1. Booking & Payment
By making a booking, the first or lead named person on the booking, agrees on behalf of all persons detailed on the booking that:-
a. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
c. He/she is over 21 years of age 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.
d. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
e. Adult groups may be required to pay a security deposit, this charge will be determined by the number of bedrooms and the overall cost of the property being booked., at a minimum cost of £200 per bedroom. Our team will contact the lead named customer to advise this process.
Please note: We act as Principal, making single service bookings only. We do not offer package holidays and therefore the Package Travel and Linked Travel Arrangements Regulations 2018 ( "PTR's" ) will not apply to the service/s that you book with us.
To make a booking, you must complete the booking confirmation pages on our website. To confirm your reservation, you must pay the appropriate deposit (or full payment if booking within 12 weeks of arrival), as stated on the booking confirmation pages. Payment can only be made using the accepted credit or debit cards stated by us, via our online portal payment system https://my.villaplus.com/login. We do not accept payments by cheque or BACS. There is an option to pay your balance by Direct Debit *
All products on https://www.villaplus.com/ are not an offer by us but an invitation for you to make an offer to us and our partners / 3rd party suppliers. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. If we are unable to accept your booking or there is any reason why we are unable to process your booking we shall return your payment immediately.
A binding agreement will only come into existence between you and us when we issue a confirmation invoice to the party leader. Until then we shall be under no liability to you whatsoever. Please note we accept no liability for any item/arrangement not confirmed on our invoice. If you believe that any details on the confirmation email invoice or any other documents 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 or on the Villa Plus " Manage your booking " online portal called MyVillaPlus, immediately.
The balance of the villa price must be paid 12 weeks prior to departure or at the time of booking if within 12 weeks of arrival. 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 2 below will become payable.
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only.
* Direct Debit payments:
Once your deposit has been paid, you have the option to set up a direct debit to pay your balance, which can be actioned via our online portal " Manage your booking " called MyVillaPlus.
If you have set up a direct debit arrangement with Villa Plus, in the event that you subsequently wish to amend the booking, you can only do this via our Flexible booking policy, please view these separate terms before proceeding, in order to check that your booking is eligible.
2. Cancellation by you before departure
If you or a member of your party needs to cancel your confirmed arrangements, the party leader must do this via the " Manage your booking " online portal called MyVillaPlus. Cancellation charges will be confirmed to you on the portal.
As we incur costs from the time we confirm your booking, we will levy the following cancellation charges:-
84 days or more loss of deposit, insurance premiums and amendment fees (if applicable)
Between 83 days and 57 days 40% charge
Between 56 days and 36 days 60% charge
Between 35 days and 29 days 70% charge
Between 28 days and 22 days 90% charge
Between 21 days and departure date 100% charge
Cancellation charges are based on the total villa costs. Amendment charges are always non-refundable. Cancellation of certain services can result in up to 100% cancellation charges regardless of the notice period given to us ( such as car hire / transfers . ) We reserve the right to pass on these charges which will apply to the relevant element of your booking. Similarly, name changes (including initial changes) can be treated by suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If our supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of this element of your booking and you must also pay the administration charge listed in the section "amendments by you". The per person price of the remaining people will increase as we must always receive the same portion of the villa element of the holiday if part of your party cancels. Should your party choose a smaller villa, further administration charges may also be incurred.
3. Passport information
As a European legal requirement, passport details of all members of your party must be submitted to the Local Authorities in your holiday destination before you travel. This process is equivalent to a hotel check-in service.
Once you provide this passport information to us using the " Manage Your booking " online portal called MyVillaPlus, the local destination resort team will pass these details to the local authorities on your behalf.
This is a separate requirement to the Advanced Passenger Passport ( API ) information which you will be asked to provide, if you have booked a flight with an airline, as part of your check-in process.
Prior to departure, at 30 days and 15 days, if we have not received your completed passport and LAR details, you will be sent an email reminder. Failure to provide us with both passport and LAR information prior to departure, does not mean that Villa Plus is unable to provide the services booked as per our contract with you, but will result in your being unable to access or receive your final travel documentation and access codes to the villa - in any such instance, no refund or compensation will be due, or made to you.
