Turkey, Crete & Kefalonia
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Booking terms and conditions
Booking terms and conditions
Booking terms and conditions
1. Booking your Holidays
All holidays are subject to availability. As soon as we have confirmed that all aspects of your holiday are available and we receive £150 deposit per person from you (or you have paid your travel agent) plus any insurance premiums, your booking is confirmed. (If within 10 weeks of departure, full payment is required). The person whose name the booking is in must be over 18 years old and acts on behalf of all other named persons. Once we have received a payment from you then this constitutes agreement of our booking conditions.
Occasionally the deposits may be increased if we are buying seats in from an outside source whose booking conditions vary from ours. For all bookings made within 8 weeks of departure the booking is confirmed verbally at the time of booking and subsequently if you cancel or change it, changes as set out in (3) will apply.
2. Your invoice
You will receive a confirmation invoice from us either by email or post which must be checked carefully. Any mistakes, especially to spelling of names must be advised immediately or at least within 7 days of receipt and we will do our utmost to amend them without any charges. However, charges may be incurred as some charter and scheduled airlines make charges for any changes and we would purely be passing these on.
The confirmation will confirm the date that your full payment is required and reminders will not necessarily be sent.
3. If you change your holiday
We will do our utmost to make any changes you request, however, charges will apply dependent on type of change and the date in respect of how close it is to departure.
i) More than 56 days before departure - £20 per change
ii) Less than 56 days - Cancellations charges apply
Please note:
a) To change date, duration, or property, a new price will be charged for your new holiday as of the date you made your original booking.
b) If you change one or more names (but not all names) £40 per name change is charged up to 28 days before departure, then cancellation charges apply.
c) If you reduce the number in your party, the price of the total holiday will be recalculated using the amended party size (price charged from date of original booking). In addition, a cancellation charge will apply to those guests now not travelling.
d) Bookings cannot be changed from one year to the next, this would be treated as a cancellation.
Also please note: If the change requires us to contact an outside supplier, i.e. airline, we will have to pass on, in addition to our administration fee, any charge that they make but will advise you of this at the time of the change.
4. If you cancel your holiday
Any cancellation must be notified in writing by the person whose name the holiday is invoiced to, by email or post. It will be actioned and charges will apply from the date that we receive the letter.
Period before departure date Cancellation charge as % of total
holiday cost less any insurance premium
56 days or more Deposit paid
55-40 days 40% or deposit whichever is greater
40-29 days 50%
15-28 75%
14 days to departure 100%
Please Note: If your cancellation involves an outside supplier, whose cancellation charges are more, we reserve the right to increase those charged to cover them. If Tapestry have paid in full for your ticket, at time of booking, we reserve the right to pass on these costs should you cancel your holiday.
If the reasons for your cancellation fall within the terms of insurance, you must make a claim direct to your insurance company. Insurance premiums are forfeited on cancellation. If you do not turn up for your flight, your booking will be treated as a cancellation and normal cancellation charges of 100% will be applied. If only part of your party is cancelling this may affect the price of the rest of the booking.
5. Our price policy
The price of your holiday is subject to the possibility of surcharges normally as a result of fuel increases, scheduled airfare increases, taxes, or any other airline cost charges which we have to pay or collect. Other causes could also be variation in exchange rates or if any government or other regulatory body impose or increase taxes.
If this means paying more than 10% on the holiday price you will be entitled to cancel your holiday with a full refund of all monies except for any insurance premiums paid.
As most airlines operate a fluid pricing system, with fares rising and falling in line with supply and demand, flight supplements and fuel supplements may apply to some flights,. The exact supplement (if any) will be advised at the time you confirm your booking.
We reserve the right to correct errors in both advertised and confirmed prices should there be an obviously incorrect price shown we will advise you and issue a new invoice and not be bound by the incorrect one.
6. If we change or cancel your holiday.
Our holidays are planned months in advance and whilst it is unlikely we will have to make any changes to confirmed bookings, it can happen. They are usually of a minor nature and we will advise you or your agent as soon at the earliest possible time.
