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YOUR AWARD-WINNING LOCAL COACH TOUR & EXCURSION OPERATOR |
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www.boons-holidays.co.uk |
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BOOKING HOTLINES...01245-382 397 & 07899-738 963 |
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Holiday & Short Break Fair Trading Agreement 2023/2024 OUR PROMISE TO YOU Cont…
5 What happens to complaints?: All complaints that are received are thoroughly investigated and customers kept informed at each stage of the investigation, however, sometimes these investigations can take time awaiting response from our suppliers. We can normally agree an amicable settlement of the few serious complaints that we receive if the complaint is found to be genuine. For complaints made as a result of component parts of your holiday as advertised in our brochures/leaflets not being supplied to you to a reasonable standard we will pay you a reasonable compensation provided that the complaint is genuine and the correct complaints procedure has been followed. However, our overall liability is limited by the exclusions below and our liability to each claimant is limited to the total cost of the holiday per person. (Please refer to “Your contract with us” item 5 for complaints procedure and “Our Promise to You” items 6, 7, 8 and 9 which refer to liability, hotel amenities, brochure/leaflet accuracy, and running times).
6 Liability: We accept no responsibility for and shall not be liable in respect of the non-provision of advertised component parts of your holiday, or any loss, damage or additional expense incurred due to circumstances which we could not predict and which were beyond our control, such as adverse weather, road or traffic conditions, or the matters referred to in paragraph 4 (b) above.
7 Hotel amenities: We will not be liable for the unavailability of the following hotel amenities: amenities (e.g. hotel lifts and swimming pools etc) that require servicing, repair and cleaning and may not therefore be available at all times, services that may be affected by weather conditions and their availability is entirely at the discretion of the provider of the service, entertainment provided by hotels which is often subject to demand and its nature and/or frequency may be varied if there is a lack of demand or insufficient numbers staying at the hotel.
8 Accuracy of brochures/leaflets: In all cases all descriptions of hotels, resorts, places of interest etc are published in good faith and are believed to be correct at the time of printing.
9 Published Running Times: The published running times of services are estimates only and we will not be liable for any loss (howsoever caused) arising from delay or failure to operate services in accordance with published timings. |