4. Amendments by you
If, after we have sent confirmation of your booking, you wish to alter any of the arrangements made, we will do its best to accommodate your wishes and a charge of £40.00 per person per change will be made, along with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers - please note that if you wish to change your villa accommodation, you will be required to pay any pricing differences between the original villa and new villa. Note: Certain services may not be amended after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that service. During 2021 /2022 with the continued impact of Covid-19, an example of this might be due to contractual obligations with our villa owners. A change of your holiday dates will be treated as a cancellation of your booking and the appropriate cancellation charges will apply.
Please note that in most circumstances, if we can provide villa accommodation and other services you booked with us, no refunds will be paid if you are unable to reach your holiday destination, or choose not to travel.
5. Your holiday price
We reserve the right to alter the prices of any of the villas or other services shown on our website. Special note: changes and errors sometimes occur. If a villa price has been uploaded incorrectly, we reserve the right to withdraw it from our website and you would be refunded for the incorrect sum paid on your booking and would then be able to re-book the villa at the correct price. Please ensure that you check the price of your chosen arrangements at the time of booking. The current total price of your booking will be detailed on completion of the booking confirmation pages. Please note that as Car Hire can only be booked in a separate browsing transaction, this will appear as a separate transaction on your records.
Local Taxes and Charges
Any additional or newly imposed Government Taxes or charges are not included in your arrangements with Villa Plus and are payable locally.
6. Website and brochure Accuracy
Important note: the information and prices shown on this website and in our brochure 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 and our brochure 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 advertised equipment or a facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, then we will of course endeavour to 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 throughout the year and may have closed.
It is not always possible to show photographs of leisure equipment such as pool tables and table tennis tables in our villas. Furniture and fittings may sometimes vary from brochure or website photographs. Please visit our website for latest photography and most up to date property information. If a particular facility offered in our villa is essential to the booking of your holiday, please ensure that we are made aware of this prior to you completing the booking confirmation pages. Please note that at all times, the information on our website supersedes that in our brochure.
Google Maps are to give you a further guide to the location of the villa. However, we cannot guarantee the definition of the location of your villa and it is subject to whatever Satellite image Google publishes. New and updated Satellite images are being uploaded by Google on a regular basis which sometimes results in the movement of our marker and please remember that the image of your area may have been taken by Google several years ago. The villa and the immediate area around your villa may have altered significantly. These views are for your reference only and we accept no responsibility for any inaccuracies.
7. A. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of the holiday provided by us. Villa Plus acts as an Agent and for any excursion or other tour that you book, your contract will be solely with the operator of the excursion or tour and not with us and n liability is attached to Villa Plus ( e.g. we feature the option to book Attraction World activities as shown on our Extras options webpage: https://www.villaplus.com/extras which can be made by booking through our " Manage your booking " online portal called ' MyVillaPlus '. ) We may provide information on operators of any such excursions, but we are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
B. Resort Facilities
Some resort facilities, such as shops, bars, restaurants, communal pools, water sports and water parks for example, may not operate at all times during a season. We have no control over opening times and dates and accept no liability should any such facility be closed at any point during your stay.
8. Building Works
From time to time, building work and its associated noise is unavoidable. We do not control such work, and we do not receive advance notice of when it will begin. Most minor refurbishments and/or maintenance work being carried out at other properties in the area would not affect your holiday, however, where we are aware of work taking place that may reasonably be considered as significant and likely to seriously impair the enjoyment of your holiday. we will notify you as soon as possible.
If we consider the work will have a significant effect on your holiday then you will be entitled to exercise the options shown under Section 23 below.
Should you have any problems on your holiday, it is a condition of your booking contract with us, that you must report it to our local Villa Representative and / or our local Villa Plus resort office and the supplier of the service(s) in question promptly during your holiday. Any verbal notification must be confirmed in writing by email as soon as possible during your stay.
