Booking Conditions and our commitment to you
Your holiday contract is with Hardelot Holidays Ltd, Company No.2547202. The company has been trading since 1981 and has organised many thousands of holidays through the French Golf Holidays, GolfPlanet Holidays, Play&Stay and Concierge Collection programmes. Listed here are necessary conditions and procedures; we have tried to make them as clear as possible whilst continuing our policy of commonsense and fairplay.
Your Financial Security: The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from our programmes and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by the Civil Aviation Authority under ATOL number 5101 for flight based holidays and through our bond with the Association of British Travel Agents under ABTA No.W5077 for self-drive and other non-flight based holidays.
ABTA: We are a member of ABTA, membership number W5077. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found at www.abta.com The arbitration scheme is arranged by ABTA and administered independently by the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.
Booking over the telephone or online: Following our practice of fairplay, we will not start your holiday contract (excluding late bookings) until we have received acknowledgement from you that you have read these conditions of booking. For online bookings, you will be prompted to read them before you email the Booking Form to us. For telephone bookings, our staff will ask you to look at the relevant page on the website or fax you a copy for your approval. As part of our ongoing improvements in our reservations programme and website, we constantly seek ways to improve the security of our on-line bookings. We are confident that information provided over our website and email system offers efficient security.
Confirmation of Booking: The holiday contract is between the party leader and Hardelot Holidays Limited. The contract commences when we have sent your Account and Confirmation of Booking and received your deposit. The deposit acts as confirmation that you have read and understood the conditions of booking. The holiday contract is subject to English Law and is binding under the relevant conventions. An Account and Confirmation of Booking will be sent to you as soon as reasonable progress has been made - this can take from 1-7 working days but we keep you informed if the arrangements are taking longer than anticipated to organise. The Account and Confirmation will show a clear holiday itinerary and payment schedule with the times, places and particulars of the transport, accommodation and other arrangements involved in the holiday. It will also detail the total cost payable unless otherwise stated.
Late bookings: We are very happy to take late bookings but we do like at least three working days in order to organise and reserve your holiday and to send you your tickets. However, holidays can be booked as late as the day of departure. Tickets for very late bookings can be faxed or emailed to you or collected at your first hotel.
Your holiday itinerary: Your holiday itinerary is as stated on your Account and Confirmation of Booking. The tee-times on your Account and Confirmation are always requested but sometimes not confirmed by the time we send you your account – we will of course ask you for your preferred plan of action should your requested arrangements not be possible.
Deposit and full payment: We require a deposit of £50 per person or £100 for fly-drive holidays per person when you book your holiday. The deposit is payable within seven days (10 days for parties of 16 persons or more) of your receipt of your Account and Confirmation. The balance must be paid no later than six weeks before the start of your holiday. Payment reminders can be sent on request. To get the best flight prices or to secure the booking, it is sometimes necessary to pay for the flights as soon as we book them – we will of course make you aware of this at the time of booking and will ask for your permission to deduct your credit card for the required amount in addition to the deposit. If paying by cheque or bank transfer, your credit card details will be taken as security until we have received your deposit – should you cancel your holiday after we have reserved the arrangements for you but before you have paid your deposit, we will deduct a nominal £50 plus any charges incurred by us from your credit card to help recover our costs. For late bookings (six weeks to the day of departure), the full cost of the holiday is payable immediately. A 1.5% charge applies for all credit card payments which will be confirmed at the time of booking but we do not make any charge for debit card transactions
Flights: We use scheduled services of established airlines as they are more reliable than some charter flights. However, flight times are sometimes changed for reasons beyond our control – we will alert you to the new travel times and amend interlinked arrangements as soon as possible but such changes do not entitle you to cancel or postpone your holiday. When flight changes do occur, the flight provider will be encouraged to provide the appropriate standards of welfare provision and communication of information. However the individual airline policy will apply.
Fly-drive holidays: In accordance with the Civil Aviation Authority regulations, we send you an ATOL receipt with your Confirmation of Booking and tickets. This receipt provides all necessary information concerning your flight arrangements and acts as proof receipt when you have paid for the holiday. To achieve the best flight prices and/or availability we book the flights ourselves or through a flight consolidator – both we and our chosen flight consolidators have an Air Tour Operator Licence so your holiday arrangements are secure.
