Perfect Blue Customer Charter(last updated 03/02/2012)
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 0844 811 9720 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. For accommodation only bookings a deposit of 35% is normally required to secure the property. The balance is payable ten weeks before the commencement date. On some holiday extras, including flights and car hire booked through our suppliers, the full amount may be payable at the time of booking.
100% Financial and Holiday Protection
Perfect Blue Holidays are proud members of the TTA (Travel Trust Association) Bonding number U8921. This gives our clients the most complete financial and consumer protection the market has to offer. When you book accommodation with Perfect Blue Holidays your money is paid into a trust fund for your holiday which is also backed by a financial guarantee. For more information and to verify our membership, please visit www.traveltrust.co.uk.
We will always try to assist in accommodating special requests, but please remember a request cannot be guaranteed.
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. Distances quoted are approximate. There may be local charges for some accommodation extras such as air conditioning, safety deposit boxes, cot hire etc.
Local Information Accuracy and facilities
Every effort is made to represent resort facilities with as much accuracy as possible. As these are operated by independent operators, we have no control over the availability and services mentioned. Outside of peak season, restaurants and local facilities may not be in operation.
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 Perfect Blue 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.
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 allow direct access or guarantee you can stay in the property until you need to leave.
Reservation requests and hold options
We are able to place a no obligation reservation on certain properties for 24 hours. This is helpful for accommodation only bookings, where flights need to be sourced separately. Please remember not to proceed with flight bookings until you have received a confirmed reservation email from us. Confirmed reservations (hold options) automatically expire after 24 hours.
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.
If you have to cancel your holiday or any individual component of your holiday, 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, discounted room rates and car hire. Details of these will be given to you at time of booking. Where Cancellation charges apply, they will be calculated as follows:
- 70 days or more prior to your scheduled arrival date, your deposit only.
- Between 70 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.
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.
Perfect Blue 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.
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.
All cars booked through Perfect Blue Holidays include collision damage waiver*, third party liability, theft waiver* and unlimited mileage as standard.*excess charges may sometimes apply. Drivers may be required to leave a credit card or cash deposit equal to the excess payable on collection of the car. Excess waiver options may be available subject to the suppliers individual terms and conditions. Please ensure the correct number of days are purchased to coincide with your arrival and departing flight times.
Where property transfers or inter-island transfers are booked through Perfect Blue Holidays, please ensure we have your correct flight information to enable us to co-ordinate the arrangements. Whilst we will endeavor to accommodate unscheduled arrival and departure times with as minimal disruption as possible, Perfect Blue Holidays cannot be deemed responsible for flight and connection delays. Where inter-island transfers are booked through us for islands that require a sea connection, we recommend booking early arriving flights. Where a delay results in an unscheduled overnight stay, we will try and asisst in arranging accommodation, but will not be responsible for any additional costs incurred.
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. Perfect Blue 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
Perfect Blue 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.
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 Perfect Blue. 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.
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