Villa Plus, its agents or the Supplier of the service, must be given the opportunity to resolve any issues brought to our attention during your stay 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 problems had a prolonged or significant impact on the enjoyment of the holiday booked, following investigation and assistance by our local resort team at the time. It is not acceptable to make a serious complaint after you have come home when our local Villa Representative and Villa Plus 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 holiday enjoyment, you must make our local office and Villa Representative aware of your concerns as soon as possible.
If you wish to pursue a complaint on your return to the UK, then all complaints must be made in writing by email through the party leader only and no other members of the party, direct to the Customer Service Team at Villa Plus in the UK, within a 14 day period of your return home to: Post-TravelComplaints@villaplus.com.
Please note that Villa Plus does not respond to any complaint registered or sent via 3rd party complaint handling companies, such as Resolver - all complaints must be made direct to Villa Plus and we will reply to you in line with ABTA response guidance policies. 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 party leader, will reduce or extinguish any rights you may have to claim compensation from us or any relevant supplier.
We are a Member of ABTA, membership number Y6093. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you the option of using ABTA’s scheme for Alternative Dispute Resolution ( ADR ) which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint after corresponding with us, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn't apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.
For injury and illness claims, UK residents can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.
European consumers can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. Please note that the ODR platform is not available for use by customers in the UK.
10. If you miss your flight or method of transport to the villa accommodation
If you or any member of your party misses your flight or other transport arrangement, which prevents you from taking up your accommodation on the scheduled arrival date, you must advise us promptly, otherwise you will be classed as a no-show and your booking will be cancelled. Any changes to your individual method of transport and timings, will not entitle you to cancel or change your villa arrangements without paying our normal charges.
11. Behaviour ( Please also refer to Section 21 - Villa Conditions )
We reserve the right in our absolute discretion to terminate your holiday or any holiday services if your behaviour breaches our published Booking Terms, or is likely, in our opinion or that of our employees, villa representatives or our suppliers or their appointed agents, to cause distress, damage, annoyance or danger to our employees or to any third party, or their property. Please note that we reserve the right to charge your party an appropriate fee during your stay, for any costs resulting from excess damage or which causes villa owners or Agents' housekeeping teams extra cleaning work.
If you are prevented from travelling on an airplane because in the opinion of any person in authority at the airport, you appear for whatever reason unfit to travel and you are subsequently unable to partake in the holiday services you have booked with us, we have no further responsibility for your holiday. We will impose full cancellation charges and will not give any refunds. Furthermore, 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.
Please note that many holiday resort destinations have local siesta or residential noise pollution level regulations in force, between set hours. Any uncivil activities or disruptive behaviour may result in further action by local enforcement or you may be asked to leave the villa and no refund would be issued in such circumstances.
Please note: Smoking is not permitted in any of our villas, nor in the villas' external grounds and we would request that you only smoke in an appropriate place outside the villa perimeter.
12. Travel Insurance
You are required to either take out travel insurance through our partner, Voyager Travel Insurance, or to arrange a policy that provides similar or greater cover from the moment you book it. If you take travel insurance with Voyager Insurance Services, you will book directly with them and will be sent policy details by Voyager, or you will have agreed to download it from our online portal, MyVillaPlus. It is your responsibility to ensure receipt and to read it in order to accept or reject its terms and conditions. Villa Plus is an Appointed Agent of Milson Howard Limited which is authorised and regulated by the Financial Conduct Authority ( FRN 305252 ) when selling insurance policies direct to customers.
Should you not take out an insurance policy through Voyager Insurance Services, it will automatically be assumed that you have taken out your own travel insurance policy. It is your responsibility to do this. Please remember to take your policy with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your party's needs. 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.
Please note that with the onset of the worldwide impact of Coronavirus ( Covid-19 ) the majority of major travel insurers have suspended their travel disruption cover. This impacted any URV insurance policy that you purchased through Villa Plus from 19th March 2020 up to 17:00 hours on the 7th July 2021 and any White Horse Insurance dac. policy from 17:01 hours on the 7th July 2021 up to midnight on the 12th July 2021.
13. Passports, visas and health requirements
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this - please refer to our Useful Information section: https://www.villaplus.com/faq. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
For more information about your chosen destination and for latest travel advice we recommend that you also refer to the Foreign, Commonwealth and Development Office at https://www.gov.uk/foreign-travel-advice.
