Terms & Conditions

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Please read all of our terms and conditions as they are NOT standard Terms & Conditions

Terms & Conditions summary / quicklinks...

For your security
About our Liability
About changes to our terms and conditions
Our price guarantee & prices on our site for online bookable hotels
About prices for off line bookable products
Your Holiday Contract
Deposit bookings and balance payments for online bookable hotels only
Advance Provisioning Allowance & Security Deposit in Connection with Yacht Charters
Confirmations and documentation for online bookable hotels only
Booking/payment problems during booking on our website for online bookable hotels only
Cancellation procedure & charges for online bookable hotels only
If you cancel your holiday (for off line bookings)
If we change or cancel your holiday
Refunds
No show
Circumstances beyond our control
Disruptive behaviour
If you have any problems in resort for online bookable hotels only
Complaints for online bookable hotels only
If you have a complaint for off line bookings
Insurance and liability
Age of travellers
Additional requests at time of booking for online hotel bookings
Passports
Travel guides
Transaction card fee for online hotel bookings
Information on "misc" charges made by accommodations
Online accommodation facsheets
Making changes to your accommodation booking
If you change your booking for off line bookable products
Curtailment
Late Arrivals for off line bookings
Overbooking by accommodations or circumstances beyond our control
Information on accommodations, room types and what's included
Building works & renovations
Insects and the climate
Fuel surcharges
Weight restrictions/surcharges
Luggage restriction
Flight cancellations by clients
Flight conditions
Child age/infant policy on flight tours
Minimum numbers on flight tours
Booking of package and products OFFLINE

For your security [Top]

Your booking is made through Winter Sunshine Holidays Limited (WSH from hereon) company registration number 5495248. Our company is Trust Account operated for your security. The money to pay for your holiday is retained in our Trust Account until your arrival date and cannot be accessed by our company with the exception of the appropriate cancellation fee or holiday deposit.

Winter Sunshine Holidays Ltd / Bespoke Destinations act as a booking agent on behalf of all hotels, apartment, villas and product providers shown on it's websites and your contract will be made with these providers on your behalf.

Winter Sunshine Holidays completely guarantee the safety of your money. Secure payment within 128-bit SSL encryption by Protx and Trust account protection of your money is the maximum possible protection you could have when purchasing accommodation through any online operator. For more information on the security we offer our clients, please click here.

About our Liability [Top]

The material on our sites is provided without any guarantees, conditions or warranties, including warranties of merchantability, non-infringement of intellectual property, fitness for purpose, or accuracy or completeness of any information.

To the extent permitted by law, we, other members of our group of companies and third parties connected to us exclude:

All conditions, warranties and other terms which otherwise be implied by statute common law or the law of equity; and

Any liability for any direct, indirect or consequential loss or damage incurred by you in connection with our site or in connection with the use, inability to use, or results of the use of our site, any sites linked to it and any materials posted on it, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Except as expressly set out in these terms, all representations, warranties, conditions and other terms implied by statute, common law or otherwise are excluded to the fullest extent permitted by law. However, nothing in these terms is intended to exclude our or your liability for death or personal injury arising from negligence.

Commentary and other materials posted on our site do not amount to an offer to contract or advice on which reliance should be placed, and we do not intend that you should interpret it as such. We disclaim all liability and responsibly arising from any reliance placed on such materials by anyone visiting our sites, or by anyone who may be informed of any content on our sites.

About changes to our terms and conditions [Top]

From time to time, we may update and change these terms without notice. You'll always find the latest version of these terms on our website. Your continued use of any of our sites will indicate that you accept and agree to any amendments.

About other bits and pieces

If any of these terms are held to be illegal or unenforceable by any court of competent jurisdiction, the remainder of these terms will continue in full force and effect.

The English courts will have non exclusive jurisdiction over any claim related to a visit to our sites. These terms of use will be construed in accordance with, and governed by, English law.

You agree that any of our related companies (including but not limited to Winter Sunshine Holidays Group Ltd and the operators of any of our sites) may rely on and enforce these terms, but otherwise we and you agree that no other third parties are to be given any rights under the Contracts (Rights of Third Parties) Act 1999.

