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Booking Terms & Conditions for Bookings made with us before June 1 or have a Refund Credit Note

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Key points:

You enter into a booking with us when we issue our confirmation invoice. If you then cancel, there will be cancellation charges. Initially this may only be a deposit, but can go up to 100%.

You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking.

We are responsible to you for providing your holiday but there are legal limits.

We are a member of ABTA and we provide protection for your money as set out in clause 2.

Adequate and valid travel insurance is compulsory for all our travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed.

Please read the full terms for more information and for other important rights and obligations.

Additional Information

1. Before you book

Please read the following information carefully. If there is anything you do not understand or want to know please ring us before booking.

Accommodation Descriptions
In describing accommodation we have tried to be as factual as possible. We have added our own ‘grading’ for your guidance.
When shown as being simple or basic expect only the barest necessities, i.e., bed, en-suite bath or shower, and w.c. Fixtures and furnishings may be limited and decoration often unimaginative, however these rooms usually represent very good value.  
The use of the word superior or deluxe to describe rooms must be read in the context of the individual hotel description. It means that these rooms are a little better than standard rooms. They may be air-conditioned, have better amenities, and be slightly larger or better positioned.  
Pictures of bedrooms may not accurately represent the room allocated. Unless specifically shown as being ‘FREE’ a charge may be made for some of the facilities or services described.

Accommodation Only
We are happy to book just your accommodation subject to availability.  Even if you have made your own flight arrangements, please remember that we can also book your resort transfers for you and that other holiday enhancements are available such as pre-bookable in-resort sightseeing. The full balance of accommodation only bookings will be payable in full at the time of booking in addition to a non-refundable administration fee.

Airport Taxes 

Brochure and Website Accuracy
We take every precaution to ensure that the descriptions of each property and facility are as accurate as possible at the time of publication. However, circumstances can change after publication. For example, all the facilities in a resort might not be fully functional in early or late season. Sometimes a hotel may change its meal system from waiter service to buffet service, or back again. We reserve the right to make changes after publication of information. A pool may be closed for maintenance, or air conditioning may only be available at certain times of the day and/or year.

Public holidays and religious festivals may also affect the availability of resort and hotel facilities. The tourist office for your chosen destination can provide details of such events, and other information. We will tell you of any significant changes that we know about when you book your holiday. If you book through a travel agent, they can check the reservations system or website for any changes in conditions. If you have already booked, we will tell you of any significant change in circumstances which would affect your holiday as soon as we can before you leave. We cannot accept liability for information, however obtained, from outside sources such as independent third party websites.


Extra Occupancy 
Unless otherwise stated three bedded rooms will be twin or double bedded with an extra bed 
usually of the ‘fold-down or rollaway’ type. The saving in cost does come at a price as rooms will be somewhat cramped and will only be able to accommodate a maximum of 3 guests, including infants.

FREE Night & Bonus Nights Offers 

Free Wedding & Renewal of Vows Packages
Please note that in certain instances FREE Wedding & Renewal of Vows packages may be subject to varying Booking Conditions. Depending on the package chosen, it may be possible that additional legal or government fees will apply or that specific rules will stipulate that the chosen package be based on a particular board basis, room type, date range or party size.  Please confirm this at the time of booking.

Honeymoon and Wedding Anniversaries
Remember to tell us at the time of booking, regardless of featured offers.
A copy of your wedding certificate may need to be presented upon check-in at resort to qualify for featured offers, so please be sure to take one with you when you go to avoid disappointment.
Wedding anniversary offers generally apply to those celebrating silver (25th), pearl (30th), ruby (40th), gold (50th) and diamond (60th) only.

Hotel Gradings
Featured hotels, tours and cruise boats have been selected as representing the best value or location in their class. In the absence of an internationally recognised system of hotel grading we have categorised our hotels on quality and facilities for your guidance. This is based on customer feedback, our knowledge and years of experience. Standards can vary from country to country and city hotels offer a higher standard to cater for business as opposed to more informal, relaxed beach resorts, even though they have been appointed the same grade. On tours and remote locations there may be no other choice except basic or standard. As you would expect these gradings can and do change subject to performance. 

