GENERAL HOLIDAY INFORMATION
Elegant Resorts (part of the Thomas Cook Group) is a member of ABTA and holds an ATOL licence granted by the Civil Aviation Authority. We specialise in luxury holiday experiences around the world and, thanks to our knowledgeable and friendly travel team, have achieved a reputation for offering our clients a service and commitment that is second to none. Like you, we don’t compromise our standards. Like you, we expect the best.
Our brochures (and this website) are prepared many months before the start of the holiday season and particular attention has been given to all details provided. However for a variety of reasons there may be amendments made at any time to the facilities or services available. In this event, your Travel Consultant will advise you of any change(s) immediately. Should such an event occur during your holiday, please contact either our local representative (where applicable) or our travel team here in Chester on +44 1244 897 000.
Our holidays cater for the most discerning of travellers and the hotels/villas we have selected rank amongst the finest in the world. Each one offers the highest standards of accommodation, cuisine and service available. However they are all very individual and do cater for – and satisfy – different requirements. Whilst we appreciate the importance of value for money, we also understand there is a healthy demand for the best – whether this is the choice of accommodation or the flight. This is why we offer the flexibility and comfort of scheduled flights, the option of private car transfers and why we only work with hotels offering the highest standards. These enhancements, even if they do cost a little extra, all contribute to the kind of individual first class holiday we know our guests expect. For those travelling with children, some hotels do not accept youngsters at certain times of the year. Other hotels, meanwhile, welcome children and have some especially attractive offers. Whilst we attempt to give as much advice as possible throughout our brochures and on this website, if you are still finding it difficult to make your choice, please do not hesitate to contact our Travel Consultants for further guidance. We do know the strengths and weaknesses of the individual hotels/villas and it would be our pleasure to help you decide between them.
BEFORE YOU TRAVEL
Weather & Natural Disasters
Some of the destinations featured in our portfolio may be affected by weather patterns such as tropical storms, monsoons, hurricanes, tornadoes, cyclones, typhoons, flooding and also seismic activity causing earthquakes and tidal waves. It’s not possible for us to publish detailed information on weather patterns for each destination here or in our brochures, and weather advice can frequently change, we recommend you check the latest FCO Travel Advice for your destination - www.gov.uk/fco When a storm or natural disaster occurs, travel and accommodation arrangements may be significantly disrupted. It is extremely difficult to predict with accuracy the actual path, duration or effect severe weather patterns and seismic activity may have and the effects of actual or threatened bad weather and natural disasters are beyond our control (please refer to our booking conditions, section “Circumstances Beyond Our Control" for details of our responsibility to you in these circumstances). If a storm or natural disaster is forecast to affect one of our destinations, we work with local and international authorities, our Health and Safety / resort teams and local agents to try to minimise disruption and keep you well informed. It may be that an evacuation of your resort, or a delay or cancellation of your flight to or from the resort may be necessary. In the event of changes to your holiday due to actual or threatened bad weather, we are not able to offer any compensation.
There is a ‘hurricane season’ in the Caribbean, Gulf of Mexico, Central Mexico and South Eastern seaboard of America between June and November, the months of August and September being particularly susceptible. However, because of the nature of these weather phenomena, it is extremely difficult to provide accurate information. Whenever possible we will advise all clients should hurricane activity threaten your holiday destination when in resort, or immediately before travel. We will try and offer you the opportunity to return to the UK if possible, or to change your holiday plans to an alternative destination, providing accommodation is available.
Please be advised that tornadoes can occur almost anywhere in Canada. May to September are the main tornado months, peaking in June and early July in southern Ontario, Alberta, south eastern Quebec and the stretch from southern Saskatchewan and Manitoba through to Thunder Bay. The interior of British Colombia and western New Brunswick may also experience tornadoes. As with hurricanes because of the nature of these weather phenomena it is extremely difficult to provide accurate information. Wherever possible we will advise you should tornado activity threaten your holiday destination and endeavour to return you to the UK or assist in making alternative arrangements providing accommodation is available. You should monitor local and international weather updates on local television and radio and follow any instructions from Canadian officials or law enforcement personnel.
Low-lying coral islands such as the Maldives are fragile landforms susceptible to seasonal oscillations in shoreline change.
Also known as algae blooms, occurs in Oman, when the movement of the sea currents causes the phytoplankton to multiply rapidly, resulting in a streak of brownish red colour in the sea. As the level of plankton increases in the water, the amount of oxygen decreases sometimes causing unpleasant smells, there may be some days when it is not suitable to swim in the sea. Water excursions are not affected.
Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include; www.gov.uk/fco www.hpa.org.uk and www.nathnac.org your General Practitioner or a specialist clinic. Please note you are strongly advised against scuba diving for 24 hours before travelling by air.
Whilst many Western European and North American destinations currently have no compulsory inoculation requirements, advice about destinations can change. Clients travelling to worldwide destinations are recommended to seek advice from the sources mentioned above and, where recommended, obtain vaccinations or tablets for protection against, for example: Malaria, Hepatitis A, Polio and Typhoid. Biting insects (including mosquitoes) are common in many countries, and they can spread disease (e.g. Dengue Fever, Malaria). Insect repellents, especially those containing DEET, can be useful in helping to prevent bites. You can also reduce the risk of bites by wearing clothes that cover your skin, including your arms and legs, especially during the evening and at night. In some cases, treatments for malaria should begin well in advance of travel.
If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers Please note, the EHIC is in addition to Travel Insurance, not instead of it.
We would also like to draw your attention to DVT (deep vein thrombosis) and ask that for further details you consult with your doctor before travelling. Alternatively, visit the Government’s website www.dh.gov.uk/dvt
Please note that any passenger travelling between South Africa and either Zambia Tanzania or Kenya (in either direction) will be required to have a yellow fever vaccination certificate with them. Please be aware that this also applies to transit passengers between these destinations, irrespective of the time period in transit. A yellow fever vaccination needs to be done no less than 10 days prior to travelling.
The Foreign and Commonwealth Travel Advice Unit issues and frequently updates advice for those travelling outside the UK. The advice includes general warnings and specific information for the benefit of travellers. Ask us or your travel agent for details of any current advice for the country or countries which you plan to visit when you book your holiday. You are also advised to check this information before you go by accessing the latest Travel Advice on www.gov.uk/fco
TRAVELLERS WITH REDUCED MOBILITY OR A DISABLITY
Overseas Accommodation and Overseas Transport Arrangements
The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. Furthermore the natural terrain and the layout of some resorts can sometimes make life difficult for wheelchair users. It is important, if you have any disability that the appropriate enquiries are made about the suitability of particular overseas accommodation, resorts, overseas transport and services, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied, this may be the case either before you go or when you arrive in resort. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you. Prior to booking, please speak to our Travel Consultants.
At the Airport and Onboard Your Flight
If you have a disability, reduced mobility or special need that you require assistance with, either at the airport or onboard the aircraft please let us know as soon as possible. We would like to know if you have a pre-existing medical condition or recent injury, so that we can answer any questions and ensure there are no concerns about your fitness to fly. Please speak to your Travel Consultant who will pass details onto the relevant airline and airport. If you do not request this in advance the airlines and airports cannot guarantee that this service will be available, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs the airline is able to assist on the day with no pre-notification. We recommend you contact us at the earliest opportunity, we need information regarding your need for assistance no later than 48 hours before departure, so we can inform the responsible Managing Body at the airport(s) and your airline. If your booking is made later, the airport/airline will make all reasonable efforts to provide the service required but cannot guarantee that this can be done successfully. Please let us know if you need any assistance at the airport or onboard the flight, such as, if you use a wheelchair, if you are visually impaired or require use of oxygen. Also, please note that if you are not self-reliant (capable of taking care of all your physical needs independently in-flight), a carer must travel with any passenger who does not meet the DFT (Department for Transport) code of practice definition of self-reliance. The carer must purchase a ticket at the same time.
