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RENTAL TERMS AND CONDITIONS 2018

 

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Haven on Earth Limited (company number 06492143) of registered office 117 Walton Road, East Molesey, Surrey, England, KT8 0DT (“we”, “us”, “our”). 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:

i. he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
ii. he/she consents to our use of personal data in accordance with our privacy policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
iii. 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;
iv. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking. 

Very occasionally, we may offer accommodation organised by a third party where we act as agent on behalf of the third-party accommodation provider. If this is the case, you will be notified at the time of booking and on your confirmation invoice, and separate Booking Conditions will apply to your booking. Copy terms and conditions are available from us on request.

NOTE: We only make bookings for accommodation and we do not offer any additional travel services. This means that your booking does not constitute a package as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.

1. The Contract

A booking is made with us when you pay us a deposit (or full payment if you are booking within 8 weeks of departure) and we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a booking 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 will be sent to you. Upon receipt, if you believe that any details on the booking confirmation or any other document are wrong you must advise us immediately as changes cannot 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.  

Please note we accept no liability for any item/arrangement not confirmed on our booking form.

The balance of the accommodation price must be paid 8 weeks prior to departure or at the time of booking if within 8 weeks. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 4.3 below will become payable.

Only users listed on the signed booking form will be allowed entry to the villa. Occupants of the villa not listed on the booking from will either be not allowed entry to the villa, removed from the villa or will be subject to an additional charge per person. 

Price Match
We will match any price that you find elsewhere on selected properties for the same period. This offer stands for the actual property itself for the identical dates and not a similar property or the same property for different dates. To redeem your price match offer you must provide confirmation of a lower price on the same property for the same period including all payment charges, bookings fees, linen and towel costs and cleaning. This offer is only available prior to paying a deposit. Once a deposit has been paid on a property this offer is no longer valid.

2. Website Accuracy

The information and prices shown on our website may have changed by the time you come to book your arrangements.  Although we make every effort to ensure the accuracy of the information and prices at the time of publishing, regrettably errors do occasionally occur.  You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.  All information in this website has been compiled from up to date details and we have taken care to ensure that it is accurate. There may however be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, power cuts and other circumstances beyond our control. If we are advised of this, then we will of course inform you as soon as possible, but we cannot be held liable in such circumstances. It is also important to remember that some facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times.  It is not always possible to show photographs of all facilities in the villas on our website. Furniture may sometimes vary from website photographs. If a particular facility offered in our villa is essential to the booking of your accommodation, please ensure that we are made aware of this at the time of booking.

Your accommodation price
We reserve the right to alter the rental rates of any of the properties on our website.  Changes and errors sometimes occur.  If an error has been made in our charges to the user, we reserve the right to correct this at any time. You will be advised of the current price of the accommodation that you wish to book before your booking is confirmed.


3. Insurance

Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including accidental bodily harm whilst in the property, pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available. We reserve the right to ask for proof of cover.

4. Changes or Cancellations 

4.1. Changes made by you to a confirmed booking
If you wish to change your booking after the confirmation invoice has been issued, the person who originally made and paid for the booking should contact us in writing and we will try to meet the request. All changes are strictly subject to availability at the time of request. If we are able to make the change requested, we reserve the right to charge a non-refundable administration fee of £50 per person and you will need to pay all applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.

PLEASE NOTE: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. If fewer people travel than originally booked there may be extra charges to pay which will be advised to you when you make the changes.

4.2. Changes by you to a confirmed booking whilst abroad
We regret that no credit or refund is possible for any unused services provided in the cost of your booking. If you decide to change your travel arrangements whilst abroad this is your own responsibility and neither we nor our agents or suppliers are responsible for any costs or losses that may arise as a result of such alterations. 

4.3. Cancellations/refunds
If you or any member of your party wishes to cancel your booking or any element(s) of it once a confirmation invoice has been issued, the person who made the booking must notify us in writing directly to us. The cancellation charges you will be required to pay will be calculated from the date we receive written notification of your cancellation. Please note we cannot refund deposits, amendment fees or insurance premiums. We strongly recommend that your travel insurance should include cancellation cover. As we incur costs from the time you make your booking, you agree that if you cancel your booking or any element(s) of it, you will compensate us for our expenses and losses up to the maximum charges shown below. Our cancellation charges increase the closer to your confirmed departure date that your written cancellation is received at our offices. This is because we may have to pre-pay our suppliers and there is also a reduced opportunity for us to re-sell your booked arrangements as we near the departure date. Where we are able to obtain more favourable cancellation terms from suppliers and/or we can deploy the accommodation for the cancelled booking to an alternative customer then we will seek to pass on these savings to you and reduce the cancellation fee where possible, after taking account of our costs involved with such action.

