SunIsle Holidays - Terms and Conditions

SunIsle Customer Charter

Booking Payment
Where a booking is made on our website but no payment is made we reserve the right to cancel the booking and make the property available. If you have a genuine problem with making a payment please contact out customer services immediately on 0034 633385068 and we will hold the booking while the issue is resolved. There will be no contract made between us until you have paid the relevant deposit.

Special Requests
These will be confirmed in writing by email from us. We cannot guarantee they will be met unless a supplement has been paid.

Accommodation Descriptions and Images
Some of our properties are split into virtually identical apartments or studios. It is not possible to show all properties individually so we have represented them with general pictures and descriptions, therefore there may be slight differences. As we deal with so many properties it is always possible that there maybe occasional errors in property descriptions, these are rectified as soon as they come to light and we will deal with serious errors that may make a material difference to a holiday on an individual basis.

Accommodation Pricing
There is always a possibility that technical (or human) error may result in incorrect prices being displayed on our website, quoted on the telephone or contained within a quotation or email. We reserve the right to correct the price due on a booking, where as a result of an error, a booking has been made at a significant discount to the normal price. At our total discretion the client will be required to pay the extra charge, or we are reserve the right to cancel the booking with a refund full of any payment made to us.

Accommodation Occupancy Limits
All of our properties sleep a maximum party size and this is stated on each property page. Over-occupancy in accommodation is only allowed after written confirmation from Sunisle Customer Services. If a party arrives at a property with more people than have been specified on the confirmed booking, our owner reserves the right to refuse entry or levy an extra charge that must be paid at the time.

Arrival Times
Our properties are available to clients from 14.00 on the day of arrival and must be vacated on the day of departure by 10.00 am. If your flight arrives early or departs late, we will try to extend these times, however we cannot guarantee this. If we cannot arrange extended times we will do our best to arrange somewhere for you to leave your bags and freshen up at no extra cost to you. It may also be possible to book an extra day at the accommodation to give yourselves extra time.

Your Holiday Protection
Where flights and accommodation are booked together, the package is protected under our ATOL license by the Civil Aviation Authority. Our ATOL number is 9059. ATOL protection does not apply to all holidays shown on this website. Please ask us to confirm what protection may apply to your booking.

When you buy an ATOL protected holiday from us you will receive a Confirmation Invoice from us confirming your arrangements and your protection under out Air Travel Organiser�s License number 9059. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid us for an advance booking. For further information visit the ATOL website at www.atol.org.uk

We provide clients with free Supplier Failure Cover insurance. This protects accommodation only bookings (including car hire). This cover protects against the business failure of a supplier of any component of your holiday.

Further protection is provided under the Consumer Credit Act by your credit card issuer when paying for your holiday by credit card (transactions must be over �100)

Flights Booked By Us
If we book your flights your holiday package is protected under our ATOL license. Our position is one of booking agent for the carrier in question, and as such we cannot accept any responsibility for delays or changes to published schedules

Confirmed Bookings (by you)
We are responsible for providing the holiday as per your booking confirmation. Please check your booking confirmation emails/correspondence immediately. You must contact us straight away in the case of any errors as it may not be possible to make changes to the booking later, or changes may incur extra costs. If we are not notified, and subsequent changes are required that do incur costs, you agree that these will be borne by you.

Changes to Bookings (by you)
If you need to make any minor alterations to your original booking details, we will endeavor to make them at no extra cost to you - however we cannot guarantee this and where we do have to incur extra costs, these will have to be passed on to you.

Changes to Bookings (by us)
The arrangements we offer have to be planned many months in advance and we work with owners and external agencies who sometimes take decisions that are outside of our control. While it is very unlikely that we will have to make any changes to your holiday, we must reserve the right to do so.

A major change to your holiday is limited to a move to an accommodation of a lower price or category (i.e. no swimming pool, less bedrooms). All other changes are classed as minor and we are under no obligation to compensate you for them. If we do have to make a major change to your booking we will inform you as soon as is reasonably possible.

