Crerar Terms & Conditions Extended

CONTRACT

Your holiday contract is with North British Trust Hotels Ltd, trading as Crerar Hotels. A contract will exist as soon as we issue our confirmation invoice. It is made on the terms of these booking conditions. You will see that how the terms apply to you varies depending whether you have purchased hotel accommodation only or a package from us. A package is a combination of 2 or more components, such as accommodation plus a tourist service, sold at an inclusive price.

AVAILABILITY

All Crerar Hotels offered are subject to availability prior to booking and hotels only have a limited number of rooms available at the published rates.

PAYMENTS

Crerar Hotels are only available by pre-payment at the time you make your booking, whether by Credit Card or Debit Card. If you make your pre-payment by credit card within 48 hours of your date of arrival, your room(s) will be held regardless of your time of arrival at the hotel. If you make prepayment by credit card more than 48 hours before your arrival, or by any other means at any time, your room(s) will be held up to 18:00hrs on the day of your expected arrival, unless otherwise arranged with the hotel. If you do not check in by 18:00 hrs (or as otherwise arranged), we reserve the right to cancel your booking and re-let the relevant room(s). Any rightful compensation payable to you in these circumstances, including refund of any pre-payment you have made, will be after deduction of our reasonable estimate of losses we have incurred as a result.

INSURANCE

Insurance is not included in the price but a cover option is available on request.

ARRIVAL AND DEPARTURE

Some hotels can accommodate the early arrival of guests, however we cannot guarantee that bedrooms will be available before 15:00 hrs. It is requested that guests vacate their rooms before 11:00 hours.

PRICES

All prices are per person based on 2 people sharing a twin/double room, unless otherwise stated.

PRICES - Hotel Only Crerar Hotels

All prices quoted are subject to alteration by us without prior notice, if we find it necessary to do so in circumstances beyond our control (for example, due to changes in Government legislation), and include VAT at the current rate. If we find it necessary in circumstances beyond our control to alter the prices quoted in terms of this clause after we have confirmed your booking by sending you these terms and conditions, and you do not wish to accept the altered prices, then your only remedy in these circumstances is to cancel your booking, in which case you will receive from us a full refund of any pre-payment you have made, together with any additional lawful compensation payable.

PRICES - Crerar Hotels Packages

Changes in taxes mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure.

We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents' commission.  If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one, or canceling and receiving a full refund of all monies paid, except for any amendment charges.

Should the price of your holiday go down due to the changes mentioned above, by more than 10% of your holiday cost, then any refund due will be paid to you.

AMENDMENTS

If You Change Your Booking - If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent.  You will be asked to pay an administration charge of £12 per person, and any further cost we incur in making this alteration.  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.

If We Change Your Booking - Although every effort has been made to ensure the accuracy of all information, we reserve the right to vary, amend or cancel any of the arrangements offered should we find it necessary in circumstances beyond our control (for example, due to changes in Government legislation) before confirming your booking. If we have been required to make any changes to the arrangements offered, you will be informed of such changes before you commit.

If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or canceling your booked holiday and receiving a full refund of all monies paid. Additionally, compensation will be paid according to the scale below, except where the reason for the change was unusual and unforeseeable circumstances beyond our control.

If You Cancel Your Holiday - You, or any member of your party, may cancel your holiday arrangements at any time.  Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices.  Since we incur costs in canceling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the scale below.

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

If We Cancel Your Booking -

We reserve the right in any circumstances to cancel your travel arrangements. If we do so (except where the cancellation is due to your failure to pay the required payment) you can choose either to take alternative travel arrangements from us if available (if the alternative is of a lower standard you will receive a refund of the difference in price) or a full refund. In addition, we will pay compensation according to the scale below, except where the reason for the cancellation was unusual and unforeseeable circumstances beyond our control.

IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY

IF WE CANCEL YOUR HOLIDAY

IF YOU CANCEL YOUR HOLIDAY

Period before departure within which notice of Cancellation or major change is received by us or notified to you

Amount YOU will receive from us

Amount YOU will receive from us

Amount of cancellation charge

More than 28 days

£0

100% of holiday cost

10% of holiday cost

More than 14 days

£10

100% of holiday cost + £5

20% of holiday cost

More than 7 days

£20

100% of holiday cost + £10

25% of holiday cost

Less than 7 days

£30

100% of holiday cost  + £20

100% of holiday cost

MEALS

Unless clearly stated otherwise in the package all meals are Table d'Hôte dinner and full cooked breakfast.

DISABLED FACILITIES

Whilst we are delighted to welcome guests with special needs, not all hotels can offer special facilities in all hotels and not all areas of the hotels are easily accessible. Guests should please check at the time of booking as to the suitability for their requirements. Our reservations team will be only too happy to advise.

CHILDREN'S REDUCTION

Child payment policies vary from hotel to hotel. Guests should please enquire at policy for their requested hotel. It is not possible to book family rooms on-line, please contact our reservations team on 0870 9506282 to book.

SPECIAL REQUESTS

All special requests made by you after we have confirmed your booking will be passed onto the hotel which will make every reasonable effort to meet these but unfortunately they cannot always be guaranteed. Any special requests made by you prior to confirmation, and accepted by us, will be met.

COMPLAINTS

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) who will endeavour to put things right.  If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at 1 Queen Charlotte Lane, Edinburgh EH6 6BL giving your booking reference and all other relevant information.  Please keep your letter concise and to the point.  This will assist us to quickly identify your concerns and speed up our response to you.

It is essential that you communicate any complaint to the supplier of the services in question without delay whilst on your break.

If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

WITHDRAWAL

Bookings made on Crerar Hotels.com: By accepting the terms and conditions posted on our website when making your booking, you have no right of withdrawal under this contract. Any amendment or cancellation of your booking will be governed by the cancellation provisions stated in the preceding section of these terms and conditions.

Bookings made by telephone:  If you are unhappy with any of these terms and conditions, if you notify us within 7 days of the dispatch of this e-mail confirmation that you intend to withdraw, you may cancel your booking and be refunded any pre-payment in full.  If you do not notify us of your intention to cancel within the said 7 days of dispatch of this e-mail confirmation, then any subsequent cancellation will be governed by the cancellation provisions stated in the preceding section of these terms and conditions.

LIABILITY

We will accept liability if something we do or fail to do causes death or injury. We will also accept all liability for damage to your property if the cause is our fault. However, we will not be liable for losses which were not foreseeable by both ourselves and you when these terms and conditions were entered into, or for losses that were not caused by any breach of these terms and conditions by us, or for any business losses or other non-consumer related losses (such as loss of profits or loss of opportunity). If the contract we have with you is not performed or is improperly performed by us we will pay you appropriate compensation if this has affected the enjoyment of your holiday arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your holiday arrangements. Our liability will also be limited in accordance with and/or in an identical manner to any relevant international convention, for example the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim.

DATA PROTECTION

As a result of you making your booking, we will obtain details of your name and address and possibly other information about you which constitute "personal data" for the purposes of the Data Protection Act 1998. We will process this personal data for the purposes of providing your break (including sending your details to 3^rd parties, e.g. hotels) and sending you information about future offers and services from us. By agreeing to these terms and conditions you will be deemed to have consented to this processing. However, if you do not wish to be placed on our mailing list to receive information about future offers and services provided by Crerar Hotels, please write to:

Data Protection Dept, Crerar Hotels, 1 Queen Charlotte Lane, Edinburgh EH6 6BL.

If you wish to access your personal data held by us, please write to the same address.

GOVERNING LAW

We will try and solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so within the United Kingdom.

YOUR FINANCIAL PROTECTION

Crerar Hotels are bonded through an insurance policy which provides for your protection in the unlikely event of our insolvency.