Insurance: Personal insurance is not included in the price of your holiday. However, hire car insurance is included in fly-drive packages. Details of the available personal insurance policies are on the relevant section of our website. Paper copies can be posted on request.
Special requests: We will do our best to provide for your special requests; for example, a room on the top floor. However, please do not accept this as a guarantee of provision but as a guarantee of our endeavour.
Golf Handicaps: Please inform us of your party's playing standard; this assists us in planning your golf and it also helps the golf clubs. If possible, please bring your golf club or society Handicap Certificate, however, these are not necessary for our clients with most clubs.
Reductions for PGA members: There are generous green-fee reductions for PGAregistered professionals and some of our courses extend their hospitality to Golf Club Secretaries – please ask for details.
Reductions for children: Many courses offer green-fee reductions for junior golfers aged 18 or under. Most of the hotels we work with also offer free accommodation for children under 12 sharing their parents’ bedroom. Plus, we offer special rates for children aged 18 and under. Please ask for details.
Dietary requirements: Do let us know if any of your party requires special dietary considerations – we will inform the hotel (and airline if you are flying) but cannot guarantee that a suitable meal will be offered.
Health and Disabilities: Please advise us if any person in your party has special requirements – a suitable room can be reserved and buggies can be booked where available. Please note it is obligatory for all clients, irrespective of age to alert the holiday insurer of any pre-existing medical conditions (treated up to two years prior) or all cardio-vascular and any other serious conditions at anytime prior – check policy for details. Please ask us for further details if you require clarification. A disclaimer form will be sent with a copy of your policy for you to sign.
Alterations in costs: Changes in [transportation costs, including the cost of fuel] [dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports] and [exchange rates] mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure and we do our very best to avoid passing on these unexpected charges.
Changes and cancellation by you: Should you make an amendment – such as altering the date of your holiday – we will charge you an administration fee, up to a maximum of £50 plus any charges incurred by us. Ferry companies, cross-Channel operators and airlines are increasingly charging amendment and cancellation fees and we will have to charge you for these costs, so please ensure you provide us with your correct travel details dates, times and passenger names. Should you make a major change – such as altering the date of your holiday – we will charge you £50 plus any charges incurred by us. Should the name of the party leader change, there will be a charge of £50 plus any charges incurred by us. Should you or any of your party cancel, the following charges will apply: • 42 days or more before departure: Loss of deposit • 7-42 days before departure: Loss of £100 and any charges incurred by us • 0-7 days before departure: 100% of holiday cost Changes and cancellation by us: We regularly ask all our suppliers if any maintenance or improvement works are taking place during any of our clients’ holidays. Where we become aware of such work, we will endeavour to inform you and, where appropriate, offer to make suitable alternative arrangements. Should there be any changes to your itinerary between our discussion with you and the time we send your Account and Confirmation, we will offer suggestions and ask for your preferred plan of action. We will also contact you should there be any changes to your itinerary between your confirmation and the sending of your tickets. In the unlikely event that we have to cancel or drastically change your itinerary, you will be entitled to a full refund or we will offer a replacement holiday of at least equal value. Should force majeure lead to a drastic change to your holiday, we will do our best to offer a suitable alternative or offer a full refund less £50 per person handling charges and any charges incurred by us In accordance with EU regulations we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. We reserve the right to pass on the increase in price above that. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down, due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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.
Our responsibility to you: If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to you or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited in accordance with and/or In an identical manner to the contractual terms of the suppliers that provide the components of your holiday. These terms are incorporated into this contract; and any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport companies' contractual terms, or the international conventions, from our offices: Your Golf Holidays, The Green, Blackmore, Essex, CM4 0RT. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in the clause titled “Changes and cancellations by us”. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk
Important notes on prices: If a hotel has several price categories for bedrooms, we have, unless otherwise stated, based the holiday cost on a mid-range room; should you require the best rooms, we will reserve them for you at the appropriate extra charge. The price on your Account and Confirmation will be the total cost of your holiday and will include any supplements payable unless otherwise stated. The holiday prices are based on the commercial exchange rate for the relevant destinations as of October 1, 2006 as listed by the Financial Times guide to worldwide currencies. These rates are available on request.
