Essential Holiday Information
Before you travel
Health and Safety Precautions
Physical
disabilities (such as heart disease, asthma, diabetes, epilepsy, etc.)
do not always inhibit the enjoyment of our activities; if in doubt,
please ask your doctor.
If your health or fitness is deficient
in any respect, you should be aware that you will be out of touch with
immediate medical facilities and you should consult your doctor for
advice, to ensure the holidays we provide are suitable for you. It is
also helpful for us to know if you have any vision or hearing problems.
Neilson can accept your booking only if you tell us about your
condition and your doctor does not advise against the activity.
Health
facilities, hygiene and disease risks vary worldwide. You should take
health advice about your specific needs as early as possible. Sources
of information include the following websites; www.fco.gov.uk,
www.hpa.org.uk and www.nathnac.org.uk. Also you are advised to contact
your General Practitioner or a specialist clinic. Please note that you
are recommended to seek advice from the sources mentioned above and,
where recommended, obtain vaccinations or tablets for protection
against, for example: Malaria, Hepatitis A, Polio or Typhoid.
If
you are visiting a European Union (EU) country you should obtain a
European Health Insurance Card (EHIC) and take it with you when you
travel. The EHIC can be obtained free of charge by completing an
application form available from main Post Offices and from
www.dh.gov.uk/travellers. Please note, the EHIC is in addition to
travel insurance, not instead of it.
Disabled Travellers
The
majority of overseas accommodation, overseas transport (including
transfers) and other holiday services provided overseas are not
equipped to cater for the needs of many disabled holidaymakers.
Furthermore the natural terrain and layout of some resorts can
sometimes make life difficult for wheelchair users.
It is
therefore important, if you have any disability that the appropriate
enquiries are made about the suitability of particular accommodation,
resorts transport and services and that you are fully satisfied you
have made the correct choice before you book and confirm your holiday.
Please
note: If special arrangements need to be made for you an extra charge
may have to be levied, this may be the case either before you go or
when you arrive in resort. We cannot be held responsible if you fail to
tell us about special needs and/or requirements that will affect your
holiday experience and this means we will not compensate you.
For customers who require support or advice prior to booking, please contact the Special Needs Team on 0845 070 3460.
Diving and Health
Your
safety and enjoyment is our prime concern. We will only use the
services of qualified instructors at recognised dive centres. Scuba
diving requires a reasonable degree of health and fitness. If you
answer yes to any of the following questions, you need to seek consent
from your doctor before you can dive. If you are unsure, please seek
medical advice prior to booking your dive packages. If the local dive
company is in any way unsure of your fitness to dive, you will be
required to undergo a medical examination. This may result in
considerable costs and if you are refused medical clearance to dive,
you will not be entitled to a refund on your dive package. The swimming
requirement for certification is a 200m non-stop swim followed by 10
minutes treading water.
Diving and Health - Medical Questionnaire
1. Could you be pregnant or are you attempting to become pregnant?
2. Are you presently taking prescription medications (with the exception of birth control)?
3. Are you over 45 years of age and can answer YES to one or more of the following:
• Currently smoke a pipe, cigars or cigarettes.
• A high cholesterol level.
• A family history of heart attacks or strokes.
• Are currently receiving medical care.
• High blood pressure.
• Diabetes mellitus, even if controlled by diet alone.
4. Have you ever had or do you currently have:
• Asthma, wheezing with breathing, or wheezing with exercise?
• Frequent or severe attacks of hayfever or allergy?
• Frequent colds, sinusitis or bronchitis?
• Any form of lung disease?
• Pneumothorax (collapsed lung)?
• Other chest disease or chest surgery?
• Behavioural, mental or psychological problems (panic attack, fear of closed or open spaces)?
• Epilepsy, seizures, convulsions or take medications to prevent them?
• Recurring complicated migraine headaches or take medications to prevent them?
• Blackouts or fainting (full/partial loss of consciousness)?
• Frequent or severe suffering from motion sickness (seasick, carsick, etc)?
• Inability to perform moderate exercise (example: walk one mile within 12 minutes)?
• Dysentery or dehydration requiring medical intervention?
• Any dive accidents or decompression sickness?
• Head injury with loss of consciousness in the past five years?
• Recurrent back problems?
• Back or spinal surgery?
• Diabetes?
• Back, arm or leg problems following surgery, injury or fracture?
• High blood pressure or take medicine to control blood pressure?
