Booking Terms and Conditions

Travelzest (Acting as the agency)

These are the agency terms and conditions ("Agency Terms and Conditions") on which we, Travelzest, will process a booking for your travel requirements.

When processing your booking we will arrange for you to enter into a contract with the provider of the travel related service including, among others, tour operators, airlines, hotels, accommodation providers and cruise companies ("Travel Provider"). 

Importantly, your booking through us is subject to both these Agency Terms and Conditions (which define and explain our obligations to you and the role that we play) and the specific booking conditions of the relevant Travel Providers’ "Terms and Conditions" – which set out, amongst others, your rights in the event that something goes wrong with the travel related service you have booked.

You are advised to read both carefully prior to booking.

In completing your booking with us you are accepting both our Agency Terms and Conditions and the Travel Providers Terms and Conditions.

You may decide to make one or more booking with us at the same time. Please note that irrespective of the various products you book, for example a flight booking or a hotel booking, each booking is a separate booking and your bookings, even though they may be linked to the same dates of travel, do not constitute a package as defined in the Package Travel, Package Holidays and Package Travel Regulations 1992 ("Package Travel Regulations 1992") nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 ("ATOL Regulations").

The only exception to this is if you book a package holiday provided by a third party tour operator. Although such bookings will be a package as formally defined in the legislation referred to above, it is of course the third party tour operator which is providing the package and not us.

All bookings are purchased individually at their own individual price. The price charged in total for several bookings will always equal the simple sum of the prices charged for each individual booking. 

Travelzest is not a tour operator. This means that we do not arrange or create combinations of travel products; we simply facilitate your connection to those who do provide or arrange travel products (whether singly or in combination) such as airlines hoteliers, car hire companies, tour operators etc.

The General terms of business below also apply to all bookings.

Thereafter, additional terms of business relating to specific types of bookings are set out.

Booking details

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Travel Provider. Please ensure that the names given are the same as in the relevant passport.

The booking information that you provide to us will be passed on only to the relevant Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.

If you travel outside the European Economic Area ("EEA"), controls on data protection may not be as strong as the legal requirements in the United Kingdom.

If we were not authorised to pass this information to the relevant Travel Providers, whether in the EEA or not, we would be unable to arrange your booking. In making this booking, you consent to this information being passed on to the relevant parties.

Payment

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Travel Provider who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

It is important that you understand that payment at the time you are making your booking does not in itself mean that your booking is confirmed. Your booking is only confirmed when we send you our confirmation of booking. Because we are making live reservations with travel providers we have to have the security that we have appropriate payment from you and hence your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly in the short time between your payment and us seeking to confirm your booking with the travel provider the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product. You must also understand that this refund will only apply to the product which is unavailable and any other bookings will not be affected, that is, you will be committed to any other products which were booked for travel at the same time.

Cancellation and Amendment

If you cancel or amend your booking the Travel Provider may charge the cancellation or amendment charge shown in their Booking Conditions (which may be 100% of the cost of the travel arrangements) and you must in addition pay us the cancellation or amendment charge stated below.

Insurance
Many Travel Providers require you to take out travel insurance as a condition of booking with them as detailed in their Booking Conditions. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have arranged your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

Delivery of documents

All documents (including invoices / tickets / insurance policies) will be sent to you by first class post. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all related costs must be paid by you. You can elect for delivery by other means subject to payment of an additional charge.

Passports, Visas and Health

We can provide general information about the passport and visa requirements for your trip. 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. Neither we, nor the Travel Provider, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.

Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.

Please take special note that for all air travel within the United Kingdom, airlines require photographic identification of a specific type. Please ask us for full details.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

Final travel arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport.

Alterations by your Travel Provider Flights

Occasionally flight operators change the flight times and for that reason it is important that you confirm your flight times two days prior to departure.

For flights, it may be necessary to reconfirm your flight with the airline. Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

We can not accept responsibility in the event that you miss your flight if you do not confirm your flight times as described above.

Accommodation

Sometimes your accommodation provider may need to make a change. If you have already booked we will let you know as soon as we can, if there is time before your departure.In the unlikely event that your accommodation provider has to make a major change or alteration to your booking, they will offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid to us in connection with the accommodation booking.

General

We do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available.

All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.