Flight timings, carriers and aircraft type are subject to change, due to the fact that we have no control over these areas and may be varied by Airport Authorities or other factors beyond our control.
Occasionally, we may have to make a ‘significant change' for reasons other than ‘force majeure', these would be considered:
- Change of departure airport (except between Gatwick, Heathrow and Stansted)
- Change of outward time by more than 12 hours
- Change of accommodation to that of a lower classification (i.e. hotel to studio)
- Change of resort
In which case we would then have a choice of the following:
- Accept the changed arrangements
- Purchase an alternative holiday from us (there may be a difference in price)
- Cancel and receive a full refund (less any insurance premiums or administration fees.)
Compensation
Compensation will apply as below for any ‘significant change'. However, where a holiday was booked at a special offer or reduced price, then compensation is 50% of the rates.
Period before scheduled departure Compensation Credit Voucher within which a significant change or per person per person or cancellation is notified.
Less than 14 days £40 £60
15 - 28 days £30 £50
29-42 days £20 £30
43 - 55 £10 £20
56 days or more Nil Nil
(NB. For children invoiced at reduced rates compensation will be paid on a pro-rata basis).
Should you prefer, we can issue you with a voucher for a discount on a future holiday instead of sending you a cheque.
Compensation does not apply to changes incurred by ‘force majeure', war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, epidemics, health risks, fire, technical problems to transport, closure or congestion of airspace or airports, cancellation of scheduled airlines or other events outside our control.
7. Our Responsibility
We accept responsibility
- for ensuring that your holiday is supplied to you as described on your confirmation and on our website (which will have the up to date information) and to a reasonable standard. If any part of the arrangement is not provided as agreed, we will pay you appropriate compensation as long as you have taken all reasonable steps to notify our staff and mitigate your losses. The acceptance of responsibility is subject to clause 6 - Force Majeure and other terms in these booking conditions.
- for the acts and /or omissions of our employees, agents, and suppliers whilst acting within the scope of or in the course of their employment with us.
- for illness, injury or death of any of your party (connected with your holiday arrangements) if its proved to be caused by negligence of our employees, agents or suppliers and you tell the supplier involved at the time and write to us within 3 months of your return. If it's not connected with your holiday arrangements, then we will provide you with all reasonable assistance. This may include, translation services, communication with authorities, help with legal fees, however this must be requested within 90 days of the incident. All assistance is subject to our reasonable discretion and a maximum total cost to ourselves of £5000 per booking. If you receive payment for legal costs and other expenses under any insurance policy, you must repay to us the cost and expense we spend in assisting you.
We have done our best to ensure that our brochure is accurate at the time of going to press, however you will appreciate that we do not own the accommodation, airlines or other services and facilities that you will be using and changes may occur.
Please note it is the laws and regulations of the country in which services are actually provided which apply to your holiday arrangements and not those of the UK, as a general rule, safety and other requirements and standards overseas will not be the same as the UK and may often be lower.
8. Your responsibility
It is your responsibility to ensure that:
- Any specific passport, visa and health requirements are obtained.
- The names on your tickets match your passport.
- All members of your party, including infants have a valid passport
- You have adequate travel insurance to cover your holiday
- You check in at the correct time. Check in normally closes 45 minutes before departure, irrespective of whether all the guests have checked in. Please note we cannot accept any responsibility for passengers who are denied boarding due to late check in.
- The balance of your holiday is paid up by the due date on your invoice.
Please be advised that in the event that you or any of your party are disruptive or behave in an unsociable manner we do reserve the right to terminate the holiday and will have no further liability or responsibility to you in respect of accommodation or flights, nor will any refunds be made.
9. Website and other information
Any changes in descriptions or information will be updated on our website at the earliest opportunity. Regrettably errors do occur sometimes but we will rectify them as soon as we are aware, and prices may not be honoured.
10. Flight Delays
On occasion flights may be delayed or altered due to circumstances outside our control. It will be the responsibility of the individual airline to offer refreshments depending on the length of the delay. Airlines do not offer compensation for inconvenience, loss of holiday time or delayed arrival in the UK due to flight delays. Similarly we are unable to make any compensatory payments or provide refunds for any unused holiday accommodation or facilities, missed connections or additional losses or expenses due to an extended delay.
