Terms and Conditions
Our Commitment to You
OUR COMMITMENT TO YOU
FINANCIAL SECURITY - See Seperate Tab
The price of your travel arrangements is subject to surcharge on the following items for increases in transportation costs e.g. fuel, scheduled air fares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator/organiser, Government action such as increases in VAT or any other Government imposed increases, currency in relation to adverse exchange rate variations. Where a surcharge is payable there will, in addition, be an administration charge of £1 together with an amount to cover the agents’ commission. If this means paying more than 10% on the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel because of this you must exercise your right to do so within 14 days from the issue date printed on the invoice.
All prices include VAT on all holidays to EC countries. The exchange rate used in calculating VAT and known costs may differ for each product, based on the publication date for the relevant brochure.
For Summer 2018 the exchange rate used is as follows:
Hotels, Tours & Disney £1.00 = €1.14
Lodges, Chalets & Apartments £1.00 = €1.20.
CANCELLATION BY US
We may cancel your holiday in the following circumstances:-
(a) if the holiday becomes impracticable or inadvisable by reason of hostilities, political unrest or, without limitation, any other unusual or unforeseen circumstances beyond our control.
(b) if we do not receive the minimum number of bookings which we require to run the holiday by 35 days before the scheduled departure date, in which case we will inform you in writing of the cancellation 28 days before the scheduled departure date.
(c) if you have not paid for your holiday in full not less than eight clear weeks before the tour departure date. If your holiday is cancelled under either sub-paragraph (a) or sub-paragraph (b) above, we will, if we are able, offer you an alternative holiday which you may accept, in which case we will refund the difference between the price of the original holiday and the alternative holiday (if the alternative holiday is less expensive) or you will be required to pay us the difference between the price of the alternative holiday and the original holiday (if the alternative holiday is more expensive). You will be entitled to a full refund of all the monies paid by you to us for the holiday, should we not offer, or you do not wish to accept a substitute holiday.
If the holiday is cancelled under sub-paragraph (c) above, you will be taken to have cancelled the holiday and, from the date of our notification, clause 2 of ‘your commitment to us’ will apply, including in relation to cancellation charges.
ALTERATION BY US
The Company reserves the right at its own absolute discretion to alter the itinerary of the tour and in extreme circumstances re-locate clients to alternative accommodation or type of seating of similar cost or better standard as it shall deem necessary and in such event the Company shall not be liable to the passenger for any losses, damages or inconvenience resulting there from.
If a major change becomes necessary, we will inform you or your travel agent as soon as is reasonably possible if there is time before your departure. A major change is one that we make to your holiday arrangements before departure, that involves changing your UK airport(s), resort area or time of departure or return by more than twelve hours, or offering accommodation with a lower standard. You then have the choice of: (A) accepting the changed arrangements as notified to you; (B) purchasing another available holiday from us; or (C) cancelling your holiday. Compensation payments: (per fare paying passenger (If you choose (A) or (B) your holiday cost will be reduced by the amount shown.
If you choose (C) we will refund all money you have paid plus the compensation shown below. Compensation payments do not apply to major changes or cancellation caused by reason of war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disasters, fire, technical problem to transport, closure or congestion of airports or ports, cancellations or changes of schedules by scheduled airlines and similar events beyond our control.
|Notification more than 35 days before UK departure (resort arrival for Accom Only)||35-15 days||14-0 days|
CONDITIONS OF CARRIAGE
Your contract, made under the conditions of this Fair Trading Agreement, is subject to English law and jurisdiction. When you travel with an air or sea carrier we act as an agent for the relevant carrier. The carrier's Conditions of Carriage apply, some of which limit or exclude liability. These conditions are often the subject of international agreements between countries, and copies of the carrier's Conditions which apply to your air or sea travel are available for inspection at Siesta's registered office or the relevant carrier’s website or headquarters.
Some coach journeys are operated by vehicles other than those owned by Siesta International Holidays Limited and the specification may be different to that detailed in this brochure. The Public Service Vehicle (Conduct of drivers, conductors and passengers) Regulations as amended 1990, apply to all coaches throughout any holiday in the UK - See also ‘Luggage’ clause 12.