You agree that we may assign or novate these terms to anyone without notice to you.

Our price guarantee & prices on our site for online bookable hotels [Top]

The total value of your chosen travel products including any applicable card fees can be located on the booking detail page. This amount will be deducted from your credit/debit card. In the event of any problems with our website causing incorrect pricing/availability, we will endeavour to contact you within 24 hours. If payment has been taken already, then you will be given the opportunity to pay the remaining outstanding balance (or deposit if applicable) or the option of having all monies paid refunded to your card without charge. Please note, prices provided over the telephone are to be used as a guide only. We will not honour any rate that is claimed to have been given over the telephone.

Our website contains live availability of thousands of hotels worldwide. Special offers and availability can be added and removed at a moments notice, and as such we cannot guarantee the length of time offers will be available on our site. Any offers based on stay for a certain number of nights, and pay for another number of nights, do not apply during fair periods.

As the site is live, prices are based on constantly fluctuating exchange rates, which means that our prices can rise and fall at any time. Some products have floating rates that change daily. We will not accept any requests for a refund on the basis that our selling price was, on the day, close to or above the rack rate.

Some accommodations in Turkey, Spain and the U.A.E. insist that bookings made by their own nationals, or containing their own nationals, will be charged at a higher rate than visitors from other countries. The item number five, in the left hand search panel on our homepage helps us provide you with the best rate for the accommodation of your choice, dependent on your nationality. It is your choice whether you complete the action offered. If you decide against this we cannot accept any additional charges that may be requested from you by the accommodation on checking-in. Nationals from those countries listed above, who reach our websites through third party websites such as Travelsupermarket.com and others, are advise to revert to our homepage and complete their search through the action suggested above. As stated above, if you choose not to complete the action advised above, we will not be able to accept any additional charges requested from you by the accommodation on checking-in.

About prices for offline bookable products [Top]

While we try to make sure all the information and prices on our sites are up to date, we reserve the right to change prices at any time, we'll let you know of any changes in price before you confirm your booking. As an example, landing and fuel charges for private jets, and fuel charges for yachts constantly vary, but we will give you a fixed price before accepting your booking.

All holidays are offered subject to availability. The holiday price includes only the flight sectors, hotel and other services as are itemised on your confirmation invoice and none other. A deposit of 50% of the total holiday cost is payable on booking. The balance must be paid at least 10 weeks before your departure date. We accept payment by cheque, bank transfer, Switch or credit card. For VISA, Mastercard and other acceptable credit cards, we make a 2% card processing charge. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements, if the balance is not paid in time we shall retain your deposit.

Any monies paid by the client to a travel (or other) agent will be held by the agent on our behalf until such time as they are paid across to us.

Your Holiday Contract [Top]

When you make a booking you guarantee that you have the authority to accept on behalf of your party the terms of these conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is governed by English Law. For yacht charters clients are also required to sign a standard MYBA yacht charter agreement, a copy of which is available for inspection prior to booking.

Deposit bookings and balance payments for online bookable hotels only [Top]

In the case of a deposit booking, your balance due date will be shown on your invoice. None or late payment of your balance can result in cancellation of your booked travel products. Full payment is due no later than 30 days before your arrival date. Written reminders of payment dates will not be sent following initial booking invoice.

Please note that group bookings of 6 rooms or more may be subject to a deposit greater than 20%. The amount of deposit required is determined by the supplier of the product and supply agent involved in the booking, and will be advised before your booking is confirmed.

Advance Provisioning Allowance & Security Deposit in Connection with Yacht Charters [Top]

The advance provisioning allowance shall be payable at the same time as the final balance. The amount (to be determined by Bespoke Destinations) shall comprise the estimated cost of fuel, food, drink, moorings away from home and other costs to be incurred on the clients behalf by the Captain (This allowance is usually set at 10% of the total holiday price). The Captain will provide a detailed account of expenditure to the client upon request at any time during or after the charter. The captain may request a top up allowance during the charter. Failure to pay such a top-up request promptly, shall result in the withdrawal of provisioning or further movement of the yacht, at the Captains discretion. Any unused allowance will be refunded in cash to the Client by the Captain at the completion of the charter. Bespoke Destinations reserves the right to request a Security Deposit against possible damage to the yacht caused by the client. The deposit will be returned after a satisfactory post charter inspection. In the event of a dispute regarding damage and any charges, the yacht owner's broker's decision shall be final and binding.