 

Number of days prior to departure when written confirmation is received by us:

Maximum cancellation charge as a % of total price of the booking cancelled:

More than 2 months’

Deposit

2 months or less

100%

 

Any insurance premiums and amendment charges are non-refundable. It is not possible to make refunds after departure from the UK for any services not used. 

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us. 

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangement(s)) providing we are notified not less than 28 days before departure and, if requested, you pay an amendment fee of £25 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these Booking Conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. 

4.4. Changes or Cancellations by the Company
Because we begin planning the arrangements we offer many months in advance, we reserve the right to make changes to and correct errors in accommodation details both before and after bookings have been confirmed. We also reserve the right to cancel confirmed bookings. However, we promise we will only cancel your confirmed booking 8 weeks or less before departure where you have failed to make full payment on time or as a result of circumstances outside our control/"Force Majeure" as defined below.  Most changes are minor but occasionally, we may have to make a "significant change". Examples of "significant changes" include the following when made before departure; a change of accommodation area for the whole or a major part of your trip, a change of accommodation to that of a lower classification for the whole or a major part of your trip, and the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period. 

If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the following options: -

(a) (for significant changes) accepting the changed arrangements or
(b) accepting an offer of alternative arrangements of a standard comparable to the element(s) affected from us, if available, or paying the price difference for alternative higher value arrangements of your choosing (we will refund any price difference if the alternative is of a lower value); or
(c) choosing to cancel your booking and receive a full refund.

Should we be unable to offer alternative accommodation a full refund will be made.

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative arrangements. 

The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation. 

Note, we will not pay you compensation where:

I. we make a significant change or cancel more than 8 weeks before departure; or
II. we are forced to make a change or cancel as a result of Force  Majeure; or
III. if we make a only minor change; or
IV. the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you; or
V. we cancel as a result of your failure to make full payment on time. 

Your Deposit Payment
Your completed form must be accompanied by the deposit mentioned, being part of the total estimated cost of the facilities to be provided. If your booking is extended, a further deposit will be required. However, if you change or cancel part of your accommodation it will not be possible to refund part of the deposit as this will be used to cover the expenses incurred in changing the booking on your behalf or the proceeds used towards the balance if the difference exceeds the expenses.

5. Our Liability 

Note: we are under no liability to provide alternative accommodation (comparable or otherwise) or a refund when failure or cancellation of bookings, or dissatisfaction, is due to the acts or omissions of persons over whom we have no control.

(1) We have a duty to select the suppliers of your arrangements with reasonable skill and care. We have no liability to you for the actual provision of the arrangements, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

(2) We will have no liability for any personal injury that arises during your use of the services, unless any such injury is caused by our negligence. Please note that it is your responsibility to show that we have been negligent if you wish to make a claim against us and whether or not we have acted negligently will be judged in accordance with the local health and safety standards.

(3) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

a) The act(s) and/or omission(s) of the person(s) affected;
b) The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
c) Unusual or unforeseeable circumstances beyond ours or our supplier(s) 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 or suppliers could not, even with all due care, have foreseen or forestalled.

(4) We limit the amount of compensation we may have to pay you if we are found liable under this clause in the following ways:

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 an amount equivalent to the applicable excess on your travel insurance policy 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. 

(5) 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. 

(6) 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. 

(7) Please note we cannot accept any liability for:

(a) 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
(b) Any business losses. 

(8) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 

6. Force Majeure 

Except where otherwise expressly stated in these Booking Conditions, we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside of our own or the relevant supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.

7. Complaints 

In the unlikely event of encountering difficulties whilst away it is essential to take up the matter locally. Failure to contact our villa representative or our emergency telephone number whilst away, may affect your rights under this contract. It is not acceptable to make a serious complaint after you have come home when our local villa representative and Haven on Earth in the UK were not clearly made aware of the severity of your concerns. It is therefore extremely important that if you have a complaint that is seriously affecting your enjoyment of the accommodation, you must write down brief details whilst on holiday and ask our villa representative to fax it to us in the UK or email us.  Haven on Earth and its agents must be given the opportunity to resolve any issues brought to our attention and allowances be made by you for any local conditions regarding the reasonable amount of time taken to rectify the problem.  Compensation payments will only be considered where it is proven that any reported problem had a prolonged or major impact on the enjoyment of the accommodation booked. 

