Terms and Conditions


Important Information


 


Tenerife Villas Online is a trading name of Tenerife Villas Ltd. When making a booking through us please note that your contract is with the property owner and not with Tenerife Villas Ltd. We offer our services as an intermediary agency status, all communications will be through ourselves. Please Note that all cleaning and maintenance of all accommodation provided is the responsibility of the owners and is not the responsibility of Tenerife Villas Ltd and cannot accept any liability for any sub standard conditions of the accommodation. All local Canarian and Spanish national laws, health and safety issues plus all relevant insurance and liability are the responsibility of the owner and not with Tenerife Villas Ltd and cannot confirm these are in place. Before you commit to making a booking and paying a confirmation deposit, you will be sent a copy of  the owners/principle terms and conditions.  Our terms and conditions can be viewed from this page which we strongly advise you thoroughly read, understand and agree to both sets before making a Booking.


 


TENERIFE VILLAS – Agency Booking Terms & Conditions


 


Except where otherwise specified, we, TENERIFE VILLAS LTD registered number 7627979 at address: Fantom Hall, Office 12B, Wickford, Essex SS12 9JB act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any travel arrangements or other services you purchase (“Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any arrangements.  For all arrangements, your contract will be with the supplier of the arrangements in question (the ‘Supplier/Principal’).When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Arrangements. Your booking with us is subject to these Agency Terms and Conditions, our Privacy Policy and the specific booking conditions of the relevant Supplier(s)/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier’s/Principal’s booking conditions may limit and/or exclude the Supplier’s/Principal’s liability to you. Copies of applicable conditions are available on request from us.


 


You may decide to book airport transfers via our website which will direct you to an outside provider. The price charged will be payable directly to the provider. In accordance with the Package Travel and Linked Travel Arrangements Regulations 2018 (“The Regulations”), the provision of an airport transfer with a value of less than 25% of the overall booking value, and not being a significant feature will not create a package for the purposes of The Regulations.


 


By making an accommodation booking with us, you agree that you:


 


Have read these Agency Terms & Conditions and agree to be bound by them; consent to our use of your information in accordance with our Privacy Policy; and are over 18 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;


The party leader accepts all financial responsibility for payment of the booking on behalf of all persons detailed on the booking.


1. Booking and payment; In order to confirm your chosen Arrangements, you must pay a non-refundable deposit as required by the Supplier/Principal of the Arrangements (or full payment if booking within 8 weeks of departure). Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their booking conditions. All final payments are non refundable. Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for Arrangements will be held on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal. All final payments that are paid more than two weeks late than the 8 weeks given, will be subject to a 2% surcharge/admin fee. All final payments made via PayPay will be subject to a 2% surcharge.


2.  Prices; We reserve the right to amend advertised prices at any time.  We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen arrangements at the time of booking.


3. Insurance; It is part of the booking condition to take out personal travel insurance for all members of your party. All Suppliers/Principals require that you do so. It is mandatory and your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday. It is mandatory that Travel Insurance is taken out once your booking has been confirmed, in case you have to cancel your accommodation before your trip.


4. Special requests; If you have any special requests (for example, disabled requirements, special needs, cots or room location), please let us know at the time of booking so we can discuss suitability of the accommodation with you. We cannot be held responsible for unsuitable accommodation where we have not been notified of any special needs or requirements prior to the booking being made.  We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not.


5. Changes and Cancellations; Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it and the cancellation has been acknowledged. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the booking conditions of the Supplier of your Arrangements. In the event of a cancellation made by the customer under any circumstance no refunds will be given. The Supplier/Principal may charge the cancellation amendment charges shown in their booking conditions. All date changes must be advised and confirmed within 16 weeks of the date of arrival, otherwise all monies paid will be lost and cannot be transferred to another booking.  In addition, there will be a change of date fee which is as follows;


16% charge for all bookings with the total rental cost under and including £1000.


13% for all bookings with the total rental cost between £1001 and £2500.


10% for all bookings with the total rental cost between £2501 and £5000.


7% for all bookings with the total rental cost of above £5001.


The above charges doesnt apply if you are protected by the details included in our COVID 19 protection scheme.


Please note: some Suppliers/Principals do not allow changes and therefore full cancellation charges will apply.


6. Changes and Cancellations; By the Supplier/Principal We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we will have no further liability to you. In the unlikely event of this happening, it is the responsible of the owners/principle to offer you reasonable alternative accommodation or to reschedule your dates.