11. If you have a complaint
We know that in spite of everything, problems can arise. If you do have a complaint you must notify your host and the supplier of the service immediately, to allow us the opportunity to resolve the problem. If you feel it has not been dealt with satisfactorily whilst on holiday you should complete a Guest Report form and write to us with 21 days of your return. The letter must be written by the guest whose name the invoice is in and detailing the full nature of your complaint.
12. Your holiday is protected
The air holidays and flights in this brochure are ATOL protected since we hold an Air Travel Organisers licence granted by the Civil Aviation Authority. Our ATOL number is 9389. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad 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
13. Data Protection
We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you give us such as details of any disabilities, or dietary requirements. The information may also be provided to public authorities such as customs or immigration if required by them or as required by law. Certain information may also be passed onto security or credit checking companies.
14. Brochure
The brochure is published and rated from 1st November 2006. However we do reserve the right to supercede this with future editions or information on our website.
15. Passport, visa and immigration requirements
Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with relevant embassies and/or consulates. The Turkish Embassy can be reached on 020 7591 6900 and the Greek Embassy on 020 7221 6467. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. In general, 6 months validity is required on all passports.
Other Useful Information
To be read in conjunction with our booking conditions and the information on the website.
What is included in the price:
1. Return flight between UK and appropriate overseas airport
2. Luggage allowance of 20kg or as specified on your tickets
3. Shared transfer between your arrival airport and your accommodation
4. Accommodation, meals as detailed on your invoice.
5. The services of the Tapestry Collection host or local office
6. UK government tax
What is not included:
1. Transport between your home and departure point.
2. Holiday insurance
3. Drinks, with meals and en-route except those on the aircraft or where included.
4. Cost of entry visa if applicable
5. Cost of cots, food and service charges for infants
6. Local charges for safety deposit boxes, fans etc.
What extras may be shown on your invoice:
1. Flight supplements
2. Fuel supplements
3. Travel insurance if you choose ours
4. Private transfers from overseas airport to accommodation if prebooked
5. Car parking in UK if prebooked
6. Car hire if prebooked
Infants, children and extra passengers in rooms:
- Infants are charged at £30
- In addition we can provide travel cots for £20 per week; you need to take your own linen
- Infants do not get a seat on the aircraft unless you pay the extra person price, you will need to check with the airline regarding the use of infant seats on board.
Additional passengers/child in room
- Some rooms may take an extra person and a price for this is shown on the price panel. This price is only applicable when the extra person is sharing with the relevant number paying the full price.
- The additional person/child price may not apply to special offers.
- All additional passengers pay flight and fuel supplements
Accommodation information
Our properties and their areas are chosen to offer you relaxing and authentic Turkish or Greek holidays. Some properties are more remote than others and you will experience sights and sounds of local wildlife as well as local life i.e. the sound of the mosque!
We do our utmost to provide facilities you would expect from your holiday but do bear in mind you are in the south Mediterranean and it's possible that you will experience fluctuations in water and power, especially in low season.
Please note: In the early and late season, some facilities may be reduced. In general, most building works do have to be finished by the end of May, however, this is not always the case and many owners of properties continue with their DIY throughout the season. We cannot be held responsible for any building or roadworks that are outside our control.
Room by room
Details of our individual rooms are listed on our website. Whilst our team will be happy to advise you, the choice of room(s) must be yours. We endeavour to ensure that all information provided is accurate and we take steps to minimise any errors. We would point out that some details may change, for example views may be affected by trees and building works.
Special requests
These may be made prior to travel and whilst we will endeavour to meet them, this unfortunately cannot be guaranteed. In no circumstances will requests be accepted by us to form part of our contractual obligations and we will have no liability if they are not met.
We are happy to give advice and opinions about the suitability for those with limited mobility, elderly, families etc, but we would point out that many of the resorts and properties lack the simplest facilities such as ramps and are not necessarily childproof. But if you let us know your requirements we will do our best to furnish you with as much information as possible so you can make informed choices.
