Holiday Extras Limited, Booking Conditions for Theatre and Hotel Packages
We want to offer you the best products and the best service. We aim to consistently exceed your expectations, so that when you are booking with us, you can feel confident you're with the best team there is. This section aims to bring important points to your attention.
These booking conditions form the basis of your contract with Holiday Extras Limited. The web site address www.show-and-stay.co.uk is used by Holiday Extras Limited for the promotion of hotels with Theatre tickets.
Once your Theatre and hotel package has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an organiser under the Package Travel, Package Holidays and Package Tours Regulations 1992.
1. Making your booking: The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.
All bookings must be made on line via the website (www.show-and-stay.co.uk) or via our Call Centre. At the end of the booking process, you are asked to confirm that you have read and agree with our Booking Conditions. Your booking will be confirmed by a booking reference, we will reconfirm this to you and provide you confirmation by email. Please print and keep this confirmation email as it must be exchanged for Theatre Tickets at your chosen Theatre Box Office.
Please check your Booking Confirmation carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation appears to be incorrect or incomplete as it may not be possible to make changes later.
2. Payment: Full payment is required at the time of booking. 2% credit card surcharge. min. charge £1.50, max. charge £4 (non-refundable)
3. Your contract: A binding contract between us comes into existence when the final page of the booking confirmation procedure gives you a booking reference and/or our Call Centre give you a confirmation reference over the telephone. This contract and all matters arising out of it are governed by English law.
4. The cost of your Theatre break: Holiday Extras is committed to providing the highest standards and the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up. The price of your chosen package will be confirmed at the time of booking. The advertised 40% saving when including rail travel refers to the rail portion of your theatre break only.
We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.
A total price of your chosen break will be given before you confirm your booking which you may accept or not.
All prices are for pre-booking and include VAT at the current rate of 17.5%.
Payment is always taken in Great British Pounds. Guide prices in US Dollars and Euros are only provided for the convenience of overseas customers. These are based on recent rates of exchange but the final price paid may differ depending on the exact exchange rate at the time of purchase.
5. Changes by you: Should you wish to make any changes to your confirmed break, you must notify us as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests.
6. Cancellation by you:Should you or any member of your party need to cancel/amend your booking once it has been confirmed, the party leader must immediately advise us. All cancellations/amendments must be made through Holiday Extras.
No refund is made for cancellation/amendment of bookings at any time after 8pm on the day of booking your Theatre Break.
We cannot be held liable for the cancellation of a show or the non- appearance of any particular cast member in a theatrical performance. If a show is cancelled, only the proportion of the holiday cost relating to the ticket charge will be refunded.
7. Changes and cancellation by us: Occasionally, we have to make changes to and correct errors on web sites / brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings and we must reserve the right to do so.
Occasionally, we have to make a significant change. Significant changes include the following changes when made before departure:
- A change of accommodation to that of a lower official classification or standard
- A change of accommodation area
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
(a) accepting the changed arrangements or
(b) purchasing an alternative Theatre break from us, of a similar standard to that originally booked if available. If the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will not ask you to pay any more
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor one.
If we have to make a significant change or cancel, we will pay you compensation (up to a maximum of £20 per person) where appropriate, subject to the following exceptions:
Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care.
No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time)
In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
8. Force Majeure: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 9 (1) below) as a result of "force majeure".
In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
9. Our Liability to you (1) We promise to make sure that all parts of the break we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care. We will accept responsibility if any death, personal injury, failure or deficiency of your arrangements is caused by any fault of ours, or our agents or suppliers. When we talk about fault above, this means failure by ourselves or our agents or suppliers (as applicable) to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the fault of the person(s) affected or any member(s) of their party or
- the fault of a third party not connected with the provision of your break which we could not have predicted or avoided or
- an event or circumstance which we or the supplier of the service(s) in question could not have predicted or avoided even after taking all reasonable care (see clause 8)
- the fault of anyone who is not carrying out work for us (generally or in particular) at the time.
In addition, we will not be responsible where you do not enjoy your break or suffer any problems because of a reason you did not tell us about when you booked your break or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or, if you have booked a package from us and we were responsible for them, our suppliers or agents or where any losses, expenses, costs or other sum you have suffered relate to any business.
We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them.
(3) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred if not the UK - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
Where any claim or part of a claim concerns or is based on any travel arrangements (including the process of getting on and off the transport concerned) provided by any rail carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention which applies to the travel arrangements or hotel stay in question. Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(4) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 10 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
10. Complaints and problems: In the unlikely event that you have any reason to complain or experience any problems with your break whilst away, you must immediately inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible. If you are still dissatisfied, you must notify us at the earliest opportunity. Until we know about a problem or complaint, we cannot begin to resolve it. If you remain dissatisfied, however, you must write to our Customer Relations Manager within 28 days of the end of the break you have purchased from us giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
11. Your Responsibilities: Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfil the physical demands of a theatre break.
12. Conditions of suppliers: Many of the services which make up your break are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 9 (3)). Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.
13. Special requests and medical problems: If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
14. Allergies and special dietary requirements: If you have chosen a pre-theatre meal as part of your package, it is your responsibility to let the restaurant know of any food allergies or other dietary requirements.
15. If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
16. Financial security: For all Theatre and hotel packages we operate a trust account. This arrangement means your money will be refunded in the unlikely event of our being unable to provide your break due to our insolvency.
