Customer Services, Sun-hat Villas & Resorts, 103 Newport, Lincoln. LN1 3EE and we will pass your complaint on to the owners, and respond to you. Please note, the contract is with the owner and not us, we will not be liable for any breach or any negligence of the owners, their servants, agents or employees.

10.6 Behaviour and Safety

You are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the family environment and should not be aggressive, excessive, noisy or disruptive, especially at night. Offensive or illegal behaviour will not be tolerated. The owners reserve the right to terminate your holiday in the event that your behaviour or that of a member of your party is such that it is likely to cause distress, damage, danger or annoyance to other guests staying at the same property or close by, employees or any third party. If you or a member of your party are prevented from travelling because in the opinion of any person in authority you or a member of your party appear to be unfit or likely to cause discomfort or disturbance to other parties, the owners will have no further liability to complete your rental arrangements. We will not be liable for any refund, compensation, or any additional costs incurred by you. We cannot accept any liability for the behaviour of others staying at our accommodation.

There is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your resort and accommodation. Many establishments, especially in cities and major beach resorts, accommodate conventions and conferences. The accommodation we feature is often shared with guests from many other countries with different cultures and customs and we have no control over the acceptance of bookings at the accommodation. We are therefore unable to accept responsibility for any limitation of facilities due to such groups or inconvenience that their activities may cause you.

There must be at least one capable and responsible adult over the age of 18 in every accommodation unit. You are responsible for the supervision of all members or your party under the age of 18 and parties who are not supervising their children responsibly may be asked to put appropriate arrangements in place or to leave the relevant facility.

10.7 Building Works

Resorts are always developing, and therefore new building work and refurbishment work is always taking place. This may commence with little or no warning to neighbouring owners. As a responsible agent we take steps to monitor building works. If, in our opinion, a neighbouring building plot or plots would seriously affect your property with either noise or dust pollution or both, then we will use our best endeavours to find a solution.

Where roadworks or public works occur at short notice or without notice, and which are outside of our control, neither the owner nor ourselves can be held liable for any inconvenience to you, but will act to seek recompense from the property owner to compensate you, and when this is agreed, pay this to you on behalf of the property owner.

10.8 Descriptions, Photography and 360 presentations

We thoroughly check our website descriptions, however, details may change as property owners and hoteliers update and improve their facilities. The photography and 360 presentations on our web site are normally up to date and give a general impression of the individual properties or resorts. We do not take any responsibility for any views or objects such as furniture, paintings, etc. which appear in the pictures, but may have been removed or changed, nor for any changes to aspects of views since the photography was produced.

10.9 No Smoking and No Pets

All of the properties featured on the Sun-hat Villas & Resorts website operate a strict no smoking and no pets policy. Should any of your party be suspected of smoking inside the property, or should you take a pet without prior written consent your rental will be terminated immediately with no refund.

10:10 Insects in your accommodation

In many properties, especially beach resorts, insects within the accommodation  (e.g. mosquitoes, ants, cockroaches.) are inevitable. It should not be considered a lack of cleanliness, and is simply a fact of life in these destinations. Please also note that some resorts may have open air dining facilities, which may attract wildlife such as birds, cats, etc, and some resorts may permit pet dogs for other guests. We ask that you refrain from feeding wildlife at your property.

11. Force Majeure

Neither we nor the owners accept liability in any circumstances where performance and/or prompt performance of the owners’ obligations is prevented as a result of war, riots, civil strife, terrorist activities, natural disasters, industrial disputes, fire, nuclear explosion, adverse weather conditions etc.

For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, click here.

12. Insurance and Liability

It is a requirement for you and all members of your party to have adequate travel insurance and you must supply full details of your travel insurance to us on booking your holiday or at least within 14 days of booking.

The owner’s terms and conditions may limit or exclude their liability to you, usually in line with international conventions which apply (for example, the Athens Convention for international travel by sea). The terms and conditions are available from the suppliers if you ask.

As we act only as agents for the owner, we cannot accept any legal responsibility for any act or neglect on their part or of anyone representing or employed by them, and we cannot accept any liability for any problems or faults with or in any property as all properties are only controlled by the owners.

Our responsibilities to you are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith.  If we are found to be at fault in relation to any service we provide (as opposed to any service provided by the owner for whom we are not responsible), we will not pay more than the commission we have earned for the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover from elsewhere.

You are required to follow strictly any safety advice or instructions provided to you. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in their course of their employment, or for any criminal act we may commit.

Neither we nor the owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s control. If we know about a problem before you arrive, we will contact you to let you know. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming-pool filtration systems, nor for the failure of public utilities such as water, gas and electricity.

We accept no liability for any accident, loss or damage to your property unless such loss, damage or accident is demonstrably due to our negligence.

Please note that we are not responsible for any matter of which you were aware and which you did not bring to our attention during your holiday.

Some resort facilities, such as shops, bars, restaurants, communal pools, water sports and water parks for example, may not operate at all times. We have no control over opening times and dates and accept no liability should any such facility be closed at any point during your stay.

13. Fraud

If in our opinion you are attempting to act fraudulently in the funding of your booking, or that you or any person on your booking or acting for you attempts (or has attempted) to deceive or defraud Sun-hat Villas & Resorts in any way (including unfairly claiming compensation or a refund) we reserve the right to seek all remedies available to us and will cancel your booking and all future bookings without further notice and refuse future bookings, and seek to recover monies from the persons involved.

14. Passports, Visas and Other Travel Requirements

A valid British Passport is necessary to visit Portugal, Italy, Spain, Croatia ,and Barbados. If you or a member of your party is not a British Citizen you should contact your Embassy to find out if you or a member of your party should obtain a Visa prior to your departure date. We are unable to accept responsibility for your failure to carry valid passports, visas, or driving licences. Some countries, including Portugal, require persons under 18 years old who are travelling with friends and not family to hold a letter of permission from their parent or guardian.

In some countries the local tourism authorities require Villa Owners to report the names, addresses and passport details of guests staying at their accommodation and we often assist in this process by obtaining this information in advance. Since Brexit was completed, your British Passport must be no more than 9 years and 6 months from it date of issue whilst you are abroad. We recommend you check to ensure your passport was only issued for 10 years as some were issued for longer.

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

For more information about your chosen destination and for latest travel advice we recommend that you also refer to the Foreign and Commonwealth Office at https://www.gov.uk/foreign-travel-advice.

Holders of current UK and EU member states passports do not require visas to enter EU member states, nor are (non-Covid-19) vaccinations required at the time of this publication.  All non-EU passport holders must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.

Requirements may change and you must check the up to date position in good time before departure. For example, from November 2023 an ETIAS is being introduced for travel to the Schengen area. This is a security measure and not a visa but it is a requirement of travel.

It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. This includes not being able to travel due to a mislaid, damaged or lost passport.

15. Personal Information

We have the right to obtain the name, date of birth, address and gender of each member of your party before confirming your booking or at any time. Failure to provide us with full details of the make up of your party prior to your arrival may result in access to your accommodation being delayed or denied. All personal information we collect and hold about you and members of your party will be used in accordance with our privacy policy, available on our website.

16. ABTA membership

We are a member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. 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.

For Reservations Call: 01522 889450