Complaints received by the company after your return to your home country without our prior knowledge will not be considered. 

If you wish to continue to pursue your complaint on your return to the UK, then all complaints must be made in writing through the party leader, and no other members of the party, to Haven on Earth in the UK within 14 days of your return home. Any claims made more than 90 days after your return date will not be considered. Except in respect of claims involving death and personal injury, failure to follow these procedures, communicated only through the lead party, will reduce or extinguish any rights you may have to claim compensation from us or any relevant supplier.

Optional extras are offered independently and we cannot be held liable for any services in this respect.

8. Conditions of Suppliers

The services which make up your booking are provided by independent suppliers.  Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us.  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 us or the supplier concerned.

9. Jurisdiction 

This Agreement shall in all respects be construed as an English contract subject to English Law.  English Law will apply to any dispute or claim which arises between us out of it. Any such dispute or claim must be dealt with by the Courts of England and Wales. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

10. General

Special needs and requirements  

Our villas may not be ideally suited for clients with disabilities although some are more suitable than others.  If you have a disability and need specific answers to specific questions, then you must ensure that this has been put in writing to us and that we have included these details on your final confirmation. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.  Please note we accept no liability for any item/arrangement not confirmed on our documentation.  We are unable to take any responsibility for the lack of suitable facilities without knowing your requirements.  If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details, if we believe we or our agents/sub-contractors are unable to meet your needs.  Any costs resulting from cancellation will be invoiced to you for immediate payment. 

Single Sex or Young Parties
All single sex and/or young parties (being a party where none of the travellers are aged 23 or over) will be charged a Security Deposit (for full details see below and Useful Information / Breakages – Villa Conditions on this website), which will be included on your confirmation invoice and is payable with your accommodation balance. Villa owners require us to charge higher levels for single sex and/or young parties.

Please note that most of our villa owners may at their sole discretion refuse to accept bookings where a group is single sex and/or a young group. You must inform us at the time of booking if your group falls within either of these categories. We reserve the right to cancel the booking at a later date where we subsequently establish you are a single sex or young group and have not informed us at the time of booking.

Behaviour
We reserve the right in our absolute discretion to terminate your booking or any accommodation services if your behaviour is likely, in our opinion or that of our employees, villa representatives or suppliers, to cause distress, damage, annoyance or danger to our employees or to any third party, or their property.  We will be under no obligation whatsoever to pay you compensation or cover any costs you may incur as a result of having to make alternative arrangements. We reserve the right to refuse any bookings that we think will be a nuisance to the owner.

Excursions
We may provide you with information about activities and excursions which are available to purchase through independent suppliers in the area you are visiting. Where we have not agreed to arrange, provide or perform these activities or excursions as part of our agreement with you, subject to these Booking Conditions, we do not accept any responsibility for them even where we suggest or recommend a particular operator or supplier and/or assist you in any way in booking such activities or excursions. Some resort facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times and you should ask if such a facility is important to you. We accept no liability should any facility be closed.

Building works
Building work and noise is unavoidable as the demand for property increases. Many resorts are still developing and therefore there is a possibility of building work, road works, or construction work, this may be carried out by local authorities or private developers. Most of our villas are also situated in residential areas and work may begin on a neighbouring property over which we have no control nor are given any prior notice. If we are aware that such works are likely to occur during your trip and may, in our opinion, significantly affect your enjoyment we will advise you. We will endeavour to offer suitable alternative accommodation. If you have not been made aware of active building work prior to travel but do find that your accommodation is being affected significantly because of local construction/building/maintenance, we would ask you to contact your representative, and/or house management and us immediately as often these building works can be stopped in the summer season.

Public Supplies
We accept no liability for intermittent failure of public supplies or utilities such as water or electricity over which we have no control, nor of sewage systems, plumbing or mechanical equipment in villas, but shall use our best endeavours to arrange prompt repairs where possible.

Swimming Pool malfunction
We or your local agent will act upon any report of malfunction of swimming pool or other item at your accommodation and will endeavour to resolve the issue but we cannot be held responsible for any malfunction and you will not be entitled to any compensation in respect of any such issue.

