Terms & Conditions
We want you to have a most enjoyable holiday. It is therefore imperative that you read this information. This forms the basis of your contract with us and when you make a booking you guarantee that you have the authority to accept, and do accept, on behalf of all your party the terms shown here. A contract will only exist between us when we issue you our formal confirmation. Your contract is with Captivating Travel Limited a company registered in England. Company Number: 7416324. Registered Office is 12 Chaucer Court, Ewelme, Wallingford, Oxfordshire, OX10 6HW.
Our website has a wealth of information to help you choose the right holiday and the information on this page should assist in your final decision. There is, however, no substitute for the spoken word and our team is on hand to provide all the information you need. To avoid any possible misunderstanding you are recommended to seek confirmation in writing of any additional information provided.
1.1 – Hotels
Choosing the right hotel can make or break your holiday. The hotels featured on our website are what we consider to be the best available in their category or have a certain character that we believe would appeal to our discerning clients. Most destinations do not have an official classification system so the classification shown on our website is our own opinion. The nightly prices shown are purely a guide to allow you to make an informed choice within your ideal budget. Unless otherwise stated they are based on 2 persons sharing a double/twin room and are generally for low season departures. Higher prices will be applicable to high and peak seasons plus in some cases, a minimum length of stay. The actual price of your chosen holiday will depend on your departure date and will be advised at the time of booking. If you have any doubts whatsoever please discuss the hotels with us.
1.2 – Hotel Facilities
Our hotel descriptions may include sports and entertainment facilities. These are shown in good faith as being available but their provision may be limited or they may not be available from time to time. Please note that where a hotel offers free water or other sports a deposit for equipment and a charge for instruction may be requested. Some outdoor activities such as beach services and water sports may be subject to weather conditions and sufficient support. The use of some facilities listed may incur a charge, payable locally. If you are unsure please check with us. If air-conditioning is provided the operation of this is at the discretion of hotel management and may be subject to energy saving regulations. Please also note that supplies of electricity and water can be erratic. Many resort hotels have open sided restaurants which attract local bird life particularly at breakfast time. In any developing resort or destination, building works must be expected and often start without prior warning. Hotels also have to be maintained and refurbished and swimming pools cleaned but the manager will try to ensure a minimum of inconvenience to guests.
1.3 – Accommodation
Accommodation will vary in style from one hotel to another, even within the same category. In some cases it can be minimalistic, in others ultra luxurious. The types of room e.g. superior or deluxe are the hotel’s own category and should be read in the context of the hotel description. We are willing to request the hotel to place an extra bed in a twin room and a reduction may be offered. It must be understood, however, that floor and drawer space may be cramped. Beds for children may not be full single size and can often be ‘rollaway’ style. When we describe a room as having sea view this means you will have some view of the sea. The room may not face the sea and the view may be at an angle. Views may also be obscured by garden foliage. Please note that although we may describe the hotel as on the sea front or overlooking the sea it does not always follow that rooms have sea view.
1.4 – Meals & Service
It should be recognised that you may not always receive the same standards in your chosen destination as you might find say in Europe. In a number of areas particularly island destinations much of the food has to be imported and meals will vary depending on the style of hotel. Food is, however, a matter of personal taste and preference. Many hotels adopt a buffet style service for meals. Breakfast is quite often full English style but in smaller hotels Continental style may only be available. Where we offer half board, full board or all inclusive arrangements the meals are on a table d’hote (fixed menu) basis and often only served in the hotels main restaurant. A supplement is usually required for a la carte meals and dining in speciality restaurants and in some cases the hotel will not allow any credit for the table d’hote meal not taken. We advise you to check with the hotel before dining. It is not usually possible to substitute lunch for dinner when booking half board. Holidays which include main meals generally commence with dinner on the day of arrival at your hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of departure. All Inclusive packages generally finish at check-out time on your day of departure between 10 am and noon. After this time, payment for any additional meals must be made direct to the hotel. Please note that no refund can be given for meals not taken. With few exceptions most faraway destinations have a rather relaxed attitude to service. It can be frustratingly slow at times but remember you are in a foreign country. A friendly approach on your part is likely to achieve the best results.
1.5 – Check-in/Check-out
All hotels operate the standard international practice with regard to check- in and check-out times. Check-in is usually between 1400 and 1600 and check-out between 1000 and 1200. This means you may have to wait some time after an early arrival for your room to be made up and vacate your room perhaps hours before your departure. Often hotels arrange for one room to be allocated to departing guests for changing etc. It may also be possible to retain your room until departure on payment of an extra charge. Obviously both depend on whether rooms are required for arriving guests. Guaranteeing your room for an early arrival or late departure will involve paying for an extra night.
