Online Essentials

Holiday Extras - Terms & Conditions of Booking

1. Call Monitoring and Recording
As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.

2. Prices

2.1 Price Guarantee: If you find the same Airport Hotel or Airport Parking product for less within 7 days of booking, tell us and we will match the price or refund the difference. Excludes offers conditional on buying other products. If you think you have found the same product for less, we need to know, so please call us but first check that the product you are comparing is the same in all respects!

2.2 Price Changes: Holiday Extras is committed to providing the highest standards and the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up. Always check www.holidayextras.co.uk for the most up-to-date price.

2.3 All prices are for pre-booking and include VAT at the current rate of 17.5%. Hotel prices are given in £'s per room per night (twin prices based on two adults sharing), parking in £'s per vehicle per whole or part day, airport lounges in £s per person, rail travel in £'s per person.

2.4 Credit Card Surcharge: All hotel, car parking and lounge bookings made by credit cards are subject to a 1% handling fee. This is not refundable and does not apply to debit cards.

2.5 Book Summer 2004 at Summer 2003 prices: Book most hotels, car parks and lounges before March 2004 and pay Summer 2003 prices for Summer 2004 bookings.

3.Cancellation and Amendment policy

Hotels, including Hotels with parking or rail coach travel*
Bookings cancelled at any time up to the day before departure will be charged £7.50 per room per night. Bookings cancelled on the day of travel or after will be charged at the full cost. There is an Amendment admin fee of £7.50 per room per night where amendments cause a reduction in the original number of rooms or nights booked

Parking
Bookings cancelled the day before departure will be charged £5.00. Bookings cancelled on the day of travel or after will be charged at the full cost. No refund is available for unused part stays.

Lounges
Bookings cancelled at any time will receive a full refund

Airport by Rail*
Bookings cancelled at any time will receive a full refund

*We cannot make a refund for cancelled coach or rail/rail inclusive travel until the original unused tickets (for Travel) have been returned to us by a postal service that confirms our receipt.

4. Airport and Port Hotels

4.1 Wheelchair facilities: Where hotels provide facilities for wheelchair users transfer and parking arrangements may not be suitable and rooms are available on a request basis only. Please check precise facilities available when booking.

4.2 Directions: Please make sure you have directions to your hotel and the hotel's telephone number.

4.3 Transfers: Airport Hotels - transfers to and from the airport: are included in Holiday Extras' price within scheduled times (not always 24hrs), unless otherwise stated. At Heathrow all hotels make a charge for transfers. These hotels mostly use the special "Hotel Hoppa" transfer service operated by Heathrow Airport.. The Hotel Hoppa does not go to Terminal 4 you should take the free Heathrow Express Train from any of the other Terminals. Stansted Hilton and Cardiff Cwm-Ciddy Toby Motel also make a charge for transfers.Please check when booking.

4.4 Transfers: Port Hotels -transfers are not included either to or from the port, you must make your own way to and from the hotel.

4.5 Overnight parking: Parking for the night of your stay is included in the price, unless otherwise stated.

4.6 FREE children: Up to two children under 16 stay FREE when sharing a room with two adults.

4.7 Extra adults: Some hotels charge a supplement if more than 2 adults share a room - check when booking.

4.8 Holiday Extras' star ratings: All hotel star ratings in Holiday Extras literature are Holiday Extras' own ratings and are based on the following:

a) Any official rating awarded to the hotel, for example: AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Holiday Extras' stars.
b) If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.

2. In both of the above cases, when giving our rating we also consider:

a) Feedback we have received from our customers.
b) Feedback from our own regular visits to the hotels, both on business & as customers.
c) How well the hotel performs as an airport hotel for holidaymakers. For example we would look at the frequency and duration of transfers to and from the airport and availability of holiday parking.

4.9 Standard rooms: All offer a private bathroom (though some only have showers in them), a colour TV with satellite and radio channels, telephone, tea/coffee making facilities, hairdryer and ironing facilities (N.B. irons and hairdryers, may only be available on request.)

4.10 Breakfast: Is not included unless otherwise stated. If included, please check the earliest time it is available.

4.11 Leisure facilities: May be charged for and admission restricted for children.

4.12 Hotels including coach or rail travel: If your booking includes coach or rail travel, the ticket will be sent to the agency the day after you make the booking. Bookings cannot be taken if the departure is within 4 days as we need this time to ensure tickets are delivered (this does not apply to self-issuing National Express agents or an agent holding a rail ticket issuing licence). All passengers must travel together. Rail seats are not pre-bookable through us. A charge may be made to replace lost tickets. N.B. We cannot make a refund for rail or coach inclusives/rail bookings until both parts of the original unused tickets have been returned to us by a postal service that confirms our receipt. We cannot make a refund for coach tickets that are cancelled fewer than 24 hours before the date of travel or are unused. All tickets for coach or rail travel are subject to the standard conditions of the carrier.

4.13 Hotel & coach packages: Include accommodation as booked and return coach travel for adults and FREE travel for up to 2 children under 16 when sharing a room with two adults. Infants (children under 3 years) will be charged a child fare if they require a seat. Tickets are valid for 6 months from the date of issue for travel on any day where services are available.All bookings are subject to availability of space.

4.14 Hotel & rail packages: Include accommodation as booked, return Standard Class travel for adults, FREE travel for up to 2 children under 16 (except on journeys involving the Heathrow Express) when sharing a room with two adults and underground travel between London's mainline stations where applicable. For travel to Heathrow, Holiday Extras' tickets include Heathrow Express from Paddington (included in the price). Low Season is any day except - All Fridays, all Saturdays in July & August, 12 December 2003 to 1 Jan 2004, and 8 April 2004.If the outward or inward journey falls on a High Season date, the High Season price applies.

