1. Intro

Ventoura is a trading name of Ventoura Ltd, with registered office at 30 Park Street, Kidderminster, DY11 6TN (“ we”, “ us” or “ our”). References to “ you” and “ your” in these terms means you, the customer and any other person in your party.

Our role in your booking

We act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf including but not limited to hotels, and activities (“Travel Service”). When making your booking, our service is only to arrange for you to enter into a contract with the individual provider of the Travel Service in question (the "Service Provider"), and to agree payment terms between you and that Service Provider. We act as the agent of the Service Provider, except where we state to the contrary in these Terms and Conditions. The Service Provider will either be the principal supplier of the Travel Service, and therefore the party supplying the Travel Service to you, or the agent of the principal. When the Service Provider is acting as an agent, its role will be to enter you into a contract with the principal supplier of the Travel Service. The terms and conditions of the Service Provider will also apply to your booking.

Your booking through us (either online or via telephone) is subject to these Terms and Conditions and the specific booking conditions of the relevant Service Provider you have chosen to contract with - a list of these booking conditions can be found at the end of this document. You must read both carefully and accept them in full prior to booking. The Service Provider’s terms and conditions (as well as any applicable International Conventions) may limit and/or exclude their liability to you. Copies of applicable conditions will be available to you prior to booking via our website and on your request to us.

Package holidays

Some of the arrangements which we help you organise amount to "Packages", as this term is defined in the Package Travel and Linked Travel Arrangements Regulations 2018 (the "Package Travel Regulations"). In general, a Package will exist if you are resident within the EEA and you book a combination of at least two of the following Travel Services in a single booking with us, where the arrangement covers a period of more than 24 hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) hire of motor vehicles; or (d) other tourist services.

If you buy a combination which includes 'other tourist services' and only one of (a), (b) or (c) above, then this will only be a Package if the 'other tourist services':

  • are not intrinsic to (a), (b) or (c) above;
  • are not purchased after the start of performance of (a), (b) or (c) above; and
  • either account for a significant proportion of the value of the Package (at least 25% of the value of the Package), or otherwise represent an essential feature of the Package.

When you book a Package, we will still be acting as an agent or sub-agent in the way described above and you will still be entering into separate contracts with the Service Provider(s) or principal supplier(s) of each individual Travel Service. However, because we help you organise the Package, the Package Travel Regulations require us to assist you in certain situations, which we will do as described in these Terms and Conditions.

2. Bookings and Payment

By making a booking with us, you agree that:

  1. all passenger details on the booking are full and accurate (please ensure that names are exactly as stated in the relevant passport);
  2. you have read all the terms and conditions set out on this webpage and agree (on behalf of yourself and all other persons named on the booking) to be bound by them and any applicable Service Provider's booking conditions;
  3. you have read our Privacy Policy and confirm that you will provide our Privacy Policy to each named person on the booking; and
  4. When making a booking, you are over 18 years of age, and when placing an order for services with age restrictions, you declare that you and members of your party are of the appropriate age of purchase for those services.

Confirmation of your chosen Travel Service(s) will be conditional on you making such initial payment as is agreed by us on behalf of the Service Provider, or payment in full, including applicable fees and charges. Your booking is confirmed and a contract between you, us and the Service Provider will only exist when we send you confirmation by e-mail on their behalf, which contains a valid Service Provider reference number (“Booking Confirmation”). Please check your Booking Confirmation carefully and report any incorrect or incomplete information to us immediately where we will try to assist you.

In any instance, where multiple bookings are made, they shall not constitute a “group” booking. Unless bookings are all made under the same booking reference, they will be treated independently (i.e. as separate individual bookings).

We accept payment by debit/credit card (Visa, MasterCard, Maestro and American Express). We do not charge you a fee for using your card, however your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.

Please note that booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation with a valid booking reference number for each Travel Service. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. In the unlikely event this occurs, our team will attempt to rebook the affected Travel Service at the same price. If this is not possible, for example because the payment is blocked or there has been a change in the price or availability of the booking, we will contact you via telephone or e-mail to discuss next steps. Unfortunately, there are times when the cost will have increased during this period of time. Any cost increases will need to be paid by you, as per your contract with each Service Provider.

3. Pricing and Errors

We endeavour to ensure that all pricing and other information on the website is accurate. However, it is always possible that despite our efforts there may be times when obvious errors occur such as the price or some other detail displayed being incorrect. We and each Service Provider reserve the right to amend advertised prices at any time prior to confirmation. We will normally check prices before confirming your booking so that, where the booking's correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the booking's correct price at your booking date is higher than the price stated to you, we will contact you by telephone or e-mail for your instructions before we confirm your booking.

If we confirm and process your booking where a pricing or other error is obvious and could reasonably have been recognised by you as a mistake, we may terminate the contract and refund you any sums you have paid us.