• Heart disease or heart attacks?
• Angina, heart surgery or blood vessel surgery?
• Sinus surgery?
• Ear disease, hearing loss or problems with balance?
• Recurrent ear problems?
• Bleeding or other blood disorders?
• Hernia?
• Ulcers or ulcer surgery?
• A colostomy or ileostomy?
• Recreational drug use or treatment for, or alcoholism in the past five years?
Please
note: Due to strict Egyptian regulations, anyone diagnosed as having
asthma and wishing to participate in a diving course is required to
obtain a Pulmonary Test. This test should be documented with the
results on the PADI Medical Questionnaire. Even if your GP has signed
the questionnaire that you are fit to dive, if no test has been
conducted or documented it is very likely that you will have to see the
Diving Medical Specialist in resort and be told that you will not be
able to participate in a course. A PADI Medical Questionnaire is
required to be completed before any of the PADI dive courses can
commence.
Please note: You are strongly advised against scuba
diving for 24 hours before travelling by air. We will send you a health
questionnaire when you book a dive holiday.
Passports & Visas (British Citizens)
A
valid passport is essential when you travel abroad. It is a compulsory
requirement that the passport is valid for 3 months from the date of
return. If you need to apply for a passport or renew an expired
passport you should do so well in advance of travel and at least 4
weeks before. If you are 16 or over and have never had a passport in
your own name, you should apply for one at least six weeks before your
holiday. The UK passport service has to confirm your identity before
issuing your first passport and will ask you to attend an interview in
order to protect your identity. Visit www.ips.gov.uk.
Please
note children under 16 are required to have their own passport unless
they are already included on an accompanying parent’s passport. The
name on the passport must match the name on the ticket, otherwise you
may not be able to travel and insurance may be invalid. For scheduled
flights, at the time of booking please ensure you supply your first
name and surname, as both of these must be stated on your flight
ticket. If, after booking a holiday, but before travelling, any member
of your party changes their name, e.g. as a result of getting married,
Neilson must be notified immediately so that the necessary changes to
your holiday documentation can be made.
Please note that both
passport and visa regulations can change and you should therefore check
with your travel agent or the relevant embassy well in advance of
travel. It is your responsibility to be in possession of a valid
passport and, if appropriate, a visa. It can often take some time to
obtain a visa, so you are advised to apply in plenty of time.
If
you are a British Citizen and hold a valid UK passport you do not
generally require a visa to travel to any of the destinations featured
in this brochure. However, your own particular circumstances (which
will not be evident to us from your booking) may mean that a visa is
required for you or another member of your party. Non-British Citizen
passport holders may require visas to enter
countries which are signatories to the Schengen agreement and contact
should be made with the appropriate Consulate or Embassy for
clarification.
We would strongly urge you therefore to contact
the Consulate of the country that you will be visiting to obtain the
most up to date information before making your booking with us. The
contact details of the relevant Consulate visa lines are as follows:
• Greek Embassy 020 7221 6467
• Turkish Consulate 0906 834 7348
All 0906 calls are charged at £1/minute.
How to Contact the Passport Agency
Further information from the UK Passport Agency can be obtained through the following ways:
• Telephone: 0870 521 0410 (calls charged at national rate)
• Website: www.ukpa.gov.uk
Please
note: if you are unable to travel due to not having the necessary
travel documents (Passport or Visa), there is very little that we can
do to help. You will also be responsible for all costs and cancellation
charges.
FCO Travel Advice Unit
The Foreign and Commonwealth
Travel Advice Unit may have issued information about your holiday
destination. You are advised to check this information on BBC2 (ceefax)
page 470 onwards or on the internet under the address www.fco.gov.uk or
call them on 0870 606 0290. Alternatively you can contact the ABTA
information department on 0901 201 5050 (calls charged at 50p per
minute).
Your Flight
Providing you with the ultimate in
flexibility, Thomas Cook Airlines are able to offer a number of
pre-bookable flight services, which should be booked no later than 7
days prior to departure. (If you are not flying with Thomas Cook
Airlines, please contact your airline direct).
Seats Together
Subject
to availability, you can reserve seats together at a charge of up to
£12 per person depending on destination. Please ask your travel agent
to check the latest current price on Viewdata. On each flight,
normally, 75% of seats are available to be pre-allocated therefore
reserving your seats together is subject to availability. We will aim
to sit parties together, side by side. However, in some circumstances,
depending on the size of the group and/or configuration of the
aircraft, sitting together could be either side of the aisle or
directly behind one another.
