Booking Conditions

The following Booking Conditions together with the General Information contained on our website form the basis of your relationship with Holidayline (UK) Ltd trading as directline-hotels. Please read them carefully as they set out our respective rights and obligations.

Please note:

We act as agent only in respect of all bookings we take or make on your behalf. We accept no liability in relation to any contract you enter into or for any arrangements that you book or for the acts or omissions of any supplier or other person(s) or party(ies) connected with the arrangements. For all bookings your contract will be with the supplier of the arrangements concerned. The suppliers' booking conditions will apply to your contract. Copies of these terms and conditions are available from us on request.

References to "you" and "your" in these Booking Conditions mean all persons named on the booking (including anyone who is added or substituted at a later date). “We” “us” and “our” mean Holidayline (UK) Ltd trading as directline-hotels.

1. Booking and Confirmation

The first named person on the booking will be the party leader and will be responsible for making all payments due to us. He/she must be at least 18, and be authorised to make the booking on the basis of these booking conditions by all persons on the booking. By submitting a booking, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these booking conditions. If the arrangements you wish to book are available, we will issue a booking confirmation email on behalf of the supplier concerned. The terms and conditions of the supplier, in addition to these conditions, will be applicable to the contract. NB Please note that due to Data Protection laws, we are only permitted to speak to/correspond with the party leader.

CONTACT US IMMEDIATELY IF YOU DO NOT RECEIVE AN EMAIL OR IF ANY INFORMATION WHICH APPEARS ON THE EMAIL OR ON THE SUPPLIER CONFIRMATION OR ANY OTHER DOCUMENT APPEARS TO BE INCORRECT OR INCOMPLETE AS IT MAY NOT BE POSSIBLE TO MAKE CHANGES LATER. AS WE ACT ONLY AS AGENT WE WILL HAVE NO RESPONSIBILITY FOR ANY ERRORS IN ANY DOCUMENTATION EXCEPT WHERE THOSE ERRORS WERE MADE BY US.

2. Payment

As we act only as agent for the supplier(s) concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature imposed by the supplier(s) in accordance with its own terms and conditions.

All directline-hotels bookings require full payment at the time of booking.

We accept payment by Delta, Switch/Maestro, MasterCard, Visa and Amex. Customers choosing to use credit cards as a method of payment will be subject to a small handling fee. We do not charge a fee for bookings made with either Electron or Solo and only charge a small fee for other debit cards. Please see below for full details:

• Electron = Free

• Solo = Free

• Visa debit cards = 1%

• Maestro debit cards = 1%

• Credit cards = 2.25%

In the event that we incur bank charges as result of a cheque which has been stopped or marked ‘Refer to Drawer’, we reserve the right to pass these charges on to you, together with an administration fee of £10 per transaction towards our costs.

Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

In the event that you do not pay the balance on the due date, or the nearest working day, then we reserve the right to add a late payment penalty of £20 to your booking.

3. Online discount = £50 per booking

When you make a booking on our website an online discount is offered in addition to any other discount.
Please note that the online discount is included in the prices shown throughout our website. The online discount is only available to bookings made online and only on the day of purchase. We reserve the right to change or remove the online discount at any time prior to the confirmation of your booking.

4. Amendments and cancellations

Bookings may be amended or cancelled in accordance with the relevant supplier terms and conditions and are subject to their amendment and cancellation charges. These are in addition to the Directline Hotels amendment and cancellation charges detailed below.

Amendments and cancellation fees vary between each supplier according to their individual terms and conditions. Should you make an amendment to your booking the price of your new arrangements will be based on the prices available on the day your booking is amended. Prices may not be the same as when you booked your original arrangements, and therefore you will be required to cover any difference in price.

Any amendment or cancellation requests must made via the customer services form by the person who made the original booking, and paid the deposit. Please include both your directline hotels AND applicable supplier's booking references (on your booking confirmation email).

In addition to the charges of the applicable supplier all confirmed bookings are subject to directline hotels cancellation charges shown below which are per change per person:

5. Our fee for cancellation

56 days or more = £40

Less than 56 days = £40 or the cost of the first night accommodation (whichever is greater)

NB. If you have to cancel for a reason covered by your insurance policy, you may be able to recover your cancellation charges. Please check this with your insurance company.

6. Changes to and cancellation of your booking by the supplier.

If there is a change to or cancellation of your booking we will pass on the new details to you together with any compensation that the supplier may offer. As agent only for the supplier we cannot accept any liability for any changes or cancellations made to your booking.

7. Circumstances beyond our control

Except where otherwise expressly stated in these conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations to you is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

8. Our responsibility to you

We act only as an agent for the supplier(s) concerned. Your contract for your arrangements is directly with the supplier(s) concerned. We accept no liability in relation to the arrangements themselves or for the acts or omissions of the supplier(s) concerned. For all bookings, the terms and conditions of the supplier will apply to your contract (copies available on request from us).

However, in the event that we are found liable on any basis whatsoever in relation to your booking our maximum liability to you if we are found to have been at fault in relation to any service we provide as agent for the supplier(s) concerned (as opposed to any service provided by the supplier(s) for whom we are not responsible) is limited to twice the cost of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.