All holidays are subject to availability. As soon as we have confirmed that all aspects of your holiday are available and we receive £150 deposit per person from you (or you have paid your travel agent) plus any insurance premiums, your booking is confirmed. (If within 10 weeks of departure, full payment is required). The person whose name the booking is in must be over 18 years old and acts on behalf of all other named persons. Once we have received a payment from you then this constitutes agreement of our booking conditions.
Occasionally the deposits may be increased if we are buying seats in from an outside source whose booking conditions vary from ours. For all bookings made within 8 weeks of departure the booking is confirmed verbally at the time of booking and subsequently if you cancel or change it, changes as set out in (3) will apply.
2. Your invoice
You will receive a confirmation invoice from us either by email or post which must be checked carefully. Any mistakes, especially to spelling of names must be advised immediately or at least within 7 days of receipt and we will do our utmost to amend them without any charges. However, charges may be incurred as some charter and scheduled airlines make charges for any changes and we would purely be passing these on.
The confirmation will confirm the date that your full payment is required and reminders will not necessarily be sent.
3. If you change your holiday
We will do our utmost to make any changes you request, however, charges will apply dependent on type of change and the date in respect of how close it is to departure.
i) More than 56 days before departure - £20 per change
ii) Less than 56 days - Cancellations charges apply
Please note:
a) To change date, duration, or property, a new price will be charged for your new holiday as of the date you made your original booking.
b) If you change one or more names (but not all names) £40 per name change is charged up to 28 days before departure, then cancellation charges apply.
c) If you reduce the number in your party, the price of the total holiday will be recalculated using the amended party size (price charged from date of original booking). In addition, a cancellation charge will apply to those guests now not travelling.
d) Bookings cannot be changed from one year to the next, this would be treated as a cancellation.
Also please note: If the change requires us to contact an outside supplier, i.e. airline, we will have to pass on, in addition to our administration fee, any charge that they make but will advise you of this at the time of the change.
4. If you cancel your holiday
Any cancellation must be notified in writing by the person whose name the holiday is invoiced to, by email or post. It will be actioned and charges will apply from the date that we receive the letter.
Period before departure date Cancellation charge as % of total
holiday cost less any insurance premium
56 days or more Deposit paid
55-40 days 40% or deposit whichever is greater
40-29 days 50%
15-28 75%
14 days to departure 100%
Please Note: If your cancellation involves an outside supplier, whose cancellation charges are more, we reserve the right to increase those charged to cover them. If Tapestry have paid in full for your ticket, at time of booking, we reserve the right to pass on these costs should you cancel your holiday.
If the reasons for your cancellation fall within the terms of insurance, you must make a claim direct to your insurance company. Insurance premiums are forfeited on cancellation. If you do not turn up for your flight, your booking will be treated as a cancellation and normal cancellation charges of 100% will be applied. If only part of your party is cancelling this may affect the price of the rest of the booking.
5. Our price policy
The price of your holiday is subject to the possibility of surcharges normally as a result of fuel increases, scheduled airfare increases, taxes, or any other airline cost charges which we have to pay or collect. Other causes could also be variation in exchange rates or if any government or other regulatory body impose or increase taxes.
If this means paying more than 10% on the holiday price you will be entitled to cancel your holiday with a full refund of all monies except for any insurance premiums paid.
As most airlines operate a fluid pricing system, with fares rising and falling in line with supply and demand, flight supplements and fuel supplements may apply to some flights,. The exact supplement (if any) will be advised at the time you confirm your booking.
We reserve the right to correct errors in both advertised and confirmed prices should there be an obviously incorrect price shown we will advise you and issue a new invoice and not be bound by the incorrect one.
6. If we change or cancel your holiday.
Our holidays are planned months in advance and whilst it is unlikely we will have to make any changes to confirmed bookings, it can happen. They are usually of a minor nature and we will advise you or your agent as soon at the earliest possible time.
Flight timings, carriers and aircraft type are subject to change, due to the fact that we have no control over these areas and may be varied by Airport Authorities or other factors beyond our control.