Theft
Please note that we do not offer compensation resulting from activities of theft or accept any liabilities for such matters either in or around the villa or in the resort.

Illness
If you are ill or injured whilst on holiday, you must, in addition to reporting your illness to our Villa Representative, consult a local doctor and also consult your GP on return to the UK. Should you then wish to make a claim against us as a result of your illness or injury, you must provide us with details of both the local doctor whom you saw, and your GP, together with written authority for us to obtain a medical report from both of those doctors.

Contents of the Property
You will have the use of the furniture and contents in the property.

You will be responsible for all damage to the property, the decorations, furniture and other contents except by fair wear and tear.

Inspection
The owners or their agents may enter the property for the purposes of inspection at any time during the day, upon giving reasonable notice, except in the case of emergency.

You and your guests will not do anything in the property which might be a nuisance or annoyance to the owner or to the owner or occupier of any neighbouring property.

Security Deposits and Accidental Damage Waivers
The booking of some villas will require payment of a security deposit of between £200 to £2,500 or more in some cases, depending upon the value of the accommodation and the accommodation owner’s demand (“Security Deposit”). In other circumstances we will take your credit card details and pre-authorise an agreed sum. In each scenario, these methods are used to protect villa owners or local suppliers against any breakages, loss, damage, unpaid local charges, additional housekeeping and any other charges. Where applicable, the cost of the Security Deposit will be included on your confirmation invoice and payable with your accommodation balance. This amount will be refunded to you within 4 weeks of your return date less any damage, losses, unpaid bills or similar. See below for further information.

Alternatively, we may require payment of a non-refundable waiver fee to cover accidental damage caused by you and/or your guests at the property (“Accidental Damage Waiver”). This will be based upon a price per person and will be payable at the time of payment of the balance of your booking (or at the time of booking where payment in full is required). The Accidental Damage Waiver is designed to provide protection where you cause accidental damage up to the value of £1,200 at the property. You will remain liable for the costs of any damages which exceed the £1,200 limit and the Accidental Damage Waiver will not apply in circumstances where we reasonably believe that the damage was not accidental and/or was caused by negligence or vandalism. Where the Accidental Damage Waiver does not apply you will remain liable for all damages caused at the property.

We will provide full details of whether a Security Deposit or Accidental Damage Waiver is required, including details of the level of deposit required or fee to be paid, at the time of booking.

Note: In the event of substantial damage/abuse to a villa, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, or where the Accidental Damage Waiver does not apply or the limit is exceeded, then we reserve the right to invoice you for immediate payment to cover the balance.

Condition of Property on Departure
On vacation of the property all rubbish to be removed from the property and placed in tied bags in rubbish receptacles provided in the local vicinity.  Any rubbish left on or outside the premises will be subject to a removal charge of £10 per bag.  The property is to be left in a clean condition.  All open food items to be removed from the property.  All crockery, cutlery, glasses are to be washed and replaced in location on entry to the property.  All furniture to be left in location on entry to the property.  All bathroom towels and beach towels (if applicable) to be placed in one location within the property for ease of checking on departure.  Any missing items will be subject to a charge of £15 per towel.

Return of Security Deposit
After you vacate the property the owner or their agent will carry out a full inspection of the property and report back to us. We will repay the Security Deposit, if taken, to you without interest, after deducting all sums due (if any) to the owner as a result of any damage to the property.

Arrival/Departure
The Users will not enter the Property before 16:00hrs (local time) on the first day of the Period of Letting, unless agreed by prior arrangement with us and will vacate the Property before 10:00hrs on the last day of the Period of Letting, leaving the Property, the furniture and contents in the state and position in which they were on their arrival.

Fire or Accidental damage
During the letting period the property will be used by the user and additional Users set out in the Agreement only.  If fire or accidental damage renders the Property unfit for occupation before the Period of Letting this Agreement is automatically cancelled and the Owners will repay all monies to the User.

11. Health and Safety

This Health & Safety information, together with the Useful Information section and Booking Conditions will form the basis of your agreement with Haven on Earth Ltd (“the Company”).  They apply only to accommodation arrangements which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you.

Please note it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK.  As a general rule these requirements and standards will not be the same as the UK and may sometimes be lower.