OUR LIABILITY TO YOU
We accept responsibility for services which we are contractually obliged to provide should they prove deficient or not of reasonable standard. We accept responsibility for any loss or damage which you may suffer on holiday as a result of the negligence of our employees or agents.
Most accommodation and transport is provided by independent suppliers, for whom we will accept responsibility on the terms set out as follows.
If you or any member of your party suffer death, bodily injury or illness arising from the negligence of our suppliers, their sub-contractors, servants and/or agents, we will accept responsibility provided that they were acting within the scope of, or in the course of their employment when the accident occurred. Should any payment be made to you or any member of your party by us in any of the circumstances referred to in this section, we reserve the right to claim in your place against the person or organisation responsible for causing the illness, injury or death. This means that you must agree to assign that part of your rights to us and we will be subrogated to those rights. For air, sea and land carriers performing any domestic or international carriage of whatever kind of liability is governed solely by the relevant conditions of carriage mentioned above in ‘Conditions of Carriage’.
PREMIER/CLUB CLASS FACILITIES
Unfortunately, with any form of travel, ALL travellers must be prepared for delays to delivery dates, essential operational changes, acts of God, breakdowns and technical faults. Although against our image/policy, as a last resort and only in an ‘emergency’ we reserve the right to utilise a non-Premier/non-Club Class coach in which case any goodwill/refund would be relevant to distance affected.
Note: With regard to the above, any refund relevant to distance, does not apply to the UK or the Resort areas where all coaches revert to ‘Feeder’ status to avoid multiple drop-offs (and could be via mini bus or taxi).
AIR CONDITIONING, AUDIO/TV SYSTEMS
There will be no compensation paid for loss of these systems.
GENERAL CONDITIONS AND INFORMATION
Data Protection Statement
Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. If you travel outside the European economic area, controls on data protection may not be as strong as the legal requirements in this country. We will only pass your information on to persons responsible for 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 will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.
All brochure descriptions are advertised by us in good faith and every care is taken to ensure their accuracy. However since we include so much detail and since the brochure is prepared up to 20 months in advance, there may be occasions when an advertised facility or entertainment is not available during your own particular holiday. Certain facilities require maintenance and sometimes have to be temporarily withdrawn from use for such work to be done. Other activities may not operate for reasons such as unstable weather conditions or lack of support. The operation of certain amenities and facilities may be subject to local licensing laws or religious holidays.
Regrettably, errors and omissions in information and prices can occur. It is your responsibility to check all details of your chosen holiday.
Passport, Visas, Health and FCO Advice
If you are a British citizen, you need a full 10 year passport for all holidays in this brochure. If you hold a non-EU or non-EEA passport, you should call the consulate of the countries you plan to visit (or travel through) for advice prior to making any reservation. Passport advice can be found at www.ips.gov.uk or by phoning the Identity & Passport Service Adviceline on 0300 222 0000.
At the time of going to print no vaccinations are required for holidays in our European Coach Holiday brochures. However, regulations may change, therefore, it is advisable to check with your doctor or the Department of Health and Social Security before travelling.
Health advice can be found in a useful Department of Health leaflet ‘Advice on Healthcare Abroad’ at www.dh.gov.uk. This site also provides links to get further information on the European Health Insurance Card (EHIC). The Foreign and Commonwealth Office produces up-to-date travel information to help travellers make informed decisions about travelling abroad at www.fco.gov.uk.
We cannot guarantee special requests such as (but not limited to) pool view, adjoining rooms, high/low floors, coach upper/lower decks or front seats. Alleged verbal confirmation of these requests by us will be classified null and void without a confirmation/guarantee in writing and signed by the company. All bookings are accepted on this understanding.
Limited availability and availability of facilities
With all advertised holidays special offers, free holidays, free transfer coaches etc., availability is limited and is strictly on a first-come first-served basis and offers will close once full.
Certain facilities are not available early or late in the season, and, even in the height of the summer, advertised events and facilities such as Barbecues, Entertainment, Kids Klub etc., may be withdrawn owing to inclement weather conditions, technical problems or lack of support.
