Terms And Conditions of Booking

The following conditions form the basis for the provision of your holiday accommodation. You, the customer must read these carefully along with your booking confirmation documents. These conditions apply to all bookings whether made in writing, verbally or online.

1. GENERAL

1.1 The accommodation detailed on the Booking Form has been booked for you by Isle of Wight Council Tourism Services as an agent for the accommodation provider, and therefore, any contract for the booking is directly between you and the accommodation provider.

1.2 Please check that all the details on the Booking Form relating to your accommodation are correct and any errors and/or omissions are reported to the accommodation provider immediately.

1.3 Descriptions of establishments are held on Isle of Wight Council Tourism Services Destination Management System, website and in official publications are deemed correct at the time of publication. Isle of Wight Council Tourism Services will not be liable for any changes that may occur in establishment ownership, facilities available etc.

1.4 If your booking depends on the provision of specific facilities (particularly those relating to access, mobility, dogs and dietary needs), this must be made clear at the time of booking. Accommodation providers cannot be held liable for the non-provision of services or facilities that are not outlined in their general descriptions or specifically requested by you at the time of booking.

1.5 Whilst Isle of Wight Council Tourism Services makes every effort to find suitable accommodation, based upon information supplied by you, it cannot be held responsible for, nor accept any liability for complaints or claims of any nature arising from this booking. Nor for any loss or damage which may be suffered by you or other members of your party, during or as a result of a stay at the accommodation booked.

1.6 To the best of Isle of Wight Council Tourism Services knowledge, all prices quoted are inclusive of VAT and service.

1.7 For all bookings, the definition of a 'child' is a person under the age of sixteen. Child pricing may apply to persons under sixteen, full details of pricing structures will be available directly from your accommodation provider.

2. PAYMENTS

2.1 Isle of Wight Council will charge you a non-refundable deposit* equal to 10% of the total accommodation cost. This deposit will be deducted from the balance payable to the accommodation provider on production of the Booking Form. Any changes made by the proprietor subsequent to the booking to the cost of the accommodation will not result in a refund of the difference in the deposit.2.2 Any balance or additional accommodation costs are payable by you directly to the accommodation provider. The accommodation provider will advise you when the balance is due. If the balance has not been paid by the agreed date the booking will be deemed cancelled.

*Please note that further deposits and supplements may be required by the accommodation provider to properly secure the booking. Such requirements will form part of the accommodation providers own terms and conditions of booking and the onus is upon you, the customer, to familiarise yourself with such terms and conditions and any responsibilities therein. Some accommodation providers do not accept credit or debit card payments so cheque or cash payments may be required.

3. ARRIVAL TIME

3.1 Customers are required to arrive at the accommodation establishment by the time detailed on the Booking Form. If you fail to take up the accommodation by the time stated, without prior arrangement with the accommodation provider, the booking may be cancelled and the room/unit re-let.

3.2 You must advise the accommodation provider if your arrival is delayed, as failure to do may also result in the accommodation being re-let and your deposit, plus any further payments made directly to the accommodation provider may be forfeited under the cancellation clause. Contact numbers are displayed on the Booking Form.

4. BOOKING CANCELLATION

4.1 If you wish to cancel your booking, you must notify the accommodation provider by email or telephone as soon as possible regarding the cancellation of your stay. Accommodation providers will determine their own cancellation fees or charges, which you will be liable for. Customers are strongly advised to check this information directly with the accommodation provider on booking.

4.2 If the accommodation provider is forced to cancel the booking for reasons outside of its control, the accommodation provider will:i) notify you immediately by email or telephone.ii) confirm the cancellation in writing to you.iii) attempt to obtain a similar standard of accommodation through establishments registered with Isle of Wight Council Tourism Services. If the accommodation provider is only able to obtain alternative accommodation of a higher standard or tariff and is accepted by you, the accommodation provider will be responsible for the difference in the charges incurred. You are under no obligation to accept alternative accommodation. If the accommodation provider is unable to satisfy your requirement, you will be entitled to a full refund of payment, less the 10% deposit taken by Isle of Wight Council Tourism Services. You may be entitled to claim for compensation from the accommodation provider if you have relevant cancellation insurance.

5. INSURANCE

5.1 Isle of Wight Council Tourism Services strongly advises that you make arrangements for appropriate holiday/travel insurance.

6. COMPLAINTS ABOUT ACCOMMODATION

6.1 All complaints regarding Accommodation must first be raised with the accommodation provider as soon as the issue becomes apparent, allowing reasonable opportunity for a solution to be offered.

6.2 Isle of Wight Council Tourism Services operates a visitor complaints procedure in partnership with the national Quality Assurance providers (VisitEngland and the AA) to encourage best practice among Isle of Wight accommodation providers. If a complaint is received about an accommodation provider, Isle of Wight Council Tourism Services will endeavour to seek a satisfactory solution for all parties concerned. The nature of the complaint will be investigated in reference to the severity, frequency of occurrence, and general impact on the promotion of tourism, which may result in the suspension or cancellation of Isle of Wight Council Tourism Services services to the accommodation provider (at the discretion of Isle of Wight Council Tourism Services).