Agency Terms of Business (hotel only bookings)
The following agency terms of business ("Agency Terms of Business") apply to all bookings made through Alihoco Marketing Limited trading as Alihoco on www.allinclusive.co.uk (“Alihoco”, “we”, “us”, “our”) whose registered address is International House, Stubbs Gate, Newcastle under Lyme, Staffordshire, ST5 1LU. References to "you" and "your" in these Agency Terms of Business mean all persons named on the booking (including anyone who is added or substituted at a later date). "We" "us" and "our" mean Alihoco.
We act only as an agent in respect of all bookings we take and/or make on your behalf. For all bookings, your contract will be with the supplier/principal(s) of the arrangements in question (the ‘Supplier/Principal’). When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the arrangements. Your booking is subject to these Agency Booking Conditions and the specific booking conditions of the relevant Supplier/Principal you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude their liability to you. Copies of applicable conditions are available on request from us.
You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any bookings including multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 2018 nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.
As a result of the above, our obligations to you when you book a “Single Component Booking” have been set out below as clearly as possible.
References to “Travel Arrangement(s)” in these Agency Terms of Business are to the accommodation, transport, activities, excursions and other services we feature on our website. References to “Supplier/Principal” means the third party supplier of the Travel Arrangements, including but not limited to accommodation providers, transfer providers, car hire companies, tour operators and attraction providers.
For all bookings we act as agent on behalf of the Supplier/Principal.
1. Your Contract
When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Travel Arrangements, as specified on your confirmation invoice. Your booking with us is subject to these Agency Terms of Business and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and you we advise you to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal's liability to you. Please ask us for copies of these if you do not have them.
Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf.
As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the Travel Arrangements provided by the Supplier/Principal, these bookings will be treated as “Single Component” bookings and will not be afforded the benefit of the rights under the PTRs.
2. Making your Booking
During the booking process the key details of your booking will be confirmed to you. We will then proceed to confirm your booking with the Supplier/Principal(s).
By making a booking, the first named person on the booking (the "Lead Passenger") agrees that they:
Have read these Agency Terms of Business and the specific terms and conditions of the relevant Supplier/Principal and has the authority to and does agree to be bound by them.
are authorised to make the booking on behalf all persons named on the booking and by the parent or guardian of any party members who are under 18 years of age when the booking is made. By submitting the booking the Lead Passenger confirms that he/she is so authorised.
are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services
accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Please Note: If you wish to make a Group Booking (which is a booking consisting of 4 or more rooms) please call one of your group holiday booking experts, who are contactable on 01782 409617. Please note that the deposit and cancellation terms applies by Supplier/Principal(s) may differ in respect to Group Bookings.
3. Paying for your Booking
Unless otherwise advised, payment in full is required by the Supplier / Principal at the time of booking.
Some bookings for travel more than 4 weeks later are eligible for a deposit/Instalment plan to cover the cost of the hotel and transfers and balance payment due at later dates.
If the balance is not paid by the due date we will notify the Travel Provider(s) and your booking will be cancelled. In the event of cancellation you will be liable for the applicable supplier cancellation charges and a cancellation fee of £30 per person.
Low deposit/Instalment plan:
With our low deposit/Instalment plan, you can book ahead and secure your perfect holiday with a low deposit and spread the cost with our instalment plan.
This scheme is not offered to non-refundable rooms. If you book a non-refundable room you will not be able to cancel or amend your booking and no refund will be available.
4. Card Charges
There are no debit or credit card fees.
Credit Card Fraud Protection
Your payment will be handled by our payment provider. If we suspect a fraud, we reserve the right to cancel a transaction for security purposes.
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.A credit check is not performed and 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.
5. Discount and Promotion Vouchers
If you possess a discount voucher or promotional code entitling you to either a fixed amount or percentage off your booking this amount will be deducted at the final stage of your booking before any payment is taken.The value being discounted will clearly be shown to you as well as the balance that will be taken via your chosen payment method.
Discounts will only be made against the relevant component of your booking and any further components, administration fees and processing fees will not be discounted.Certain products and services cannot be discounted.By entering your discount or promotion code on the search form these will be excluded from your results.
In the event that your discount is more than the total value of your travel arrangements the balance of the voucher or promotional code will not be refunded and will become forfeit.
6. Confirmation of your Booking
At the time of booking you will be issued with an email acknowledging receipt of your booking. This e-mail will simply acknowledge receipt of your booking request and will not amount to a confirmation that your booking has been confirmed.