4. Online Content

We take all practical steps possible to ensure that the details displayed on the website are accurate and up-to-date, but we do rely upon the information given to us by the Service Provider(s) and are intended to present a general idea of the services and facilities being offered. Sometimes – and particularly at the beginning and end of the season – certain facilities may be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests or low occupancy. Some advertised activities or facilities, for example water-sports, may not be available all year round. There may be local charges for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, spa access, tennis courts, pool tables and air-conditioning. Unless specifically confirmed in your room type or board basis, you must assume some, if not all facilities will be payable locally. If your Service Providers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will endeavour to pass this information to you.

Transfer times quoted by the Service Provider for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen destination may be longer. It is your responsibility to notify the transfer Service Provider of any delays in other travel arrangements, such as flights, and the transfer provider reserves the right to alter or cancel the service as per their terms and conditions in these circumstances.

If you have booked a shuttle transfer, please note that these run to a set timetable and set route that may not always be immediately at your accommodation. If you are not present to board your shuttle at the scheduled place/time (due to a flight delay, schedule change or passport checks for example), the shuttle will not be able to wait for you. Your Service Provider may arrange for you to be transported on the next available shuttle (at their sole discretion). Where this is not possible or the last shuttle has already departed, you must make your own transfer arrangements at your own cost. You will not be entitled to a refund if you miss your scheduled shuttle transfer for whatever reason.

5. Data Protection

We will ensure appropriate security measures are in place to protect your personal information. The information you provide us will only be passed onto the Service Providers of your travel arrangements or other organisations necessary for the provision and performance of your Travel Services. Certain information may also be passed on to security or credit checking companies to detect and prevent fraud.

By making a booking with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process and fulfil your bookings (when it may be transferred abroad and /or to the Service Provider), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us or our representatives to contact you by letter, telephone or e-mail. You may unsubscribe from further contact at any time by clicking on the relevant link in any emails we send you.

6. Our responsibility for your booking

Non-Package Bookings

Your contract for the Travel Service is with the Service Provider who will be the principal or the agent of the principal and their booking conditions apply, subject to such payment terms we have negotiated. As agents & affiliates, we accept no responsibility for the actual provision of the Travel Service. Our responsibilities are limited to the booking service we provide to you. We accept no responsibility for any information about the Travel Service that we pass on to you in good faith if any errors in that information are beyond our reasonable control (e.g. because they are solely due to the fault of the Service Provider).

We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We only supply our services for domestic, non-commercial and private use. We do not therefore accept liability for any business losses (e.g. loss of profit, loss of business, business interruption or loss of business opportunity).

We also accept no responsibility for the behaviour or actions of third-parties related to your accommodation, transfer or flight, or for any facilities/services withdrawn as a result of their actions.

In the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your affected Travel Services (or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees, agents or subcontractors whilst acting in the course of their employment or engagement, liability for fraud or fraudulent misrepresentation or any other liability that cannot be excluded or limited by law.

Package Bookings

We have a liability to you for the performance of the Travel Services included in your Package booking under the Package Travel Regulations, irrespective of the fact that such Travel Services are to be performed by the Service Providers or the principal suppliers.

However, you must tell us immediately of any failure to perform or improper performance of your Travel Service (“ Failure”). This will give us the opportunity to resolve the Failure whilst you are on your holiday. If we refuse to do so, or if it is necessary to remedy the Failure immediately, then you may resolve the Failure yourself and request reimbursement of reasonable expenses from us. However, these rights will not arise if remedying the Failure is impossible or entails disproportionate costs. In that case, your only right will be to seek a price reduction or compensation in accordance with paragraph 7.

If a significant proportion of the Travel Services included in your Package cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the Package. The alternative arrangements shall, where possible, be of equivalent or higher quality than those specified in your booking. Where they are of lower quality you will be entitled to a price reduction as described in paragraph 7 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or if the price reduction is inadequate. If you do reject the alternative arrangements, or if we are not able to offer them, then you may, where appropriate, be entitled to a price reduction and/or compensation in accordance with paragraph 7.

If a Failure substantially affects the performance of the Package, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Package or terminate your booking without paying a termination fee. If you decide to terminate, then if your Package included carriage to the destination, we will also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. You may, where appropriate, be entitled to a price reduction and/or compensation in accordance with paragraph 13.

If we are unable to ensure your return to your place of departure as agreed in your Package because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per passenger. This limitation shall not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the Package.

If a longer period of accommodation than that referred to above is provided for in Union passenger rights legislation (as described in the Package Travel Regulations) concerning your mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in such legislation will apply instead.

Finally, we shall provide you with appropriate assistance without undue delay if you are in difficulty whilst on holiday, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.

7. Package Bookings: Price Reduction and Compensation for Damages

You will be entitled to an appropriate price reduction for any period during which there is a Failure (as described in paragraph 12 above), unless the Failure is attributable to you.

You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Failure except where the Failure is:

  • attributable to you;
  • attributable to a third party unconnected with the provision of the Travel Services included in the Package and is unforeseeable or unavoidable; or
  • due to Unavoidable and Extraordinary Circumstances.

