Frequently Asked Questions
- By making a booking, you acknowledge and accept these terms & conditions in their entirety.
- Bookings must usually be made using the online booking system, email or using the XML Interface. Requests to book, amend or cancel cannot be accepted by telephone.
- It is your responsibility to read any documentation and conditions applying to a booking and to ensure that your staff has taken note of any points which are your responsibility.
- You shall be liable for any and all cancellation fees imposed by the supplier as a result of any cancellations you have made.
- All the information we supply, be it on our site or not and be it pictures, maps or text, is and will remain our property. No information can be copied without our specific approval. No access to any part of our system can be given by you to anyone who is not an employee in your company without our specific written agreement. If you should stop being our client any and all access to any and all of our systems will stop.
- Descriptions of the hotels and their facilities and amenities are provided by the hotels. Whilst we make every effort to ensure that the descriptions and information are accurate, changes may occur which are beyond our control. In the interests of continued improvement, hotels may alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available, without prior notice. Hotels will also show the effects of normal wear and tear and these too are also beyond our control. Please note that hotel classifications and assessments are often based on our own view and may not reflect other sources.
- All vouchers issued must include our reservation reference number and must state that the reservation is booked and paid by Chalo Holiday Limited. If you have issued a voucher for a booking which was subsequently cancelled by you, we shall duly inform such cancellation to the hotel or relevant supplier.
- We act solely as an intermediary and not as a principle when making bookings for hotels or any other services we supply. We are therefore not liable for personal injury, illness, property damage or other loss or expense of any nature whatsoever arising directly or indirectly out of any the actions of the company with which we booked or supplying the service we have reserved on your behalf.
- We will always do our best to ensure that all confirmed bookings are accepted by the supplier. If it happens that a supplier is unable to accept a confirmed booking we will do our best to provide you with a suitable alternative of the same standard and in the same location. We cannot guarantee in every case that the alternative accommodation booked by us or the original supplier will be of a matching standard or in the same location as that booked. Should this occur you may be entitled to some financial recompense.
- We will not be liable to you if we are unable to fulfil a booking by reason of fire, earthquake, flood, snowstorm, epidemic, explosion, strike, riot, civil disturbance, war, act of God, any failure or delay of any transportation, power or communications system or any similar events beyond our control. We will always, in any of these circumstances, do our best to provide alternative arrangements or refund any sum already paid unless we are bound by contracts with our suppliers which preclude us from obtaining a refund from them to pass on to you.
- The FIT department operating hours are Monday to Friday 08:00-18:30 London (United Kingdom) time. Saturday-Sunday and UK public holidays operating hours are 09:00-17:30 London (United Kingdom) time.
- Sightseeing and/or car transfer services can only be purchased in conjunction with accommodation. Any services that have been booked will automatically be cancelled if the accommodation is cancelled.
- The itinerary of regular sightseeing itineraries are subject to change without notice, we will notify you of the same promptly upon receiving notice of such change.
- These Terms and Conditions are governed by and construed in accordance with English law. Disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the English courts.
- The final price for any booking is the price quoted on the online booking system or XML interface. Prices not on the online booking system or XML interface are subject to fluctuation and are not guaranteed. Unless confirmed in writing by us.
- The currency for each item booked will be that displayed on the hotel availability search page. All hotel rates are inclusive of local taxes, service charge and, at least, continental breakfast where breakfast is included and unless stated otherwise at the time of booking.
- From time to time exceptions do apply and these will be notified in the form of a flyer, booking confirmation and/or our terms and conditions. Most of our hotel rates are inclusive of local taxes but some government authorities now levy a tourist tax, which must be paid by each guest on departure.
- We shall be responsible and shall ensure that the prices quoted on the online booking system and xml interface are accurate and updated from time to time to reflect any changes to the prices, including without limitation trade fair, exhibition and other special event or peak periods where the prices may be higher than the official rack rates.
- Some hotels restrict their prices to passengers of specific nationalities. Where this is the case, we shall provide any information about these restrictions in the relevant hotel tariff page. You are responsible for ensuring that the passengers in your bookings comply with these nationality restrictions. We reserve the right to invoice you at a higher rate should passengers of a restricted nationality check in at such a hotel.
- Our prices to you are strictly private and confidential. You may not disclose them, or anything to do with them, to anyone who is not employed in your company. We reserve the right to cease trading with you, and to cancel all future bookings, if our prices are so disclosed without our prior consent.
