Page 119 - Hola Sun Brochure 2018-2019

• tropical storms or hurricanes, tornado, inclement weather or any other adverse weather conditions;
• fire, environmental pollution or contamination, earthquake, explosion, flood, lighting, water or power shortages or failures; • riots or civil commotions or disturbances and any other acts of similar nature, sabotage, arrests, strikes or other labour disruptions, restraints of rulers or peoples, acts of terrorism, war, revolution, insurrection, embargo, nuclear disaster or any other unlawful act against public order or authority;
• epidemic, pandemic, quarantine, public health emergency quarantine restrictions, government health advisories
or warnings or alerts of any kind or nature, government seizures, refusal or cancellation or suspension or delay of any government authority or any license, permit or authorization, damages to its facilities, or the travel supplier and its facilities; • any other unforeseen circumstances in Canada and in Cuba or any other factor unforeseen by Hola Sun Holidays that impacts negatively on or hampers its ability to fulfill any of its contractual conditions;
• Any accident to or malfunction of an aircraft, ship or any equipment used in connection therewith, loss of or hijacking of an aircraft or a ship, or any shortage of or inability to provide labor, fuel or facilities;
• Any default from a supplier upon whom Hola Sun Holidays relies for the performance of the whole or any part of the Services described and provided herein; or
• Any other causes beyond the reasonable control of Hola
Sun Holidays, whether actual, threatened or reported, which may interfere with Hola Sun Holidays’ operations or that of
its suppliers.
In the event that any of these conditions apply, Hola Sun Holidays shall be excused, discharged or released from its performance to the extent such performance is so limited or prevented, without liability of any kind.
In the event that clients are repatriated to Canada or evacuated from a destination due to a Force Majeure on their vacation, the following will apply:
• Clients will be eligible for a credit voucher representing the cost of unused days on the accommodation portion of the package. Costs related to roundtrip flights and ground transfer portions included in the package will not be refundable;
• Any additional expenses incurred as a result of a Force Majeure shall be borne by the client;
• Clients travelling “Air Only” will not be eligible for a refund for their accommodation or ground transportation costs;
• In all cases, credit vouchers will be valid for a period of one year following the departure date initially booked, and will neither be transferable nor refundable.
HURRICANE POLICY The policy is in effect to ensure the peace of mind of our passengers when a hurricane may threaten
their vacation arrangements. The hurricane protection policy is applicable for all departures from June 1 to November 30 for ITC packages and air only booked through Hola Sun Holidays.
If a category 1 or greater hurricane warning has been forecast by the relevant local government to affect your holiday destination, within a week of the scheduled departure date, then you may choose from one of the following options:
1. Change of Departure Date: Clients may change to a different departure date at the same destination. Travel must be completed before Dec 15. Clients will have to pay the difference in rate if the cost is higher. (If the rate is lower than originally booked, no refund will be given).
2.Change of Destination: Clients may change to another destination within CUBA offered by Hola Sun Holidays, with travel completed within 4 weeks of the original travel date. Clients will have to pay the difference in rate if the cost is higher. (If the rate is lower than originally booked, no refund will be given).
3. Cancel with a full refund: If the scheduled departure is delayed by more than 24 hours or the flight is cancelled by Hola Sun Holidays, then the clients will receive a full refund, net of insurance.
4. Resume travel as originally planned: Clients may choose to travel as originally booked, if Hola Sun Holidays is operating to the destination.
UNUSED TRANSFERS, ACCOMMODATION, CAR RENTAL, TOUR SERVICES & ACTIVITIES HOLA SUN is not responsible for any unused portions of the trip or tour service and will not refund any monies. Failure to redeem the tour components as per the pre-arranged times may result in the loss of that tour component and no monies will be refunded. We cannot be held responsible for activities, tours or anything else which is not
Hola Sun – The Cuba Specialist
provided or operated by employees of HOLA SUN. Activities listed under each destination are provided for information purposes only and are not suggestions.
LOCAL TRANSFERS If you have booked a package (air & hotel) round-trip transfers are included. A HOLA SUN representative with a HOLA SUN sign will be waiting for you to take you to your hotel. Transfer of bicycles, sporting equipment & wheelchairs may not be accepted due to limitations on space availability and passengers may be required to make alternate arrangements at their own cost. On your return, please be ready to depart your hotel at the designated time indicated in the Hola Sun binder or as advised by the HOLA SUN representative. There will be no refunds for any unused transfer services or compensation as a result of any additional costs incurred resulting from alternate transportation arrangements.
LOCAL EXCURSION/TOURS purchased through the HOLA
SUN representative are subject to local cancellation policies, conditions and limitations imposed by the excursion
operator. No monies will be refunded by HOLA SUN for any reason including cancellation, missed excursion or customer dissatisfaction. The passenger agrees that all optional excursion/tours and activities are at the passengers own
risk, HOLA SUN assumes no responsibility for injury or illness. Tours are sold by Hola Sun representatives as a matter of convenience to our clients; all tours are owned and operated by independent suppliers.