If you book half board, this is defined as breakfast and dinner. Meals are as specified in individual hotel descriptions and must usually be pre-booked. If included, they are generally based on a set menu, buffet, or meal voucher system unless specified to the contrary. Such meals are usually available in the main restaurant and not speciality restaurants. The number and choice of restaurant may change without notice.
Holidays that include main meals generally commence with dinner (on half board) on the day of arrival at your hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of your departure. It is not usual for hotels to allow you to substitute lunch for dinner when booking half board.
Depending on the flight timings to your resort or tour, those who have booked meals may lose one due to the time of arrival at, or check-out from, their hotel. In these cases, we have calculated the basic holiday price to allow for this. 
If you have any special dietary requirements please tell us about them at the time of booking so that we can check the availability of meals at your chosen destination, especially on tours, safaris etc. To celebrate festive occasions many hotels host gala events, usually a dinner (sometimes lunch) during the Christmas/New Year period. Some are simple affairs, others more elaborate feasts with entertainment depending on the style and character of the resort. Where included you will find details displayed in the price panel. The charges levied may not reflect actual cost, especially during festive seasons. Tables for two may not be available especially in the Maldives and on ships.
Most of the hotels featured in the United States and Canada are on room only basis. Some hotels may advertise a free continental breakfast which they are at liberty to withdraw at any time.  A few hotels in our programme require customers to take compulsory half-board over the Christmas and New Year period.  These hotels are indicated at the time of booking.

All Inclusive
The ‘all-inclusive’ package commences at the time of room check-in and ceases at the time of room checkout on the day of your scheduled departure. A supplementary charge, payable locally, will be made in the event of any afternoon or evening airport transfer to cover the provision of meals, drinks and resort facilities after room checkout.

We do not claim to be self-catering specialists, however, we do feature a select number of properties which offer self-catering facilities. Unless stated otherwise, kitchens may not be fully equipped.

Minimum Age
Unaccompanied passengers under the age of 18yrs need a letter of consent from a parent or legal guardian. The minimum age of unaccompanied travel is 16yrs on the day of departure. For stays in Las Vegas and New York, at least one person per room staying at any hotel must be at least 21 years of age on the date of travel.

Nights in Hotel 
The ‘Number of Nights’ stated on every price panel refers to the number of nights’ accommodation reserved for you in a hotel, apartment or on a cruise boat during your holiday from the day of check-in to the day of check-out.
Some flights from the UK are overnight flights arriving early the next morning and do not count as one of your accommodation nights.  Your room will be made available as soon as possible.

Website Flight Prices
Our website may offer the same flight seat at different prices. Flight prices shown are Economy unless otherwise stated.

Single Rooms or Cabins 
All prices are based on occupancy of a twin or double-bedded room or cabin by two people unless otherwise specified.  
In some but not all cases, single rooms are standard twin or double-bedded rooms offered for sole occupancy. However, a single room may not necessarily be of the same standard or same location as the twin or double-bedded rooms, but a single room supplement is still payable. Onboard ship single cabins are generally purpose built for sole occupancy.
Single holidays are available wherever a single supplement is given in the hotel or tour description. Do look out for hotels that waive any supplementary charge, usually seasonal (supplement displayed as £NIL). 
On tours, single rooms cannot always be guaranteed, but on your return we will refund any supplements paid for nights when a single room was booked but not provided.
Why are single travellers asked to pay more for their room? 
If a single person occupies a double room they will usually be asked to pay extra (a single supplement). Hotels price their rooms as doubles or family rooms and they do not reduce the rates if they are occupied by a single person. The costs to the hotel of providing the room – heating, lighting, cleaning etc. are the same regardless of how many people occupy that room.
This also applies to self-catering units where, for example, three people may choose to occupy accommodation priced for four.
Why are single rooms sometimes smaller than doubles or family rooms? 
Hotel design may mean that single rooms are smaller and sometimes less well appointed. While there is normally a supplement for these rooms, the overall cost will usually be less than when a single person occupies a double room.  
We do not make additional or excessive profits from these supplements. The prices we charge reflect the costs of under occupancy of the rooms contracted to us by the hotel.

