Sun-hat Villas Booking Conditions
1. Your contract
Sun-hat Villas and Resorts is a trading name of Sun-hat Ltd ("we", "us", "our"). We act as agents for the owners of villas, apartments and hotels ("the owners"). "You" and "Your" refers to all members of your party. By ticking the "I agree" box on the website booking form, or signing the offline booking form, you confirm that you are authorised to do so on behalf of all persons named on the booking form and you accept that in doing so you form a contract between you and the owners named on the Confirmation Invoice. Your contract is with the owners named on your Confirmation Invoice and these booking conditions are incorporated within that contract. Your booking is valid only after a booking form is received by us together with the appropriate deposit, or we have accepted and authorised a credit or debit card payment given by you over the telephone, fax or email, and the booking has been confirmed to you by us in writing on a Confirmation Invoice.
Your contract is governed by English law.
Prices are per villa or per apartment/suite or per hotel-room per week and are calculated to accommodate a maximum of two persons per bedroom. It may, on request, be possible to accommodate additional persons for which a supplemental charge will be payable.
|What is included?||What is not included?|
|the use of the villa, apartment/suite 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||pool heating, cots, highchairs, extra beds (if permitted) air-conditioning etc. unless stated at time of booking or on the website details.|
|charges for water, gas, electricity for the property excluding pool / Jacuzzi and AC in some properties.|
|the services of our representative or local agency / house manager|
3. Payment conditions
A booking deposit of 25% of the price is payable at the time of booking. The balance as shown on the Confirmation Invoice must be paid in full at least 10 weeks before your first day of rental but where the booking is made less than 10 weeks prior to your first day of rental, the full amount is due immediately. Payment can be made by bank transfer, debit card, credit card or cheque. If the balance is not paid 10 weeks prior to departure, the owners reserve the right to retain the deposit, cancel your booking and apply the cancellation charges as set out in Clause 9 below.
4. Price guarantee
The owners guarantee the price of your accommodation will not change after you have made your booking, and we have issued a confirmation invoice on their behalf.
The price guarantee offers customers who have already booked through us, a refund of 125% of the difference between what they paid for the rental (this excludes any extras booked such as air-conditioning, 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 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.
We regularly check our rates to ensure they are the lowest available, however should you (before making your booking with us) find the identical property being offered for less by another similar company we will price match and offer you a further discount.
Website prices are subject to change, and can increase or decrease over time due to variations in the exchange rate and special offers. Once a booking has been made, however, the price is fixed and cannot be changed up or down.
5. Special Requests
Special requests (for example early check-in, late check-out, a ground floor suite) can never be guaranteed but we will pass on any special requests to the owners who will always try to accommodate special requests where possible. Special requests should be made at the time of booking.
6. Extras / Supplementary Items
Where extras such as cots, highchairs, extra beds, pool heating etc. are available there will often be a supplementary charge. The available items and prices for each property are displayed on our website and on the online booking form. All extras must be added at time of booking.
We do not guarantee the availability of extras which are not booked at the time of booking, and therefore we strongly recommend these are booked as early as possible.
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 confirmed in writing on your confirmation invoice and voucher. For the avoidance of doubt a request does not constitute confirmation).
Where members of your party stay beyond the time of 10.00am on the day of departure without our prior written consent on behalf of the owners, we may be required to invoice you in respect of any additional days spent at the accommodation, any additional cleaning time needed by local cleaning staff, and any loss caused to the owners or us as a result of disturbance caused to other holiday makers who would have been using the accommodation had it not been for the late departure of your party and we reserve the right to issue such invoices as required.
8. Collection and return of keys
The collection and return of the accommodation keys is always your responsibility. Key collection is different from property to property and your specific details will be advised in writing with your booking documentation. It may be either a) from a key safe at the accommodation, b) from the house manager’s office, c) from a reception desk, or, d) you may be met at the property.
At the end of the holiday it is your responsibility to return the keys to the same place as collected.
9. Changes or Cancellations made by you
If you want to change or cancel your booking, you must write to us. We will do our best to assist where possible with any reasonable changes you wish to make, but they may not be possible. An administrative fee of £40.00 for each change shall apply in addition to any costs levied by the owners as a result of the change of details. Such charges will be notified to you once you have told us what you wish to change. Where you have 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 (there is no administration fee for such changes) and where applicable any payment required by you in respect of additional persons must be made in full immediately after the change has been accepted 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.
