Photo Competition 2017/18:
This promotion is in no way sponsored, endorsed or administered by, or associated with, a third party. You are providing your information to Santa's Lapland and not to a third party. The information you provide will only be used for administering the promotion, contacting winners and subscribing to the Santa's Lapland newsletter.
When you enter our competition you can be assured that we will never share or sell your information with anyone else. Any information you have provided will be used by Esprit Ski to contact your regarding this competition, future competitions, holiday and merchandise offers.
When you book a holiday with us, you are entering into a contract with Hotelplan Ltd, trading as Santa’s Lapland (Company No: 350786) (“we” or “us”). Our Head Office address is: Mountain House, Station Road, Godalming, Surrey, GU7 1EX. This is the full version of our booking conditions, which we request that you read carefully prior to purchasing any holiday with us, as together with our Privacy and Data Protection Policy and any other written information we brought to your attention before we confirmed your booking, they form the basis of your contract with us. These booking conditions govern bookings made on the internet, through our telephone reservations team or via any other third party agent and you will be deemed to be bound by these conditions on confirmation of your booking through any of these channels. From time to time, due to changes to the law for example, we may need to update our booking conditions. The latest version can always be found on our website. If we make a significant change to the booking conditions after you’ve booked your holiday with us, we’ll let you know. If you have any questions relating to our booking conditions, do please call our Pre-Departure Guest Services Team on 01483 791945. Lines are open Monday – Friday 08:30 – 18:00, and Saturday 09:00 – 16:00. When you make a booking, as the first named person on that booking, you agree and accept on behalf of all persons detailed on the booking that: (a) you have read these booking conditions and have the authority to and do agree to be bound by them; (b) you consent to our use of information in accordance with our Privacy and Data Protection Policy; and (c) you are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declare that you and all members of your party are of the appropriate age to purchase those services.
1 MAKING A BOOKING AND PAYING FOR YOUR HOLIDAY
When confirming your booking, we will take a deposit of £150 per person by debit or credit card, the latter potentially subject to a card handling fee dependent on the card selected, which will be advised at time of booking. NB: If payment is being made after 13th January 2018, no card handling fees will apply. If we have secured additional scheduled or low-cost flights for your booking, we will take payment to cover any additional costs at the same time as taking your deposit. Please note that these are non-refundable in the event of cancellation. It is your responsibility to ensure you have sufficient funds to complete the transaction and you have the correct authority to act on behalf of the credit/debit card holder where applicable. If the arrangements you wish to book are available we will issue a confirmation invoice and send this to you or your travel agent. A binding contract will come into existence between you and us as soon as we have issued you with this confirmation invoice. If your confirmed arrangements include a flight, we (or if you have booked via an authorised agent of ours, that agent) will also issue you with an ATOL Certificate. The final balance payable will be shown on your confirmation invoice and will become due 10 weeks prior to departure. If you book your holiday within 10 weeks of departure, the full balance (rather than just deposits) will be payable straight away. If you have not paid the balance by the date it becomes due and you fail to respond to requests for payment, we reserve the right to cancel your booking and you will be liable to pay cancellation charges as set out in clause 4. Late payment will incur a late payment charge of £15 per week, per booking reference. Please note that the invoicing party will be Hotelplan CC Services GmbH, located in Dorfstraβe 36, 79594 Inzlingen, Germany.
2 YOUR CONFIRMATION INVOICE
Within 48 hours of booking with us, you will receive your confirmation invoice by email (7 days if posted), which details the holiday that you have chosen and the person/s booked to travel. If you have not received your invoice within 7 days, please contact our Pre-Departure Guest Services Team on the number below to make sure that your booking has been confirmed by us and we have your email and postal information correct.
We are aware that misunderstandings can occur, particularly in the course of telephone conversations, and as such quotations are subject to written confirmation on your confirmation invoice. Please check your confirmation invoice and ATOL Certificate as soon as you receive them and, if anything is incorrect, call our Pre-Departure Guest Services Team on 01483 791945. Lines are open 08:30 – 18:00 Monday – Friday, and 09:00 – 16:00 on Saturday. Please be aware that where an email address is provided at the time of booking, all pre-departure correspondence will primarily be undertaken by email.
The prices quoted in our brochure are based on the rates of exchange and other costs prevailing on exchange rates as follows: €1.095 on 11th August 2017.
Whilst we would not anticipate any pricing errors in the confirmation invoice, in the event of an obviously incorrect price we will not be bound by this and will issue a revised invoice showing the correct amount. In the unlikely event that we are unable to confirm your booking, the following options will be available to you:
(a) To accept an alternative holiday offered by us; or
(b) To purchase another holiday at the current brochure/website selling price from us; or
(c) To accept a full refund of all monies paid.
You must tell us the option you wish to accept within 7 days of the offer being made, otherwise we will assume you have chosen to accept the alternative holiday offered. Whichever option you choose, a confirmation invoice will be sent as soon as possible and, if you do not wish to proceed, we will refund all monies paid without delay.
