Terms & Conditions
Contract: Great Little Breaks is trading name of Hotelshop UK Ltd. Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with Hotelshop UK Ltd, whether your booking is made by phone, online, email or fax.
We recommend you take any relevant paperwork / confirmations of your booking with you on your break.
Making a booking and payment:
Please note as of the 11th January 2018, Great Little Breaks removed the tiered payment fee structure which was in place and have now introduced a flat £2.50 booking fee on all online bookings and £5 booking fee on all bookings made through the contact centre. Please note the revised cost of the Flexibility Payment Option is now £20. Any booking made after 11th January 2018 where the Flexibility Payment Option is taken will be entitled to a refund of 75% of the total booking amount, excluding any booking fees and Flexibility Payment Option.
Full payment will be taken upon confirmation of your booking. All bookings are pre-paid and non-refundable, unless the Flexibility Payment Option has been selected at time of booking. (See Flexibility Payment under Payment). The Flexibility Payment Option is not available upon redemption of gift vouchers, nor against specific bookings. These bookings are highlighted as exempt from the Flexibility Payment prior to booking.
You will then receive a confirmation email which forms a contract between you, the Booker and Hotelshop UK Ltd. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately by calling 01905 792818. Please ensure that guest names are correct, and as they appear in a passport. The cost of your accommodation does not include any extra chargeable services that you may take or use whilst at the accommodation. These are payable direct to the accommodation provider. Please note: you may be asked for a credit card or cash deposit on your arrival to cover any additional expenses or damages incurred during your stay. Hotelshop UK Ltd has no control over the amount that is requested.
Your responsibility for your booking: When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
If you want to change your booking: After your confirmation has been issued, any requests for changes must be sent to us in writing, by email, fax or post, by the person that made the booking and must be received by us 48 hours prior to your check in date. We cannot guarantee that we will be able to accommodate your request but we will try to do so. Unless the Flexibility Payment Option has been selected at time of booking, you will be asked to pay an administration fee of £15 per booking plus any charge made by the accommodation supplier. These are likely to be higher the closer you get to your arrival date, so contact us as soon as you can. If you change the number in your party, the accommodation price will be re-calculated. Please be aware that where bookings made are pre-paid & non-refundable at time of booking we will be unable to make any changes. To make any changes please contact Hotelshop UK Ltd direct. Amendments made directly with the hotel/apartments will not be effective. You can contact Hotelshop UK Ltd on 01905 792818. Opening Hours: Monday-Friday: 8.30am-8pm, Saturday-Sunday: 10am-4pm.
If you want to cancel your booking: All bookings are pre-paid and non-refundable, unless the Flexibility Payment Option has been selected at time of booking. (See Flexibility Payment Option under payment). Amendment fees, if any, are non-refundable in the event of a cancellation.
If we change or cancel your booking: We reserve the right to change or cancel your booking. Subject to the note below, if we make a change and you don't want to accept it, you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive) or a refund of the money you've paid to us. This does not apply where the change is not material. Examples of non-material changes include, but are not limited to, temporary withdrawal of facilities or seasonal unavailability of amenities. We will not be responsible to pay any compensation following a change or a cancellation by us. Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. Note: If a change or cancellation occurs because of circumstances beyond our control, for example war, riot, industrial dispute, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, flood, epidemic or pandemic illness and all similar situations we will have no liability to you. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.
Our responsibility for your booking: We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations: i. where the accommodation cannot be provided as booked due to circumstances beyond our control (see the Note in clause 8) ii. Where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you. iii. Where you incur any loss or damage that relates to any business activity. iv. Where any loss or damage relates to any services which do not form part of our contract with you. If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury. All information on the Great Little Breaks website relating to accommodation advertised on the website including, but without limitation, details of the accommodation, the availability and/or price of the rooms/apartments, the facilities available at the accommodation, any accreditations the accommodation provider may hold and/or any details relating to any other services advertised on the website have been included on the website by accommodation and/or service providers who are independent businesses and are not agents or employees of Hotelshop UK Ltd. This information does not constitute any advice or recommendation given by Hotelshop UK Ltd and Hotelshop UK Ltd shall not be held liable for inaccuracies or errors in the accommodation contents or any of its elements.