Early season note : School/Youth Groups
During the period March-June it is common for hotels, throughout Europe, to have groups of schoolchildren staying with them.
Unless actually specified and named, your resort and accommodation will be allocated on your resort arrival.
A ‘Double’ room is a room with a double bed. A ‘Twin’ room is a room with two single beds. A ‘Single’ or ‘Twin for sole use’ is a rooms with one or two single beds. Single rooms are often smaller, may not have a balcony and may not be of the same general standard as regular twin rooms. A ‘Triple’ or ‘4-bedded’ room is usually a twin room or double room with extra bed(s) added. This can make the room cramped in many cases. Any extra bed(s) may be of the folding type so that they can be moved in and out of the room easily.
Hotel prices are per person and based on minimum 2 adults sharing a twin/double room.
Realistically, all travellers to anywhere with any company or any method of travel must be prepared for delays from time to time.
(a) All tickets and vouchers are issued by the Company subject to the condition that the Company shall not be liable to the passenger for any injury, loss, damage, delay or inconvenience caused to or suffered by the passenger which may be occasioned either by reason or any defect in any vehicle, equipment or building provided by the Company or through the acts or commission or omission of any company, firm or person or any employee or servant of any such company, firm or person providing transport, accommodation, refreshment, insurance facilities or services in connection with the said holiday.
(b) Similarly the Company shall not be liable for any damage, losses or additional expenses incurred or suffered by the passenger as a result of delays or change in route by road or by sea as a result of sickness, quarantine, weather, war, strike, lock outs, civil commotions or change of itinerary.
(c) Similarly, if a delay affects other commitments, such as recommencement of work or other appointments, the Company and the Insurance Company will not indemnify the client and will not be held responsible for any loss. Please accept that coaches can develop technical faults and require replacing as do certain on-board facilities, and remember if you do travel for business or pleasure, by land or sea or air, delays can occur for any reason whatsoever and should be anticipated. This does not effect your statutory rights. (See ‘Premier/Club Class Facilities’ shown above)
Pre-existing medical conditions
As with all insurance policies, the travel insurance we offer does contain a number of terms and conditions. These specifically exclude any pre-existing medical conditions and we would ask you to carefully read the relevant sections of your insurance document. This not only applies to those travelling within your party, but to anyone whose health may affect your holiday. If you are in any doubt at all then you must contact the underwriters for validation and acceptance of the risk. See Clause 9 ‘Your Commitment To Us’
Pets - No pets of any description are allowed.
Lodges and Chalets have high steps and narrow internal doors etc. All sites also have unsurfaced and undulating areas - please see the "Accessibility" section on our website of the holiday parc in question for more details. Regrettably, coach layouts (stairs/toilet) mean that coach travel may be unsuitable for infirm persons with restricted mobility.
Carriage of Wheelchairs : If advised in advance we will transport a folding non-motorised wheelchair free of charge in addition to your baggage allowance, however due to space limitations this is only possible in the luggage compartment and it will not be accessible during your journey. Requests for carriage of a wheelchair or any medical equipement which is not contained within your existing luggage allowance must be made at time of booking and must be noted on your Confirmation Invoice in order for the wheelchair to be accepted. We do not bear any responsibility if we are not informed of the wheelchair and are not able to carry it due to lack of space. Please note that motorised wheelchairs or mobility scooters cannot be transported.
Whilst every effort will be made to ensure the safety and comfort of all handicapped or wheelchair bound clients we cannot guarantee that the services provided are suitable for all such clients.
INFANTS (0-23 months) & Children
Infants aged under 2 years at time of homeward journey may travel free of charge without a coach seat, luggage allowance or a bed in your accommodation. If you are bringing a child car seat, or if you require extra space or a luggage allowance, you must book your infant as a child, not an infant, in order that we will allocate them a coach seat. For the comfort of our other passengers we do not permit an infant to travel on the lap of a single traveller. There must be at least 2 coach seats per infant travelling without a seat.
Cots and High Chairs are available to hire in all resorts upon request.
