Important Information
Booking Conditions & Important Holiday Information
The following Terms and Conditions are applicable when booking with Longwood Holidays. Please read them carefully before booking.
Your contract is
with Longwood Holidays, a trading name of the Preston Travel (CI) Ltd, reg no:
FC027116.
Preston Travel is a member of ABTA.
Booking Conditions
1. Your Contract
2. Financial Protection
3. Holiday Price
4. Special Requests
5.Changes By You
6. Cancellation By You
7. If We Change or Cancel Your Holiday
8. Force Majeure
9. Complaints
10. What Happens To Complaints
11. Our Liability
12. Passport, Visa And Immigration Requirements
13. Holiday Conduct
18. Delays, Missed Transport Arangements And Other Transport Information
19. Prompt Assistance In Resort20. Excursions Booked in Resort
22. Extra Beds And Single Rooms
23. Arangements Independently Booked
Important Holiday Information (which also constitutes part of our booking conditions; please read carefully)
Baggage allowance information for divers >>
Baggage allowance information for golfers >>
Booking Conditions
These Booking Conditions, the General Information together with our privacy policy and where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Preston Travel CI trading as Longwood Holidays, hereinafter called the 'Company'. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. By making a booking, the first named person on the booking agrees
on behalf of all persons detailed on the booking that:-
1. He/she has read these terms and conditions and has the authority
to and does agree to be bound by them;
2. He/she consents to our use of information in accordance with our
Privacy Policy;
3. He/she is over 18 years of age and resident in the United Kingdom
and where placing an order for services with age restrictions declares
that he/she and all members of the party are of the appropriate age
to purchase those services
1. Your Contract
accept our written or verbal quotation; and b) you pay us a deposit. If you are booking within 70 days of departure, full payment is due at the time of booking; and c) we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and which will be sent to you.
From 1st October 2012, if your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will issue you with an ATOL Certificate and a booking confirmation. Upon receipt, if you believe that any details on the ATOL Certificate or booking confirmation or any other document are wrong you must advise us immediately, as changes can not be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).
2. Financial Protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from our brochures and/or website and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by the Civil Aviation Authority under ATOL number 1272. In respect of all arrangements including flights you will receive a confirmation invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser's Licence. This means that inrespect of all arrangements including flights, in the unlikely event of our insolvency, the CAA will ensure that you are not left stranded abroad or will arrange to refund any money you have paid to us for an advance booking except where your contracted arrangements with us do not include transport to and from the UK. In this case, if already abroad,you will be returned to the point where your contracted arrangements with us commenced. From 1st October 2012, when you buy an ATOL protected flight or flight inclusive holiday from us you will also receive an ATOL Certificate. This lists the flight, accommodation, car hire and/ or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes an amount
to cover the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. Please ask us to confirm what protection may apply to your booking. We are also a member of the Association of British Travel Agents (ABTA number V6612). If your holiday does not include flights, ABTA will financially protect your holiday in the same way. Please note that some of the links to other sites on our website are to non ABTA sites. The ABTA scheme of financial protection does not apply to these sites.
3. Holiday Price
a) We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. A brochure may also be superseded by a new edition with prices that will only apply to new bookings made after the date of publication of the new brochure.
b) At the time of booking you must pay a deposit of £125 for every person travelling, or an agreed sum where flight seats are purchased at the time of booking. Some airlines require tickets to be issued at the time of booking, in which case the deposit will be at least the full cost of the ticket for each person, which may not be refundable. If we have to make special flight arrangements we reserve the right to charge you the full cost of these flights by way of a higher deposit at the time you book your holiday. We will quote the increased deposit cost before we confirm your booking. The balance of the price of your travel arrangements must be paid no less than ten weeks before your departure date. Payments by credit card are subject to a handling fee. Please be aware that even
when you pay the standard deposit, on some occasions the airline may request the payment date is brought forward, in which case we will notify you of this change. This usually occurs when an airline withdraws a fare and requests that all tickets in the old fare are issued by a particular date, or brings forward the ticketing deadline. We may therefore contact you prior to the balance due date to ask for an interim payment to cover the cost of your flight arrangements. If you pay this, it becomes part of your deposit and you would lose it if you subsequently cancel your booking. If you are unable to pay at that time, the airline fare will no longer be guaranteed, and your booking could be subject to a fare increase (see Clause f). Regrettably we cannot accept responsibility for any losses which you may incur in these circumstances. Similarly, revised payment schedules may apply to some accommodation costs or other services provided by us at certain times. The booking is binding upon the Company as shown in Clause 1.
c) The Company reserves the right to decline any booking.
d) The Company is not under any obligation to deliver any tickets or documents appertaining to the booking until full payment has been received by the Company, or your travel agent if effecting the booking via a travel agent.e) Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent's obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to
pay that money to us.
f) If all monies are not paid in full and on time (including any surcharge applicable), we will treat your travel arrangements as cancelled by you and we shall retain your deposit (and you must pay any applicable cancellation charges as shown in clause [6]). If we do not cancel straight away because you have promised to make payment (which is entirely at our discretion), you must pay the cancellation charges shown in Clause 6 depending on the date we reasonably treat your booking as cancelled. For flight inclusive bookings, all monies paid to an authorised agent for your holiday with us will be held on our behalf until they are paid to us or refunded to you. Some hotels, transport or service providers may impose different payment schedules at certain times, and may not advise us until after your booking has been confirmed. Should this apply to your booking, we will advise you as soon as the hotel, transport or service provider makes us aware of this requirement.
g) The price of your travel arrangements is based on known hotel rates and transport costs in January 2012. All prices are shown in UK pounds sterling. Prices valid from October 2012-October 2013 or until publication of any revised edition if earlier or later. Prices listed in our brochure are for guidance purposes only. For the most up-to-date prices, please contact reservations.
h) Once the price of your chosen holiday has been confirmed at the time of booking, we will, subject to the correction of errors, only increase or decrease it subject to the conditions set out in this clause, if our costs increase or decrease as a result of transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increasing or decreasing or our costs increase or decrease as a result of any changes in the exchange rates used to calculate the cost of your holiday. We will not impose a surcharge within 30 days of departure. We will absorb any increase in our costs equivalent to 2% or less of the price of your travel arrangements, excluding any amendment charges. You will be surcharged for the amount over and above that, plus an administration charge of £1 per person together with an amount to cover commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, excluding any amendment charges, you will have the choice of the options set out in Clause 7. 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 confirmation invoice. If you do not tell us that you wish to do so within this period of time, we are entitled to assume that you will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.
A refund will only be payable if the decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs. Refunds will not be paid if any applicable decrease in costs occurs within 30 days of departure. 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 or contractual and other protection in place. Certain airlines may charge
for additional pieces of luggage even though they may be under the required weight. 'From' prices shown represent the lowest available price within each date band
4. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.
5. Changes By You
a) All amendments are subject to availability. If you need to amend your holiday details after booking, there will be an administration fee of £30 per person, providing the amendment is requested more than 70 days prior to departure. Where amendments can be made, in addition to the administration fee, you must also pay any costs or charges incurred by ourselves and/or incurred or imposed by any of our suppliers. Amendments within 70 days of travel will be considered a cancellation and the cancellation charges shown in Clause 6 will apply. If any member of your party is prevented from travelling, that person may transfer their place to someone else (introduced by you) providing we are notified not less than four weeks before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £40 per person must be paid before the transfer can be effected. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.
NOTE:No amendments will be effected unless details are confirmed to us in writing from the person who made the booking. Flight tickets, once issued cannot be amended. b) Please note: Certain travel arrangements (e.g. Advance purchase, Special offer, Published fare, Charter ticket or similar) cannot be changed after a reservation has been made, and any alteration request will incur a 100% cancellation charge. Name changes or departure changes are not always permitted by the carrier, hotelier or service provider and you may incur up to 100% charges. c) No refund or compensation will be made or given for any unused accommodation or any unused services or features of the tour/ holiday including pre-booked diving or golf packages, nor will such accommodation, services or features be exchangeable for any other accommodation, services or features if you change, cancel or curtail your holiday.
6. Cancellation By You
a) You, or any member of your party, may cancel your holiday at any time providing that the cancellation is made by the lead passenger on the booking and is communicated to us in writing direct, or via the travel agent with whom you made your booking, if booked through a travel agent. As this incurs administrative costs, we will retain your deposit and in addition will apply cancellation charges as a percentage of the entire holiday cost, up to the maximum shown below: More than 70* days before departure date Deposit forfeited Between 70 and 29 days 50% Between 28 and 22 days 70% or deposit if greater Between 21 and 8 days 90% Within 7 days of departure 100% (*day one of your cancellation will be taken as the day before your actual date of departure). These charges are based on how many days before your departure we receive your written cancellation notice, and not when your correspondence was sent to us.
b) However, if your booking includes a flight based on a restricted fare (e.g. Advance purchase, Special offer, Published fare, Charter ticket or similar) or you have paid a higher deposit for certain accommodation or other services, cancellation charges may be higher, up to in some cases the full amount of the booking. Please note: cancellation charges made by our suppliers may be higher than the cost of the deposit and we reserve the right to pass such fees on to you. We will always advise you of such fees before cancellation. Also please note that in the case of part cancellation, for example if members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay the extra room charges such as single supplements. One person who occupies a twin room will probably have to pay a significant extra charge. Please note that this supplement is not a cancellation charge and may not be covered by your travel insurance policy.
c) Regardless of holiday value, the minimum cancellation fee will be £125 per person.
d) If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim these charges.