7. Our responsibility for your booking; Your contract is with the Supplier/Principal and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the arrangements. As such, we shall not be liable for any losses, expenses or damages of any sort due to you as a result of the acts, errors, omissions, breaches or negligence either wholly or in part to any Supplier/Principal. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (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 whilst acting in the course of their employment.


7a. We are not responsible for any property management, maintenance, cleaning etc this is the responsibility of the supplier/principal who normally employs staff/contractors locally.


8. Visa, passport and health requirements; Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.


9. Complaints; Because the contract for your arrangements is between you and the Supplier/Principal any compensation is to the discretion of the Supplier/Principle and not ours. Any complaints or concerns are to be reported immediately to the designated property manager or representative. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. If you wish to complain when you return home, write to us recorded delivery by the party leader within 14 days after your departure and we will forward the complaint  on to the Supplier/Principal for their response.


If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly. You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.


10. Law and Jurisdiction; These Agency Terms & Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (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).


11. Accommodation Ratings and Standards; All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.


12. Accommodation documentation & Information;  All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question and is intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability.  As we do not inspect each accommodation after a initial inspection when the property was added to the web site we therefore cannot guarentee or accept any responsibility or liability including the accuracy of the accommodation, health and safety matters, general condition of the accommodation. It is a condition of each booking that all clients are aware of this before a deposit is paid. If you require any further details, in respect of any accommodation, arrangements or other services please contact us.


For bookings on complexes Tenerife Villas or the supplier/principle cannot guarentee the facilities advertised including communal pools will be open for use upon arrival as sometimes maintanence works could be in operation and we are not informed if this is the case. No compensation or refunds will be given if this happens as this is out of the control of Tenerife Villas or the supplier/principle.


13. Before travelling from the UK and arriving at your accommodation its a condition of all bookings that you to check the travel advice and warnings stated by the British, Foreign and commonwealth office ‘FCO’ you can visit their website at  https://www.gov.uk/foreign-travel-advice/spain  travelling against FCO advice may invalidate your travel insurance. For guests travelling to Tenerife from other parts of the world we advice you check with your own government’s advice before travelling.  Tenerife Villas Ltd cannot verify any insurance has been taken by the owners of your accommodation. Your stay at the accommodation is on the understanding that you stay at your own risk . If in the event that your travel insurance does fail or you havent purchased adequate insurance, all guests will be personally responsible for their own costs for all matters including anything associated with medical evacuation and treatment, additional accommodation, repatriation, Tenerife Villas Ltd will or the property owners will not be liable for these.


14. In the interests of health and safety, safe tourism and the fight against COVID 19 from 13th November 2020 until further notice, it has become law in the Canary Islands that all tourists arriving in any accommodation no matter where they travel from including Spain, will be required to have a diagnostic PCR test for active infection with a negative result of COVID 19 before being allowed entry into the accommodation.


For your entry into all ACCOMMODATION you will have to provide evidence of the following;


Negative PCR COVID 19 test result taken within 72 hours before your arrival into the ACCOMMODATION for all guests 6 years old and older (no exceptions).

Name of person tested.

Time and date test was taken.

Name of laboratory and contact details where test was taken.

Passport number


This can be in the form of a certificate, electronic or paper hard copy. This information must be sent to us by email and acknowledged receipt before you arrive at the accommodation.

As part of the law, all tourists also have to download the Radar Covid App on their phones (For younger guests that may not have a phone they will come under the responsibility and supervision of the parents/guardian/carers).


For your entry into the CANARY ISLANDS you will have to provide evidence of the following;



Negative PCR COVID 19 test result taken within 72 hours before your arrival into the Canary Islands for all guests including children and babies (no exceptions).

Name of person tested.

Time and date test was taken.

Name of laboratory and contact details where test was taken.

Passport number.




15. We have the right the change, alter or update our terms and conditions at any time.


 


The following terms are part of a detailed on behalf of the Suppliers/Principals and will form part of your booking contract with that Supplier/Principal. The terms detailed here are in addition to any other Supplier/Principal Terms and Conditions notified to you upon booking. The full content of the terms and conditions will be sent to you once you indicated that you wish to proceed with the booking.


 



  1. Your accommodation will be available to you between 2pm and 4pm on your arrival day or after (confirmation of check in time will be provided at the time of booking) and you will be required to vacate the accommodation by 10.00am on your departure day. Failure to vacate the accommodation by the specified time may result in additional charges.


