Booking Conditions – Accommodation Only
Date: 18 September 2023
We are Lanzarote Holiday Villas (“we”, “our”, “us”) with a registered address at 52 Skipperstone Drive, Bangor, Co. Down, U.K., BT19 7HU.
The accommodation that you can book through us is not owned by us, but by a third party. We are authorised to make accommodation available to you by the owner of the accommodation or the owner’s authorised representative (“Accommodation Provider”).
These booking conditions set out the basis on which we arrange your booking of the accommodation. Please note that we do not sell package holidays or linked travel arrangements.
By booking with us, you confirm that you agree to comply with and accept these booking conditions and the following information which we will provide to you:
(i) the accommodation conditions (which means all information in any specific conditions or restrictions set out in the website description of your chosen accommodation);
(ii) the Important Information section of the website or other publication we tell you about; and
(iii) any other written information we brought to your attention prior to confirming your booking
We reserve the right to alter the advertised prices of unsold accommodation at any time. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.
3. Making A Booking And Payment
When you have chosen your accommodation and you make a request to us to book it, you must pay a non-refundable deposit of 25% of the full cost of the booking to us. In some cases, the Accommodation Provider may require a higher deposit. In these instances, you will be informed of this at the time of booking. If booking within 10 weeks of departure, you must pay the full cost of your booking when you book.
If you have paid a deposit, the balance of the cost of your booking is due 10 weeks before departure. If you have not paid the balance by the balance due date for any reason (including, but not limited to, where the Foreign, Commonwealth and Development Office has issued travel advice about your destination), we will consider this a cancellation by you, we will retain your deposit and clause 9 will apply.
Your booking is confirmed, and your binding contract, will begin when we issue you a confirmation invoice. We and the Accommodation Provider reserve the right to return your deposit and decline to issue a booking confirmation in our absolute discretion. Travel documents will not be issued until your booking has been paid in full. It is your responsibility to check any travel documents and
booking confirmations carefully and report any incorrect or incomplete information to us immediately.
When you pay for your accommodation by credit or debit card, no surcharge is payable except where you pay with:
- purchasing cards
- non-UK registered debit cards (even if they are GBP denominated)
- corporate card
In these circumstances, we reserve the right to levy a 2% handling charge for each payment made by these means. If your bank refuses to make your payment for any reason, you will be liable to pay an administration charge of £35.
4. Your Responsibility For Your Booking
By making a booking, you confirm that you are at least 18 years old at the time of booking and are authorised to make the booking. It is your responsibility as the party leader to ensure that the other party members are aware of, and agree to comply with, these booking conditions where applicable. You accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking and will notify us of any changes or cancellations required.
5. Passport Information
As a European legal requirement, passport details of all members of your party must be submitted to the Local Authorities in your holiday destination before you travel. This process is equivalent to a hotel check-in service. We will send you an email requesting these details before you travel. Failure to provide us with the passport details prior to departure may result in delays receiving your final travel documentation. Please note, the provision of this information is separate to any requirement you have with your airline to provide Advanced Passenger Information.
It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness.
7. Your Accommodation
The accommodation you book is reserved exclusively for the people named on your booking confirmation invoice. No other persons are permitted to stay at the accommodation, nor can you arrange for visitors to the accommodation for the purpose of events like parties, celebrations or other large gatherings unless this has been agreed with us in advance and in writing and appropriate payments have been made (if applicable). Additional guests will be asked to vacate. You and all members of your party also agree not to use the accommodation for any illegal or commercial purpose, including subletting or otherwise allowing anyone who has not previously been accepted on your booking confirmation invoice to stay. On departure, you should leave the accommodation in a reasonably clean and tidy condition so that it can be prepared for the next customers. If additional cleaning is necessary after your stay, you will be charged for the amount (locally or on your return to the UK or ROI). Please note that certain group bookings may only be accepted at selected accommodations.
8. If You Want To Change Your Booking
If you wish to change your booking in any way after it has been confirmed (for example your chosen departure date or accommodation), we will do our utmost to make these changes, but it may not always be possible to do so. Any request for changes to be made must be from the person who made the booking. To make a request, please complete the form in our Help Centre. You can link to the form here. Where we and /or the Accommodation Provider can meet a request, all changes will be subject to payment of an administration fee of £75, plus any costs or charges incurred or imposed by the Accommodation Provider or any of our third party suppliers (“Suppliers”). The total amount will be notified to you before you choose to proceed with any change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we or the Accommodation Provider are unable to facilitate the change and you do not wish to proceed with the original booking, we will treat this as a cancellation by you, we will retain your deposit and clause 9 will apply.