Your booking will be confirmed and a contract will come into existence between you and the relevant Supplier/Principal(s) when we have received the required payment and issued you with a confirmation invoice, on behalf of the Supplier/Principal(s). This is confirmation of your booking.
Please note that we do not issue invoices in circumstances where your booking requires payment to be made directly to the Supplier/Principal (such requests should be made of the Supplier/Principal during the course of your stay). Furthermore, a payment made at the time you are making your booking does not in itself mean that your booking is confirmed. We make live, and often non-refundable, reservations with Supplier/Principals for which we need to have the security that we have appropriate payment from you. Your initial payment to us gives us your authority to confirm your booking with the Supplier/Principals. If in the short period between us taking your payment and seeking to confirm your booking with the Supplier/Principal the product has become unavailable and we cannot book an alternative acceptable to you, you will of course receive a complete refund of the money you have paid for that product.
All relevant documentation (itineraries, invoices and all vouchers) will normally be sent to you via email. In the rare cases where documents cannot be sent electronically they will instead be sent by first class post. Any documents sent by post will be despatched 2 weeks prior to your departure date and is assumed to be received once sent by us. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If documents need to be reissued you will be responsible for all related costs. Other delivery options are available but are subject to the payment of an additional charge.
For attraction tickets full instructions will be given with the voucher as to how they should be redeemed. On receipt of any documents please check that all names, dates and timings are correct and advise our Customer Services team immediately of any errors.Please ensure in particular that the names given are the same as in the relevant passport.
Please note that any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Supplier/Principal.
Alihoco will not be responsible for any information or documents that you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder.We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to regularly check your spam folder.
We reserve the right to increase the price of confirmed Travel Arrangements solely to allow for increases which are a direct consequence of changes in:
i.The level of taxes or fees applicable to the Travel Arrangements imposed by third parties not directly involved in the performance of the Travel Arrangements, including tourist taxes, and
ii.The exchange rates relevant to the Travel Arrangements
Should the price of your confirmed travel arrangements go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that Travel Arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
There will be no change made to the price of your confirmed booking within 20 days of your departure nor will refunds be paid during this period.
9. COVID-19 Update
Please Note: In response to the ongoing COVID-19 pandemic, our accommodation suppliers may be required to implement various policies and procedures in an effort to limit the spread of COVID-19. These policies and procedures are put in place for the safety of guests and may result in some facilities that are ordinarily provided being subject to restrictions, changes or otherwise not being available at all (this may particularly be the case during peak times, where certain facilities would otherwise be busy). Where we are able to, we will provide you with information about any such changes as soon as reasonably possible after we become aware of the same. Please also note that any change to the availability of facilities at your chosen accommodation arising as a result of the COVID-19 pandemic will not be classed as a ‘significant change’ to your booking.
10. Special Requests
If you have any special requests(for example dietary requirements, cots or room location) you must advise us at the time of booking.
Although we will endeavour to pass any reasonable requests on to the relevant Supplier / Principal, no guarantee that any request will be met can be given and we will have no liability to you if they are not.
If you request confirmation in writing that a special request has been noted or passed on to the Supplier / Principal or request the inclusion of the special request on your confirmation invoice or any other documentation please note this is not confirmation that the request will be met.Unless and until specifically confirmed, all special requests are subject to availability and local charges may apply
It is a condition of booking for many Supplier/Principals that you take out sufficient travel insurance to cover the travel arrangements you have made. We strongly recommend that you take out such insurance. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.
If you choose to travel without adequate insurance cover, neither we nor the Supplier/Principal will be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
12. Medical Conditions and Disabilities
If you or any member of your party has any medical condition or disability which may affect your booking or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and also whenever any change in the condition or disability (if any) occurs. You must also promptly advise us if any medical condition or disability which may affect your arrangements develops after your booking has been confirmed. If the Supplier/Principal reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline the reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when the Supplier/Principal becomes aware of these details.
13. Passports, Visas and Health
It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. We can only provide general information about the passport and visa requirements for your trip. You should confirm the specific passport and visa requirements and other immigration requirements for you and your party with the relevant Embassies and/or Consulates.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to indemnify us in relation to any costs which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.
For further information British Citizens should contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.
Non British Citizens, including other EU nationals, should contact the Embassy, High Commission or Consulate of your destination, for up to date advice on passport and visa requirements.