Most countries now require passports to be valid for at least 6 months after your return date. Proof of covid-19 vaccinations may required to enter some European countries. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information, contact the Passport Office on: 0870 5210410 or visit: https://www.gov.uk/browse/citizenship/passports.
All non-British passport holders must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. Requirements may change and you must check the current position in good time before your departure date. For European holidays you should obtain a completed and issued GHIC prior to departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. This includes not being able to travel due to a mislaid, damaged or lost passport.
14. Special needs and requirements
Our villas may not be ideally suited for clients with mobility considerations although some are more suitable than others. If any members of the booking party have medical or mobility considerations, please check the tickbox ‘Request villa suitability form ‘ before continuing with your booking. You’ll then receive an automated email with a link to download our Villa Suitability form, which should be completed and emailed back to us on: firstname.lastname@example.org Our Travel team will contact you after reviewing with our local resort team to confirm your chosen villa’s suitability.
We will always endeavour to provide the right information, but we are unable to take any responsibility or liability for building or equipment changes made by villa owners of which we are not advised, nor do we accept any responsibility or liability for any omissions of information made by you or your party prior to travel, in regard to mobility considerations.
15. Special requests
If you wish to make a special request, please book your chosen villa and then the lead named traveller should email us as soon as possible after booking, to: email@example.com stating your booking reference, villa and dates of travel.
We will try to pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation email or any other documentation, or that it has been passed on to the supplier, is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed in writing to the lead traveller, by us. Please note we accept no liability for any item / arrangement not confirmed on our email confirmation invoice.
16. Advance Bookings
Sorry, we no longer offer Advance booking requests.
17. Data Protection
It is the lead traveller’s responsibility to ensure that all passport information for the entire booking party, has been provided to Villa Plus by entering details in the " Manage your booking " online portal called " MyVillaPlus. " Once we have received these details, you will then have access to your Villa Plus travel documentation. Please ensure that all your travel documentation (such as car hire vouchers, directions to your villa etc) is in order. Please check this information carefully. If you have purchased extra services from other providers, we recommend that you check these details too. If making a change to the Lead Passenger name and you have booked car hire, you will need to amend the Driver name via our online portal as well. Telephone calls made or received by us, may be recorded for training purposes.
19. 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 "force majeure". For the purposes of these Booking Conditions, force majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken.,. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, significant risks to human health such as the Coronavirus and its ongoing effects, or SARS, pandemics, epidemics, or the outbreak of serious disease at the travel destination or country of residence and all similar events outside our control which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside ours or the supplier(s) concerned’s control.
20. Conditions of Suppliers
Many of the services which make up your holiday 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. All car hire is on request until confirmed with the supplier.
Please note that your contract remains with us and you should not seek to make any material changes to your services directly with our suppliers. See Clause 27 “Our Responsibility for your booking. ”
21. Villa Conditions
Bookings made on or after 1st March 2022
All guests must ensure they treat villas, their contents and grounds, with due care and consideration. For any accidental damage or instances of negligence or vandalism, we reserve the right to invoice you / your party for immediate payment, or will seek to recover damages on behalf of the villa owner, by civil litigation.
Bookings made on or before 28th February 2022
(b) Accidental Damage Waiver (ADW)
Bookings will incur a non-refundable charge called an Accidental Damage Waiver (ADW). This will be added to your confirmation email and is payable with your villa booking balance. The ADW is used to cover accidental damage that may occur at the villa and is calculated dependent on departure date and the size of villa. This waiver has maximum limits for damage caused to any part of the property or its facilities but excludes negligence and vandalism. Please see below scale of applicable maximum limits of cover.
1-2 bedrooms - £800
3-4 bedrooms - £1200
5 bedrooms - £1500
6 or more bedrooms - £1800
For any accidental damage that exceeds the values set out above, or for any instances of negligence or vandalism, we reserve the right to invoice you for immediate payment.