7. If We Change or Cancel Your Holiday
a) Occasionally, we have to make changes to and correct errors in the brochure and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. Most changes are minor although sometimes we may have to make a significant change. Examples of a minor change are a change of airline or aircraft used in the provision of your holiday/flight, an alteration in your outward travel time by less than 12 hours, a change of accommodation to another of the same standard. If we have to make a major change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of (for major changes): (i) accepting the changed arrangements. (ii) purchasing an alternative holiday/arrangements from us, of a similar standard to that originally booked if available. If this holiday is in fact cheaper than the original one, we will refund the price difference. (iii) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us (excluding amendment charges). A change of airport within the London airport area (Heathrow, Gatwick, Luton, or Stansted) is not classed as a major change. If we have to make a major change or cancel, we will also pay you the compensation payments set out in the table below depending on the circumstances and when the major change or cancellation is notified to you except where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control (see "force majeure" below) the consequences of which we could not have avoided even with all due care or where the minimum number of persons required to operate your holiday has not been reached - in this case we will tell you by the deadline specified. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or if the change made is a minor one. Whichever of the above options you choose, we will pay you compensation as follows:
Period of notification Compensation given
prior to departure date per person travelling:
More than 56 days Nil
56 - 29 days £10
28 - 15 days £20
14 - 0 days £25
There are no compensation payments payable to those travelling on 'free group places', children travelling at reduced rates or to infants under the age of 2.
b) The compensation that we offer does not exclude you from claiming more if you are entitled to do so. We will not pay you compensation where we make a major change or cancel more than 56 days before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you. We will not pay you compensation and the above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you. Very rarely, we may be forced by "force majeure" to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you may incur as a result. If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.
c) Whilst we try to ensure that all prices shown on our website and Viewdata, and all quotes given by our staff, are accurate, errors may occur. If we discover an error in the price of your holiday which means the price is higher than originally displayed or advised, we will inform you as soon as possible and give you the opportunity to either continue with the booking at the correct price, or cancel with a full refund of all monies paid to us.
8. Force Majeure
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in Clause 11(1) below as a result of "force majeure" i.e. any event which we or the supplier concerned' control of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include: refusal of landing rights by the CAA to any airline, war or threat of war, riots, civil strife, actual or threatened terrorist activity, industrial dispute, technical problems with transport including changes imposed due to rescheduling or cancellation of flights by an airline or main charterer or alteration of the airline or aircraft type for reasons beyond our control or that of our suppliers, closed or congested airports or ports, natural or nuclear disaster, quarantine, epidemics, health risks, adverse weather conditions, fire, volcanic ash, Government action, change to Foreign Office advice to advise against travel to your destination, significant building work ongoing outside of your accommodation (such as resort development) and all similar events outside our control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
9. Complaints
Please inform the relevant supplier and our resort representative/local independent partner immediately who will endeavour to put things right. It is strongly recommended that you complete a Customer Report Form whilst in resort. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to: Customer Services Department, Longwood Holidays, Sapphire House, 22 East Barnet Road, Barnet, Herts EN4 8RQ giving your booking reference and all other relevant information. If you fail to follow this simple procedure this may affect your rights under this contract including any compensation you may otherwise have been entitled to.
10. What Happens To Complaints
We are a member of ABTA, membership number V6612. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. Disputes arising out of, or in connection with this contract which cannot be amicably settled may be referred to arbitration, if the customer so wishes, under a special Scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The Scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www. abta.com). 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. 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. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within twelve months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use ABTA / Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary Scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
11A Our liability for package holidays and bookings of accommodation only A package holiday exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:- (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. (1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an "organiser" under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your booking confirmation, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees' or suppliers' negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. (2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from:- (a) the act(s) and/or omission(s) of the person(s) affected; or (b) the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unforeseeable or unavoidable; or (c) unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or (d) an event which either ourselves, our employees, agents or suppliers and subcontractors could not, even with all due care, have foreseen or forestalled. (3) We limit the amount of compensation we may have to pay you if we are found liable under this clause 11A: (a) Loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind. (b) Claims not falling under (a) above or involving injury, illness or death. The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. (c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel. (d) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract. (e) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. (f) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. 11B Flight Only Bookings In respect of flight only bookings, we enter into a direct contract with you to ensure that you are protected by CAA ATOL Regulations. Our only obligation under that contract is to reserve a seat for you with the airline concerned or such other airline as may be substituted and provide you with a ticket for travel. We have no responsibility or liability for the provision of the actual flight itself or for the acts or omissions of the airline concerned. The airline's terms and conditions of carriage will apply to your contract (copy available on request). Our maximum liability if we are found to be at fault in connection with our obligation to reserve a seat for you and provide you with a ticket for travel as set out above is limited to twice the price of the booking in question. Where a carrier would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are due to receive from the airline for the complaint or claim in question. 11C All Bookings Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us or enable you to cancel or change your contracted arrangements with us without charge. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or any business losses. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion/tour/activity you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
12. Passport, Visa And Immigration Requirements
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. A full British passport presently takes approximately 6 weeks to obtain. Requirements may change and you must check the up to date position in good time before departure – and we accept no liability in this respect. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www. passport.gov.uk. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check www.usembassy.org.uk For European holidays you should obtain a completed and issued form EHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk Information on health is contained in the Department of Health leaflet T6 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. For holidays in the EEA you should obtain an EHIC (European Health Insurance Card) prior to departure. The party leader must ensure that all members of the party are in possession of all necessary travel and health documents before departure. We cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country or otherwise incur any loss due to failure on your part to carry correct documentation or comply with any passport, visa, immigration requirements or health formalities. If you or any member of your party is not a British Citizen or holds a non British passport, you must check passport and visa requirements with the Embassy or Consulate of the country (ies) to or through which you are intending to travel.
13. Holiday Conduct
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without notice to terminate the holiday of the person(s) concerned without compensation or refund. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
14. Brochure Accuracy
a) The 'from' prices and offers contained in this brochure are valid and correct to the best of our knowledge at the time of publication (September 2012). All prices and offers are subject to change and errors to correction. If we discover an error in the pricing of the holiday you have ordered, we will tell you and ask whether you wish to continue with the order or cancel it.
b) We rigorously check the information given in our brochure about accommodation, resorts, itineraries etc. to ensure it is correct at the time of our brochure going to print (September 2012) but in view of the fact that brochures are prepared in advance, advertised facilities may be changed. We also regularly check the information given on our website to ensure that it is as correct and up to date as possible, but the responsibility for making us aware of changes as they happen lies with the relevant supplier and we cannot take responsibility for changes to services or facilities that have not been brought to our attention. Therefore changes may be made to the particulars in this brochure or on our website at any time before the contract with you is made. In these circumstances, and where we have been given reasonable notice by the supplier, we will notify you of changes before you book. Descriptions of facilities provided at hotels and all information are given in good faith and every effort has been made to ensure their accuracy. However, it is possible that hoteliers, restaurateurs, shopkeepers, night club owners etc. (over whom we have no control) may wish to maintain, change, improve, reduce or close their facilities, or even take a break themselves. For example a swimming pool may be closed for maintenance or empty for cleaning, a discotheque or spa facility may be closed for refurbishment which will then be temporarily or permanently unavailable. Please be aware that in some cases the operation of airconditioning or central heating is at the discretion of the management, and so is the operation and heating of swimming pools. The operation of other sports or entertainment facilities is also at the discretion of the management. Some hotels charge for the use of nightclubs or discotheques, kids clubs, tennis courts, mini golf, table tennis, ice skating, deck chairs, umbrellas, health clubs, spas, massage and beauty treatments, beach and sports equipment, safety deposit boxes, fridges, mini bars, and similar additional facilities. Some sports/facilities may have age or experience restrictions. Public holidays and religious festivals may also affect the operation of resort or hotel facilities. Hotels offering satellite TV may provide only a limited selection of channels in English, and may charge for some programmes. Flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion or cruise itineraries may change as a result of local conditions, or due to schedule changes from local suppliers/airlines. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised in our brochure and on our website. When we are told of any significant or long term changes we will always endeavour to update our website information as soon as possible and advise you prior to your departure.
c) Whilst we endeavour to ensure that all of the details shown in this brochure and on our website are correct, changes may need to be made to the hotel descriptions and facilities offered, as a result of building works or other circumstances beyond our control. We do therefore reserve the right to make changes to the particulars contained in this brochure or on our website. Should the change be deemed to seriously affect your holiday, you will be notified of such changes at the time of booking, or as soon as we become aware of any changes, if the changes occur after you have made your booking.
a) We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
We regularly check the information given on our website to ensure that it is as correct and up to date as possible, but the responsibility for making us aware of changes as they happen lies with the relevant supplier and we cannot take responsibility for changes to services or facilities that have not been brought to our attention. Whilst we will do our best to notify you or your travel agent of any changes to your holiday as soon as reasonably possible if there is time before your departure, we will have no other liability to you.