If we need to change the
airline/aircraft, or due to unforeseen circumstances use a replacement
airline/aircraft the facility may be withdrawn without notice and any
money paid for this service will be refunded. To take advantage of this
facility all members of the party must be travelling under the same
booking reference.
Extra Leg Room
You can reserve one of the
limited number of seats offering additional leg room (this service is
only available to Thomas Cook Airlines passengers). Call the Customer
Service and Sales Team no later than 7 days prior to departure.
Additional
leg room seats will be reserved for you at a cost of up to £50 per
person each way depending on destination. Please ask your travel agent
to check the current prices on Viewdata. These seats are adjacent to
emergency exits. Company and Civil Aviation Authority regulations
apply. In the unlikely event that our check-in staff or cabin crew
judge that you are unsuitable for these seats, you will be assigned
another seat and receive a full refund upon your return.
Select Your Seat Number – Your Seat. Your Choice.
You
can now reserve a specific seat on the aircraft, either next to an
aisle, by the window or at the front. Subject to availability, the
choice is up to you. Pre-booking your seat number must be done direct
with Thomas Cook Airlines. You must first reserve your seats together
(with the tour operator) or extra leg room seats (with the Customer
Service and Sales Team) as explained above.
Then, you can
select your seat number at an additional cost of £10 return per seat,
by contacting Thomas Cook Airlines on 0870 243 0416, or your travel
agent. Alternatively, book online at www.thomascookairlines.co.uk.
Once
confirmed, Thomas Cook Airlines will send you confirmation of your
reserved seat number but this will not show on your holiday invoice
from the tour operator. Restrictions apply to some seat
numbers/aircraft.
Dietary Requirement Meals/Snacks
If you
are entitled to a meal or have paid for a meal, Thomas Cook Airlines
can offer a range of meal options, including children’s, vegetarian,
vegan, diabetic and gluten-free. Please reserve at the time of booking.
Carriage of Infants (0-24 months)
Infants
must be over 6 weeks (2 weeks with Thomas Cook Airlines) to travel by
air and must sit on an adult’s lap or occupy a car seat (infants must
be at least 6 months to occupy a car seat). If choosing to occupy a
car seat, we recommend you contact the relevant airline for regulations
for the car seat.
If travelling with Thomas Cook Airlines
contact the Customer Service and Sales Team on 0870 243 0416 for
information. Customers choosing the car seat option will need to book a
flight seat for the infant. The price of a seat for an infant will
usually be the adult seat only price, ask your travel agent to access
airfares at the time your booking is made for the current seat only
price.
Unfortunately we cannot offer this service on holidays
including Good Friday and Easter Sunday. It is an airline regulation
that children aged 2 or over must occupy a seat. Children aged 2 or
over on the RETURN flight must pay the appropriate child price of the
holiday.
Those under 2 years old on the date of return are
carried for £50 on short haul charter flights, £90 on long haul charter
flights but must sit on an adult’s lap unless a seat is vacant.
Non-Thomas Cook Airlines Flights
Services
on flights not operated by Thomas Cook Airlines may vary. Please check
with your travel agent at the time of booking for meals/snacks and
other services aboard these flights.
At the Airport
Check-in
The
following information is designed to help you complete the airport
check-in process as quickly as possible. Due to increased security
measures at UK airports, it has become necessary to extend pre-flight
check-in times. You must check in AT LEAST 3 hours before your flight
is scheduled to take off. If you fail to check in on time, the airline
is entitled to refuse to allow you to board the flight. We cannot
accept responsibility if such a situation arises and, whilst we
endeavour to assist in making alternative travel arrangements to your
resort, any cost or loss incurred as a result will be your
responsibility.
When you arrive at the check-in desk for your
flight, you will be asked for your ticket, passport and baggage. If
travelling in a group, please make sure all members of your party are
at the desk. Once you have checked in, you can move through to the
departure lounge where you will find further information, including
your departure gate number.
Important Notice
Remember no
calls will be made for your flight so please make sure that you are at
the departure gate no later than 45 minutes before your departure time.
Thomas Cook Airlines regulations permit the in-flight consumption of
alcohol purchased from the on-board bar service only. Passengers that
are refused travel will be responsible for arranging alternative
transportation at their own expense.