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.
10. Changes or Cancellations made by the owners
10.1 Minor Changes
Most alterations or changes to the property details 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 as soon as we are aware of them.
10.2 Major Changes
Although unlikely, the owners reserve the right to substitute different accommodation of a similar or equivalent standard to that booked by you if, for some reason the property that you have booked becomes unavailable. In the event of a major change you have either the option of accepting the alternative accommodation offered (for the avoidance of doubt where the alternative accommodation has a lower price than the amount that you have paid, you will be refunded the difference and where the alternative is of a higher price then you may have to pay the difference between that amount and the increased price) or you may choose to cancel your rental and we shall use our reasonable endeavours to obtain a prompt refund of all monies paid. We have taken reasonable steps to ensure that any owners, companies or suppliers used either in the UK or abroad are reputable. We have however no direct control over such organisations / people 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 reasonable endeavours to obtain a prompt refund all monies paid but we shall not be liable for any additional compensation.
11. Your Accommodation
11.1 Occupancy and Young Adults
Your accommodation is reserved for the exclusive use of the persons named on the booking form / party members list, and no other person(s) may use the property. Please note that groups of young adults (18 - 25 years) may not be accepted for sole occupancy in some properties, and therefore we ask for details of ages on the booking form. If you are a group of young adults aged under 25 you must check with us that the owner will accept your party and there may be an additional deposit required.
11.2 Accidental Damage Waiver (ADW) and Refundable Key Deposit
Most of the Villa and Apartments / Suites are covered for accidental damage by a non-refundable charge of £8 per person, the Accidental Damage Waiver (ADW) which is added to your confirmation invoice and is payable with your balance payment. The ADW covers you for accidental damage to the property during your occupation up to the value of £1200. This waiver expressly excludes damage caused through negligence and / or vandalism. For any damage to the property which exceeds the value of £1200, or caused by negligence and / or vandalism we may be asked to invoice you for immediate payment and reserve the right to do so.
The ADW does not cover lost or missing house keys. A £100 refundable key deposit will apply to all bookings with an ADW applied. The £100 is automatically returned to your payment card or by cheque within 14 days of the date of your departure from the accommodation.
Hotels, Suites and Villa complexes with a reception check-in where a credit card guarantees your extras charges are outside the ADW and refundable key deposit system./p>
11.3 House Deposit (refundable)
Certain bookings especially in the most prestigious properties and where the property owner demands, may be subject to a deposit of between £350 - £1500 or more, the "House deposit", in lieu of any charges in respect of the additional specialist cleaning or damage to high value furniture and equipment, and any damage howsoever caused to the property. 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.
For properties where a house deposit applies an ADW will not be applicable.
11.4 Services in the accommodation
11.4.1 Maid Cleaning Service
A maid cleaning service is included in all properties. The service will always include: clean bed-linen on arrival and a full change at least once weekly (clean on arrival and a change after 7 days (approx.); clean bathroom towels, and a full change twice weekly (clean on arrival and once mid-week). The frequency of cleaning varies according to the property. Additional cleaning is normally available on request and charged at an hourly rate.
Pool and beach towels are included in some properties and excluded in others. You should check the website description. Cleaning of pool towels is usually not provided in the cleaning service in self-catering villas.
11.4.2 Telephone and Internet
Many of our private Villas are supplied with internet services at no additional cost, in some resorts (e.g. Starwood, Hilton) there is a charge for internet services. In Portugal, Spain and Italy downloading files or streaming TV services may be limited or subject to buffering as a result of limited speeds. Should there be a telephone at your property, incoming telephone calls are free, however all outgoing telephone calls are charged according to usage and shall be set off against any House / Key Deposit held or will be invoiced to you. Neither the property owner nor Sun-hat Ltd may be held liable for any loss whatsoever due to any disruption in the provision of internet or telephone services which are supplied by a third party.
11.4.3 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 is available. We cannot guarantee the precise channels offered as these services change from time to time, and we 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 we nor the owners may be held liable 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.
11.4.4 Maintenance of Swimming pool and outside areas
Private swimming pools and garden areas where mentioned, as well as the properties themselves will be cleaned and maintained on a regular basis during your stay by staff who have access to the property. These staff are employed by the owners of the property and may arrive to commence their work without prior notice.