Description of facilities provided at hotels and all information are given in good faith and effort has been made to ensure their accuracy. However, it is possible that hoteliers, restaurateurs, shopkeepers, night club owners etc (over whom we have no control) may wish to maintain, change, improve, reduce or close their facilities, or even take a break themselves, and we cannot accept any responsibility for these changes. For example a swimming pool may be closed for maintenance or empty for cleaning, a discotheque or spa facility may be closed for refurbishment which will then be temporarily or permanently unavailable.
Please be aware that in some cases the operation of air-conditioning or central heating is at the discretion of the management, and so is the operation and heating of swimming pools. The operation of other sports or entertainment facilities is also likewise at the discretion of the management. Some hotels charge for the use of nightclubs or discotheques, kids clubs, tennis courts, mini golf, table tennis, ice skating, deck chairs, umbrellas, health clubs, spas, massage and beauty treatments, beach and sports equipment, safety deposit boxes, fridges, minibars and similar additional facilities. Some sports/facilities may have age or experience restrictions. Public holidays and religious festivals may also affect the operation of resort or hotel facilities. The operation of swimming pools is at the discretion of hotel management and clients who require confirmation of availability of swimming should check when booking their holiday. Hotels offering satellite TV may provide only a limited selection of channels in English, and may charge for some programmes.
Flight times, carriers and routes are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion or cruise itineraries may change as a result of local conditions, or due to schedule changes from local suppliers/airlines. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised on our website. When we are told of any significant or long term changes we will always endeavour to update our website information as soon as possible and advise you prior to your departure if there is time to do so, however we cannot accept any responsibility for these changes to your holiday.
b) Whilst we endeavour to ensure that all of the details shown on our website are correct, changes may need to be made to the hotel descriptions and facilities offered, as a result of building works or other circumstances beyond our control. We do therefore reserve the right to make changes to the particulars contained on our website at any time. Should the change be deemed to seriously affect your holiday, we will endeavor to notify you of such changes at the time of booking, or if the changes occur after you have made your booking, as soon as we become aware of any changes, however we will have no other liability to you.
Whilst we endeavour to ensure that all of the details shown on our website are correct, changes may need to be made to the hotel descriptions and facilities offered, as a result of building works or other circumstances beyond our control. We do therefore reserve the right to make changes to the particulars contained on our website at any time. Should the change be deemed to seriously affect your holiday, we will endeavor to notify you of such changes at the time of booking, or if the changes occur after you have made your booking, as soon as we become aware of any changes, however we will have no other liability to you.
16. Conditions Of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
17. Travel Insurance
a) Adequate holiday insurance is essential. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. If you choose to travel without adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available. b) If you cancel your holiday we make charges to cover our costs. The price of medical treatment overseas is often very high and the destinations we feature may not be covered by an EHIC. Repatriation in the event of serious illness or death can cost many thousands of pounds. For this reason it is vital that you take travel insurance which will usually (but please refer to individual policy terms) cover most of these costs as well as providing some protection for delays over 12 hours, repay some of your expenses for delayed or damaged luggage, your personal liability for accidents and often much more. We suggest you arrange travel insurance from the day you book and ask that you provide us with your policy details at the time of booking, so we can
help you immediately if necessary when you are overseas.
18. Delays, Missed Transport Arrangements And Other Transport Information
If you or any member of your party miss your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. The Package Travel etc. Regulations 1992 provide that in certain circumstances in the event of a transport delay or cancellation, or in the event that you experience difficulty during your package holiday arrangements, we will provide you with prompt assistance. Where we are liable to provide you with prompt assistance, this is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/ or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. We cannot accept liability for any delay which is due to any of the reasons set out in Clause 8 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time). The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know. Please note the existence of a "Community list" (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban within the EU Community. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Air Transport Users Council on 02072406061 www.auc.org.uk. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. This brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
19. Prompt Assistance in Resort
performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer such prompt assistance as is reasonable in the circumstances.
20. Excursions Booked in Resort
Important: Please note that all excursions and tours purchased by our clients in resort are not provided by Longwood Holidays. Your contract for the provision of these excursions and tours is with the provider of excursion or tours and not with Longwood Holidays. Longwood Holidays accepts no responsibility for the provision of the excursion or tours in any way or for anything that happens during the course of its provision by the provider of the tour or excursion, it is your responsibility to check the local terms and conditions in order that you are fully informed BEFORE making any bookings locally .
21. Our Responsibility
a) When you travel with the carrier, you must comply with their Conditions of Carriage. Whilst we will assist you where possible you must note that any matters relating to the airline, such as lost/ delayed /damaged baggage are the sole responsibility of the airline. Any problems relating to baggage must be reported prior to leaving the airport building, and you should complete a Passenger Irregularity Report (PIR) form, which you can get from the airline desk. You should keep a copy for yourself, as you will need to produce this if you have to pursue a claim, either with the airline or with your travel insurance company. b) Please note that in accordance with Air Navigation Orders, in order to qualify for infant status, a child must be under 2 years of age on the date of their return flight. c) The lead passenger must be at least 18 years of age at time of booking.
22. Extra Beds And Single Rooms
Please ask our Reservations Department for details regarding the type and availability of extra beds in hotel rooms or self-catering accommodation. Some hotels have twin or double-bedded rooms where a third or fourth bed may be added. It should be noted that in most cases the third/fourth beds will be rollaway beds, sofa beds or divans, and the room may well become cramped. In some hotels bunk beds may be in use. We cannot guarantee the room configuration or type of beds that you will be provided with. It should also be noted that single rooms may sometimes be smaller in size. Single room supplements are based on a cost per room basis and reflect the real cost to us. Please see Important Holiday Information section.
23. Arrangements Independently Booked
Pre check-in and post-holiday arrangements that you book independently, such as car parking, overnight accommodation, pet care, transportation to/from UK airports, connecting flights etc. and international flights where only accommodation or other arrangements abroad have been purchased from us, do not form part of your contract with Longwood Holidays. We do not take responsibility or pay compensation for any losses incurred for such arrangements (or loss of earnings etc.) should it be necessary for us to change or cancel your holiday, or if you are affected by flight delays.
24. Law & Jurisdiction
English Law will apply to your contract and any matter which arises between us (except as set out below). Any matter which arises between us must be dealt with under the ABTA Arbitration Scheme (see clause 10) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable.
25. Festivals and Holidays
Some of our tours will take place during Ramadan, when adherents of the Muslim faith fast during daylight hours. Ramadan lasts for one month and generally there is a happy festival feel throughout Egypt. Ramadam is a happy occasion which concludes with Eid and parts of the country will break into a lively party celebration. Visitors should note that during festivals and holidays such as Eid, resorts may be busier than usual, hotel services/facilities might be reduced and/or restricted.
IMPORTANT HOLIDAY INFORMATION
Please note that the following forms a part of our Booking Conditions, so please read it carefully.
When making your selection of hotel for your holiday, please remember that we can provide prices for many different combinations of resorts and hotels.
Call us to get our advice on two and multi-centre arrangements. When you have made your selection, see your local ABTA travel agent, book online or telephone us on 0844 770 4877 to make a reservation.
A deposit of £125 per person or any higher deposit amount required as shown in clause 3 of our Booking Conditions is required to book your holiday. The balance of your holiday is due eight weeks before departure and travel documents will be sent to you approximately two weeks before departure.
What Your Holiday Includes
What is Not Included
ABTA
Access to the Sea
Accommodation - late or early arrivals
Advanced Passenger Information (API)
Air Conditioning / Heating
Airport Procedures
Airport Transfers
Balconies & Terraces
Bank Machines
Booking Conditions
Border Crossing Formalities (Eilat to Aqaba)
Brochure Information
Building and Development Work
Children and Infants
Children's Clubs
Cots and Highchairs
Credit Card Charge
Data Protection Statement
Direct Flights
Dress Code
Driving Abroad
Due Diligence
Entertainment
Esna Lock (Egypt)
Essential Safety
Family Rooms
Festivals And Holidays
Flight Seat Requests and Aircraft
Flight Timings
Half Board / Meal Packages / Excursions
Health & Entry
Health Matters
Hotel 'Club' Lounges
Hotels on All Inclusive Basis
Insurance
Left Luggage
Less Able Clients
Lifts
Meal Arrangements
Military Convoys (Egypt)
Nile & Lake Nasser Cruises and Visiting Sites of Interest
Other hotel guests
Our partners in Egypt, Jordan, Morocco and Israel
Passports and Visas
Peak Season Supplements
Prebookable Extras
Pregnancy
Pre-Travel Advice Concerning Safety
Religious Holidays & Practices
Room or Hotel Changes
Room Descriptions
Room Occupancy
Room Views
Salon Treatments
Single Rooms
Smoking
Special Events, Fairs & Festivals
Special Offers
Special Requests
Sports & Other Activities
Suggestions and/or Recommendations
Sunshine
Swimming Pools
Travel Agents
Travel Delay Protection
Uninvited Guests
Unused Services
Video Recording Equipment (Israel)
Water & Electricty Supplies
Weather
Website Accuracy
Important Notes
What Your Holiday Includes
Basic flight inclusive holiday prices include:
- UK Airport passenger duty.*
- Return flights from the UK.
