Terms of Booking
YOUR CONTRACT WITH MUTHU HIGHLAND HERITAGE VALID FOR HOLIDAYS FROM 01/02/17– 31/01/18.
APPLIES TO ALL HOTELS INCLUDING MUTHU ALEXANDRA HOTEL.
Your Contract with us must be read in conjunction with your confirmation letter, details on brochure and your receipts for the deposit and final sum due. This brochure supercedes all previous publications as of 01/12/16. The Hotels comply with all current regulations. Entertainment is included each evening. Hotel bars are open 6.00pm to 11.30pm. For your complete security all entry doors are locked at 11.45pm and late access to the Hotel is not permitted. All transport is by road on a Coach. Sea crossings where appropriate are by passenger ferry.
The Company reserves the right to substitute a Muthu Highland Heritage coach with any other available vehicle should circumstances require this action. This may include taxis, mini coaches or other operators hired in vehicles. The organiser of the Tours is:- Ian Cleaver, Highland Heritage Limited, Muthu Royal Hotel, Tyndrum, Perthshire. Emergency telephone number (01838) 200 444. In accordance with “The Package Travel, Package Holidays and Package Tours Regulations 1992” all passengers booking with Highland Heritage Coach Tours are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Highland Heritage Coach Tours.
CONDITIONS OF BOOKING
We at Muthu Highland Heritage are committed to a policy of fair trading and take every care to ensure that you will have an enjoyable holiday. It is, however, necessary to define respective obligations of yourself and of Highland Heritage so please read the conditions carefully.
A reservation is accepted by Muthu Highland Heritage when a £30 deposit (£60 Christmas and New Year) has been received by us for each person participating in the Tour and the relevant documents have been sent to the person who paid the deposit. The person who paid the deposit shall be deemed to accept the conditions both for themselves and for all other members of their party on whose behalf they booked. Balance invoice for the payment of Tour will be sent out four weeks before your departure date and must be paid in full three weeks before your departure; the date will be indicated on the invoice. In the event of such payment not having been made by the specific date, Muthu Highland Heritage reserve the right to cancel the booking and retain the deposit. Bookings made within three weeks of departure must be paid in full, three days after booking. Payment must be made by cheque, credit card, debit card, cash or postal order and sent to Highland Heritage. Credit Card + 1%, Debit Card, free of charge.
In the event of you wishing to cancel your booking, for any reason, this must be communicated to Muthu Highland Heritage in writing. In all cases deposit will be non-refundable. Holidays are not transferable. If the booking is cancelled after the balance has been paid, the total Tour price will be forfeited. In the unlikely event of Muthu Highland Heritage cancelling any Tour for any reason whatsoever, an alternative Tour will be offered to you or your party and if it is unacceptable a full refund of all monies paid including deposit would be made. Muthu Highland Heritage will only consider the cancellation of a Tour if less than 30 persons make reservations on any Tour. In case of cancellation by us, Muthu Highland Heritage will be liable for only the monies paid to us and your reasonable expenses incurred to a maximum of £10.00. In such event you will be informed four weeks before departure.
We operate a daily seat rotation plan in the coach. This involves everyone moving back two rows daily; three or four rows on short breaks. Three seats are not involved in this operation. Whilst seats are allocated it is not possible to guarantee seating arrangements and Muthu Highland Heritage reserve the right to change seating positions at any time prior to, or during, the holiday. In any case where Tours are amalgamated seat positions will be allocated at the couriers discretion.
Cover is available from Muthu Highland Heritage at time of booking, Insurance costs are as follows: 4-nights or less - £12, 5-nights - £16, 6-nights - £16, 7-nights - £18. Excess £75. This travel insurance cover is arranged by Travel & General Insurance Services Limited who are authorised and regulated by the Financial Conduct Authority. Policy cover as follows:
Personal Accident, up to £10,000. Death up to £10,000. Personal Liability Expenses, up to £1,000,000. Medical Expenses up to £5,000,000. Missed Departure up to £100. Cancellation up to £1,500. Legal Costs and Expenses up to £5,000. Personal Property up to £1,000 for personal baggage up to £100 for delayed baggage, up to £250 for personal money. Travel Delay up to £60 for delay. In common with all travel insurance our policy contains restrictions that relate to your health and the health of others on whom your holiday depends. Please read the policy carefully on receipt to make sure that you understand the cover available. Travel Insurance is governed by English and Welsh Law. You have a choice of who you insure your trip with and if you choose to take out our insurance we will provide you with a summary of cover and a policy wording so you can make an informed decision about the suitability of our insurance for your needs. You have a right to ask for a refund of your premium and purchase an alternative insurance policy elsewhere.
