Best Retreats Holiday Villas, Luxury Villas in Spain, South Afica, villas in France and the UK

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Your Reservation
Deposit
Our Price Promise
Our Invoice
If You Change Your Booking
Resolving a Complaint
Our Responsibility to your Holiday
Your Commitment to us
If You Cancel Your Booking
If We Cancel Or Change Your Booking
During Your Holiday
Data Protection

	ooking Terms & Conditions
The following Booking Conditions together with all other details contained in our brochure and the 'Essential Information' and supplementary information held on our website, form the basis of your contract with Best Retreat the "Booking Information and Essential Information" on our website are easily printable, however, a copy is available from us on request. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions, "you" means all persons named on the booking (including anyone who is added or substituted at a later date). "We" and "us" means Best Retreat. 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. You must be at least 18 years old to make a booking with us. Your contract with us is made once one of the following steps have been completed: 1. A confirmation invoice has been issued to you. 2. When a booking is made within 10 weeks of departure on holiday, direct by telephone and paid by debit/credit card and we give you verbal confirmation. 3. If the booking is made on our website and you opt to pay at the time of booking, the time of the first payment. Your contract with us will be governed by English Law and is subject to the jurisdiction of the English Courts at all times. YOUR RESERVATION All holidays and offers advertised in this brochure are subject to availability. When you or your travel agent ask for your holiday booking to be confirmed, if available, we allocate your chosen holiday to you at that moment. It is then that a firm contract exists between you and Best Retreat If you choose to book your holiday directly through us we will confirm your booking and give you a reference number and you then have five working days to get the appropriate payment to us in full (less in the case of late bookings) otherwise the booking will automatically be cancelled. Top of Page  Deposit We require a deposit of 25% of the price of the villa, the balance of your holiday price must be paid at least ten weeks before departure. Cheques can only be accepted if received more than eleven weeks before departure. If you fail to pay in full ten weeks before departure your holiday will be cancelled and you will lose your deposit. If you book within four weeks prior to departure this will be classed as a late booking and we must receive full payment by debit or credit card before we can confirm your booking. When you pay for your holiday by credit/charge card, we reserve the right to levy a 1.5% handling charge for each payment made by these means (no charge for Switch/ Delta transactions). P lease note that late payments may incur an administration fee of £20 per booking. Further, your booking may be cancelled by us in the event of late payment, (see 'Paying the Balance'). Top of Page  OUR PRICE PROMISE Whatever happens to the value of the Pound, the price of your holiday - once confirmed at the time of booking - will not be subject to any currency surcharges. The prices in this brochure were accurate at the time it was printed. We reserve the right to change prices during the holiday season, depending on the availability of places. No price increases will be made within 30 days of departure We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Should there be an obviously incorrect price shown we will issue a new invoice and will not be bound by the price quoted on the incorrect invoice. Breakage deposit and tickets on departure A non-refundable charge of £4 per person will be added to your invoice. Top of Page  OUR INVOICE Please check your confirmation invoice carefully (including the spelling of names and initials) immediately on receipt as it sets out what we are promising to provide. If there are any inaccuracies it is essential you bring these to our attention within 10 days of the date shown on the invoice, otherwise we will assume all the details to be correct. If we are able to make the necessary changes within this time no charges will be levied. However, amendment fees will be levied for any changes made outside this period. Top of Page  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. If one of your party withdraws from the holiday, someone else can take their place providing they satisfy the conditions of the original booking, and you inform us in writing at least 14 days before departure. The Party Leader must sign the letter, and we charge a £20.00 administration fee per person, and other service providers. We will help you to make any other changes, but your booking will incur a £20.00 administration fee per change per person. If you make a number of changes to the same booking, we will only make a reasonable overall charge. Except for a change of name, any changes you make within 6 weeks of your departure will be treated as a cancellation and the cancellation charges shown in the section “If you cancel your holiday” may apply. problems to transport, closure or congestion schedules by scheduled airlines and all similar events outside our control. Top of Page  RESOLVING A COMPLAINT We know that, in spite of all our efforts, problems can arise. It is a condition of our contract that if you have a problem during your holiday, you must inform our overseas representative and the relevant supplier in order to allow us to investigate and rectify your complaint whilst you are overseas. . It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a Guest Report Form whilst at your property. 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 on holiday and this may affect your rights under this contract. Should the representative/ local agent or villa management company be unable to resolve the matter in resort, details of the complaint must be notified to Best Retreats in writing within 28 days of the end of your holiday. Top of Page  OUR RESPONSIBILITY FOR YOUR HOLIDAY • We accept responsibility for ensuring that all component parts of the inclusive holiday that you book with us are supplied to you as described in the brochure and to the standard advertised. We also accept responsibility for what our employees, agents, suppliers and sub-contractors do or do not do providing they were at the time carrying out work authorised by us except where death, personal injury or illness results (dealt with separately below). If any part of your holiday is not provided as advertised and to a reasonable standard, we will pay you appropriate compensation as long as you have taken all reasonable steps to notify our staff or the supplier locally and given us the opportunity to rectify the problem and mitigate your loss. This acceptance of responsibility is, however, subject to the following conditions • We cannot accept responsibility for death, injury