- Baggage allowance as confirmed on your ticket/travel document (does not apply to infants who have no baggage allowance and no seat). Please note that sporting equipment ie. golf clubs or diving kit, may be subject to additional charges – please ask our reservations staff or see our website for details. Please be aware that airlines operate a zero tolerance policy with regard to excess baggage, and most airlines will not handle any single checked bag or item that weighs in excess of 23kg. Please note that strict restrictions apply with regard to weight, dimensions and contents of hand baggage. Some airlines do not allow hand baggage with wheels. For latest information please check the relevant airline’s website or ask our reservations staff for details.
- Accommodation based on standard rooms on the board basis required for the duration of your holiday. Please refer to meal supplements, single and other room supplements if these apply to your holiday. (Please also see details below regarding early or late arrivals).
- UK, Egypt, Jordan, Morocco and Israel (where applicable) airport taxes and security charges (but please see notes below regarding taxes and arrival/departure fees charged at border crossings).
- Fully inclusive holidays featured in this brochure (not tailormade holidays or accommodation only bookings unless specified) include shared transfers on arrival and departure between airports and accommodation.
- The services of our local representatives or local independent partners (please note hotel visits are not routine in some resorts - but representatives are available by phone).
* Cost shown separately on your invoice, but included in the basic holiday price.
And What is Not Included
- Holiday insurance - which you must have.
- Visa fees, arrival & departure taxes where not included in the cost of your holiday.
- Optional day tours, water sports and any charges made by hotels (for entertainment, sports facilities etc).
- Passengers arriving on a night flight should be aware that accommodation will be available from approximately 2pm on the day of arrival.
- TOD (Ticket on departure) charges may be incurred for bookings made within 14 days of departure. The charge is currently £15 per person, but may be subject to change.
- Lost or damaged flight ticket replacements are subject to a minimum fee of £20 (payable locally).
- Please be advised that some airlines do not provide an in flight meal – please check with our reservations department at the time of booking. Where meals are not provided snacks/drinks may be available to purchase for purchase on board the flight.
ABTA
Longwood Holidays Ltd is a member of ABTA, with membership number V6612. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go as 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,
30 Park Street,
London, SE1 9EQ
Tel:
020 3117 0500
or www.abta.com
Access to the Sea
In some cases, access to the sea may be via a jetty.
Accommodation - Late or Early Arrivals
The standard international practice is to let rooms from midday to midday. However times do vary. Check-in times are usually between 2pm and 3pm, checkout times between 11am and 12 noon on the day of departure. Therefore, if you check-in immediately after a night flight this would normally count as one night’s accommodation. Similarly if your return flight is at night you will normally be required to vacate your room at approximately 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.
Advanced Passenger Information (API)
The UK Government e-Borders programme now requires airlines to collect Advanced Passenger Information (API) for passengers prior to travel on routes to and from the UK. If your booking includes a flight, please be aware that many destinations require you to submit Advanced Passenger Information to the airline well in advance of your travel date but at least 7 days before your departure. For travel with some of our charter airline partners we have been asked to collect this information on their behalf, and you will be asked to submit the required data by visiting our website: www.longwoodholidays.co.uk/api If you are travelling with a scheduled airline, and for certain other charter airlines, you may have to enter the data direct onto the airline’s website. Full details regarding this procedure will be sent to you, or can be found on our website. Please note that for security reasons our staff are unable to take this information over the telephone. You may incur additional charges or be denied boarding if the information has not been provided correctly.
Air Conditioning / Heating
Please note that air conditioning and central heating in accommodation is operated at the management’s discretion, according to prevailing weather conditions. Some systems are controlled from a central unit, and individual room thermostats may not be provided.
Airport Procedures
Please be advised that for your own safety you may be required to undergo extensive personal and baggage security checks at airports. These procedures are designed to ensure the well being of all passengers and may require an early check-in. To protect you and your fellow passengers, airline and security officials have the right to inspect your baggage and its contents. As part of this process, some bags are opened and physically searched for dangerous or prohibited items.
If the airline or security officer is unable to locate you to open your bag, they may nevertheless open it by whatever means available. We cannot be held responsible for any damage to your locks or baggage resulting from this necessary security precaution.
Airport Transfers (shared)
Airport transfers (where included) will usually be in a shared vehicle – such as a coach or minibus. The size of the vehicle will be dependent on the number of passengers being transferred at the same time. Stops will be made en route to drop off/pick up other clients, therefore the actual duration of the transfer will be dependent upon this.
Please note that if you intend taking any oversized items for sports activities you must advise our reservations staff at the time of booking. In addition to excess baggage charges which airlines impose, we may need to reserve a larger or additional vehicle to transfer you and any oversized items of baggage, and an extra charge will be made. If, on arrival at the overseas airport, you have not pre-advised us that you will be carrying any oversized item, it may not be possible for us to transfer you, and any additional cost to try to arrange extra transportation to and from your accommodation will have to be paid by you locally. If you are taking a wheelchair please also refer to the section “Less Able Clients”.
Airport Transfers (private)
For some destinations that we feature it may be possible to pre-book private transfers, at additional cost. Please be aware that according to the size of your party and availability of local vehicles, luggage space may be limited. The driver of the vehicle will take you to your chosen accommodation or to the airport (according to your individual itinerary). In some destinations it is unlikely that you will be accompanied by a Longwood representative or local independent partner.
Balconies / Terraces
As balconies and terraces vary in size, they may or may not contain a table and chairs.
Bank Machines
Please be aware that the ATM bank machines in some of the destinations we feature may not have been updated with the latest “chip and pin” technology. You may therefore find that if you wish to make a withdrawal of cash these older machines will not accept your debit or credit card.
Most hotels will accept international credit cards, however we suggest that you take an adequate supply of cash or travellers cheques with you to suit your needs. If you are unable to use your debit or credit card you should be able to change sterling into the local currency at hotel reception or at a bank within your resort area.
Booking Conditions
Please read our Booking Conditions.
Border Crossing Formalities (Eilat to Aqaba)
If you are arriving into Ovda Airport, you will be met by a representative of Longwood Holidays. After everybody has cleared through the airport, a shared transfer will take you to the Arava border crossing. At the border, you will have to pass both Israeli and Jordanian passport control. At the Israeli passport control, you will be required to pay NIS94.50 (approximately £16) per person Israeli Departure Tax. Camcorders must be declared at Jordanian Customs. All diving equipment may be taken into Jordan with the exception of tanks.
On entering Jordan, our local independent partner will be awaiting your arrival to transfer you to your chosen hotel. On leaving Jordan, departure tax of JD5 (approximately £5) per person will be levied.
No charge is made to re-enter Israel. You will be met at the border for your transfer to Ovda Airport. (You may be transferred to an Eilat hotel before your final departure for the airport).
If departing Aqaba by sea, departure tax of JD6 per person will be levied.
If departing Aqaba by air, departure tax of JD20 per person will be levied – for charter flights this tax must be paid to our local independent partner who will issue the appropriate tax receipt.
All information regarding entry/departure tax and visa charges is correct at the time of publication. However, changes can occur and we recommend that details be checked at the time of booking.
Brochure Information
When you travel with the carrier, the conditions of carriage of that carrier apply, some of which may limit liability. The brochure is issued on the sole responsibility of the Tour Operator. It is not issued on behalf of and does not commit the Airlines mentioned therein, or any airlines whose services are used in the course of tours.
Building and Development Work
Many hotels and resorts are continuing to develop, sometimes rapidly and intensively, and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards and if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
New accommodation, roads and infrastructure are needed to meet the growing demand in developing resorts. This can mean that some noise or construction could occur in the vicinity of your chosen accommodation. If such circumstances exist, please be as understanding as possible as developers always do their best to reduce inconvenience to a minimum.
Please note that we cannot accept any liability for any inconvenience, discomfort or annoyance arising from such works if they are beyond our control.
Children and Infants
To qualify for children’s prices, children must be the age stated or under, up to and including the return day of travel. Child reductions offered are only applied to children sharing a room with two full-fare paying passengers.
Children under the age of 2 years on the date of return travel are classified as infants. Ages and dates of birth of children and infants must be clearly stated at the time of booking. Infants must sit on an adult’s lap with a lap strap when flying. There is no baggage allowance for infants unless a separate seat is booked and paid for.