Up to date travel advice and information on safety issues worldwide can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.
14. Amendments by you
An amendment request will only normally be accepted by the Supplier/Principal up to and including 7 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Supplier/Principal on a case by case basis. In addition your amendment request will be subject to the terms outlined below. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined.
All amendment requests must be made directly to us in writing. Whilst we will try to assist, we cannot guarantee that such requests will be met. Any requests for amendments must be made in writing from the person who made the booking. Amendments can only be accepted in accordance with the terms and conditions of the Supplier/Principal. We will charge an administration fee of £30 per person and any further cost we incur in making this alteration. Please note that certain travel arrangements may not be changeable after a reservation has been made and any amendment request could incur a cancellation charge of up to 100% of that part of the arrangements. If amendments are required within 12 weeks of departure cancellation charges may apply in addition to an administration charge of up to £50 per person, charged by the Supplier/Principal in addition to our own administration charge and costs.
15. Cancellations by you
Any cancellation request must be sent to us in writing and will not take effect until received by us. Cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal.
If you cancel your booking, the Supplier/Principal may charge the cancellation charges outlined in their terms and conditions (which may be 100% of the cost of the travel arrangements) along with our administration fee of £30 per person. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.
All cancellation requests must be made directly to us in writing.
Most of Hotel Supplier/Principals apply the following cancellation charges:
Please Note: the above cancellation charges are provided by way of illustration only, in relation to any booking made the applicable Supplier/Principal may apply different cancellation terms to your booking, in which case you will be liable to pay such differing cancellation terms, as part of your contract with the Supplier/Principal. If a Supplier/Principal’s policy differs from the above you will be informed at the time of cancelling.
Non refundable rooms cancelled will incur a 100 % charge from the time of booking along with our administration fee of £30 per person.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.
16. Changes and Cancellations by the Supplier/Principal
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.
While we try to ensure that all details, including prices, displayed on our websites are accurate, given the large volume of products we offer, some mistakes will inevitably arise. The product information displayed on our website is taken as live feeds from the systems of the relevant Supplier/Principal’s and Alihoco cannot therefore accept responsibility for any errors.
Notwithstanding the above, in cases where details of a product are materially incorrect we will offer you the choice of continuing with your booking at the correct price or cancelling with a full refund of money paid on that product only. We will not be obliged to offer any additional compensation for disappointment suffered.
All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
Our Website may contain hyperlinks to websites operated by other parties, such as Tripadvisor. Such hyperlinks are provided for your reference only. We do not control such websites and are not responsible for their contents or the privacy or other practices of such websites. Further, it is up to you to take precautions to ensure that whatever links you select or software you download (whether from this Website or other websites) is free of such items as viruses, worms, trojan horses, defects and other items of a destructive nature. Our inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators.
18. Customer Testimonials
Where you send us testimonials, reviews, comments or other such material ("the materials") relating to your arrangements with us, you agree that we are permitted to publish these materials, or extracts of these materials on our website, marketing material or otherwise as we see fit. You disclaim any proprietary or other rights you may have in the materials, and agree that such materials can be freely used by us for any reason whatsoever, without your further permission. Please note that we will not publish your full name, address or contact details on our website and this shall remain confidential at all times.
19. TripAdvisor Reviews and Ratings
TripAdvisor Reviews and Ratings content is provided by our partner TripAdvisor. The reviews are the views and opinions of TripAdvisor members and not TripAdvisor LLC, they are shown on Alihoco.com 'as is' and are not filtered. We accept no responsibility for content provided by TripAdvisor.
Because the contract for your Travel Arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them.
If you experience problems with your Travel Arrangements you must advise the local representative of your Supplier/Principal immediately, in order to give them the opportunity to resolve the problem. If you don’t do this it may weaken any claim you may have against the Supplier/Principal and the amount of compensation you may be entitled to may be reduced or extinguished as a result. Emergency Numbers covering your Travel Arrangements can be found on the relevant voucher.
If the Supplier/Principal is unable to assist you please call 01782 409617 and we will do our best to help, in our capacity as agent. Please note that this is a dedicated in resort line and is reserved solely for the use of customers experiencing problems while abroad. If you are not due to be abroad at the time of your call the agents manning this number will not have any information relating to your booking.
