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Terms & Conditions

The terms and conditions set out below apply to all bookings made through our website www.fermainvalley.com or by telephone with Vista Hotels Group Ltd

1. Making a Reservation

Vista Hotels Group Ltd requires a valid credit or debit card number as guarantee for all reservations.

Once a booking request is received, subject to availability and the price being correctly quoted, you will receive written confirmation of your booking details (via email). If you do not receive this confirmation or there are any errors, please notify us immediately.

Special offers are subject to availability and include restrictions on certain dates, please contact reservations for full details quoting the offer you wish to book – reservations@vistahotels.co.uk

We reserve the right to cancel reservations where there have been obvious errors in published rates.

2. Arrival & Departure

Rooms are available for check-in from 3pm on the day of arrival and must be vacated by 11am on the day of departure. We may be able to offer early check-in or late check-out, however this can not be guaranteed. If you check out after 11am we reserve the right to make an

additional charge.

The room(s) booked are for the agreed number of guests as stated on your booking confirmation, if you wish to amend the number of guests this must be agreed in advance and may affect the total cost of your stay.

3. Guests Responsibilities

By making a reservation with us you agree to keep the occupied room and all fixtures and fittings, in the same conditions as you find them. Any damage or loss, however caused, must be paid for. All breakages and damages should be reported to us at the earliest opportunity.

Smoking is not permitted in the hotel; we reserve the right to charge for any damage caused or additional cleaning required as a result of smoking in the room.

Guests should abide by all signs and notices at the hotel, they are there for your safety and to ensure everyone’s enjoyment of the hotel facilities.

4. Cancellation Policy

If you wish to cancel your stay, please contact us at the earliest opportunity.

Cancellation Fees:

  • If cancelled less than 48 hours prior to arrival, 100% of the first night’s accommodation will be charged plus 50% of the remaining stay value.
  • If cancelled 2-28 days prior to arrival, 50% of total stay value will be charged

All cancellation/amendments must be received in writing or via email. No allowance can be made in the instance of transport delay. Where we incur travel costs from 3rd parties, these cannot be refunded.

Deposits for Advance Purchase Rates or other special offers are non-refundable, if your booking is cancelled any deposits paid will be retained. Non-payment of any deposits due will be construed as a cancellation by you.

If you wish to cancel your stay, please contact us at the earliest opportunity.

5. If you need to change your booking

If, after our confirmation invoice has been issued, you wish to change your booking arrangements in any way, for example your chosen departure date or guest names 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. If there are any costs in relation to the changes made to the booking, we will advise of the additional charges before amending your booking.

6. If we change your booking

It is unlikely that any changes will be made to your stay. However, we may occasionally have to make minor changes (for example a change of room type) 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, minor changes do not entitle you to any compensation.

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 stay, you will be offered an alternative hotel or set of dates (with the booking cost being adjusted to reflect the revised arrangements) or a full refund of all monies paid for the booking.

8. Guest Conduct

We reserve the right to refuse to accept or retain any person as a client if their conduct is disruptive. We shall be under no liability for any costs incurred by such a person because of doing so. Vista Hotels Group Ltd is entitled to deny admission to any persons behaving in a disorderly manner. Any person who is denied admission/transportation shall be deemed to have given notice of cancellation of his/her booking at that moment.

9. Data Protection

When making a reservation with Vista Hotels Group we will collect certain data during the booking process. This will be held securely in our system to process your current booking(s) and any future bookings, for a period of up to 5 years from your last visit. We will not transfer or process your data for any other purpose without your consent.

You have the right to request all data is erased at any time. For full details of our Data Protection Policy please contact reservations@vistahotels.co.uk

Marketing

Subject to your explicit consent, you can be added to Vista Hotels Group marketing database and you will receive information about latest promotions and special offers. You may remove your email from our database by clicking unsubscribe or request to unsubscribe by emailing reservations@vistahotels.co.uk

10. Travel & Health Insurance

Travel insurance is a vital aspect to booking a holiday, giving you protection against unforeseen circumstances. We recommend that you purchase travel insurance that properly covers your participation in whatever activities you may undertake at the time you make booking. Travelling without insurance is at your own risk. Please note there is no reciprocal

health agreement between the Channel Islands and the UK.

11. Complaints

We appreciate that despite our care, problems can arise. If you have a problem with any aspect of your stay, 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 stay. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint 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 best way to contact us is at reservations@vistahotels.co.uk or if you prefer to contact us via post please write to the General Manager, Vista Hotels Group 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.

12. OUR LIABILITY TO YOU

We accept no liability for any loss or damage to any personal belongings or any injuries

sustained by you or any member of your party.

We will take all reasonable precautions to keep you safe during your stay with us, however accidents can happen, and we are not responsible for such accidents, (to the greatest extent permitted by law). Please beware and follow all notices on site, they are there for your safety. Please take care whilst navigating stairways and pathways, particularly in the hotel gardens.

13. DISCLAIMER

The customer acknowledges that they may be engaging in any activities provided by the company and waives any or all claims that they may have in the future against the company and any of its shareholders, directors, officers employees 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.