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Fair Trading Agreement and Booking Conditions

When you book a Spa Travel Holiday, we’ll do all we can to ensure that everything goes smoothly. Our wish is to give you a fair deal and it is not our policy to hide unpleasant surprises in “small print”. This information forms the basis of the agreement between you and Spa Travel and set out below, are details of your and our obligations under that agreement. Please read carefully. When you confirm a booking and we accept it, a contract is made.

Your Financial Protection

The air holiday packages shown are ATOL protected by the Civil Aviation Authority. Our ATOL number is 9033. ATOL protection does not apply to the accommodation only sales shown on this website. We act as the appointed retail agent of accommodation only providers and these sales are not subject to the Package Travel, Package Holidays and Package Tour Regulations 1992.

Your Flights:

Your final flight times will be shown on your tickets and you should check these carefully. In the event of electronic ticketing, your details will also be shown on your itinerary. Should you reserve your holiday on a last minute basis (less than 14 days) it could be possible, that your itinerary will not arrive in time prior to your departure. In this case, you must confirm your flight details with your departure airport. Flight delays can occur on the day of departure or on your return, for reasons beyond our control (adverse weather, mechanical breakdown, force majeure etc.) In this event, see delay protection.

Holiday Accommodation:

Your booking confirmation will show the details of your accommodation, board arrangements and any supplements. On your final day in resort it will be necessary to vacate your room at midday, even where your return journey is not until later in the day. When accommodation is reserved for more than 2 adults, beds may be convertible/ sofa beds. Your holiday accommodation conforms to local and international standards. The property operation, transport and other services are subject to local laws, regulations, and codes of practice of Malta. The standards imposed will be in conformity with the rules and regulations of the Malta Tourism Authority.

Holiday Information:

Every effort has been made to provide clear and accurate information about your holiday. Please bear in mind however, that from time to time certain facilities may be withdrawn due to lack of demand, weather conditions, essential maintenance work or other circumstances beyond our control. Facilities may be restricted in the hotel. Such eventualities are beyond our control and although disappointment may be caused, we cannot be hold responsible for such circumstances. The hotel reserves the right to carry out maintenance on any existing facility, as and when required. If a particular facility is expected to be out of use for a considerable period, we will endeavour to advise you accordingly. Construction work can create inconvenience at certain times. We have no control over building development arising from resort growth. If we learn of specific work which is likely to affect your enjoyment, we will do out best to notify you in time prior to your departure. We cannot accept liability for any inconvenience, discomfort or annoyance caused.

Your Commitments to Us:

You pay a deposit of 50% per person on confirmation of reservation. The deposit is only processed upon confirmation of your flight seats and therefore, this amount is non-refundable. The remaining balance is to be paid on arrival in resort or before arrival.

If you change your booking:

If, after we confirm your booking, you wish to change to another date, or alter your booking in any way (e.g. by changing airport) we will do our utmost to make the changes, provided written notification is received at our offices signed by the party leader at least six weeks before departure date. This must be accompanied by a payment of £15.00 per person to cover administration costs. Any alteration by you within six weeks of departure will be treated as cancellation of the original booking and be subject to the cancellation charges set out below. Any new arrangements made will be treated as an entirely new booking.

Cancellation or Alteration:

If you decide to cancel your holiday it must be done in writing by the party leader. Your deposit will automatically be forfeited. Your deposit is non transferable. The time of cancellation shall be taken when written notice is received at our offices. If your cancellation occurs within 28 days of departure the following charges will be incurred:-

5 – 28 days 70% cancellation fee (Full Deposit + 20% Charge)
0 – 14 days 100% cancellation fee (Full Deposit + 50% Charge)
If you are covered by holiday insurance you may be able to recover these charges. See details of your Holiday Insurance.

Holiday Insurance:

You must take out insurance for your whole party and provide us with details of your insurer. It is the customer’s responsibility to ascertain whether the insurance offers suitable cover. All insurance documents must be read carefully.