3 HOLIDAY PRICE, CONDITIONS AND PAYMENT
The prices and conditions apply to our 2018 Main Edition brochure. These supersede any previously published prices, discounts and conditions, and will in turn be superseded by any subsequent brochure/website edition. Prices are correct at the time of going to press but may vary and our current selling prices will be advised at the point of enquiry on telephone bookings and confirmed on our confirmation invoice. All price promises in this brochure and on our website relate to full-priced holidays only and not to any non-brochured/late availability discounted holidays. Please note that early booking offers, child reductions and other offers/discounts may be changed or withdrawn at any time and may not be available at all in future editions.
a) Price Amendments and Surcharges
i) Before you have booked: We reserve the right to increase or decrease prices of unsold holidays at any time, for reasons including for example (but not limited to)the correction of errors in previously published prices; significant changes in currency exchange rates; fuel cost increases or other airline or other transport providers’ changes to our contracted costs; UK or overseas government action on taxes, staff employment or other costs included in your holiday; other cost increases of which we were unaware at the time of publishing this brochure/website.
ii) After you have booked: Once you have completed a booking and a confirmation invoice has been issued, we guarantee that absolutely no surcharges will be applied thereafter to the holiday cost.
b) What the price includes
c) What the price does not include
Due to circumstances beyond our control, airlines may cease to operate on certain routes, which may have an effect on the brochure price, and we reserve the right to pass on any extra costs that may become due. Increased security measures may cause airlines to introduce an additional security tax and this will be added to your holiday if and where applicable.
Amendment fees - see clause 5a) ‘If you change your booking.
d) Insurance - IMPORTANT
We strongly recommend that, once you have confirmed your holiday, you arrange your travel insurance. On that basis we would like to introduce our house provider, MPI Brokers. Travel insurance is essential on any holiday and particularly so for Lapland and it is a condition of booking that you have travel insurance offering at least the same or better cover as that offered by MPI Brokers, details of which can be viewed on our website at https://www.santaslapland.com/travel-information/family-insurance/. The policy does not cover non-UK residents. No liability will be accepted for anyone travelling without adequate travel insurance. Insurance policies usually specify the maximum amount covered in the event of any loss or damage, most do not cover mobile telephones and some may have exclusions for certain “extreme” sports and driving powered craft such as snowmobiles. Please note that many policies offered free by banks or credit card companies do not cover extreme sports in their standard cover. Should you opt for an alternative policy that does not satisfy this, we will not be held liable for any costs, expenses or damages incurred and we therefore suggest you check the limits of your chosen policy. We cannot accept any liability for guests not taking our recommended insurance who incur costs and liabilities normally covered by our policy, which includes cancellation, curtailment and expenses resulting from a delayed journey to/from resort, repatriation and the activities in our Lapland programmes. Any alternative policy must not expire until after the return date to the UK and we recommend that you arrange your insurance at the same time as confirming your booking.
e) Discounted Holidays
We reserve the right to sell holidays at a discount and you may therefore share accommodation with guests who have paid a lower price. You will not be entitled to any refund or difference in cost in any circumstances in the event that a holiday that you purchased is subsequently discounted within the same season or at short notice. Late bookers paying discounted prices are likely to occupy the least attractive rooms and have little choice of accommodation. Discounted holidays are sometimes available for unnamed accommodation. Before booking such a holiday you should ensure that you would be happy to stay in any of the properties featured in our brochure or on our website.
In the event of a complaint regarding any aspect of a ‘discounted holiday’ (i.e. one sold with a non-brochured discount), we reserve the right to take account of this discount when assessing any compensation or goodwill payment in response to such complaints.
f) Travel Agent Bookings
If you book through a Travel Agent they will act to pass information from you to us and vice versa. They will also receive payment from you for the holiday. All monies you pay to the Travel Agent are held by them on our behalf at all times. Any advice given to you from your Travel Agent which is not based on advice given to them by Santa’s Lapland is their responsibility. In these circumstances we do not accept liability if incorrect advice is given to you by your Travel Agent.
Our holidays may appear on websites operated by Travel Agents or other third parties. We have absolutely no control over the contents and practices of these websites and accept no responsibility for them, including travel agency websites, and you access and rely upon these solely at your own risk. We accept no responsibility for the contents of and practices of any third party websites, including suppliers own websites, such as hotel pages. It is important to remember hotels may feature rooms on their website that are not available through tour operators or are named differently. You should therefore not rely on any descriptions you view which are not on the Santa’s Lapland website or in our brochures.
4 ALTERATIONS OR CANCELLATION OF THE BOOKING BY US
We will always do our best to accommodate any changes that you need to make to your confirmed holiday arrangements, so do let our Pre-Departure Guest Services Team know if there’s anything we can help with. Where we can meet your request to make a change to your booking, we will send you a revised confirmation invoice to confirm this.
Cost of Changes - Prior to departure, any cancellation of pre-booked items will incur an administration fee of £25 per person.
a) Name or flight changes
No charge will be made for name changes within 14 days of the first confirmation. Thereafter, a charge of £15 (£25 if tickets have been issued) will be made for each name change.