Security
Please keep
your luggage with you at all times. Never carry packages or presents
for anyone else. Unattended luggage will be removed and destroyed.
Emergency Exit Seats
Please
note, for safety reasons we are unable to allocate seats on emergency
exit rows to either disabled passengers or children.
Fitness to Fly
You
may need permission to fly from your doctor if you suffer from certain
medical conditions, which may mean you also require assistance from the
airline. Should you have any concerns about your fitness to fly and you
are flying with Thomas Cook Airlines, please contact
0870 243 0416.
Baggage Delays
Although
handling arrangements at UK departure points are excellent, there are
occasions when your baggage may be delayed. However, if the recommended
insurance is taken, you are covered for emergency purchases.
Sporting Equipment
Thomas
Cook Airlines can accept most types of sports equipment - charges
apply. All such items will travel on a weight and space-permitting
basis only. You should also have insurance for these items.
Hand Luggage
The
check-in agent at the airport will ask you to show your hand luggage.
Only one item of hand luggage is permitted. This should not be over 5kg
in weight or bigger than 43 x 28 x 23cm in size. The low dose X-Ray
machines used at UK airports to examine hand luggage will not affect
photographic film. Hold luggage is subject to a higher dose X-Ray
inspection and we suggest therefore that you pack your film in your
hand luggage. Items such as knives, scissors, tweezers and laser
pointers may not be carried as hand luggage. These should be carried as
hold luggage only. Any such items or sharp objects will be confiscated
if packed in your hand luggage. Infants do not qualify for luggage
allowance.
Hold Luggage
Your hold luggage must not exceed
the stated allowance on your ticket. A charge will be made if the
stated allowance is exceeded. Luggage allowances range from 15kg up to
30kg. Individual items of luggage must not exceed 30kg for lifting
purposes.
Diving Equipment
Ordinarily all scuba diving
equipment must be carried within the weight allowance permitted by the
airline (usually 20kgs) per person. Hand luggage is restricted to 5kgs
per person. If you are flying with Thomas Cook Airlines you can request
an extra weight allowance for scuba equipment with their pre-flight
services, a maximum of 28 days or minimum of 4 working days prior to
departure. BCD’s and/or cylinders should be empty, properly closed and
put in the hold. Depth and content gauges may be affected by low
pressure and should be carried as hand luggage.
Medical Equipment
If
you are carrying medical/mobility equipment, you must ensure that you
have adequate insurance to cover the items for possible loss or damage.
Valuables
Please
remember to pack any valuable including money, credit cards, jewellery,
keys and camera equipment in your hand luggage and not in your suitcase.
Flight Operation & In Flight Safety
Flight Timings
Flight
timings shown on this website are based on the 24 hour clock system.
These timings however, are provisional and will be submitted for
approval by UK and overseas scheduling committees and are therefore
given for guidance only and are subject to alteration and confirmation.
Our reservations system will show the latest timings for your flight.
The right is reserved to substitute alternative airlines and/or
aircraft at any time. All bookings are subject to the grant of licences
by the Civil Aviation Authority.
Flight Supplements
Flight
supplements are based on a variety of factors. For example, departure
point, time and/or date of departure and/or services onboard. We
reserve the right to change flight supplements from time to time.
Flight Supplements can go up or down. The supplement when you book will
not exceed the supplements stated in the flight panel, by more than
£100 per person. Please check the total costing, including supplements,
before booking.
Flight Routings
A direct flight may touch
down en route for refuelling or to pick up and/or drop off passengers.
In these instances you are not normally required to disembark and the
flight is still considered to be a direct flight. A non-direct flight
may require a change of aircraft en route while a non-stop flight will
take you directly from your airport of departure to your final
destination without stopping.
Airline (Operating Carrier) Information
In
accordance with EU Regulations we are required to advise you of the
operating carrier(s) (or, if the operating carrier(s) is not known, the
likely carrier(s)) that will operate your flight(s) at the time of the
booking. Where we are only able to inform you of the likely carrier(s)
at the time of booking, we will inform you of the identity of the
operating carrier(s) as soon as we become aware of this. Any change to
the operating carrier(s) after your booking has been confirmed will be
notified to you as soon as possible.
Any change in the identity
of the airline, flight timings and/or aircraft type will not entitle
you to cancel or change to other flight arrangements without paying our
normal charges except where specified in our conditions.