1.6 – Special Requests
If you have a special request, we will do our best to help, but we cannot guarantee it except as set out in this clause. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your travel arrangements, it must be specifically agreed with us before or at the time you book. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Confirmation invoice or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it will either be invoiced to you prior to your departure or should be paid for locally.
2.1 – Air Travel
The timings and days of operation will be as advised to us at the time of booking your holiday. Any significant changes thereafter will be advised to you as soon as possible. Minor changes will be shown in your final travel documents. Given the distances travelled it is sometimes necessary to make stops en route for refuelling or to pick up joining passengers. Owing to security regulations it is not always possible to use this opportunity to leave the aircraft. The actual stops en route will be shown in your final itinerary. If you require details beforehand please ask us. It should be noted that all passengers travel under the conditions of carriage of the airline concerned as printed on their ticket. NB: Owing to changes in pressure, it is dangerous to fly less than 48 hours after scuba diving.
2.2 – Seat Allocation
As seats on many international flights are allocated on check in, you are strongly advised to arrive early to secure the seats of your choice. Some airlines are willing to reserve seats in advance, and we will pass on your request. We cannot, however, guarantee the airline will be able to meet your requirements. All airlines have adopted a non smoking policy.
2.3 – Luggage Allowance
The combined weight of hand luggage and that to be checked in should not exceed 20kgs or 23kgs depending on the airline. On some overseas domestic flights the luggage allowance may be less. Details will be sent with your travel documents. Clients travelling in business or first class will be entitled to a luggage allowance of 30kgs or 40kgs respectively.
2.4 – Flight Delays
In the event of a delay the individual airline policy will apply. Please note if there is a long delay, hotels do not offer refunds as the accommodation is still held for a late arrival and not re-sold. Your travel insurance may offer some compensation for certain delays.
3.1 – Website Description
We pride ourselves at Captivating Travel Limited in having inspected all of our hotels listed and every effort has been made to convey the details, descriptions and price accurately. However, changes do occur and therefore we will advise you at the time of your booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible to control all elements of the holiday where advertised facilities can sometimes become unavailable at short notice due to inclement weather conditions, lack of demand, emergency, repair works, etc.
4.1 – Immigration Requirements
Please ensure you hold a full passport and that it is valid for at least 6 months after your return date. The costs of passports and visas are not included in the holiday price. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel; because you have not complied with passport, visa or immigration requirements. We do offer an advance visa service. Please see our website for details.
5.1 – Vaccinations & Health
For full details of required or recommended vaccinations for your chosen destination visit the Department of Health website www.fitfortravel.nhs.uk. We also recommend that you check with your own doctor as to which inoculations are considered necessary and available for specific areas. Captivating Travel Limited cannot be held liable for the failure of clients to comply with the health requirements of countries they intend to visit. Even by following recommended precautions some of our clients may still be susceptible to stomach infections. Whilst we are sorry if this should detract from your holiday enjoyment, we obviously cannot accept any liability in this matter. Airlines require that any women more than 28 weeks pregnant at the time of return travel should produce medical evidence of their fitness to travel.
5.2 – Disabilities etc
You must provide us with full details of any existing medical or physical problem (including unusual height or weight) or disability that may apply to any member of your group and which affect your arrangements (including, in particular, any accommodation requirements or difficulties that may be encountered in accessing buildings) at the time of booking. If in our reasonable opinion, your chosen arrangements are not suitable for the medical or physical problem or disability or you are not travelling with someone who can provide all assistance that may be required, we have the right to refuse to accept the booking or you may not be able to use certain facilities in which event we shall not be liable for any losses or compensation arising. If you do not give us full details of any medical or physical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the arrangements are not suitable in the circumstances. If we cancel in this situation, it will be regarded in the same way as a cancellation by you and cancellation charges as set out in clause 13.1 Cancellation by You must be paid to us by the person concerned.
6.1 – Safety
You are, of course, responsible for your own safety and you should make allowances for the fact that you may be visiting less developed countries. In general your own common sense must prevail. Do not make a show of wealth and avoid walking around towns or cities at night or too far from civilisation even during the daytime. Please remember in foreign countries the sun can be deceptively strong and those inviting crystal clear waters may conceal strong undercurrents, sharp coral or sea urchins and the like. Take every precaution and take heed of local warnings. The Foreign & Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information by visiting the ‘know before you go’ section of the website www.fco.gov.uk.
