Your contract with us
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 Villa Holiday Direct is made once o your deposit has been processed and a confirmation has been emailed to you.
Included in the quoted price
Included in the quoted price is the accommodation, as confirmed on your confirmation/invoice for the people named on the booking form, in the property specified, including local taxes, gas, water, electricity and service charges. Also included is bedding, towels and tea towels. (YOU MUST PROVIDE YOUR OWN POOL/BEACH TOWELS), Weekly laundering of household linen for rentals of two weeks or more and cleaning of the villa before your arrival.
Not included in the quoted price
Travel insurance, which is compulsory, transportation to and from your accommodation, beach/Pool towels, other services described as extra in the villa information section.
Payments
Payments can be made by Credit Card (Visa or Mastercard), personal sterling cheque (subject to clearing) or by bank transfer or cash. A deposit of 30% is required in order to confirm your booking, with the balance due 10 weeks prior to your holiday commencement date. Deposits must be paid by credit or debit card and cheques sent for balance payments must be received 11 weeks prior to departure to be accepted. Please allow at least 2 weeks for postage. 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 ten 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.
Confirmation
Please check your confirmation invoice and all other documents you receive from us, immediately on receipt. You must contact us straightaway if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed to you. If you cancel or alter your booking later on, you may have to pay an amendment charge. We reserve the right to refuse your booking. If we do this we will refund any money already paid to us.
Holiday insurance
Adequate insurance is compulsory. Your booking cannot be accepted until insurance arrangements have been made. We highly recommend that any alternative insurance purchased must have a 24-hour emergency telephone service.
Breakages, Loss and Damage
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 automatically to you on the credit or debit card we have on file and an invoice will be sent to you.
Your Accommodation
This is reserved exclusively for the people named on the confirmation invoice and no other persons are permitted to stay at the accommodation unless this has been agreed with us in writing and appropriate payments made (if applicable). We have gone to great lengths to ensure that the descriptions of properties are faithful and honest. We have inspected and evaluated all the properties on our website and believe all descriptions to be accurate. All properties are carefully inspected at the beginning of each season and are equipped with sufficient furnishings and facilities for your holiday. For a full inventory of your villa prior to departure, please ask your representative. Should you require any unusual items which are not included in the villa description, it is your responsibility to bring this with you or purchase it locally.
Arrival and Departure times
We do our best to accommodate arrivals at any time and settle you in as quickly as possible. Officially the rental period commences at 16:00 on the day of rental and terminates at 10:00 on the day of departure. However, we do try to be as flexible as possible and allow access as soon as the property has been cleaned and prepared. Clients departing on later flights may be able to extend their stay after 10:00 depending on the arrival time of incoming clients (who always have priority) and our cleaning schedule.
Privacy
The term “private pool” means that the swimming pool is for the exclusive use of those staying at the property where the pool is situated, and it is not a “communal pool” which is one that is shared by a number of villas. Complete privacy is a very different issue. In some properties, terraces and pools may be overlooked and if complete privacy is important please call or email us and we will suggest suitable properties that meet your specific requirement.
Foldaway beds
A fold-away bed, linen and towels for additional guest(s) can be hired in some villas. The maximum number of guests permitted is clearly stated on each villa description. i.e. where the numbers state 'Sleeps 6 + 1' then one additional guest is permitted but a bed must be hired for the additional guest.
Cots and high chairs
Cots and high chairs are available for infants under two years old at the end of their holiday. If you require a cot or high chair, please advise us it at the time of booking in order that we can ensure it is at the villa on your arrival. Rental prices are shown on the villa details and are payable by the customer in advance. For some villas you may be required to pay locally in cash for extra items hired.
Fans
Many bedrooms have ceiling fans fitted. In other cases we will supply one free- standing fan per bedroom during high and peak periods
Disabled Visitors
Unfortunately some properties are unsuitable for disabled persons due to access and layout. Please ensure that you enquire about the suitability of each property before booking.
Pets
Pets are not permitted under any circumstances due to the fact that ongoing clients may have an allergy to animals and in accordance with current regulations. Additionally clients are requested not to feed or allow stray cats or dogs inside the property. Failure to comply with the above could cause the cancellation of the rental contract and/or the cost of cleaning and sterilizing the property.
Alterations and Cancellations
Where you wish to alter your booking (ie. villa or dates, holiday duration) we will do our best to accommodate your request. If we cannot meet your altered requirements and you wish to cancel your holiday then you may make a cancellation.
In case of cancellation by the client the following conditions will apply to the rental, service and hire-car elements.
Cancellation more than 56 days prior to arrival, we refund 80% of the total holiday cost
Cancellation between 28 & 55 days prior to arrival, we refund 50% of the total holiday cost
Cancellation less than 28 days prior to arrival, full charge applies
** Any cancellations should be covered by your holiday insurance but it is important that this is purchased at the time of booking. If you arrange your own insurance please make sure that you have "ground cover" in order the secure the rental element.