Important Villa Information
Please take the time on arrival to familiarise yourself with the safety features and layout of the villa.  In particular if you are traveling with children, please take the time to point out to them any areas in which they should take particular care such as the pool or on balconies.  If you have any concerns, please call the local villa representative on the number found in your travel documents.

Villas and Safety
Not all our villas will be thoroughly child friendly.  Care should always be taken especially round the pool area with supervision being given to children at all times.  Some villas are better suited than others for young children and the less mobile, so we advise you to fully investigate the suitability of the property before you book.  Telephone us and ask as many questions as you want.  If something is important to you, do not assume but discuss with a member of our reservation team who will assist with your query.  Despite our efforts and advice given, it is ultimately your responsibility for the care and safety of the members of your group.  Many terrace walls are 90cm – 1m high while others may be less.  There may also be roof terraces with low walls where in most cases these are gated or blocked off.  However, depending on the layout and design of the property this may not always be possible.  If you have any concerns about the safety of your villa please contact your villa representative immediately.  Any genuine problems brought to our attention will be dealt with as quickly as is locally possible, if feasible.  Many single storey villas have several steps inside them and many gardens may have drops or slopes.  Several villas have staircases that can be steep and occasionally low head heights.  We insist that all our villas with gas installation have been inspected by a qualified gas safety engineer.

Swimming Pools
The pool sizes in our descriptions are approximate and for guidance only.  Pools are maintained and cleaned on a regular basis.  A pool net should be provided and it is normal custom for clients to remove any debris such as leaves and twigs.  Occasionally due to extensive use of the pool water in the ears can cause an ear infection especially with children.  This does not necessarily mean that the pool does not have the correct level of chlorine but it should immediately be checked out.  A simple precautionary measure is to dry your ears well after you leave the pool to ensure you remove any trapped water that may become infected.  If you have any concerns about your pool, contact our Villa Representative immediately.

Some pools now have salt-water filtration systems as opposed to using chlorine. Please ensure that the villa you book is suitable for your requirements regarding children and non-swimmers. The swimming pool is an essential part of holidaying for many people, but remember that, misused, it can be dangerous. However, by applying just a few simple common-sense rules you can be sure of thoroughly enjoying your time in the pool. Do not run around the pool side, this especially applies to children with wet feet. Some areas may be slippery when wet.  Do not go out of your depth and know your own limits.  Please observe our strict no diving policy.  Do not swim if the water is unclear or you cannot see the bottom. If this is the case contact your representative as soon as possible. Heavy weather or thunderstorms can cause pools to turn cloudy. Cloudiness can also be caused by excess suntan oil, especially when non-water proof types are used. Please remember that use of a shower before swimming can help to keep the pool clean. Children and fair skinned people should wear a hat and T-shirt whilst in the pool as harmful ultra violet rays can penetrate water up to a depth of 1.5m and are reflected off the water surface.  Beware of dangerous surfaces, drainage channels slippery tiles or raised edges.  Always supervise children and non-swimmers in and around the pool area.  Avoid swimming if you have been drinking alcohol, especially late at night. 

Swimming Pool Accident or Closure
In the event of an accident in or around the immediate area of the pool, you must report this straight away to your Villa Representative, who will attend the villa. Any fault with the pool or its equipment will be inspected and immediate action taken to correct the problem. If, in the opinion of the Villa Representative the pool must be closed for your safety until a repair is facilitated, you will be instructed to cease using the pool. 

In the case of swimming pool closure for whatever reason, our liability shall not exceed 33% of the villa rental portion of the holiday cost during that time.

Swimming Pool Heating
Some of our pools (see individual villa details) have been fitted with pool heating, making the pool 3° C to 5° C warmer at 1 pm during the day than a non-heated pool under normal circumstances at the relevant time of year. This provides the pool with a beneficial warming, but does not make it a ‘hot’ pool.  At certain times of the year the pool heating equipment may not be adequate to heat the pool to a comfortable temperature and under these circumstances, no refund will apply. Haven on Earth cannot be responsible for any non-operational time out of our control. In the case of any malfunction, we will endeavour to rectify it as soon as possible.  If the pool has a cover, please use it. It will significantly increase the temperature of the water. Care must be taken at all times when a pool cover is used to ensure the safety of users especially children.  Please note that pool heating is not turned on in July and August. Additionally, should the pool temperature exceed 28° C the pool heating will be turned off.

