Terms & conditions

The aim of these Booking Conditions is to explain where you stand as a Customer of Exxos S.L.

1. MAKING A RESERVATION
When you or your agent sends a request to us we will confirm if this is available and send a booking confirmation with a reference number. No booking can be regarded as firm until the confirmation is received. In order to process the reservation we are to receive 15% of the total of the invoice. Soon our on-line secure server payment method will be available, so this requirement will be waived.

2. PAYING FOR YOUR HOLIDAY
All reservations will be invoiced as soon as the booking is confirmed. We must receive payment in accordance with our invoice (20% deposit unless stated differently) 2 weeks prior to U.K. departure, the rest can be paid on arrival. If the booking is made after this time, then total payment must be sent as soon as the invoice is received, or 20% can be charged to credit card and the balance paid on arrival.

3. CHANGES MADE BY YOU
If after we have issued the confirmation and the invoice, you wish to change your booking we will do all we can to make the necessary arrangements for the change once it is received in writing if it is possible. Any extra costs incurred will be forwarded on an amended invoice and an administration fee of €15.00 per booking may be levied for each alteration made. If an extra person is added to a booking we must be informed, failure to do so may result in an additional charge in resort.

4. CHANGES BY CUSTOM HOLIDAYS
It is highly unlikely that any changes at all will be made to the confirmed accommodation and any changes that occur will usually be minor. A major change will be classed as a change to accommodation of a lower rating, or different resort. If we are forced to make a change we will attempt to notify the agent or the client of the change before travel and they will be given the option of accepting the change or cancelling and receiving a full refund of all costs paid.

5. IF YOU HAVE TO CANCEL
If you need to cancel the holiday, we must receive a request in writing. Any cancellations will incur charges as follow:
• More than 15 days: Nil
• 14 - 4 days: £50
• 3 days before arrival or later: 100% of invoiced amount.

6. WHAT THE PRICE INCLUDES
ACCOMMODATION- Prices quoted are per apartment based on occupancy up to the maximum number sharing.
MEALS- None. All apartments and houses are sold Self-Catering.
RESORT OFFICE- The resort office is open Monday - Fri. 09.30 - 18.00, Sat 09.30 - 13.00 and Sunday closed. An emergency twenty four-hour number is also provided to our guests.
CLEANING- All bookings include final cleaning. Where stated dome properties have weekly maiden/cleaning service.
DEPOSITS- Some complexes will ask for a key deposit on arrival against any damages. This is extra to the holiday costs and must be paid on arrival. This amount will be refunded on departure less any costs if any damage is incurred.

7. ACCOMMODATION AND RATINGS
Official ratings are set by the relevant authorities in each country, and they will not necessarily have the same standards and facilities as a similar rating elsewhere. We can supply an accurate description with the official rating for each property and we will not accept any responsibility for wrongly described properties or misquoted information given by a third party.

8. YOUR ACCOMMODATION
Studios.
A 'Studio apartment' is one room, living-sleeping accommodation, usually with divan/sofa beds, basic kitchen facilities (usually two cooking rings and a fridge) and a bathroom.
Apartments.
An apartment is a self-contained flat with one or more bedrooms, usually with twin beds (extra beds are normally supplied in the form of a sofa bed in the lounge area), a kitchen area with basic facilities (usually two cooking rings and a fridge) a living area and a bathroom. Apartment descriptions indicate the number of persons who can occupy the apartment (e.g. 2-4 persons). This will not always mean that at the time of your stay the apartment will contain the maximum number of beds, the apartment may only be equipped to cater for the size of your party.

9. DURATION OF STAY
Your accommodation is reserved for you from 13:00 on the day of your outward departure from the UK. The start date will be stated on our booking confirmation. For night flights departing between 00.01 and 06.00 hours, the day of departure is deemed to be the previous day. In this case the apartment will be available immediately upon arrival in the early hours of the morning and this will be classed as the first night of your holiday. Rooms should be vacated by 15:00 on the last day of the holiday, again for night flights departing between 00.01 and 06.00 hours, the day of departure is deemed to be the previous day. On occasions there may be several hours to wait before the departure of your flight home: in such cases a room may be available for the storage of luggage and showering. Sometimes it may be possible to keep the room until departure, but a cost migh be incurred in resort to enable you to do this, and arrangements for this cannot be made until the day prior to departure.

10. SPECIAL REQUESTS
We will endeavour, wherever possible, to meet any request made in writing but no guarantee can be given. Unless specifically agreed by us in writing we cannot accept any booking which is conditional on the satisfaction of a special request.

11. DISABLED PEOPLE
Whilst we do everything possible to provide the highest level of service to all our customers we feel it is only right to point out that we are not a specialist operator in the field of holidays for the disabled. The majority of complexes are not equipped to cater to the needs of many disabled passengers and also the natural terrain and layout of some resorts can make life very difficult for wheelchair users. It is therefore of utmost importance, if you have any disability, that the appropriate enquiries are made about the suitability of the accommodation and the resort and that you are sure of the suitability of your choice before booking.

12. CONDITIONS IN HOLIDAY RESORTS.
Problems/Complaints
If there is a specific problem affecting your accommodation you must report this to the Resort Office immediately, as well as to the accommodation staff. Every effort will be made to rectify the problem. Insects, for example cockroaches, ants and mosquitoes are common in hot countries and although not a pleasant sight they are usually harmless and do not mean that your accommodation is dirty or unhygienic.
Building Works
We cannot be held responsible for building works, noise, or any other external interference, which may affect your holiday.
Pool Areas
We accept no responsibility for use of unattended swimming pools or lack of information regarding safety measures, such as depth of pool and diving restrictions.
Excursions
Any excursions, trips, or tours booked in resort by the clients are done so at their own risk. We cannot be held responsible for any accidents occurring on these trips, or any problems immediately connected with such, EXCEPT IN THE CASE THE BOOKING HAS BEEN MADE THROUGH OUR OFFICE.

13. IF YOU HAVE A COMPLAINT
Although we aim to provide you with the best holiday possible there are occasions when you may have problems while in resort. In this event you must report this to the Resort Office immediately who will do all they can to solve this problem. If after allowing the complex, representative or our office to deal with the situation, you remain dissatisfied you must ask for a Customer Complaints form which will be filled in and a copy given to you to record your dissatisfaction. In the unlikely event that the matter cannot be resolved while in resort, on your return to the UK you must send the Customer Complaints form with a detailed cover letter to your booking agent within 28 days of your return from holiday. We will then try and resolve this within 28 days amicably. We will not accept liability for any complaint, not reported to our representative or resort office, nor for any complaint received outside the 28 day period. Failure to comply may invalidate any later claim.