Special Needs
We appreciate that clients with special needs have specific requirements that must be met to ensure a successful holiday. Please ask for our Special Needs form before making your booking in order that we can assess your personal requirements. However, this may not be available for late bookings. We will do our best to find a holiday to suit you, however, we may be unable to meet your particular needs. 

Special Requests
If you have any special requests (such as vegetarian meals, airline seats, specific floors in a hotel etc.) you must advise us of these at the time of booking. We shall do our best to meet your requirements but we cannot guarantee that they will be provided. Any failure to meet special requests will not be a breach of contract on our part. We regret we cannot accept any booking which is conditional upon the fulfilment of a particular request.

Travel Advice
Before you travel

We work with the Foreign and Commonwealth Office to help British travellers stay safe overseas. Check the FCO website at for advice and the latest information about specific countries and for more information, please visit our Travel Advice page and the government websites at and for your destination country.


What Your Package Holiday Price Includes

What Is Not Included

Important note – all offers are subject to qualifying conditions as individually described.
If you have any questions that are not covered here, please call our team of experts who will be happy to help.

Advance Registrations
We may be able to advance register your holiday request before the release of airline schedules. Requests that are made more than 11 months in advance are subject to flight availability and prices at time of confirmation when the airline releases its schedule and prices, when we will contact you. A revised invoice will be issued once flights have been confirmed.

2. Booking

How To Book Your Holiday
Call us direct on the number displayed at the top of the website or email us at

Contacting Us After You’ve Booked
If you book directly with us, all documentation will be sent to the address given to us by the lead name on the booking at the time the reservation was made.

When you book your holiday through a Travel Agent, all communication between you and us will be made through that agent.  This includes all of the above.  Please contact them in the first instance. No changes can be made to your booking unless they are done through your Travel Agent.

All our featured destinations offer you the option to be flexible with your holiday. There are scheduled flying options to most destinations, many of which operate a regular daily or weekly service. You can therefore select the day of travel and the length of your holiday.  Flights are available from Heathrow, Gatwick and Manchester to most destinations.  
Unbrochured hotels – please note that we charge a £10 supplement for any booking where we have to request and confirm a hotel we do not feature in our brochure. This will be added to the price when we confirm your booking and is non-refundable. Please see Safety Matters under section 6 – Before you book.

Tickets and Departure Information

Using a Travel Agent
If you book with a travel agent, we will contact you via them. The agent will hold your payment on our behalf until your holiday is confirmed. The agent must give you a receipt or confirmation invoice. We will also send you a confirmation invoice within 7 – 10 days. Please take your itinerary with you on holiday as it may be required to confirm your hotel reservation.

3. Before you travel

Passports & Visas  
All citizens of the United Kingdom and the Republic of Ireland require a ten year passport (valid for 6 months after completion of any journey). Infants must also have their own passport with photograph – there is an exemption for children (aged under 16yrs) included on parent’s passports before 5 Oct ’98. If you are 16 or over and haven’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Visas may be required (please check with your reservations consultant or Travel Agent at the time of booking for updated information), however, it is your responsibility to check the latest requirements with the appropriate authority before travelling. Please visit the relevant embassy or consulate website to obtain up-to-date information.
Nationals of other countries should check entry requirements with the relevant Embassy or High Commission.
Clients staying more than 30 days in one country may require a visa not mentioned in our brochure or on our website. Please check with the relevant embassy. On some tours or personal itineraries, multiple entry visas may be required.
If you are refused check-in or entry to your destination because you do not have the appropriate documentation, we cannot guarantee a refund of unused components and will not refund any additional costs incurred. Should we incur additional costs, these will be recovered from you.
United States
Most British Citizen passport holders do not need a visa to visit the US if they intend to stay in the US for less than 90 days and as long as they have a Machine Readable Passport. This is called the Visa Waiver Programme, and more information on this is available from the US Embassy. Since 26 June 2005, the requirement to have a Machine Readable Passport has been strictly enforced and you will be denied entry to the United States if you do not hold one. Your passport is Machine Readable if the foot of the personal information page (at the back of the passport) bears 2 lines of text as letters, numbers and “>”s. If there are no lines of text, then the passport is not Machine Readable. Further information on UK passports is available from the UK Passport Service. Since 12 January 2009, Visa Waiver Program travellers must apply and receive travel authorisation via ESTA at least 72 hours prior to travel.
Notice regarding the use of personal details of passengers travelling to the Caribbean
Antigua, The Bahamas, Barbados, Jamaica, Saint Lucia, Tobago, Turks and Caicos Islands. 
Please note that some or all of the above Caricom states will enter into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states
The UK Information Commissioner’s Office has accepted that this will not breach the Data Protection Act but that we are required to bring this to your attention.