We shall not be liable to pay compensation to you in connection with your Package where there are international conventions which limit the extent or the conditions under which compensation would have to be paid by one of the Service Providers. These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions and any other international conventions which govern the travel arrangements which make up the Package. Please ask us for copies of these international conventions if you would like to see them.

Our liability will also be limited in accordance with the contractual terms of the Service Providers which provide the transportation element of your Package Holiday and in an identical manner as if such limitations applied directly to us.

Our liability to you in connection with your Package shall be limited to a maximum of three times the cost of your Package, except in cases involving death, injury or illness where we or the Service Providers have caused such damage intentionally or with negligence.

If you are granted compensation or a price reduction by another party in relation to the same Failure which you claim compensation or a price reduction from us, then we may deduct the compensation or price reduction you receive from the other party from that which is payable by us.

Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your Package, except in cases involving death, injury or illness where we have caused such damage with negligence.

8. Unavoidable and Extraordinary Circumstances

In these Terms and Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.

This may cover for example warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination as agreed in the booking.

Except as set out in these Terms and Conditions, we and the Service Providers shall have no responsibility or liability to you for any failure to perform, or a delay in performing, any obligations owed to you which are caused by Unavoidable and Extraordinary Circumstances.

9. Complaints

If you are in difficulty or wish to make a complaint whilst on holiday, this must be reported to us and the Service Provider or their local representative without undue delay. You must, as a strict condition of your booking, obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Provider or their representative whilst on holiday, you should contact our In-Resort Assistance team on +447470478127 (Monday to Sunday 9am to 5pm GMT. Outside of these hours, we provide an on-call “emergency” service only). You may also email us at support@ventoura.co.uk.

If you fail to follow this reasonable procedure there will be less opportunity for us or the Service Provider to investigate and rectify your complaint. Any compensation you may be entitled to could be reduced or extinguished as a consequence.

Please note that we do not currently have our own representatives and nor have we authorised anyone else to be our representatives in resort. Therefore, it is imperative that if you cannot speak to the Service Provider or their representative at the time, you contact the In-Resort Assistance team above.

Please send your complaint within 28 days of your return as the sooner we receive it the easier it is for us and the Service Provider to investigate it accordingly. Please allow us the industry-standard 28 days to investigate your complaint with the Service Provider and reply to you.

Complaints received outside of 28 days of your return may mean we and/or your Service Providers are unable to offer a detailed response, nor offer any compensation or may lead to the rejection of your complaint entirely.

We will manage the complaint process on your behalf aiming to provide you a full response within 28 days. If the matter can not be resolved informally, the provisions of paragraph 16 below will apply.

10. Alternative Dispute Resolution

If we are not able to resolve a dispute informally, we will discuss with you the most effective way of resolving the dispute using mediation or arbitration based on the nature of the dispute.

You can also 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.

11. Taxes/Local Charges and Resort Fees.

Certain countries/cities/airports/hotels impose additional taxes and charges such as departure, tourist or city tax, facility fee or compulsory resort fees. These additional fees are payable directly to your accommodation or local authorities and are for maintenance of local facilities and services. These taxes cannot always be collected by us or your Service Providers in advance. You are wholly responsible for paying these taxes and charges locally prior to check out and they are subject to change by pronouncement of overseas governments. Airport departure taxes (under various names) are included in most air ticket prices by airlines, however certain countries will charge an additional local tax when you leave the country. Unless otherwise stated, they are not included in your booking. If in doubt, please enquire with us prior to booking. We have no liability to you for these taxes or charges and they are not included in your booking.

12. Accommodation Ratings and Standards.

Star ratings are used to symbolise the overall quality and level of standards of each accommodation type and are typically based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. However, there is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have official rating systems. Therefore the rating displayed is only an opinion and should only be used as a guide. If your Service Provider provides an “official” tourist board rating, we will endeavour to include that within the accommodation description. We cannot guarantee the accuracy of any ratings given. All ratings are as provided via the relevant Service Provider and are not our personal ratings.

13. Room Allocation

After registration/check-in at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with the Service Provider. Please note that the fact that rooms appear listed together on the same booking itinerary does not guarantee that they will be adjacent to one another or otherwise in close proximity.

Passengers with Reduced Mobility: The majority of the Travel Services offered are suitable for all persons, however it is your responsibility to advise us, prior to booking, of any conditions/disabilities that may affect your holiday. Where possible, we will inquire with the Service Provider about the suitability of the Travel Service for you, however we can give no guarantees. It is recommended that you make your own independent enquiries to ensure the Travel Service of your choice is suitable for your particular requirements before making your booking.

14. Building Work

From time to time, maintenance, renovation or refurbishment and its associated noise are unavoidable at a hotel/accommodation. If we are notified of such works, we will inform you before you make your booking or within a reasonable time of us being notified.

Please note that municipal works (for example road works) and other third-party building work in the vicinity of your accommodation is not the responsibility of the accommodation or Service Provider.

Law and Jurisdiction

These Terms and Conditions are governed by English law and the courts of England and Wales have exclusive jurisdiction over any dispute or matter arising out of these Terms and Conditions (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable.)