Occasionally, we may have to make a ‘significant change' for reasons other than ‘force majeure', these would be considered:
- Change of departure airport (except between Gatwick, Heathrow and Stansted)
- Change of outward time by more than 12 hours
- Change of accommodation to that of a lower classification (i.e. hotel to studio)
- Change of resort
In which case we would then have a choice of the following:
- Accept the changed arrangements
- Purchase an alternative holiday from us (there may be a difference in price)
- Cancel and receive a full refund (less any insurance premiums or administration fees.)
Compensation
Compensation will apply as below for any ‘significant change'. However, where a holiday was booked at a special offer or reduced price, then compensation is 50% of the rates.
Period before scheduled departure Compensation Credit Voucher within which a significant change or per person per person or cancellation is notified.
Less than 14 days £40 £60
15 - 28 days £30 £50
29-42 days £20 £30
43 - 55 £10 £20
56 days or more Nil Nil
(NB. For children invoiced at reduced rates compensation will be paid on a pro-rata basis).
Should you prefer, we can issue you with a voucher for a discount on a future holiday instead of sending you a cheque.
Compensation does not apply to changes incurred by ‘force majeure', war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, epidemics, health risks, fire, technical problems to transport, closure or congestion of airspace or airports, cancellation of scheduled airlines or other events outside our control.
7. Our Responsibility
We accept responsibility
- for ensuring that your holiday is supplied to you as described on your confirmation and on our website (which will have the up to date information) and to a reasonable standard. If any part of the arrangement is not provided as agreed, we will pay you appropriate compensation as long as you have taken all reasonable steps to notify our staff and mitigate your losses. The acceptance of responsibility is subject to clause 6 - Force Majeure and other terms in these booking conditions.
- for the acts and /or omissions of our employees, agents, and suppliers whilst acting within the scope of or in the course of their employment with us.
- for illness, injury or death of any of your party (connected with your holiday arrangements) if its proved to be caused by negligence of our employees, agents or suppliers and you tell the supplier involved at the time and write to us within 3 months of your return. If it's not connected with your holiday arrangements, then we will provide you with all reasonable assistance. This may include, translation services, communication with authorities, help with legal fees, however this must be requested within 90 days of the incident. All assistance is subject to our reasonable discretion and a maximum total cost to ourselves of £5000 per booking. If you receive payment for legal costs and other expenses under any insurance policy, you must repay to us the cost and expense we spend in assisting you.
We have done our best to ensure that our brochure is accurate at the time of going to press, however you will appreciate that we do not own the accommodation, airlines or other services and facilities that you will be using and changes may occur.
Please note it is the laws and regulations of the country in which services are actually provided which apply to your holiday arrangements and not those of the UK, as a general rule, safety and other requirements and standards overseas will not be the same as the UK and may often be lower.
8. Your responsibility
It is your responsibility to ensure that:
- Any specific passport, visa and health requirements are obtained.
- The names on your tickets match your passport.
- All members of your party, including infants have a valid passport
- You have adequate travel insurance to cover your holiday
- You check in at the correct time. Check in normally closes 45 minutes before departure, irrespective of whether all the guests have checked in. Please note we cannot accept any responsibility for passengers who are denied boarding due to late check in.
- The balance of your holiday is paid up by the due date on your invoice.
Please be advised that in the event that you or any of your party are disruptive or behave in an unsociable manner we do reserve the right to terminate the holiday and will have no further liability or responsibility to you in respect of accommodation or flights, nor will any refunds be made.
9. Website and other information
Any changes in descriptions or information will be updated on our website at the earliest opportunity. Regrettably errors do occur sometimes but we will rectify them as soon as we are aware, and prices may not be honoured.
10. Flight Delays
On occasion flights may be delayed or altered due to circumstances outside our control. It will be the responsibility of the individual airline to offer refreshments depending on the length of the delay. Airlines do not offer compensation for inconvenience, loss of holiday time or delayed arrival in the UK due to flight delays. Similarly we are unable to make any compensatory payments or provide refunds for any unused holiday accommodation or facilities, missed connections or additional losses or expenses due to an extended delay.