In the event that the matter was not rectified in resort or you are unhappy with the service you have received from the Supplier/Principal or us we want to hear from you. Letting us know your concerns gives us the opportunity to try to put matters right for you in our capacity as agent.
In order to do this you need to provide a letter with any supporting evidence (photos, receipts etc.) to:
Alihoco Marketing, International House, Stubbs Gate, Newcastle under Lyme, Staffordshire, ST5 1LU
Please note that we do not offer any form of Alternative Dispute Resolution. However, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.
21. Financial Protection
You will be offered the option of transferring monies to be credited against another hotel booking or receiving a refund. Supplier Terms and Conditions apply. This is not offered to non refundable rooms. If you book a non- refundable room you will not be able to cancel or amend your booking and no refund will be available.
22. Data Protection
23. Prompt Assistance
Whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other assistance you require you should make a claim directly to the supplier. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
24. Our Responsibilities for your Booking
We will not accept responsibility for services or facilities which were not included on your booking confirmation or where they are not advertised on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
25.Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason,you must contact us immediately or ensure you contact your Hotel.
A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made independently by you in conjunction with your flight.
26. Your Behaviour
You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the Supplier/Principal(s) concerned. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Supplier/Principals reserve the right at any time to terminate your arrangements due to your behaviour, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the Supplier/Principals nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay/transfer being terminated. You agree to indemnify us against any claims (including legal costs) made against us or on behalf of the owner of any such property or accommodation. Finally you are also liable to make a reimbursement to the Supplier/Principal for any damage caused, before the end of your stay.
The Supplier/Principal reserves the right to terminate (before or after departure) your booking or that of any member of your party due to your or their misconduct, within their reasonable opinion.
27. Force Majeure
Except where otherwise expressly stated in these Agency Terms of Business, we will not be liable or pay you compensation if our obligations to you are affected by unavoidable and extraordinary circumstances, meaning any event beyond our of the Supplier/Principal’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken (“force majeure”). Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier/principal(s) concern’s control.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
We do not sell excursions or organise activities. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We do not have any responsibility or liability whatsoever for anything which may go wrong on a resort booked excursion and cannot accept any liability on any basis in relation to such activities or excursions.
Your contract with us will be governed by English Law. Any related disputes will be dealt with by the courts of England and Wales unless you live in Scotland or Northern Ireland in which case the local courts can deal with any dispute.
Additional Terms for Accommodation Bookings
(A) Hotel Ratings
The hotel ratings featured in our advertising and on our website are the Supplier/Principal's own ratings and are based on official tourist board ratings. The rating standards applied may vary from country to country and between Supplier/Principals.
(B) Hotel Standards
The hotels featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.
Some Supplier/Principal’s charge different rates for different nationalities staying at their hotel, particularly if you are a citizen of the country in which you wish to stay.Please note this does not affect UK or Irish citizens and in most circumstances does not apply to other EU residents travelling to a country within the EU where they are not a citizen. Problems typically occur where passport holders travel to the country where their passport was issued.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.
Included in the price is:
The accommodation as confirmed to you, plus the board basis you have chosen and paid for.
All Inclusive Board Types: These vary significantly by Supplier/Principal.The guide below is indicative only. Individual hotels and third party supplier interpretations of the board options below may differ.
VAT is included in the cost of all accommodation to countries within the EU.
Special offers are subject to availability.
What's not included in your booking:
The basic accommodation cost does not include:
Transfers between airport and accommodation.
Excursions and other personal expenditure, unless otherwise stated within the offer on the website.
Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking.
Charges that accommodation establishments or apartments may make for facilities such as cots, air conditioning, parking, minibus services, sun beds, sauna, tennis courts and equipment, porters, internet access, safety deposit boxes etc.
Deposits requested on arrival by some accommodation establishments.
Certain countries have a local tax, known as 'occupation tax', 'tourist tax', ‘City tax' or ‘resort tax', which must be paid directly by you at your accommodation or at the airport.
(D) Our price promise
We offer a lowest price guarantee on hotel bookings.
If you make a hotel booking through us and then find a lower price on the internet site of another TTA and/or ATOL bonded UK based travel agency then, subject to the these terms and conditions, we will refund you the difference.
Claims must be made within 24 hours of booking and must include the following information
Your booking reference with us (Itinerary number)
Name of hotel
Name of other website and price quoted
Link to the other website showing the different rate or a screenshot of the site
Please note we must be able to verify the alternative rate is both available and immediately bookable online with another TTA UK based online agency. If the Support Request fails to contain any of the above information, it may lead to a delay in processing your refund application.