Other amendments will attract a charge of £35 per person. Please note all changes requested within 10 weeks of departure will attract cancellation charges (see below). The only exception is where the change is to substitute a party member where that person is prevented from taking their holiday. For the purpose of this contract, we define “prevented” to be death, accidental injury, illness, witness summons, redundancy of yourself or travelling companion or the death, accident or serious illness of a close relative. In this situation, that person may transfer their booking to someone else provided we are notified not less than 7 days prior to the scheduled departure date. Should the number of persons travelling change, the price will be recalculated on the basis of the new party size. Any increase in price per person payable as a result of a part cancellation (e.g. an under-occupancy charge in any accommodation) will be indicated on the revised invoice.
b) Cancelling any part of your booking
We really hope that you don’t have reason to cancel your holiday arrangements with us, but if you do, we ask that you let us know immediately by email: email@example.com, or by post to: Pre-Departure Guest Services, Santa’s Lapland, Mountain House, Station Road, Godalming, Surrey, GU7 1EX. Cancellation charges will be calculated as per the below from the date your written notification of cancellation is received by us. If you cancel prior to the scheduled date of departure, you will be liable to pay the cancellation charges set out in the table below. The term "total holiday cost" in the table means the total holiday cost for all persons cancelling and shown on our invoice and includes extras such as optional adventures etc.
If you contact us but seek to refuse all three contracted options above, we reserve the right to cancel your holiday at that time and refund all monies paid and received by Hotelplan Ltd.
|Period before scheduled departure
date when your cancellation
notification is received
expressed as a %
of total holiday cost
|70 days or more||Deposit and insurance|
|28 - 69 days||60%|
|22 - 27 days||80%|
|0 - 21 days||100%|
|Departure date/no show||100%|
Please be aware that if one member of your party wishes to cancel, this may mean that the accommodation booked will be under-occupied and result in the other members having to pay any additional applicable supplements or child discount changes to retain the booking. If you choose to cancel your holiday on the day of departure due to circumstances beyond our control, e.g. as a result of an extended flight delay, no compensation or refunds will be payable by ourselves and any such claims should be forwarded to your insurers. Insufficient snow or ice in resort is not considered a reason to cancel and our suppliers will do their best to include other activities to replace those dependent on weather conditions
c) If you change the arrangements whilst on holiday
If you wish to make any changes to the arrangements we have been contracted to provide, whilst on holiday; for example, upgrading your accommodation, extending or reducing your holiday duration, all such requests will be subject to availability and any extra costs, including cancellation charges, must be met by you and paid locally. As this alters the basis of your booking contract, it is essential such changes are arranged through us in writing, either with our local representative/agent, area office or, if this is not possible, our head office in the UK.
5 ALTERATIONS OR CANCELLATION OF THE BOOKING BY US
We produce our brochures a considerable time in advance of the 2018 season, and so not all contracts for accommodation, flights and other travel services will have been finalised at the time of going to press. If, when these contracts are finalised, there is any change to your holiday arrangements which we regard as significant, our Pre-Departure Guest Services Team will notify you as soon as is reasonably possible. Although confirmation and subsequent invoices will show the latest route timings, these will not be confirmed until your e-tickets are sent and occasionally may change after this due to circumstances outside our control.
a) Alterations before your holiday
Any changes that we are required to make will typically fall into one of the following categories, with compensation for Major Changes applicable as per the table below, subject to “Compensation payment exceptions” below.
Minor Changes - examples of minor changes include change of airline, flight time by less than 12 hours; routings, aircraft type or overseas arrival airports, luggage allowance on flights (including luggage allowance changes if carried changes) room type changes, loss of facility in room type/accommodation booked and any other change not specified under Major Changes below.
Major Changes - examples include change of UK airport (excluding a change of London airport or a change between Gatwick, Heathrow, Stansted and Southampton airports), transportation method, resort, time of departure from the UK delayed by more than 12 hours, accommodation of a lower official classification, cancellation of holiday.
These changes are only illustrations and there may be other significant changes which constitute major changes. If we alter your booking in any way which amounts to a major change as defined above or if we cancel the original booking within 70 days of the scheduled departure, you will have the option to:
(i) accept the new holiday arrangements offered by us, or
(ii) purchase another holiday from us (if available), at the current selling price, or
(iii) cancel your holiday with us altogether and receive a full refund of all monies paid and received by Hotelplan Ltd.
You must advise us which option you wish to accept within 7 days of notification. If you do not contact us within 7 days, we will assume you have chosen to accept the alternative holiday arrangements offered. Whichever option you choose, you will be entitled to compensation as outlined in the table below, subject to “Compensation payment exceptions” in clause 5(b).