If you have a complaint:

We do our best to give you a memorable and enjoyable holiday, but even the best laid plans can go wrong. If you have a problem or complaint about any part of your holiday, you must tell our local representative whilst in Malta, as soon as possible so that it can be sorted out on the spot.

If your complaint cannot be resolved there and then, you must complete a Holiday Report Form in the resort. You will be given a copy of this to keep. You must then write to us within 28 days of your return, as it is difficult to investigate a complaint too long after the event. We are not obliged to deal with complaints received after the 28 day period, or which you did not report to the Spa Travel Ltd. representative.

Our Commitment to You:

When we confirm your booking and process the required deposit, we will allocate your accommodation and send confirmation details via e-mail or via postal mail. This acts as our acceptance of the booking in accordance with the contract outlined in the Fair Trading Agreement. Your flight tickets will be sent to you approximately 10 days prior to departure by postal mail, unless ticketed electronically. In this case, a confirmation code issued by the airline will be provided on your confirmation details.

If we change your holiday:

Arrangements for our holidays are made many months in advance. Occasionally we have to make changes both before and after bookings have been confirmed. Whilst we always endeavor to avoid changes, we must reserve the right to make them. If your accommodation has to be changed, we will do our best to provide accommodation of a similar or higher classification to that originally booked.

If we cancel your booking:

n the unlikely event of cancellation for operational or other reasons we will inform you as soon as possible. We will refund all monies you paid, unless cancellation is due to a force majeure. In no case, except for circumstances outside our control will your holiday be cancelled less than 2 weeks before departure.

Our responsibility:

You will appreciate that many people and companies are involved in the planning and provision of your holiday. We do not exclude or limit our liability to you for any loss or damage sustained by you as a result of any negligence caused by our employees or agents. However we do not accept any liability for the actions or omissions of those involved in your holiday arrangements over whom we have no direct control over and/or who are not employed by us, as our employees or agents. We will give such reasonable assistance as we can; resolving any dispute you may have, with those who are not directly employed by the Spa Travel Ltd.

General:

Upon making a booking, the customer is deemed to have accepted the terms of the agreement and booking conditions.

It is agreed by all parties that if any action arising out of, or in connection with this contract, Maltese Law will govern, and exclusive jurisdiction is conferred in Maltese Courts. If upon arrival at the Hotel, the location or the Hotel is not to your satisfaction, then we may, at our own discretion, refund you the monies paid for your accommodation content. If we decide to exercise this discretion, when you have found alternative accommodation, we will still provide transportation for your return journey to the airport. In these circumstances we will require you to sign a disclaimer.

Special requests must be brought to our attention at the time of booking. Such requests will be noted and the relevant supplier advised of your requirements. This does not guarantee that your requests will be met. Spa Travel Ltd. has no liability to you for any subsequent failure to comply with such requests.

In common with the majority of airlines, schedule or charter airlines operate a non smoking policy.

Holiday Participation:

We can refuse to accept you as a customer or continue dealing with you if your behavior is disruptive and affects other holidaymakers. If we do this, we will not be responsible for any extra costs which you have to pay. If the captain of your flight deems you disruptive he can refuse to let you on the flight. Your booking will be cancelled from that moment at full cancellation costs.

We will accept no liability for disruption caused by threat of war civil strife, terrorist activity, industrial disputes, natural disaster, fire, sickness, acts from any governmental or public authority or other circumstances amounting to a force majeure and/or Act of God.

Delay protection:

In the unlikely event of your flight being delayed by matters beyond the control of ourselves or the airline, it is not our policy to provide refreshments or accommodation. However, should the delay be due to a technical fault, the airline concerned will provide appropriate assistance.

Passports:

It is the responsibility of all passengers to ensure that they comply with all local immigration requirements in Malta. We cannot accept any liability for clients who have insufficient/incorrect documentation.