If the same room type in the same hotel for the same date is found at a lower price on another TTA UK based travel agency website your claim will then be investigated and if applicable we will issue you with a refund. In order to claim a refund of the difference between the price agreed with Alihoco and the lower price the following conditions must be satisfied:
The booking must have been made online.
The claim must be based on a like for like comparison of the same type of room, occupancy and party composition (mix of adults and children) in the same hotel, including the same services as those offered by Alihoco (e.g. inclusive of service charges, taxes and breakfast) and be for the same dates as you have actually booked.
The accommodation at the lower price must be available immediately for purchase by an online customer. "On Request" rooms are excluded.
The accommodation at the lower price must not be a special offer price, discounted due to frequent flyer mileage credits, a promotional price or part of a package.
The accommodation at the lower price must be offered in the same currency as that of the booking with Alihoco
Alihoco must verify the claim to our reasonable satisfaction. This includes being able to verify the alternative rate is both available and bookable online through another TTA UK based travel agency.
Exclusions: The following bookings are excluded from this price promise
Bookings made via our call centre.
Bookings made within 96 hours of departure.
Direct payment bookings, where you pay the hotel and not Alihoco for your accommodation booking.
Bookings made during fair and exhibition periods.
Bookings involving more than 3 rooms.
Refunds must be claimed within 24 hours of the time of booking.
Only one refund claim can be made per person per month
The refund claim must be submitted as a Support Request in the My Account section of our website under the heading "I want to take advantage of the price promise". Any request sent by other means will not be accepted.
We will review your request and contact you via e-mail within 2 business days. If you are eligible for a refund we will credit the payment method used to make the booking. If your booking has not been paid in full, then the refund will be deducted from your outstanding balance.
As an alternative to refunding you the difference between the price agreed with Alihoco and the lower price we may, at our sole discretion, cancel your booking and refund you in full.
(E) Child Ages
Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure.
(F) Number of Nights
The number of nights stated in the price online refers to the number of nights the accommodation has been reserved for you. Some flights may be night flights; when you arrive in resort your accommodation will only be available if you have reserved it for that night.
(G) Check in/check out times
These will vary by property and Supplier/Principal; but the following is a guide:
Check in: from 3pm
Check out: by 11am
Late check outs may be possible but must be agreed directly with the Supplier/Principal. An additional charge will normally apply.
Additional Terms for Transfer Bookings
(A) Drop off and Collection
Please note the Supplier/Principal of any transfer booking will always aim to drop and/or collect you as close to your accommodation as possible. In some instances it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the Supplier/Principal's control.
(B) Transfers Standards
The transfers featured in our advertising and on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.
(C) Luggage Allowance
Standard Luggage Allowance
The standard luggage allowance is one piece of hand luggage and one standard suitcase/holdall (less than 23kg) per person.
On a Shuttle Service there is no additional charge for pushchairs and manual fold-down wheelchairs or for small sports equipment such as tennis rackets.
On a Private Transfer, if you are bringing pushchairs or fold-down wheelchairs, please book a vehicle large enough to ensure you and your belongings can all travel in comfort and safety, for example if four people are travelling with luggage and a pushchair, please book a vehicle for five or more people.
On a Shuttle Service sports equipment, such as ski or golf bags, surf boards or bicycles, is classed as excess luggage and is normally chargeable. Please check with us before booking.
On a Private Transfer, if you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle.
(D) Late Arrivals
The Supplier/Principal will always endeavour to make sure that your transfer service is provided, even when flights are delayed, or affected by circumstances outside of your control.
However, please be aware that it is your responsibility to make the Supplier/Principal aware of any delays; it is not always possible to predict and/ or obtain information with regard to such instances. As a result neither we nor the Supplier/Principal accepts responsibility for missed transfer services due to delayed, postponed, or other problems affecting flights.
In the event a return flight is missed owing to a delay with the transfer service which is out of the Supplier/Principal’s control, they will not be responsible for any additional costs incurred nor will compensation be due.
(E) Your Responsibilities
Neither we nor the Supplier/Principal accept responsibility for transfer services not received as a result of incorrect information provided by you at the time of booking.
The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party.
If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other passengers, the Supplier/Principal’s responsibility for your transfer will cease. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the Supplier/Principal shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of the service being terminated.