17. Call Monitoring and Recording: As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.
18. Directions/Ticket Collection: Please make sure you have the address to both your hotel and your chosen Theatre. Please ensure you leave plenty of time to collect your Theatre Tickets, we strongly recommend you arrive at the Theatre AT LEAST 30 MINUTES BEFORE THE PERFORMANCE even if you have previously collected your tickets. Tickets can be collected from your Theatre Box Office up to 1 hour before the show start time. Late arrivals may not be permitted access to the Theatre, we cannot accept any liability for you missing your show. Please ensure you have a print out of your confirmation voucher to exchange for your Theatre Tickets.
19. Cast members: We are unable to guarantee the appearance of individual cast members in any given performance. As soon as we receive notice that a cast member will not perform on specific dates we will publish these on our website.
20. Overnight parking: Please contact the hotel directly to be advised of the most suitable parking arrangements for your stay and the associated parking charges. Parking is not included in the cost of your Theatre Break. Please remember you may need to pay the London Congestion charge if you drive into Central London.
21. Holiday Extras star ratings: All hotel star ratings in Holiday Extras literature are Holiday Extras own ratings and are based on the following:
- Any official rating awarded to the hotel, for example: AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Holiday Extras stars.
- If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.
In both of the above cases, when giving our rating we also consider:
- Feedback we have received from our customers.
- Feedback from our own regular visits to the hotels, both on business & as customers.
22. Standard rooms: All offer a private bathroom, a colour TV with satellite and radio channels, telephone, tea/coffee making facilities, hairdryer and ironing facilities (N.B. irons and hairdryers, may only be available on request.)
23. Breakfast: Breakfast included at most hotels, please check when booking.
24. Leisure facilities: May be charged for and admission restricted for children.
25. Alarm calls: As hotels do not take responsibility for alarm calls we suggest you take a travel alarm.
26.Theatre Breaks by Rail: - Rail travel to London is only available as a destination when issued as part of a hotel stay and theatre package
- You are permitted to travel at any time of the day except on GNER routes. For GNER routes, tickets are not valid for travel on Monday - Friday services timed to arrive in London before 11am, or on services timed to depart from Kings Cross between 15. 27 and 18.32 inclusive. Standard Class tickets are not valid for travel from Kings Cross or Edinburgh on any services timed to depart 13.57 or later on Sundays.
- Infants and children under the age of 5 travel free of charge. Children aged 5-15 years and who are sharing a room with an adult fare paying passenger(s), may travel free of charge up to a maximum of two children.
- There must be a minimum of 2 full-fare paying passengers per booking, traveling on a return journey (no one way fares available). All passengers must travel together. Single rooms with travel are not available unless booked with a twin/double
- Tickets are valid for 2 months
- A charge may be made to replace lost tickets
- Customers may be asked to show documentation relating to their theatre break package to Train Operating Company Staff.
- Low Season excludes some holiday dates. If the outward or inward journey falls on a high season date, the high season price applies
- All tickets are subject to the standard conditions of the carrier.
- Underground travel is not included with Rail tickets
Amendments to Bookings If your travel details change and it affects any of the details on your tickets, please call our Call Centre Administration Department on 0800 0832 841 who will be pleased to advise you.
If you need to cancel the rail portion of your Theatre Break with Rail package please call our Call Centre Administration Department on 0800 0832 841, a full refund of the Rail ticket value will be refunded on receipt of their return, as long as part of the ticket has not been used.
For up to Date Information on Timetables and Journeys Please call: National Rail Enquiries 08457 484950 or visit www.railtrack.com
27. Tutankhamun Exhibition and Tutankhamun Exhibition with River Roamer packages:
Price guarantee: If you find the same package for less within 7 days of booking, tell us and we will match the price.
Admission into exhibition is booked for 11am on each day, Monday - Sunday. Admission can be refused by venue if customers arrive after 11a.m and next time slot is fully booked.If you need to cancel your package please contact Holiday Extras as soon as possible. A charge of £15 per room per night is made for cancellation/amendment of bookings up to 48 hours before date of stay after 8pm on the day of booking your break. Full charges will be made for cancellations/amendments 48 hours before date of stay.
Prices are inclusive of VAT, a credit card booking fee of 2% applies to all bookings.
28. FREE Tickets Offer Terms and Conditions:
Offer is valid for Monday-Friday evening performances of selected shows until 31st July 2008, excluding 20th June and 14th - 16th July). Free tickets are available with selected 4* and 5* hotels on selected dates and applies to the following shows: We Will Rock You, The Sound of Music, Grease, Never Forget, Chicago, Spamalot, Blood Brothers and The Woman in Black.
Free ticket offer is based on hotels advance pre-book rate, correct as of 10th June 2008. Prices are per person, based on 2 adults sharing a twin or double room at one of the selected hotels. Lead price of £70.50pp is based on 2 adults staying at the Millenium Baileys hotel between the 17th-31st July with free tickets to one of the specified shows. Saving of up to £110 based on the face value of two top priced tickets.
Offer is subject to availability and can be withdrawn at any time.
All tickets booked are top price seats in the Stalls or Dress Circle of the relevant Theatre.
Once booked tickets and hotel rooms are non-refundable and 100% cancellation charges apply.
Prices are inclusive of VAT, a credit card booking fee of 2% applies to all bookings.
Holiday Extras Limited, Newingreen, Hythe, Kent CT21 4JF
Contact us regarding Theatre and Hotel Packages on
Email: admin@show-and-stay.co.uk
Telephone: 0800 0832 841 quoting WW059
(or from outside the UK on +44 1303 816125) Enter our Feedback Competition and you'll be entered into a prize draw to win a London theatre break worth £250. If you leave us feedback on our products and service you will be automatically entered into the draw. The draw will take place at the end of September 2008 and winners will be notified within two weeks.
