Sun-hat Villas Booking Conditions
1. The agreement
Sun-hat Villas is a trading name of Sun-hat Ltd. acting as agents for the owners of villas,
apartments and hotels. The agreement between Sun-hat Ltd. (hereinafter called the Company or we or us or our) and the
person making the booking (hereinafter called the Customer or you) is valid only after a signed booking
form is received by the Company together with the appropriate deposit, or the Company has accepted and
authorised a credit card payment given by the Customer over the telephone or fax, and the booking has
been confirmed to the Customer by the Company in writing "Confirmation Invoice". By signing
the booking form, or by ticking the "I agree" box on the website booking form the Customer
accepts these conditions and confirms that he or she is authorised to do so on behalf of all other
persons named on the booking form thus forming a contract between us and the Customer. This contract
is subject to English law and both parties shall submit to the jurisdiction of the English Courts. These booking conditions must be read in conjunction with Essential Information
Prices are per villa or per apartment per week or per hotel-room per night. Villa, apartment and hotel-room prices
are calculated to accommodate a maximum of two people per bedroom. It is sometimes possible to
accommodate additional persons by paying a supplemental charge.
|What is included?||What is not included
|the use of the villa, apartment or hotel room as booked and confirmed for purposes of holiday accommodation
||any sport or leisure activities such as golf etc.
any transfer to or from the accommodation
|maid service and/or at least one change of bathroom towels twice weekly and one change of bedroom linen weekly
||air conditioning and pool heating, unless stated at time of booking
|the services of our representative or local agency / house manager
||food package on arrival, but can be requested
3. Price guarantee
Sun-hat Villas guarantees the price of your accommodation will not change after you have made your booking and we have issued a confirmation invoice.
Sun-hat's lowest price guarantee offers customers who have already booked a refund of 125% of the difference between what they paid to Sun-hat Villas for the rental (this excludes any extras booked such as aircon, pool heating, etc.) and the price being offered by another similar company. A similar company is a firm which is a member of an organisation such as ABTA or ABTOT etc. offering financial security. The offer does not apply to misquotes, pricing errors or changes to local taxes. The claim must be made within 48 hours of booking.
The website prices are subject to change and can go up or down over time due to variations in the exchange rate and special offers. Sun-hat guarantees your price will not increase, and in order to do this in todays volatile currency markets we may hedge our exposure against changes in the exchange rate, it therefore follows that we cannot amend your price should a price go down.
4. Special Requests
Special requests (for example early check-in or late check-out) are not guaranteed, however we will always do our best to comply with these provided
they are made well in advance of your departure.
Where extras such as cots, high chairs, or extra beds are available there will often be a supplementary charge and the customer
will be informed of that at the time of booking. Extras can only be guaranteed when booked at least 7 days prior to arrival at the property.
6. Payment conditions
A deposit of 25% of the price of your villa, hotel or apartment is payable at the time of booking. The
balance of your holiday as shown on the Confirmation Invoice must be paid in full at least 10 weeks
before departure, or where the booking takes place less than 10 weeks prior to departure the full amount
is due immediately. Payment can be made by cheque (extra time is needed for funds to clear), bank transfer, debit or credit cards which are acceptable to us and any
fees levied on the Company by the credit card company will be charged to the Customer. If the balance is
not paid 10 weeks prior to departure we reserve the right to retain the deposit, cancel your booking and
apply our cancellation charges as set out in Clause 7 below.
7. Changes or Cancellations made by the Customer
Changes or cancellations made to the booking must be notified to the Company in writing by the Customer.
We will do our best to assist where possible with any reasonable changes made by the Customer, but they
may not be possible. An administrative charge of £25.00 per person for each change shall apply in
addition to any costs levied by our supplier as a result of the change of details. Such charges will be
notified to the Customer. Where the Customer has requested a change to the date of the holiday less than 10
weeks prior to departure, the holiday booking shall be deemed cancelled and the cancellation charges
referred to below will apply. Any changes to the number of people in your party must be advised to us
as soon as possible and where applicable any payment required by you in respect of additional persons
shall be made in full if the change is requested less than 10 weeks prior to departure.
For cancellations made more than 70 days prior to departure only the deposit will be retained by the
Between 56 - 69 days prior to departure 50% of your holiday cost.
Between 48 - 55 days prior to your departure 75% of your holiday cost.