(c) Villa Occupancy
All the names of those persons staying at the villa overnight during the villa rental period must be given to us in the UK before departure and those names must match those included on the final booking confirmation invoice. Furthermore, your Villa Representative must be informed of any additional people staying at the villa overnight. The number of people staying at the villa must not exceed the maximum occupancy number as shown on our website. Villa Plus will ask any additional persons not named on the final invoice confirmation, to leave the villa in a case of non-compliance.
(d) Commercial Use Not Permitted
Please note that our villas are provided for leisure and holiday purposes only. Subletting, sharing, assignment or reselling of our villas, or otherwise using our villas for any commercial purpose ( including, without limitation, filming, photography, yoga or wellness retreats & breaks or for publicity purposed by social media influencers and/or bloggers ) is not permitted. Villa Plus reserves the right to terminate your booking, without liability, should we find out about any commercial use made of our holiday villas. Additionally, should any large gathering of people other than those noted on our invoice take place (e.g. a party or wedding reception) we must be informed about it at the time of booking. If we can accommodate this, you may be charged an extra cost for cleaning / maid service and a refundable security deposit may apply. We reserve the right to refuse your booking should we not be able to accommodate your request, or if the booking has already been confirmed, cancel the booking in which case our standard cancellation charges shall apply.
Villa Plus, its suppliers and agents cannot be held liable for any consequence of holding any commercial activity, event, excursion or any other arrangement organised by you and not arranged by Villa Plus, our agents or suppliers. Any arrangements made by you (with or without our written approval) should be protected by you with adequate liability insurance and any other regulatory requirements or licenses.
The villas are booked for normal holiday use only and pets/animals are not allowed. Guide and assistance dogs are usually allowed, with the prior permission of the villa owner - please contact us before you confirm any booking. Please note that any guests arriving at a villa with an animal or pet/s that is not a guide dog which has been given prior permission by Villa Plus, will be asked to leave immediately and no refund will be given in this circumstance.
(f) Swimming pools
For all information about swimming pools please refer to the 'Health & Safety' section of this website.
We reserve the right to amend the price of unsold villas on unsold dates, at any time and correct errors in the prices of confirmed villas, car-hire and transfer services. We also reserve the right to increase the price of confirmed holidays to allow for increase which are a direct consequence of changes in:
(i) The level of taxes or fees applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes.
Such variations could include but are not limited to cost changes which are part of our contracts with suppliers.
Special note: Should a change or error occur in the price of a booked villa or other service, we reserve the right to withdraw it and a refund for the incorrect price paid would be issued - customers will then be able to rebook at the correct price - no further liability attaches to us, in any such instance.
23. Changes and cancellation by us
Because we begin planning the arrangements, we offer many months in advance, we must reserve the right to make changes to and correct errors in villa details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings.
Changes: If we make an insignificant change to your holiday, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Therefore, in the event that you decline an insignificant change, normal cancellation fees will apply. Examples of insignificant changes, include change of accommodation to another of the same or higher standard, or a change of car hire or transfer.
Most changes are insignificant but occasionally, we may have to make a "significant change". Examples of "significant changes" include the following when made before departure;
(a) a change of accommodation area by 15 miles or more, for the whole or a major part of your holiday - please note that in some instances, a change of accommodation may be further than this, but the replacement villa will give you an experience closer to the original villa booked because of similarities in resort amenities.
(b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away
(c) A significant change to your itinerary, e.g. only being able to provide one week instead of two.
(d) The closure of the only or all advertised swimming pool(s) at your accommodation for a significant part of your time away
Cancellation: We will do our best not to cancel your travel arrangements less than 12 weeks before your departure date except for reasons for force majeure, extraordinary or unforeseen circumstance, contractual or operational reasons, or failure by you to pay the final balance. We may have cancel your holiday before this date.
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 comparable or higher standard from us, if available, or
(c) if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.
(d) a refund of all monies paid.
You must notify us of your choice within 48 hours of our offer. If we do not hear from you within this stated time period, we will contact you again to request notification of your choice. If you fail to respond within 24 hours, we will assume that you have chosen to accept the change or alternative booking arrangements.