£40* is the current rate charged for infants (correct at time of publication), but this amount may be subject to change. Cots (if available) must be requested and confirmed at the time of booking.
*Cot charges may also apply; please ask Reservations for details.
IMPORTANT - please note that should you fail to correctly declare the date of birth of infants or children, and/or falsely claim reductions for children, the whole party may be refused permission to board the aircraft unless the proper holiday cost plus the appropriate amendment fee is paid. If the flight is full, a child who is found to be travelling as an infant will be refused permission to board the aircraft. We cannot accept responsibility for any alternative travel arrangements made for the party.
Children's Clubs
Children’s clubs, playgrounds, crèche facilities, babysitting and child minders:
Children’s Clubs will usually accept children until the age of 11 (minimum ages are usually shown with hotel descriptions). Some hotels offer crèche facilities and children’s clubs. Not all are free or supervised, and their operation may be subject to demand or minimum numbers. Opening times, facilities and charges are subject to change and whilst we endeavour to have up to date information the hotel are solely responsible.
We cannot guarantee that all attendants speak English or hold recognised qualifications. Crèches and children’s clubs featured are under the control of the hotel and we do not accept any responsibility for the health, safety or welfare of any child who is placed in the care of any of the above. Parents should satisfy themselves in relation to such facilities.
If a children’s club provides a supervisor they will arrange the club’s activities, however the supervisor is not responsible for any child that may wander away from the club. Children must be of an age where they will stay in the club without parental supervision, if not, parents are welcome to stay and play alongside their children. Hotels will not accept responsibility for any child leaving the club unattended.
Minimum and maximum child ages usually apply; please ask our Reservations staff for details if not shown in our brochure or on our website.
Where children’s playgrounds are provided by a hotel you should note that you are responsible for the safety of your children whilst playing. Hotel playgrounds are not usually supervised, and you should ensure that you are satisfied with the standard and safety of the equipment provided. We do not accept responsibility for the health, safety or welfare of any child whilst playing in a playground or similar recreational facility.
Cots and Highchairs
Please note that the regulations applied to the manufacture of cots and highchairs in some overseas countries are not as high as those in the UK, and may not therefore conform to British safety standards.
Credit Card Charge
Prices shown in our brochure and on our website apply to payment by cash or debit card. A charge will apply to payments made by credit card – please ask for details.
Data Protection Statement
Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies.
If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country.
We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you give us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons). Full details of our data protection policy are available upon request.
Direct Flights
The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for refuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary wherever possible.
However, should you require this information at an earlier stage, please check with your Travel Agent and/or our Reservations staff at the time of booking.
Dress Code
Some hotels have dress codes. Shorts and beachwear may not be acceptable in certain restaurants or bars, and a jacket and tie may be required for gentlemen. Formal dress is often required for gala dinners.
Please respect the dress code and customs of the destination you are visiting - further details can be found in our important information for each country - Egypt, Morocco, Jordan and Israel.
Driving Abroad
Cars: Conditions, speed limits and road structures/signage are very different to that used in the UK. Anybody wishing to hire a car requires a valid international driving license and should be wary of convoy and visa restrictions in Egypt. Please hire a car from a reputable company, although it is not something we recommend in some destinations due to restrictions. Remember - do not drink and drive, and always ensure that you and your passengers wear seat belts at all times.
Mopeds and Motorbikes: We do not recommend the hire of mopeds or motorbikes in any of the destinations that we feature. Most will be inadequately insured and due to local laws and regulations it is not acceptable for tourists to use this mode of transport. Variable road conditions and drivers attitudes towards two wheels can make riding dangerous, and it is rare for safety helmets to be provided.
Due Diligence
Please exercise due care when visiting any resort or area. Please do not take valuables on holiday and do not leave possessions on show if hiring a car. If you do take any valuables they should be stored in the hotel safety deposit box, (available either in your room or at reception) and please note that neither your accommodation or ourselves can be held responsible for any items not stored safely. It is important that you keep your flight tickets, passports, money, valuables and any essential medication in your hand luggage.
Entertainment
For all the destinations that we feature, we cannot guarantee that entertainment or other activities provided by the hotels we use will be in English.
Esna Lock (Egypt)
Please note that the Esna Lock may be closed during the following dates due to maintenance works:
November 29- December 13, 2012-10-10
June 1-30, 2012
It should be noted that these dates may be subject to change. If the Esna Lock is closed it will have an effect on part of your proposed cruise itinerary. Please ask our reservations staff for further details prior to booking.
Essential Safety
Your health and safety is of paramount importance to us and we treat all matters relating to this issue very seriously. We want you to have a pleasant holiday, and this can be made all the more enjoyable by exercising more care and caution whilst abroad.
We actively encourage high hygiene practices and safety standards with hotels and suppliers, and work closely with them to raise the standards we expect for our clients, to maintain a high level of health and safety for you whilst on holiday.
We would ask you to read carefully all fire safety information which is available in your accommodation. On arrival, always familiarise yourself with the nearest emergency exit to your room. You will usually find your exit route detailed on the back of your room door. In the unlikely event of a fire or other emergency, please do not take any risks that may endanger yourself or others, and please do not use the lifts.
Please also refer to our advice shown under Health & Entry and Health Matters.
Children must be supervised by you at all times, especially near water, on balconies, or in unfamiliar buildings and surroundings. The design and height of balconies may differ - if you are travelling with young children, make sure they are not left unsupervised on balconies. Keep balcony furniture away from the railings or edge of the balcony so that young children are not encouraged to climb up.
Some hotels 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 sun loungers 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.
Swimming pools may not be provided with a dedicated lifeguard - we strongly recommend that you familiarise yourself with the pool layout, identifying the deep and shallow ends before using. Do not dive into the pool. Do not use the pool or Jacuzzi after dark, or when closed, even if the pool has underwater lights. Swimming pool and Jacuzzi surrounds may become slippery when wet, so extra care should be taken and children should not be allowed to run in these areas. You should swim prior to eating and drinking, not immediately after, and you should never swim if you have been drinking alcohol.
At the beach do not step on any of the coral reefs and be aware of how sharp and slippery reefs are. Suitable footwear should be worn at all times, appropriate to the activity or sport being undertaken. Please be aware of tides, winds, currents and local conditions, and obey any flag systems being used.
Please take the necessary precautions and measures in all water sports activities for your own safety. Only use PADI dive schools for diving and take extra care when undertaking any sporting or leisure activity, especially if you purchase an “open voucher” when you should be aware that some of the activities could be considered high risk.
We want you to enjoy your holiday, but you should note that many activities may be considered as hazardous and may not be covered under the terms of standard travel insurance. You should carefully read your travel insurance policy to ensure that the activities you intend to undertake will be covered – if you are in any doubt please contact your travel insurance provider before you leave the UK. Any activities deemed as hazardous are undertaken at your own risk and we cannot be held responsible for your safety. In addition to diving the following activities could be considered as high risk or hazardous: jet skiing, parasailing, windsurfing, kite sailing, ballooning, bungee jumping, any motorised water sports, horse riding, camel riding, quad biking, jeep safaris, moon buggies, mountaineering, trekking, rock climbing, water chutes/slides, waterparks, ice skating, aerodromes, canoeing, pedaloes, archery, abseiling, mountain biking, clay pigeon shooting, go-karting, darts, trampolining, etc.
Further information is available in our Essential Safety leaflet, which will be provided with your travel documents and or downloaded from this website. Should you not receive a copy with your travel documents, or for a late booking, please ask our UK airport representative for the leaflet, or ask our representative or local independent partner when you arrive in resort. There is additional health and safety information in this leaflet and you must read it and ensure that you and your party take note of the advice given.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
Although the accommodation we feature does conform to its own country’s safety standards, regrettably the safety standards and regulations overseas may not be of the same level that we enjoy in the UK. The properties that we feature do not necessarily conform to UK safety standards. 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. However, we would ask that you take all reasonable precautions to protect yourself and your party whilst on holiday.
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.
Passports, flight tickets, credit cards, travellers cheques, money, travel insurance documents, jewellery and other valuables should be locked in a safety deposit box. These are usually available in your hotel room or in your hotel reception and their use can be a condition of your travel insurance company. Please remember to check and empty your safe before leaving resort to return home. We recommend that you keep a photocopy of your passport details, and that you and all members of your party have details of your travel insurance readily available in case of an emergency.
Family Rooms
Please note that family rooms are not necessarily larger than standard rooms. Different types of additional beds may be used, such as sofa beds, divans and rollaways. You should contact our Reservations staff if you require further details of additional bed arrangements and any impact these may have on the space available in the room. Where bunk beds are provided it is your responsibility to ensure your childrens’ safety, and you should check that appropriate guard rails and ladders are provided. Also please see Clause 13 in our booking conditions.
