Booking terms and conditions
We advise you to read the Terms and Conditions as they answer many of the questions that sometimes crop up before holidays start, or when plans have to change. Together with the information included in your Booking Confirmation form they are your contract with Pyrenees Haven. We have tried to keep them as simple as possible but some detail is necessary to cover all eventualities.
1) Confirming a booking
All Bookings must be confirmed on a Pyrenees Haven Booking Form, which will include your booking dates. The booking form must include details of the person acting as your party leader (or yourself if booking as a single person); this person must be at least 18 years old and must sign acceptance of these booking conditions on behalf of all members in the party.
All bookings made by telephone or e-mail more than 8 weeks in advance will be held for up to 21 days by which time we must have received a completed booking form accompanied by a deposit of £100 per person. As soon as the deposit payment and booking form is received we will confirm your booking and issue to you a final invoice for the full cost of your holiday.
Any booking made within 8 weeks of travelling must be accompanied by both a completed booking form and payment in full in order to confirm the booking. As soon as the full payment and booking form is received we will confirm your booking.
For bookings more than 8 weeks in advance, the balance for the cost of the holiday must be received by us not less than 8 weeks prior to your departure. After we have sent your confirmation/invoice, no further reminders will be sent so it is your responsibility to make sure this payment is received on time. If payment is not received in full and on time, we reserve the right to treat your booking as cancelled by you, in which case the cancellation charges set out in Condition 8 will apply. As mentioned above, bookings made within 8 weeks of travelling must be paid in full in at the time of booking. We accept payment by cash (£), cheque (UK bank or building society) and sterling bankers draft. If any cheque is dishonoured, we reserve the right to charge £20 to cover our administration costs.
3) Your contract
A binding contract between us comes into existence when we send our confirmation letter and invoice to you. This contract and all matters arising out of it are governed by English law. In the unlikely event of any dispute between us, we both agree this will be dealt with by the courts of England and Wales.
4) Health & medical conditions
If you are in doubt about your health prior to travel we strongly recommend you seek medical advice otherwise your ability to travel or your insurance may be affected. You must advise us in writing at the time of booking, giving full details, if you have any medical problem or disability which may affect your holiday or our ability to provide our normal service. If we reasonably feel unable to properly accommodate your particular needs, we must reserve the right to decline your booking, or cancel it when we find out the full details if you fail to provide these at the time of booking.
5) Passports & Visa’s
It is expected that all guests will have the necessary documentation to travel and we cannot accept any responsibility if any member of the party is unable to travel due to the loss of or incorrect, inaccurate or inappropriate documentation. Non British citizens and British citizens not holding a full British passport must consult their relevant Embassy or Consulate. Requirements may change and you should check the up-to-date position with the Passport Office. We cannot accept any liability if you are refused entry onto a flight or into any country due to failure on your part to carry the correct passport, visa or other documents required by any airline or authority. If a guest is unable to travel, for any of the reasons above, then the cancellation charges laid out in Condition 11 will apply.
6) Special requests
If you have a special request (such as dietary), please clearly note it on your booking form or if after booking, make it in writing as soon as possible. If we are able to comply with your special request we will confirm this in writing. Unless we have agreed in writing that we are able to comply with your special request, failure to meet any special request will not be a breach of contract on our part. If we undertake to pass on requests to suppliers or other service providers (e.g. ski schools or childcare facilities) we cannot guarantee such requests will be met even if we have confirmed that they have been passed on.
It is a condition of booking with Pyrenees Haven that you, and all members of your party, have adequate insurance for your holiday. This information must be included on the Booking Form or provided to us in writing at least 8 weeks before you travel. It is your responsibility to ensure your cover provides the necessary protection for your individual requirements and the activities you intend to participate in. You indemnify us from any claim whatsoever resulting from your own insurance cover.
8) Changes in costs
Once your booking is confirmed we guarantee that the cost of your accommodation will not change. We guarantee not to add any surcharges or ‘hidden costs’. This guarantee by us not to change accommodation prices does not cover changes made by you or members of your party that may add to the cost of your holiday.
9) Changes by you to your holiday
We will always try and accommodate changes made by you to your holiday. These changes should be advised in writing but we cannot guarantee we will be able to satisfy your requirements, especially if they are close to the date of your holiday. If you change your outward and/or return date of holiday this may be treated as cancellation depending on the availability of accommodation, in which cancellation charges apply as set out in Condition 12. We regret we are not in a position to assist you in the event of delay at your outward or homeward point of departure.
10) Changes by us to your holiday
Though this is extremely unlikely, and we will at all times endeavour to satisfy our customers requirements, nevertheless, because of changing or unpredictable circumstances, we must reserve the right to make alterations to accommodation and services both before and after any booking has been confirmed.
Most changes are relatively minor, and we will not inform you of these changes if, in our opinion, we do not believe they will impact on the enjoyment of your holiday. In the event of a significant change, such as a change in the accommodation you have booked or a withdrawal in the services we offer, we will inform you as soon as possible. In the event of a significant change, you will be offered the choice of:
- Accepting the change
- Purchasing other rooms or weeks (and paying a supplement or receiving a refund in respect of any price difference)
- Receiving a full refund of all monies paid
- Snow is, of course, totally outside our control and a lack of it or too much of it will not constitute a significant change!