Insurance: It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation if appropriate) in the event of accident or illness.
Accommodation provider facilities: The availability of the facilities listed is under the direct control of the accommodation and as such Hotelshop UK Ltd cannot be held responsible if those facilities are not made available.
Behaviour: When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.
Check-in and check-out: Check-in is normally after 2pm, however please check hotel policies on the website for each individual property. If you check-in after midnight, your accommodation has been reserved for you from the previous day and this counts as the first night of your stay. Check-out is normally at 11am, again please check hotel policies on the website for each individual property.
Special requests: Special Requirements e.g. ground floor room etc., can be requested but are not guaranteed.
Please bear in mind that Hotelshop UK Ltd is only liable to compensate you in line with these booking conditions - in particular the clause above makes clear that it is our obligation is to choose the accommodation provider with reasonable skill and care. Any dispute or claim arising out of this contract that can't be settled between us can be referred by you to ABTA arbitration (see ABTA outlined below) or court. We agree that the courts of England and Wales have jurisdiction and English law applies (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)
Financial protection: The monies you pay to us for your accommodation are protected by means of a bond held by ABTA (See further information on ABTA below). This means that, if in the unlikely event of our insolvency your accommodation can't be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned.
Flexibility payment: All bookings are pre-paid and non-refundable unless the Flexibility Payment Option has been selected. Selecting the Flexibility Payment Option will enable you to cancel the reservation and receive a 75% refund of the total booking price excluding any booking fees and the Flexibility Payment Option.. The Flexibility Payment Option is not available upon redemption of gift vouchers. To cancel your reservation you will need to call 01905 792 818 - 48 hours prior to arrival. Cancellation of this booking after this period will incur no refund. The cost of the flexibility payment is £20 per booking and the flexibility payment is non-refundable. If you wish to alter your booking we will endeavour to accommodate your requirements, subject to availability and payment of an amendment fee. Amendments may not be allowed on some bookings. Please note: The Flexibility Payment Option is not valid against the purchase of gift vouchers, gift experiences, any deals purchased under the 'Buy as a Gift' scheme, rail and theatre tickets or any item from our Great Little Gifts range, which remain fully prepaid and non-refundable. Where an added inclusion has been supplied by Great Little Breaks; such as River Cruise tickets, National Trust vouchers, Gourmet Society Memberships and shopping vouchers, these must be returned to Great Little Breaks before a refund can be actioned. Where the inclusion has already been used or cannot be returned, no refund will be given. Great Little Breaks accept no liability where the Flexibility Payment Option is taken but the chosen break stipulates that it is exempt from the terms of the Flexibility Payment Option.
Kernow Kampers & Isle Of Wight packages: The flexibility payment can be purchased on these packages however with the exception that bookings cannot be cancelled, only amended. Please note that additional charges may apply if selecting dates with a supplement or if an amendment fee is required from a third party supplier. Full terms and conditions for our Minidub package can be found here.
Prices: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect Hotelshop UK Ltd reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate. All "from" prices displayed on our website are per person for the total package unless otherwise stated. These from prices are the entry level price and always subject to availability, in some cases due to popular demand these rates may sell out quickly. We take every effort to ensure all prices are accurate at the time of publishing the packages.
Buy As A Gift Scheme:
All breaks purchased under the Buy As A Gift scheme are pre-paid non-refundable and the Flexibility Payment Option is not valid. Any Flexibility Payment Option purchased will be deemed as void and invalid.
Please allow 2 working days for your Buy As A Gift voucher to be processed. All vouchers will be sent by email. If you have selected for your voucher to be posted this will be sent by Royal Mail 1st Class Post, usual delivery time is 1-3 working days.
Buy As A Gift voucher packs will be sent to you directly. Please note we cannot dispatch your Buy As A Gift voucher pack until payment has been received and verified. Please remember to allow extra time for delivery around special occasions such as Christmas, Valentine’s Day, Mother’s Day, Father’s day and public holidays.
To avoid disappointment Great Little Breaks recommends that the recipient redeems their voucher at their earliest convenience to ensure availability. The Buy As a Gift Voucher must be redeemed and stayed by the dates stated on the voucher.