Our descriptions: The description of the regions, hotels, courses and other aspects of the holidays in this brochure are based on opinions gained on visits to them and on the opinions of clients, official bodies and guides. We have gone to considerable effort to ensure the accuracy of descriptions and information. We are not always able to exercise control over all the components of the holiday arrangements and it is possible that an advertised amenity be withdrawn or changed due to various reasons such as water conservation, renovation work, etc. We will advise you if we become aware of such a change but we cannot accept liability for loss, damage or inconvenience in such circumstances.
Passports and health regulations: A passport is still necessary for travelling and it is advisable to carry one for identification purposes. GolfPlanet clients will receive a fact sheet with their Confirmation of Booking - this will detail any inoculations or visa requirements. Passports, visas and inoculations are your responsibility. Kindly advise our staff if any of your party is not a British citizen or a citizen of another member of the European Union. Passport renewals and amendments can be obtained using the Premium same-day service through the UK Passport Service (call 0870 5210410 or via www.passport.gov.uk to book an appointment and for advice) - this service costs £108 per person. A one-week/fast track service costs £91. Lost, stolen or new passports will take one week minimum to replace. The standard service by post takes three weeks and costs £66. Passports are handled through Post Office branches together with Worldchoice travel agents. Visas are obtained through the destination’s UK embassy. The best advice is: PLAN AHEAD and CHECK YOUR PASSPORT NOW. It is advisable to obtain from your local DHSS office a copy of the booklet Protect Your Health Abroad and the form EHIC which offers you medical assistance in European countries.
Your tickets and vouchers: We send you your tickets approximately two weeks prior to your departure (apart from late bookings). The pack includes all the details to help make your holiday as enjoyable as possible. Tickets can also be emailed or faxed should time or the postal service prove a problem. We will also include a questionnaire; this is to be completed, preferably by the party leader, after your holiday and sent to us. Completed questionnaires help us to improve.
Self-drive: You should mask the beam deflector part of your headlights with tape and carry a first aid kit. A set of spare bulbs, warning triangle, nationality sticker and insurance documents are obligatory. Speed limits abroad are generally 110 kilometres per hour on auto routes, 90kph on other major roads, and 50kph in towns. You may be fined or your licence confiscated if you exceed any speed limit. Check all your tyres and tyre pressures, oil levels and coolant systems before going on holiday. Never drive when you are tired – stop and rest or share the driving. Remember to drive on the correct side of the road. We do provide detailed maps with your tickets but please ask us for step-by-step route-planners if needed. You must have your driving licence with you (and other drivers of your car must also have theirs), the registration document of your car (or, if you are not the owner, a letter of permission to take the car abroad) and it is still advisable to obtain a green card from your car insurance company.
Luggage on aircraft: Entitlements vary depending upon the airline from 15 – 23kg hold luggage plus hand luggage. Golf clubs are carried at an extra charge (£10-£20 each way). Please ask us for full details as every airline is different. Excess will be charged locally at checkin. Business or First-Class passengers are allowed to take more luggage.
Car Hire: All cars reserved by us will be fitted with all necessary equipment to adhere to the local requirements. Your ticket pack will contain information regarding speed restrictions and driving law. Your licence may be confiscated if you exceed any speed limit. All drivers must present their driving licences and credit cards when collecting the car, all drivers must be aged 21 or over and must have held a valid driving licence for at least two years. The car hire companies are well-signposted and tend to be just outside the main airport terminal – follow the signs for car hire. Hand in your car hire voucher at the booth. You will be asked to present your licence, credit card and be given a form to sign – please ensure you do not sign for extra insurance unless you want it (all our prices already include the necessary car hire insurances). You will then be asked for an imprint of your credit card - this will only be used in case of damage to the vehicle. It is a good idea to check the car for damage before you drive away. Please take a few moments to get used to the controls before you leave the car park and do remember to drive on the correct side of the road! Thieves can sometimes tell if a vehicle is a hire car by the registration – be extra careful and never leave valuables on show. When returning the car, allow an hour for checking it in. Always return the vehicle with a full tank of fuel as the refilling charges can be very high.
Hotel rooms: In general, rooms are available for occupancy between noon and 3pm on your day of arrival and should be vacated by 11am on your day of departure. Your luggage can be left with the hotel reception if need be.
