Pre Departure
Payment Information
On Return
Q. Prices – how do you find them?
A. Prices are found on the hotel pages of this website, under the ‘Guide Prices’ tab. All prices shown on the website are for guidance only. A tailor-made quotation will be provided at the time of your enquiry and, where seasons are highlighted, your Travel Consultant will be able to clarify dates. Our hotel prices are based on specially negotiated airline (restrictions may apply) and hotel rates, which are subject to availability at the time of booking. 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.
Q. Is my personal information protected?
A. We take full responsibility for ensuring that proper security measures are in place to protect your information. When you make a booking, you consent to all the information you provide being passed on to our suppliers, wherever they may be based. Please call 01244 897000 for full details of our Data Protection Policy.
Q. What is included in the price?
A. Unless otherwise stated, all prices shown throughout the website 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 – you will be advised at the time of booking)
- Meals as shown (where applicable)
Q. What are ‘minimum stay restrictions’?
A. Minimum stay restrictions may apply during peak season – you will be advised at the time of booking. Supplements will also be levied for all peak season bookings. These include Christmas, New Year, Easter and other school holiday periods.
Q. How do I reserve a specific seat on my flight?
A. A limited number of seats are available for advance seating. We will do everything possible to meet your seat requests however, no guarantee can be given. Most airlines reserve bulkhead seats for clients requiring a sky cot for infants, while exit seats can only be allocated at check-in and then only to passengers over the age of 16 who are physically fit. To request your seats, please mention your requirements to your Travel Consultant at the time of booking.
Q. How can I book a seat with extra legroom?
A. Seats with extra legroom (i.e. exit or bulkhead seats) can only be allocated on the day of departure by check-in staff to passengers over the age of 16 who are physically fit. We therefore recommend that you check-in 3 hours prior to departure.
Q. How do I make a meal request?
A. We are more than happy to pass on special dietary requirements to airlines and hotels on your behalf. Please note that we require at least 48 hours notice before your departure date to arrange a special meal with an airline. To request a special meal, please mention your requirements to your Travel Consultant at the time of booking, or our Concierge Department once the booking has been invoiced.
Q. How can I book a room for early arrival or late departure?
A. 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 guaranteeing an immediate check-in. Similarly, some 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 is applicable to your individual holiday arrangements.
Q. What is the difference between a Direct and a Non Stop flight?
A. The flight routings used in connection with our holidays may be based on special fares, which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en route for re-fuelling or to let passengers on and/or off. Details of any stops will be shown on your itinerary. Should you require this information at an earlier stage, please check with your Travel Agent and/or our Travel Consultants at the time of booking, or our Concierge Department once the booking has been invoiced.
Q. I am travelling on my honeymoon, what name should I travel in?
A. We recommend that you travel in the name that is shown on your passport which, in most cases, will be your maiden name. If you wish to travel in your married name but your passport is still in your maiden name, some airlines will allow this at a nominal charge.
Q. My name has been spelt incorrectly on my invoice, what do I do? I have given Elegant Resorts the incorrect spelling of a passenger name, what do I do?
A. If a title, first name or surname of any passenger travelling has been spelt incorrectly on your booking confirmation, please contact your Travel Consultant immediately.
Q. Can I make changes to my booking – e.g. passenger name change?
A. If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way e.g. passenger name change, we will do our best to make these changes, but it will not always be possible. Any request for changes must be in writing by the person who made the booking or your travel agent. You will have to pay an administration charge of £25, plus any further costs we incur making the alteration.
N.B. Certain travel arrangements cannot be changed after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Q. Can I add extras to my booking?
A. To make your stay extra special (or for celebrations e.g. birthday, anniversary), Elegant Resorts can arrange extras for your arrival or during your stay such as wine, Champagne, flowers or chocolates. Please contact your Travel Consultant for further information and prices.
Q. What is the luggage allowance on my flight?
A. Airlines measure your luggage allowance by one of two ways: either by weight or by the piece system. The details of both systems listed below are to be used as a guideline only as allowances may vary from airline to airline.
Weight: The weight allowance depends on your class of travel: Economy or Premium Economy/World Traveller Plus – 20 kg per person; Business/Club Class – 30 kg per person; First Class – 40 kg per person.
Piece System: The piece system is based on the number of items of luggage that you are allowed to check-in.
Q. Can I ask family and friends to contribute towards the cost of my holiday e.g. as a wedding present?
A. Gift Vouchers can be purchased for any reason and for any amount – e.g. birthdays, honeymoons, anniversaries, retirements, wedding presents – the choice is yours. To request your vouchers simply call 01244 897050.
Q. How can I be sure the resort is safe?
A. Health & 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 and Health & Safety whilst overseas. Petty crimes, 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.
Q. Do I need a visa? Do I need to check my passport before I travel?
A. All clients are responsible for ensuring that they have a valid passport and must obtain a visa where applicable. A full ten year British passport, with a minimum of six months validity, is required to visit all destinations featured on this website. Visa requirements for UK passport holders and other nationals are under continual change. You should therefore check entry requirements with the appropriate embassy.