 


2. In the unlikely event that the Supplier/Principal cannot provide the accommodation booked, the Supplier/Principal undertakes to offer either an alternative accommodation or to reschedule dates.


 


3. The Supplier/Principal will not permit bookings of groups under the age of 21 unless prior notification and agreement has been sought from the Supplier/Principal.


 


4. Subletting of the accommodation is strictly prohibited.


 


5. The Supplier/Principal will require a security bond of between £100 and £500 for villa bookings and between £70 and £100 on apartment bookings. This is payable 8 weeks before the date of arrival or in cash on arrival. The amount will be listed on your arrival and directions email that will be sent approximately 1 month before the day of arrival. Subject to there being no damage, breakages, misuse, missing items or complaints regarding noisy/inappropriate behaviour, the security bond will be refunded to you by the Supplier/Principal no later than 7 working days after confirmation of the refund method has been provided to us. Refunds will be made by either UK bank transfer, UK cheque, PayPal, Euro cheque. Transfers into non UK bank accounts will incur a 10 euro surcharge.


 


6. The Supplier/Principal has the right to abandon your stay at the accommodation any time during the rental period due to rowdy/noisy/inappropriate behaviour. In these circumstances, you will not be entitled to any refund, compensation, return of deposit or other financial reimbursement relating to the rental of the accommodation.


 


7.  The Supplier/Principal has the right to alter and improve furnishings without prior notification providing that the furnishings are of similar or better quality.


 


8. For health and safety reasons, suitable footwear and swim caps should be worn at all times in and around the pool area. It is the parents/carer responsibility to supervise all children, elderly persons and weak swimmers at all times in and around the pool. We cannot be responsible for any accidents that may happen in each property, we strongly advise the party leader/suitable adult to make a risk assessment on arrival for your parties requirements and make the property representative aware of any dangers/changes in order for them to be rectified/made safe where possible around the pool areas and throughout the accommodation. Do not use the pool if you are feeling unwell or under the influence of alcohol, drugs or on medication.


 


9. Where the Supplier/Principal has provided a Book of Instructions at the accommodation, it is your responsibility to ensure that these instructions are read and understood by all members of your party. The Supplier/Principal advises you to thoroughly check the accommodation upon arrival as a risk assessment for your party including its contents and the outside pool and terrace areas. If you are unhappy with any aspects of your accommodation, you must raise your concerns to the Supplier/Principal immediately.


 


10. Accommodation advertised with heated pools will be heated during the winter months (November to April) unless otherwise stated. Pool heating can be offered outside this period, sometimes at an additional charge upon request.


11. It is the responsibility of all party members to ensure that, where applicable, all windows and doors are closed and all lights and air conditioning units are switched off when vacating the accommodation at all times.


 


12. It is the responsibility of all party members to ensure that upon final departure, the accommodation is left in the same condition in which you found it.


 


13. All persons aged 18 and over at the time of arrival at the accommodation will be classed as adults, all persons aged 17 and under will be classed as children, all persons under the age of 2 will be classed as infants.


14. In the interests of health and safety, safe tourism and the fight against COVID 19 from 13th November 2020 until further notice, it has become law in the Canary Islands that all tourists arriving in any accommodation no matter where they travel from including Spain, will be required to have a diagnostic Antigen test for active infection with a negative result of COVID 19 before being allowed entry into the accommodation.



For your entry into all ACCOMMODATION you will have to provide evidence of the following;


Negative PCR COVID 19 test result taken within 72 hours before your arrival into the ACCOMMODATION for all guests 6 years old and older (no exceptions).

Name of person tested.

Time and date test was taken.

Name of laboratory and contact details where test was taken.

Passport number


This can be in the form of a certificate, electronic or paper hard copy. This information must be sent to us by email and acknowledged receipt before you arrive at the accommodation.

As part of the law, all tourists also have to download the Radar Covid App on their phones (For younger guests that may not have a phone they will come under the responsibility and supervision of the parents/guardian/carers).



This can be in the form of a certificate, electronic or paper hard copy. This information must be sent to us by email and acknowledged receipt before you arrive at the accommodation.

As part of the law, all tourists also have to download the Radar Covid App on their phones (For younger guests that may not have a phone they will come under the responsibility and supervision of the parents/guardian/carers).

 


15. We have the right the change, alter or update our terms and conditions at any time.