If you contact us but seek to refuse all three contracted options above, we reserve the right to cancel your holiday at that time and refund all monies paid and received by Hotelplan Ltd.
|Period before scheduled departure within
which a Major Change or booking cancellation
is notified to you or your travel agent
per paying person
|More than 70 days||Nil|
|43 - 70 days||£15|
|29 - 42 days||£25|
|15 - 28 days||£30|
|0 - 14 days||£40|
b) Compensation payment exceptions
Compensation payments or refunds will not be made where cancellation or change is due to unusual or unforeseen circumstances beyond our control known as “force majeure” such as but not limited to: war or threat of war, riots, civil strife, terrorist activity, industrial disputes, government actions, natural or nuclear disasters, epidemics, health risks, fire, technical problems with transport, adverse weather conditions affecting resort access and/or operation, closure or congestion of airports, stations or ports, cancellations or changes of schedules by carriers due to adverse weather conditions; or where we cancel the holiday as provided for in clauses 3h) above and 5d) below. Compensation will not be paid to adults or children travelling on a free place and will be paid on a pro-rata basis of the adult rate where children have received a reduced rate. These compensation payments do not apply to discounted holidays.
c) Prompt Assistance in Resort
Please do let our team know if there is anything they can assist you with during the course of your holiday with us. They will provide you with a welcome pack on arrival that contains the telephone number for your Resort Representative, as well as any applicable visiting hours.
d) Your Conduct
We reserve the right to refuse to accept a booking or to cancel, without further liability by us, an existing holiday booking of any prospective guest (and connected party members who are unable or unwilling to retain their bookings after applying any consequential price adjustments), if in our reasonably held opinion or the opinion of any person in authority:
i) you behave either during the process of booking or subsequently on holiday, in an excessively aggressive, antagonistic, abusive or threatening manner towards any member of our staff or the company, our suppliers or other guests, or
ii) there has been unacceptable conduct of any kind related to any previous booking with the company, or
iii) there is outstanding financial liability to Hotelplan Ltd, regardless of whether or not the company is on notice of any set-off or counterclaim, or
iv) we believe, due to health and safety reasons, that you or any of your party are unable to continue the holiday without assistance and care, which our suppliers or ourselves are not reasonably qualified to deal or assist with. In those circumstances, we will endeavour to assist you with returning home.
The right of cancellation in (ii) and (iii) above shall be exercised with reasonable advance notice where practicable.
6 YOUR FINANCIAL PROTECTION
The air holidays and flights in this brochure are ATOL protected and our ATOL number is 0025. ATOL stands for Air Travel Organiser's Licence and is a financial protection scheme backed by the UK Government for all holidaymakers booking an air-inclusive package or a flight only. By law, every UK tour operator which sells air holidays and flights is required to hold an ATOL. If a tour operator with an ATOL ceases trading, the ATOL scheme protects customers who had booked holidays with the firm. Your holiday price includes the ATOL Protection contribution (APC) we pay to the CAA. This money creates a fund that is used by the CAA to protect consumers. For more information on ATOL, please visit www.caa.co.uk.
Santa’s Lapland will automatically provide an ATOL Certificate when an eligible ATOL protected holiday is booked with us. In accordance with the CAA regulations this certificate will explain exactly which elements of your holiday are protected if an ATOL-protected tour operator fails.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative AOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
All customers travelling on a package holiday with Santa’s Lapland are protected under the ABTA scheme and our ABTA number is V4871. For more information please visit www.abta.com. Our ABTA Bond provides financial protection, in the event of our insolvency, for the money you have paid and that has been received by us for your holiday and for your repatriation.
7 OUR LIABILITY TO YOU
We accept that sometimes things do not go entirely to plan and so will accept responsibility for the package holiday arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these Booking Conditions, if we or our suppliers perform or arrange your contracted package holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description directly arising out of the package holiday services if it results from:-
(i) the act(s) and/or omission(s) of the person(s) affected;
(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(iii) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(iv) an event which neither we nor our suppliers could reasonably have foreseen or forestalled, even with all due care.
In addition, we will not be responsible (i) where you do not enjoy your package holiday or suffer any problems due to something about which you did not tell us when you booked your holiday and where the problems you suffered did not result from any breach of our contract or other fault of ourselves, our suppliers or agents, and (ii) where any losses, expenses, costs or other sum you have suffered relate to any business or profession.
Please note, we cannot accept responsibility for any services which do not form part of your package holiday contract. This includes, for example, excursions and any additional services or facilities which any other operator or supplier agrees to provide for you which do not form part of your package holiday.
In respect of travel by air, sea and rail, our liability will in all cases be limited accordance with and/or in an identical manner to the limitation of damage provisions as set out in the appropriate Conventions, which include:- The Athens Convention, The Montreal Convention and the Berne/Cotif Convention. Copies of all such terms are available on request from us.
a) Under EU law you have the right in some cases to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delays to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines If the airline does not comply with these rules, you should complain to the Civil Aviation Authority on 020 7379 7311 www.caa.co.uk. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. Your right to a refund and/or compensation from us is set out in clause 5.
If you have booked any optional adventures, special tours, excursions or other services which do not form part of your holiday contract and these are unavailable due to adverse weather conditions or other circumstances beyond our control, claims should be made under your own travel insurance policy. No refund will be given should you choose not to take part in any of the above once you are in resort. Please note refunds will not be made for any unused portion of your package holiday travel or accommodation arrangements which is not attributable to any failure on our part or the part of our suppliers to provide these services.