Confirmations and documentation for online bookable hotels only [Top]

All documentation will be sent out by email, unless otherwise agreed. therefore if you have not received your documentation within 1 hour of booking, please contact us by either email or telephone so we can arrange for your documentation to be re-sent. Please bear in mind, occasionally free internet service providers (hotmail) and strictly policed providers (AOL, Yahoo etc.) can have problems receiving automatically generated confirmations such as ours. If you have a fax machine available, we can have your documentation sent to you that way if email attempts continue to fail due to the above reason.

We will not accept responsibility for refusal of any product if you do not present a correct voucher for your valid dates of stay, as booked with, and provided by our company. Nor will we accept responsibility if you are refused because you do not have all required vouchers. Check your vouchers as soon as you have booked (they are sent instantly) to make sure the vouchers show all products you booked. Any extension to your stay, beyond the dates shown on your vouchers, are solely your responsibility and must be paid for by yourself direct to the property concerned.

We advise that you keep a valid copy of all your vouchers (print two copies) that you hand into the reception/agent. All vouchers contain very important information that you will need in case of an emergency.

Booking/payment problems during booking on our website for online bookable hotels only [Top]

If for any reason your booking/payment fails, your chosen travel products may still be booked and held until payment can be taken. In the event of a booking failure, we will contact you within at least 24 hours to resolve the problem. In the case of a booking made on a weekend, contact will be made on the first working day of the new week (Monday). Please contact us if you decide you no longer require the booking before we contact you, so that we may release any held products back onto our system.

Many booking problems arise from multiple 'book' button presses. Please ensure that you press the 'book' button only once. Every time the book button is pressed, a new request for authorisation of funds is sent to your bank, this can result in multiple debits from your account.

Cancellation procedure & charges for online bookable hotels only [Top]

We must receive either written or emailed confirmation from the lead traveller on your booking, stating that you wish to cancel, and that you understand that the below applicable charge will be made. We will respond confirming receipt of your cancellation request. If you have not received confirmation from us within 3 days, it is possible that we may not have received your notice. On request, a cancellation invoice can be provided for insurance purposes.

If you wish to cancel only part of your product (e.g. in the case of accommodation, one room), the below applicable cancellation charge will be made only on the rooms/apartments being cancelled. In addition you will also be required to pay the amendment/modification administration charge of £25. This additional charge must be made as there is more administrative work involved in cancelling parts of bookings.

If we have to cancel accommodation arranged directly with a hotel, through no fault of our own, we will endeavour to offer an equivalent or better substitute, or all monies paid will be returned to you. Should you decide to cancel your accommodation after we have confirmed your booking, the following charges will be applicable.

STANDARD WEBSITE BOOKINGS (5 rooms or less)

MANUAL GROUP BOOKINGS (6 rooms or more)

If you cancel your holiday (for off line bookings) [Top]

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices. Since we incur costs in cancelling your travel arrangements, the following charges apply:

Period before departure when notice of cancellation is received by us. Cancellation charge (% of total holiday cost).

70 days or more                      50%
69 days - 30 days                    75%
29 days or less                        100%

If one member of your party cancels, this may mean that the accommodation or aircraft will be under occupied and result in the remainder having to pay increased charges applicable to the revised number travelling. Should you decide to curtail your holiday for any reason, or decide not to use booked services, no refunds will be given.

If we change or cancel your holiday [Top]

It is unlikely that we will have to make any changes to your travel arrangements. Occasionally however, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor changes, include alteration of your outward/return flights by less than 6 hours, or the change of hotel or yacht to another yacht or hotel of the same standard in the same resort, or the change of an airport for operational reasons or inclement weather. We also reserve the right in any circumstances to cancel your travel arrangements but, will not do so within one week of departure, except for reasons of force majeure or failure by you to pay the final balance in cleared funds, If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). Please note that the aircraft, manufacturer or type referred to in the brochure may be subject to change. Such a change is deemed to be a minor change, provided the replacement aircraft is of a similar or superior standard. If we make a major change to your holiday, we will inform you as soon as reasonably possible, if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternatives (we will refund any price difference), or cancelling and receiving a full refund of all monies paid. In the unlikely event that one or more flight sectors of your journey become non operational for any reason and it is not possible to replace the aircraft with a similar private jet we reserve the right to provide you with scheduled  airline transportation for that sector within the highest class available. We will refund the difference in price.

