Booking conditions for Brend Hotels

Why should I read this page?
Because it is very important. Our Trading Charter forms a key part of our agreement with you and forms the basis of a legally binding contract between you as the lead name making the booking, anyone else in your party and us. When you make this booking, as the lead name you undertake that you have the authority to accept, and do accept, on behalf of your party the terms of these booking conditions. This contract is made subject to the terms of these booking conditions, which are governed by English Law, and the non-exclusive jurisdiction of the English Courts.

How and when do I make this contract with you?
We welcome you making contact with us by phoning us at The Travel Centre on 08455 760 760, the contract is made when your booking is entered on to our reservation system and we issue a confirmation of booking. We will send you confirmation of your booking within 21 working days. Please check this confirmation very carefully to ensure all the information is correct and tell us of any errors within 7 days of the receipt of your booking confirmation.

When do I need to pay for my holiday and how much?
A deposit is required at the time of booking and the balance is payable at the hotel. The only time when we require full payment beforehand is for Christmas.

Can I change my holiday arrangements?
After we have issued our booking confirmation we will do our best to accommodate any changes you may want to make but we cannot guarantee to do so. Any changes must be notified to us by phone.

Can I transfer my booking to someone else?
You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions for the holiday and a change cannot normally be made less than fourteen days prior to departure.

Third Party Suppliers Terms and Conditions
Our third party suppliers (such as transport provider and attraction venues) have their own booking conditions or conditions of carriage, together with their public liability insurance. These
conditions are binding between you and the supplier. In respect of any injury or loss suffered on third party property, you should contact the respective supplier.

What do I need to do if I have to complain? 
If you have a complaint during your holiday you should tell the hotel at the earliest opportunity so that they can do their utmost to resolve the problem immediately. If, on your return from holiday, you remain dissatisfied you should write within 28 days to Nigel Maun, Tours Director. In your letter you will need to quote your booking reference number, destination and departure date. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint we cannot take steps to investigate and rectify it. In deciding how to respond to your complaint we will take into account the date you first drew the problem to the attention of our driver or courier or supplier.

Minimum Tour Numbers
It is necessary for there to be a minimum of 20 passengers in order to operate a tour. If the minimum number is not achieved the tour may be cancelled no later than two weeks before travel, and if you have taken cancellation cover out this will be refunded.

How can I cancel my holiday?
You, or any member of your party, may cancel at any time provided that the cancellation is made by the person who originally made the booking and is communicated to us by phone. Subject to our Terms and Conditions in the brochure.

Cancellation Cover/Charge
If you take out cancellation cover with us and cancel your tour there will be no charge and you will receive your deposit back, if you satisfy the criteria of the Terms and Conditions. If you have
not taken our cancellation cover you will be charged for the cost of your holiday minus the deposit as detailed below. Amount of cancellation charge shown as a % of the holiday price.
Scale of Cancellation Charges Period before departure within which written cancellation is
received by our Travel Office

More than 42 days No charge
28 to 42 days Deposit
14 to 27 days  45% of holiday price
7-13 days  60% of holiday price
12 - 1 day 100% of holiday price

What happens if you change my holiday?
The arrangements for your holiday will usually have been made many months in advance. Sometimes changes are unavoidable and we reserve the right to make them, most of these changes are likely to be minor and we will do our best to keep you informed. We will tell you before your booking is confirmed if there have been any changes since the brochure was published. If, after booking and before departure, we make a significant change, to your holiday you will have the option of withdrawing from the holiday without penalty or alternatively you may transfer to another holiday.

We do reserve the right to change the specification of the coach. If you withdraw from the holiday because we have made a significant change we will try to transfer you to another tour.

Coach seating
Requests for particular seats can be made on most holidays when booking by asking for front, middle or rear of coach. Your specific seat number will be given to you by the driver when you
board the coach.

Luggage
We ask you to keep luggage down to one medium sized suitcase (a medium sized suitcase is approximately 36” x 18” x 10”) weighing no more than 44lbs (20kg) but a small holdall can also
be taken on board the coach. If your case weighs more the driver may refuse to take it.

Ground or Low Floor Accommodation
Requests for this accommodation must be made at the time of booking. Your request will be passed onto the hotelier however provision cannot be guaranteed.

Health & Safety and Wellbeing on Holiday
Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach
journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit
to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get out of the coach and walk around. Exercise reduces
any discomfort which may be caused by periods of immobility. During any journey you should not drink alcohol as it leads to dehydration.

Please note that for Health and Safety reasons our staff are unable to offer any medical assistance including lifting, moving of guests other than in the interests of first aid.

