SunIsle Customer Charter
(last updated 05/07/2007)Special Offers & Discounts
For properties that are available for arrivals within 14 days we often discount
the price by between 30%-50% to attract late bookers. These properties may also
carry other special offers such as a free hire car for other weeks of the season
to give extra value to our clients. Once a property price is discounted for late
bookers any other offers that may be attached to the property are no longer
valid.
Booking Payment
Where a booking is made on our website but no payment is made we reserve the right to cancel the booking and make the property available. If you have a genuine problem with making a payment please contact out customer services immediately on
0871 855 1556 and we will hold the booking while the issue is resolved. There will be no contract made between us until you have paid the relevant deposit.
Arrival Times
Our properties are available to clients from 14.00 on the day of arrival and must be vacated on the day of departure by 12 noon. If flights arrive early or depart late we will try to see if these times can be extended, however we cannot guarantee this. If we cannot arrange extended times we will do our best to arrange somewhere for you to leave your bags and freshen up at no extra cost to you.
Special Requests
These will be confirmed in writing by email from us. We cannot guarantee they will be met unless a supplement has been paid.
Accommodation Descriptions and Images
Some of our properties are split into virtually identical apartments or studios. It is not possible to show all properties individually so we have represented them with general pictures and descriptions, therefore there may be slight differences. As we deal with so many properties it is always possible that there maybe occasional errors in property descriptions, these are rectified as soon as they come to light and we will deal with serious errors that may make a material difference to a holiday on an individual basis.
Accommodation Occupancy Limits
All of our properties sleep a maximum party size and this is stated on each property page. Over-occupancy in accommodation is only allowed after written confirmation from Sunisle Customer Services. If a party arrives at a property with more people than have been specified on the confirmed booking, our owner reserves the right to refuse entry or levy an extra charge that must be paid at the time.
Changes to Bookings (by you)
If you need to make any minor alterations to your original booking details, we will endeavor to make them at no extra cost to you - however we cannot guarantee this and where we do have to incur extra costs, these will have to be passed on to you.
Changes to Bookings (by us)
The arrangements we offer have to
be planned many months in advance and we work with owners and external agencies
who sometimes take decisions that are outside of our control. While it is very
unlikely that we will have to make any changes to your holiday, we must reserve
the right to do so.
A major change
to your holiday is limited to a move to an accommodation of a lower price or
category (i.e. no swimming pool, less bedrooms). All other changes are classed
as minor and we are under no obligation to compensate you for them. If we do
have to make a major change to your booking we will inform you as soon as is
reasonably possible.
In a case such
as this we may offer you an upgrade at no extra cost to you. Or you have the
choice of: 1) accepting our move to the alternative property at a lower price
and we will refund 110% of the price difference 2) cancelling your holiday and
receiving a full refund of all monies paid to us.
Client Cancellation
If you have to cancel your holiday booking a cancellation charge will be calculated from the first working day after we have been formally notified by you:
- More than 56 days prior to your scheduled arrival date, your deposit only.
- Between 55 and 30 days of your scheduled arrival date 50% of the booking price.
- Between 29 and 15 days of your scheduled arrival date 70% of the booking price.
- Between 14 and 8 days of your scheduled arrival date 90% of the booking price.
- Between 7 and 0 days of your scheduled arrival date 100% of the booking price.
Client Compensation
In the event of us having to make a major change to a holiday, if the client decides to cancel the holiday, or the company cancels a clients holiday (other than force majeure or low bookings as defined below) the company will offer the following compensation
- More than 56 days before the scheduled arrival date: £0.00 per adult named in the original booking
- 55 to 29 days before the scheduled arrival date: £20.00 per adult named in the original booking
- 28 to 14 days before the scheduled arrival date: £30.00 per adult named in the original booking
- 13 to 0 days before the scheduled arrival date: £40.00 per adult named in the original booking
Force majeure means unusual and unforeseeable circumstances beyond the control of the Company the consequences of which neither the Company or its suppliers could avoid, including but not limited to, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, fire, flood, adverse weather conditions or the threat of any of these.
Building Works
Sunisle cannot be held responsible for any building works external to the property
you have rented, and you
acknowledge this as part
of the terms and conditions of your booking with us. If works do occur during
your stay, we will do
our best to intervene, or try and find you alternative
accommodation if it is available (this may
have a cost implication), however please be aware that it may not be possible to
do either, and in this situation we cannot be held responsible.
Low Bookings
Where an insufficient number of people have booked the property to make the operation financial viable in the advertised form. The company will never cancel a booking for Low Bookings less than 6 weeks prior to departure. If the Company becomes unable to provide a significant proportion of the holiday after it has commenced the Company will make suitable alternative arrangements for the Client at no extra charge to the client.
Travel Insurance
It is your responsibility to ensure that you and your party have adequate travel insurance to cover the cost of the potential issues such as: cancellation of holiday, serious delay, injury, loss or theft of possessions. Sunisle Holidays recommend that you investigate the free health cover that is provided within the EU to all EU citizens, details of this can be found on Form E111D available from Post Offices.
Complaints
If you have any reason to complain you must inform our local representative
immediately. They are there to help and it is much easier to sort problems out
on the spot. If you do not report a problem while on the island and give us the
chance to remedy it, we will not be able to consider it retrospectively once you
return home. If you do have any reason to complain after your return, you should
contact our customer service relations by e-mail within 28 days of your return.
You will be sent a reference number by them and the complaint will then be
assessed and an appropriate response made by SunIsle. This must take place
within 30 days of you leaving your accommodation. The agreement is subject to
English law.
Duty of Care
We expect all of our clients to show the proper respect and care for the property that they are staying in. Whilst accidents and breakages do occur, we do expect our guests to notify us of such problems so that they can be put right in time for the arrival of the next guests. In respect of serious or negligent damage, we reserve the right to claim back the full cost of making good from the lead person named on the confirmed booking. We reserve the right not to take a client booking for any reason.
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