Unless you have pre-advised us in writing by email, prior to booking, of any medical or mobility considerations and have already completed a mobility form, we will not be able to take this factor into account, should it be necessary to source a change of accommodation, whether it be an insignificant or significant change.
24. Additional Travel Services
All of our bookings will be treated as “single component” or “non-package” bookings and will accordingly, not be afforded the benefit of the rights under the Package Travel and Linked Travel Arrangements Regulations 2018 - (termed "PTR's")
If your car or transfer service subsequently becomes unavailable or cancelled, this does not entitle you to cancellation and / or refund, of your villa accommodation.
25. Prompt Assistance
If, whilst you are on holiday, you find yourself in difficulty for any reason, please contact our local resort office who will endeavour to assist you.
26. Changes by us
It is unlikely that we will have to make any changes to your holiday, but we do plan the arrangements many months in advance. We therefore reserve the right to change the particulars and prices shown in these web pages and / or in our printed brochure, in which case we will tell you before confirming your booking. Occasionally changes may have to be made after a booking confirmation email has been issued, and we reserve the right to make changes at any time. If there is a significant change to your arrangements (i.e. a change of area or a change to a lower or higher standard of accommodation) we will inform you as soon as reasonably possible if there is time before departure and will offer you alternative accommodation. Pricing can be fluid - if this is cheaper, we will refund the difference but where it is more expensive you will have to pay the difference, or cancel your arrangements and receive a full refund, but no compensation will be offered. If, before departure, there is an insignificant change, we will do our best to inform you in advance although we are under no obligation to do so, nor are we obliged to pay compensation.
27. Our responsibility for your booking
(1) Subject to the remainder of this clause, we have a duty to either select the suppliers of the services making up your bookings with us, with reasonable skill and care ( where we use the service of third party suppliers to provide your booking ) or to provide the services youhave booked with reasonable skill and car ( where we are performing those services. ) We have no liability to you, except in cases where it is proved that we have breached that duty and damage to you has been caused.
We will not be responsible or pay you any compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description, if it results from:
(i) the act(s) and/or omission(s) of the person(s) affected; or
(ii) 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
(iii) 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
(iv) an event which either we, or our suppliers could not, even with all due care, have foreseen or forestalled
(v) any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you
(vi) any loss or damage that related to any business activity or loss of opportunity
(vii) you have made amendments to your services directly with suppliers and not via us.
(2) We limit the maximum amount we may have to pay you for any claims you may make against us. For all claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your arrangements.
(3) 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.
(4) Please note that we do not offer compensation resulting from activities of theft or accept any liabilities for such matters both in or around the villa or in the resort. In the event that you should lose any items of value whilst on holiday, through theft or otherwise, you must report the facts immediately to the local police and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim with your insurance company.
(5) If you are ill or injured whilst on holiday, you must as a condition of booking with us, in addition to reporting your illness to our local resort office team, 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.
(6) If you choose to issue court proceedings against us (subject to your compliance with our complaints procedure), then you must do so within two years of your return home. If we accept any liability or are adjudged to have for a claim that you make, you must assign to us any rights that you may have against any of our servants, agents or suppliers who are in any way responsible for the failure of your holiday or any death or personal injury you may suffer, you must also co-operate with us in any claim. Other than that set out above and as detailed elsewhere in these booking conditions we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your holiday.
We may on occasion, issue vouchers to facilitate booking amendments or changes. Full details, with the booking terms and conditions for each type, can be found in our FAQ section.
Flexible Booking Policy
1. Free amendments
One free fee amendment ( i.e. no administration fee ) can be made up to 12 weeks before your travel departure date – you may amend the following:
a. To action a change, you will need to pay the final balance on your booking via my.villaplus.com at the time that you wish to make the amendment ( and at least 12 weeks before the original arrival date. )
b. We will then cancel your original villa booking and issue you with a non-refundable voucher amendment code, for the full value of the balance you have paid, which can then be redeemed online when you book your new date, villa and/or destination.
c. The amendment code will be valid for use within 2 weeks of date of issue, after which it will expire.
d. You will need to agree to pay the difference in the villa price between your original villa/date or destination and the new villa date / details.
e. If the value of your amended villa is less than the price of your original villa booking value, we will not issue any refund or credit voucher for the remaining difference.
f. It is not possible to book Villa Plus Extras with your voucher code, as these have to be made in a separate transaction and your amendment code may only be used once.