When you book a transfer service through us you accept responsibility for any damage to the transfer vehicle caused by you or a member of your party and you are liable to reimburse the Supplier/Principal before you return home. You also agree to indemnify us against any claims (including legal costs) made against us or on behalf of the Supplier/Principal.
Additional Terms for Car Hire Bookings
Please note that the rental of the vehicle will be subject to the law of the country in which it is supplied to you and for this reason you will be required to sign a rental contract with the Supplier/Principal which supplies the vehicle. You should satisfy yourself that you understand (and agree) to its booking conditions, as you will be subject to, and must comply with these conditions, and the local law.
We cannot accept liability for any charges incurred on documentation signed for and accepted locally. We strongly recommend that, prior to signing the car hire company's local rental agreement, you ensure that the details on this agreement match those details on your car rental voucher. Any additional purchases accepted to your credit card after the rental agreement has been signed will be your own financial responsibility.
We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. You accept responsibility in respect of such claims. This list is not exclusive.
Included in the standard rental rate is:
Mandatory insurances. These vary from country to country. Please check the Supplier/Principal’s booking conditions to ensure that the mandatory cover is adequate for your needs. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
Airport surcharges, with the exception of Israel.
Bail bonds (where needed).
All taxes on pre purchased items (except Australia where taxes are paid locally by law).
What's not included?
Non-mandatory insurances. Please review the Supplier/Principal’s booking conditions and advise us of any additional insurance cover that you require. Insurance protection is subject to a number of exclusions which are detailed in the Supplier/Principal’s booking conditions. Please contact us if any aspects of the available cover are unclear.
Fuel (please see also the deposits section below).
Garaging, tolls, congestion charges, parking and traffic fines.
Additional driver charges where applicable - please check online or with our reservations department at the time of booking. These charges are payable locally.
Out of hours charges.
One-way rental charges where applicable.
Delivery and collection charges where applicable.
Young drivers charges where applicable.
Licence fees in Barbados and Jersey.
All taxes on items purchased locally
These vary significantly from location to location. Please check the Supplier/Principal’s booking conditions for details of the mileage allowances included for your booking.
Any charges payable locally are subject to local taxes at the prevailing rate in that country.
(D) Flight information
For airport pick-ups, it is essential that you provide the correct flight number and arrival time, before departure. This can be done either online or by phone.
If this is not available at the time of booking, please ensure that provide us with this information at least 7 days prior to departure. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.
(E) Out of hours charges
In most locations flights will be met and cars supplied outside of normal working hours. However, there may be an additional charge for this service payable locally. You will be notified of any additional charges within 48 hours after you give us your flight information. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the out of hours service is available.
Neither we nor the Supplier/Principal can accept no further responsibility where there is no out of hours facility available and it is therefore recommended that you take independent travel insurance to cover this eventuality.
(F) Period of rental
The duration of your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher, the price of which will be confirmed at the time of booking and is calculated on the basis of 24-hour units. If you wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher, you will be charged locally at the local daily rate, which may be higher than our rates. No refunds are payable on cars returned early.
(G) Special requests
Child seats: these are mandatory in most countries and must be requested at the time of booking. If requested and confirmed at least 7 days prior to departure these will be guaranteed. Although instructions will be provided you will be required to fit the child seat yourself. For older children, it is recommended that you take your own booster seats.
Roof racks and ski racks: these are available in some locations and should be specially requested at the time of booking. There is usually a charge for them which is payable locally. No guarantee can normally be made regarding their availability unless a specific package is purchased.
Delivery and collection must be booked by phone.
(H) Driver’s age
If you are under 25 years old please inform our reservations staff at the time of booking. Age restrictions may apply in certain destinations, and in some cases there may be a young driver charge payable locally.
(I) Driving licence
Drivers must hold and produce at car rental collection a full national driving licence from their country of residence, valid for at least one year. (In some cases an International driving permit maybe required, please check the important information at the time of booking)
Drivers holding a photocard British driving licence must also present the paper endorsement sheet that was issued with the licence.
In certain locations and for some car types, drivers must have held a full licence for a minimum of 2 years.
It is the driver's responsibility to ensure that he/she has the appropriate driving licence.
You must inform us of any endorsements on the driver's licence as we may be unable to process your booking, on behalf of the Supplier/Principal.
No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.
Faxed or photocopied licences are not acceptable.