Infinity or Spill-over Swimming Pools
Some of our villas feature an infinity or spill over pool, which means one side of the pool is a water fall with no barrier. When you are swimming the blue of the pool meets the blue of the sky or sea, which aesthetically is very pleasing. These pools are safe but care should be taken regarding children. If you have any doubts about the suitability of this type of pool, please enquire at the time of booking for details of your chosen villas pool.

Swimming Pool Water/Colour Effect
Chlorine is a natural bleaching agent. The more the pool is used and the warmer the weather, the more chemicals are required to keep swimming pool water safe to use.  This can react with certain fabrics and dyes used on them, causing them to lighten or discolour. Many items of swimwear carry warnings to this effect and Haven on Earth does not accept any responsibility for any damage caused to client’s property.  We would advise that certain colours of blonde hair may also develop a green tinge. This reaction is natural and does not mean the chemical balance of water is incorrect. Please ensure you rinse your hair thoroughly in fresh water after using the pool. Shampoos are available both in the UK and in most supermarkets or chemists abroad which can resolve this problem.

Glass Windows and Doors
Please be very careful with windows, especially full-length glass patio doors. The glass may not be toughened and occasionally, in a strange environment, accidents occur more easily than they can do so at home.

Local Beaches
Please be aware of the local safety precautions when you visit the beaches. At all times for your own safety comply with the suggestions of local lifeguards, warning notices or flag systems.

Linen and Washing Machines
Where linen is supplied should any person in your party have allergies to washing substances, please bring your own.

Gas Supply
Where gas water heaters are used in villas, they are subject to an inspection by local qualified engineers and a worthiness certificate issued.

Deep Vein Thrombosis (DVT)
Deep Vein Thrombosis (DVT) is a condition which has the potential to affect travellers regardless of mode of transport. The risk of developing Deep Vein Thrombosis (DVT) is extremely low. However, any travel involving prolonged immobility can result in DVT. This occurs when a blood clot forms, usually in the lower leg.  This is a serious medical condition, and needs treatment with blood thinning drugs or anticoagulants to prevent clots breaking off from the DVT and travelling to the lungs causing significant illness and, on rare occasions, death.  People at increased risk include those with a history of thrombosis, those taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease.

Dehydration may exacerbate the problem.  Here are a few suggestions, which may help to make your journey more comfortable and reduce the risk:

  • Drink plenty of water and limit your caffeine and alcohol consumption.
  • Avoid smoking before travel.
  • Wear loose fitting and comfortable clothes.
  • Try to walk around the cabin at regular intervals.
  • Avoid crossing your legs.
  • Remember to pack any prescription medicine in your hand baggage and take it in accordance with your doctor’s instructions
  • It may be helpful to wear elastic stockings.

Medical Conditions
If you or any member of your party has a medical condition we suggest you contact your travel insurance company at the time of booking, to report any pre-existing condition. Thus, you can ensure you are covered for all eventualities.

Security
Crimes against people and property are a fact of life and you have the same responsibility for your personal safety as you do at home. All clients should be extra vigilant and ensure great care is taken of your property. Be sure to close and lock all the villas windows, shutters and doors at night. Additionally, take care to lock your villa when you are relaxing around the swimming pool or perhaps enjoying an afternoon snooze or siesta.

In the event of theft, report this to your local police and inform your local Managing Agent. Be sure you obtain a police report covering the incident or loss, in order to make a claim on your holiday insurance. Please note we do not offer compensation resulting from activities of theft or accept any responsibility for such matters.

Children’s Safety
Children are naturally curious where there are lots of things and areas to explore. Ensure your children are not left unsupervised at any time and be especially careful with balconies, swimming pools and other potentially dangerous areas.

Road Safety
The rules of the road are different to that of the UK and we ask you to take extra care and ensure you comply with the local regulations at all times.

Travel Advice
Should you have any concerns about your holiday destination we suggest you contact the

Foreign and Commonwealth Office at www.fco.gov.uk/knowbeforeyougo

11. Useful Information

This Useful Information, together with the Health & Safety section and Booking Conditions will form the basis of your agreement with us. They apply only to accommodation arrangements which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you.