- The standard cancellation deadline, not in trade fair or special event periods, is 14:00 hours London (United Kingdom) time 3 days before the arrival date unless otherwise stated during booking. Bookings cancelled later than this are subject to a minimum charge of the first night of the booked period per room cancelled. Bookings changed within the cancellation deadline but so the arrival date is no longer within the cancellation deadline period will still attract a cancellation charge for at least the first of any unused nights. Non-standard cancellation deadlines may apply from time to time. These will be advised in our prices and on the affected bookings.
- The standard cancellation deadline in, but not limited to, trade fair and special event periods, is 30 days before arrival. Bookings cancelled later than this are subject to a minimum charge of the first night of the booked period per room cancelled but the charge during these periods may be a full charge for all nights and for all rooms cancelled after the deadline. Bookings changed within the cancellation deadline but so the arrival date is no longer within the cancellation deadline period will still attract a cancellation charge for at least the first of any unused nights. Non-standard cancellation deadlines may apply from time to time. These will be advised in our prices and on the affected bookings.
- If we reasonably believe that you have added group bookings to our system by splitting them to make them appear as FIT bookings, hotels may levy group cancellation charges, and standard FIT cancellation deadlines may not apply, when such individual bookings cancel. You will be liable for these charges.
- We may cancel bookings you have added using our system, and hotels may request us to make cancellations of bookings on their behalf, if they reasonably appear to us or to the hotel to be group bookings and not genuine FIT Bookings. Cancellation charges may apply when either we or a hotel reasonably believe bookings to be either a group, or made to hold space you hope to sell later. Charges may also apply if the number of rooms booked is reduced within the group cancellation deadline.
- All children under 2 years are accommodated free of charge in a cot/crib in a twin or double room, except where otherwise noted. For children aged from 2 years up to their 12th birthday, the following policies apply, except where otherwise noted:
- Two children are free of charge when sharing with two full paying adults. Breakfast is not included for children and should be purchased directly from the hotel. This is only applicable if a four bedded room (Quad) is available.
- One child is free of charge in a rollaway bed when sharing the parents’ room. Breakfast is not included for the child and should be purchased directly from the hotel.
- 25% of the Twin Room Rate when one child is sharing the parents‘ room in a rollaway bed. Breakfast is included for the child if the room price for the parents includes breakfast.
- 25% of the Twin Room Rate per child when two children are sharing the parents’ room with rollaway beds. Breakfast is included for the children if the room price for the parents includes breakfast.
- No child reduction. Triple rate will apply
- Maximum two people of any age per room.
- When we confirm a reservation we do not require reconfirmation from you. Should the booking not be required it is your responsibility to cancel the booking with us on line, or by email if the booking was sent to us by email. All amendments and/or cancellations must have been made on our system or sent to us by email by 14:30 hours London (United Kingdom) time, two days before arrival to avoid charges, for bookings not in trade fair or special event periods. For bookings with a longer cancellation deadline, usually but not exclusively bookings in trade fair and special event periods the amendment and/or cancellations must have been made on our system or sent to us by email before the deadline expires as informed by us to you at the time of the booking.
- The offer for sale of some hotels on some consumer facing sites and the promotion of such hotels through the use of metatags or any other search engine tool is strictly prohibited. We reserve the right to suspend your account if you openly offer hotels supplied by us in this way when we have advised that they must not be offered and we further reserve the right immediately to cancel any bookings already made in such hotels.
- Should any customer alter their stay directly with a hotel, we will need a confirmation letter from an authorised representative of that hotel stating that the change has been accepted and that no charges will be levied to us as a result of the change. We will require a copy of this letter within 30 days of the change for the client to qualify for any financial adjustment.
- Our system will automatically confirm bookings, amendments and cancellations by email/fax. Unless you receive such a communication from us, you cannot consider the booking to be confirmed or cancelled.
- We will not accept any liability if there are problems with bookings as a result of you providing incorrect booking information such as, but not limited to, the spelling of names, incorrect stay dates and incorrect city or hotel requested.
- The online booking system and XML interface may only be used to book a maximum of 9 passengers, in no more than 5 rooms. Any more than this is classified as a Group reservation and must not be sent to us using the system. Such bookings must be sent by email and will be subject to quotation and prepayment. If such bookings are added using our online system or XML interface and the hotel reasonably believes they are a group booking they are not bound to take the booking.