Festivals and Holidays
Some of our tours will take place during Ramadan, when adherents of the Muslim faith fast during daylight hours. Ramadan lasts for one month and generally there is a happy festival feel throughout Egypt. Ramadam is a happy occasion which concludes with Eid and parts of the country will break into a lively party celebration. Visitors should note that during festivals and holidays such as Eid, resorts may be busier than usual, hotel services/facilities might be reduced and/or restricted.
Flight Seat Requests and Aircraft
We strongly recommend (particularly if you are flying economy class) that you check in early if you have particular seat requests. Longwood Holidays has no control over the allocation of seats by the airline and even if a request has been made with the airline to pre-book seats, no guarantee can be made that they will still be available on departure. The provision of particular seats does not constitute a term of your contract
with us.
Please note airlines operate both older and more modern aircraft within their fleet, and some airlines do not offer in-flight entertainment. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability.
Although some airlines offer the facility to book seats online, this is not always possible when booking a holiday through us, as the holidays we offer are based on special tour operator fares.
Please be aware that our overseas representatives or local independent partners cannot pre-book or request seats with any of the airlines we use once you are in resort. If required this must be done by you directly with the carrier either by telephone or via the internet, and is subject to the carrier agreeing to do this.
Flight Timings
Flight timings are subject to change; please refer to your flight tickets and final itinerary.
Half Board / Meal Packages / Excursions
Unless specifically stated otherwise, meals will be served in hotel main restaurants (or an alternative restaurant, if occupancy is low) for guests on holidays based on ‘half board’ and guests adding the ‘half board’ supplement to a ‘bed & breakfast’ brochure price. Meals served in main restaurants are usually buffet style. Guests should check with hotel reception on arrival to establish if they can use their ‘half board’ to eat in any of the hotel’s speciality or a la carte restaurants. In this case, any supplements that may apply must be paid locally and are subject to confirmation by the hotel.
As the prices of meals are quoted in local currency for guests electing to add ‘half board’ in resort, guests may sometimes find that meals are cheaper when purchased locally than the supplements shown in our brochure and online. This is due to currency fluctuations after we have costed our programme for the year. If you pay the ‘half board’ supplement before departure and later find that the meals are cheaper in resort, you should bear in mind that refunds for the difference cannot be offered.
Similarly, excursions which are offered in this brochure are not always cheaper than buying the same arrangements locally. It is often the case that meal packages or excursions are offered for the convenience of being both booked and paid for in the UK. The cost of any unused tours within excursion packages will not be refunded.
Health & Entry
Regulations are subject to change and our clients are responsible for complying with entry and health requirements for all countries they intend to visit.
In the case of existing or threatened worldwide epidemics passengers can expect controls such as temperature checks at airports and other border crossings. If you are found to be at risk you may be hospitalised while further tests are carried out. While we will do our best to assist during these times we cannot alter Governmental policies or decisions.
We recommend that you consult your doctor before booking and refer to the latest DoH leaflet ‘Health Advice for Travellers’. You can also find comprehensive advice by visiting the following website: www.dh.gov.uk/travellers
Health Matters
Stomach upsets are a fairly common occurrence, sometimes caused by a combination of factors. We strongly recommend that you ask your local pharmacist or medical practitioner for advice on medicines to take with you prior to leaving the UK, and pack a small first aid kit.
You should only drink bottled water, not tap water.
If you become sick during your holiday you should see the hotel doctor. Local representatives or our local independent partners cannot provide any medical advice or give suggestions of medicines to take or buy. We suggest you keep a note with you of any significant medical condition you may have and details of any medication you are taking.
We recommend that you and all members of your party have details of your travel insurance readily available in case of an emergency.
Hotel 'Club' Lounges
Hotels that offer ‘Club’ or ‘Executive’ lounges may restrict access to adult guests only. If this is important to you, please contact us for exact details of specific hotels.
Hotels on an All-Inclusive Basis
Free drinks throughout the day may lead to the temptation to over indulge. Please bear in mind that the hotel management have every right to refuse service to guests who they believe to be intoxicated, and alcoholic drinks will not be supplied to guests who are under the legal age for consuming alcohol.
Main meals may be buffet style, and some A La Carte restaurants may not be included in the All-Inclusive package.There may be extra charges payable locally for alternative dining, room service, minibar, speciality drinks and coffees, fruit juices, mineral water, additional facilities, and some sports or activities that are not detailed in our brochure or on our website.
You should be aware of location, age and time restrictions that may apply.
Please read carefully the individual “All-Inclusive” information shown on the relevant hotel page of our brochure or website so that you are aware of exactly what is included at your chosen hotel. Unless stated otherwise, alcoholic drinks may be local brands, and drinks may be served from a tap or hose. You will usually be served one drink at a time, and plastic glasses may be supplied (especially at pool/beach areas). You may be asked to show some form of identification or wear a special identity bracelet to prove that you are on an “All-Inclusive” board basis.
Details of what is included are correct at the time of our brochure being printed, but hoteliers reserve the right to make changes. If changes are made, we amend our website accordingly, but the responsibility for informing us of any changes lies with the hotel.
Insurance
If you cancel your holiday we make charges to cover our costs.
The price of medical treatment overseas is often very high and the destinations we feature are not covered by an EHIC. Repatriation in the event of serious illness or death can cost many thousands of pounds. For this reason it is vital that you take travel insurance which will usually (but please refer to individual policy terms) cover most of these costs as well as providing some protection for delays over 12 hours, repay some of your expenses for delayed or damaged luggage, your personal liability for accidents and often much more.
We suggest you arrange travel insurance from the day you book and ask that you provide us with your policy details at the time of booking so we can help you immediately if necessary when you are overseas. Please see Clause 12a of our booking conditions.
Left Luggage
When you are required to vacate your accommodation long before your homeward departure time, the hotel management will endeavour wherever possible to provide storage for your luggage. However, any baggage that is left in storage or in the care of our representative or local independent partner is left at the owner’s risk.
Less Able Clients
At Longwood we are not specialists in providing holidays for less able customers or those with special needs, but we are happy to try and give advice about the suitability of particular properties for disabled or less mobile passengers or those with any special requirements.
To help us ensure the holiday is suitable for your needs please ask us to forward our “Special Needs” form to you. This must be completed so that you can give us written details of your specific requirements prior to booking your holiday. We will give our best possible advice as to the suitability of your chosen holiday.
If you are booking a flight inclusive holiday and need help at airports, wheelchair assistance must be pre-booked. If you are bringing your own wheelchair, you will be required to give us full details, so that we can pass this information on to the relevant airline.
If the extent of your disability is such that you can’t use the coach transfer (where provided) between your resort airport and accommodation, then it may be possible to pre-book car transfers for which there may be an additional charge.
Please note that facilities for those with special needs vary from hotel to hotel.
If you are taking prescription medicines or insulin you must ensure you carry sufficient quantities for your needs, and will need to carry with you a letter or copy of your prescription from your doctor to confirm these have been prescribed for your use. Please advise us if you need use of a refrigerator for insulin.
You must check with your travel insurance company to ensure that your chosen holiday is covered by your insurance policy. It is very important that you read the advice on the following website:
www.abta.com/consumer-services/accessible_travel
Guidance for air travel is also available from the Department of Transport website: www.dft.gov.uk
Lifts
Please note that lifts are not always provided in hotels, apartments or boats that we feature. If this is important to you please check with our reservations staff prior to making your booking.
Meal Arrangements
Half Board and Meal Packages
Unless specifically stated otherwise, meals will be served in hotel main restaurants (or an alternative restaurant, if occupancy is low) for guests on holidays based on ‘Half Board’ and guests adding the ‘Half Board’ supplement to a ‘Bed & Breakfast’ brochure price. Meals served in main restaurants are usually buffet style.
Guests should check with hotel reception on arrival to establish if they can use their ‘Half Board’ to eat in any of the hotel’s speciality or à la carte restaurants. In this case, any supplements that may apply must be paid locally and are subject to confirmation by the hotel.
As the prices of meals are quoted in local currency for guests electing to add ‘Half Board’ in resort, guests may sometimes find that meals are cheaper when purchased locally than the supplements shown in our brochure. This is due to currency fluctuations after we have costed our programme for the year. If you pay the ‘Half Board’ supplement before departure and later find that the meals are cheaper in resort, you should bear in mind that refunds for the difference cannot be offered. It is often the case that meal packages are offered for the convenience of being both booked and paid for in the UK.
Hotels on All Inclusive Basis
Free drinks throughout the day may lead to the temptation to over indulge. Please bear in mind that the hotel management have every right to refuse service to guests who they believe to be intoxicated, and alcoholic drinks will not be supplied to guests who are under the legal age for consuming alcohol.
Main meals may be buffet style, and are usually served in the main restaurant. Most a la carte restaurants are not included in the All-Inclusive package. There may be extra charges payable locally for alternative dining, room service, minibar, speciality drinks and coffees, fruit juices, mineral water, additional facilities, and some sports or activities that are not detailed in this brochure. You should be aware of location, age and time restrictions that may apply.
