Page 100 - Crusader - 2024 Brochure

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BCH ABTOT TRADING CHARTER (& BOOKING CONDITIONS)
than 8 weeks before the scheduled departure date, except where you have failed to pay the final balance or because of force majeure (force majeure means an event which we or the suppliers of the services in question could not foresee or avoid and is therefore beyond our control).
9. OUR RESPONSIBILITY TO YOU
We accept responsibility for ensuring the holiday which
you book with us is supplied as described in our publicity material and the services offered reach a reasonable standard and if you are in difficulty, we will assist you. If any part of our holiday contract is not provided as promised, you may terminate the contract without paying a termination fee and we will pay you appropriate compensation if
this has affected your enjoyment of your holiday. We will, however, not be liable if there are any unforeseeable or unavoidable actions of a third party not connected with our travel services, or there were unavoidable or extraordinary circumstances, or the lack of conformity is due to a traveller in the party. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the value of the original holiday cost (not including insurance premiums and amendment charges). We accept responsibility for death, injury, or illness caused by the negligent acts and/
or omissions of our employees or agents together with our suppliers and sub-contractors, servants and/or agents
of the same whilst acting within the scope of, or during their employment in the provision of your holiday. We will accordingly pay to our clients such damages as might have been awarded in such circumstances under English Law.
In respect of carriage by air, sea, tunnel and rail and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention.
If we make any payment to you or any member of your party for death or personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to act against the person or organisation responsible for causing the death, personal injury or illness. This clause does not apply to any separate contracts that you may enter for excursions or activities during or outside of your holiday.
If you or any member of your party suffer death, illness
or injury whilst overseas arising out of an activity which does NOT form part of your holiday, we may offer guidance and where legal action is contemplated and you want our assistance, you must obtain our written consent prior to any proceedings (We limit the cost of our assistance to you or your party to £5,000 per party)
10. IF YOU HAVE A COMPLAINT
If you have a problem during your holiday, please inform your Tour Manager, your driver or the relevant supplier/ resort representative immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, you can call our office number on 01296 336666 (open in office hours) If you remain dissatisfied, please follow this up within 14 days of your return home by writing to Crusader Holidays, Motts Leisure Ltd., Garside Way, Stocklake, Aylesbury, Bucks, HP20 1BH or email myholiday@crusader-holidays.co.uk giving your original booking reference number and all other relevant information. It is therefore a condition of this contract
that you communicate any problem to the supplier of the services in question AND to our representative whilst in resort and obtain a written record where/if appropriate. If you fail to follow this simple procedure, we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem. Should you wish to pursue the complaint further, BCH ABTOT have an Alternative Dispute Resolution scheme and full details are available from them. Please contact them at ABTOT 117 Houndsditch London EC3A 7BT
Please note that we can only respond to one letter per booking and that comments written on our questionnaire forms are not classed as a formal complaint. All complaints that are received are thoroughly investigated. Sometimes these investigations can take time awaiting response from our suppliers.
11. OUR COACHES – SEATING ARRANGEMENTS
We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but, in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. Single passengers may be required to share a double seat with other single passengers. When your booking is confirmed, you will be given a choice of seats that are available at that time. We cannot accept bookings that are conditional on the provision of specific seats. Please note that in front of seats 1, 2, 3, 4, 27, 28 there
is a modesty board as the entrance / exit steps are located there and as a consequence there may be a slight reduction in leg room. Specific seats will not be allocated on coaches operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports etc.
If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available, then you will be refused access to the coach and any payments made will be liable to forfeiture.
There are occasions when our coaches are delayed due
to traffic congestion, ferry or flight delays etc. We cannot accept liability for these delays, howsoever caused. Whilst we go to great efforts to ensure that everything functions correctly for a smooth and enjoyable holiday, there are occasions when mechanical items can fail. In the event of any such failure, Crusader Holidays will attempt to minimise any inconvenience, but we cannot be financially liable should such occur.
12. HOTEL FACILITIES
Accommodation throughout the UK, Europe & ROW varies and our range of hotels includes everything from 5 star establishments to homely, family-run hotels. We go to great lengths to ensure that your holiday accommodation will be of an acceptable standard and every effort will be made to provide the type of room that you have booked. Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject
to a supplementary charge.
(a) Hotel grading: Hotel grading and classification systems vary so widely throughout the UK and Europe that they
do not represent a consistent method of comparing accommodation standards from one country to another. We advise you to look upon them merely as a general guide.
(b) Additional facilities: Our liability for the provision of additional facilities for which a supplement has been paid is limited to the published price of that supplement. Rooms with private facilities will include EITHER bath and WC
OR shower and WC. Where you specify a preference for either a bath and WC or a shower and WC we will make every effort to accommodate your request. We CANNOT guarantee your preference will be met. Occasionally, in older hotels, a wash basin may be located in the bedroom rather than the bathroom. Please note that in Continental Europe it is not normally the custom to have tea or coffee facilities in rooms.