IMPORTANT INFORMATION FOR ALL PASSENGERS TRAVELLING TO THE USA
Please read all sections carefully to ensure you comply with US entry requirements:
USA - Advanced Passenger Information System (APIS)
Tour Operators and Airlines are required to provide details of the full address of your destination accommodation and country of residence and from 2009 the name on your passport, your date of birth and passport number to the U.S authorities. This is in addition to the application you must make as part of the Visa Waiver Programme (VWP) for authorisation to travel under ESTA (the Electronic System for Travel Authorisation) – see below ‘USA – Travel Authorisation (ESTA) and Visa Waiver Programme’. It is important the information collected by tour operators and airlines as part of APIS is the same as the information you have submitted under ESTA as any differences may delay or prevent your entry to the USA.
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 – 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. Effective from 12 January 2009 ESTA is compulsory. You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation. To apply visit https://esta.cbp.dhs.gov 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). Your Airline or Tour Operator will be providing accommodation details for all passengers to the U.S immigration authorities after you have departed to the U.S. If there are any differences between the Tour Operator/Airline 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. For additional information on travel to the US visit www.usembassy.org.uk
Q. My children are still on my 10 year passport – is it still ok for them to travel?
A. Only if they are less than 16 years old and your passport is still valid. You can no longer add children of any age to a passport. N.B. All children aged 16 and over must have their own passport. Please apply well in advance of travel.
Q. What age restrictions apply to children and infants travelling?
A. Children are 2–11 years old; infants are under 2.
Q. When is the hurricane season?
A. 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 especially susceptible. However, because of the nature of these weather phenomena, it is extremely difficult to provide accurate information. Wherever possible, we will warn you of any threatened hurricane activity before you travel – and, providing accommodation is available, try and change your holiday arrangements. If, however, you are already in resort, we will try and offer you the opportunity to return to the UK, or move you to an alternative destination.
Q. What is Ramadan?
A. The holy month of Ramadan is celebrated throughout Muslim countries including Dubai, Abu Dhabi, Oman, Bahrain, Morocco and the Maldives from 1st - 30th September 2008, when Muslims must abstain from food, beverages and cigarettes during daylight hours. Non-Muslims are asked to respect those fasting by also not eating, drinking or smoking in public places from dawn to dusk. However, most hotels provide screened areas for guests to dine in private and, from 6pm onwards, hotel bars and restaurants operate as usual, the exception being Oman where you may only purchase alcoholic beverages via room-service. A conservative dress code should also be strictly observed. It must be remembered though, that this is a time for celebration and hotels do arrange sumptuous feasts at night in Ramadan tents. In fact, this can be a fascinating time to visit and those guests with a passion for culture will enjoy the unique ambience.
Q. Do I need vaccinations?
A. All clients are responsible for ensuring that they conform to health regulations of the countries they are visiting – and where necessary have the required vaccinations and documentation.
We strongly recommend that you check with your doctor, or seek professional medical advice in respect of vaccinations required for specific areas, as this information is constantly changing and being updated by both the country of destination and the Department of Health. In case of accidents or illness, we strongly recommend that you take out adequate insurance cover.
The International Medical Centre advises all worldwide travellers to ensure that their Tetanus, Polio, Typhoid and Hepatitis ‘A’ vaccinations are up-to-date. Precautions against Malaria are necessary for travel to certain countries, including areas of southern Africa and Asia. Please consult your GP.
If you do become ill whilst in a country which is a member of the European Economic Area (EEA), or in Switzerland, you can take advantage of their health services under the same terms as the residents of the country. The European Health Insurance Card (EHIC) has now replaced the E111. You can apply for this card either online at www.dh.gov.uk/travellers (delivery within 7 days), by telephoning 0845 606 2030 (delivery within 10 days), or by post (application forms are available from the Post Office and delivery is within 21 days of receipt of application).
Q. Do I need travel insurance?
A. Yes, TRAVEL INSURANCE IS ESSENTIAL.
Adequate travel insurance is an important element of any holiday booking. In addition, we recommend that you purchase travel insurance that properly covers your participation in whatever activities you may undertake at the time that you make the booking. If you decide not to purchase our travel insurance, you must provide us with details of your alternative insurance policy on the booking form.
Our Travel Insurance has been arranged to specifically meet your needs on your Elegant Resorts’ holiday. The cover is written by Travel & General Insurance Company plc. Please call your Travel Consultant for further information.
Q. When will I receive my holiday vouchers and airline tickets?
A. Travel documents are sent out approximately 14 days prior to your date of departure.
Q. Can I manage my booking online with British Airways?
A. Yes, please click here to manage your booking with British Airways
Q. Does Elegant Resorts have overseas representatives?
A. Elegant Resorts provides in-resort representation in most areas. Please speak to your Travel Consultant for information on your chosen resort(s).