Please read carefully the description in individual “All-Inclusive” panels shown next to each hotel so that you are aware of exactly what is included at your chosen hotel. Unless stated otherwise, alcoholic drinks may be local brands, and drinks may be served from a tap or hose. You will usually be served one drink at a time, and plastic glasses may be supplied (especially at pool/beach areas). You may be asked to show some form of identification or wear a special identity bracelet to prove that you are on an “All-Inclusive” board basis. Details of what is included are correct at the time of our brochure being printed, but hoteliers reserve the right to make changes.
In the case of late arrivals, guests booked on either Half Board, Full Board or All Inclusive may be offered a cold plate on arrival. No refund can be claimed for the loss of a meal.
All Inclusive packages end when you check out of your room on the day of departure, which is usually at about 12 noon. For late departures, or in the case of a flight delay you will not necessarily continue to be accommodated on an All Inclusive basis. In some cases you may be able to pay a fee to continue using the All Inclusive facilities.
Military Convoys (Egypt)
Transfers from one resort/city to another are sometimes escorted by a military convoy. In order to transfer you to your departure airport within good time, it may be necessary to depart from your final accommodation early on the day of your departure. If you are transferred early, you may be taken to a pre-departure hotel before the final transfer to the airport. Your luggage may be stored and you will be able to use the hotels public amenities - day rooms will not be available. Departure times for these transfers are beyond our control and subject to local conditions. Please ask our reservations staff for further information at the time of booking.
Nile & Lake Nasser Cruises and Visiting Sites of Interest
Due to the number of cruise boats on the Nile, two or more boats may be moored side by side, which may restrict views. Please be aware that you may need to walk through other moored boats to reach the bank or your boat. Extra care should be taken when crossing gangplanks as certain areas of ground may be uneven. You should ask boat crew or your tour guide for assistance if you perceive any difficulties.
Cruise boats are on several levels and are unlikely to have lifts, and are therefore unsuitable for anyone with walking difficulties.
There is a full programme of excursions included on our Nile and Lake Nasser cruise itineraries, and this will necessitate a very early start for visits that are scheduled in the morning.
Please be aware that it may sometimes be necessary to amend the itinerary due to prevailing local circumstances.
For sightseeing in all the destinations we feature it is advisable to take plenty of bottled water and a hat, use sunscreen, and wear sensible footwear as the ground can be uneven at many sites. Binoculars may enhance your viewing experience, and it may be useful to take a torch for darker tombs/areas and night time excursions.
At some sites there may be a charge for photography or the use of a video camera, while flash photography is often prohibited to protect the monuments.
Other Hotel Guests
Many hotels, especially in cities and major resorts, accommodate conventions, conferences or celebration parties.
Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The hotels we feature are shared with guests from many countries with different cultures and customs. We have no control over the acceptance of bookings at the hotels we feature other than our own, and are unable to advise you if there will be other English speaking guests staying in your accommodation.
We are therefore unable to accept any responsibility for any disturbance or inconvenience that may be caused by such individuals or groups or their activities.
Our Partners in Egypt, Jordan, Morocco and Israel
We have selected local and established companies to work with us in Egypt, Jordan and Morocco. With their knowledge of the local language, customs and resorts, they will be able to offer genuine advice and help with any concerns that you may have during your stay in Egypt, Jordan or Morocco. Our own local staff are available to assist you in Israel.
In addition, our own staff are based in our local independent partners’ offices in Taba, Sharm El Sheikh and Hurghada.
Any advice you may receive from our representatives or local independent partners about resorts, hotels, etc is given with the best possible intentions, however it is subject to personal opinion and guests may not subsequently agree. Any literature, such as maps, leaflets, discount cards etc that may be given to you in resort are intended to enhance your holiday experience, but we are not responsible for any issues that may occur from using this information.
Whilst we aim to provide a representative or local independent partner within the resort you are staying to ensure prompt assistance in the case of any emergency, there are some resorts that are further in location from our resort offices and it may therefore take the resort staff some time to get to you.
Office details >>
Passports & Visas
lease note that for travel to all the destinations we feature a full ten year passport with at least six months validity beyond your due return date is required for all passengers including children and infants. A visa is required for travel to Egypt* and Jordan** for all British, EU and EEA members - these can be obtained on arrival and you will need to pay the charge locally.
However, for passengers entering Jordan via the Allenby Bridge border, visas must be arranged before departure from the UK. A visa is not generally required for Israel.
It is essential that all passengers, and especially non-British passport holders, check visa requirements with the relevant Embassy well in advance of departure. Visa requirements are constantly changing and it is your responsibility to check if it is necessary for you to obtain a visa prior to departure from the UK. All information included in our brochure and on this website regarding requirements for obtaining visas and any charges that may be made are correct to the best of our knowledge (and at the time the brochure went to print); however we recommend that details are checked at the time of booking.
We would strongly urge you to contact the relevant embassy to obtain the most up to date information before making your booking with us.
Egyptian Embassy: 020 7235 9777 www.egyptianconsulate.co.uk
Jordanian Embassy: 020 7937 3685 www.jordanembassy.org.uk
Moroccan Embassy: 020 7581 5001 www.moroccanembassylondon.org.uk
Israeli Embassy: 020 7957 9500 http://london.mfa.gov.il
Please note that premium rate call charges may apply to some telephone numbers.
*British passport holders require a visa to visit all parts of Egypt except for the Gulf coast of Sinai for stays of less than 15 nights. Visitors to the Gulf area wishing to stay 15 nights or more, or those wishing to visit other parts of Egypt including Cairo, Luxor, Ras Mohamed, and Thistlegorm must obtain a visa.
**A visa is not required for those staying and visiting Aqaba only and arriving via the Arava Border.
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.
If you are 16 or over and do not yet have a passport, our recommendation is that you should apply for one at least six weeks before your holiday. The UK Passport Agency has to confirm your identity before issuing your first passport and may ask you to attend an interview in order to do this. For further information visit www.ips.gov.uk/passport/index.asp
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 four 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 Agency has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity). For further information visit www.ips.gov.uk/passport/index.asp
Peak Season Supplements
During peak periods such as Christmas, Easter, school breaks and certain religious holidays when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures, tours that include overnight stays and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking.
Pre-Bookable Extras
Please be aware that pre-bookable extras which are offered in this brochure are not always cheaper than buying the same arrangements locally. It is often the case that pre-bookable extras, such as excursions, meal or sports packages, beauty or spa treatments etc are offered for the convenience of being both booked and paid for in the UK. The cost of any unused pre-booked extras will not be refunded.
Pregnancy
Regulations vary from airline to airline. Some allow travel only up to the 28th week on the date of return. To be certain, call the airline direct. Please also contact your doctor to check that you are fit to fly, and note that some airlines may require a doctor’s letter confirming this.
Pre-Travel Advice Concerning Safety
The Foreign & 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 at www.fco.gov.uk/travel, or by telephone on 0845 850 2829.
Alternatively, you can contact the ABTA Information Department on 0901 201 5050 (calls are charged at 50p/minute).
Holidays operate subject to the travel advice issued by the FCO. Any cancellation by you will be treated in accordance with clause 4 of our booking conditions, unless the FCO specifically advise against travel to the particular area that you are visiting. Please also see important notes under Health & Entry.
Religious Holidays & Practices
In Muslim countries you may find that there are restrictions on alcohol consumption, restaurant facilities and entertainment during the month of Ramadan. Regular calls to prayer may be audible 5 times a day throughout the year.
For further details regarding religious festivals, holidays, practices and customs please see the Fact Files relating to each of the countries we feature – these can be found in our brochure and on our website (see Useful information for Egypt, Israel, Morocco and Jordan).
Room or hotel changes
Please note that after your arrival in resort, if for any reason you decide you want to change your room type or your accommodation, you should contact our representative or our local independent partner, who will try to assist you.
In some instances an amendment fee will be charged by us for any changes made, in addition to any additional costs that are made by the accommodation provider. All additional costs must be paid by you locally, and you should be aware that any prices that are appliedin resort may differ from those that would have been prepaid in the UK prior to departure.
Payment is your responsibility should you decide not to inform your Longwood representative or our local independent partner about any changes or decline our services and deal directly with the hotel.
Room Descriptions
Accommodation in all hotels, regardless of grading, is based on the "standard room" category unless otherwise stated. A supplement is payable for alternative room categories.
It is common practice to use different descriptions for rooms to indicate varying views as well as better facilities. For example, a standard room type, but with sea view, may be described as “superior” or “deluxe”, although the décor and size of the room itself will be the same. In some cases, a “superior” or “deluxe” room may be the standard or first room type available in the hotel, so you should not automatically assume that this indicates a room of a higher standard.
Please note that if you book more than one room and want to request that they are near each other, this cannot be guaranteed. Adjacent rooms may be near each other, adjoining rooms may be next to each other, and intercommunicating or interconnecting rooms have a door that connects the two rooms. You should be aware that one room type may not be able to interconnect with a different room type.
Please also read the section Special Requests.
Where photographs of hotel rooms are shown in our brochures, this will usually be of the standard room type unless stated otherwise on the illustration. On our website, a variety of room types are shown, and please note that these are not labelled.