Between 15 - 47 days prior to departure 95% of your holiday cost.
Between 0 - 14 days prior to departure 100% of your holiday cost is forfeited.
8. Changes or Cancellations made by the Company
8.1 Minor Changes
Most alterations or changes to confirmed holiday arrangements are minor, for example the withdrawal of
facilities at your accommodation; changes made by the property owner but not advised to us; typographical errors
within the property description. We will always do our best to advise you of such changes.
8.2 Major Changes
Although unlikely, we do reserve the right to substitute different accommodation to that booked by the Customer
of a similar or equivalent standard. In the event of a major change the Customer has either the option of
accepting the alternative accommodation offered by the Company (for the avoidance of doubt where the
alternative accommodation has a lower price than the amount that the Customer has paid the Company will
refund the difference and where the alternative is of a higher price than the Customer has paid then
the Company reserves the right to charge the Customer the difference between that amount and the
increased price) or the Customer has the option of cancelling their rental and the Company shall use
its best endeavours to promptly refund all monies paid. We have taken all reasonable steps to ensure
that any companies or agents used either in the UK or abroad are reputable. We have however no direct
control over such organisations or their employees and therefore cannot take responsibility for them.
In the unlikely event that circumstances beyond our control necessitate the cancellation of your
rental we shall use our best endeavours to promptly refund all monies paid and the Company shall not
be liable for any additional compensation.
9. Your Accommodation
Your accommodation is reserved for the exclusive use of the persons named on the confirmation invoice
and no other person(s) may use the property. Please note that single sex parties or groups of young adults (18 - 21 years)
may not be accepted for sole occupancy in some properties.
9.2 Accidental Damage Waiver (ADW)
Most of our properties have a non-refundable charge of £7 per person, the Accidental Damage Waiver (ADW) which will be added
to your confirmation invoice and is payable with your balance payment. The ADW is used to cover accidental damage that can occur up to the
value of £1200 per property. This waiver excludes negligence and vandalism. For any accidental damage that exceeds the value of £1200 per property,
we reserve the right to invoice you for immediate payment.
9.3 House Deposit
Certain bookings especially in the most prestigious properties and where the property owner demands, may be subject to a deposit of
between £250 - £1000 or more, the "House
Deposit" in lieu of any charges in respect of the telephone, additional specialist cleaning or damage to high value furniture and equipment.
The deposit, subject to the events listed in this clause shall be refundable and repaid to you within 14 days of the date of your departure from the accommodation.
Your liability for the property extends beyond the "House Deposit" taken for your accommodation. Any damage caused to the property must be reported to the local house manager
immediately and any damage cost will be deducted from your house deposit.
9.4 Services in the accommodation
9.4.1 Telephone and Internet
If your property is equipped with a land line, your incoming telephone calls are free, however all outgoing telephone calls are charged according to usage and shall be set off against your House Deposit. If your property is equipped with internet services this will usually mean for web browsing or e-mails. In Portugal Spain and Italy downloading of large files or streaming TV services may result in additional charges being incurred which will be invoiced for immediate payment.
In some properties during low season periods, gas, electricity, and heating "the Utilities" are supplied via a meter and the cost of supplying the Utilities to your property during your stay shall be calculated according to the usage and deducted against your House Deposit. The company will advise you if your property price is inclusive or exclusive of these charges at the time of booking. Neither Sun-hat Villas nor the property owner will accept any responsibility for the temporary failure or interruption to the provision of either the utilities, telephone or internet caused by events which are outside of our control, or should your devices be incompatible with the internet system.
9.4.3 Satellite TV
Where satellite television is advertised this may mean BBC and/or ITV and in some properties Sky TV, however in some properties a very limited selection of satellite services are available. We cannot guarantee the precise channels offered as these services change from time to time, and Sun-hat may not be advised of such changes. If you ask us to clarify which services are supplied at a particular property we can usually find out. Neither Sun-hat Villas nor the Villa owner can be held responsible for the loss of provision of these services in the case of technical issues or should services be withdrawn by the provider for any reason.
9.4.4 Maintenance of outside areas
The customer's private pool and garden area where mentioned, as well as the properties themselves will be cleaned and maintained on a regular basis during the customer's stay by staff who have access to the property.
9.5 Security Issues
9.5.1 Your belongings
All baggage and articles retained at the property are kept at the owners' risk. You are advised
to secure the property when you are not in residence and at night.