Some properties include un-advertised facilities such as a TV or kitchenette in the room, which may be disconnected or otherwise out of service. No refund or compensation is payable for the non-availability or non-operation of any such property facilities which are not advertised by us and do not form part of your package holiday contract.
c) Anti-social behaviour/bullying
We want all of our guests to enjoy their holiday with Santa’s Lapland. However, in the event that an accommodation owner or manager, Santa’s Lapland employee or supplier’s representative or any other person in authority consider it necessary to terminate your holiday arrangements, we will accept no responsibility or liability for making alternative arrangements for accommodation or repatriation nor for covering any costs you may incur. These decisions are of course not taken lightly and will usually be as a direct result of your anti-social behaviour or verbal or physical abuse or bullying of our staff, our suppliers or other guests. With that said, we accept no responsibility for any inconvenience or upset caused to you by the actions or behaviour of other guests. This also applies if, in the opinion of the carrier, you appear unfit to travel or you appear likely to cause disturbance or danger to any other passengers. Action will be taken in any such event, which may include terminating an abusive telephone call in the UK or, if the behaviour occurs overseas, calling the police and/or terminating the holiday. No compensation will be payable for the cancellation or early termination of a holiday due to such behaviour, or for cancellation or early termination of the holiday arrangements of connected party members who cannot continue their arrangements without the person affected.
d) Resort development & noise
If we are informed of any building works at or in close proximity to your accommodation that may in our reasonable view significantly affect the enjoyment of your holiday, we will do our best to forewarn you about it prior to your departure. Please note that such works may not be carried out by the providers of the accommodation featured in our brochure, and may be outside of their control. We would urge you to read the resort and hotel descriptions carefully to identify sources of noise which might exist or might be expected to exist, i.e. roads, bars, discos, etc. However, it is impossible to predict noise created by individuals, machinery or traffic, i.e. temporary noise disturbances. Live music/noise from bars which are adjacent to or part of any properties we feature may extend their opening hours, especially on public holidays, and opening times may differ from those published. We will not always be aware of all/any works or festivities occurring in your resort, and therefore will be unable to advise you before you travel. Equally, if a lift office or tourist board deem it necessary to amend, cancel or change facilities or services offered, that is done entirely at their discretion, nor ours. No refund or compensation is payable for any non-operation of any property facilities that have not been advertised by us or if you choose to upgrade your accommodation in resort with the supplier.
e) Optional Adventures - Snowmobiles, husky rides etc
Any arrangements that you may choose to book or pay for in addition to your package holiday either at the time of booking, before departure or whilst you are on holiday do not form part of your package holiday provided by us. For any activity, excursion or adventure not booked as part of your package holiday, your contract will be with the provider of the activity, excursion or adventure and not with Hotelplan Ltd. Where you have booked an activity, excursion or adventure before departure or in resort we act as a Booking Agent for the provider of the activity, excursion or adventure. We are not responsible for the provision of the activity, excursion or adventure or for anything that happens during the course of its provision by the provider. Please note this includes all sporting activities including hazardous activities. It is your responsibility to act with due care at all times and to be insured to the levels reasonably required for your circumstances and the activity concerned.
8 YOUR LIABILITY TO US
The accommodation we have booked on your behalf is available for use only by those persons included on the booking, unless otherwise agreed by us in writing prior to departure from the UK. We have a duty to ensure that guests do not suffer damage caused by preceding guests, so it is a condition of booking that whilst on holiday you are responsible for any damage caused to your accommodation or other facilities or equipment you use (i.e. damage to snowmobiles, sleighs etc.) except by persons not known to you or us and unconnected with the contract between us. We appreciate that normal usage causes wear upon furniture, fixtures and fittings and this is always taken into consideration, but actual damage caused by guests, either by accident or negligence, must be paid for. You are responsible for meeting any charges levied by the owner, provider or Hotelplan Ltd to rectify such situations. If the cost is not known an estimated cost must be paid, and any overpayment will be reimbursed when actual costs are known. Similarly, in the event that the estimated cost falls short of the actual cost, we reserve the right to request the balance from you and will require you to give a signed undertaking to reimburse Santa’s Lapland with the difference within 21 days of your return to the UK. If no payment is made in resort, you will be required to give a signed undertaking to reimburse Santa’s Lapland within 21 days of your return to the UK. You may be denied boarding of the homebound aircraft in the event of an unreasonable refusal either to pay in resort or give such an undertaking. Party leaders are responsible for their groups.
9 COMPLAINT RESOLUTION
We want all our guests to have an enjoyable holiday, however if you are dissatisfied please bring your complaint to our attention as soon as possible to the relevant person. For example, our Resort Representative/agent and the relevant provider whilst you are on holiday. Your Representative’s contact number and any applicable visiting hours will be provided in your Welcome Pack and/or in your accommodation. We will do everything reasonably possible to resolve your complaint during your trip. If you remain dissatisfied, then please complete a Guest Service Report form with your Representative. It is sometimes difficult, if not impossible, to investigate a complaint if it is not raised in resort and failure to follow this procedure may affect your rights under this contract. We want to know if any issues remain unresolved, and would ask that you let us know within 21 days of your return.
You can do this by calling, emailing or writing to our Post-Departure Guest Services Team using the details below.
Email: firstname.lastname@example.org, Telephone: 01483 791948.
Our opening hours are: Monday – Friday 08:30 – 18:00, and Saturday 09:00 – 17:30.
Please quote your booking reference and send any supporting documentation such as receipts and photographs you would like us to consider when resolving your complaint, as this information may also help with the speed of our investigation.