Making Your Booking
Passengers with reduced mobility or a disability are strongly advised to contact our Travel Consultants before making their reservation. This will enable our Consultants to confirm availability of any assistance requirements with the airline prior to booking, as any changes made after booking will be subject to the airlines change fees. Do not hesitate to contact us for further information, we will be pleased to answer any questions or queries that you may have regarding assistance.
People Needing Assistance at the Airport
If you are a wheelchair user or have reduced mobility, you need to call us prior to booking, to request assistance service at airports. If you do not request this in advance the airlines cannot guarantee that this service will be available, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs the airline is able to assist on the day, with no pre-notification. The airport will signpost designated points for passengers with reduced mobility.
If you have your own wheelchair, this will be carried free of charge in addition to your normal baggage allowance. Since a wheelchair is carried in the hold and collected in the baggage reclaim area, we advise that it is adequately insured against loss or damage since the airline liability is limited. Electronically powered wheelchairs will be accepted for travel, providing that the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations, are met. These relate to the batteries used to power wheelchairs. Since the batteries will remain attached to the wheelchair, it is important that the wheelchair can be easily stored in an upright position when collapsed for carriage. Batteries must be disconnected and the battery terminals insulated to prevent accidental shorting.
Accompanying Companion for Reduced Mobility Passengers
A carer must travel with any passenger who does not meet the DFT (Department for Transport) code of practice definition of self reliance. In establishing whether someone is “self-reliant” the DFT stipulate that the passenger should be independent in the following areas: Feeding – the passenger should be capable of feeding themselves. Cabin crew could still expect to assist with opening food containers and describing catering arrangements to blind people.
Lifting – the passenger should be capable of moving from a passenger seat to an on-board wheelchair.
Toileting – the passenger should be capable of using the toilet facilities unaided.
Communicating – the passenger should be able to communicate with cabin crew and understand their advice/instructions. Medicating – the passenger should be capable of administering their own medicines and medical procedures. Breathing – the passenger should not be reliant on supplementary oxygen, if supplementary oxygen is required please let us know and we will pass on details of your requirements to the airline.
If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time. A carer can travel with a maximum of 2 passengers requiring additional assistance as outlined above. Due to CAA (Civil Aviation Authority) regulations, any persons with reduced mobility or any physical disability or intellectual impairment cannot be allocated seats adjacent to the emergency exits.
Visually Impaired Passengers & Guide Dogs
Passengers who are blind or visually impaired should also contact us prior to making your booking. Most airlines are able to carry guide dogs on many routes, but please advise our Travel Consultants that you will be accompanied by your guide dog. Please Note: We cannot be responsible if you fail to tell us about special needs/requirements that will affect your travel arrangements and this means we will not compensate you.
PASSPORTS & VISAS
The following information applies to British Citizen’s holding a UK passport issued in the UK. Non-British Citizen passport holders or British Citizens holding a UK Passport issued abroad, should contact the appropriate consulate or embassy for clarification. Please note, both passport and visa regulations can change and you should therefore check with us, your travel agent or the relevant embassy well in advance of travel.
Your responsibility: It is the responsibility of passengers to ensure, for the travel to be undertaken, they have valid, acceptable passports, any required visa, any other documentation and, where asked for have submitted advanced passenger information in advance of travel to the tour operator/airline as appropriate. You must be able to meet the entry requirements for both your final destinations and any stop-off points en-route. Passengers without the correct documentation, or who have included incorrect information with any visa application or advanced passenger information submitted may be refused carriage. Airlines and/or Border Control Authorities have absolute discretion over refusals of carriage, departure from or entry into any country. We will hold the passenger entirely responsible in the event they are not approved for travel or where entry to a country is refused due to any failure to satisfy the requirements of the Airline or Border Control Authority. Where entry is refused, fines or other financial penalty may be imposed on or by the airline and the passenger(s) concerned will be required to immediately return to their country of departure. Any passenger who travels without the required passport/visa/other documentation is solely responsible for and must immediately pay all fines, surcharges, other financial penalty, costs (including the cost of their immediate return flight) and any other sums of any description which are incurred or imposed by the airline or incurred by ourselves. This will be the case regardless of whether the lack of correct documentation is spotted at the departure airport. We can accept no liability in this situation and no compensation, expenses, refund or other sum will be paid.
Validity: A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children) you should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, you are advised to check the requirements of the destination before you make your final travel plans. Please note, some countries require between 2/3 blank pages at the end of your passport.
Names: At the time of booking please ensure you supply your first name and surname, (as they appear on your passport), as both of these must be stated on your flight ticket. This will reduce confusion and delays at check-in, especially when travelling to the USA. It is anticipated that customers could face more queries and delays as more countries introduce Advance Passenger Information systems. You may not be able to travel and insurance may be invalid if the name on your passport and travel documents don’t match. If, after booking a holiday but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can make the necessary changes to your holiday documentation.
Children: are required to have their own passport.
Travelling with Children: single parents or other adults travelling alone with children should be aware that some countries (such as Portugal) require documentary evidence of parental responsibility before allowing lone parents to enter the country, or in some cases, before permitting the children to leave the country.
For further information on exactly what will be required at immigration please check the FCO website or contact the relevant embassy of the country you are travelling to.
Advance Passenger Information
The UK government requires Advanced Passenger Information from all passengers travelling internationally into and out of the UK. Advance Passenger Information means your passport/identity card details and in some instances, your contact information is provided to the authorities before you travel. The airlines will only provide each country’s customs and Immigration Authorities with the required relevant information. Some governments also require airlines to provide them with direct access to airline passenger bookings which may contain other passenger data. It is important that the information provided is accurate so you pass through Immigration on arrival without delay. You must provide this information when you check in and we strongly recommend that you do so in advance of going to the airport.
Important Information for all Passengers Travelling to the USA
Please read all sections carefully to ensure you comply with US entry requirements:
USA – Entry Requirements
Checklist for all passengers: Please read in conjunction with the information below:
•You must have a valid machine readable or biometric passport
•You must be eligible for the Visa Waiver Programme or apply for a visa (visit: www.usembassy.org.uk)
•Log onto the website of the airline you are flying with and enter your US Advanced Passenger Information. This requires your passport details and 1st nights address in the US.
•Log onto the US official website ‘ESTA’ at https://esta.cbp.dhs.gov Apply for authorisation to travel.
USA - Passports
British passport holders travelling to the USA (or via the USA) are required to have either individual machine-readable passports or biometric passports. (If you need to check your passport we recommend you contact the UK Passport Office).
Families will be required to obtain individual passports for each traveller including all children.
USA – Visa Waiver Programme (VWP)
If you have a machine readable or Biometric passport you should be able to qualify for travel (of up to 90 days) without a visa, under the Visa Waiver Programme (VWP). That is, provided no one in your party has ever been arrested (even if not convicted), or if suffering from a serious communicable disease (visit: www.usembassy.org.uk for details of all restrictions). For passengers holding a non-British Passport, or, if you are unsure whether you qualify for travel under the VWP please consult the Identity & Passport Service or US Embassy. For travellers who qualify for travel under the VWP, see important details on obtaining travel authorisation below.