N.B. Amendments within 12 weeks of arrival are subject to our usual booking conditions with amendment fees.
2. Free single name change
If any member of the party has to withdraw from the booking due to contracting Covid-19, or is asked to self-isolate by Track & Trace and you can prove it, but if you can’t find someone to replace them, we will issue a voucher amendment code for the per person amount for that named party member only, which will be valid for 12 months. This option can only be applied to one member of the bkg up to 48 hours before departure provided you email us * see notes below
3. Free multiple party name change
If one or more persons in your party gets COVID-19* and you can prove it, then a free name change can be made for the entire party should you be able to find replacements ( e.g. family, friends or colleagues ) by contacting our travel team. PLEASE NOTE: the value of the live booking must be paid by the new party direct to the lead named passenger of the original party, within 7 days of contacting us.
Should you wish to amend the lead name passenger, our team will contact you with instructions on how to proceed, as we will then require written confirmation from the new lead passenger that they agree and accept Villa Plus Booking terms and conditions and provide their full name, email address and valid contact phone numbers.
For multiple name changes, the lead customer will need to provide all the replacement names to us and we will send you an email with instructions. This party name change is available up to 48 hours before departure (see * note below)
4. Our communication with you:
We will send you a reminder 14 weeks before arrival ( just before the final balance on your holiday is due. )
* Please let us know within 48 hours of your being made aware, by emailing us at firstname.lastname@example.org with the email subject line of COVID Holiday Amendment and state your booking reference.
(i) Villa Plus reserve the right to amend these terms at any time for new bookings made on or after the date these terms are changed.
(ii) The above Flexible Booking terms apply to new holidays booked from 28th January 2022 to 31 Dec 2022
(III) The Flexible Booking Policy does not apply to bookings made using a voucher
(iv) If you paid for your booking in Euros and wish to amend your booking, please contact our Travel Team at email@example.com
Flexible Booking Policy - Customers with Direct Debit payments:
If you have set up a direct debit arrangement with Villa Plus, in the event that you wish to amend the booking under points 1,2 or 3 above, you will first need to cancel your direct debit on our online portal ‘ Manage my Booking ‘ ( myvillaplus.com ) and follow the steps described above. Once the revised arrangements have been made, you will be able to set up a new direct debit.
VP Resorts Booking Conditions
1. VP Resorts Accommodation
Villas, townhouses or apartments in resort complexes vary in size, design and style and will differ across destinations. We provide a selection of photos showing the interior and exterior of the accommodation featured, plus a range of photos of the complex and amenities / facilities available. Bedroom configuration will vary and we endeavour to provide an accurate description of these. All Accommodation and facilities will operate to the local safety standards in the applicable country, which may not be the same standard as found in the UK.
2. VP Resorts Amenities and services
Pre-arrival accommodation servicing will be carried out by the resort complex service teams (not by Villa Plus teams.) Occasionally, resorts can experience water or electricity surges, or shortages and supplies may be temporarily unavailable without notice for varying periods of time. We appreciate your understanding in any such occurrence, as these are out of our control. Electrical supply may trip if too many appliances are used at the same time. Electrical units may be fitted with eco-sensors which will deactivate if no movement is detected and air-conditioning units may operate on eco-friendly hours to run at set time periods only. In some destinations, you may not be able to flush toilet paper and ask that you respect any such instructions.
Occasionally, some amenities or facilities may not be available, or at certain times of the year and may be temporarily withdrawn, if maintenance or repair is required. Villa Plus has not control over these and accepts no liability should these not be available at any point during your stay.
In some Resorts, where accommodation is from our exclusive contract, we can obtain precise information for you if required, however this will not be possible if accommodation is on a nonexclusive basis. Additionally, any accommodation sourced on a non-exclusive availability basis, may differ from our website images and the accommodation supplied.