Website accuracy

We endeavour to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of flights, hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider’s IT system.

Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only.

Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary.

Complaints

We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.

If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.

If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at Travelzest.

Limitation of liability

For the avoidance of doubt, your booking is directly with the Travel Provider and Travelzest accepts no liability or responsibility for any aspect of your bookings or travel arrangements.

Specifically, we will not be liable for any act or omission by any person not employed directly by us and whilst we have chosen our Travel Providers with care we have no control over our Travel Providers and so cannot be held responsible for any action or omission of our Travel Providers or their servants, agents or employees.

Moreover, we cannot be held responsible for any loss, damage or expense caused by strike, civil commotion, fire, war, threat of war, terrorist activity, National or nuclear disaster, late delivery, adverse weather conditions or other force majeure or relevant factor which may impact on the services or products of the Travel Providers or of Travelzest for any reason whatsoever.

In no circumstances shall we be liable for any consequential loss or damage.

In all cases the absolute maximum liability of Travelzest is the total price paid by the customer for the specific bookings related to any given complaint.

Cancellation, amendment and other service charges

Please note these are our costs and do not include any charges applied by the Travel Provider as detailed in their Booking Conditions which will be payable in addition.                                   

Period before departure date    Cancellation charge as % of total holiday cost less any insurance premium
70 days or more Deposit paid
69-40 days                                                               40% or deposit whichever is greater
29-39 days                                                               50%
15-28 days                                                                75%
14 days to departure                                                 100%


Major changes in response to a customer request. For example, different dates, flight times, hotel or airline - £20 per booking.

Minor changes in response to a customer request. For example, adding baggage - £10 (€10) per booking .

Jurisdiction

Your contract with Travelzest will be governed by English law and any related disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland as appropriate can deal with any disputes.

Credit Card Fraud Protection

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Payment on booking

When you make your booking a deposit is required. This is generally £200 per person. With some travel providers of accommodation only the deposit may be limited to £100 per person

The balance of payment must be paid to us at least 10 weeks before departure. If payment is not received by this date, we reserve the right to treat the booking as cancelled by you and cancellation charges will be due from you as set out above.

Booking confirmation

We will send a booking confirmation either immediately by automated email or by post within 10 working days of making your booking. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.

Accommodation vouchers and AirlineTickets

Vouchers will be sent by automated email or by post within 10 days of booking, subject to full payment being received by Travelzest. The voucher will provide the address of your accommodation and a local office contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations. Airline tickets where applicable will be sent approximately 10 days prior to your departure or once we have received them from the relevant travel provider.

Child Discounts

Any discounts are usually based on children sharing with two full paying adults. The costing shown will automatically advise you should discounts apply to the property you have chosen. The Hotel will usually ask for child ages. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.

Duration

Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. Our websites will identify these properties once a search has been made and highlight this information if deemed necessary.

Requests for accommodation

We will happily approach Travel Providers to request accommodation, when not available from our wide range. We make no charge for this service.

Special requests

Although we will endeavour to pass any reasonable request on to your Travel Provider, we are unable to guarantee that the request will be met.

What is included in the price?

Hotel and apartment prices shown are inclusive of all taxes, service charges and the meal arrangements specified below. Not included are local resort charges, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.


* Hotels may have varying levels of "All Inclusive" – please refer to the description listed under your chosen accommodation.

Travelzest ratings

These are used to symbolise the overall quality and level of standards of each hotel, apartment or villa. Our ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. They range from 2 star, where you can expect simple accommodation with limited facilities, to 5 star accommodation which is likely to have a full range of facilities of the highest standards. Our ratings may be different to official ratings as they vary significantly by country, and often within countries. Also, not all countries have rating systems. Where available the official rating of each property is shown with the description

Self catering inventory deposits

In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.

Overseas accommodation

Overseas accommodation is usually subject to a tourist tax which will be payable locally. Check in / check out times vary by property but as a rule, please use this guide:

Rooms may be kept on later, to be agreed with the property direct, for an extra charge.

Accuracy

We take reasonable care to ensure that the information published about each hotel, villa, or apartment is accurate. Facilities and amenities in accommodation may be temporarily unavailable for operational reasons. Where this happens we will do our best to advise you as soon as possible. We cannot accept liability for errors or omissions in the descriptions.