9. Complaints

If you are not satisfied with any aspect of your travel arrangements please bring the matter as soon as possible to the attention of the relevant person (for example, the accommodation supplier representative or hotel staff). If they cannot help you must contact us and we will do everything reasonably possible to deal with the matter. If you are still not satisfied please write to our offices in the UK within 28 days of returning home. If you have special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.

The address to send complaints to is:

Customer Services Department

Directline Hotels

No 1 Croydon

12-16 Addiscombe Road

Croydon

CR0 0XT

customer services form

Telephone: 0844 493 5639

We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier.

NB we only as agent for the supplier(s) concerned and therefore cannot accept any liability for your arrangements. Any assistance provided in resolving a complaint in relation to any arrangements is provided on a goodwill basis and in our capacity as agent only.

10. Insurance

We strongly suggest that you have insurance any time you are travelling abroad and make all travel booking with your credit card (if it covers such purchases).

11. Passports & Visa (British Citizens) and Health Requirements

It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. We strongly recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP or the Foreign Office regarding health requirements. Requirements may change and you must check the up to date position in good time before departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

Visas

The following applies to EC passport holders. Visas are required to be purchased in advance for certain countries, including Egypt and India. Other countries, including Israel and Turkey require tourist single entry visas to be purchased on arrival. If you are not travelling on an EC passport, other rules may apply. Please check for advice with the embassy of the country you are travelling to.

12. Medical Advice

Please ensure that you ask a doctor for any medical advice applicable to the countries you will visit. Check what vaccinations you need with your GP at least six weeks before you travel. Make sure that any medication you need to take regularly is legal in the country you are travelling to. Pack any prescription medication in your hand luggage and take the prescription with you. If you are travelling within the EU, get a EHIC (formerly E111) from the Post Office so that you can get reduced or free emergency care.

13. Correct Spelling of Names, Titles

It is your responsibility to ensure all details you give us at the time of booking are correct and accurate, including but not limited to; all names, titles, initials, date of birth of those travelling, telephone numbers, email and postal addresses. Changes cannot be made at a later date without the imposition of cancellation and amendment charges in addition to any other costs or charges incurred by us or any of our suppliers.

14. Pricing Errors

Directline-hotels endeavours to ensure that all pricing and other information on its website is accurate. However, on very rare occasions, errors do occur. You must therefore ensure you check all details of your hotel at the time of booking.

Should such an error occur, either through our own fault or the fault of our suppliers, we will contact the customers concerned. We reserve the right to cancel your booking and will provide a full refund. If your booking is cancelled by us within 48 hours of it being confirmed you will not be entitled to any compensation.

15. Star ratings, Descriptions & Hotel check in and out
There is no standard method of rating hotel and apartment accommodation across the world. Many counties have differing official and unofficial ways of assessing properties and some do not rate accommodation at all. For the sake of simplicity we show all these different symbols as stars. Please note that in most situations the number of stars represents the accommodation suppliers rating, based on their view of the accommodation, and is not necessarily the same as any other official or unofficial rating.

Descriptions on this website are provided electronically by our suppliers and are the view of the relevant product at the time that the information was passed onto us. We accept no liability for errors, omissions or changes.

Hotel check-in and check-out times vary and are not related to your flight arrival or departure time. Most hotels have a standard check-in time of 16:00 on the day of arrival and a standard check-out time of 11:00 on the day of departure. If you would like further clarification on this please visit our FAQ's or contact us by telephone prior to booking.

16. Allocated on Arrival, Square Deals, Sun Deals, Late Deals, etc.

This means that the standard of accommodation and board basis are guaranteed, but the accommodation is allocated upon your arrival by the supplier. These hotels are ideal for people who want to book late and who are flexible, but not appropriate if you want to be in a specific location (e.g. near the beach/resort centre/piste) or require your accommodation to have certain features (E.g. a swimming pool or no steps). When this type of hotel is booked, you should be familiar with the suppliers extra terms and conditions.

17. Special requests and medical problems

If you wish to make a special request, you must do so at the time of booking. We will try to pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

If you or any member of your party has any medical problem or disability which may affect your stay, you must give us full details in writing at the time of booking.

18. Behaviour

If we or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we or the supplier concerned will be entitled to terminate the hotel stay of the person(s) concerned. The person(s) concerned will be required to leave the accommodation and neither we nor the supplier concerned will have any further responsibility to them. No refunds will be made and we, nor the supplier concerned will pay any expenses or costs incurred as a result of the termination.

You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your stay. Payment must be paid direct at the time to the service supplier concerned failing which, you will be responsible for meeting any claims subsequently made against us or the supplier concerned (together with ours, the supplier's and the other party's full legal costs) as a result of your actions.

19. Law and Jurisdiction

Your contract will be governed by English law and any disputes will be dealt with by arbitration scheme of our choosing or the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland (as appropriate) can deal with any disputes.

We reserve the right to alter these booking conditions.

20. Personal information
We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, to suppliers who may be located outside the UK and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers to enable provision of the services to you. If you are aged under 16 on your departure date you must be accompanied by an adult aged 18 or over. Full data protection, privacy policy and marketing statement.