9. If You Want To Cancel Your Booking
Once your booking has been confirmed, to cancel the booking, the person who made the booking must contact us. To cancel your booking, please complete the form in our Help Centre. You can link to the form here. Cancellation takes effect on the date we receive your request. The cancellation charges increase as the departure date approaches, and you must pay the sums up to the maximum shown below. The cancellation charges detailed below are calculated on the basis of the total cost payable by the person(s) cancelling, excluding amendment charges, which are non- refundable. The cancellation charges have been calculated as a genuine pre-estimate of the losses incurred in the event you cancelled your booking within the stipulated time period.
If you have to cancel for a reason covered by your insurance policy, you may be able to recover the cancellation charges. Claims must be made directly to the insurance company concerned. No refunds will be given for party members not travelling or for unused services.
For all destinations and accommodation types, the following cancellation charges apply:
|Number of days before departure date that we receive your notice to cancel (or on which you are deemed to have cancelled)
||Cancellation charge (in addition to any administration fees you owe or have already paid, which are non-refundable)
|More than 70 days
69 – 43 days prior to departure
42 – 22 days prior to departure
21 – 0 days prior to departure
50% of total accommodation cost
70% of total accommodation cost
100% of total accommodation cost
Important: Please note that if the FCDO issue guidance against travel or all but essential travel to your chosen destination, you will not automatically be entitled to a refund. If your accommodation is available, and can be provided as booked, then the cancellation terms set out above will apply.
10. Flexible Cancellation Terms
Some of the accommodation we sell offer flexible cancellation terms where, for a fee, you can benefit from “free cancellation” under which you can cancel your accommodation and receive a refund of the amount you have paid, and you will not be liable to pay any cancellation charges. If you subsequently add car hire / transfers to your booking directly with us, these arrangements will also qualify for free cancellation.
The conditions that need to be satisfied in order for you to benefit from the flexible cancellation terms are as follows:
- the accommodation information page must have referred to the flexible cancellation terms at the time you made your booking, and you will need to select and pay the appropriate fee.
- the booking must be for a minimum of 2 nights
- your confirmation invoice must refer to the flexible cancellation terms you have purchased.
If you cancel your booking after the cut-off date stipulated on your flexible cancellation terms, you will not be able to benefit from free cancellation and the cancellation charges set out in clause 9 will apply instead.
Please note: Flexible cancellation applies to accommodation and car hire / transfers booked directly with us only. Any previously paid amendment fees are non-refundable. Any additional travel services such as airport parking, airport hotels, lounges, excursions or theme park tickets, or car hire arrangements you book and pay for directly with the provider, will be subject to the cancellation charges shown in the relevant Supplier’s terms and conditions (which may be 100% of the cost of the travel arrangements).
Where you are able to select and pay for flexible cancellation terms allowing cancellation up to the day of your departure, you will be entering into a contract with Refund Protect and their terms and conditions will apply. Details of their conditions can be found here: Refund Protect Terms.
If you have selected this option and you want to cancel your travel arrangements, then you must request your refund from Refund Protect directly. Lanzarote Holiday Villas are not responsible for any refunds during this period. You can request your refund here: Refund Protect Request.
11. If We Or The Accommodation Provider Change Or Cancel Your Booking
We and the Accommodation Provider do not expect to have to make any changes to your booking. However, sometimes bookings have to be changed or mistakes corrected. Whilst we always endeavour to avoid making changes and cancellations, we, and the Accommodation Provider, reserve the right to do so.
Changes: If we or the Accommodation Provider do need to make changes, we will contact you by phone if reasonably possible in the case of a significant change, or by email in the case of a minor change as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.
Cancellation: If we or the Accommodation Provider cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:
- (i) accept alternative accommodation – you will have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower; or
- (ii) obtain a refund of the amount already paid by you for the booking.
We, and the Accommodation Provider, cannot be held liable for changes to circumstances which are not concerned with the accommodation itself, just as we and the Accommodation Provider cannot be held liable for loss of enjoyment during the stay as a result of circumstances including, but not limited to factors such as building or roadworks near the accommodation, local power outages, changes to local facilities and weather conditions, for example but not limited to floods, forest fires and drought.