Refunds [Top]

After refunds have been issued, they can take up to 14 working days to appear back on your card/account statement. This period of time is caused by the credit card refund procedure and not by our company. If you have not received your refund after 14 working days, please contact us by email on support@wshtravel.com. We will then track the refund to find out its current status.

No show [Top]

Non-arrival / No-show / No-collection of any of your booked travel products, on the date of your booking and confirmed commencement date of your stay/tour/hire, without at least 24 hours notice on working days, is taken by ourselves and hoteliers as a "no show", and as such curtailment of your booking. No refunds can be guaranteed.

Circumstances beyond our control [Top]

We will not pay compensation or accept any liability where any change is due to circumstances outside of our reasonable control, including (without limitation) any strikes, lock-outs, or other industrial action, labour disputes, acts of god, war riot, civil commotion, malicious damage, compliance with any law or governmental order, rule regulation or direction, impossibility of the use of any means of public or private transport or any action of any government or regulatory body, accident, breakdown, of plant and machinery, fire, flood or storm, other adverse weather conditions (including heavy rainfall, hail, snow, fog or frost) affecting any airport, port or any other transport link, embarkation, or disembarkation point and their operation, flight delays, other matters affecting air traffic control (including failure of equipment, systems and software), siege, acts of terrorism, police or security alerts or precautionary measures taken.

Disruptive behaviour [Top]

If you are prevented or refused access to your booked travel products because your behaviour or condition is considered to be disruptive, by any person in authority, our responsibility for the travel product provision will thereby end and no refunds or compensatory payments will be issued.

If you have any problems in resort for online bookable hotels only [Top]

We hope that you have a trouble free and enjoyable holiday, but we recognize that things can, and occasionally do, go wrong. The procedure below must be carried out. If you fail to follow the procedure and no contact is made with us, we cannot accept responsibility as we have been deprived of the opportunity to rectify the problem(s).

Once we have been contacted, we will make arrangements for our agents to contact you and/or the management at the property at the very earliest opportunity in an effort to rectify your situation. In the unlikely, but not impossible, event that you are charged directly for the product service you booked in resort, for whatever reason, please ensure you retain a copy of the receipt bill. Investigations into in-resort charges cannot be started without proof of payment for services.

By agreeing to these terms & conditions, you confirm that you will follow the below procedure (in this order) should you experience problems in resort :-

Complaints for online bookable hotels only [Top]

If the above procedures are followed exactly, and you still wish to make a complaint, contact must be made within 14 days of your return from holiday, by either email (preferred) or lettered post, giving your original booking invoice ID, reference number and all relevant information to us at the earliest opportunity. Preferred method for receiving complaints is by email to support@wshtravel.com . This will enable you to attach any digital photographs (under 5Mb total) you may have taken to add further explanation to your complaint, if the complaint warrants the need for photographic evidence.

As soon as your complaint has been received, we will confirm receipt within 14 days by return. It will then be sent to our agents in resort and investigated thoroughly. When we receive our agent's official response, and that of the accommodation, we will contact you in an effort to resolve your complaint within six weeks of first receiving it. Unfortunately no telephone contact can be accepted for complaints, as all communications need to be documented for our records should we ever need to refer to them.

We will not accept any complaints or request for compensation unless our procedures (see 14. If you have any problems in resort) are carried out in the order requested. Complaints sent to us on your return home, without the relative contact history requested in the above procedures, will not be accepted.

If you have a complaint for off line bookings [Top]

If you have a problem during your holiday, please inform the relevant supplier (e.g. the captain/Hotelier) immediately. If your complaint is not resolved locally, please follow this up within 14 days of your return home by writing to us. We will endeavour to resolve your complaint within 6 weeks of receiving it.