In a case such as this we may offer you an upgrade at no extra cost to you. Or you have the choice of: 1) accepting our move to the alternative property at a lower price and we will refund 110% of the price difference 2) cancelling your holiday and receiving a full refund of all monies paid to us.

Client Cancellation
If you have to cancel your holiday or any individual component of your holiday such as car hire, a cancellation charge will be calculated from the first working day after we have been formally notified by you. Please be aware that certain components of your booking are non-refundable such as flights with low cost carriers. Cancellation charges will be calculated as follows:

• 56 days or more prior to your scheduled arrival date, your deposit only.
• Between 55 and 30 days of your scheduled arrival date 50% of the booking price.
• Between 29 and 15 days of your scheduled arrival date 70% of the booking price.
• Between 14 and 8 days of your scheduled arrival date 90% of the booking price.
• Between 7 and 0 days of your scheduled arrival date 100% of the booking price.

Client Compensation
In the event of us having to make a major change to a holiday, if the client decides to cancel the holiday, or the company cancels a clients holiday (other than force majeure or low bookings as defined below) the company will offer the following compensation

• More than 56 days before the scheduled arrival date: �0.00 per adult named in the original booking
• 55 to 29 days before the scheduled arrival date: �20.00 per adult named in the original booking
• 28 to 14 days before the scheduled arrival date: �30.00 per adult named in the original booking
• 13 to 0 days before the scheduled arrival date: �40.00 per adult named in the original booking

Force majeure means unusual and unforeseeable circumstances beyond the control of the Company the consequences of which neither the Company or its suppliers could avoid, including but not limited to, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, fire, flood, adverse weather conditions or the threat of any of these.

Building Works
Sunisle cannot be held responsible for any building works external to the property you have rented, and you acknowledge this as part of the terms and conditions of your booking with us. If works do occur during your stay, we will do our best to intervene, or try and find you alternative accommodation if it is available (this may have a cost implication), however please be aware that it may not be possible to do either, and in this situation we cannot be held responsible.

Low Bookings
Where an insufficient number of people have booked the property to make the operation financial viable in the advertised form. The company will never cancel a booking for Low Bookings less than 6 weeks prior to departure. If the Company becomes unable to provide a significant proportion of the holiday after it has commenced the Company will make suitable alternative arrangements for the Client at no extra charge to the client.

Travel Insurance
It is your responsibility to ensure that you and your party have adequate travel insurance to cover the cost of the potential issues such as: cancellation of holiday, serious delay, injury, loss or theft of possessions. Sunisle Holidays recommend that you investigate the free health cover that is provided within the EU to all EU citizens, details of this can be found on Form EHIC available from Post Offices.

Offers and Discounts
SunIsle Holidays tries to provide a range of holiday options to cater various customer requirements. Unfortunately, due to the nature of offers and discounts, they can sometimes be withdrawn at short notice as circumstances change. Please note that we will only honour a discount, offer or other special arrangement after a deposit has been received and your holiday has been confirmed.

Further, once a property price is discounted, any other offers that may have been attached to the property are no longer valid.

Free Flight Offers
From time to time and for specific dates we may offer a free flight with an accommodation booking. Free flights are sourced from third party suppliers and are subject to availability and price fluctuations. This offer is valid for a return adult flight up to a value of �250. If a flight price is greater than this amount, a reduction of �250 will be offered against the quoted price.

Complaints
If you have any reason to complain you must inform our local representative immediately. They are there to help and it is much easier to sort problems out on the spot. If you do not report a problem while on the island and give us the chance to remedy it, we will not be able to consider it retrospectively once you return home. If you do have any reason to complain after your return, you should contact our customer service relations by e-mail within 28 days of your return. You will be sent a reference number by them and the complaint will then be assessed and an appropriate response made by SunIsle. This must take place within 30 days of you leaving your accommodation. The agreement is subject to English law.