USA – US Advanced Passenger Information
Tour Operators and Airlines are required to transmit details of the full address of your destination accommodation and country of residence and your passport details to the US authorities prior to the departure of flights to comply with US security requirements. You must provide the required security information to your airline at least 72 hours in advance of travel. Please carefully check your confirmation invoice and tickets for further details and check for up to date information on the website of the airline you are flying with. It is important the information collected by Tour Operators and Airlines as part of US Advanced Passenger Information is the same as the information you have submitted under ESTA as any differences may delay or prevent your entry to the USA.
USA – Travel Authorisation (ESTA)
US Customs & Border Control have introduced an Electronic System for Travel Authorisation (ESTA). The system is web based only and requires all passengers (including infants) travelling via or to the USA to apply for authority to travel a minimum of 72 hours prior to travel. You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation. To apply visit the official website: https://esta.cbp.dhs.gov A charge of $14 per person (subject to change) will apply and must be paid by either debit or credit card. It is very important that you complete your ESTA application using the exact address as displayed on the documentation you receive from your Airline/Operator. (If you have booked a flight only or the address of your accommodation is confirmed on arrival, please use our resort office address as stated on your holiday invoice/tickets). We will be providing accommodation details for all passengers to the US immigration authorities after you have departed to the US. If there are any differences between our information compared to what you have written on your waiver form you may be denied entry into the USA. We recommend that you carry your ESTA approval with you when you travel. If you are a returning visitor to the USA and already hold a valid ESTA, please check the ESTA website https://esta.cbp.dhs.gov/esta/ for the latest requirements. For additional information on travel to the US visit http://www.usembassy.org.uk/
How To Contact the Passport Service
General passport enquiries should be directed to the Identity and Passport Service. Please visit their website: www.ips.gov.uk or telephone: 0300 222 000. Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and have never had a passport in your own name, you should apply for one at least six weeks before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity). Visit www.ips.gov.uk
It can often take some time to obtain a visa, so you are advised to apply in plenty of time. Please always verify visa requirements at the time of booking particularly if you are planning a stay of more than 14 nights.
British citizens do not require a visa for the Caribbean or Bermuda. There are some areas, e.g Dubai where UK visitors do not require a visa for entry unless their stay exceeds 21 – 30 days, others where a visa will be issued on arrival.
British citizens do not require a visa to enter Canada, Argentina, Brazil, Chile, Ecuador or Peru.
Australia: Visas are required prior to arrival and can be made online, charges apply www.australia.org.uk (visas may also be issued at Elegant Resorts)
Bahrain: Visas are required prior to arrival www.bahrainembassy.co.uk
Bhutan: Visas are required prior to arrival www.gov.uk/fco
Burma: Visas are required prior to arrival and can be obtained from the embassy of Myanmar in London, charges apply
Cambodia: Visas can be obtained on arrival, charges apply www.cambodianembassy.org.uk
China: Visas are required prior arrival and can be obtained from the Chinese Embassy, London or the Consulate General, Manchester www.chinese-embassy.org.uk
Egypt: Visas are required but can be issued on arrival
India: Visas are required prior to arrival and can be obtained from the High Commission of India, London www.hcilondon.org Jordan: Visas can be obtained on arrival or from the UK Embassy www.jordanembassy.org.uk
Indonesia: Visas can be obtained on arrival, charges apply www.indonesianembassy.org.uk
Kenya: Visas can be obtained on arrival or from the Kenya High Commission, charges apply
Laos: Visas are required prior to arrival. There is currently no Laos representation in the UK www.laoparis.com
Oman: Visas can be obtained on arrival or from the UK Embassy www.omanembassy.org.uk
Puerto Rico: The web-based Electronic System for Travel Authorisation (ESTA) requires all passengers (including infants) travelling via or to the USA to apply for authority to travel a minimum of 72 hours prior to travel. You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation. To apply visit the official website: https://esta.cbp.dhs.gov/esta A charge of UD$14 per person (subject to change) will apply and must be paid by either credit or debit card.
Russia (St Petersburg) Visas are required prior to arrival, www.rusemblon.org
Sri Lanka: Visas are required prior to arrival and can be obtained via the Electronic Travel Authority (ETA) www.eta.gov.lk/ USA: The web-based Electronic System for Travel Authorisation (ESTA) requires all passengers (including infants) travelling via or to the USA to apply for authority to travel a minimum of 72 hours prior to travel. You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation. To apply visit the official website: https://esta.cbp.dhs.gov/esta/ A charge of UD$14 per person (subject to change) will apply and must be paid by either credit or debit card.
Tanzania: Visas are required prior to arrival, www.gov.uk/fco
Turkey: Visas are required but can be issued on arrival
Vietnam: Visas are required prior to arrival, charges apply www.vietnamembassy.org.uk
Zambia: Visas can be obtained on arrival or from the UK Embassy www.zhcl.org.uk
Zanzibar: Visas are required prior to arrival www.gov.uk/fco
Zimbabwe: Visas can be obtained on arrival or from the Zimbabwean Embassy in London, charges apply
Although our prices are based on economy class air travel, a large percentage of our clients prefer to travel in business or First class. Thanks to the excellent relationship we have with the airlines and their recognition of Elegant Resorts’ unique product, we have been able to negotiate excellent supplements for upgrading our clients’ class of travel. For business and First class clients, specific seat numbers confirmed at the time of booking are subject to change by the airline for operational reasons and are never guaranteed. Whenever we are informed of a change of seat number by the airline we shall advise you as soon as possible.
It is your responsibility to ensure that you reconfirm the departure date and times of all your travel at least 72 hours prior to departure. This is particularly important in respect of subsequent journeys after you have left the UK.
Your tickets and any other documents relating to your booking will be sent to the address which you give us at the time of booking, or may be delivered by e-mail in the form of an e-ticket if you supplied an e-mail address at the time of booking. Provided you have paid the total cost of the travel arrangements, we will endeavour to dispatch your tickets to you at least two weeks prior to departure. It is important you check all details of your travel documents before leaving the UK. If there are any inaccuracies or you have any other queries please contact us immediately. For bookings made within seven days of departure, it is necessary for us to use a courier company which guarantees next day delivery and any charges will be passed on to you at the time of booking. Please note that the delivery charge is non-refundable.
Lost/Stolen Flight Tickets
If you lose your ticket or it is stolen before you leave the UK, certain airlines will not authorise us to issue a replacement. You would then be requested to purchase a new ticket and there may be a delay of up to twelve months before we receive authority from the airline to make any refund to you. If the airline concerned does allow us to issue a replacement ticket, we will require payment of an administration fee from you. It is most important that you contact us as soon as you realise that your ticket is missing. If your ticket is lost or stolen after you have left the UK you can apply to us for a refund on your lost ticket, but any refund will be entirely at the discretion of the airline and it can take up to twelve months before we receive authority from the airline to make any refund.
At the Airport
The following information is designed to help you complete the check in process as quickly as possible: You are advised to check-in approximately 3 hours prior to the departure time on your flight tickets, but in all cases you must have checked-in at least 1 hour prior to departure, failure to do so could result in you being denied travel. Remember no calls will be made for your flight so please make sure that you are at the departure gate no later than 45 minutes before your departure time (60 minutes for some destinations). Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense. If you fail to check in on time, the transport provider is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises and, whilst we endeavour to assist in making alternative travel arrangements to your resort, any cost or loss incurred as a result will be your responsibility. If you fail to check in at all for your departure from the UK, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return transport to the UK. No refund can be made for any unused arrangements. When you arrive at the check-in desk, you will be asked for your ticket, passport and baggage. Once you have checked in, you can move through to the departure lounge where you will find further information, including your departure gate number.