7.1 – Booking & Payment
All holidays are subject to availability at the time of booking. To request your holiday reservation we require a minimum deposit of £200 per person. Certain holidays require a higher deposit which will be advised at the time of booking. Deposits are not required for infants under 2 years on the date of return travel. If you are booking within 121 days of departure, full payment is required. If for any reason we are unable to confirm your holiday at this stage any monies paid to us will be refunded to you without undue delay. The balance due as shown on your invoice must be paid to us no later than 121 days before your departure. If you fail to pay the balance by the due date we reserve the right to treat the booking as cancelled and levy appropriate cancellation charges as detailed in clause 13.1. Deposits and final payments can be made by card, bank transfer or cheque. All payments must be made in GB pounds, unless otherwise agreed. For all bank transfers outside the UK, the payer must cover all handling fees.
8.1 – Pricing Policy & Guarantee
All prices quoted at the time of booking are based on known costs and currency exchange rates shown in the Financial Times on that day. Changes in transportation costs including fuel; duties, 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. We will absorb an amount equivalent to 2% of your holiday price (excluding amendment fees) before passing on any surcharge to you. If this means you have to pay an increase more than 10% of the price of your travel arrangements, this will be regarded as a significant change to your holiday arrangements in which case clause 11.2 shall apply. 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. It should be noted, however, that most travel arrangements are purchased in £ Sterling or Euros and not in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. Alternatively, you may wish to pay for your holiday in full at the time of booking in which case your holiday price is guaranteed. No surcharges will be applied and no refunds will be applicable.
9.1 – Your Financial Protection
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 with us therefore all holidays are financially protected by the ATOL scheme. We provide this security by way of an ATOL (number 10373) administered by the Civil Aviation Authority. When you buy an ATOL protected air inclusive holiday package you will be supplied with an ATOL certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL certificate go to: www.atol.org.uk/ATOLCertificate
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
10.1 – Insurance
It is essential that you and all members of your party have adequate travel insurance. Captivating Travel Limited does not provide travel insurance. In general your policy should cover personal accident, death, medical and repatriation expenses, loss of valuables and baggage, cancellation or curtailment, missed departure, delay and legal expenses. Should you or any member of your party decide not to take out travel insurance we cannot accept any responsibility for any costs that arise which would otherwise have been met if insurance cover had been taken out.
11.1 – Alterations by you
If you request a change in the dates or content of your itinerary after we have confirmed your booking, we will do our best to meet your revised requirements. We do, however, reserve the right to charge an amendment fee of 2% of the holiday price plus any appropriate additional holiday cost. It should be noted that it is not always possible to change names on flights or accommodation Any requests received within 61 days of departure may be treated as a cancellation and re-booking and thus subject to the cancellation charges shown in clause 13.1 Cancellation by You.
11.2 – Alterations by us
Your holiday arrangements may have been made many months in advance and changes can, therefore, occur for a variety of reasons. Many of these changes are very minor in nature and should not affect the overall enjoyment of your holiday. Where they are more significant we will do our best to advise you or your travel agent prior to your departure. In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing the carriers to be used, or likely to be used, on our Confirmation Invoice. 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. Sometimes a major alteration has to be made before your departure. In such circumstances we will give you the options of either a) accepting the revised arrangements, b) transferring to such other equivalent or superior quality holidays as we may offer by way of substitute c) transferring to such other lower quality holiday as we may offer by way of substitute with a refund of any price difference, or d) cancelling your holiday with a full refund of all monies paid. Compensation will also be payable on the scale shown below, unless the change arises as a result of events beyond our control (see clause 12.1 Important Note below) . A major change is considered to be: a significant change of resort, a change of accommodation to that of a lower category and or price; change of airport other than Heathrow or Gatwick that causes great inconvenience; change of your departure or return by more than 12 hours.
Compensation amount for each full paying adult:
Number of days notification before departure:
More than 42 days – £10
29 to 42 days – £20
15 to 28 days – £25
1 to 14 days – £30
12.1 – Important Note
Compensation and refund payments will not be made for changes caused by reason of war, threat of war, riots, civil strife, terrorist activity, strikes or other industrial disruption, natural or nuclear disasters, fire, quarantine, epidemics, weather conditions, acts of god, government action at home or abroad, unavoidable technical problems with transportation, airport or port closures, temporary invasion of pests, the presence of indigenous animals or insects, or your party’s negligence resulting in loss or accident, or any similar event beyond our reasonable control and which neither we or nor our suppliers could have been reasonably expected to have avoided having taken all reasonable precautions.