Duty of Care
We expect all of our clients to show the proper respect and care for the property that they are staying in. Whilst accidents and breakages do occur, we do expect our guests to notify us of such problems so that they can be put right in time for the arrival of the next guests. In respect of serious or negligent damage, we reserve the right to claim back the full cost of making good from the lead person named on the confirmed booking. We reserve the right not to take a client booking for any reason.

Supplier Failure Insurance
Each holiday that we sell includes the price of Supplier Failure Insurance, which aims to provide cover to you for all holiday components that you have bought through us, regardless of the supplier, including the accommodation, car hire, transfers, flights and any other service booked through SunIsle. When making the booking, you will be required to confirm that you have read and agree with the SFC terms and conditions, which can be read by clicking here

Duty of Care
Damages, breakages and loss of items

1.It is important that guests thoroughly check the villa on arrival and report any problems or deficiencies to the management company within 24 hours of arrival.
2.We do not take any security deposits, however guests will be held fully responsible for the accommodation and its contents during their stay. Guests agree to indemnify owners for any damage, breakages or loss of items in respect of the property, caused by them, due to accident, neglect or not taking due care and attention. In the event of such an occurrence the incident must be reported to the villa owner or their representative immediately and appropriate compensation made to the owner.
3.Customers are not permitted to move any furniture or equipment without prior written consent from ourselves or the villa owner. Under no circumstances must any property belonging to the accommodation be taken out of the accommodation grounds, or any property that is for the sole purpose of indoor use, be moved.
4.Extra cleaning above normal will incur extra charges. Any persons using a BBQ at the villas must properly clean the equipment after use.
5.Whilst staying in our accommodation you are reminded of taking out adequate travel insurance for all members of your party.
6.Children should be supervised at all times. Both SunIsle and owners cannot accept responsibility for third party claims, accidents, damage to or loss of property, or for any expenses incurred for any reason including changes caused by force majeure, regardless of howsoever they may have occurred, nor can liability be accepted for injury as a result of the use of the pool, howsoever caused
7.Smoking is not allowed in any property. If you smoke you are advised to do so outside.
8.The management company/agents reserve the right to remove occupiers from the Villa (without refund) for breaching of the booking conditions.

Air-Conditioning
Whether the cost of any air-conditioning is included in the villa price, or paid for as a supplement, the units must only be used while you are in the property, with all windows and doors kept closed. Under no circumstances must the units be left on continuously while the property is unoccupied. Where the air-conditioning is payable extra, should you elect to use this facility it must be paid for at the advertised rate which is not negotiable. The owner reserves the right to charge where excessive or unreasonable use of air conditioning has occurred.

Arrival Times
Our properties are available to clients from 14.00 on the day of arrival and must be vacated on the day of departure by 10.00 am in order to facilitate cleaning for incoming guests. If your flight arrives early or departs late, we will try to extend these times, however we cannot guarantee this. If we cannot arrange extended times we will do our best to arrange somewhere for you to leave your bags and freshen up at no extra cost to you. It may also be possible to book an extra day at the accommodation to give yourselves extra time. Please note that unauthorised late check out and failure to vacate the accommodation on time may incur extra charges.

Behaviour
It is your responsibility to ensure that you and the members of your party do not behave in a way which causes offence or danger to others or which risks damage to property belonging to others. In such circumstances the villa owner/s and the Company have the right to terminate arrangements made on your behalf, in which case the Company's responsibility to you ceases immediately and there can be no refunds, no payment of compensation and no reimbursement of any cost or expenses you may incur as a result. Further, you will be liable to reimburse the Company for any expenses whatsoever it incurs as a result of your behaviour.

Scheduled transfers and services
Whilst every effort is made to ensure the smooth transition in organising transfers to destinations and accommodations, SunIsle cannot be held responsible for the breakdown of any of these services, resulting in delays or cancellations. Where you have booked accommodation that relies on connecting scheduled services, we will do our best to assist in alternative arrangements; however the client will be liable for any extra cost resulting in alternative arrangements. We recommend you take out extra travel insurance to protect you in these eventualities.