Pregnancy
Regulations
vary from airline to airline, but some will refuse to carry women who
will be 28 weeks or more pregnant on the date of return travel. If you
are in doubt, please check with the airline concerned. We recommend
that you also consult your own doctor.
Safety
The safety
and welfare of passengers is of paramount importance. Whilst we wish to
create a genuine holiday mood, we will deny boarding or impose
additional conditions of carriage on any person who:
• is intoxicated and/or disruptive
• found to be smoking on board our aircraft
•
makes an inappropriate remark. Inappropriate remarks are considered as
any comment or statement made by a person which indicates they may be
carrying a bomb (or other such explosive device), a firearm or weapon
regardless of that person’s intent or reason for making the comment or
statement.
Although we want you to start and end your holiday on
a high note, please make sure that you keep any drinking to a minimum
before the departure of your flight. We will deny boarding to any
passenger who appears to be intoxicated or whose behaviour we consider
to be disruptive.
We realise that some larger passengers, due to
their size, often find that aircraft seat width is insufficient for
their need. For your own safety and comfort and that of other
passengers, you must advise us or your travel agent at the time of
booking if you know or are unsure as to whether the seat size on the
aircraft will be sufficient for your needs. If you do require
additional space, then subject to availability you can purchase more
than one seat located side by side or if you prefer, a wider seat in an
upgraded class (where applicable). We regret however, that due to
additional costs incurred by us, you will have to pay the full cost of
all seats required by you, plus any upgrade supplement per seat. If you
are purchasing extra seats due to your size, please contact us or your
travel agent.
Smoking
Please note that whatever airline you fly with, all UK charter airlines have a strict no-smoking policy throughout the aircraft.
Peanuts
Peanuts
can be purchased on board Thomas Cook Airlines flights. If you suffer
from a peanut allergy, call Thomas Cook Airlines Customer Service &
Sales Team on 0870 243 0416 for a peanut-free meal to be requested.
Thomas Cook Airlines UK Ltd cannot guarantee to have a peanut-free
environment onboard an aircraft and is not able to change or modify the
cabin environment by individual passenger request.
Deep Vein Thrombosis
Deep
Vein Thrombosis (DVT) is a serious condition where blood clots develop
in the deep veins of the legs. Prolonged immobility is generally
thought to be the common underlying risk factor, and thus any travel
involving prolonged immobility can result in developing DVT. A wide
range of advice is available on DVT - you are strongly recommended to
obtain advice which will
include information on those people most at risk of DVT and how to reduce risks when flying.
Most
passengers can reduce risks through keeping circulation active by
practising in-seat exercises, especially leg exercises, and walking
around the aircraft whenever possible - most airlines provide details
of suitable exercises within their in-flight magazines or during
in-flight videos and if you are flying Thomas Cook Airlines, please
also visit www.thomascookairlines.co.uk for further information. More
comprehensive advice can be found on the UK Department of Health’s
website (www.dh.gov.uk) but if you believe you are at risk or have any
concerns about the risks or doubts about flying, you must consult your
GP before you travel.
Seat Pitch
We advise that the distance
between the back support cushion of your flight seat and the back of
the seat or other fixed structure in front of your seat will not be
less than the minimum stated in the UK Civil Aviation Authority’s
Airworthiness Notice No.64, issue 2 of the 29th October 2001 (26
inches).
Your Accommodation
Prices and Occupancy
Prices
on all holiday pages are quoted per person and are based on the number
of adults sharing as given in the property description. We reserve the
right to change prices, prices can go up or down. If fewer adults book
the property there maybe under occupancy supplements shown in the price
panel, where you’ll also find normal supplements relating to meals,
hotel rooms and other facilities. Supplements are determined by the
date the property is occupied, and not the departure date (unless
otherwise stated).
Infants
Please note that in each
accommodation description we state the maximum number of occupants a
room can accommodate; this number can include one infant unless
otherwise stated. If you need to book more than one infant into a room,
please contact us before booking, as enquiries will need to be made
with the hotel manager. For any bookings made which exceed this stated
maximum and for which we are advised cannot be accommodated, we reserve
the right to pass on the cost of any additional/different rooms
required to accommodate the booking. There may be a charge locally for
infants for use of services or facilities in the accommodation.
Single Supplements
Why
are single travellers asked to pay for their room? If a single person
occupies a double room they will usually be asked to pay extra (a
single supplement). Hotels price their rooms as doubles and they do not
reduce the rates if they are occupied by a single person. The costs to
the hotel of providing the room - heating, lighting, cleaning etc. are
the same regardless of how many people occupy that room.