For Self Catering Lodges, the cot space will be in the living area unless one of the bedrooms is unoccupied
Child ages are as stated in our brochure, on the relvant webpage or as quoted at time of booking. For our Self Catering holidays to Lodges, Chalets & Apartments a traveller will be classed as a child if aged 17 or under at time of outward travel. All passengers aged 17 or under at under at the time of outward travel, regardless of destination or accommodation type, must be accompanied by an adult with parental respnsibility. No bookings with unaccompanied under 18's will be accepted.
In order to be eligible for child discount or a free/special child price, there must be 2 adults on the same booking and sharing the same accommodation or hotel room as the child
GOVERNING LAW & WEBSITE USE
This website has been designed for use within the United Kingdom. By accessing this website you are agreeing that the Courts of England will deal with any disputes which may arise between you and us, and that English law shall be the applicable law.
ALL SMOKING INCLUDING E-CIGARETTES ARE STRICTLY FORBIDDEN ONBOARD OUR COACHES, AND INSIDE LODGES & CHALETS. Smoking in hotels, apartments and in all public areas (indoor & outdoor) is subject to local and EU regulations and no-smoking area notices should be observed.
Your Commitment to Us
1. BOOKING FORM AND PAYMENTS
(a) The company requires possession of the signed booking form plus the deposit stated thereon (including infants travelling free and children free/special price) and this amount is payable to the Company immediately. The acceptance by the Company of a deposit (or full payment if within 8 weeks of travel) shall not imply acceptance of the reservation. Acceptance of a passenger's reservation as aforesaid shall be in writing and delivered to the passenger by pre-paid letter post at the address appearing on the booking form for clients booking by telephone or in person, or by email or downloadable format for clients booking online, or shall be given to the passenger personally, errors and omissions excepted.
(b) The company shall not be liable to the passenger for any loss or damages suffered whether direct or indirectly as the result of the Company's failure to accept a reservation or for errors and omissions.
(c) On acceptance of the reservation by the Company the deposit shall be deemed to be in part payment of the tour departure date appearing in the booking form and is not refundable.
(d) The balance of the said tour price shall be received by the Company not less than eight clear weeks before the tour departure date appearing in the booking form (unless advised otherwise on that form). In the event of non-payment of the said balance as aforesaid the reservation shall be deemed to have been cancelled by the passenger and the Company shall be at liberty to forfeit the deposit and any monies paid on account of the price.
(e) Any money paid by you to a travel agent is held by the agent on behalf of Siesta International Holidays Limited
(f) It is the client's responsibility to check all invoices/tickets etc. for any human or mechanical errors in respect of the accommodation and travel in order to give the company the opportunity to rectify the same.
2. CANCELLATION BY YOU
A cancellation can only be accepted in writing from the person who signed the booking form or for internet bookings by e mail from your Siesta e mail account. The cancellation will be effective from the date it is received at our offices. In the event of a cancellation either for one or all persons named on the booking form, we will levy our scale of cancellation charges, which is based on the estimated expenses and losses suffered by us as a result of cancellations.
The scale is as follows:
|Period before UK departure date (resort arrival date for Accom Only)
within which written notification is received
|MORE THAN 56 Days||29 to 56 days||15 to 28 days||1 to 14 days||Dep. day or after|
|Amount of cancellation charge shown as a % of the total holiday
price inclusive of extras (but exclusive of insurance premiums)
The minimum cancellation charge in any case is the amount of the deposit paid. Cancellation charges occurring within the scope of the insurance may be reclaimed direct from the insurance Company when cover has been affected.
3. ALTERATION BY YOU
If, after your booking has been confirmed, you wish to change to another of our holidays within this brochure or alter your booking in any way (e.g. by changing your departure date, accommodation or mode of travel) we will do our utmost to make the changes, provided written notification is received at our offices from the person who signed the Booking Form, at least eight weeks before your departure date. This must be accompanied by a minimum payment of £10.00 per person (maximum £40.00 per booking per change) to cover our administration costs. N.B. Any alteration by you within eight weeks of departure will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out above. Any new arrangements made will be treated as an entirely new booking. If your booking changes because someone in your party cancels, we will recalculate your holiday cost based on the new number of people going. If fewer people share the accommodation then the cost for them may go up. This extra cost is not a cancellation charge, and is not covered by your holiday insurance.