As members of ABTA (membership number V4871) we operate In accordance with the ABTA Code of Conduct and, if we cannot resolve your complaint, can offer you ABTA’s scheme for the resolution of disputes via www.abta.com.
10 SPECIAL REQUESTS
We will pass on any special requests made to us in writing and try to meet them but cannot guarantee to do so. Your special request will be shown on your confirmation invoice to signify your request has been made, but this is not an indication that it can or will be fulfilled. Special requests do not form part of our package holiday contractual agreement and we will have no liability if they are not met.
This contract is governed by the laws of England and Wales and exclusive jurisdiction is conferred on the English and Welsh Courts. No Hotelplan Ltd UK or overseas employee in our resorts has the authority to vary these terms and conditions or the information within this brochure or on our website, or any of our company literature, either verbally or in writing, nor can they enter into verbal agreements with our guests.
12 ACCURACY OF BROCHURE/WEBSITE INFORMATION
To the best of our knowledge the information contained in this Main Edition brochure and the website is correct at the time of publication. However, we reserve the right to make changes after publication and will advise you of any changes which we consider significant at the time you book your holiday or when they are known to us.
Facilities such as a lift, log fire, pool, sauna, steam-room, hot-tub, TV/DVD player or other leisure facilities contracted through us as part of your package holiday arrangement may become unserviceable during the season. If these are important to your package holiday enjoyment, please make this known to us at the time of booking and confirm to us in writing. If we are informed that there have been any changes to such facilities, and you have alerted us, in writing, to the fact that they are important to your booking, we shall do our best to advise you but we shall not be obliged in such circumstances either to provide the facility or to compensate for its absence. As facilities offered in our partner hotels or Santa’s Christmas Cabins are not owned by Santa’s Lapland, we have no control over their operation and are rarely given notice should such facilities be withdrawn, suspended, curtailed or moved.
Early season holidays particularly, and potentially other dates, may sometimes be affected by the closure of certain resort facilities such as some lifts, swimming pools, saunas, bus or public transport services, shops, bars and/or restaurants due to maintenance/refurbishment, poor weather conditions, lack of tourists/guests or the operator decides to cancel the event or programme or offer a ‘scaled down’ service at its discretion. As such resort facilities and programmes are not owned by Santa’s Lapland, we have no control over their operation and in many cases are not given notice of their closure. We cannot accept any responsibility should such facilities or activities be withdrawn, curtailed or moved at any times and we may also not be in a position to notify you of such a change.
13 TRAVEL ARRANGEMENTS
In order to keep you informed of flight or transfer delays, etc., we may send auto-generated text messages to your mobile which may mean that you incur a charge from your service provider. Your mobile number will not be used for marketing purposes. When completing your Advanced Passenger Information (API), we will ask you for a mobile telephone number that we may use in the event of delays to our travel arrangements, so that we may keep you as informed as possible. If you wish to be kept up-to-date with such information, please provide us with a mobile telephone number that will be switched on at such times. If you have booked through a Travel Agent and they enter their own telephone contact details, in doing so they assume responsibility to act as a conduit of any information received from our Text Message service and pass any such information on to you.
All flight arrangements are made under our own Air Travel Organiser’s Licence number 0025. When you travel by air, land or on water, the relevant carrier’s Conditions of Carriage will apply to your journey, some of which may limit liability, as set out under ‘Our Liability to you’. All land and air travel arrangements, airlines, aircraft types, timings, routings and arrival airports are provisional until confirmed with our e-tickets and may change after this due to circumstances beyond our control.
Operational decisions may be taken by carriers and/or airports and other such authorities, resulting in delays, diversions or re-scheduling. As this is not within our control, we cannot accept liability for such situations. We reserve the right to substitute airlines/aircraft and make any necessary alteration to your travel arrangements, including a change of airport and method of carriage, to enable us to fulfil our package holiday promise to transport you to and from the resort or your UK departure airport. We are also obliged to bring to your attention the existence of a “community list” of airlines that are banned from operating within the EU. To view it go to www.europa.eu and search on banned airlines.
Pregnant women are usually eligible to fly up to the 28th week of pregnancy on the date of return travel, but as this may vary, please check beforehand with both your doctor and the relevant airline. Children under 2 years of age on the return date of travel must sit on a parent’s lap and are not entitled to a luggage allowance or catering. Civil Aviation Authority regulations dictate that a child of 2 years or older on date of return travel must have its own air seat, and will otherwise be denied boarding by the airline. Such a child must be booked and priced accordingly for the entirety of the holiday.
Seating families together on the aircraft cannot be guaranteed in all cases although cabin crew will do their best. Clearly, when a flight is full for example, it may be physically impossible to seat every single family as they would wish.