Making the Right Choice
Our role is to help you choose a villa and resort that is just right for you and your party. We invite you to ask our experienced and knowledgeable reservations staff as many questions as you need to and to tell us as much as possible about your particular accommodation needs. Good research is important in finding the right villa and you can telephone us on +44 20 8941 1700 and we will help you through our website. We are open Monday to Friday from 09:00hrs to 18:00hrs (all year) and Saturday from 10.00hrs to 16:00hrs (January - August). Most calls are answered within 5 seconds.

Villa Description and Standards
A particular villa may be more expensive than others because of its size or proximity to a beach or other reason and not because of the standard of its furnishings. Many villas are decorated and furnished in different styles according to owner’s tastes and the furniture will sometimes vary from the website pictures. Photographs are factual unless they have a caption ‘this is an artist’s impression’. This could occur when a facility was being constructed at the time the photograph was taken.  We provide self-catering accommodation and not hotel style facilities or services. We try to be accurate at all times. It is impossible to give a full description of our villas within the website. Many of the villas featured have been visited by us and it is important that you not only read the individual descriptions but also speak to us to obtain a better understanding of each villa and the surrounding area. Our website www.havenonearth.co.uk shows information and pictures about our villas, the surrounding areas, local beaches and places of interest.

Villa and Maid Services
Villas are regularly maintained by a team comprising a maid, gardener, pool man and the villa manager who oversees the property.  Maids do not usually work on public holidays or weekends. Cleaning will be included as per your individual villa booking and this will be confirmed at reservation.  The times of hours may vary, as may the number of hours worked. Their duties where applicable, are to make the beds, clean the floors and bathrooms and to do a limited amount of light cleaning during your stay.  These conditions vary from villa to villa and it is important for you to check what is included in your villa rental.  First and final clean of your accommodation is always included in your villa rental provided that the conditions in this respect as per our terms and conditions are adhered to. It is important that the pool man, maid and gardener carry out their duties to look after the villas and, due to their work loads, the times of their visits cannot be fixed and may not always be convenient to everyone. We kindly ask for your co-operation when they visit.

Internet and Telephone Access
Please note that most of our villas do not have telephones and some may offer internet connection. Telephone services in Europe do not always have the constant quality of that in the UK and some resorts depend on local dial up. Continuous service cannot be guaranteed and Haven on Earth accepts no responsibility for any connection downtime or any subsequent consequences thereof. and do not offer compensation if a telephone or Internet connection is not working due to circumstances beyond our control.

Air Conditioning/Heating
Many villas include air conditioning/heating as standard, in some cases extra charges apply. Please see the individual villa descriptions. Some units work on a timer or on a break switch that will turn the unit off if a window or door is opened.  Subject to our Booking Conditions, Haven on Earth cannot be responsible for any non-operational time which is out of our control. Units, where not fitted, may be hired and paid for locally.

Smoking
Smoking is not permitted in any of our villas and we would request that you only smoke outside the villa. Please do not leave cigarette stubs in the garden.

Electricity
Electricity is 220 AC with continental twin plugs. Please remember to bring an adaptor when taking any electrical items with you. Your villa electricity supply is not always as constant as in the UK. You may find that the electricity will "trip off" if too many appliances are used at once. If this happens, simply turn off some appliances and reset the main fuse box (the location and full details will be in the villa manual). Please be careful, as it can get very dark - torches are usually provided, but if in doubt, please contact your Villa Representative.

Satellite Televisions
Some villas have Digital Satellite Televisions with Freeview or other facility.  Where it is advised that UK channels are available and when conditions are perfect, you should be able to view most UK channels and BBC Radio channels. However, due to weather conditions and location of the villas, we cannot always guarantee access to all the channels all of the time.  At some times of the day or night, and depending on weather conditions and atmospherics, satellite signals may fail to operate for various reasons in all our resorts and some channels will be unavailable. When this occurs, we will have no liability in these circumstances that are beyond our control.

Check-In/Checkout
Villas are booked from 16:00hrs on your arrival day until 10:00hrs on your departure day. It can take considerable time to clean a villa on changeover days and the maid may still be tidying up should you arrive before 4pm. On your departure day the maid may arrive at your villa as early as 8 am. The ground surface inside and outside the villa may be wet due to the maid cleaning them on your arrival, departure and any other day when maid service is carried out. Be aware of the ground condition at all times and be cautious by taking the necessary steps to ensure your safety and especially that of children and the elderly. At other times, ground areas open to the elements or subject to dousing in water from the swimming pool may be wet and caution is required at all times.