Although handling arrangements at UK departure points are excellent, there are occasions when your baggage may be delayed. A charge will be made if your hold baggage exceeds the allowance stated on your ticket. Baggage allowances vary according to the airline so always check before you travel. Individual items of luggage must not exceed 30kg for lifting purposes. Remember to pack any medication, valuable items and photographic film in your hand luggage and not in your suitcase. Items such as knives, scissors, tweezers and laser pointers must not be carried in your hand luggage, so remember to pack them in your suitcase. Any such items or sharp objects will be confiscated if packed in your hand luggage. For full details of items permitted on board, please check with the airline you are flying with.
Some airlines now work in partnership with one another and sell seats on each other’s planes to enable more choices and better onward connections. This means that your flight may be with a different company to the one you expect.
Fitness to Fly
You may need permission from your doctor to fly if you suffer from certain medical conditions, which may mean you also require assistance from the airline. Should you have any concerns about your fitness to fly, please ask your Travel Consultant.
Regulations vary from airline to airline, but some will refuse to carry women who will be 28 weeks pregnant or more on the date of return travel. If you are in doubt, please check with the airline concerned. We recommend that you also consult your own doctor.
If you are carrying medical/mobility equipment, you must ensure that you have adequate insurance to cover the items for possible loss or damage.
Please remember to pack any valuables including money, credit cards, jewellery, keys and camera equipment in your hand luggage and not in your suitcase.
Your hold baggage must not exceed the stated allowance on your ticket. A charge will be made if the stated allowance is exceeded. Baggage allowances range from 15kg up to 30kg. Individual items of luggage must not exceed 30kg for lifting purposes.
Nowadays, there are much tighter security measures at all airports. To make your travel experience as pleasant as possible, we suggest you allow extra time for checking-in. Full details of suggested check-in times will be highlighted on your itinerary. May we also remind you that certain items are not allowed to be carried in your hand luggage and must be checked-in and placed in the hold. Detailed information of such items will be highlighted on your itinerary.
The safety and welfare of passengers is of paramount importance. You will be denied boarding or have imposed additional conditions of carriage if any passenger:
• is intoxicated and or disruptive
• found to be smoking on board the aircraft
• makes an inappropriate remark; inappropriate remarks are considered as any comment or statement made by a person, which indicates they may be carrying a bomb (or other such explosive device), a firearm or weapon regardless of that person’s intent or reason for making the comment or statement. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense.
We realise that some passengers, may find that aircraft seat width is insufficient for their needs. For your own safety and comfort and that of other passengers, you must advise us or your Travel Agent at the time of booking if you know or are unsure as to whether the seat size on the aircraft will be sufficient for your needs. If you do require additional space, then subject to availability, you can purchase more than one seat located side by side or if you prefer a wider seat, in an upgraded class (where applicable). We regret however, that due to additional costs incurred by us, you will have to pay the full cost of all seats required by you, plus any upgrade supplement per seat.
Please note that whatever airline you fly with, all UK airlines have a strict no-smoking policy throughout the aircraft.
Most Airlines charge for the carriage of sports equipment (this includes and is not limited to golf clubs, scuba diving, surfboards, windsurf and bikes). This equipment is not included as part of your baggage allowance. Charges may be payable either at the time of booking, or at the airport prior to departure. If you are planning to take sports equipment, please ask your Travel Agent to contact the relevant airline at the time of booking, and they will be able to provide details of prices. You or your Travel Agent must also give details of your request to take the sporting equipment to us. If sports equipment is not pre-booked, excess baggage charges will apply. Sports equipment must usually be packed separately from other baggage, as these may need to be checked at check-in. We recommend that all your sporting equipment be insured separately, since more valuable or fragile items may not be covered by your insurance.
Carriage of Golf Clubs
Some airlines will agree to carry half a set of golf clubs within your baggage allowance. Charges will however be made by some airlines for carriage of golf clubs, payable either at the time of booking, or at the airport prior to departure. If you are planning to take golf clubs, please contact the relevant airline at the time of booking, and they will be able to provide details of prices. It is in your interest to have your golf clubs insured. We advise that all courses require official proof of handicap. We strongly advise golfers to pre-book car hire. Although public transport/taxis will probably be available from all of our recommended accommodation, arrangement may be costly and/or time consuming.
Deep Vein Thrombosis
Deep Vein Thrombosis (DVT) is a serious condition where blood clots develop in the deep veins of the legs. Prolonged immobility is generally thought to be the common underlying risk factor, and thus any travel involving prolonged immobility can result in developing a DVT. A wide range of advice is available on DVT - you are strongly recommended to obtain advice that will include information on those people most at risk of DVT and how to reduce risks when flying. Most passengers can reduce risks through keeping circulation active by practicing in-seat exercises, especially leg exercises, and walking around the aircraft whenever possible. Most airlines provide details of suitable exercises you can do and other measures you can take to reduce risks within their in-flight magazines or during in-flight videos. More comprehensive advice can be found on the UK Department of Health's website (www.dh.gov.uk ) but if you believe you are at a higher risk or have any concerns about the risks or doubts about flying, you must consult your GP before you travel.
We advise that the distance between the back support cushion of your flight seat and the back of the seat or other fixed structure in front of your seat will not be less than the minimum stated in the UK Civil Aviation Authority’s Airworthiness Notice No.64, issue 2 of the 29th October 2001 (26 inches).
Unless otherwise stated, our featured hotel prices include transfers to your chosen destination if required. Helicopter transfers and car hire are available on request.
Single Travellers & Children’s Prices
Please call 01244 897 000 for a tailor-made price.
At some accommodation certain amenities may carry a local charge. Unless we have stated that a service or facility is ‘free’ in our accommodation descriptions, you may be asked to pay a charge. Here are a few examples of what you might expect to pay for locally, but always check first as there may be others:
• property owners may charge guests to use sun loungers / parasols around swimming pools and on private beaches
• entertainment and activities away from your accommodation
• highchairs, cots, hotel run Children’s Clubs and meals for infants
• meals and beverages from restaurants and bars at your accommodation
• safety deposit facilities, room service, mini-bar, TV/ satellite TV, telephone calls, air-conditioning and sea views
• facilities and equipment such as pool towels, spas, whirlpools, indoor pools, sauna, table tennis, billiards and darts and other sporting equipment
•locally collected taxes - including, for example, airport departure taxes and local city/resort taxes payable at hotels on checkout (such as the Rome City Tax)
Any offers we make available are dependent on certain conditions being fulfilled. These are carefully detailed against the offer but please ask if you are unsure. Some offers must be booked at the time you make your reservation. Others are subject to availability on your arrival at the hotel but must be requested when you book the holiday. To gain the best from the offers featured please read the conditions carefully. Please note that some of the offers cannot be combined.
Free Night Offers
To benefit from a free night offer your stay must include consecutive nights and satisfy all the qualifying dates and details shown.
Complimentary Room Upgrades
Where applicable and unless otherwise stated, offers of room upgrades shown in our brochures or on this website will be determined by availability when you travel and your room will be allocated on arrival at the accommodation. If your room is upgraded, please note that this will not necessarily be to the next highest category featured in our brochures/ on our website, as we do not sell all room types at all hotels.
Hotel Run Kids Club
Standards and facilities at kids clubs’ featured in our brochures or on this website may vary. We are unable to accept responsibility for or give any guarantee for the standard of the facilities and qualifications of personnel at hotel run clubs. Kids Club(s) may not meet standards of similar facilities in the UK and guests are strongly advised to remember that local standards and requirements in respect of such clubs may differ overseas and so you must ensure that you are completely satisfied with the facilities and staff providing this service before you enrol your child or children into the club and into the clubs' care.