Alterations and Cancellations by us: It is highly unlikely that the chosen property would not eventually be available but this could happen if, for example, there was a serious technical problem, fire or some other unforeseen calamity. In such a case our liability is limited to the provision of another property of similar or higher category or a full refund of the rental, service and hire-car elements.
In the event that we cancel your holiday within 30 days of departure, and we are unable to provide you with similar alternative accommodation, compensation will be paid as follows:
30 – 15 days prior to departure £30 per adult
14 – 0 days prior to departure £40 per adult
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, industrial disputes, natural or nuclear disasters, fire, airport closures, bad weather conditions and similar events beyond our control.
Building works – please read carefully
Spain is ‘enjoying’ a building boom never seen before and new building work starting after publication of individual villa descriptions may in some way distort our description of the property we have considered peaceful or quiet. Building or road works may be in progress nearby, a neighbour may start building a swimming pool or wall, or the local water board may decide to drill for water in the vicinity. This work may start early in the morning as it is local practice and can start at any time in the year. As it is not always possible to gauge the extent of such works we regret we cannot advise you of the constantly changing conditions. If within 56 days of the start of your holiday we become aware of such works taking place on a plot immediately adjacent to your property (that is, an adjoining plot - not across the road or merely nearby) that in our opinion could materially spoil your enjoyment of your holiday we will advise you. You may then either a) cancel and receive a full refund for accommodation and car hire if the latter is booked with ourselves or b) change your booking to another available villa for the same period either paying the difference if it is more expensive or receiving a refund if it is cheaper, or c) change your booking to another available villa for a different period either paying the difference if it is more expensive or receiving a refund if it is cheaper or d) leave your reservation as it is and hope that there is not too much noise or dust to spoil your holiday. If you choose option (d), to stay with the reservation, it is extremely unlikely that after arrival we will be able to move you to any alternative accommodation if you suffer any inconvenience as described above, nor will any claim for compensation be accepted for any loss of enjoyment due to building or any other associated works within the vicinity of your holiday villa. You should note that we are not responsible for such work, are not able to stop such work taking place nor control the noise level. Nor can we be responsible for any building works that start during a holiday and under no circumstances will we pay any compensation at all in such cases.
If you have a complaint
If you have cause for complaint whilst on holiday, this must be brought to the attention of a Villa Holiday Direct representative/local agent immediately so that action can be taken to rectify the problem. Should the representative/ local agent be unable to resolve the matter in resort, details of the complaint must be notified to Villa Holiday Direct in writing within 28 days of the end of your holiday. Any claims received outside this period cannot be considered as if you do not tell us about your complaint promptly, it may prove difficult to investigate your complaint thoroughly. Any claims received from customers who have not made a complaint to Villa Holiday Direct during their holiday will not be considered as no opportunity has been given to resolve or inspect the problem.
Our liability to you
We accept responsibility for ensuring that the accommodation which you book with is supplied as described on the website or in our brochure. If any aspect of your accommodation is not provided as promised, we will either correct the problem, or if this is not possible, we will pay you appropriate compensation if this has affected the enjoyment of your holiday. Our liability in all cases will be limited to the value of your booking.
Compensation
In the event of problems with your accommodation, we will endeavour to rectify any problems within 1 working day of being notified. We will provide you with adequate contact details so you are able to reach us 24 hours a day during your holiday. Occasionally we may have to wait for an appointment with a local contractor, and providing that we have taken every care to resolve your complaint, you will not be entitled to any compensation. In the event that we are unable to fix a problem, we will provide you with the best alternative accommodation available at that time. You are not entitled to any compensation under these circumstances, but we will cover the cost of the new accommodation as well as any additional charges if the accommodation is more expensive. In the event that we are unable to fix the problem, or that we are unable to move you to similar alternative accommodation, compensation will be paid to you if the enjoyment of your holiday has been affected to a maximum of £100 per adult.
In the event of death, injury or illness our responsibility is limited to acting as a mediator between the customer and the property owner should the owner be held liable under Spanish law. Comprehensive travel insurance is compulsory for all clients and it is required that all customers read carefully the safety information distributed prior to arrival and left in the accommodation itself.
Under no circumstances do we offer compensation in the following circumstances:
- You have not notified us of a complaint during your stay
- You have not taken reasonable care to protect yourself and the property
c) You or any member of your party is at fault
d) Any unusual or unexpected circumstances beyond our control which we could not have avoided even if we had used all possible care
e) Any event which we or the owner could not help or prevent.
f) The problem is resolved within 24 hours of the complaint being received
g) Similar alternative accommodation is offered
Behaviour
If at any stage during your holiday your behaviour (or the behaviour of any one travelling in your group) is seen to be likely to cause danger, distress, annoyance or damage to property, either ourselves or the villa owner concerned may terminate your holiday arrangements. In this situation, we will have no further liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. In addition, you will be responsible for any expenses we incur as a result of your behaviour, such as the damages to a property.
Promotional offers
From time to time Villa holiday Direct may promote special offers. These offers are only valid for the periods stated and cannot be requested in retrospect.
If you have questions that are not answered on our information pages please call us on 0871 2182020 for assistance. |