(J) Rental documents
The rental voucher must be presented when picking up your rental car. We cannot be held responsible for rentals rejected if a voucher is not presented.
You should retain your rental documents and related receipts for a minimum of 28 days after returning home.
When you collect your car you will be required to leave a deposit with the Supplier/Principal to cover the collision damage waiver excess, theft waiver excess (where applicable) and fuel. To do so, a valid credit card in the name of the lead driver, must be produced.
Deposits vary from destination to destination.
Cash deposits are rarely accepted.
Where a deposit for fuel is payable, it will usually be refunded if the car is returned with a full tank. If the tank is not returned full, the car hire company will charge for fuel at its prevailing rate. They may also levy a refuelling charge. Please check the fuel policy when you pick up your car.
Deposits against damage are required in some countries. A major credit card can be used for this purpose.
(L) Provision of cars
The Supplier/Principal can refuse to provide a car to any customer who is, in their opinion, unfit to drive or does not meet eligibility requirements. In such circumstances your contract with the Supplier/Principal will terminate immediately, and we will have no further liability to you, and no refund will be due.
(M) Number of passengers
Rental cars are insured for a maximum number of passengers. We cannot accept responsibility if the vehicle is not large enough to fit all passengers and luggage on arrival if details were not supplied at the time of booking. In the interest of safety this maximum number must not be exceeded and if exceeded the insurance will be invalidated.
(N) Driving restrictions
Restrictions are applicable when crossing country and state borders. Please consult our reservations department at the time of booking as to whether border crossing is permitted and what, if any, charges apply.
Collision Damage Waiver ("CDW")
Your car rental agreement with the Supplier/Principal will normally include CDW which waives, in most circumstances (see exclusions below), your liability to pay for any damage caused to the vehicle during the period of hire, subject only to the payment by you of a charge, referred to as an "excess" (unless you are advised that this is not applicable at the time of booking). Your liability for the damage will be limited to the cost of the excess. CDW is subject to certain exclusions which include, without limit, when damage is caused to windows/windscreens, wheels and tyres, the underside or roof of the car or where the vehicle is driven off-road or on un-tarmacked roads, without due care and attention, negligently or where the driver is under the influence of alcohol or other drugs. Your liability to pay for the damage will therefore not be waived in these circumstances and you may be liable for the full cost.
Damage Excess Waiver ("DEW")
If you would like to waive your liability to pay the CDW excess referred to above, then you can purchase a DEW product. However, please be aware that even with this product you will still have to compensate the relevant Supplier/Principal for damage which falls within one of the exclusions identified above. DEW is not available in relation to prestige cars.
On all bookings you will be required to leave a deposit to the value of any CDW excess you may be required to pay if the vehicle is damaged during the period of hire (see the paragraphs dealing with CDW above). If the vehicle is damaged, the deposit will be retained and treated as payment of the excess. If, however, you have purchased a DEW product, your liability to pay the excess will be waived and you may reclaim it, subject to the terms and conditions, by filling in an accident report form (supplied by the Supplier/Principal) and sending a copy of it to us. Your liability to pay for damage to the vehicle will therefore be limited to the cost of the daily rate you pay for CDW and DEW.
(also known as Theft Protection)
This provides coverage for theft or attempted theft, of the vehicle up to the full value of the vehicle and any loss that the car hire company may incur.You are responsible for the excess of each claim, which you will be required to pay as part of the overall excess deposit (unless you are advised that this is not applicable at the time of booking). Your loss will be limited provided the vehicle is used and its keys returned in accordance with the terms and conditions of the rental agreement.In the event that keys are lost or damaged, you will be liable for the reasonable costs of obtaining a replacement, and further costs if directly related to the theft of the car.
(P) Car type/suitability
The Supplier/Principal will be unable to guarantee a particular make, model or fuel type of car.The car shown on your voucher is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).
If you have booked a prestige car, the specific car booked is guaranteed.
If it becomes impossible to provide your booked car due to breakdown or an accident, a similar or upgraded car will be provided by the Supplier/Principal.
If you are dissatisfied in any way with the standard of your booked car, you must advise the Supplier/Principal immediately in writing within 28 days of your return. Failure to do so may result in any claims not being accepted or settled by the Supplier/Principal.
(Q) Mechanical difficulties/accidents
In the event of any mechanical difficulties or accidents involving your car, it is important that details are reported to the car hire company within 24 hours.