Any person who is not listed on the Buy As A Gift Voucher or named on the purchase confirmation has no right under the Contracts (Rights Of Third Parties) Act 1999 to carry out any terms of the booking. If a Buy As A Gift Voucher is re sold to a third party the voucher will be deemed invalid and void.
Any further upgrades or additions to the break will be chargeable upon redemption at the discretion of the hotel and are subject to availability. If the recipient wishes to upgrade their voucher, they must contact the Great Little Breaks Team directly on 01905 792818.
These terms and conditions do not affect your statutory rights as a consumer and are governed by and in accordance by English Law.
These terms and conditions are subject to change.
The Great Little Breaks offering of Gift Experiences is fulfilled by Activity Superstore. The below Terms and Conditions are specific to Activity Superstore.
Delivery - All purchases are sent out by first class Royal Mail delivery as standard. Purchases can only be delivered to a UK postal address and bought with a card that is registered to a UK postal address. Please allow 3-5 working days on all experience day vouchers, gifts and personalised gifts. All experience day voucher orders totalling over £200 will be sent out via Special Delivery, at no extra charge.
Voucher Validity - Vouchers are valid for a minimum of nine months (excluding promotions). Please check the season of any intended experience, as this may be shorter than the Voucher validity. You will find the expiry date printed on the Voucher. You must book and complete your experience prior to the expiry date, please note booking lead times apply. If you are unable to use your Voucher within the validity period, the Voucher can be extended for a period of up to six months (excluding promotional vouchers). A Voucher can only be extended once and must be done while the voucher is valid. A £20 administration fee is payable if you choose to extend your validity. Extended or Exchanged Vouchers cannot be refunded.
Refunds - If you are not satisfied with your Voucher pack, please call us within 28 days of purchase and we will happily arrange a full refund, excluding any delivery charges, on receipt of your Voucher. Refunds will be paid back onto the credit/debit card used to place the original order, or by cheque. No interest will be paid on the amount to be refunded. Refunds cannot be issued once a date has been booked with the provider.
Please note, personalised items do not fall under our standard refund policy and can only be refunded if damaged or faulty.
Age, Size & Health Restrictions - For safety reasons, some activities have certain size, age and health restrictions. You are required to notify Activity Superstore and/or the provider of any relevant medical condition. Our Contact Centre/or the provider can advise of any restrictions at the time of purchase and/or booking.
Insurance - Where applicable, the price of the Voucher includes the cost of providing you with personal accident insurance cover to participants up to 75 years old. This insurance cover is only included if indicated on your Voucher and is not available for activities that take place abroad. Full details of insurance cover are available on request.
Weather - Activities may be cancelled due to weather conditions, mechanical failure, or for other reasons beyond our control. If your experience is cancelled because of the weather, you will be able to rebook for a date on which you are able to attend. If you are unable to travel to your experience due to bad weather but the Experience still takes place we may not be able to rebook you without an administration cost.
Images - All images are for illustration purposes only, each Gift Experience will vary depending on the chosen location.
Great Little Breaks Gift Vouchers:
You may cancel a Voucher Contract without giving any reason within fourteen days from the day after the day you receive the Voucher provided that you have not already redeemed the Voucher. If you cancel during this period, you will receive a full refund of the price paid for the Voucher, excluding any booking fees. All monetary gift vouchers are valid for a maximum of 12 months from date of purchase unless otherwise stated and any outstanding voucher balance remaining at time of expiry will be forfeited.
To exercise the right to cancel a Voucher Contract, you must inform us by email to firstname.lastname@example.org of your decision to cancel the Voucher Contract by a clear statement or you may complete the "Contact Us" form on the Site here. You must destroy the Voucher and delete any emails sent to you with a copy of the Voucher. If you fail to comply with this obligation and/or attempt to use a cancelled Voucher, we may have a right of action against you for compensation.
If you have cancelled the Voucher Contract in accordance with clause above then we will refund the amount paid for the Voucher in full and any refund will be made within 14 days of a cancellation made in accordance with this clause by the same method originally used by you to pay for your purchase unless you have expressly agreed otherwise.
You will not have any right to cancel a Voucher Contract where the Voucher has already been redeemed at a Supplier or where the Voucher has passed its Expiry Date.
When a Great Little Breaks Gift Voucher is used as payment, the flexibility option is not available.
