0845 241 7733
Fax
00 44 (0)1279 427 186
enquiries@villastogo.com
Office Hours
Mon-Fri9am - 7pm
Sat-Sun11am - 6pm
Agency Terms of Business
Villastogo Limited is primarily an online accommodation letting agency acting as a disclosed agent on behalf of each villa owner or property management company. In order to help assist our website visitors with other related services we also act as a disclosed agent for car hire companies, insurance providers and other travel related services. In the case of all accommodation bookings all owners and property management companies have agreed to the standard agency terms as detailed below, for all other services you will receive the suppliers own booking terms and conditions when you make the booking.
In these Agency Terms, “Party leader”, “you” and “your” means the first named person on the booking. “we”, “us” “ourselves” and “Villastogo” means Villastogo Ltd. registered in the United Kingdom company registration no 4134507 and “supplier” means the supplier of your of your chosen accommodation or travel related service whether it be the local agent or the accommodation owner. These Agency terms together with the information contained on the Villastogo website (including terms shown on the villa description, calendar, FAQ or in general information pages) form the basis of your contract with your Supplier. Please read them carefully as they set out the respective rights and obligations of all parties.
All bookings are made subject to these agency terms and conditions of business.
- Your holiday booking
- Payment
- No-surcharge guarantee
- Your holiday accommodation
- Special Requests and Medical Problems
- Changes by you
- If you cancel your holiday
- Changes or Cancellations by the Supplier
- Complaints
- Our Liability to you
- Force majeure
- Other matters
- Financial Protection
Your holiday booking
On completing your booking whether online or by telephone, you (the party leader) are accepting these terms and conditions. The party leader must be at least 18 and authorized to make the booking on the basis of these booking conditions by all persons named on the booking, including those substituted or added by an agreed amendment of the booking. All correspondence and documents are sent to the party leader who is responsible for making all payments in respect of the booking and for ensuring that members of the party are kept informed of details affecting their arrangements. On receipt of your booking we will send written confirmation of your accommodation to you. Accommodation is reserved only for the use of persons named on the confirmation/invoice so please check the confirmation and any other documents carefully, and notify us immediately if any detail is not correct. A binding contract between you (the party leader) and the supplier will come into existence when you have paid a deposit (or full payment if booking within 10 weeks of departure) and we confirm your booking in writing. Your contract and all matters arising out of it are governed by English law. Bookings may not be assigned or passengers substituted except in accordance with these agency terms and conditions of business.
TopPayment
In order to confirm your stay, a deposit of 35% (or full payment if booking within 10 weeks of departure) must be paid at the time of booking. This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below. The balance of the cost of your stay must be received not less than 10 weeks prior to departure (or at the time of booking if this date has passed). This date will be shown on the confirmation invoice. If you have not paid in full and on time your supplier reserves the right to treat your booking as cancelled by you, retain any deposits held and require you to pay the cancellation charges as specified in clause 7 – If you cancel your booking.
TopNo-surcharge guarantee
Whatever happens the price of your accommodation plus applicable supplements, as prevailing at the time you book and pay your deposit, subject only to the correction of errors, will be guaranteed against any increase. This guarantee is subject to the conditions of payments being adhered to as set out in clause 2 - Payment. However the supplier reserves the right to increase or decrease published prices of unsold accommodation at any time. The price of your chosen accommodation will be confirmed at the time of booking.
TopYour holiday accommodation
This is reserved exclusively for the people named on the confirmation invoice and no other persons whatsoever are permitted to stay there unless this has been agreed by the supplier, confirmed by us in writing and any additional payments made.
You may arrive at your accommodation anytime after 4.00pm (5.00pm in mainland France) however if you expect to arrive after 7.00pm please advise us so that arrangements can be made with the local keyholder – In some instances there may be a charge for late arrivals.
You must vacate the property during the morning on the day of departure to enable cleaning and preparation to be completed prior to the arrival of new guests. This is normally 10.00 a.m. but the exact timing will be shown on your accommodation voucher.
Should you or any member of your party be responsible for any breakages, loss or damage of any item at the property or of the property itself during your stay, a charge will be made locally or after you leave the property to cover the cost of replacement or repair. Further charges will be made if extra cleaning is necessary after your departure. In some cases a deposit to cover such charges is payable locally.
Additional optional facilities are available at some properties, e.g. satellite or cable TV, pool heating, telephone etc., and for which a supplement may be payable.
NB Local communities expect certain standards of behaviour; all guests are required to observe them.
All groups other than large families are required to pay a damage deposit in addition to the breakage damage waiver (as detailed in clause 13 below). Any charges caused by wilful or negligent behaviour are not covered by the breakage damage waiver, will therefore be deducted from this deposit as they occur.
TopSpecial Requests and Medical Problems
Special requests are also often made to us. Where requested in advance and in writing, we will pass them on to the supplier who will endeavour to provide the additional service(s) or special request(s) where possible but we regret these can not be guaranteed. Failure to make provision of such service will not be a breach of this contract on our part and the accommodation supplier’s maximum liability will be a refund of any supplement paid.