9.5.2 Swimming pool
Many of our properties provide a private or communal swimming pool. Since accidents should be avoided at
all times, we advise you to always take great care when using the pool. We further advise that neither you nor any
member of your party should dive into the pool, or use the pool while under the influence of alcohol. Children
in the swimming pool area should be supervised at all times.
We are committed to offering you the best holiday accommodation available. However should the Customer
have cause for complaint whilst on holiday the Customer should contact the Company's local
representative or agent whose name and contact details are set out on the Confirmation Invoice and or
Accommodation Voucher. If the Customer is unable to reach the local representative or is not satisfied with the
resolution to any issue provided by the local representative or agent, the Customer is advised to call
the Company in the U.K. whose contact number is listed on the Confirmation Invoice, and we shall use
reasonable endeavours to rectify the problem save where circumstances are beyond our reasonable control.
If the complaint cannot be rectified whilst the Customer is on holiday the Customer should contact the
Company in writing within 28 days of returning to the UK.
9.7 Arrival at and Departure from your accommodation
Your accommodation will be available from 4.00pm on your day of arrival until 10:00am on the day of departure
(unless otherwise agreed in writing).
Where members of your party stay beyond the time of 10.00am on the day of departure without the
consent in writing of the Company we reserve the right to invoice the Customer in respect of any
additional days spent at the accommodation, any additional cleaning time deeded by local cleaning staff,
and any loss caused to the Company as a result of disturbance made to other holiday makers who would have
been using the accommodation had it not been for the late departure of your party.
9.8 Collection and return of keys
The collection and return of the accommodation keys is always the responsibility of the Customer.
The keys should be either collected from the local house manager of from the key safe attached to the accommodation,
unless stated otherwise at the time of booking. At the end of the holiday it is the Customer's responsibility to
return the keys to the same place where collected.
9.9 General Issues
We reserve the right to terminate your holiday in the event that your behaviour or that of a member
of your party is such that it is likely to cause distress, damage, danger or annoyance to our other
clients, employees, property or any third party. If you or a member of your party are prevented from
travelling because in the opinion of any person in authority you or a member of your party appear to
be unfit or likely to cause discomfort or disturbance to other parties, we will have no further
liability to complete your rental arrangements. We will not be liable for any refund, compensation, or any additional costs
incurred by you. We cannot accept any liability for the behaviour of others staying at our accommodation.
9.10 Building Works
In most resorts, in all countries, there is new building work taking place. We take steps to monitor this and advise you if
any building work affects your villa, apartment or hotel. Should we consider that a neighbouring building plot or plots would
seriously affect your property with either noise or dust pollution or both, then we will use our best endeavours to find an alternative
property for you under the terms of our booking conditions as stated in Section 8, or offer you a cancellation with refund.
Where road works or public works occur at short notice or without notice, and which are outside of our control, we cannot be held liable
for any inconvenience to you, but will act to seek recompense from the property owner to compensate you, and if this is agreed, pay this to
you on behalf of the property owner.
The photographs on our web site are normally up to date and give a general impression of the individual properties or resorts.
However, the Company does not take any responsibility for any views or objects such as furniture etc. which
appear in the pictures, but may have been removed or changed, nor for any changes to aspects of views since the pictures were taken, or
10. Force Majeure
We cannot accept liability in any circumstances where performance and/or prompt performance of our
obligations is prevented as a result of war, riots, civil strife, terrorist activities, natural
disasters, industrial disputes, fire, nuclear explosion or adverse weather conditions.
It is a requirement for the Customer and the members of his party to have adequate travel insurance and
we insist that Customers supply full details of the nature of their travel insurance to us on booking
their holiday or at least within 14 days of booking.
12. Passports and Visas
A valid British Passport (name of passport to correspond with the name on your flight ticket) is
necessary to visit Portugal and Spain. If you or a member of your party is not a British Citizen you
should contact your Embassy to find out if you or a member of your party should obtain a Visa prior to
your departure date. We are unable to accept responsibility for the failure of Customers to carry valid passports, visas, or driving licences.
Some countries, including Portugal, require persons under 18 years old who are travelling with friends and not family
to hold a letter of permission from their parent or guardian.
Booking conditions effective 20/12/2012
For Reservations Call: 01522 889450