Light refreshments or a meal are not included on flights, although our partner airlines offer a ‘Buy-on-Board’ light refreshment service, or if preferred you can purchase refreshments at the airport prior to boarding. We cannot guarantee that the ‘Buy-on-Board’ service will be available or that the airline will cater to special dietary requirements.
b) Flight Changes, Delays and Diversions
In the unlikely event of a flight delay, the airline will endeavour to keep you informed and provide you with refreshments and or meals in accordance with their obligations under the EU Denied Boarding Regulations (copies will be available at the airline counter) where it is operationally feasible to do so. In the event of extended delays, we will endeavour to make arrangements for overnight accommodation for you, though this cannot be guaranteed, and will depend upon local availability. You will be responsible for any accommodation costs as these cannot be borne by Hotelplan Ltd and you should be able to reclaim the costs against your insurance policy. If your flight is delayed due to reasons of force majeure such as weather conditions (either in the UK or overseas), industrial action, natural disasters, closure or congestion of airports, etc., we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. You should ensure that your own travel insurance policy provides a reasonable level of cover for such events. If you consider that you have a claim under EC261/2004 regulations in the event of a flight delay or cancellation you should approach the airline concerned, not Santa’s Lapland, as these regulations apply to airlines not tour operators.
Santa’s Lapland cannot offer compensation for inconvenience or loss of holiday time caused by flight delays, flight diversions or curtailment regardless of how caused. Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package holiday resulting from flight changes, delays or diversions which should be claimed on your own insurance policy.
Very rarely we may be forced by, for example, adverse weather conditions or road closures (not necessarily in your chosen resort) to make alternative arrangements and in the interests of safety for your outward and/or return journey (generally at the point of flight departure and dependent upon availability of local facilities), the cost of which, if not covered by the airline, must be claimed on your own travel insurance. In such circumstances we will endeavour to provide reasonable assistance with alternative arrangements, but you will not be entitled to additional compensation.
If you are using connecting or internal flights to join our flight and experience a delay, we ask that you telephone us to inform us of your amended travel arrangements. Relevant contact details can be found on our website in the Pre-Departure Information. Please note that we do not accept responsibility in the event of any delay to, or if you miss, connecting flights or other services that have not been booked through us. If you are booking connecting flights we would recommend that you purchase a ticket that may allow a degree of flexibility in the event of any delay or change to your advertised flight timings. If your flight is delayed resulting in late arrival in resort (i.e. after 9pm) you will usually be offered a cold plate or reduced menu on arrival.
On your return journey to the UK our obligation, particularly in a force majeure situation, is to provide transportation back to your original UK departure airport. To do this we reserve the right to substitute airlines/aircraft and make any necessary alteration to your travel arrangements, including a change of method of carriage. Return flights may be arranged to an alternative airport in the UK with onward surface transportation to your original airport. In such circumstances transportation costs will be met by Santa’s Lapland but we will not be held responsible for the provision or cost of meals, telephone calls, additional parking or homeward transportation expenses. Please note that we will not accept responsibility for travel arrangements you choose to make yourself and in no circumstances will we accept responsibility for loss of earnings or professional fees.
c) Baggage and Baggage Allowance
The baggage allowance for our flights as advised with your flight e-tickets (normally 15-20kgs per person, excluding infants) must not be exceeded in any circumstances, or check-in staff may levy excess baggage charges or be unable to place your luggage on the flight. All your belongings remain your responsibility at all times and Hotelplan Ltd will not be held responsible for any items being mislaid, loaded onto wrong coaches, left behind etc. It is normally your responsibility to manage your baggage at all times including its transfer on and off transfer vehicles and to and from hotel rooms and Christmas Cabins. No liability is accepted for misplacement of items, leaving items/luggage behind or mistaking someone else’s luggage for your own or another guest/person taking your luggage off any transfer, believing it to be their own or otherwise. Hotelplan Ltd accepts no responsibility for luggage lost or damaged by the airline or airport baggage handlers, and if this occurs, you should contact the airline or airport directly and use your travel insurance for any resulting claim. Baggage allowance may change if your carrier changes.
14 ADDED ON EXTRAS
(a) Your Contract
When making your booking of ‘extra services’ (such as excursions) we will arrange for you to enter into a contract with the supplier/principal of the extra services in question (the “Excursion Provider”) named on your receipt or confirmation invoice. When we on behalf of the Excursion Provider issue a written confirmation to you, this signifies that the Excursion Provider has entered into a contract with you. Please Note: we will be acting as an agent in the sale of such extra services regardless of whether those extra services’ are purchased via ourselves or one of our in-resort representatives. The information that we provide in our brochure, on our website and in resort has been provided by the Excursion Provider.
As an agent we accept no responsibility for the acts or omissions of the Excursion Provider or for the services provided by the Excursion Provider. The Excursion Provider’s terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
If you are not entirely satisfied with the Service, you should contact the Excursion Provider immediately and attempt to resolve the problem on site during the holiday. This is very important, as it gives the Service Provider the opportunity to understand the nature of your concern, and respond quickly and effectively. Claims that have not been registered with the Excursion Provider or with us as soon as possible during your holiday cannot be accepted. The Excursion Provider should be given the opportunity to rectify a situation. Please help the Service Provider to help you by following this procedure. If after that you still feel that the problem has not been resolved to your satisfaction, you should within 14 days of the end of the holiday put comments in writing to us. Where it is not possible to resolve the concern directly with the Service Provider, you should contact our Resort Representative for assistance.