Groups & Conventions
Some of the larger hotels play host to groups and conventions and we shall do our utmost to let you know at enquiry stage if any of these groups coincide with your chosen holiday. However, sometimes we are not informed and unfortunately we have no control over the situation whatsoever.
Early Check In & Late Check Out
At some of our featured destinations, flight arrival times are early in the morning and you will arrive at your accommodation before the normal check-in time. In these circumstances, it is highly recommended that accommodation is reserved from the night before allowing an immediate check–in. Similarly, many flight departure times are late in the evening, after normal check out time. In this instance, we recommend accommodation is reserved until the day after departure allowing a late check-out. Our Travel Consultants will advise you at the time of booking if either of these situations apply to your individual holiday arrangements.
From time to time it will be necessary for certain facilities to be withdrawn for general maintenance purposes. We will do our upmost to advise you at the time of enquiry.
Some of the destinations in our brochures and on this website are still being developed and even in more established resorts there is often a possibility of building work taking place. If in our opinion this is likely to affect your booked accommodation, we will tell you at the time of booking or, if you have already booked, you will be contacted before departure if there is time. Please refer to the Booking Conditions, section ‘Circumstances Beyond our Control’ for more information.
Local events, religious festivities and public holidays are likely to influence the provision of services and facilities within the hotels and around holiday resorts at certain times.
In Muslim countries, dates of religious feasts and festivals are fixed by local sightings of the moon so we cannot work out when they will be beforehand. Ramadan, which is observed for one month each year, is a period of fasting when the pace of life is slower, public areas are busier, and there are certain restrictions, for example, consuming food in public, drinking alcohol and use of restaurants. Ramadan is expected to run for one month from the 9th July 2013. Also, the Muslim New Year is different to the Christian one and during this period many shops and restaurants may be closed. Check out the FCO travel advice on www.gov.uk/fco for more information on specific countries and the possible impact of holidays and events. You will also find information on the website of the relevant British Embassy.
Chinese New Year is a major celebration throughout Asia so flights and hotels may be extremely busy during this time. Most ethnic Chinese businesses including shops and restaurants (but not hotels) close totally. In 2013, the Chinese New Year is 10 February.
As with the vast majority of countries around the world, including the UK, drugs are illegal in Dubai. Dubai has a very clear policy regarding drug trafficking, smuggling and possession and some UK medicines including various over the counter medicines such as codeine will require an accompanying doctor’s note or prescription to authenticate its use. For a full list of restricted and controlled medicines in Dubai visit www.moh.gov.ae
In Mauritius you may carry common medicinal drugs for your own personal use but you must carry copies of valid medical prescriptions and the drugs must have been obtained legally from a pharmacy. Scheduled drugs, such as psychotropic preparations (e.g. tranquillisers, hypnotics), narcotics (e.g. morphine) and other strong pain killers require, by law, authorisation before import. Failure to obtain prior authorisation may result in arrest. If in any doubt, you should seek advice from the Mauritius High Commission in London. Requests for special authorisation and import permits are usually processed in 24-48 hours if all supportive documents are submitted with the application. The basic information required is the name and address of the applicant, photocopy of the personal details page of the applicant's passport, flight details, address in Mauritius, length of stay, description and quantities of drugs to be carried. Requests to carry medicines used for drug rehabilitation treatment (e.g. methadone) should be submitted well in advance as they may require security clearance. In all cases the quantities of drugs carried must be compatible with the duration of stay. Please also note that it is illegal to possess or import cigarette papers.
If you are concerned about the possible impact of holidays and events or would like to know more, please contact the appropriate tourist board.
Alcohol Restrictions / Local Elections
India - Local elections are organised normally once a year, on a date announced by the government which can be less than a month before they are to be held. During election days the public sale or consumption of alcoholic drinks is prohibited (hotel included) and in addition prior to this period there may be days that licensing hours are reduced in line with local legislation.
Mexico - During elections, which run for 3 days, the local Government decides usually the day before, whether alcohol can be served in hotels or not.
USA - To purchase or consume alcohol in the USA you must be aged 21 years or over. Generally, if you do look under 30 years old you will be asked for ID, so you should always carry photo identification with you that details your date of birth. If you are concerned about the possible impact of holidays and events or would like to know more, please contact the appropriate tourist board.
Laws, licensing requirements and age limits vary throughout the world. We recommend you check with your travel agent, or the relevant embassy or consulate.
Watersports & Sporting Activities
We refer to a number of watersports and other sporting activities within our brochures and on this website, most of these are neither owned nor operated by Elegant Resorts and we cannot guarantee that they are maintained or operated with the customer's safety in mind. We would ask that you take all reasonable precautions to protect yourself and your party whilst on holiday and would recommend that you only use companies who demonstrate good safety practices. You should ensure watersports and other similar sporting activities you wish to take part in are covered by your own holiday insurance. Some activities/watersports may be considered to be hazardous pursuits by some insurance companies.
Depending on your location, there may be blackouts. Please be patient whilst the hotel rectifies the situation.
Restrictive legislation against smoking is increasingly common in destinations worldwide. You may find that your hotel or areas within your hotel and holiday resort operate enforced smoking restrictions. In Sri Lanka smoking is not permitted in public areas. Fines may be imposed for breaching regulations. To find out more visit the FCO website www.gov.uk/fco
All prices and offers shown throughout this website or our brochures are for guidance only and subject to availability at the time of booking. Our holiday prices are based on specially negotiated airline, hotel and transfer rates, which can increase, decrease or be restricted. Should our special rates not be available, we shall advise you immediately and offer you the option to reserve your holiday at the higher published rates. We reserve the right to change prices. We advise that you contact us for the most up-to-date holiday price. A tailor-made quotation will be provided at the time of your enquiry.
What the Price Includes:
Unless otherwise stated, all flight inclusive package prices shown throughout this website or our brochures include the following:
• All international and internal flights (where applicable and excluding UK regional flights)
• Accommodation (grade as shown) based on two persons sharing
• Private transfers (shared for some destinations)
• Meals as shown (where applicable) *
• ATOL Protection (APC)
• Taxes & Charges
• Air Passenger Duty & Security
• Aviation Fuel Costs
*Restrictions may apply at hotel restaurants – e.g. when a price is based on half or full board basis and there is more than one restaurant at the hotel, some of the restaurants may levy an additional supplement or give a credit towards a meal in another restaurant. Unless otherwise stated all extras will be at a charge.
What the Price Excludes
• Where spa or beauty facilities are listed, treatments will be at an additional cost unless otherwise stated
• Optional Excursions
• Charges made by the accommodation – See local charges
• Excess baggage on coaches and aircraft - excess baggage charges will apply if you exceed your allowance and/or you take sports equipment. Please refer to the section titled Carriage of Sports Equipment in the ‘Flight’ information section for more details.
• Credit Card charges – Prices advertised on the website apply to payments made by debit card. A 2% charge will apply to payments made by credit card.
Safety & Hygiene
Your health and safety is of paramount concern to us, especially if children are involved. In addition to monitoring the hygiene and safety standards in all the hotel and apartments that we use, it is appropriate that we bring to your attention the need for you to be careful and to take necessary precautions whilst overseas and we need your help and cooperation with this. We would ask you to pay close attention to the following information, together with any other information we, our agents or suppliers, provide to you before you go, during your flight and when you arrive in your destination and at your hotel. It is most important that you familiarise yourself with this information and any other information you are given or on display, because not only do we want you to have a great holiday but we want you to have a safe holiday.