or illness caused during your holiday unless it is proved this is due to negligence or omission of our employees, agents, suppliers or sub-contractors • Our liability for any claim (excluding personal injury, illness or death) will be limited to twice the cost of your villa, excluding insurance premiums and optional charges • We have taken all reasonable and proper steps to ensure that the suppliers of the various services which will be provided to you as part of your inclusive holiday are safe and reputable businesses and that they comply with the local and national laws and regulations which apply to the services they provide. Please note, it is the laws and regulations of the country in which services are actually provided which apply to your holiday arrangements and not those of the UK. As a general rule, safety and other requirements and standards overseas will not be the same as the UK and may often be lower. • Personal injury (connected with your holiday arrangements). If you or any member of your party suffers illness, injury or death and it is proved this is due to negligence or omission of our employees, agents or suppliers, you must tell us or the supplier involved about your illness or injury whilst you are in resort and write to us within 90 days of your return from holiday. • Personal Injury (not connected with your holiday arrangements). If you or any member of your party suffers illness, injury or death through misadventure as a result of an activity which does not form part of your contracted holiday arrangements we will provide you with all reasonable assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to the commencement of proceedings and within 90 days of the incident in question. Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or any member of your party. Top of Page  Your Commitment To Us Your contract with us and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your holiday will be dealt with by the Courts of England and Wales. Top of Page  IF YOU CANCEL YOUR BOOKING To cancel the entire holiday, the Party Leader must write to our Reservations department, by recorded delivery at the address on your booking confirmation. Cancellation takes effect on the date we receive your letter. If you cancel after we confirm your booking, you must compensate us for losses, as we incur costs from the moment you make the booking. The closer your cancellation is to the departure date, the less likely we are to recover the costs by re-selling the holiday at the brochure price. Our cancellation charges therefore increase as the departure date approaches, as shown below. If you have private insurance you might be able to claim, claims must be made directly to the insurance company concerned not Best Retreat as we do not provide insurance. The following cancellation charges apply: More than 10 weeks prior to departure – deposit 70 – 43 days prior to departure 30% of the cost of your holiday or loss of deposit whichever is greater. 42 – 29 days prior to departure 50% of the cost of your holiday or loss of deposit whichever is greater. 28 – 22 days prior to departure 70% of the cost of your holiday 21 – 15 days prior to departure 90% of the cost of your holiday 14 – 0 days prior to departure 100% of the cost of your holiday Top of Page    If we change or cancel your holiday It is unlikely that we will have to make any changes to your arrangement, however we do start planning arrangements many months in advance. Occasionally, we may have to make changes and correct errors in the brochure or on the website and other details both before and after bookings have been confirmed. In the event of minor alterations, we will do our best to notify you before you travel. If a significant change or cancellation has to be made to your holiday arrangements we will notify you as soon as possible. You may then: a) accept the changed arrangements; b) take an alternative villas subject to availability. If the alternative is of a lower price than that originally booked the difference (if already paid by you) will be refunded. If the alternative is more expensive you will have to pay the difference; or c) cancel your booking completely, in which case we will refund you all monies paid by you except for administration fees for changes you have made and credit card charges. In addition we will pay compensation as follows: More than 56 days prior to departure £0 per adult 56 – 43 days prior to departure £10 per adult 42 – 29 days prior to departure £20 per adult 28 – 15 days prior to departure £30 per adult 14 – 0 days prior to departure £40 per adult Note: if the substituted holiday is of a lower price than the one originally booked, we will also refund the price difference. If the substitute holiday is of a higher price we will deduct the price difference from the compensation payable. IMPORTANT NOTE: Compensation arrangements do not apply to circumstances beyond our control. We can cancel your holiday arrangement in the following circumstances: war, threat of war, riots, civil strikes or terrorist activity, natural or nuclear disasters, fire, bad weather conditions and similar events beyond our control. Top of Page  DURING YOUR HOLIDAY The accommodation provided is exclusively for use by people named on the invoice as confirmed by us. Sub-letting, sharing or assignment is prohibited unless this has been agreed with us in writing and appropriate payments made (if applicable). You are responsible for any damage caused to the property during your holiday, except by persons not known to you or us and unconnected with the contract between us. Should you or any member of your party be responsible for any breakages, loss or damage of any item of the property or additional cleaning has been necessary, a charge will be made locally or an invoice will be sent to you on your return to the UK. The charge will be covered by your breakage fee in the event of accidental damage Please note that Best Retreat and its agents may remove anyone whose behavior is disruptive or affects the enjoyment of other guests (see Clause 7 of Booking Conditions). Occasionally, it may be necessary to carry out a specific task, to enter the property during your holiday for the purpose of quality control, photography or to carry out emergency repairs. Wherever possible you will be notified of this beforehand. Top of Page    DATA PROTECTION 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, etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information onto the relevant suppliers of your holiday arrangements such as chauffeur companies, villa management agent etc. Additionally, where your holiday is outside the EEA controls on data protection may not be as strong as the legal requirements in this country. We will not however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give 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). You are entitled to a copy of your information held by us. If you would like to see this please contact us. (We may make a small charge for providing this to you) Top of Page