If the significant change takes place more than 8 weeks from your departure date we will not offer you any additional compensation. Compensation will also not be payable and no liability beyond offering the above mentioned choices can be accepted where the change is made as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care.
For significant changes, any liability we have is limited to offering the above choices and the compensation payments set out below. We cannot be responsible for any additional costs or expenses you may incur as a result of any change. Minor changes do not entitle you to cancel or change to another holiday without paying the normal charges, and no compensation will be made for minor changes.
If the significant change takes place 8 weeks or less before departure, then regardless of the choice of action you make we will also pay you additional compensation according to the time that you receive notification from ourselves, as follows:
- More than 8 weeks No compensation
- 14 days – 8 weeks £25 per person
- Less than 14 days £50 per person
11) Cancellation by you of your holiday
If you wish to cancel or amend all or any part of your booking you should advise us in writing as soon as possible by e-mail or recorded letter, and request confirmation by us that we have received it. Changes or cancellations can only be accepted if made by the person who signed the original booking form. Any new person added to the booking will be deemed to have signed the original Booking Form.
We will try and accommodate all amendments, but in order to cover our costs of booking and risk of not re-selling the holiday, the following scale of cancellation charges is applicable. The cancellation charges are based upon a % charge of your total holiday cost.
Period before scheduled departure within which written notification of cancellation is received by us:
- More than 8 weeks Deposit
- 4 weeks to 8 weeks 50%
- 14 days – 4 weeks 75%
- Less than 14 days 100%
You may, depending on the reason for cancellation, be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy.
12) Cancellation by us of your accommodation
In extreme situations we may have to cancel your accommodation and reserve the right to do so. This will only be done within 8 weeks of your departure date if a) you fail to pay any of the deposits or final balances in full and on time or b) it becomes necessary for us to cancel your accommodation as a result of circumstances beyond our control including, but not limited to those amounting to ‘Force Majeure’ as defined in Condition 13.
If we are forced to cancel your accommodation (other than due to your default in payment), we will endeavour to find you alternative accommodation, of at least comparable standard, if available (and paying a supplement or receiving a refund in respect of any price difference) or alternatively give you a full refund of all monies you have paid as soon as possible. In addition, if we cancel your accommodation within 8 weeks, we will offer you the additional compensation levels outlined in Condition 10.
Compensation will not be payable and no liability can be accepted where the cancellation is made as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. If we are forced to cancel your accommodation after departure where circumstances arise amounting to ‘Force Majeure’ (as defined in Condition 13) we reserve the right to do so and regret we cannot make any refunds, pay any compensation or be responsible for any cost or expenses incurred by you as a result.
13) Force majeure
We regret we cannot accept liability, make any refunds or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by reason of circumstances amounting to ‘Force Majeure’. Circumstances amounting to ‘Force Majeure’ include any event which we, or the supplier of the service(s) in question, could not, even with all due care, foresee or forestall such as a (by way of example and not by way of limitation) war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, acts of God, adverse weather conditions and all similar events outside our control.
We take all complaints very seriously and will deal with them personally. If you have any complaint about your accommodation or our services, then please raise them with us as soon as possible. In reality, most complaints can be dealt with quickly and efficiently. If you are still not satisfied, or wish to complain after your holiday, then please write to us by e-mail or letter within 28 days of your holiday. We cannot accept liability in respect of any claims not notified to ourselves in accordance with this clause.
All guests are expected to behave with consideration to other guests in order that everybody may enjoy their holiday. If in our reasonable opinion you or any member of your party behaves in such a way as to cause, or to be likely to cause, distress, danger or annoyance to any third party (including other clients) or damage to property, we reserve the right to terminate the holiday of the person concerned without notice. In this extreme situation, our responsibilities towards that person (including any return transport arrangements) will immediately cease and we will not be responsible for meeting any costs or expenses they may incur as a result. In this extreme situation we will also not pay any compensation, or make any refunds to the individual involved, or to members of his/her party or associates that incur additional expense as a result of this action.
16) Accidental injury, damage or loss
We accept no liability for any accident, personal injury or suffering arising for any reason either within the accommodation, during travel to and from the accommodation, or during activities with ourselves or by you. You are strongly advised to ensure that you are adequately insured both for personal injury and material loss/damage. All guests must accept full responsibility for any damage or loss caused by you or any member of your party. This includes the full payment for any such damage or loss which must be made at the time to us or the third party concerned. If you fail to do so, you must indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions. In the case of loss and/or damage to and/or of luggage or personal possessions (including money), our liability is limited to £25 per person as you will be expected to have taken out adequate insurance before you travel (see Condition 7).
17) Web & brochure descriptions
We have taken great care in the printing and production of our web-site and accompanying literature but regret that we cannot be held responsible for circumstances outside of our control such as public holidays, religious festivals, maintenance work to, or breakdown of, lift systems, adverse weather conditions, nor guarantee the working of equipment such as televisions, telephones, etc. If any change becomes apparent which we believe will materially affect the enjoyment of your holiday then we will notify the party leader immediately it is brought to our attention and if within our control try to rectify the situation as quickly as possible.