13.1 – Cancellation by you
Should you or any member of your party wish to cancel your booking at any time please notify us immediately. If we have already issued a Confirmation of Booking it is essential that you indicate your intention to cancel in writing to ourselves. This instruction to cancel must be signed by the person who made the original booking. We will not affect the cancellation until such written advice is received. As we will incur costs in cancelling your holiday you will have to pay the applicable cancellation charges up to the maximum shown in the table below. These are calculated as a percentage of the total holiday cost of the person or persons making the cancellation.
The percentages shown in the table below will be applied to the total cost of the holiday excluding deposits detailed in the initial booking confirmation.
Number of days notification before departure:
Over 60 days – Loss of deposit
60 to 42 days – 45%
41 to 28 days – 60%
27 to 8 days – 90%
7 days or less – 100%
If the reason for cancelling is covered under the terms of your insurance policy you may be able to reclaim these charges.
13.2 – Cancellation by us
We reserve the right in any circumstances to cancel your holiday and in such an event (unless clause 12.1 Important Note applies) you will have the options and be entitled to the compensation contained in clause 11.2. Alterations by Us. Except for events beyond our control (see clause 12.1 Important Note above) or if you default on payment (see clause 7.1 Booking & Payment) we will not cancel any booking within 61 days of the scheduled departure date.
13.3 – Holiday Curtailment
Should you decide to cut short your holiday and return home early and have no reasonable cause for complaint about the standard of accommodation and services provided, we will be unable to refund any part of your holiday not completed, or assist with any associated costs you may incur. Your travel insurance may, however, offer cover for holiday curtailment depending on the circumstances.
14.1 – Change to hotel accommodation
We do not control the day to day management of your accommodation, and on very rare occasions we may be advised that the reserved accommodation has been overbooked. If this occurs before your departure we will give you the options as outlined in clause 11.2 Alterations by Us. If the overbooking occurs on arrival in resort we will endeavour to provide accommodation of at least the same standard. If only accommodation of a lower standard is available we will refund the difference in the price between the accommodation booked and that available, and will pay up to £50 per person (excluding infants under 2 years of age) as compensation for any inconvenience.
15.1 – Complaints
In the unlikely event that you have a complaint whilst on holiday this must be brought to the attention of our local representative and the hotel management as soon as possible. It is likely your complaint will be resolved there and then to your satisfaction. If you fail to take action whilst on holiday we will have been deprived of the opportunity to investigate and rectify your complaint and this may affect your rights under this contract. If however your complaint cannot be resolved during your holiday and you wish to pursue the matter on your return it is essential that you put your complaint in writing to us within 28 days of your return quoting your holiday reference, departure date and destination.
Normally complaints will be resolved amicably. However, if we are unable to reach an acceptable solution you may if you wish refer the dispute to arbitration under a special Scheme administered by IDRS part of the Chartered Institute of Arbitrators. Details are available on request. The Scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The Scheme does not apply to claims for an amount greater than £5,000 per person or £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 IDRS within 9 months of the return date from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree. For injury and illness claims, you may like to use the Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request.
16.1 – Our liability 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 to a maximum of twice the cost of the affected person’s travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to (a) the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and (b) 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.
Under EU law (Regulation 261/2004) 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 published 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 these conditions. If any payments to you are due from us, any payment from 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.
16.2 – Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to 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, and you suffer an injury or other material loss, we will offer such prompt assistance as is reasonable in the circumstances.
16.3 – Excursions
Excursions or other tours that you may choose to book or pay for whilst on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator, even if one of our representatives in resort organises any booking and/or accompanies the excursion or tour itself.
17.1 – Data protection policy
In order for us to process your holiday booking, the information you give us for you and your party such as name, address, any special needs/dietary requirements etc. will need to be passed to the relevant suppliers of your travel arrangements including airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. It should be noted that destinations outside the UK and EEA may not have data protection as strong as the legal requirements in this country. We will not, however, pass any information onto any person who is 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, or dietary/religious requirements. If we cannot pass this information to the relevant suppliers, whether in the UK or overseas, we cannot provide your booking. In making this booking, you consent to this information being passed onto the relevant persons. We will hold your information, where collected by us, and may use it to inform you of offers or holidays in the future. If you do not wish to receive such approaches in the future please notify us. You are entitled to a copy of your information held by us. If you would like to see this please contact us. We may make a small charge for providing this to you.
18.1 – Contract & Jurisdiction
Our contract with you shall be deemed to have been made at the offices of: Captivating Travel Limited. 10 Chaucer Court, Ewelme, Wallingford, Oxfordshire, OX10 6HW.
Any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your booking or travel must be brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). English law (and no other) will apply to your contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us at the time of booking.