Passenger Name Records (PNR) or Advance Passenger Information (APIS)
Passenger information is required in advance by a number of countries and airlines. It is your responsibility to provide this information to us or the airline as instructed. Failure to do so may result in you being denied boarding or refused entry to your destination. You will be liable for any additional costs incurred.

Emergency Contact Details (ECD)
ECD may be required by us or the airline. It is your responsibility to provide this information if required. Your APIS and ECD data will be handled as described in our Data Protection Policy.

Machine Readable Passports
An increasing number of countries require Machine Readable Passports. Please check with the relevant embassy or consulate for up-to-date information.

Responsible Travel Tips
Health matters

If you are concerned about travelling then you are advised to contact your GP before you depart. Here are a few suggestions which may help to make your journey more comfortable:

Further information on travel-related DVT is available on Department of Health website found here

Responsible Travelling
Tourism can sometimes damage the environment and culture of holiday destinations. If you would like to make a positive difference – and get the most enjoyment from your holiday – here are some suggestions:
Respect local people

Interact with the local economy

Take care of the environment

Safety Matters 
Part of the fun of any holiday is experiencing a different way of life. This will almost certainly expose you to different hygiene and safety standards than you are used to at home.
We consider the safety and well-being of our customers as high priority and want you to have a safe and enjoyable holiday. All of the hotels and apartments and cruise boats we use are required to meet a minimum of local health and safety standards. These local standards may differ from UK standards, which are amongst the highest in the world.
We are actively working with accommodation owners to raise standards within the countries to which we operate, using leading UK health and safety experts to provide advice and recommendations as required.
Through the actions detailed above we make every effort to assure safety standards are maintained, however, it is your responsibility to take every step to ensure your own safety and well-being at all times.

4. Flight details


Carriage of Prohibited Items
There are strict rules about bringing prohibited food items, such as animal products, back into the EU even if they are meant for personal use. Useful information can be found at and A number of items are prohibited in hold luggage, such as explosives and flammable products, so you must not travel with these products. To see the list of items and some useful information about hold luggage and hand luggage prohibited items, go to or contact your airline.

Luggage Allowance

Please contact your airline for the latest luggage allowance details.

Seats With Extra Space
These are often close or next to emergency exit doors, behind a bulkhead or behind a dividing wall. They may therefore have additional space in front of the seat, but not always additional room to stretch your legs out. Emergency exit row seats are only available to passengers who are able to move quickly and operate the emergency exit without difficultly if necessary in line with European Aviation Safety Authority (EASA) regulations. Just a few things to bear in mind before you book an emergency exit row seat: 
Any passengers who because of…
– physical or mental impairment or disability
– age or sickness
– physical size
– have difficulty moving quickly cannot sit in these seats.
Neither can anyone…
– under the age of 14 (whether accompanied or not)
– who requires an extension seatbelt 
– under the influence of alcohol
– travelling with an assistance animal.

These regulations have been put in place by the EASA and are for the safety of all passengers. The cabin crew have the final say and we kindly ask that their decisions are respected. Seats with extra space can be pre-booked on a number of airlines for an extra charge. Please either select the option when you’re booking your holiday, or call our Customer Services Team to request an amendment. Extra Leg Room seats are not available to pre-book on all airlines. Some choose to allocate these seats at check-in due to the restrictions listed above.