In the event of an accident you must also complete an accident report form by the end of the rental period.
Local police should also be notified in the case of accidents and a signed police report obtained.
Full details of third parties should also be obtained.
The Supplier/Principal must give authority to repair or replace a vehicle. Their name and contact details are shown on your voucher and rental agreement.
You should retain copies of all rental documentation in the event an insurance company is involved. Your insurance cover may be invalidated if this procedure is not followed correctly and this may prejudice any claim for compensation.
A check-in form must be signed on return of the vehicle.Failure to do so may delay the investigation of disputes regarding damage excess charges.
Additional Terms for Airport Parking and Port Parking
(A) Directions and parking procedures
When using airport parking please make sure you have directions to your car park, the car park telephone number, and details of the entry and exit procedures for the car park.Directions are included on the customer confirmations.Directions and maps serve as a guide only.We recommend you use them in conjunction with an up-to-date road atlas.Your voucher is only valid in the car park you have booked.Should you park elsewhere you will be charged locally and neither we nor the Supplier/Principal will reimburse you.
(B) Car park entry/exit procedures
Entry and exit procedures vary at each car park.Please see the information on your confirmation.If you are charged again by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher you may not be able to obtain a refund.
(C) Airport transfers
24-hour transfers to and from the airport are included in the price, unless the airport is within walking distance or not operational 24 hours.Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements. Transfer times stated on our web site relate to the time it takes to travel from the car park to the airport terminal.All transfer times stated are provided by the Supplier/Principals.Airparks' transfer times are based on calculations made by Google Maps™ (taken November 2010). We always advise you to leave plenty of time in case of unforeseen traffic delays.
(D) Minimum stays
Minimum stays and charges apply at some car parks.If you wish to stay for fewer days then you may, but the cost of the minimum duration is payable.This is made clear during the booking process where applicable. Daily prices may vary according to the date and length of stay. Stays of fewer than eight days may attract a higher daily rate.
(E) Car keys
In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.
(F) Special needs parking
Where disabled facilities are provided, please ensure these are suitable for your individual needs.
All parking is subject to the terms and conditions of the individual car park these are available on request from the car park.Ensure no valuables are left in the vehicle, as the Supplier/Principal will not accept liability.Parking is always at the vehicle owner's risk. Where security features are described there is no warranty as to their effectiveness.
(H) High-sided or unusually wide vehicles
Not all car parks can accommodate high-sided or large vehicles due to their own policies or height restrictions.If the car park can accommodate larger vehicles then there may be an extra charge. Please check with us before booking.
(I) Meet and Greet parking
If you have booked Meet and Greet parking, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your booking reference. Please check your booking confirmation for details.Supplements may be charged for service outside normal hours and on all public and bank holidays, payable directly to the parking operator.
Additional Terms for Attraction Bookings
(A) Alterations by your Supplier/Principal
In the unlikely event that your arrangements are significantly amended, cancelled or cannot be confirmed by the Supplier/Principal before commencement and there is time to do so, they will inform you and offer you the choice of the following options: (1) accept the change(for significant changes) or(2) purchase alternative comparable arrangements from the Supplier/Principal or(3) cancel your booking in which case you will receive a full refund of all monies that you have paid for your attraction ticket arrangements.The options set out above represent the full extent of the Supplier/Principal's liability to you in the event of a significant change or cancellation of your arrangements. Please note neither the Supplier/Principal nor we are responsible for any additional costs incurred as a result of this, nor will they be obliged to pay compensation.
(B) Alterations and Cancellations by you
Following an amendment, an amended voucher(where applicable) will be issued to you.The original voucher will then become invalid and should be destroyed.No refunds will be payable if the original voucher and not the reissued one is redeemed at the attraction concerned.If you have been paid a refund in respect of an amendment and you subsequently manage to use the original voucher you will be responsible for paying that refund back to the Supplier/Principal via ourselves.
If you cancel your booking but then somehow manage to redeem the original voucher you will be responsible for reimbursing the Supplier/Principal, via ourselves, for the full cost of the voucher.
(C) Your Responsibilities
The Supplier/Principal reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their opinion, is likely to cause annoyance, distress or danger to other customers or any third party. If you are prevented from using an attraction because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other customers, the Supplier/Principal’s responsibility for your attraction ticket will cease.Full charges will apply and the Supplier/Principal will be under no obligation to provide a refund, compensation, or any further assistance.
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