Extra Beds, Cots, Highchairs, Pushchair, Booster Seat
In many of our villas we can allow an extra bed, which is usually a fold up Z-bed and is for a child up to the age of 15 years old only. Where a villa is rented with an extra bed, for example 6 adults and 1 child, in a 3-bedroom villa, it does not necessarily mean that the amenities of the villa will allow for the extra child. Cots, high chairs and Z-beds are provided at additional charge (see booking form/optional extras).  Most cots provided are of the 'travel’ type.

Barbecues
Many of our villas have barbecues. It is not normal in southern Europe to clean barbecues and it is not the maid’s responsibility to do so. Therefore, we kindly ask guests to leave them in a reasonable and useable condition.

Driving
in most continental countries you drive on the right-hand side and overtake on the left.  You must take all parts of your UK driving licence with you. Minimum driving age is 21 years. Whilst driving, you are required by law to have your driving licence, identification with photograph (for British Citizens please use a passport), spare spectacles (in Spain only), and the car rental documentation given by the car company.

Currency
The local currency in Portugal, Spain, Greece and Italy is the Euro.

OUR HOLIDAY GUIDE
The information contained herein does not form part of our contract with you.

Weather
Our resorts enjoy many more sunny days than the UK but occasionally it does rain heavily. The villas are not naturally suited to poor weather conditions which may result in temporary water ingress into the villa, water marks appearing on ceilings or walls or dampness.

Festivals
Local festivals are held throughout the year in our destinations and although they can be enjoyable, there may be extra noise late at night in certain areas. Shops, banks, bars, restaurants and other facilities may be closed.

Being Away from Home
Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.  Water and electrical supplies can be erratic, especially during the months of June, July, August and September and during thunderstorms. There are many more electrical items in each villa these days, and these can cause the trip switches to turn the supply off when used in conjunction with each other. Ensure that you know where the trip switches are when you arrive. Heavy rainfall and high humidity can, within a short spell, mar the appearance of some paintwork and cause flaking.  Obtaining service engineers abroad is a little different to the UK. The response time is often better than at home, but on occasions they may not be able to attend to a problem on the same day that it is reported. We will always try our best to rectify any problems reported to us as soon as possible.  Portugal, Spain, Greece and Italy are no different to most southern European countries when it comes to occasional problems with unwanted bug intrusions, for example, ants, mosquitoes, cockroaches and other insects. You may also see local unwanted wildlife by your villa. Their presence does not reflect the condition of the villa, it is simply a reflection of holidaying in a warm country or in a villa close to or in the countryside. Taking care to cover and clear up food, especially dropped crumbs, can help the situation. We would ask you not to feed any stray animals, as they may become a nuisance and return to the villa even after you have returned to the U.K. Additionally dogs tend to sleep during the day and bark at night. Local attitudes to animals/pets differ to the UK. Also, motorbikes being driven without silencers are not uncommon.  Sensible precautions should always be taken. Do not leave windows and doors open unnecessarily when you leave the villa or are by the pool. Please take care of any valuables, including passports and air tickets.  Your holiday villa may not have the same high level of security as you might have in your own home and we firmly recommend that you do not take any items of great value with you but if you do, ensure that these items are adequately insured. Most travel insurance policies have limitations placed on them with regard to money and valuables - please read your policy carefully. Do not take large amounts of cash with you. When changing traveller’s cheques check out a couple of Banks and exchange bureaux as rates may vary. You can also use most credit or debit cards to obtain cash from cash point machines, using your card and pin number. We do not offer compensation resulting from activities of theft or accept any liability for such matters.  Please remember that should anything go wrong with your villa it must be reported to our local Villa Representatives as soon as possible. They are there to help you and to try to make your holiday as enjoyable as possible.

 

TOURIST BOARDS

The Portuguese Tourist Office
11 Belgrave Square
London
SW1X 8PP
Tel: 020 7201 6666
Website: https://www.visitportugal.com/en

The Spanish National Tourist Office
64 North Row
London
W1K 7DE
Tel: 020 7317 2011
Website: www.spain.info

The Greek National Tourist Organisation
5th Floor East, Great Portland House
4 Great Portland Street
London
W1W 8QJ
Tel: 020 7495 9300
Website: http://www.visitgreece.gr/

The Italian State Tourist Board
1 Princes Street
London
W1B 2AY
Tel. 020 7408 1254
Website: http://www.italia.it/en/home.html