Insurance and liability [Top]

By accepting these terms & conditions, you confirm to us that adequate travel insurance has been taken out by yourself, the lead traveller, and your fellow travellers for the duration of the stay. It is recommended that travel insurance is taken out as close as possible to the time of purchase. Clients are reminded that they should ensure that their travel insurance covers all aspects of their holiday travel. They are also reminded to ensure that Tours and Excursions taken whilst in resort are covered by their holidays insurance.

The limitation of our liability to you is limited to the price of the product purchased. We do not accept liability for any claim (other than claims for improper performance of any services). In contract, tort (including negligence) or otherwise for consequential, economic or indirect loss or damage.

Any claims against Winter Sunshine Holidays Ltd / Bespoke Destinations will only be made under English/Welsh jurisdiction.

Age of travellers [Top]

We will accept bookings for any person of any age, however, any persons under the age of 18 not travelling with their parent/guardian, must provide a letter of consent from their parent/guardian. Be advised that accommodations in North America will only accept guests under the age of 21 years if accompanied by an adult.

Additional requests at time of booking for online hotel bookings [Top]

At time of booking you have an opportunity to list any special requests you may have. Examples of these requests are late arrival, infant name & age, cot required etc. Please note that whilst all requests are processed, we cannot guarantee that they will be fulfilled.

Passports [Top]

It is common practice for holiday services to request to see your passport. Please make sure you have your passports ready. No liability can be accepted by our company if you are refused admission for your failure to provide a valid and up to date passport for identification and the required visa's for the countries you are travelling to. Accommodations are within their rights to turn you away if you do not have an up-to-date passport. If you are turned away because you did not have a passport, we can offer no refunds or compensatory payments.

Travel guides [Top]

The information contained in the travel guides shown on the Winter Sunshine Holidays group of websites is the property of Globe Media. Any/all information is subject to change at short notice and travellers are urged to verify information on which they're relying with the relevant authorities before they travel. Whilst Globe Media makes every effort to ensure that the travel guides are kept as up-to-date as possible, Winter Sunshine Holidays & Globe Media cannot accept any responsibility for loss or inconvenience to any person as a result of any incorrect information contained within the guides.

Transaction card fee for online hotel bookings [Top]

Every credit/debit card transaction will be subject to a contributory card fee of £2.00. The fee's go towards our card authorisation charges levied against us by our merchant banks, which enables us to keep our prices extremely low and competitive. Sometimes, when booking, multiple invoices must be created resulting in multiple card transactions taking place. For every invoice that has to be created a separate card fee will be applied as the payment for each amount must be taken seaprately as well. You will always be informed of the fee prior to booking at the top of the booking detail page.

Information on "misc" charges made by accommodations [Top]

Some accommodations around the world charge a refundable security/breakage deposit whilst clients are on the premises. These costs are not included in our charges, and are solely between the accommodation and clients during their period of stay. Be advised that in some countries, varied and additional taxes maybe applied on arrival or departure. We do not include for these and they must be paid locally. We use Russia as an example where tourists arriving at their first accommodation on any visit to Russia will have to pay a tourist tax.

If an accommodation levies an energy surcharge or a resort fee, you must pay the accommodation direct. If an accommodation levies a local telephone service charge (to allow unlimited local calls from your room) it must be paid direct by yourselves when departing from the accommodation.

Some accommodations require a major credit card to be provided upon check in. If this is not possible, then they may require a cash deposit. It is your responsibility to produce these requirements if requested.

On some occasions accommodations may change rates after accepting bookings in areas where, and when, Trade Fairs for example are taking place (usually city hotels). We make every effort to determine any rate rises for specific dates such as the above at the beginning of the season, before rates are loaded onto our websites. In the unfortunate event that we have not been informed of a rate rise, and you have already made your booking at the accommodation at a lower rate, on the particular dates in question, you will be given the opportunity to either cancel your booking free of charge, or pay the additional rate required.

We own, or are the licensee of, the intellectual property rights in the content of our sites, including but not limited to text, photos, graphic designs, images, audio, video recordings and any data entered or stored by you (the intellectual property rights in which you assign to us).

Use of our sites does not give you any right to use or reproduce any of their content or the trade marks on them.