Your Accommodation is available for use only by those persons accepted by us and named on the booking form in writing.
4. CANCELLING YOUR COACH SEAT
Cancelling your coach seat and changing your booking to Accom Only outside 8 weeks before departure will incur an administration fee of £25.00 per seat. Inside 8 weeks, cancellation fees will apply (excluding FREE’s) - See Clause 2.
5. CHANNEL CROSSING
The client accepts and agrees this could be by Eurotunnel OR Ferry at the Companies discretion.
6. SOMETHING NOT TO YOUR LIKING?
(1) Bring it to the attention of our representative at the time when he/she should try to rectify it
(2) If nothing can be done about it then, complete a client report form signed by our representative at the resort or on the coach (which ever is relevant).
(3) If you intend to complain, forward your complaint in writing to our Customer Relations Manager at our Middlesbrough office within 10 days of your return.
Please note: All these points 1, 2 and 3 are conditional for any complaint consideration. No verbal complaint will be handled in the UK
Coach Holidays Only: Should your complaint not be resolved and you wish to pursue the complaint further the Bonded Coach Holiday Group have an Alternative Disputes Resolution Scheme and full details are available from BCH/CPT. Please contact them at, The Confederation of Passenger Transport, Fifth floor South, Chancery House, 53-64 Chancery Lane, London, WC2A 1QS
7. TRAVEL DOCUMENTS AND OTHER FOREIGN REQUIREMENTS
See passport, visas, health and FCO advice ‘Our commitment to you’ tab.
It's also the passengers sole responsibility to be aware of and comply strictly with all laws and customs documentation including passports and foreign exchange requirements of the countries to be visited and in default the Company reserves the right to repudiate this contract. See Clause 12 - ‘Luggage’ - Customs and Excise section.
8. PART DEPOSIT CONCESSION
Owing to administration restrictions, this can only be available for clients booking directly with Siesta.
Stage 1 (Bookings taken before 31st October) : £35.00 per person, subject to the minimums shown below. Balance of deposit must be paid by 31st October
Stage 2 (Bookings taken 1st November-29th February) : £45.00 per person, subject to the minimums shown below, Balance of deposit must be paid by 29th February
Minimum Payments : Siesta 4’s and Chalets = minimum £120.00 per accom, All other Lodges/Apartments = minimum £300.00 per accomm.
Part deposits are non-refundable. Balance of deposit must be paid in full by the date stipulated. No prior reminders will be sent. After this date, bookings will be cancelled with loss of all monies paid.
PART PAYMENT/INSTALMENTS : You can choose to pay your holiday balance in instalments or any amount at any time. The final balance of your holiday must be paid not less than 8 weeks before your holiday.
We strongly advise all our customers to take out travel insurance to cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. If you do not have adequate insurance
and require our assistance during your package, we reserve the right to reclaim from you any medical repatriation or other expenses which we may incur on your behalf which would otherwise have been
met by insurers.
10. ARRIVAL AT RESORT
Hotel clients : Check-in & Check-out times vary but are usually check-in 4:00pm, check-out by 10:00am.
Self Catering clients : Check-in between 4.00pm and 10.00pm. Check-out by 9.00am.
(1.) Evening arrivals and departures between 7.00pm and 9.00am are outside of our staff working hours and must be pre-arranged.
(2.) Late arrivals/early departures between the hours of 10:00pm and 08:00am incur a supplement of €30.00 per Lodge payable locally
(3.) Payments on Arrival - These are both refundable on departure, less any deductions:-
(a) House Keeping Deposit - (excluding BBQ) is £50 per unit - payable by cash not cheque.
(b) Contents Deposit - £200 per unit - payable by cash not cheque
OR the following option:-
Contents Accidental Damage Waiver - at a premium of only £14 per unit, thus avoiding the £200 per unit deposit. We will add the £14 premium (non-refundable) onto your final holiday balance unless requested otherwise, at time of booking (see’ important information’ on pages 41, 43, 45 and 47).