CHANGES MADE BY SUPPLIERS In the event that a hotel refuses to honour the passenger’s reservation as reserved, including but not limited to reasons such as unexpected maintenance problems or overbooking, a substitute hotel
of equal or greater category will be provided without compensation. Should the category be downgraded, a
refund for any difference in price will be issued. HOLA SUN
is not responsible for any inconvenience, damages, losses
or loss of enjoyment resulting from this change. In the event that an alternate hotel cannot be offered, HOLA SUN’s only responsibility will be to refund the monies paid. SPECIAL REQUESTS We will endeavour to convey your special requests (bedding, special meals, etc.). Requests will not be confirmed prior to departure and are strictly at the discretion of the hotel or airline. HOLA SUN is not responsible if these requests are not honoured and surcharges for any special requests will be paid locally and are non-refundable by HOLA SUN.
HOTEL CHECK IN AND OUT Regardless of arrival or departure time, most hotels expect departing guests to vacate rooms
by 12 noon and arriving guests to checkin after 3 pm to allow for cleaning and maid service. In all-inclusive hotels, property privileges commence at check-in and discontinue upon check- out. Although hotels do their best to minimize inconvenience, passengers may be without a room for a period of time. Should the flight depart prior to the hotel’s official check-out time,
no compensation will be paid for unused food, beverages, or services.
SPECIALS All applicable promotions must be reserved or requested at time of booking. For promotions such as but not limited to Honeymoon Specials, Senior discounts (not applicable with Book Early & Save bonuses), proof of eligibility is required upon check-in.
SPECIAL NEEDS PASSENGERS A special needs passenger must provide a doctor’s certificate authorizing travel. HOLA SUN is not responsible for the provision of any special requirements for passengers who are either physically or mentally disabled. Many hotels are not equipped to handle disabled passengers; as a result travel to these properties will be at the passenger’s own risk. Handicapped rooms, hotel facilities and airports
may not be fully accessible or of the same standards as in North America. Check with your travel agent before booking your hotel.
PASSENGER’S RESPONSIBILITIES The passenger agrees to adhere to the rules and laws of the country he/she is visiting. Should the passenger conduct him/herself in a manner threatening to the supplier and/or other passenger(s), the supplier has the right to refuse service or expel him/her from the hotel, tour, activity and or mode of transportation. In this event, the passenger is responsible for all costs. No refund will be issued for any unused portions.
ONTARIO TRAVEL ADVISORY Standards of living vary greatly from country to country. Be advised that living conditions may be different in respect to provision of uninterrupted supply of water and electricity, local health conditions, levels of security and standard of food and beverages outside of Ontario. In tropical climates, insects enjoy deluxe hotels as much as they
do budget properties. HOLA SUN is not responsible for injury, illness, death or inconvenience. HOLA SUN does not accept responsibility for the behaviour of other guests/groups. HOLA SUN does not accept responsibility for the withdrawal of services or facilities due to local cultural, political events or holidays. Traditionally, summer and fall are the rainy seasons in the Caribbean and tropical showers are to be expected.
TOUR OPERATOR RESPONSIBILITIES HOLA SUN makes arrangements with independent companies and is not responsible for any acts or omissions on their behalf. The travel services provided are subject to the Ontario Travel Industry Acts and Regulations. HOLA SUN is not responsible for illness, death, injury whether physical or mental and/or loss or damage to property howsoever caused including but not limited to delays, substitution or deficiency of quality of equipment or service, or any act, omission, negligence of any party supplying any of the services or accommodation. HOLA SUN reserves
the right to refuse any booking or passenger at any time. No employee, agent, or representative of Hola Sun or a travel agent is authorized to change or override the Terms and Conditions of this contract.
REP SERVICE AND SUPPLIER PROBLEM HANDLING Any queries or concerns, must be raised with the HOLA SUN Destination Representative and supplier. Supplier complaints must be
in writing and given to the supplier while in destination. The supplier must be given the opportunity to rectify any problems. They must not be left until the passenger returns home. Failure to inform the supplier in writing of your concerns will preclude your right to pursue a claim against HOLA SUN. complaint letter as given to the supplier.
LIMITATION OF HOLA SUN’S LIABILITY HOLA SUN’S liability for any loss, damage or injury, whether to property, physical or mental, arising from its own acts, omissions or negligence, is limited to the amount you paid to HOLA SUN for the services with respect to which you are claiming.
CONFIDENTIALITY HOLA SUN protects the confidentiality of the personal information of its customers in accordance with applicable laws.
ACKNOWLEDGEMENT The passenger(s) hereby acknowledge(s) having read the Terms and Conditions of this Contract.
CLAIMS The passenger agrees that any claim against HOLA SUN shall be made by the passenger in writing, forwarded
to their travel agent and received by HOLA SUN no later than 30 days after the event causing the claim. Any claim received more than 30 days after return date will not be accepted or responded to. All correspondence will be between Hola Sun Holidays and the booking agent. Claims must be in writing and sent by registered mail to HOLA SUN at the address listed below, prior to the commencement of any legal proceeding. Under no circumstance shall the claim from the tour operator be in excess of the cost of the vacation paid by you. In cases of disputes filed in Small Claims, the parties agree that the Small Claims Court of Richmond Hill has jurisdiction.
ONLINE BOOKINGS Please refer to specific terms and conditions for online bookings at www.holasunholidays.ca
This brochure is valid from November 1, 2018 to October 31, 2019.
HOLA SUN HOLIDAYS LIMITED
146 West Beaver Creek Road, Unit 8 Richmond Hill, ON, L4B 1C2 Ontario Registration # 04062527 Printed in Canada
DESIGN & PRINTING:
RadonicRodgers Strategy+ 1-800-585-3029
TERMS AND CONDITIONS 119