Swimming Pools and Water Features
Every pool is different and most hotels/apartments/villas do not employ lifeguards, so you are strongly recommended to familiarise yourself with the pool layout, identifying the deep and shallow ends before using. Do not use the pool after dark or when the pool is closed, even if the pool has underwater lights. You should never swim when you have been drinking alcohol.
Overseas Safety Standards
Regrettably the safety standards and regulations overseas may not be of the same level that we enjoy in the UK, for instance the design and height of balconies may differ. The setting and enforcement of local regulations is a matter for the authorities of the country and the foreign supplier of the services concerned. We are working to improve standards wherever possible. You should familiarise yourself with fire procedures, including emergency exits in your accommodation, the swimming pool(s) area. If in doubt, ask your representative or an appropriate member of staff.
Security, Health & Safety Overseas
Health and safety is a prime subject for everyone who travels the world today and we would ask that you observe good housekeeping habits and a common sense approach. Your personal welfare is our priority and we ask that you are fully aware of security, health & safety whilst overseas. Petty crime, robberies and muggings can occur anywhere in the world, although the chances of anything unpleasant happening will be considerably reduced if you take a few simple precautions. Whilst out and about, try not to carry a lot of cash with you and always leave your passport, unnecessary travellers cheques and any expensive jewellery in a secure place.
Children must be supervised by you at all times, especially near water, on balconies or in unfamiliar buildings and surroundings.
It is still a relatively common occurrence to suffer gastric illness when travelling abroad and being exposed to a different environment. There are many ways you can reduce the possibility of being affected, such as, not eating undercooked food, avoiding ice in drinks, ensuring you drink plenty of bottled water and avoid over exposure to the sun.
Out and About
Due to rough terrain and uneven surfaces, we recommend that you are extra careful and vigilant when visiting temples and other sites of interest and when crossing roads. Crimes against people and property are a fact of life throughout the world and you have the same responsibility for your own safety as you do at home. In some places the local police may not be very cooperative or interested when you report a theft or need insurance confirmation so always take care of your property. It is recommended not to approach cats and dogs and other animals as these may carry the rabies disease which can be passed on through bites and scratches. Please exercise caution before entering the sea, as the seabed is not even and changes in depth. The sea is capable of springing surprises and we have not inspected the beach or seabed for its safety. When sea bathing, do be aware of sea urchins – their spikes can be very painful – and, in the Caribbean, watch out for the apples of the Machineel trees, which are poisonous.
ABTA - The Travel Association
Elegant Resorts Ltd is a member of ABTA with the membership number V1712. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ Tel: 020 3117 0500 or look at the website www.abta.com
Your Financial Protection
When you buy an ATOL protected air package or flight from us you will receive a confirmation invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 2885 (Elegant Resorts Ltd). From 1 October 2012, when you buy a Package Holiday with us you will be supplied with an ATOL Certificate - please see www.caa.co.uk/ATOLcertificate for more details. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk . The price of your holiday includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. Where you book a package holiday from our website which does not include a flight, we provide security by way of a bond held by ABTA. If you book arrangements other than a package holiday or flight from us, the financial protection does not apply.
To ensure we consistently deliver excellent customer service, telephone calls to Elegant Resorts UK offices are recorded.
CRUISE HOLIDAY INFORMATION
A luggage allowance of a minimum of 15kgs will usually apply to your booking. Cruise luggage allowances are determined by the airlines and cruise operators. Where you book a combination of both flight and cruise the lowest luggage allowance will apply. Excess baggage charges will apply if you exceed your luggage allowance.
Service Charges and Tipping
Service Charges and Tipping vary between cruise operators. Service charges and tips are generally applied in recognition of the service you receive on board from all members of the crew, in a variety of locations. Many more crew behind the scenes support those who serve you directly and for this reason some cruise operators may require payment of service charges or tips in advance of travel. In some cases these service charges will be payable at the time of booking and shown on your confirmation invoice, in other cases they will automatically be added to your onboard ship account. Where charges are made at the time of booking and shown on our website and included on your confirmation invoices, these charges may range from around $10-13 per person per day (or UK equivalent in sterling depending on the cruise ship). It may be possible to request these charges are removed from your booking and added to your on-board ship account. Please enquire with us at the time of booking. Please note that some cruise operators may leave tips at your discretion on board, or may expect you to reward good service in addition to payment of the pre-payable service charge. Where gratuities are payable onboard for e.g. drinks, beauty treatments, it is suggested that the amount of 10-15% is appropriate. For further details please enquire at the time of booking.
Infant Minimum Age to TravelThe minimum age for infants to travel on a cruise is usually 6 months, however on selected cruises infants must be a minimum age of 12 months.
Swimming Pool Restrictions
On certain cruises, children under 2 are not permitted to use the swimming pools. Due to U.S Public Health Service (USPHS) regulations, young children in nappies/pull ups (including swim safe varieties) may not use the pools or whirlpools. Please check details at the time of booking.
Smoking will not be permitted in public areas of the cruise ship, although there will be designated areas on board the ship where you will be able to smoke.
There will be laundry and dry cleaning facilities available on the cruise and prices will vary by garment type. On selected cruise ships there may also be a self-service laundry available.
There are usually two seating times for meals in the main restaurant on an evening, these times will vary for different cruise operators, the times will usually be between 6pm-9pm, although there will be other options available on board the cruise. Some cruise ships may also offer 24-hour room service.
The onboard voltage on the majority of cruises is 110/220AC.
Payment for Onboard Purchases
On most cruise ships a credit account system will be operated. This usually requires the pre-registering of a credit card. All on board purchases will then be signed to your account which will then be required to be settled at the end of your cruise. If you do not have a credit card to pre-register, you will be required to deposit a minimum of £150 cash per passenger per day, or the equivalent, with the cashier on day 1 of the Cruise. This amount must be replenished during the cruise when expenses exceed the deposit. If all the deposit is not used then the balance will be returned with the bill. Most of the cruise ship operators will not accept personal cheques and certain bankcards please check before you travel.
Travellers with Reduced Mobility or a Disability
You acknowledge that medical care while on a cruise ship may be limited or delayed and that the ship may travel to destinations where medical care is unavailable. Certain international safety requirements, shipbuilding requirements and/or applicable regulations may cause difficulty for mobility-impaired persons or persons with severely impaired sight and/or hearing. If you require the use of a wheelchair you must provide your own as any wheelchairs available on cruise ships are for emergency use only. For convenience and comfort collapsible wheelchairs are strongly recommended. Standard cabins on cruise ships are not designed to be barrier free and wheelchair accessible. You must be physically fit to undertake the holiday. You must be self sufficient and/or must travel with a companion able to provide any assistance needed during the holiday.
You may not be able to participate in certain activities or programs either on board the ship or onshore at ports of call if to do so would create a risk of harm to yourself or any other person.
Embarkation at most cruise terminals will commence approximately 2-3 hours prior to sailing with all passengers required to be checked in no later than one and half hours before the particular cruise sailing time. Exact details of when/where to check in will be detailed on your cruise tickets/information.