11. If you have a complaint
We know that in spite of everything, problems can arise. If you do have a complaint you must notify your host and the supplier of the service immediately, to allow us the opportunity to resolve the problem. If you feel it has not been dealt with satisfactorily whilst on holiday you should complete a Guest Report form and write to us with 21 days of your return. The letter must be written by the guest whose name the invoice is in and detailing the full nature of your complaint.
12. Your holiday is protected
The air holidays and flights in this brochure are ATOL protected since we hold an Air Travel Organisers licence granted by the Civil Aviation Authority. Our ATOL number is 9389. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad 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
13. Data Protection
We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you give us such as details of any disabilities, or dietary requirements. The information may also be provided to public authorities such as customs or immigration if required by them or as required by law. Certain information may also be passed onto security or credit checking companies.
14. Brochure
The brochure is published and rated from 1st November 2006. However we do reserve the right to supercede this with future editions or information on our website.
15. Passport, visa and immigration requirements
Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with relevant embassies and/or consulates. The Turkish Embassy can be reached on 020 7591 6900 and the Greek Embassy on 020 7221 6467. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. In general, 6 months validity is required on all passports.
Other Useful Information
To be read in conjunction with our booking conditions and the information on the website.
What is included in the price:
1. Return flight between UK and appropriate overseas airport
2. Luggage allowance of 20kg or as specified on your tickets
3. Shared transfer between your arrival airport and your accommodation
4. Accommodation, meals as detailed on your invoice.
5. The services of the Tapestry Collection host or local office
6. UK government tax
What is not included:
1. Transport between your home and departure point.
2. Holiday insurance
3. Drinks, with meals and en-route except those on the aircraft or where included.
4. Cost of entry visa if applicable
5. Cost of cots, food and service charges for infants
6. Local charges for safety deposit boxes, fans etc.
What extras may be shown on your invoice:
1. Flight supplements
2. Fuel supplements
3. Travel insurance if you choose ours
4. Private transfers from overseas airport to accommodation if prebooked
5. Car parking in UK if prebooked
6. Car hire if prebooked
Infants, children and extra passengers in rooms:
- Infants are charged at £30
- In addition we can provide travel cots for £20 per week; you need to take your own linen
- Infants do not get a seat on the aircraft unless you pay the extra person price, you will need to check with the airline regarding the use of infant seats on board.
Additional passengers/child in room
- Some rooms may take an extra person and a price for this is shown on the price panel. This price is only applicable when the extra person is sharing with the relevant number paying the full price.
- The additional person/child price may not apply to special offers.
- All additional passengers pay flight and fuel supplements
Accommodation information
Our properties and their areas are chosen to offer you relaxing and authentic Turkish or Greek holidays. Some properties are more remote than others and you will experience sights and sounds of local wildlife as well as local life i.e. the sound of the mosque!
We do our utmost to provide facilities you would expect from your holiday but do bear in mind you are in the south Mediterranean and it's possible that you will experience fluctuations in water and power, especially in low season.
Please note: In the early and late season, some facilities may be reduced. In general, most building works do have to be finished by the end of May, however, this is not always the case and many owners of properties continue with their DIY throughout the season. We cannot be held responsible for any building or roadworks that are outside our control.
Room by room
Details of our individual rooms are listed on our website. Whilst our team will be happy to advise you, the choice of room(s) must be yours. We endeavour to ensure that all information provided is accurate and we take steps to minimise any errors. We would point out that some details may change, for example views may be affected by trees and building works.
Special requests
These may be made prior to travel and whilst we will endeavour to meet them, this unfortunately cannot be guaranteed. In no circumstances will requests be accepted by us to form part of our contractual obligations and we will have no liability if they are not met.
We are happy to give advice and opinions about the suitability for those with limited mobility, elderly, families etc, but we would point out that many of the resorts and properties lack the simplest facilities such as ramps and are not necessarily childproof. But if you let us know your requirements we will do our best to furnish you with as much information as possible so you can make informed choices.
Tapestry Collection, part of Travelzest Plc is an award winning holiday tour operator to Turkey and Greece. With over 20 years experience and an ATOL license, we can provide the peace of mind and full financial protection for all our clients.
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