Except where otherwise expressly stated in these booking conditions, compensation will not be payable and we will have no further liability to you, beyond offering the above mentioned choices.
12. Force Majeure
You will not be paid compensation if we or the Accommodation Provider have to cancel or change your booking in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. In such circumstances, no compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation, will be paid.
13. Our Responsibility For Your Booking
Your contract for the provision of the accommodation is with the Accommodation Provider. We accept no responsibility for the provision of the accommodation by the Accommodation Provider. We do not accept any liability for any problems or faults with or in any accommodation which are solely under the control of the Accommodation Provider.
Our responsibilities are limited to making the booking in line with your instructions. We also do not accept responsibility for any information about the accommodation that we pass on to you in good faith.
However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
14. Damage To Accommodation and Accidental Damage Waiver Or Deposit
Bookings are subject to a non-refundable Accidental Damage Waiver, which is applied to your confirmation invoice, unless a refundable Accidental Damage Deposit is payable locally, in which case you will be informed of the amount at the time of booking.
If you or any member of your party cause any damage to your accommodation or any item in it or on its premises, you will be required to pay for the loss and/or damage caused and we will hold you and each member of your party jointly and individually responsible. Unless the damage was caused accidentally and results in losses below £100, full payment for any such damage or losses must be paid directly to the Accommodation Provider or other Supplier prior to departure from the accommodation or an invoice in respect of it will be sent to you on your return to the UK or ROI. Where a refundable Accidental Damage Deposit has been paid, this deposit will be retained by us or our local Accommodation Provider / supplier in part payment of the losses you cause (see also clause 15).
When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is, in the reasonable opinion of the Accommodation Provider,
a person in authority or us, likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to costs of alternative accommodation) you may occur as a result of your stay being terminated. Subject to clause 14, you and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the Accommodation Provider or other Supplier prior to departure from the accommodation. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking or with us.
Please note: Smoking is not permitted inside any of the accommodation we feature. If we, or the Accommodation Provider are made aware of breaches to this ban, then the terms set out in this clause (15 ) and clause 14 will apply.
16. Check In And Check Out
The official time for entry into your accommodation is 16:00 local time. The cleaners have sole access to the accommodation until this time to prepare for your arrival therefore, entry to the accommodation prior to this time will not be permitted. Check out time for all accommodation is 10:00 local time. Unfortunately, it is not possible to arrange for late-check outs. If you leave your luggage or possessions at the accommodation prior to the agreed entry time or check out time, then you do so at your own risk, and we accept no responsibility for damage and/or losses incurred as a result.
17. Special Requests
If you have any special requests, please let us know at the time of booking. We will pass on all such requests to the Accommodation Provider and / or the Supplier, but we and / or the Accommodation provider and / or the Supplier cannot guarantee that they will be met, and we will have no liability to you if they are not.
18. Additional Travel Services
To assist with your holiday arrangements, we may direct you to travel partners who provide services such as car hire, transfers, airport lounges and parking. Any service that you may choose to book or pay for with these Suppliers are not provided by us and do not form a package holiday under the Package and Linked Travel Arrangements Regulations 2018. We are not responsible for the provision of the service or for anything that happens during the course of its provision by the Supplier. For the avoidance of any doubt, your contract for any such service will be with the Supplier, and is subject to their terms and conditions, and may be subject to the local law and jurisdiction of the country in which the service takes place.
If you have a problem during your stay, please inform the Accommodation Provider and our Holiday Helpline immediately. Contact details are provided on your travel documents and you can also get in touch via our Help Centre. You should also try to find a solution whilst you’re there.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by contacting our Customer Support Team. You can get in touch by using the form provided here. We will then liaise with the Accommodation Provider on your behalf. As we only liaise with the Accommodation Provider, we cannot accept any legal responsibility for your complaint, any refund or compensation.
Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.
20. System Errors
In rare cases, errors may occur when inputting prices into our reservations system(s) or website(s). We regret that any contract entered into on the basis of an inputting/systems error or erroneous price will be void. In the unlikely event that such a situation arises, you will be given the option to either pay the correct price or cancel for a full refund.
21. Use Of Information You Give Us
By making a booking, you, on behalf of yourself and your party, consent to our use of your personal data in accordance with our Privacy Notice. Please see the Privacy Notice on our website to find out how we will process your personal data.