- The following details must be clear and in this order when making a booking by email:
- Passenger family name followed by initials and title
- City name
- Hotel name
- Date of arrival
- Number of nights
- Number and type of rooms - You must request Twin/Double + Extra bed and give us the child age, when your booking includes a child
- Remarks
- Bookings must be categorised under the heading of: “new”, “amendment”, “cancellation” or “chaser”. Unless your email makes this clear, and if it does not have our reservation number, we will assume it is a new request and will confirm accordingly. If we have made an additional booking in error you will have to cancel or will be charged.
- All reservations should be made on the online booking system or XML interface but in the event the online booking system or XML interface is not in good working condition or in exceptional circumstances, we will accept emails. To prevent confusion regarding your instructions, when cancelling or amending please do not add new instructions to old emails.
- For cancellations via email, please quote our reservation number and state clearly what we have confirmed, which may not be the same as your original request, and what you want to cancel.
- We require a refundable floating deposit or bank guarantee equivalent to at least one month of trading. This amount will be deemed to be your monthly credit limit. Unless special agreement is set up by Supplier on the basis of Agents credibility where refundable floating deposit or bank guarantee is not require. Your credit limit will be reviewed by us from time to time and can be raised on receipt of an increased deposit or bank guarantee, agreed after discussion with us.
- Payment of each invoice is due in full within the number of days specified in the Credit Agreement. It must be made in the invoice currency by bank transfer to our relevant bank account. We do not accept company cheques or credit card payments. In exceptional circumstances we can arrange to accept payment by credit card but there will be a supplement for this which must be paid in full by you.
- Every payment must be accompanied by a clear remittance advice, in the same currency as our invoice, which must state our invoice number(s) and amounts paid per invoice showing a total which equals the payment sent.
- Any payment less than our invoice amount must be explained in full showing our invoice number, reservation number, passenger name, arrival date, hotel, the amount of and the reason for the underpayment, together with all evidence or information backing up any claim for a credit, such as copies of emails.
- If there is any item you wish to dispute in any invoice, we must have all details of the dispute in writing within 21 days of the issue date of the disputed invoice(s).
- We will not accept the non-payment of undisputed invoices because of a dispute with another invoice.
- If you breach your credit limit or credit period you will be notified and advised accordingly in writing and will be requested to remit further funds immediately so that we can continue to take bookings.
- If the full payment has not been received by the due date in accordance with these terms, we reserve the right to:
- Disconnect access to all of our booking systems.
- Stop making bookings when requests for reservations are sent to us by email.
- Insist upon prepayment for any and all existing bookings to ensure that we do not cancel them.
- Cancel any future bookings you have already made.
- The full cost of remitting your payment to us must be borne by you. We will not accept any deduction from invoices by you to cover your bank charges nor will we accept any deduction as a result of your bank using an intermediary bank to pay us.
- A minimum one night charge to cover the first night of the stay will apply to a no-show booking. During periods when a different minimum stay is stipulated by the hotel or during trade fair or special event periods, the minimum stay period or the entire period of the booking will be charged for and we will advise you of the same at the time of booking.
- Should any passenger leave a hotel before the end of their booked stay and without informing the hotel they are doing so, we cannot guarantee any refund for the unused nights and reserve the right to invoice in full for the stay we reserved.
- For bookings confirmed in sterling pounds, only funds in sterling pounds wired directly to our sterling pounds bank account by telegraphic transfer or payments by bank drafts drawn from a United Kingdom bank can be accepted. For bookings confirmed in Euros only Euro funds wired into our Euro bank account can be accepted.
- Bank Account Details:
- Any payments made into an incorrect bank account will be credited at an exchange rate set by us.
- If your clients are dissatisfied with any of the arrangements we have made for them, they should use the telephone numbers provided before they depart from the hotel or leave the service provider. Hotels and other suppliers are more likely to resolve matters if problems are reported at the time it occurs.
- We must be notified about complaints within 42 days of the departure from the city in which the complaint arose.
- Our agreement with you will be considered ended if you do not pay any amount owed by the agreed payment date, cease to trade, threaten to cease to trade, go into any form of liquidation, start to be run by an appointed receiver or administrator, breach any of your obligations contained within these and/or any other terms or do not remedy that breach within 7 days of us advising you of the breach and the remedy we require. Such a termination in these circumstances will in no way affect any other rights we have under this agreement.
Every month our subscribers get awesome updates