Why are
single rooms sometimes smaller than doubles or family rooms? Hotel
design may mean that single rooms are smaller and may have different
facilities to standard rooms. While there is normally a supplement for
these rooms the overall cost will usually be less than when a single
person occupies a double room.
The prices we charge reflect the
costs of under occupancy of the rooms contracted to us by the hotel. We
do not mark up these supplements.
Official Ratings
Rating
systems are an attempt to give a guide to the overall quality of
properties. The official ratings are given by the authorities in the
country, and do tend to give a fair impression of relative standards
within that country. However, different countries have different
standards, so don’t assume that a 3 star hotel in one country is
equivalent to a 3 star hotel in another. Official ratings are mentioned
in the brochure descriptions where applicable.
Neilson Ratings
With
over 25 years of experience we have compiled a rating system
specifically for Neilson. This is based on the particular
characteristics of each property, taking into account their facilities,
general atmosphere, plus the distances to resort facilities. Our rating
system enables us to give a useful reflection of property types in all
countries. The rates are awarded from • to ••••• with + being awarded
to those with a slightly higher standard. The nature of these ratings
is subjective. They are compiled using the opinions of experienced
Neilson employees in addition to a scoring based system.
Air Conditioning
Some
properties have individual air conditioning located in either the
bedroom or the living area. In some descriptions we have indicated that
there is centrally controlled air conditioning. This means it is
operated at the discretion of the management, both in bedrooms and
public areas. In such cases air conditioning may be restricted to
particular times of the day and to the hottest months of the summer.
There may be a local charge for air conditioning in some rooms.
Nights in Your Accommodation
Your
accommodation is usually reserved for you from 12 noon (from 4pm in
some areas) on the day of your departure from the UK. In some cases
depending on your flight times you may arrive in the early hours or
during the course of the morning. Your accommodation should be
immediately available to you and in this case is classed as the first
night of your holiday. Rooms are normally vacated at 10am on the last
day of the holiday, yachts at 9.30am. On some occasions there may be
several hours to wait before the departure of your flight home. In such
cases a room may be made available for changing and storing luggage. It
is possible that you may lose a meal due to your particular flight
times.
Yacht Breakdown Cover
In the unlikely event that your yacht cannot travel due to a major failure which is not your fault, we will offer £140 for each 24 hours full sailing day (10am - 5pm) that your yacht is immobile (£100 for yachts under 30ft).
Views
If you would like a specific view, please be
aware that rooms described as having a pool or sea view may not have a
full pool or full sea view because of trees or plants blocking the view.
Mediterranean Toilets
Some Mediterranean toilets cannot digest paper, so it may go into a little bin, which is emptied daily.
Hotel-run Children’s Clubs
We
are unable to accept responsibility for or give any guarantee for the
standard of the facilities and qualifications of personnel at hotel
children’s clubs. Children’s clubs may not meet standards of similar
facilities in the UK and guests are strongly advised to remember that
local standards and requirements in respect of such clubs may differ
overseas and so you must ensure that you are completely satisfied with
the facilities and staff providing this service before you enrol your
child or children into the club and into the clubs care.
Willing to Share
We
will obviously make sure the sharer is of the same sex and will try our
best to match you with someone of a similar age. Guests must be over 18
years old and all sharing rooms are on a non-smoking basis.
Room Cleaning and Towels
Bed linen and towels are changed once during the week and at the end of each week.
Other Guests
We
do not have exclusive use of all properties featured in this brochure.
Therefore there may be guests from other countries and of mixed age
groups at your accommodation. Some of the hotels we feature do operate
corporate conference facilities and there may be occasions where
business meetings are taking place during your stay.
Your Resort
Safety & Hygiene
Your
health and safety is of paramount concern to us, especially if children
are involved. In addition to monitoring the hygiene and safety
standards in all the hotel and apartments that we use, it is
appropriate that we bring to your attention the need for you to be
careful and to take necessary precautions whilst overseas and we need
your help and cooperation with this.
We would ask you to pay
close attention to the following information, together with any other
information we, our agents or suppliers, provide to you before you go,
during your flight and when you arrive in your destination and at your
hotel. It is most important that you familiarise yourself with this
information and any other information you are given or on display,
because not only do we want you to have a great holiday but we want you
to have a safe holiday.