VILLAS, YACHTS AND PRIVATE ISLANDS HOLIDAY INFORMATION
Our holidays cater for the most discerning of travellers and the villas, yachts and private islands we have selected, rank amongst the finest in the world. Each one offers the highest standards of accommodation, cuisine and service available. However they are all very individual and do cater for – and satisfy – different requirements. Whilst we appreciate the importance of value for money, we also understand there is a healthy demand for the best – whether this is the choice of accommodation or the flight. This is why we offer the flexibility and comfort of scheduled flights, the option of private car transfers and why we only work with hotels/villas offering the highest standards. These enhancements, even if they do cost a little extra, all contribute to the kind of individual first class holiday we know our guests expect. For those travelling with children, some villas and yachts do not accept youngsters. Other Villas and yachts, meanwhile, welcome children and have some especially attractive offers. Whilst we attempt to give as much advice as possible throughout this brochure, if you are still finding it difficult to make your choice, please do not hesitate to contact our Travel Consultants on +441244 897 444 for further guidance. We do know the strengths and weaknesses of the individual villas, yachts and private islands and it would be our pleasure to help you decide between them.
All prices and offers shown throughout this brochure (and on our website) are for guidance only and subject to availability at the time of booking. Our holiday prices are based on specially negotiated airline, villas, yachts and private islands and transfer rates, which can increase, decrease, or be restricted. Should our special rates not be available, we shall advise you immediately and offer you the option to reserve your holiday at the higher published rates. We reserve the right to change prices. We advise that you contact us for the most up-to-date holiday price. A tailor-made quotation will be provided at the time of your enquiry.
What the price includes:
Unless otherwise stated, all prices shown throughout this brochure (or on our website) are accommodation only. Please also note that prices should not be taken as an indication of the standard of the villa, yacht or private island, as prices vary according to a variety of factors including amenities, size and location.
Choosing your Villa/Yacht/Private Island
All our featured properties are chosen with the utmost care and we are confident that within their various categories, they offer the highest standards of accommodation and service available. However, standards differ from country to country and not all properties are necessarily highly sophisticated – some have been selected for the natural beauty of their location rather than their amenities and the properties will reflect this. All properties are individual and do cater for – and satisfy – different requirements. Choosing a property that is right for you is a very personal decision, but if you let us know your requirements, who you are travelling with (couples, family, ages), your likes, dislikes and interests we will be delighted to assist you. Many of the properties and/or locations they are situated have been visited by our Travel Consultants, and in this event, we will be happy to give you our personal recommendations. However, please bear in mind that even though we will always be honest and genuinely try to understand your exact wishes, our advice is only our opinion of what we think you would like.
In general, the properties we feature are well-equipped with most of the basic equipment and ‘home comforts’ you’d expect to need in a ‘home from home’, although these, along with the standard of equipment varies. So too does the style of property and type of interior decoration. Most of the properties we feature are privately-owned and as such it should be noted that these are usually a reflection of the owner’s personal tastes. In addition, guests are asked to respect any personal possessions left by the owner for their enjoyment during their stay. Please also note that while many of our properties are located in quiet grounds or in countryside areas, each location experiences different types of noise and at different times of the day – anything from agricultural sounds to traffic. As everyone has their own idea of what constitutes ‘noise’, we will assist in advising you, should you have any concerns. (In addition, we will inform you to the best of our ability, of any known scheduled works or events due to take place in the local vicinity.)
Minimum Letting Period
During high season, the usual minimum letting period for all of our featured properties is one week however this may be more depending on the destination. In most cases the usual changeover day is either a Saturday or Sunday but do please check with your Travel Consultant. During other seasons there may be more flexibility, so shorter stays and different start days may be available on request.
Reservations will only be held for those clients detailed in the original reservation. Elegant Resorts must be advised of any additional guests not included in the original reservation and these will be charged as extra. Please note that our contracts with our suppliers mean that we will not accept any more clients than the property’s maximum occupancy. Only the guests named at the time of booking may occupy the property. If we or the villa supplier are made aware of additional guests occupying the villa, clients will be asked to leave.
Infants (children under 2 years old on date of return) are not usually included in occupancy figures, however the number of infants permitted is usually limited – please ask your Travel Consultant for details. Children over 2 years old, (even if staying in a cot), will be counted as part of the villa occupancy.
Extra beds are available only if within the property’s maximum occupancy, or by prior arrangement with the supplier, and are chargeable. The exception may be when double beds make child occupancy difficult. They may consist of a convertible sofa-style bed.
Additional Villa Rental Conditions
Parking a caravan or pitching a tent is not allowed. Villas/yachts/private islands are rented for private use only. If you intend to use the property for commercial use (such as a photo shoot) you must inform your Travel Consultant at the time of your booking enquiry. We will request permission from the villa/yacht/private island supplier, but cannot guarantee it until they have replied to us in writing and informed us of any conditions. Insurance cover is not included for commercial use and you will be required to sign a disclaimer accepting responsibility for any damage caused. Guests intending to use the villa/yacht/private island for a private party or wedding must inform Elegant Resorts who will seek any necessary permission required. Insurance cover is not included for private parties or weddings and you will be required to sign a disclaimer accepting responsibility for any damage caused. Guests may entertain friends at the villa/yacht/private island during their stay. However this must be within reason, so as not to cause excessive workload to house staff. Breaking any of these conditions may result in clients being asked to vacate the villa/yacht/private island without refund.
Check-in and Check-out Times
As with most hotels, villas, yachts and private islands have a standard check-in time (usually from 3pm to 7pm) and check-out time (usually between 10am and 12 noon). However, depending on whether or not the property has been occupied by other guests prior to your stay, an early check-in may be available if required. Similarly, if the property is not expecting guests on the day of your departure, arrangements can be made for a late check-out to accommodate you if your flight isn’t until early evening. Usually extra charges will apply. Alternatively, if the property is located close to one of our featured hotels, we would be more than happy to try and arrange a day room on your behalf.
Local Representatives and Car Hire
Our local representatives can be contacted throughout your holiday to help, assist and provide you with information. Hiring a car will enhance any holiday and this can be easily arranged through our Travel Consultants. Please ensure you take your British driving licence with you. Car costs vary considerably depending on the country and it is important to note that during the high season you should reserve your car at the time of booking to avoid disappointment.
Villa Food and Drink Arrival Packs
When not included in the price, details of food packs can be given and we highly recommend that you request one to be placed in your villa. A standard arrival pack includes drinks and food items suitable for your first dinner and breakfast, although groceries can easily be provided for weekend and holiday arrivals. Payable locally, prices do vary and full details will be given to you at the time of booking.
Meals and Meal Times
If your property has appropriate resident staff, it is probably a good idea to discuss your dining preferences, including preferred meal times, with either the Housekeeper or the Cook, the morning after your arrival. If you have any particular dietary requirements, such as vegetarian meals, we would ask you to let us know in advance. Most menus tend to be planned around local produce and the staff are best placed to know which shops and markets are suitable for such purchases. In some cases, the Housekeeper or the Cook will do your shopping for you, however, please note that in many cases you will be responsible for their transportation to and from the supermarket. Food and drink can either be paid for at the end of every shopping expedition, on a weekly basis, or at the end of your stay. To prevent any unwelcome surprises though, it is always a good idea to keep track of the amount. The supermarkets do accept major credit cards, but please note that if you are paying the staff directly, only cash or travellers cheques are accepted.
‘Cook included’ means that the services of a non-resident/resident Cook is included in the property rental. Days and hours of availability will vary from property to property, so too will the standard of the Cook who can vary from a local Cook to a fully trained Chef. Alternatively, a Cook or Chef’s services may be arranged on request at an extra cost where available. Please note that in some cases the service may be provided by a local Cook who may also double up as the Maid. Please ask your Travel Consultant for more details. Once booked it is not possible to cancel the services of the Cook or Chef, (who may have turned down alternative employment). If your Cook or Chef becomes ill and unable to offer the service, Elegant Resorts cannot be held responsible.