Air Travel Conditions of Carriage
You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, if you request them.

Community List
In accordance with EU regulation 2111/2005 please note that there is a ‘community list’ which contains details of air carriers that are subject to an operating ban within the EU community. This list can be seen

5. On holiday

Check-in / Check-out: Accommodation
In most cases your accommodation will be made available to you on arrival between noon and 2pm. You will require a credit card to check-in and a deposit may be taken from the card for the duration of your stay. On some holidays where late night/early morning departures from the resort are necessary, the room may be occupied until you leave the hotel and it will count as a night of your holiday. Otherwise you will be asked to check out of your room in the morning. Courtesy rooms may be available although an extra charge may be payable locally. Some hotels have a minimum age for check-in; please ask for details at the time of booking.

Car Hire Deposits
Please ensure you have a credit card in the main driver’s name for your deposit, and remember to take your driver licence and passport. Without these you will be unable to collect your vehicle.

Dress Code
Customer demand results in the vast majority of hotels applying dress codes. In beach resorts this means casual by day, and smart/casual by night. No shorts, denims or singlets in the restaurant at night. A more formal dress code may apply in city hotels and speciality restaurants everywhere.

Force Majeure
Force Majeure incidents may occur during your holiday, either in the resort or country you are in, or elsewhere but affecting your onward or homeward journey. If you are requested to return home early or move hotels for your safety, or whilst your inbound / onward flight is rescheduled, we will not pay compensation for downgrades or facility changes and cannot refund unused components. If you choose not to change hotels during such delays, we will be unable to consider a refund of additional costs you incur. If you choose to make your own way home and not accept or wait for your confirmed carrier to offer the rescheduled journey, we are unable to consider a refund of any accommodation, welfare or transport costs you incur, and cannot guarantee a refund of your unused costs.

Local Charges
Charges that we state as payable locally may change without notice. Some facilities, unless otherwise stated as included, may have extra local charges. These might include water sports (such as sunfish & dinghy sailing, kayaks and windsurfing), scuba-diving, games and sports (including table tennis) and sport equipment, pool tables, minigolf, golf, tennis, squash, gym equipment, saunas and steam baths, beauty treatments, massage, safety deposit boxes, minibars, bottled water, satellite and pay TV, entry to discos and nightclubs, porterage, charges for infants’ cots and food, laundry and hotel minibuses.

Local Laws and Customs

Laws and customs of the countries you visit can be very different to those in the UK. Be aware of your actions to ensure that they do not offend, especially if you intend to visit religious areas. There may be serious penalties for doing something that might not be illegal in the UK. You are strongly advised to check with the appropriate embassy, consulate or British and Commonwealth Office or for further information regarding local laws and customs of the countries you plan to visit. It is your responsibility to familiarise yourself with, and respect local laws and customs. If you fail to do so, we will have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements.

Local Tours and Sightseeing 
A selection of local excursions is featured throughout this brochure. Prices quoted are per person and are subject to change whether booked before departure or after arrival in resort.
Visits to temples and other religious sites may require you to respect local customs and traditions by adding or removing certain items of clothing. Please ensure that you pack long sleeved tops and full-length trousers and skirts, to wear on such visits. Prices for overnight excursions are based on 2 people. Hayes & Jarvis can only accept responsibility for excursions booked and pre-paid before departure.  

All bookings will be confirmed with the supplier, however, on occasions an airline / hotel / cruise boat may subsequently overbook. We do not condone this action but take a realistic view that it can happen through no fault of our own and we will always endeavour to make alternative arrangements. Such arrangements are dependent on local circumstances and in this respect the Company’s liability is limited in accordance with the Core Booking Conditions.

Any likeness or image of you secured or taken on any of our holidays may be used by the Company without charge in all media (whether now existing or in the future invented) for bona fide promotional or marketing purposes, including without limitation promotional materials of any kind, such as brochures, slides, video shows and the internet.

