1.RESERVATIONS

Confirmation of reservations is in all cases subject to acceptance of the following Terms and Conditions. No booking can be
regarded as firm until confirmation is received. The person making the booking must be 18 years of age or over and in the event that all members of the party travelling are under 18 it is necessary to seek prior acceptance of the booking from the accommodation involved. Pollensaholidays.com referred to as the company from now on, expects the customer to act in good faith should they discover a suspected error in pricing on our website prior to placing a reservation. The company will not automatically accept liability should a booking be made online where it is reasonable to say a customer should have suspected a pricing error. In these circumstances the booking may be refused, any confirmation issued regarded as invalid and the property involved advised accordingly.

2. DESCRIPTIONS

Our descriptions are prepared in good faith, often many months in advance, and believed to be correct at the time of publication. There may be occasions when an advertised facility is not available but as we do not own or manage the hotels or certain apartments featured, we have no direct control over the day to day running of the property. Certain facilities may require refurbishment or maintenance, e.g. swimming pools, and amenities or activities can be cancelled or curtailed due to lack of demand or weather conditions. Whilst we will notify any changes wherever possible, we cannot accept liability for the
unavailability, temporary or permanent, or any facility not under our direct control. The periods of operation of air conditioning/
central heating are at the discretion of the establishment and cannot be guaranteed. The availability of children’s clubs and activities are run by a specific tour operator and available to their clients.  Where Satellite TV is provided, we cannot guarantee which channels are available unless specifically named although at least one English channel is normally available.

3. APARTMENTS &  VILLAS

Self-Catering apartments are rated by local tourist authorities. These ratings bear no relationship to UK ratings and serve only as an indicator, the price paid for the accommodation being a more reliable guide, subject of course to seasonal variation.
Most of our properties offer swimming pools, sunbathing terraces and maid service, sporting facilities and other amenities more usually found in hotels. Studio apartments are a living room which doubles as a bedroom at night, either with a double bed settee or more usually folding/ convertible bed/beds.  One, two and three bedroom apartments are in effect studio apartments with additional bedrooms.  Maximum occupancy is shown on property web page.
Obviously, more people means less space. All apartments have, as a minimum, a private bathroom with shower or shower or bath/wash basin/ wc, and a kitchen or kitchenette with refrigerator and sufficient facilities to prepare snacks and hot drinks.  Sufficient basic cutlery and utensils for the expected number of occupants are supplied.  Hand and bath towels are supplied. Maid service varies from weekly, where an apartment is cleaned and prepared prior to arrival and at weekly intervals thereafter.   Maids carry out general cleaning, which includes sweeping floors, dusting, cleaning bathroom, removing rubbish and replacing towels and linen in accordance with frequency usual in the establishment. They do not wash dishes or make up beds.

4. DAMAGE AND BREACKAGES

Clients are responsible for the costs of rectifying any damage or deficiency arising from their occupancy and some properties ask for a key/damage deposit, which is refundable where appropriate, on departure. It is important therefore, that any damage or deficiency noted on arrival is brought to the attention of the local agents or reception as soon as possible.  We will advise of known deposit charges at time of booking.

5. SAFETY DEPOSIT BOXES

Safes are available for hire, or on payment of a deposit at some hotels and apartments.  We strongly recommend that clients avail themselves of this service if available.  Losses overseas require hours spent making Police reports at the resort and time spent making insurance claims on return to the UK, the end result often being that only part of the valuable of the lost goods is recoverable.
                                                                      
6.  NUMBER OF NIGHTS IN THE ACCOMMODATION

The date from which the accommodation is reserved and the number of nights for which it has been booked are shown on the travel documentation. In the case of night flights departing after 00.01 hours, it is usual practice to reserve accommodation from the preceding day, if this is possible, to ensure immediate access on arrival.  Apartments are normally made available from 3.pm on day on the day from which the reservation has been made.  It is standard practice for the apartment to be vacated at 10.00 hours, even though on occasions clients’ flights may not depart until after midnight.  It may be possible for clients to retain their apartment until their departure, but this is a local arrangement with the local agents, subject to availability that may not be known until close to date of return and subject to availability and a charge is usually made.

7. SPECIAL REQUESTS

Allocation of rooms and availability of advertised facilities is at the discretion of the local property agents an a matter over which the company have no control. We will always pass on any requests made by our clients and whilst local managers will try to comply wherever possible NO GUARANTEE CAN BE GIVEN.  If a special request can only be met at additional cost we will try to advise you prior to confirming the property and any extra payment will be collected prior to departure in resort.
UNLESS specifically agreed by us in writing we cannot accept any booking which is conditional on the satisfaction of a Special Request.

8. ELDERLY AND DISABLED CLIENTS

We are happy to make enquiries and provide an opinion about the suitability of particular accommodation for the disabled, elderly etc.  Any advice given in this respect must be confirmed in writing if special requirements a material part of the booking.

9. SAFETY STANDARDS

Standards of safety and hygiene are those of the host country and in occasions may fall short of standards expected in the UK.
The monitoring and enforcement of local regulations is the responsibility of overseas authorities and suppliers. It is important that clients take all reason responsible precautions to protect themselves whilst abroad. Clients are strongly advised to locate fire exits, check the depth of swimming pools where not indicated, if this could cause problems and satisfy themselves of the suitability of items such as high chairs and costs before use.

10  RESORT DEVELOPMENT

Building work and development is as common overseas as it is in the UK.  Although you are on holiday, your chosen destination is not: normal life continues and this may include noise and inconvenience of traffic (above and underground) building or road works. Where we are aware of any such work which could seriously affect the enjoyment of s holiday, we will notify this as soon as possible.