Swimming pools and water features
Some
of our hotels and apartments welcome local people and other
holidaymakers not residing at the property to use the swimming pool and
facilities within the accommodation. This can lead to pool areas
becoming busy at times, for example sunbathing space and available
sunloungers may become limited. Please make use of the pool shower
facilities before swimming - this helps to prevent any potential
infections and helps to keep the pool clean.
Every pool is
different and most hotels/apartments do not employ life guards, so you
are strongly recommended to familiarise yourself with the pool layout,
identifying the deep and shallow ends before using. Do not use the pool
after dark or when the pool is closed, even if the pool has underwater
lights. You should never swim when you have been drinking alcohol.
Whilst some of our hotels and apartments have water features, such as
slides or flumes, which may appear in our photography, generally we do
not recommend these are used. It is possible such features may have
been replaced or removed since the photography was taken.
Overseas Safety Standards
Although
the accommodation featured does operate to its own country’s standards,
regrettably the safety standards and regulations overseas may not be of
the same level that we enjoy in the UK. For instance, the design and
height of balconies may differ. The setting and enforcement of local
regulations is a matter for the Authorities of the country and the
foreign supplier of the services concerned. We are working with
hoteliers to improve standards wherever possible. You should
familiarise yourself with fire procedures, including emergency exits in
your accommodation, the swimming pool(s) area and any unfamiliar
cooking appliances. If in doubt, ask your representative or an
appropriate member of staff.
Children
Children must be
supervised by you at all times, especially near water, on balconies or
in unfamiliar buildings and surroundings.
Stomach Upsets
It
is still a relatively common occurrence to suffer gastric illness when
travelling abroad and being exposed to a different environment. There
are many ways you can reduce the possibility of being affected, such
as, not eating undercooked food, avoiding ice in drinks, ensuring you
drink plenty of bottled water and avoid over exposure to the sun.
Out and About
Due
to rough terrain and uneven surfaces, we recommend that you are extra
careful and vigilant when visiting temples and other sites of interest
and when crossing roads. Crimes against people and property are a fact
of life throughout the world and you have the same responsibility for
your own safety as you do at home. In some places the local police may
not be very cooperative or interested when you report a theft or need
insurance confirmation so always take care of your property. It is
recommended not to approach cats and dogs and other animals as these
may carry the rabies disease which can be passed on through bites and
scratches. Please exercise caution before entering the sea as the
seabed is not even and changes in depth. The sea is capable of
springing surprises and we have not inspected the beach or seabed for
its safety.
Airports and Transfers
Some resorts are off the
beaten track; to reach them you either fly to airfields with few
facilities, or you take long bus drives from better known airports. The
places you reach are worth the trouble. Transfer timings are shown on
each resort page under ‘Getting There’. Timings are approximate and do
not include dropping off guests at other accommodation en route.
Our Service
At
Neilson, we are proud that our Representatives are the best in the
business. They are thoroughly trained in making sure that you have a
great holiday, added to which they are local experts and their
knowledge is at your disposal. For holidays which include the services
of our Representatives they are based throughout the day or make
frequent visits to our hotels. Our Representatives are also trained to
know when they are not wanted - so if you want to do your own thing
while you’re on holiday they’ll be perfectly happy to leave you alone.
If you do not have the services of our Representative, you can rest
assured in the knowledge that our UK Duty Office staff are quickly and
easily contactable if you need any help, advice or assistance.
If
you have a complaint we will need to know about it and our
Representative or UK Duty Office will do their best to solve the
problem as soon as reasonably possible to minimise any inconvenience.
This will also help us to improve the holiday experience for all our
customers.
There may be times when your Representative or our UK
Duty Office is unable to solve a particular problem immediately. While
appreciating that this may be upsetting for you, Neilson does expect
you to behave in a reasonable manner towards our staff. Consequently,
should any customer act in a threatening or intimidatory manner towards
Neilson staff, we shall have no hesitation in taking appropriate legal
measures.
Resorts
In low season, resorts can be quiet with
some facilities in limited supply, whereas in high season the resort is
sure to be full, with facilities in full swing. However there may be
occasions where hoteliers or providers of services withdraw a facility
temporarily or otherwise due to lack of demand, especially at the start
or end of the season.
Resort Development
Some of the
destinations in this brochure are still being developed and even in
more established resorts there is often a possibility of building work
taking place. If in our opinion this is likely to affect your booked
accommodation we will tell you at the time of booking or if you have
already booked, you will be contacted before departure if there is
time. Please refer to the
Booking Conditions section ‘Circumstances beyond our Control’ for more information.