(c) Room type: When booking a double room you should clearly request either a double bed or twin beds, otherwise we shall assume that either is acceptable. Please note that many hotels in Europe have a majority of twin bedded rooms and that bookings for double rooms are only taken on a request basis. In some hotels, particularly in Continental Europe, a twin-bedded room may have a single king-size bedframe with two mattresses, each with its own bed linen. Three and four bedded rooms are normally twins or doubles with extra beds and are not suitable for adults and space will be limited. The room description shown on your holiday confirmation refers to the main hotel on your holiday. Overnight hotels may offer different room types. Please note that the location, position, size or type of any room cannot be guaranteed. Room allocation is the responsibility of the hotelier. However, all special requests, such as low floor rooms, are passed on and we make every endeavour to see that they are considered.
(d) Single rooms: Single rooms are always in short supply and early booking is advised. If a payment for single room supplement is shown against the holiday, then that price must be paid. The payment of a single room supplement does not imply that any room allocated will be anything other than a single room.
(e) Overnight hotels: In the best interests of our customers,
it may sometimes be necessary or desirable to change the location of single overnight hotel stops. We will do our very best to notify you in advance if such a change is necessary, but we reserve the right to make such a change without notice. The alternative hotel will always be of an equivalent standard to the original.
(f) Special diets: It may be difficult for some hotels to
fulfil special dietary requirements. If in doubt, it would be beneficial for the client to telephone the hotel direct to ascertain the position and to arrange payment with them for additional charges that may be incurred. In the event that a hotel or restaurant offers a set menu, every effort will be made to ensure that a suitable alternative is available for customers with specific dietary needs.
(g) Hotel amenities: All the amenities described on the appropriate brochure page, leaflet or advert will normally
be available for the enjoyment of our customers. However some amenities (lifts, swimming pools and so on) may occasionally require servicing or cleaning and therefore we cannot guarantee that they will always be available. Some resort services may be affected by weather conditions
or out-of-season reductions or cancellations. Unless otherwise indicated in this brochure, certain amenities (such as sun beds, sporting activities and entrance to discos or nightclubs) may incur an additional charge. Entertainment provided by hotels is frequently subject to demand and the type or frequency may be varied if there is a lack of demand or insufficient numbers staying at the hotel. In many hotels you may be asked to share a table in the restaurant or dining room with other guests. Specific table requests will be passed onto the hotel but please note these may incur a supplement. If a hotel has lifts, these are described as serving some, most or all floors or rooms. Many hotel buildings are historic rather than purpose-built and therefore there may also be some internal steps on a floor served by a lift, which lead to or from public rooms. Most UK hotels include tea or coffee making facilities in the bedrooms. Where this facility is provided there may be a charge for additional beverage supplies.
(h) Bath/shower mats: For your own safety, there are usually bath/shower mats provided in your en-suite room. If they are not, then please request one from the hotel reception who will be happy to provide one.
(i) Suitability: If you have any concerns whatsoever about the suitability of a hotel or holiday for your own particular requirements, please contact us prior to booking in order that we can request precise information from the hotel or supplier to establish the suitability of the hotel or holiday for your needs. Whilst we aim to provide general information about hotel facilities, this may not be sufficient to establish suitability in every case e.g allergy sufferers may need further information about whether a hotel accepts pets
or not. It is your responsibility to request this specific information as we cannot be aware of every possible requirement our passengers may have.
(j) Service Levels: In the post-Covid era it has become increasingly common that hotels no longer offer daily servicing of guestrooms i.e. cleaning, emptying bins, replenishing tea / coffee supplies, changing towels. In some hotels, this service, if required, may be requested by individual guests at reception or by hanging out a sign on the door of the room. Individual hotels operate varying policies regarding room servicing - please ask for details. NB Bed linen may only be changed once during a stay of 4 days or more.
(k) Cashless Service Providers: In the post-Covid era, it has become increasing common that hotels (including Warners Leisure Hotels) now operate completely cashless. This is also the case on some ferry services. Crusader Holidays strongly recommends that guests ensure that they have a valid payment card (credit or debit) for the duration of the holiday
(l) Compliance: Every effort is made to ensure that each hotel and service provider complies with all local laws, rules and regulations directly or indirectly applicable to
the provision of services including, without limitation, those relating to construction, maintenance, insurance, sanitation, hygiene, fire, health and safety. Each hotel / service provider will refrain from any acts or omissions which might endanger the health or safety of passengers. They will ensure that all staff are properly trained for evacuation
of guests in the event of emergency. They will produce on demand all relevant certificates, licences and approvals.
13. HEALTH AND SAFETY
In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised
to refer to the Government website www.gov.uk/foreign- travel-advice which lists Health and Entry Requirements for all countries.
Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period. If you are planning to undertake a journey of more than three hours, you should consult your doctor, if you have ever had DVT, pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, stroke, and heart or lung disease or If you have had major surgery in the past three months.
We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. Where we provide comfort stops you are encouraged to
www.crusader-holidays.co.uk Call us on 01255 425453 / 01296 336666
IMPORTANT INFORMATION