If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise the supplier and seek guidance as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If the supplier reasonably feels unable to properly accommodate the particular needs of the person concerned, they reserve the right to decline your reservation or, if full details are not given at the time of booking, cancel when they become aware of these details.
TopChanges by you
If you need to make any changes to your confirmed booking, you must notify us in writing as soon as possible and we will pass them onto the supplier. Whilst the supplier will endeavour to assist, we cannot guarantee that they will be able to meet any such requests. Where these change requests can be met, an amendment fee of £20 per person may be payable together with any costs imposed by the supplier.
TopIf you cancel your booking
If you or any member of your party cancels the booking or part of it, this must be done in writing by recorded delivery or fax and signed by the party leader. Cancellation will become effective from the date it is received in writing at our office. All cancellations are subject to a charge payable by you. This is expressed below as a percentage of the total price.
Cancellation received - Cancellation Charge More than 56 days - Deposit only 56 to 43 days - 40% 42 to 29 days - 50% 28 to 15 days - 75% 0 to 14 days - 100%
Amendment charges are not refundable in the event of cancellation.
NB Cancellation due to most reasons genuinely beyond your control (except disinclination to travel or financial reasons) is usually covered by a travel insurance policy and it is a condition of booking that this is taken out.
TopChanges or Cancellations by the Supplier
Occasionally your supplier may have to make changes and correct errors to the website description and other details both before and after bookings have been confirmed and cancelled bookings. Whilst they will always endeavour to avoid changes and cancellations they must reserve the right to do so and will offer you and alternative accommodation where possible. If a supplier alters or cancels your booking we will advise you as soon as possible but we regret that we cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation. Any refunds or compensation will be solely at the discretion of the supplier.
TopComplaints
We would hope that you will not be dissatisfied with any aspect of your holiday. However in the event that you are dissatisfied you must report the cause to the keyholder or local agent or supplier to allow them to rectify the problem. In the unlikely event that you are still not satisfied or your supplier is unable to resolve your concern please contact us either whilst in resort or within 28 days of your return and our customer service team will try to assist you.
If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint.
Please note that the property is not an official tourist structure, such as an hotel, residences, etc. but a private dwelling. Being such, there is no standard or categories that are internationally recognised, indeed its size, shape architecture and furnishing are likely to reflect the local traditions and/or personal taste of the owner. You should consider that such accommodation as is featured on our site offer the chance to experience the culture of a chosen area, living for a few weeks in the same surroundings as an inhabitant would. For such reasons we cannot exclude the possibility that these differences can sometimes result in minor inconveniences caused by the individual nature of such properties and their surroundings cannot be accepted as complaints.
TopOur Liability to you
For the avoidance of doubt your booking is directly with the accommodation supplier. We act only as an agent for the suppliers, and therefore accept no liability whatsoever for any death personal injury, consequential loss or damage of whatever kind, unless caused by our own negligence. Any matters or disputes concerning our agency responsibility are governed by English law and you agree to submit to the exclusive jurisdiction of the courts of England and Wales.
In all cases the absolute maximum liability of Villastogo Ltd is the total price paid by you the customer for the specific booking related to any given complaint
TopForce majeure
Except where otherwise expressly stated in these booking conditions, neither we nor the supplier can accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by 'force majeure'. In these Booking Conditions 'force majeure' means any event which we or the supplier of the service(s) in question could not, even with due care, foresee or avoid. Such events may include, but are not limited to, war, threat of war, civil commotion or strife, hostilities, strikes or other industrial dispute, natural disaster, fire, acts of God, terrorist activities, technical problems with transportation, closures of ports and ferries, quarantine, epidemics, weather conditions, government action or other events outside our control. Holiday insurance, if you choose to take it, provides cover in respect of some of these events.
TopOther matters
Accidental Damage WaiverA £10.00 non-refundable Accidental Damage Waiver is payable per person on all properties. This is to cover accidental damage and breakages to the property, furniture or crockery up to the value of £100 pp. This payment does not cover additional costs such as extra cleaning or damage caused by wilful or negligent behaviour. At properties where local deposits are also collected and deductions are made or instances when the damage item has been replaced please advise the local agent/representative and keep the receipt to claim a refund on your return subject to the criteria detailed above.
Passports and VisasFor citizens not travelling on a passport issued by a member of the European Union it is possible that a visa is required. It is the responsibility of the party leader to confirm that all members of the party have valid passports and, where necessary, valid entry visa.
Travel InsuranceIt is a condition of booking that all persons have Travel Insurance. This will usual cover the costs incurred through the inability to travel through illness or death of yourself or close relative, loss of baggage, repatriation in the event of illness and also other benefits. It is a requirement that the costs arisen from these conditions and the costs of repatriation are covered by the insurance.
TopFinancial Protection
In order to provide you with financial security and peace of mind all Villastogo Ltd holiday lets made on or after 13 November 2008 include free Supplier Failure Cover (“SFC”).
SFC is a new type of insurance created with independent holidaymakers in mind designed to protect you in the event that any one of your holiday suppliers (including any related to this booking that you have booked independently) should fail and were not covered by credit card protection, trade bodies such as ATOL or any other financial protection.
For further information on Supplier Failure Cover please click on this link for Financial Protection FAQ’s .