Some of our sites contain links to third party sites and resources. We have no control over the contents of those sites, resources or third parties and accept no responsibility for them, or for any loss or damage that may arise from your use of them. We do not review, censor, approve, edit or endorse any information placed on third party sites or resources.

Online accommodation facsheets [Top]

Accommodation & room facilities listed on our accommodation factsheets show the facilities on offer. Please note, you are not guaranteed that you will receive all of these facilities as some may only be available at an extra cost payable in resort directly to the hotel. For confirmation of exactly which facilities you will receive, please contact us before placing your booking. We do not accept responsibility for any inaccuracies described in hotel listings. These are supplied by the premises themselves and are subject to removal or updating at any time. Should facilities not be available to you that are guaranteed in the hotel inventory, you will be offered an alternative hotel, at you own expense, and all hotel charges applicable to your original booking will be refunded to you, should you wish to move hotels.

Making changes to your accommodation booking [Top]

Every change made, after your accommodation has been confirmed, will incur a £25 administration charge payable by credit / debit card. This charge is made per item/change and is in addition to any charges incurred or necessitated by the amendments. Please note, changes cannot be made to bookings within 7 days prior to your arrival date. Changes other than those listed below will require a new booking to be made and the cancellation of your original accommodation booking, and as such the below cancellation charges may be applicable.

Amendments that can be made to your booking, subject to availability and where possible, are;

If you change your booking for off line bookable products [Top]

Requests for changes must be in writing from the person who made the booking. You will be asked to pay any further costs we incur if we are able to make the alteration of £25 plus any additional costs per change.

Note: Travel arrangements commencing near to the date of the change may not be changeable after a reservation has been made, and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangement.

Curtailment

If you curtail (cut short) your accommodation and check out of your accommodation without agreement from ourselves, we shall not be liable for any additional costs incurred, and no refunds or compensatory payments will be issued.

Late Arrivals for off line bookings [Top]

If you find you are running late please contact us as soon as possible. We will always try to accommodate late arrivals. However, unless we agree otherwise prior to the scheduled departure time, clients who fail to arrive at an airport within 2 hours of this time shall be deemed to have declared their non use of the service and shall not be entitled to any refund or replacement service.

Overbooking by accommodations or circumstances beyond our control [Top]

If overbooking by accommodations, or other circumstances beyond our control, prevent us from supplying you with the accommodation you have booked, we guarantee that even though the occurrence is not of our making, we will endeavour to offer an equivalent or better substitute, or all monies paid will be returned to you.

From time to time, overbooking in Cuba may result in downgrades offered as alternatives with no compensation. This is due to Cuban government controls and should this situation occur, WSH are powerless to affect this decision, and complaints cannot be accepted in this regard.

Information on accommodations, room types and what's included [Top]

All accommodations listed on our website have their own information fact sheets. The fact sheets contain all information (including hotel & room facilities available) we have available on file, and is provided by our resort agents. We offer no guarantee against inaccuracies in the information provided. All photographs, descriptions and listed facilities are provided to us by accommodations themselves or their agents. Whilst every effort is made to maintain accuracy, this is reliant on the information and any updates being provided by the above organisations.

There maybe occasions when certain areas or facilities at accommodations are closed due to emergencies, maintenance or refurbishment. Wherever possible we will provide this information to you prior to your travel date. This is reliant on us receiving the relative information from the accommodation concerned and no liability can be accepted by our company when such information is not received by us. If you have any doubts as to the reliability of the information provided on our website you are advised to contact either the accommodation direct, or ourselves, and we will do our best to clarify the position.

We are unable to provide maps or directions from the airport. We can however provide you with full address details of your accommodation and the direct telephone number, after you have placed your booking.

Normal check-in times are generally around 1600hrs (4pm). It is your responsibility to advise us a minimum of four clear days (working days) prior to arrival if you are arriving at your booked accommodation on an evening flight after 1700hrs (5pm) and we will advise the accommodation on your behalf. No responsibility can be accepted by us for any reason of none accessibility if you have not followed the above instructions.