11.4.5 Swimming Pool Heating
Many of the properties featured have heated swimming pools. This feature is usually an optional extra and carries an additional charge. The cost varies from property to property and sometimes season to season, and is subject to a minimum charge of 7 days. Please check the individual property details. The water temperature cannot be guaranteed as this will depend on ambient temperatures, the type of the heat pump, and whether a pool cover is used. Pool heating is switched on a few days in advance of arrival to pre heat the pool and may be switched off a few days prior to departure.
Where air-conditioning is available it is either included in the property cost, or a chargeable extra. You should always check the property details on our website and if required, request this on the booking form. Air-conditioning units do sometimes fail to function and there is no guarantee that air-conditioning will be continually available and neither we nor the owners will be liable in the case of mechanical failure. When temperatures are very high in mid-summer air-conditioning systems may not deliver the ambient temperature you expect and we cannot guarantee the indoor temperatures. Air conditioning, whether included in the property cost, or as a chargeable extra is provided on the basis of 'normal use'. Excessive usage may incur a surcharge.
11.4.7 Utilities & Equipment
In a few properties during low season periods (October – April), gas, electricity, and heating "the Utilities" are supplied via a meter and the cost of supplying utilities to your property during your stay shall be calculated according to the usage and deducted against your House or Key Deposit. The property description will state if your property price is inclusive or exclusive of these charges. Neither we nor the property owner will accept any responsibility for the temporary failure or interruption to the provision of any of the utilities, kitchen appliances and laundry appliances.
11.5 Your belongings
All baggage and articles retained at the property are kept at your own risk. You are advised to secure the property when you are not in residence and at night. Many properties are fitted with a house security alarm, the keypad combination for this will either in the directions pack or provided to you shortly after your arrival at the property. Should you need assistance with the operation of the alarm please contact us locally or the local house manager for your property. If your Villa is fitted with a safe this should be used at all times for your money and valuables.
We are committed to working only with those owners who offer the best holiday accommodation available which are cleaned and maintained to the highest standards. However, should you have cause for complaint whilst on holiday, you should contact the local representative or agent whose name and contact details are set out on the Confirmation Invoice and Accommodation Voucher. If you are unable to reach the local representative or remain dissatisfied with any solutions provided by the local representative or agent, you are advised to call us in the U.K. (our contact number is listed on the Confirmation Invoice and Accommodation Voucher), and we shall liaise with the owners to try to rectify the problem, save where circumstances are beyond our reasonable control or the reasonable control of the owners. If the complaint cannot be rectified whilst you are on holiday, then you should write to us within 28 days of returning to the UK and we will pass your complaint on to the owners. Please note, however, that as the contract is with them and not us, we will not be liable for any breach or any negligence of the owners, their servants, agents or employees.
11.7 General Issues
The owners 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 other guests staying at the same property or close by, employees 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, the owners 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.
11.8 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 is likely to affect 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 reasonable endeavours to offer you an alternative property under the terms of our booking conditions as stated in Section 8, or offer you a refund.
Where building works, or road works or public works occur at short notice or without notice, and which are outside of the control of the owners, we may not be held liable for any inconvenience to you, but we will ask the owners to compensate you, and if this is agreed, we will pass this on 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, we do not take any responsibility for any views or objects such as furniture, paintings, 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 descriptions compiled.
11.10 Smoking and Pets
All the Sun-hat Villas & Resorts properties featured on this website have a strict No Smoking and No Pets policy. Should you be found to be in breach of this condition the owners reserve the right to terminate your rental immediately and retain all monies paid.
12. Force Majeure
Neither we nor the owners accept liability in any circumstances where performance and/or prompt performance of the owners’ obligations is prevented as a result of war, riots, civil strife, terrorist activities, natural disasters, industrial disputes, fire, nuclear explosion or adverse weather conditions.
For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, click here.
It is a requirement for you and all members of your party to have adequate travel insurance and you must supply full details of your travel insurance to us on booking your holiday or at least within 14 days of booking.
14. Passports and Visas
A valid British Passport is necessary to visit Portugal, Italy, Spain and Barbados. 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 your failure 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.
In some countries the local tourism authorities require Villa Owners to report the names, addresses and passport details of guests staying at their accommodation and we often assist in this process by obtaining this information in advance.
Booking conditions effective 16/11/2016
For Reservations Call: 01522 889450