Claims Excess - In the event of any damage/claim an excess of £50 must be paid in resort. Any extra is covered up to a maximum of £500.
N.B. The above covers accidental damage to 'CONTENTS' only. Your actual holiday accommodation must be covered by your Personal Travel Insurance under the 'Personal/Public Liability' Section. See 'Holiday Insurance' - Clause 9 (above).
11. CLIENT CONDUCT - Disruptive behaviour - adhering to conditions of booking
The company reserves the right to terminate the contract with any client(s) whose unacceptable conduct disrupts or affects fellow holidaymakers or staff, or for non adherence to our conditions of booking including SMOKING in coaches, mobile homes and Lodges, foul and abusive language and threatening or aggressive behaviour towards staff or guests enroute or abroad. In the event of such contract being terminated their alternative transport or accommodation becomes their own responsibility and the Company could further pursue for costs.
Site regulations require STRICT SILENCE from MIDNIGHT to 8.00am and respect and consideration for all.
12. LUGGAGE - Space and weight is STRICTLY LIMITED and controlled (carriage of goods)
The client contracts Siesta to allow/limit each adult or child (not infant) to:
• One suitcase (with label/coupon) maximum size 28” x 18” x 10” (71cm x 45cm x 25cm) • Maximum weight 20 kilos (44lbs), plus one piece of hand luggage inside the coach (small enough to be kept by your feet avoiding leg support).
Strict enforcement of our staff Health and Safety Policy will mean any oversized and/or overweight cases will be refused. Subject to space limitations, excess weight will be removed into plastic bags and surcharged a minimum of ï¿½’5 per kilo/10cm.
• Carriage Coupon (Luggage Label) - One coupon only per coach seat. This coupon system is being implemented due, regrettably, to some clients bringing extra cases back from resort! Please note: Issue of coupons is strictly controlled. In the event of an alleged non-receipt, no further coupon can be issued. In this event your luggage would have to be passed through a dispensation process.
• Size/dimensions - Maximum size is 28” x 18” x 10” or 71cm x 45cm x 25cm. Sorry, single size cases only (no doubling i.e. 2 persons sharing one extra large case). This is due to loading/boot access/handling and health and safety problems.
• For safety - Glass bottles, cool boxes/large cool bags are not allowed inside the coach and constitute part of your luggage allowance. Please note: infants folding buggies (not prams) are carried inside the boot. We thank you for your co-operation and understanding.
Important Notice - Our coaches are solely for passenger (only) travel and not passenger/goods! Purchases abroad i.e. gifts, alcohol, tobacco and other identifiable items over and above the limits previously stated putting other holiday makers and coach crews to discomfort and embarrassment will not be transported to the UK and will be refused.
CUSTOMS AND EXCISE are increasingly targeting coaches with frequent checks and searches. UK INCOMING - Coaches could wait a maximum of 20 minutes after which they will leave. Onward travel would be the responsibility of any ‘missing’ detained persons.
Siesta International Holidays Limited - Financial Security with Bonded Coach Holidays
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.
Therefore, you will benefit from all EU rights applying to packages. Siesta International Holidays Limited will be fully responsible for the proper performance of the package as a whole.
Additionally, as required by law, Siesta International Holidays Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent. Siesta International Holidays Limited are members of the Bonded Coach Holiday Group of the Confederation Of Passenger Transport UK Ltd. This is a government approved consumer protection scheme. This ensures that in relation to the coach package holidays described in this brochure (or website) that the clients' monies are protected by a Bond that may be called upon in the unlikely event of the Member’s Insolvency. Clients are recommended to inspect the current membership certificate at our registered office or alternatively go to www.bch-uk.org or telephone 0207 240 3131 to confirm current membership. Your attention is also drawn to the Bonded Coach Holiday Group Trading Charter that will apply to these coach package holidays.
Details of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at www.legislation.gov.uk/ukdsi/2018/9780111168479/contents