Rail Conditions: The return journey must be more than 48 hours after the outward trip. Single rooms with train inclusive are not available Mon-Thurs unless booked with a twin/double. Tickets are valid for 2 months. First Class carriages are not available on some services, please check with your local service provider before booking a First Class ticket.

4.15 Hotels including holiday parking: Parking is always at the vehicle owner's risk. Hotels' own car parks are unsecured unless otherwise stated. Where a hotel with parking package uses a secured car park this is clearly stated, and cars are parked subject to the conditions and insurance arrangements of the individual car park. In these cases, you will often park for the night of your stay in the hotel's own car park, which is unlikely to be secured. Car parking arrangements vary from hotel to hotel. Please make sure you know exactly what your arrangements are before you travel. Where parking is offered as an 8 or 15 day option or inclusive package, the full 8 or 15 days does not have to be used, but there is no reduction in price if it is not. If you leave your car for longer than the duration included, you are likely to be charged locally by the hotel or car park for the extra days. Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with the hotel or car park staff if requested to do so.

4.16 Cancellation and Amendments: Bookings cancelled at any time up to the day before departure will be charged £7.50 per room per night. Bookings cancelled on the day of travel or after will be charged at the full cost. There is an Amendment admin fee of £7.50 per room per night where amendments cause a reduction in the original number of rooms or nights booked.

4.17 As hotels do not take responsibility for alarm calls we suggest you take a travel alarm.

5. Secured Airport Parking

5.1 Directions and parking procedures: Please make sure you have directions to your car park and the car park telephone number, and details of the entry and exit procedures for the car park.

5.2 If you are charged by the car park because you do not follow the correct entry or exit procedures or present your voucher, Holiday Extras may not be able to obtain refunds on your behalf.

5.3. 24 hour transfers to and from the airport: Included in the Holiday Extras price unless the airport is within walking distance or not operational 24 hours. Please make sure you have the transfer schedule for your car park.

5.4 Minimum stays: A minimum stay applies at some car parks. Should you wish to stay for fewer days, you can, but the cost of the minimum duration is payable.

5.5 Daily Prices: Daily prices may vary according to the date and length of stay. Stays of fewer than 8 days may attract a higher daily rate.

5.6 Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.

5.7 Barrier System: Car park barrier systems may require use of your credit or debit card for entry and exit. We will need to send your credit or debit card details to the car park as part of the booking process. If your stay is longer than the number of days booked through Holiday Extras the car park will debit your card at the standard daily rate for these extra days. This process is secure and will be used for these purposes only.

5.8 Insurance: All parking is subject to the terms and conditions of the individual car park.

5.9 High-sided or unusually wide vehicles: Not all car parks can accommodate them or there may be an extra charge. Please check with Holiday Extras.

5.10 Unused parking days: No refund available for unused part stays.

5.11 Personal Parking: If you have booked this special service, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you must reconfirm your booking direct with the parking operator at least 7 days prior to your date of travel, giving your Holiday Extras Booking Reference.Supplements are charged for service outside normal hours and on all public and bank holidays payable directly to the parking operator.

5.12 Cancellation and Amendments: Bookings cancelled the day before departure will be charged £5.
Bookings cancelled on the day of travel or after will be charged at the full cost. No refund is available for unused part stays.

6. Airports by Rail: Bookings cannot be taken if the departure is within 4 days as we need this time to ensure tickets are delivered. If you're just buying rail travel, there must be a minimum number of 2 full-fare paying passengers per booking and all passengers must travel together. One way journeys are not available. The return journey must be more than 48 hours after the outward trip. Tickets are valid for 2 months. First Class carriages are not available on some services, please check with your local service provider before booking a First Class ticket. Rail seats cannot be booked through us. A charge may be made to replace lost tickets. All tickets are subject to the standard conditions of the carrier. Bookings cancelled at any time will receive a full refund. We cannot make a refund for rail bookings until both parts of the original unused tickets have been returned to us by a postal service that confirms our receipt.

7. Airport Lounges

7.1 The Holiday Extras price includes: Snacks provided by the lounge and all drinks, except Champagne.

7.2 Directions: Please make sure you have directions to your lounge.

7.3 Airside/Landside: Airside lounges are after Passport Control and can only be used by customers with a valid boarding card. They are not always suitable for domestic flights. Landside lounges are before Passport Control and can be used by people who aren't travelling or people on domestic flights.

7.4 Smoking arrangements: These vary at each lounge.

7.5 Dress/Behaviour: All lounges have a smart/casual dress code and expect reasonable behaviour from guests; lounge staff reserve the right to refuse admission on these grounds.

7.6 Luggage: For security reasons, you must take all your luggage with you if you leave the lounge, even if you plan to return.

7.7 Announcements: Lounge staff may announce you're flight but cannot guarantee to do so. All lounges have flight information screens and you are responsible for catching your flight.

7.8 Business Facilities: Lounges have a range of business services including telephones. If you use these, you must pay for them when you leave the lounge.

7.9 Arrival Times: You can arrive at your lounge up to 3 hours before your flight, subject to lounge opening times. Should you arrive earlier, admission will be at the discretion of lounge staff. Please make sure you have been given the opening and closing times for your lounge.

7.10 Children: In lounges, which permit children, an adult must accompany them at all times.

7.11 Not all lounges have toilet and bathroom facilities.

7.12 Use of the lounge: Is subject to the terms and conditions of the relevant lounge operator.

7.13 Cancellation: Bookings cancelled at any time will receive a full refund

If you have any further query over a booking you have made, call 0871 360 1391.This does not effect your statutory rights as a consumer.