"Ryokans" are traditional style Japanese accommodations based on traditional architecture. Local Japanese customs (such as wearing a Kimono and not wearing shoes) will be required, meals are Japanese and staff may have poor knowledge of any language other than Japanese.

In USA and Canada, "Twin / Double" is the opposite of the European definition. Double or Twin rooms may contain one bed. You may request separate beds on booking, however, separate beds are not guaranteed. Triple and quad rooms usually contain two double beds. Most properties cannot add additional beds to make a triple or quad but rollaway beds may be available for an additional charge.

In some accommodations no additional bedding is provided for a child where the child is either free or at a reduced price and breakfast may be charged for the child on departure. If your child requires a bed of his/her own you must request a triple and no child discount will apply (if you have any doubts please email us). If you book a bed for a child there will be charges where the tariff states "Free", but where it also indicates this only applies when the child shares existing bedding (does not have its own bed).

The words "self catering" accommodation means different things to different properties in different countries. For instance it can mean that the property has no kitchen or cooking facilities at all - or, that it contains a full kitchen and all utensils, or anything in between. You should not assume in any way what equipment or services are available - unless they are specifically mentioned on the accommodation fact sheet.

Building works & renovations [Top]

Please be aware that accommodations are under renovation from time to time. They take all possible steps to limit disruption to their guests. We will not accept complaints, or requests for refunds, if an accommodation is carrying out renovations whilst you are on holiday. If we are advised of renovation work, dates may be provided, but it is important to remember that these may be subject to change and we are not always notified. We will not, therefore, be held accountable for complaints concerning renovations that extend beyond the date originally advised.

Insects and the climate [Top]

The destinations that we have available offer hot climates and everything that comes with it. Insects feel they have the same right to any holiday service as you do. They may appear without warning, especially if opened food is left around. Accommodations are treated regularly for pest control but bugs etc. may still appear. Small problems can be treated by a can of insect killer while more serious outbreaks should be reported to the reception/management immediately.

Fuel surcharges [Top]

Where vehicles are used as a major part of a tour (such as Coach Tours Helicopters, light aircraft, 4 x 4's) and there is a significant upward shift in cost following your booking, we reserve the right to make additional charges to your tour. In the event this needs to be done we will advise you in writing at least one month before you are due to take the tour, giving you the option of a full refund on the cost you have paid for the tour.

Weight restrictions/surcharges [Top]

Helicopter Tours and light aircrafts prices are calculated on maximum passenger weight of 110kgs per person. Should any individual passenger weight exceed this threshold, a nett surcharge of 50% of the retail touring rate is applicable.

Luggage restriction [Top]

Luggage is restricted to cabin sized luggage only on Helicopter and light aircraft Tours, with a weight limit of 12kg per person. Additional luggage will incur an additional fee if it is possible to carry it on board. If not, luggage can be arranged to be transported by other means at an additional cost to the client.

Flight cancellations by clients [Top]

If passengers elect not to travel due to weather, but flights are still operational, a 100% cancellation fee will apply.

Flight conditions [Top]

All flights are subject to weather and tidal conditions, Air Traffic Control, Civil Aviation Safety Authority Regulations, and the discretion of the pilot. In the event of a flight cancellation through any of the above a 100% refund will apply.

Child age/infant policy on flight tours [Top]

Infant are classed as 0-2 years and may travel free of charge on their parents lap (one infant per couple) please note that only one infant may travel unrestrained with an aircraft. If after you have made your booking, we are informed that the flight already has one infant already booked onboard, we will refund your booking or offer you a alternative flight, if available. Children classified as 3 -12 years of age inclusive must be accompanied by an adult in the flight and pay the full adult fare.

Minimum numbers on flight tours [Top]

All tours are sold on a per seat basis. All flights are continued with a minimum of two passengers, unless otherwise stated. Single passengers are welcome, however the flight is not confirmed until a second passenger is travelling. In the event of only one passenger being booked onto a flight, we will advise you and refund your booking or offer you an alternative flight, if available.

Booking of package and products OFFLINE [Top]

On payment of either a deposit, or full payment, if within the full payment period, the client agrees to be bound by the terms and conditions of trading with Winter Sunshine Holidays Ltd / Bespoke Destinations as found online and enclosed here.