Terms & Conditions
Your contract is with Vista Hotels Ltd.
VISTA HOTELS LTD. TERMS AND CONDITIONS
The Terms and Conditions below apply to all package holiday bookings made with Vista Hotels Ltd., i.e. those which are inclusive of travel and /or activities. Specific conditions which apply to travel or activity holidays may be disregarded in the case of bookings made for hotel accommodation only.
1. YOUR HOLIDAY CONTRACT
For holidays (travel and accommodation) booked 4 weeks or more prior to arrival, 50% of accommodation and/or inclusive package plus 100% of travel costs (which are non-refundable) are due at the time of booking, with the balance being due on departure.
For reservations for room only or bed and breakfast, a credit card number will be required as guarantee at the time of booking. On arrival you will be asked for a card with which you wish to settle your account plus any extras. We will conduct an authorisation check at this time. Full payment of the final bill will be payable on departure.
2. IF YOU CHANGE YOUR BOOKING
If, after our confirmation invoice has been issued, you wish to change your holiday arrangements in any way, for example your chosen departure date, we will do our utmost to make these changes but it may not always be possible. Any request for changes must be made in writing (email) from the person who made the booking. You will be asked to pay an administration charge of £25 per person and any adjustment required to the price of the holiday relevant to the new booking. We will advise you of any further cost before making the change.
The customer acknowledges that he may be engaging in any activities provided by the company and waives any or all claims that he may have in the future against the company and any of its shareholders, directors, officers employees or servants for any personal injury, death, property damage or other loss which the customer may sustain during or as result of the activities and hereby covenants with the company to indemnify, keep indemnified and save harmless, the company against any such claim made by the customer.
4. IF YOU WISH TO TRANSFER YOUR BOOKING TO ANOTHER PERSON
If you are prevented from taking your holiday you may transfer your booking to another person by contacting us, providing full details of the person to whom you wish to transfer your booking.
A transfer fee of £25 will be charged, plus any additional costs we incur. The person to whom you transfer the booking must take out an insurance policy, as your own policy is unlikely to be transferable.
5. IF WE CHANGE YOUR HOLIDAY
It is unlikely that any changes will be made to your holiday. However, we may occasionally have to make minor changes (for example a change to travel time of less than 12 hours) and we reserve the right to do so at any time. If this is necessary we will advise you of any change at the earliest possible date but minor changes do not entitle you to any compensation.
6. IF YOU CANCEL YOUR HOLIDAY
Package breaks & travel
You, or any member of your party, may cancel your holiday package arrangements at any time. This must be completed in writing/email from a named party member. Since we incur costs if you cancel your holiday arrangements, you will have to pay 100% of the cost of travel, plus a percentage of the total stay value as outlined below in the cancellation policy*.
Bed & Breakfast only
If cancelled less than 48 hours prior to arrival, 100% of the first night's accommodation will be charged plus 90% of the remainder of the stay as per the cancellation policy below*.
29-42 days prior to arrival 50% of total stay value
2-28 days prior to arrival 75% of total stay value
No advice 100% of total stay value
All cancellation/amendments must be received in writing or via email. No allowance can be made in the instance of transport delay
7. IF WE CANCEL YOUR HOLIDAY
We also reserve the right, should extraordinary circumstances dictate, to cancel your holiday. If we are unable to provide your requested holiday, you will be offered an alternative hotel or set of dates (with the holiday cost being adjusted to reflect the revised arrangements) or a full refund of all monies paid for the holiday.
8. IF YOU HAVE A COMPLAINT
We appreciate that in spite of our care, problems can arise. If you have a problem with any aspect of your holiday, please inform the hotel management at the earliest opportunity. Immediate reporting is essential to give us the chance to put matters right, and to minimise the disturbance to your holiday. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on holiday and this may affect your rights under this contract.
Should you feel matters have not been satisfactorily resolved for you locally, please follow this up in writing to our Customer Relations Department within 28 days of your return home giving your booking reference and all other relevant information. The Customer Relations address is Vista Hotels Limited, Upper Gardens, Fermain Valley Hotel, St Peter Port, Guernsey GY1 1ZP. We aim to respond to any complaints within 28 days of receipt although this may take longer if we have to investigate and wait for a response from another party.
9. OUR LIABILITY TO YOU
We accept no liability for any loss or damage to any personal belongings/jewellery and it is the responsibility of the guest to ensure the safe storage and keeping of personal belongings during their stay.
(i) We do our best to ensure that the holiday that you book with us is supplied as described in the hotel brochure or website. We accept responsibility for the proper performance of the services we have contracted to provide and, if they are not provided as promised, due to the fault of our employees, agents or suppliers we will refund you appropriately for the value of the service affecting the enjoyment of your holiday. Except in the case of damage resulting in death or injury, we reserve the right to limit our liability to a full refund of the holiday, which we have contracted to provide.
(ii) We will not make any payment if your injury, illness or death was caused by an event or circumstances that we, our suppliers and employees could not have predicted or avoided, even if they had taken all necessary and due care.
Note: If we make any payment to you by way of compensation for any loss, damage or injury that you suffer on your holiday, you agree to assign to us any rights that you have against our supplier (for example the airline) or any other person that you may have and you agree to co-operate fully with us if we wish to enforce the rights that you have assigned to us.
We cannot accept responsibility for the consequences of any delays or cancellations due to weather conditions or other factors outside of our control. You are strongly advised to ensure they are covered by your own comprehensive insurance.
10. YOUR FINANCIAL PROTECTION
The holidays on our website and in our brochure and supporting documentation are ATOL protected since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. The ATOL number for Vista Hotels Limited is ATOL 6917. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."
“We, or the suppliers identified on your ATOL Certificate, will provide you with the Services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”
“If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims maybe re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.”
11. HOLIDAY CONDUCT
Please note that we reserve the right to refuse to accept or retain any person as a client if their conduct is disruptive and affects the enjoyment of other holidaymakers. We shall be under no liability for any costs incurred by such a person as a result of doing so. Vista Hotels Ltd. is legally entitled to deny admission or transportation to any persons behaving in a disorderly manner likely to affect the enjoyment of other holidaymakers. Any person who is denied admission/transportation shall be deemed to have given notice of cancellation of his/her booking at that moment.
12. CONDITIONS OF TRAVEL
When you travel by air, your journey may be subject to certain international conventions such as the Montreal Convention. You agree that the airline’s own Conditions of Carriage will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those Conditions of Carriage. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the airline. Please ask if you wish to see a copy of any of the conditions applicable to your journey.
13. DATA PROTECTION
When making a reservation with Vista Hotels Group for holidays (travel and accommodation) information you provide will be added to our database. Subsequent to processing of your information, your email address will be added to Vista Hotels Group e-newsletter database and you will receive information about latest promotions and special offers. Vista Hotels Limited has a strict policy of not selling, renting or transmitting your personal information to unaffiliated third parties. You may remove your email from our database by clicking unsubscribe at the bottom of each email or respond to us direct on firstname.lastname@example.org quoting ‘Unsubscribe from e-mail database’.
14, TRAVEL & HEALTH INSURANCE
Travel insurance is a vital aspect to booking a holiday, giving you protection against unforeseen circumstances that could otherwise spoil your holiday. It is important that you purchase travel insurance that properly covers your participation in whatever activities you may undertake at the time you make booking. Travel & General Insurance Company pls can assist you with insurance to specifically meet your needs on your holiday. Travelling without insurance is at your own risk. Health Insurance for your stay is advised. Please note there is no reciprocal health agreement between the Channel Island and the UK.