Please be aware that room images may relate to a variety of room types, and we cannot guarantee to provide the same rooms as shown in the photographs.
Room Occupancy
Please be aware that the price charged for your holiday is based on the number and ages (if children) of the occupants that you have confirmed are sharing the room(s) that you have booked and paid for. Should additional occupants use your accommodation without the prior knowledge or consent of ourselves or the hotel you will be liable for all additional charges made by the hotel.
Please note that in many of our featured destinations it is illegal to bring such guests into your accommodation to share your room, even for a short time.
Room Views
Where rooms are described as having a particular view, such as sea, pool, lagoon, river, garden, city etc, whether from public or guest rooms, it should be noted that the view may be partly blocked by trees, vegetation or other buildings, and a clear, unobstructed view cannot be guaranteed. Some views may be lateral, or may also only be visible whilst standing on a balcony (where provided) and looking in a certain direction. Please also see Nile Cruises information in relation to views from Nile Boats.
Salon Treatments
Please note that some hotels or accommodation we feature may offer treatments within salons, spas, shops or similar outlets on their premises. These could include facial and body treatments, dietary advice, hair and nail care, temporary or permanent tattoos, body piercing etc. You should be aware that we are not responsible for these treatments, and any such treatments are operated by a third party and are undertaken at your own risk.
Single Rooms
Those of you who are single travellers or who wish to occupy accommodation with fewer people than the number shown on the price panel, may feel that the cost per person of your holiday appears higher than it should be.
The reason for this supplement is that our contract with the owners is based on a price per room, while our holidays are sold per person, including flights and other elements. Therefore, the per person price for one traveller includes the entire room cost. This applies both to single rooms in hotels and on boats, and to self catering units where, for example, three people may want to occupy accommodation usually sold for four and priced accordingly. We do not make additional or excessive profits from these sales, the prices charged merely reflect the real cost to us.
Some hotels offer special offers or reduce single supplements for certain periods - see our offers for single travellers for further information.
Smoking
The majority of airlines have introduced a total smoking ban on most or all of their flights and many hotels and boats also now have a non-smoking policy in guest rooms and public areas. Please ask at the time of booking if this information is important to you.
Special Events, Fairs and Festivals
Special events, fairs, trade shows, festivals or simply high demand in some destinations may result in limited availability of accommodation which may only be secured by paying higher prices to those we have initially negotiated on your behalf. Minimum stays may also be required.
It is impossible to list all the special events in our brochure and on our website, as full details are not always available, and dates are subject to change. However, if the date you select for your holiday falls over a special event or we are unable to offer accommodation at our brochured properties, we will be pleased to try and provide a tailormade quote using alternative non-brochured hotels or provide a quotation at the special event rates applicable. Bookings made for special event periods may also be subject to revised conditions and payment schedules.
Special Offers
The free offers shown in our brochure and on our website hold no monetary value - no refund is due if they are not utilised. Offers may be added or withdrawn - please ask about up-to-date offers at time of booking. Please note that certain restrictions may also apply to some activities or offers such as minimum or maximum age or fitness to participate.
Special Requests
Where special requests, e.g. diet, room location, adjoining or interconnecting rooms, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc are an important factor in the choice of holiday, you must advise us when the booking is made. We are happy to pass your request on to the hotel or airline but we cannot guarantee that it will be accommodated.
Any note of your request on your invoice confirms that we have received it and does not guarantee that we, or the relevant supplier, can meet with your request.
We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met.
We will also pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued.
The provision of any special request does not constitute a term of your contract with us. We will not pay compensation for failing to meet a special request. Please refer to our Booking Conditions, Clause 3d.
Sports and Other Activities
It is your responsibility to ensure that you are medically fit to dive or undertake any other sporting or recreational activity, whether pre-booked in the UK or purchased directly in resort. If you wish to dive you must refer to our diving safety prerequisites and PADI Medical Statement prior to booking your diving.
Where diving and other hazardous activities are concerned, the ultimate decision regarding medical fitness to participate rests with the dive school and/or their appointed medical advisors, or the provider of the activity. This decision is final regardless of any prior advice you may have received from your doctor or other sources.
We cannot therefore be held responsible if you are advised by the dive school or activity provider that you are unable to participate for health and safety reasons.
Suggestions and/or Recommendations
Suggestions and/or recommendations can be made by our reservations staff, or by your travel agent, however, the final decision as to the suitability of accommodation or resort is ultimately your choice, and we cannot be held liable for such suggestions and/or recommendations.
Sunshine
Everybody likes to go home with a tan but the strong sunshine and high temperatures can be dangerous. Take it easy during the first few days of your stay and build up your tan gradually. Remember that you can still burn, dehydrate and get sunstroke in the shade and in the sea/pool. Please read our Essential Safety information for further advice and recommendations.
Swimming Pools
Swimming pools at properties come in various shapes and sizes, and the pool may not always be clearly captured by our brochure photography. Pools may be freshwater or saltwater and vary in depth. Please refer to
Hotel swimming pools are opened and heated at the discretion of the hotel management, and hotels reserve the right to alter the times of opening pools and of pool heating. Please check with our reservations staff when making your booking, as some hotels do not have pools open year round, or they may be closed at very short notice.
Tipping
It is customary and appreciated to tip guides, drivers, hotel staff and your boat/dive crew. Please see our Egypt guide, Israel guide, Jordan guide and Morocco guide for further details. The amounts you give are entirely at your own discretion.
Tours, Excursions & Activities
Tours may change as local conditions demand and may even eliminate a stop/site altogether. Itineraries are sometimes amended due to unavoidable schedule changes from local suppliers or airlines. Tours will operate subject to a minimum number of participants.
You should not rely on the operation of any optional tours, excursions or activities as a reason for booking your holiday. Please also see Clause 8c in our booking conditions – especially for any tours or excursions booked locally.
Please be aware that tours, excursions or activities which are offered in our brochures and on our website are not always cheaper than buying the same arrangements locally. It is often the case that tours, excursions or activities are offered for the convenience of being both booked and paid for in the UK.
The cost of any unused tours, excursions or activities will not be refunded.
Travel Agents
Your travel agent is there to provide you with advice and assistance regarding your holiday. Any advice given to you by your travel agent that is not based upon advice given by us to the travel agent is the travel agent's responsibility. We do not accept liability for any incorrect advice given to you in these circumstances.
Your travel agent will also act to relay information between both parties and again we will not accept liability for failure by any agent to do this properly. Any money paid by the client to the travel agent is held by the travel agent on behalf of the company.
Travel Delay Protection
Whilst flight delays cannot be eliminated, as they can sometimes occur and are beyond the control of the airline and Longwood Holidays, every effort will be made to minimise the inconvenience which delays cause. For full details, please refer to the Airport Rights Information poster/leaflet and our booking conditions clause 8b.
Uninvited Guests
It is possible that you may occasionally encounter such pests as ants or cockroaches. This bears no reflection on standards of hygiene, simply that they are a fact of life in warm climates. They can be easily eradicated by use of repellents that your accommodation management can provide, once informed.
Mosquitoes can sometimes be a nuisance, and we recommend that you use appropriate personal insect repellent protection and keep doors and windows closed whilst in your room.
In eating areas such as open air restaurants, or where entrance doors or windows are sometimes left open, you may be exposed to local birds, who may create a nuisance. We would ask you to be understanding, as it is not possible to stop birds flying into these areas. However, we would ask you not to offer food to birds or any other local wildlife, as for hygiene reasons we would not want to encourage them close to areas where food is prepared, stored or served.
Unused services
Please note that we do NOT refund unused services. Any voluntary changes made by you while on holiday will incur additional charges.
Video Recording Equipment (Israel)
A deposit of up to US$500 may be payable on entry if you are flying into Ovda, Eilat Central or Ben Gurion airport, and wish to bring in video recording equipment. This deposit may be lodged in the form of a blank ‘Visa’ form (but no other credit card).
Water & Electricity Supplies
In some of the destinations we feature, the water and electricity services struggle to keep up with the increased demands of tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.
Weather
World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions or natural disasters.
Such conditions are a Force Majeure event and we shall not be liable for any changes to your holiday arrangements, either before departure, or during the holiday, which in our judgement are necessary to protect your interests and/or safety. Travel and accommodation may be significantly disrupted, and it may be that an evacuation of your resort, or a delay or cancellation of your flight to and from the resort may be necessary.
We will try to offer assistance where possible but extreme weather conditions may restrict the extent to which our staff can help you. In the event of changes to your holiday due to actual or threatened bad weather, we are not able to offer any compensation.
Please be aware that due to a usually consistent sunny climate many hotels are not equipped to deal with adverse weather conditions. All reasonable efforts will be made by the hotelier to keep any disruption to a minimum.
Important Notes
1. When you have booked through a Travel Agent all communications should be made through that Travel Agent.2. Please note that where we give information or links to other websites, we are not responsible for the contents of those websites.
Last updated 7 July 2010.