No smoking policy
We operate a strict no smoking policy on all of our coaches, however frequent comfort stops are made especially during longer journeys.

Pets
We do not allow pets to be taken on our holidays. Registered Assistance Dogs will normally be accommodated.

Itineraries
Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. We reserve the right to change the order of all excursions, to suit
weather or traffic conditions prevailing at the time. We also reserve the right to alter/amend itineraries due to circumstances beyond our control.

Please bear in mind that there may be some excursions that may be unsuitable for individual personal requirements. Please discuss with the Travel Sales staff at the time of booking as to suitability

Special Needs
The holidays in this brochure have been carefully planned to include as much as interest as possible. Inevitably this may lead to some walking and steps. Please notify us when you book
if you or any member of your party has any special needs, or suffers from any disability. We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or special facilities in the hotel, or may have difficulties in taking part in excursions or boarding and travelling on the coach or other means of transport, you must let us know in advance because not all the holidays in this brochure may be suitable for you. We want you to enjoy your holiday and will try to help you select an appropriate trip. If you need advice or further information either you or your booking agent should contact Nigel Maun Tours Director at the travel centre.

Special Diets & Other Special Requests
You may have special dietary needs or other special requests, if so, you must let us know at the time of booking or as soon as you are medically advised, and that they appear on your confirmation of booking. These will be notified to the hotel or hotels on your holiday. However, they are not guaranteed unless we specifically agree them with you. Please note that some hotels may not have the facilities to cope with particular requests and we cannot be held liable for their failure to do so. Where we think this is likely to happen we will tell you prior to your booking.

Children’s reduction
For children under 12 years of age sharing adult accommodation there is a 50% reduction.
Emergency 24 Hours Telephone Number The number below is only available on the day of your departure if there is an emergency 07753 951357. For all other queries please phone the hotel direct available 24 hours a day.

Mobility Scooter Policy
Please note that we can accept one ‘compact’ electric mobility scooter per holiday. Our definition of ‘compact’ is that the scooter is class 2 specification; i.e. It must be designed to be dismantled, so that it can be loaded into the boot of a car. The actual maximum sizes of class 2 mobility scooters are; Length - 1200mm, and width - 700mm max. (We cannot accept class 3 scooters as these are too large and heavy to lift.) Furthermore, would all users of scooters and wheelchairs kindly note that you must be able to negotiate the five steps to board the coach, in order to manage and enjoy our holidays. The driver is not allowed to help you on and off the coach for health and safety reasons.

Safe use of mobility Scooters 
A mobility scooter could cause considerable damage to the user or to other people if it collided
with someone or something. You are responsible for your own, and other people’s safety.

  • Please ensure that your powered wheelchair or scooter is fit for use before driving on hotel grounds.
  • All normal parking restrictions apply to mobility scooters and powered wheelchairs.
  • Powered wheelchairs and scooters MUST NOT travel faster than 4mph (6km/h) anywhere within the hotel grounds. You may need to reduce your speed to adjust to other pavement users who may not be able to move out of your way quickly enough or where the pavement is too narrow.
  • Your vehicle shouldn’t be left on a footpath or pedestrian area on its own if it gets in the way of other pedestrians, including wheelchair users and people with prams.
  • It is strongly recommended you take out insurance for your mobility scooter.

Single Occupancy
There is no supplement for single bedded rooms, however you are advised to book immediately as these rooms are in short supply. We do let a limited number of small double/twins at some
of our hotels for an extra supplement.

Passenger behaviour
We want all our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any
member of your party is abusive or disruptive or behaves in a way which, in our reasonable opinion, could cause damage or injury to others or affect their enjoyment of their holiday, or which could damage property, we have the right, after reasonable consideration, to terminate your contract with us. If this happens we will have no further obligations or liability to you. The coach driver/representative, is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale in section 10. If the refusal is on the return journey we have the right to terminate the contract and will have no further obligations or liability to you.

Data Protection Act
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such
as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in place to protect your information. We will not, however,
pass information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities dietary/
religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. You are entitled to a copy of your information held by us and if you
would like to see this, then please contact us. We retain your full contact details and other information in secure files and electronic storage facilities. We may use this information to contact you by mail, telephone or electronic means. Your information will not be passed on to a third party.

Brochure accuracy
Every effort has been made to ensure the information contained in our brochures are correct at the time of printing. However, we reserve the right to vary, cancel or amend any arrangements featured in the brochure because of unforeseen circumstances beyond the control of Brend coach holidays.

Coaches
All our coaches have air conditioning and toilets, but we may sometimes offer other coaches due to circumstances beyond our control. We will do our best to comply with your requests for coach seating but this is not guaranteed.

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