Smoking
Restrictive
legalisation against smoking is increasingly common in destinations
worldwide. You may find that your hotel or areas within your hotel and
holiday resort operate enforced smoking regulations. Fines may be
imposed for breaking regulations. To find out more visit the FCO
website www.fco.gov.uk
Photography
Some of the atmospheric
photography shown in conjunction with particular accommodation and
resorts advertised in this brochure (e.g. children playing on a beach
or close-up in a pool) was shot on location and not at the
accommodation or resort concerned.
Equipment Failure
Can sometimes result in the withdrawal of some watersports facilities. We carry out the repairs as soon as possible.
Additional Activities
While
we recommend particular suppliers, we have no control over their
activities and cannot be liable for any shortcomings or inadequacies
that may occur.
Moped Hire
Many holiday injuries we see are
caused by moped accidents. We don’t recommend you hire them. If you
insist on doing so, wear tough full length trousers and a shirt to
minimise gravel rash, and make sure your chosen insurance allows
treatment for low cc scooter hire injuries - our recommended policy
does.
Your Holiday Price
ABTA & ATOL
Neilson is
a member of ABTA with membership number V346X. ABTA members help
holidaymakers to get the most from their travel and assist them when
things do not go according to plan. We are obliged to maintain a high
standard of service to you by ABTA’s Code of Conduct. For further
information about ABTA, the Code of Conduct and the arbitration scheme
available to you if you have a complaint, contact ABTA, 68-71 Newman
Street, London W1T 3AH Tel: 020 7637 2444 or look at our website:
www.abta.com
We also hold an ATOL with number 1368. 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 to
us for an advance booking. For further information visit the ATOL
website at www.atol.org.uk
Children
Children under two at
time of return journey pay a £50 short haul £90 long haul holiday
administration fee and a supplement if using the Starfish Club.
Value for Money
The
basic price may be more expensive than your average beach holiday but
by the time you have added up all the extra costs of keeping your
family or friends amused you will see what great value these holidays
are. There is no way you could achieve such value or quality by trying
to piece together an active holiday once in resort.
Possible Surcharges - Price increases after booking
Changes
in transportation costs, including the cost of fuel, dues, taxes or
fees chargeable for services such as landing taxes or embarkation or
disembarkation fees at ports and airports and exchange rates mean that
the price of your travel arrangements may change after you have booked.
However there will be no change within 30 days of your departure.
We
will absorb and you will not be charged for any increase equivalent to
2% of the price of your travel arrangements, which excludes insurance
premiums and any amendment charges. You will be charged for the amount
over and above that plus an administration charge of £1 per person
together with an amount to cover agents commission. If this means that
you have to pay an increase of more than 10% of the price of your
travel arrangements, you will have the option of accepting a change to
another holiday if we are able to offer one (if this is of equivalent
or higher quality you will not have to pay more but if it is of lower
quality you will be refunded the difference in price), or cancelling or
receiving a full refund of all monies paid, except for any amendment
charges.
We will consider an appropriate refund of insurance
premiums paid if you can show that you are unable to transfer or reuse
your policy. Should you decide to cancel for this reason, you must
exercise your right to do so within 14 days from the issue date printed
on your final invoice. Should the price of your holiday go down due to
the changes mentioned above, by more than 2% of your holiday cost, then
any refund due will be paid to you. However, please note that travel
arrangements are not always purchased in local currency and some
apparent changes have no impact on the price of your travel due to
contractual and other protection in place. The price of your holiday
was calculated using exchange rates quoted in the ‘Financial Times
Guide to World Review Currencies’ on 26/7/2007 in relation to the rate
of 1.4682 Euro/Pound, 10.8152 Kuna/Pound, 2.0312 US$/Pound.
How to Book
Neilson Reservations - 0845 070 3460
• Weekdays: 8am to 8pm
• Saturdays: 9am to 5pm
• Sundays: 10am to 4pm
Booking Direct
Call
our reservations team to check availability and for any other
information you may require. A deposit of £130 per person plus the
insurance premium is required at the time of booking. Final balance is
due 8 weeks before departure. If your booking is made within 8 weeks of
departure, full payment is due at the time of booking.
Booking via Your Travel Agent
Call into your local travel agent who will be able to check availability and confirm your holiday arrangements for you.