11 PAYMENTS

Full payment is required at time of booking if booking made within 10 weeks of departure.  Out with this period 25% of the total price of the accommodation costs.  Payments by credit card are surcharged presently at 2%.

12  TRAVEL INSURANCE

It is strongly recommended that you effect Travel Insurance at time of booking.

13.  IF YOU WISH TO ALTERATION  A  BOOKING

We will assist with any alteration to bookings where possible.  A £50 charge will be levied where there is a change of date plus the appropriate current rate charged for the accommodation. Where the costs are less no refund will be allowed. Bookings altered within 10 weeks of departure will be subject to cancellation charges. 

14  IF WE HAVE TO ALTER ARRANGEMENT

Every effort is made to maintain arrangements as advertised, but because they are planned many months in advance, changes may occur for reasons which are totally beyond our control.  We reserve the right to substitute alternative accommodation of the same or a superior standard in the same resort should this become unavoidable. Occasionally it may only be possible to offer alternatives of a lower standard or in a different resort in which case compensation may be offered.  You have the choice of accepting the change and any compensation offered or cancelling the accommodation booking and receiving a full refund in respect of accommodation unoccupied without incurring any cancellation charges.  We do not accept any liability for any consequential losses relating to travel or other services provided by other suppliers.

15.  CANCELLATION

If a booking or part thereof is cancelled, we must receive written advices of the cancellation signed, wherever possible, by the person who made the booking and the following charges will apply.
More than 70 days prior to departure          Loss of deposits    25% (normally)
70 – 56 days prior to departure                                                  80%
Cancelled within 56 days of departure                                     100%
Cancellation charges shown as a % of the total cost.
It may be possible to make a claim under your insurance policy depending of cancellation circumstances.

16  ACCOMMODATION    

The accommodation is reserved exclusively for the persons named or numbered on the booking.  Unauthorised occupancy can lead to a whole party being forced to leave the accommodation immediately. In these circumstances re-accommodation is at the additional expense of the client. Certain standards of behaviour are expected by the various communities and clients are requested to observe them. We reserve the right to terminate without compensation the holiday tenancy of any client(s) whose behaviour is causing annoyance or damage to property whether employees, other clients or apartments owners.

17  RESORT REPRESENTATIVES

Our representatives or overseas agents are available to advise and assist in the resort, on request. Their names, addresses, telephone numbers are shown on your travel documentation.  In the event of any difficulties contacting our overseas agents or representatives our office in the UK is open five and a half days per week. Our contact details can be found on your paperwork.

18  PROBLEMS AND COMPLAINTS

In the event of a problem or complaint, this should be brought to the immediate notice of the Hotelier/ Resort Agent. The name and telephone numbers are shown on travel documentation.  This gives the Hotelier/ Overseas Agent concerned the opportunity to try to resolve any problem on the spot and minimise any inconvenience.  It also enables us to monitor the standards of our suppliers to identify and avoid future problems. Most problems are quickly resolved, however, should a problem persist or it is felt necessary to pursue the matter further, or seek compensation, then it is essential that full details are entered into the Supplier’s Complaints Book, or otherwise his Complaints Form or otherwise notified to the Supplier in writing. A copy of these comments should be passed immediately to the Overseas Agents/ representatives and a copy retained.  Our overseas Agents should take immediate action to resolve problems as quickly as possible.  If for any reason you cannot contact the Overseas Agents or representative, our UK office is open five and a half days a week, telephone number and e-mail address to be found on travel documentation.  In the unusual event of a problem remaining unresolved on return to the UK and providing that the correct procedures have been followed, full details together with a copy of the written complaint to the supplier and or the Overseas Agent should be received at our office not later than 28 days after the date of return to the UK.  We will make the necessary enquiries and, whenever possible, respond fully within 28 days. Overseas Hoteliers and Suppliers frequently refuse to entertain any complaints not properly notified in writing at the time of failure to follow the above procedure makes it difficult or impossible for us to pursue the matter or secure compensation where appropriate at a later date.  The company does not accept any liability where our complaint procedures have not been observed or full written details are not received at our UK office timeously.

19.  DISPUTES AND LIMITS OF OUR LIABILITY

In the event of any dispute concerning standards of accommodation or services provided by employees of the company, our liability shall not exceed 100% of the cost of the accommodation and/or services provided.  (Personal injury and death excluded).  We accept no liability for the actions of those concerned with any aspect of holiday arrangements who are not employed by us and over whom we have no direct control.  We accept no liability for consequential losses relating to travel or other arrangements made with other parties.

…………  AND IT IS DIFFERENT

Most people take a foreign holiday seeking sunshine, the chance to see
Different countries, meet different people and experience a different way of Life. In fact the pace of life is something slower, the people have different attitudes and priorities, food and mealtimes may differ from the UK. Shopping Hours and work patterns are different and public services can be less reliable.

Insects such as ants and cockroaches thrive in warmer climates and whilst harmless they can be a nuisance though easily eradicated if brought to the attention of maids or hotel reception. Disruption of electricity and water supplies is not uncommon in some areas and as much use is made of solar panels for heating, lack of sunshine or heavy usage at some times of the day may result in water not being as hot as desired. Again this is a feature of the country as is the apparent lack of urgency in repair work on occasions.

We are the guests in a foreign land and cannot expect them to alter attitudes or habits of a lifetime to suit us, please be patient. However, should any problems not be resolved to your satisfaction, please contact our agents or representatives who will do their best to Improve matters as soon as possible.

Please note that if any part of these booking conditions are found to be invalid or unenforceable. Then the remainder of the Booking conditions will not be effected but will remain valid and enforceable. As disputes are governed by Scottish Law and are the subject to the exclusive jurisdiction of the Scottish Courts.