Resort complexes will offer a range of additional services and facilities, all of which will be subject to availability. All such services and facilities may have additional charges, which will be payable direct to the resort complex. The complex is responsible for the quality standards and provision of such services and equipment and the staff operating them, in accordance with EU safety standards compliance and will operate to the local safety standards in the applicable country, which may not be the same standard as found in the UK.
Although we make every effort to ensure the information provide by us is accurate, all information has been provided by the specific resorts and therefore Villa Plus cannot take responsibility for any change to resort services that have not been notified to us. All facilities listed and offered in the resort are provided by them and they maintain sole responsibility for the quality standard and provision of these facilities, timings and staff.
3. VP Resorts Accommodation Complex Swimming Pools
Villas in resort complexes will offer either a private or shared pool between 2 or more villas / properties ( please see individual villa description ) and will also feature communal pools, some of which may be seasonally heated - this will be specified in the resort’s website description and at the complex. Some complex splash pools may be solar powered and some swimming pools may be salt water. Resort complex pools may require swimmers to wear swim hats.
4. ADW ( Accidental Damage Waiver )
This will not be charged in accommodation within our VP Resorts programme, however you will be asked to produce a valid credit card at resort reception check-in, as cover for any damages or extras.
5. Accidents / Injuries / Illness in VP Resorts
Any accident, injury or illness, must be immediately reported to both the resort complex management team and to the local Villa Plus Representative at the time of your stay. Information regarding local medical or GP facilities will be available from resort reception staff. Please remember to take your Travel Insurance documents and EHIC card with you, as these may be required.
6. VP Resorts Booking Cancellations
Please refer to Sections 2 and 23 of our booking terms and conditions for applicable Cancellation policies. Some resorts may have specific cancellation terms and these will be shown when booking.
7. Complaints in VP Resorts complexes
Any complaints regarding your accommodation, must be brought to the attention of both the Resort complex staff and the local Villa Plus Representative during your stay. The resort staff and teams must be given opportunity to resolve issues brought to their attention and an allowance made for them, to provide a resolution or rectify the problem.
8. Dress Code & Conduct in VP Resorts complexes
Resort complexes will offer a range of bars and dining facilities, some of which will operate a dress code policy and we ask customers to check wth the individual property to ensure they are aware of these. Villa Plus accepts no liability if entry to these areas is declined, if customers fail to dress appropriately. Some resorts may require you to wear appropriate golf, tennis and gym clothing.
Unruly, threatening or disruptive behaviour by guests which causes concern to other guests or presents a potential safety or security risk may be asked to leave the property. In any such instance, no refund of the accommodation will be made by Villa Plus or the Resort complex and there will be no obligation to source alternative accommodation for your party.
9. General VP Resorts Complex Information
Resort reception teams will be able to provide full information on their list of facilities, services, availability and prices for these. Please consult them for specific queries or requests.
10. Local attractions / activities / excursions
All local attractions are run by independent operators and can be booked with them. Charges may be incurred.
Any additional services / activities / excursions are provided by the resort complex or by independent suppliers and do not form any part of your contract with Villa Plus.
11. Mobility / Special Assistance in VP Resorts accommodation
If any member of your booking party has medical or mobility considerations, you will need to contact the selected resort property direct with specific enquiries to ensure they will be suitable for your party’s requirements, as Villa Plus will not be liable should customers fail to declare any pre-existing medical conditions or requirements. Resort complexes will vary as to what accessibility / mobility / medical facilities are offered and these cannot be pre-booked or guaranteed through Villa Plus.
Pets are not permitted in VP Resorts accommodation.
13. Tourist tax / city tax / eco-tax
Some destinations are already charging a city / tourist tax, or have plans to do so in 2020 and beyond. Where we are aware of specific local charges, we will display these against each property and these charges will be payable at check-in. Taxes are typically charged at a daily rate of €2 or less per person, but may vary seasonally and different rates / discounts will apply for adults and children. There may be a small additional charge for VAT.
Our standard Booking Conditions additionally apply to all VP Resorts bookings.