Website incentives: Whereby you are presented with an incentive to book, by entering a VIP discount code, please note these cannot be used in conjunction with gift voucher purchases, any other promotional offer or third-party offer and are only valid per booking not per room. For bookings that require more than one room please contact our customer service team who will be happy to assist.
Lonely Planet 2018/19: Discount code exclusive to Lonely Planet Magazine readers. £40 off valid on breaks booked for 2019 with a minimum of two nights. Please note VIP code cannot be used in conjunction with gift voucher purchases, any other promotional offer or third-party offer and is only valid per booking not per room.
CUSTOMER FEEDBACK AND COMPLAINTS
Customer feedback / reviews: All feedback/reviews posted on the Great Little Breaks website are the opinions of customers who have stayed at a property, not of Great Little Breaks or Hotelshop UK Ltd. These comments can vary greatly and as such should be considered alongside all information given for the property.
- 1) If you have a problem during your stay, please inform the accommodation provider immediately, who will endeavour to put things right. You should also try to find a solution whilst you're there.
- 2) If your complaint is not resolved locally, please follow this up within 10 days of your return home by writing to our Customer Services Department at Great Little Breaks, Hotelshop UK Ltd, Brine Well House, Tower Hill, Droitwich Spa, Worcestershire WR9 8BY or email email@example.com giving your booking reference and all other relevant information regarding your complaint
Please keep your letter concise and to the point, as this will assist us to identify your concerns quickly and speed up our response to you. If you fail to follow this procedure the hotel will have been deprived of the opportunity to investigate and rectify your complaint whilst you were at the accommodation and this may affect your rights under this contract. We will endeavour to respond to all complaints as quickly as possible but as per ABTA guidelines this can take up 28 days.
For the avoidance of doubt, refunds will be not given based on the following:
- If you change your mind and have not taken the Flexibility Payment Option (where applicable) and want to cancel your booking. Please note some bookings are exempt from the Flexibility Payment Option and therefore are non-transferable and non-refundable.
- Specific terms and conditions as detailed on the offer page have not been read accordingly.
- You fail to present any paperwork or confirmations to the supplier which detail the break or inclusions which would support any booking you have made. (For example at a ticket office, or hotel reception detailing all the inclusions).
- You are unable to redeem any vouchers or experiences by the redemption date stated
- If the break did not meet your general expectations (for whatever reasons).
Hotelshop UK Ltd is a Member of ABTA, membership number L8766/ Y3251. Hotelshop UK Ltd is obliged to maintain a high standard of service to you the Booker by ABTA's Code of Conduct. Hotelshop UK Ltd can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.
Availability of the website: Hotelshop UK Ltd accepts no liability for any disruption or non-availability of the website resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, power failure, natural events, acts of war or legal restrictions and censorship.
Hotel ratings: Great Little Breaks ratings shown are given as a guide only. They symbolise the level of service and range of facilities that you can expect. Because of the different grading systems in the UK, Great Little Breaks have identified the rating that best suits the property.
General images (including upsell items): All images displayed on the Great Little Breaks website are a generic depiction of facilities/services available and as such should be not be taken as a true reflection of the particular facility or service you have paid for.
Copyright: This copyright notice applies to all pages, images, text and programmes throughout the Great Little Breaks website, which are copyright protected under national laws and international treaties worldwide. Information contained within the site must not be reproduced or distributed, in part or whole, without prior written consent. All rights reserved.
Links to other websites: The Great Little Breaks website may contain links to other sites. Unless expressly stated, these sites are not under the control of Hotelshop UK Ltd or that of our affiliates. We assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of the use of them. The inclusion of a link to another site on this website does not imply any endorsement of the sites themselves or of those in control of them.
PRIVACY & COOKIES
CHANGES TO THE SERVICE AND THESE TERMS AND CONDITIONS
Hotelshop UK Ltd reserves the right to change the website, its content or these terms and conditions at any time. You will be bound by any changes to the terms and conditions from the first time you use the website following the changes. If Hotelshop UK Ltd is required to make any changes to terms and conditions by law, these changes will apply automatically to any orders currently pending in addition to any orders placed by you in the future.
In the event of any conflict between these terms and conditions and any prior versions thereof, the provisions of these terms and conditions shall prevail unless it is expressly stated otherwise.