Terms and conditions for Holiday Extras UK Breaks.
We're dedicated to giving you less hassle so you can have more holiday. It's important to us that you understand what you're booking before you commit. We've set out everything you need to know below.
About us. These terms and conditions are governed by English law and apply from when we provide you with a booking reference, either by phone or on the website. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. When we talk about 'we', 'us', etc, we mean Holiday Extras Limited (co no: 01693250) Ashford Road, Newingreen, Hythe, Kent CT21 4JF.
These terms only apply to Break bookings made directly through our website, app, via the Holiday Extras contact centre or through an affiliate partner of Holiday Extras. We act as a booking agent for the companies that provide or operate the travel products we sell on our website. Your contract for the provision of these travel products will be with the applicable provider of them, and they have their own terms and conditions. These are available upon request. Bookings made via a third party partner website are subject to the terms and conditions set out on that website.
If you need to get a hold of us for any reason you can here.
Before you book
Please take the time to read the product information so that you book a product that is suitable for you. If you find anything that's not completely accurate in our information, please tell us as soon as possible.
Wherever possible, we have confirmed with our providers that they have made their facilities Covid-secure, and marked the products we offer as such. Where we mark a product as Covid-secure it means we have checked with our provider that they are following the Health and Safety Executive's Covid-secure protocols. We display this for information only and do not offer or imply any warranty that any particular precautions will be in place. If you would like to satisfy yourself that a particular Covid precaution is in place, please check with the provider.
The companies that provide the short breaks we sell will have their own terms and conditions, which will also apply to you. We can get you a copy of these if you need one, just ask, but we'll try to make you aware of anything you need to know.
Once your Package has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an organiser under The Package Travel and Linked Travel Arrangements Regulations 2018.
If you book one of our Mystery hotel products, you'll be getting a great hotel room at a lower price than you'd otherwise pay. We won't be able to tell you what hotel that is until after you've booked and many Mystery products cannot be cancelled once they've been purchased. We'll do our best to tell you anything that might make any of our Mystery products unsuitable, but if you book, you should do so on the understanding that the Mystery product may not be ideal for your needs. As such, we are not responsible if it is not suitable.
All prices include VAT and are constantly updated so we can give you the best deal available at the time. A price we've offered you may go up or down if you come back to book later. Make sure you book the package you want when you see it, so we can guarantee you'll pay the price you've seen. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.
If you use a discount code when looking at our products, the discount will be noted on each package it applies to. If you want to take advantage of your discount, make sure you book a package that states your discount can be applied.
Holiday Extras Shortbreaks Limited will be fully responsible for the proper performance of the break and for providing assistance if you are in difficulty.
In the unusual event of any problems with your booking please contact the provider of your accommodation (or other services) as soon as possible. If they are unable to address the problem please let us know immediately we will endeavour to resolve the issue.
It is imperative that if you are unhappy about any aspect of your holiday, you raise the matter IMMEDIATELY with the accommodation provider or attraction. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint, we cannot take steps to investigate and rectify it at the time.
If you are unable to go on the break you may transfer your booking to another person provided you notify us as soon as possible and at least 7 days before arrival. We shall be entitled to charge a £10 administrative charge and to charge you for any other additional costs incurred by us as a result of the transfer of the booking. If you wish to change any other details of your booking we will endeavour to meet your requirements so far as possible. However, we reserve the right to charge a £10 administration charge and to charge you for any other costs which we may incur as a result of your change.
Before you go on your break
Make sure you read your booking confirmation thoroughly to confirm what you've booked is suitable for you. Please check you have the correct attraction tickets and take them with you when you go on your break. If you don't follow the instructions we give you, we may not be able to refund you any additional costs you're charged as a result.
At the hotel:
If you have any problems on the day, please let the hotel know so they can help you. If you don't let them know, we may not be able to help you later on. We can help you communicate with the provider to resolve any issues, however, any claims in relation to the hotel must be made against the hotel and will be subject to their terms and conditions.
At the attraction:
If you have any problems on the day, please let the attraction provider know so they can help you. If you don't let them know, we may not be able to help you later on. We can help you communicate with the provider to resolve any issues, however, any claims in relation to the attraction must be made against the attraction and will be subject to their terms and conditions.
Changes and cancellations
If you booked with us through another company, you will need to cancel with them directly.
Sometimes we may have to make changes to your booking after you have made it. Should this happen, we'll notify you as soon as we're able. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.
Cancelling or Amending a booking All bookings are non-amendable and non-refundable.
"Non-flexible" bookings These products cannot be cancelled or amended, nor will we offer any voucher or refund.
Theatre Breaks - Free Cancellation This guarantee applies to Theatre Packages which have been booked between the 9th - 16th of October and 2nd - 9th of November 2023 for stay dates up until the 31st of December 2023. You must request changes to your Theatre Package at least 3 days before the check-in date (before 12 noon). Full terms & conditions here.
Cancellation Protection If you pay our non-refundable Cancellation Protection this will protect you if you need to cancel your booking. Provided you cancel your theatre break booking 3 days before the day of travel. Please note that if you cancel a booking on the day of travel or afterwards you will be charged the full cost of your booking including the cost of the Cancellation Protection and if you choose not to add on the cancellation waiver the product you have selected, this is a non-amendable and non-refundable package. The waiver protection applies to selected theatre packages, if the cancellation waiver does not show at the time of booking this means that the package you have booked is non-amendable and non-refundable.
In line with Package and Linked Travel Arrangement Regulations 2018, in the event of an attraction or hotel closure impacting your booking directly you will automatically receive a refund.
On the day
When you travel, take your booking confirmation, tickets and the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the hotel and attraction know who you are.
You are to pay any local taxes applicable upon arrival.
If you have any problems on the day, please let the team at the hotel and/or attraction know so they can help you. If you don't let them know, we may not be able to help you later on. If you're delayed in getting to the attraction, so can't be there for all the time you booked, we cannot offer you a refund.
Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that was beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice.
Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.
Once your Package has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an organiser under The Package Travel and Linked Travel Arrangements Regulations 2018.
We will of course do our best to offer you support as our valued customer in the event of any of these circumstances happening where we can and will offer guidance on our website in the event of these out of the ordinary events occurring.
When you get home
We hope everything went smoothly. If you had any problems at all with the services you've booked through us, please contact our Customer Experience team and we'll do our best to put things right. Please send us copies of any relevant receipts or documents you have.
You can get hold of us here.
After you get home, we'll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us to ensure the customer experience is a good one.
Privacy
We know how important your privacy is online, so we take it seriously. To find out more about how we use your data, take a look at our privacy policy.
Packages in the European Union
Passport and Visa Requirements:
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. For European holidays you should obtain a completed and issued form EHIC prior to departure.
Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.
Insurance:
strongly advise that you obtain travel insurance which includes cover for you and your party against any COVID–19 issues or incidents which may affect your booking If you choose to travel without adequate insurance cover, we will not be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
City Tax:
Please note that if you are travelling to a City outside of the UK you may have to pay Euro City Tax on arrival to your hotel. This is will be subject to the government rules in the location you are staying on the price of how much this may cost per person.