Representatives abroad: You will receive details of our emergency telephone number with your ticket pack. Europ assistance advice lines and insurance cover are only valid if you choose to take their cover. All our staff visit our destinations on a regular basis and are sometimes on hand to welcome you. Should you have any queries or problems please do not hesitate to contact us; we will respond to your query at the earliest possible opportunity. Minor problems with the hotel and golf courses should be brought to the attention of the relevant establishment – it is usually the case that a misunderstanding has led to your dissatisfaction and the issue can be resolved quickly and to your approval.
British Consular services: The Consuls protect the interests of their citizens abroad and can help issue emergency passports, contact relatives, advise on how to transfer funds and make representations on your behalf to the local authorities in certain circumstances. A Consul cannot intervene in court proceedings or pay bills or book accommodation. Travel advice for British citizens can be obtained by phoning 0845 850 2829 (www.fco.gov.uk/travelknowbeforeyougo) or click the relevant icon on our websites.
Avoiding trouble: Foreign alcohol is often stronger than at home and spirits can be served in more generous measures – watch how much you drink. Most of our suggested destinations are credit-card orientated so only a minimum of cash need be carried. Respect the law and avoid any involvement with drugs.
Safety abroad: We have inspected all the hotels and clubhouses featured in our programme and have sent them various questionnaires regarding their insurance policies and health and safety regulations. Although we make every effort to ensure that our suppliers comply with national and/or local fire and health and safety laws, please bear in mind that safety standards vary from country to country and may not always be as stringent as in the UK. Liability insurance requirements also vary considerably from country to country, as does the responsibility placed on organisations by law. The monitoring, enforcement and compliance with such regulations and standards is the responsibility of the respective local authorities and the supplier of the services concerned.
Safety tips: We advise that you take all reasonable precautions to protect yourself and your party while on holiday. For example, you should familiarise yourself with the hotel layout and emergency escape routes of your accommodation, check the depth of a swimming and do not swim until at least an hour after eating. Do not leave children unsupervised in or around the swimming pool area. At beaches, be aware of depths, tides and currents and swim along the shoreline and not out to sea. Watch out for terrace, balcony and hotel doors – glass doors are sometimes difficult to see and hard if you walk into them! Never climb balcony railings and keep furniture away from the railings. Always accompany children in lifts particularly if the lifts do not have internal doors. Some hotels have beams or alcoved rooms so mind your head as it may take you a little time to get used to them. If you take medication, ensure you have enough to last while you are away – for UK advice on drug restrictions telephone the Home Office on 020 7035 0472.
Local times: All times quoted on the Account & Confirmation of Booking are local.
Valuables: Several of our hotels offer safes in the bedroom – if these are not available, ask the hotel reception to keep your valuables for you.
Tipping: Always check if service is included before you pay the bill. It is becoming more common that service is included.
Sunbathing: Many parts of the world are warmer than the UK so don't take a chance with sunburn. Use suitable suntan lotion and don't sunbathe too much, too soon.
Local conservation: Questionnaires and leaflets regarding “Responsible tourism” have been sent to every golf course, region and hotel we offer.
Unused holiday vouchers: Unused vouchers cannot be refunded unless you have alerted the supplier beforehand and they have agreed to refund Your Golf Holidays.
Complaints: We do our very best to ensure that we and our suppliers provide you with what we have reserved. If they do not, we will seek to provide a quality solution except where your actions led to the failure and where unforeseeable circumstances meant that the failure could not have been avoided – even in these instances, we will endeavour to ensure the holiday arrangements are in place from then on. It is your responsibility to inform us and the supplier of any defects or faults at the earliest opportunity. Please do not leave the reporting of these until after the holiday. The earlier you tell us, the earlier we will be able to improve the situation. Should you still be unhappy, please inform us, in writing, within 28 days of your return and we will do our very best to provide answers to your queries. Should we not provide reasonable performance of the holiday contract with you, we will endeavour to provide reasonable recompense. “Disputes arising out of, or in connection with, the holiday contract which cannot be amicably settled may be referred to arbitration, if the customer so wishes, under a special scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit, arbitration under the scheme may still be available if Your Golf Holidays agrees, but the ABTA Code does not require such agreement”