Any uninsured person who takes ill is responsible for their own repatriation costs and expenses. This includes travelling companions who may have become exposed to a suspected viral condition.
ALTERATIONS TO ITINERARIES
Tour itineraries may run in any order. Certain events such as traffic congestion, roadworks, bad weather, ferry cancellations, etc., may mean a change to the advertised Tour programme and it will be solely at the Driver/Courier’s or Company’s discretion to alter routes and timings, but this would only be done should conditions warrant it.
WHAT IS NOT INCLUDED
Items not included in the Tour package are refreshments, beverages at stops, lunches, entrance fees to Public Buildings, Places of Interest, Museums, etc., even on an included excursion unless specifically advertised by Highland Heritage.
a)You may not bring a pet on a Muthu Highland Heritage Holiday. b) You may not play a radio or music on the coach. Mobile phones must not be used on a moving vehicle.
c) You are responsible for ensuring that you are at the correct departure point at the correct time, as per our Couriers instructions, and we cannot be liable for any loss or expense suffered by clients because of their late arrival at any departure point. If you arrive late at the pick up or if the Muthu Highland Heritage coach has been delayed then you must phone 01838 200444 immediately.
d) Although our vehicles have large luggage compartments, we have to adhere to regulations concerning the overall weight of fully laden vehicles along with Health & Safety Executive lifting regulations.
We would, therefore, ask that you restrict your luggage to one medium sized suitcase of maximum weight 20 kilos - it is a condition of travel that any items over and above this are notified, in writing, to Muthu Highland Heritage and this includes collapsible wheelchairs. Suitcases, and their handles, must be fit for purpose. Note: Battery driven chairs, vehicles or scooters cannot be accepted where HSE lifting guidelines are breached or where re-assembly/dis-assembly is required. It is your responsibility to ensure that your luggage is on board the coach on which you are travelling. Please ensure that any instructions given by our driver and/or courier, at any time during the holiday, are strictly adhered to.
e ) Smoking is not allowed on any Muthu Highland Heritage coach or Hotel. If you ignore this rule and thereby cause any inconvenience, distress or disappointment to other passengers, you may be asked to leave the holiday. See Rights of Refusal, Smoking on a coach or in a public place is illegal. f) In the event of contact being made with Muthu Highland Heritage by the passenger on any subject whereby the information in this brochure is changed or additional information given, the passenger must ensure that the information given is confirmed to them in writing. No responsibility will be accepted for any loss, damage or disappointment if this procedure is not followed.
g) Whilst every effort is made to adhere to the times stated in this brochure, there could be circumstances beyond our control, such as weather and traffic conditions which may cause delays.
h) At the time of printing we have been advised of additional consumer levies which may affect holidays in this brochure. i) If such a levy is introduced during the validity of this brochure, it will be shown as a separate item on your invoice and not be subject to our surcharge guarantee. Variations in VAT will be similarly included.
j) Excursions are included in the price of this holiday and refunds cannot be made for passengers not wishing to go on these excursions.
RIGHTS OF REFUSAL
We must point out that Muthu Highland Heritage reserve the unconditional right to terminate a passenger’s holiday in the event of them contracting, or is suspected of contracting, a contagious condition. This includes travelling companions who may have become, or are likely to become, infected due to exposure to a viral condition. Muthu Highland Heritage reserve the unconditional right to refuse a booking or terminate a passenger’s holiday in the event of unreasonable conduct which in our opinion is likely to cause distress, damage, danger or annoyance to other customers, employees, property or to any third party. This includes any passenger who fails to advise us of any medical condition or disability in accordance with the paragraph below. If you are prevented from travelling as a result of such termination, or your holiday is curtailed, our responsibility for your holiday there upon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur. Any person having or contracting, or in Muthu Highland Heritage’s reasonable belief that they have or may have contracted a serious contagious condition, will be repatriated at the company’s discretion together with any person sharing a room with such a person. Muthu Highland Heritage Ltd cannot undertake to provide nursing care for any person who contracts, or is suspected of contracting, a contagious condition and such persons will therefore be repatriated. Uninsured persons will be responsible for their own repatriation costs and 100% cancellation charges will apply.