If you fail to follow this simple complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result. We will endeavour to assist in resolving any dissatisfaction but do so purely on a goodwill basis and without any responsibility for any complaints or claims.
b) Cancellation and Amendment
Should you wish to change or cancel any booking of extra services, you should send your request to us in writing, by email or post. Your request will take effect from the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Excursion Provider of your extra services. The Excursion Provider may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the extra services and will normally increase closer to the date of departure.
In addition we may ask you to pay an administration fee of £25 per person for any amendments. You will be notified of the exact charges at the time of amendment or cancellation and it is recommended that you contact us prior to amendment or cancellation in order to confirm the charges applicable.
c) Changes or Cancellations by the Supplier/Principal
We will inform you of any changes or cancellations made by the Excursion Provider as soon as reasonably possible. If the Excursion Provider offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the Excursion Provider is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the Excursion Provider under your contract with them.
d) Our Responsibility for Your Booking
Your contract is with the Excursion Provider and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the extra services. Our responsibilities are limited to making the booking in accordance with your instructions, and taking payment on behalf of the Excursion Provider. We accept no responsibility for any information about the extra services that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission earned in relation to your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
15 VISAS, PASSPORTS AND HEALTH
The party leader is responsible for ensuring all party members are in possession of a valid passport (a full 10 year passport in the case of British Citizens over the age of 16 on return date). British Citizen children under 16 years old and not already on a parent’s passport valid for the dates of travel, must have their own passport. Your specific passport, visa and immigration requirements, including any minimum required validity period beyond holiday dates, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Hotelplan Ltd accepts no liability if you cannot travel or re-enter the UK due to non-compliance. Your passport and any travel documentation you arrange must show the same surname and initials. If these details change between making the holiday reservation and departure from UK, you should have the travel documentation changed. If you don’t have time, please carry the appropriate documentation, such as a marriage certificate, with you.
Full details of entry and stay requirements, visa and travel advice to your particular destination and for any travel information/restrictions, visit the foreign office website at www.fco.gov.uk/travel and the passport office website at www.gov.uk/government/organisations/hm-passport-office for passport information.
You are advised to obtain the Department of Health leaflet ‘Health Advice for Travellers’ at www.dh.gov.uk. You must also take with you your European Health Insurance Card (EHIC). Apply online at www.dh.gov.uk/travellers or by telephone: 0845 606 2030. You should take your EHIC card with you on holiday. Please be advised that the EHIC is not a replacement for fully comprehensive travel insurance, which you are required to take as outlined in these booking conditions. Please note that standards of healthcare and facilities may vary from one country to another and may not reach the same level as that enjoyed in the UK. If you have a pre-existing medical condition, you must inform your insurer and it is your responsibility to ensure that you have sufficient medication for your trip and you know how to administer it.
Special Needs: If you have any special requirements it is essential you bring these to our attention at the earliest opportunity and before choosing your holiday. It is therefore important you provide us with written details of your requirements in order that we can help you find a suitable holiday. When booking excursions or events in resort, you should ensure that the excursion or event that you have chosen is suitable and that the provider is made aware of any special requirements that you may have, in order that they may make an informed decision as to the suitability of the excursion or event for you.
16 TRAVEL GUIDANCE
The Foreign & Commonwealth Travel Advice Unit may have issued guidance on your destination. You can check through the ABTA Consumer Affairs information line on 020 3117 0500 or at www.fco.gov.uk/knowbeforeyougo.
17 PHOTOGRAPHS and DATA PROTECTION POLICY
Santa’s Lapland staff, professional photographers or other guests will occasionally take photographs or videos, which may include adult or child guests from your family, for use in future brochures, websites or other marketing material. Unless you have advised us in writing that you do not wish your or your child’s image used in this way, no liability for the use of such photographs will be accepted by Hotelplan Ltd. (Note that for your security, names or other details are never attached to such photographs.) Please note that we accept no liability where photographs or video footage has been taken by another guest and distributed independently by them or any other third party not associated with Hotelplan Ltd, for example on various social media.
Guest comments taken from questionnaires or other correspondence are occasionally used in the brochure and website, with the name of the family concerned, to give a ‘guest’s eye view’ of our holidays. Unless you have advised us in writing that you do not wish your comments to be used in this way, no liability for the use of such comments will be accepted by Hotelplan Ltd.
In order to process your booking and to ensure your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name, address, any special needs/dietary requirements etc. We will not pass any information on to any person not responsible for part of your travel arrangements and we take full responsibility for ensuring that proper security measures are in place to protect your information. We must however pass the information on to the relevant suppliers of your holiday arrangements, such as hotels, transport companies etc. This information may also be used for future communications from Santa’s Lapland, (including for example the use of names and contact details for brochure mailings and e-newsletters) and it may also be provided to security and checking companies and public authorities such as customs/immigration if required by them or as required by law. If you do not agree to any or all such uses, you must advise us as soon as possible by registered post. We do not share any information with third parties but we would like to hold your information, where collected by us, for our own future marketing purposes (for example to inform you of promotional offers or to send you brochures from other Hotelplan Ltd products). If you do not wish to receive such approaches in the future, please inform us as soon as possible. Please note: Telephone calls may be monitored for training purposes.