The days and hours worked varies from property to property. Minimum duties include cleaning the kitchen, bathrooms and communal rooms, though not always making the beds. Most Maids can be hired for extra hours and for laundry services, payable locally. Generally, Maids do not work on Public Holidays.
The giving of staff gratuities at the end of your stay is customary, although this would obviously be commensurate with the level of service you have received. Gratuities are normally calculated as a percentage of staff salary. Further details and guidelines on gratuities will be given to you at the time of booking.
Our Travel Consultants will advise on the suitability of properties for children of different ages to try to meet the needs of your family to the best of their ability. We recommend that you make yourself familiar with potential dangers to curious children – pool areas, balconies, stairs, and hard surfaces in particular – and supervise the children in your travel party accordingly. We will always give you the fullest information we are able to obtain for you, but please let us know if you have any specific concerns or requirements when selecting your villa/yacht/private island.
Rental of Sundry Items for Infants
Where possible we can arrange rental of cots, high chairs, car seats, playpens, push-chairs and most other infant equipment. We are usually reliant on the suppliers for this and where available such items may not always conform to British Safety Standards, therefore we advise that you inspect items before use. You can expect items to be clean and checked for damage. Charges for cots include delivery and collection, but exclude bedding. We recommend bringing your own travel cot/s if possible.
It may be possible to arrange daytime or evening babysitting – please ask your Travel Consultant who will contact the supplier. However, this cannot always be confirmed prior to your holiday. Costs are paid directly to the babysitter. It is normal courtesy for clients to arrange and cover the costs of a taxi for the evening babysitters. Please note that babysitters are not usually trained nannies and you are advised that on meeting them, you take the opportunity to satisfy yourself that you are happy to leave your child in their care. Elegant Resorts cannot accept responsibility for unsatisfactory arrangements.
During Your Stay
Damage and Breakages
We appreciate that accidental damage and breakages can happen and request that these are reported. Credit card details are taken at the time of booking to cover any costs incurred and we will write to you to inform you if this is the case before we deduct monies from your card. Clients are expected to behave reasonably and Elegant Resorts reserves the right to terminate the holiday of any clients who indulge in serious misconduct, including reckless damage to any property or the breaking of any law. In such instances we can have no further liability and we may request compensation for any loss we may suffer, including legal costs.
If any of the equipment or machinery in your property or property’s grounds breaks or stops working during your stay, please report it to your house staff who will take steps to get it repaired or replaced as quickly as possible. However, please be understanding should unavoidable delays arise (for example if replacement parts need to be ordered).
It is rare that you will encounter a break-in or attempted break-in, however please be vigilant and take the usual precautions – close windows and lock doors – to secure your property at night or when you are out. Where possible, please use the safes provided to store valuables, documents and money – never leave them on show, (either in your property or in your hire car).
Air-conditioning and Heating
Where these facilities are available they may be payable, please ask your Travel Consultant at the time of booking. Logs for properties with fireplaces can sometimes be arranged, please ask your Travel Consultant for details.
Most of our properties have telephones and you will be pleased to know on some of the (Caribbean) islands local calls are free of charge. However, some properties have an automatic debar on international calls and you will be advised of this when making your reservation. In general, you will be asked to settle any telephone charges on departure, but if this is not possible, a bill will be forwarded on to the UK for settlement. We recommend that you bring a GSM telephone, however, we cannot guarantee that your chosen property will receive a signal.
Many of our villas have internet access, (which can be wi-fi, ADSL, dial-up, broadband) – please ask at the time of booking for up-to-date information. Please note that in rural areas this can sometimes be unreliable.
Channels received will vary and may or may not feature English-speaking programmes. Similarly, satellite and cable television channels will vary. We cannot guarantee the provision of specific channels.
Gardens and Grounds
These vary from property to property and gardeners are employed to maintain them. A gardener may be present at some point during your stay. New plantings and the frequency with which trees are chopped may mean that descriptions and images in our brochure or on our website differ from the actual gardens.
These vary from property to property in terms of size, shape, depth and type of water, but are usually freshwater and unheated. Few pools have covers or fencing around, so children must be supervised by an adult at all times. Pools will be cleaned and every effort will be taken to do this unobtrusively. Certain weather conditions such as high winds can mean that dust or debris can appear and the villa staff will address this. Where available, pool heating can be provided, which is usually at an extra cost – please ask your Travel Consultant for details and an estimated cost. Costs may be payable locally.
Private tennis courts, where available, vary and may not be considered suitable for expert players. Please check with your Travel Consultant about the provision of racquets and balls.
Health and Safety
Your welfare is of utmost importance to us and we make every effort to ensure that you stay safe and get the most from your Elegant Resorts holiday. Most of our properties have an information book available on arrival that you can refer to for information including contacts, fire exits and information about the local area.
Please use the same care and attention as you would at home and take extra care to supervise children around potentially hazardous areas including stairs, swimming pools, water features and balconies. Please also note that traffic may travel in the opposite direction to home and take extra care.
Low Walls and Balcony Safety
Most of our properties have one or more balconies or raised terraces. In addition, low walls may be a design feature to allow uninhibited views. Please ensure that all members of your travel party are aware of this on arrival and supervise children where necessary. Adults should also take care not to sit on balconies and it is advisable not to lean over them.
Glass Door Safety
Please take care when using glass doors, as it can be difficult to tell if they are open or closed when bright sunlight is shining on them. They are not necessarily fitted with toughened glass.
Electricity and Gas Safety
Please take care to follow any instructions given for appliances and ensure that they are all switched off at night or when you are out. Do not tamper with any related fittings and ensure that faults are reported to villa staff immediately.
On arrival, take time to familiarise yourself with the emergency exits, the locations of fire extinguishers and emergency contacts. During your stay, ensure that any cigarettes and candles are extinguished when not attended. In the event of a fire, proceed to the nearest fire exit without stopping for any belongings and close the door behind you.
Jacuzzi, Steam Room and Sauna Safety
Please be aware that these facilities should not be used if you have heart disease or circulatory problems, have an infectious skin disease or open wound, are using certain medication or are pregnant – please seek an expert medical opinion if unsure. We also advise that it is best to avoid using these facilities if you have consumed a heavy meal or alcohol in the past hour and a half, if you are feeling unwell or if you have just been exercising. Children under 12 years old should not use these facilities. In addition, to use them comfortably and safely please ensure they are set to a suitable temperature and not too hot. Remove contact lenses, glasses, make-up and jewellery. Use for periods of 8 to 10 minutes at a time and do not exceed 30 minutes in total. Be careful when you add water to the rocks in the steam room. When you have finished, relax until your body temperature has returned to normal and ensure you consume water or soft drinks to replace any lost fluids.
Swimming Pool Safety
Please do not run around the pool area or take breakables close to the pool area. Take care when entering the pool and be aware that pool depths may vary from one end/side to the other. Swimming in the dark is not permitted, nor is diving. For your comfort do not swim straight after eating or drinking – never swim directly after consuming alcohol. Please do not enter the pool with copious amounts of sun creams or oils on. For your safety, please do not remove or lift pool filter covers – if something appears to be broken, please report this to the staff and do not attempt to fix this yourself. Never leave children unattended in or around the pool and ensure they have suitable buoyancy aids and are aware of the depths. In addition, where the swimming pool at your property is an infinity pool, please do not stand on the edge or use inflatables such as rings or li-los.
Do not feed, pet or play with any wild or domesticated animals and do not allow children to play near them. Please use litter bins to discourage wasps and vermin.