PEOPLE WITH DISABILITIES
We welcome bookings from people with disabilities. We carry out an annual assessment of the accessibility of our Tours and holidays to disabled people and our compliance with all disabled rights legislation (a copy of the assessment is available on request). However, it is in the nature of our Tours that sometimes, there are no reasonable means or adjustments that can be made so as to accommodate every type of disability. For that reason we ask that any disability, allergy or intolerance, including reduced sensation in limbs and or extremities must be highlighted by forwarding a letter with all details to Muthu Highland Heritage. You must ensure that the letter is acknowledged. We stress that we cannot guarantee any requests that are made. If we are not informed in this way we cannot be held responsible for any inconvenience or costs incurred by the client and this may include our refusal to take you on holiday or to complete your holiday arrangements. Please note: 100% cancellation charges would apply in these circumstances. You should also be aware that although our hotels cater for wheelchairs, there may still be steps or stairs to contend with - this will also apply to places visited on excursions. It is essential for the enjoyment of your holiday and from a Health & Safety point of view in the unlikely event of an emergency evacuation of the coach, that all passengers without exception are able to board and disembark the coach and walk its length unassisted. Passengers who require one-to-one assistance must be accompanied by an able bodied carer as the company employees are unable to offer assistance of a personal nature. Note: Battery driven chairs, vehicles or scooters cannot be accepted where HSE lifting guidelines are breached or where re-assembly/dis-assembly is required. Only one per coach accepted. Whilst we will exercise all reasonable care we cannot be held responsible for damage to wheel chairs and motorised scooters while in transit.
We cannot guarantee the absence of substances, such as nuts, which may cause severe allergic reaction. Allergies (including allergic reaction to hand sanitisers) must be declared at booking and confirmed under separate written cover. We will confirm receipt in writing.
If for any reason you think that the coach or the Hotel are not carrying out this Contract, you must state your complaint immediately to the Courier, or in the Hotel, then the Manager. You must follow this up with a written letter explaining your complaint to the Hotel Manager on the same day. This will be acted upon by us.
The Company operates a minimum dress code policy. This essentially prohibits the wearing of vests, football tops, beach shorts, Shell suits and working jeans etc. in the public areas of the hotels and on board the coaches. Tailored slacks and smart jeans, shorts and shirts with a collar are fine as are polo shirts and roll neck sweaters, except that shorts must not be worn after 6 pm in the public areas.
Use of the company’s proprietary hand gel or foam is mandatory in hotels, dining rooms and coaches. There can be no exception to this basic hygiene requirement.
This contract is made on the terms of these booking conditions which are governed by Scottish Law and both parties shall submit to the jurisdiction of Scottish Courts at all times.
DEMANDS AND NEEDS STATEMENT
This travel insurance policy will suit the Demands and Needs of an individual, or group (where applicable) who have no pre-existing medical conditions, are travelling to countries included within the policy terms and who wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during the trip. Full details of these circumstances/events, levels of cover and terms and conditions can be found in the policy booklet. IMPORTANT - You may already possess alternative insurance(s) for some or all of the features and benefits provided by the product; it is your responsibility to investigate this. We will not provide you with advice about the suitability of the product for your individual needs; we will however be happy to provide you with factual information to aid you in making your own informed buying decision. Highland Heritage Ltd are an Appointed Representative of Travel and General Insurance Services Limited who are authorised and Regulated by the Financial Conduct Authority.
Your policy documents are available for download at Travel Insurance Policy Document
Central Administration Office: Highland Heritage Ltd, Muthu Dalmally Hotel, Dalmally, Argyll PA33 1AY
Tel: 01838 200 444 Fax: 01838 200 453
Email: firstname.lastname@example.org Web: www.highlandheritage.co.uk
Highland Heritage Limited, Registered in Scotland. Company Registration No. 153417
Registered Office: Royal Hotel, Tyndrum, Perthshire FK20 8RY.