Resort Development 
From time to time, building work or local improvements, such as beach dredging or roadwork, and its associated noise is unavoidable in a resort. We have no control over such works arising from a resort’s growth in popularity and we are unable to anticipate the speed or the extent to which such development may occur. If we learn of specific developments at or close to your accommodation, which are likely to significantly affect the enjoyment of your holiday, then we will do our best to contact you before departure. We will discuss the details and any options available to you at that time, but cannot offer compensation if changes are made due to third parties.

Resort Guides
Due to the geographical diversity of our programme it is impossible for us to have a UK employed representative in every destination. Also, the independent and experienced nature of many of our travellers means that one is not always necessary. There is however, always someone close at hand during your holiday should you require them. Where you do not see a UK Representative, there will be an experienced Local Agent who works closely with us and who will be your representative throughout your holiday.  Please do not hesitate to contact them.

Resort Information
Emergency Contact – 24-Hour Duty Office
In the event of an emergency whilst you are on holiday you should contact our local representatives.  In addition we operate a 24-hour emergency Duty Office in the UK for your convenience. Contact details for both of the above will be supplied with your travel documents approximately 14 days before your departure. Please keep them safe.

Please note that recommendations are our own personal opinion.

Tipping and Local Taxes 
Most hotels and restaurants impose a service charge on the bill but this should always be at the discretion of the individual. Beware! – unlike the UK, tariff prices overseas may be subject to obligatory local taxes. An additional charge may sometimes be levied for payment by credit card.

Tours, Excursions & Safari

Applicable free nights have been taken into account in the basic holiday cost.

Travel in Resort 
Like the UK, domestic flights, boats and buses are subject to delay due to weather, operational difficulties and, regrettably, over-booking. Every effort will be made to minimise the inconvenience this causes.

Tropical Traumas!
Travelling to exotic places can mean heat and humidity, monsoon rain, severe storms, a weird and wonderful insect life, disruption to public utilities and bathroom basics. 
A relaxed attitude to life and timetables, a whole new culture and religion (a call to prayer at 6.00am for instance!), colourful local cuisine, and an abundance of coconut palms which can obscure a panoramic sea view from your room and seriously dent your health if you choose to sunbathe under them. 
Still, that’s why the tropics remain so popular. Power and water supplies may also be adversely affected by local conditions such as the weather, peak demand or over enthusiastic workmen! 
Not everyone is on holiday – wherever you travel in the world the risk of theft, mugging etc is always there, as indeed it is at home. Generally your own common sense prevails but take extra care when walking around cities or towns especially at night and avoid carrying valuables or tempting fate by displaying them for all to see. 
Particular care should be taken on beaches and shorelines which may also have been subject to erosion or storm damage. If you enjoy sea bathing please remember that tides and other conditions may make this inadvisable. 
Beaches throughout the world are usually public property and therefore neither Hayes & Jarvis nor hoteliers can be held responsible for their condition or safety. Adverse weather can lead to dangerous sea conditions and beaches covered in seaweed and flotsam. 
You will also be expected to respect local customs. Topless sunbathing, for example, is generally frowned upon and is indeed illegal in many destinations, particularly the Muslim world. Be guided by our local representatives or your hotel in such local matters.  
Remember you are travelling in some areas relatively new to tourism where the way of life and standard of facilities vary considerably from those at home. Patience, good humour and a degree of understanding are more effective than a short temper.
Our local representatives employ experienced drivers, who, like our cabbies, are very familiar with their surroundings. As a visitor it is recommended that you simply relax and enjoy the scenery – let your driver worry about other road users.

Unused Services
Please note that we do not give refunds for pre-booked services that you do not use.  Any changes you choose to make to your holiday arrangements once in resort will incur the appropriate additional charges.


Weather information should be used only as a guide. Before booking your holiday you should research fully the local weather as this can vary from month to month. We cannot be responsible for the weather during your holiday, or if weather changes cause cancellation/amendment to pre-booked activities or excursions.

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