Q. Where can I find weather information on my holiday destination?
A. Don’t be caught out when packing your suitcase! Make sure you are fully prepared by calling for the latest weather forecast of your chosen holiday destination. Simply visit www.weather.com (Please note: we do not accept responsibility for any information/ content highlighted on third party websites.)
Q. Can Elegant Resorts arrange UK airport car parking?
A. Yes, please click here to find out more about parking at UK airports
Q. Can Elegant Resorts arrange UK airport hotels?
A. Yes, Elegant Resorts can book a selection of UK airport hotels, including Hilton, Radisson and Sofitel. Please contact your Travel Consultant for further information.
Q. What is an E-ticket?
A. An E-ticket is an electronic ticket used by a number of airlines, where all your flight information is issued electronically and a paper ticket is not produced. All E-ticket passengers will receive a passenger receipt and a confirmation letter with details on what to do at check-in – in most cases, you simply need to give your name and flight details and/or airline locator (reservation number).
Q. What is a ticket on departure?
A. If you have been advised that your tickets will be given to you on departure, information of where to pick up your tickets will be outlined on your itinerary.
Q. Do you have representation at UK airports?
A. Yes, Elegant Resorts provides UK airport assistance at all major UK airports – the contact details will be outlined on your itinerary.
Q. Do I need to pay departure tax when leaving my holiday destination?
A. Certain destinations charge departure tax, payable upon check-in of your departure flight. Full details will be highlighted on your holiday itinerary.
Q. I am travelling to the USA, but flying via a gateway where I change planes. When will I clear immigration?
A. In the USA, you clear immigration at your first point into the country, regardless of whether you are en route to another destination.
Payment Information
Q. How much is the deposit?
A. A deposit of 10%* (minimum £250 per person) of the total holiday cost must be paid on completion of a booking. For villa and chalet bookings, a deposit of 30% is required. However, the full amount is payable for all bookings made within 8 weeks of departure. If the booking is not accepted, the deposit will be refunded. In the event that the balance is not paid within 8 weeks of departure, we have the right to cancel your holiday and you will forfeit your deposit. *Higher deposits may be requested if prepayments to suppliers are necessary.
NB: A selection of our airline fares require full payment at the time of booking and also carry 100% cancellation charges. If this is the case, we will advise you at the time of booking. Elegant Resorts reserves the right to pass on credit card charges for holiday balance payments.
Q. What payment methods do you accept?
A. Deposit payment is by debit or credit card when you book. We accept Mastercard, Visa, American Express, Switch, Delta and Solo.
Q. How can I pay the balance of my Elegant Resorts’ holiday?
A. You can send us a cheque – made payable to Elegant Resorts (please write your booking reference on the reverse). Then post to Elegant Resorts, Accounts Department, The Old Palace, Little St John Street, Chester, CH1 1RB. Alternatively, you can pay by debit or credit card over the telephone by calling 01244 897 050.
Q. What if I want to amend my holiday?
A. Please contact your Travel Consultant.
Q. Will I get a receipt for my payment?
A. Where applicable, approximately 10 weeks before departure, you will be sent a final invoice for the full amount, showing the balance payable. This amount must be forwarded to Elegant Resorts within 14 days of the invoice date. Once payment has been received, a final invoice receipt will be sent with your travel documentation.
Q. What if wish to cancel my holiday?
A. All cancellations must be made in writing. We are unable to accept verbal cancellations. Please write to your Travel Consultant at Elegant Resorts, The Old Palace, Little St John Street, Chester, CH1 1RB. Cancellation charges are highlighted in our Booking Conditions.
On Return
Q. My flight was delayed – can I claim compensation/what do I do?
A. In the unlikely event of a delay caused by a non force majeure incident, responsibility for arrangements for meals, overnight accommodation etc will rest with the airline. Under EU law, you have rights, in some circumstances, to a refund and/or compensation from your airline in cases of denied boarding, cancellation or delay of flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 9 of our Booking Conditions. If your airline does not comply with these rules, you should complain to the Air Transport Users Council on 020 7240 6061 / www.auc.org.uk
Q. If I have a complaint whilst on holiday, what should I do?
A. Should you wish to make a complaint, please immediately inform the relevant supplier (i.e. your hotelier, airline) or our resort representative (where applicable) who will endeavour to rectify the problem whilst you are on holiday. If this does not solve the problem, please telephone the dedicated reservations telephone number reversing the costs of the call, or call our 24-hour helpline as detailed on your itinerary.
Q. I have just returned from my Elegant Resorts’ holiday and would like to complain about a certain aspect of my holiday. How do I do this?
Please send any complaints in writing to:
Client Services Department
Elegant Resorts
The Old Palace
Chester
CH1 1RB
Alternatively, email clientservices@elegantresorts.co.uk
Q. I have just returned from my holiday and would like to send a letter of thanks for an enjoyable holiday. Who do I write to?
We're pleased to hear you had a wonderful holiday with Elegant Resorts. Please send any comments to:
Client Services Department
Elegant Resorts
The Old Palace
Chester
CH1 1RB
Alternatively, email clientservices@elegantresorts.co.uk
