Essential Information - Holiday Supermarket


Room Types: A "Double room" does not guarantee a double bed; a Double room means a room for 2 persons, furthermore, please note a room sold as "Twin Room" does not guarantee twin beds. 
A "Triple room" means a room for 3 persons. 
A "Quad room" means a room for 4 persons.

If you require either (1) Double bed in the room, or (2) single beds in a room, please REQUEST them at the time of booking.


Security Deposits: Many of the self catering / apartments & villas, require you to make a payment of a security deposit in cash in local currency or credit card upon arrival at your accommodation. These amounts may vary and will be collected upon your arrival.


Map/Distance Disclaimer: Please note that the information as to the distance from the city centre and the location of the hotel on the maps provided are for indicative purposes only. If a customer requires the hotel to be within a certain distance from the city centre or near a particular location, the customer should contact the hotel in question prior to booking.


Unavailability: Where we are unable to confirm the initial requested accommodation, we will call you to inform you of the details of alternative accommodation or lack of availability. At that time you will have the option to accept the alternative accommodation or get a refund of the total monies paid to us by you for your original booking.


Star Ratings: Star ratings are used to symbolise the overall quality, level of service, food standard and range of facilities available in any given hotel property. The criteria applied within each country will vary depending on the specific requirements established by the relevant issuing body and are provided to you for information purposes only. They are not a guarantee or warranty of any kind.


Hotel Facilities: Please read the description of the hotel for other hotel policies applicable to your stay. You must be at least 21 years of age to check in to Las Vegas hotels.

Please note that the hotels booked by us for you are not exclusive to us. We are not responsible for any limitation in facilities because of other hotel guests or their activities. We do not take responsibility for hotel content (including images, facility listings, etc.) displayed on our website. Hotels may change facilities and property features without prior notice to us and it is the customers' responsibility to confirm facilities directly with the hotel at the time of travel.


Local Taxes: Please note that there may be taxes levied abroad which were not included in the hotel cost at the time of purchase that are payable in relation to your hotel booking e.g. local taxes, sales tax etc. Any local taxes will be payable by you directly to the hotel at the time of check in / checkout.


Descriptions & Photographs: All pictures and descriptions are displayed in good faith. However in certain circumstances beyond our control accommodation descriptions may be affected, such as sea views, which may be obscured by greenery, such as trees. We try to maintain up to date information on any changes and therefore all details printed should be regarded for general information only. Accommodation categories and star ratings shown on the website are provided by the accommodation, however standards can vary between accommodations of the same class in different countries, it is therefore important that the accommodation details are read in full.


Accommodation: All accommodation is reserved exclusively for use by the person named as the lead passenger plus the total number of passengers, whether adults or children, as shown on the Invoice / Accommodation Voucher. Unauthorised occupancy may result in the accommodation refusing occupation with immediate cancellation and loss of all monies paid. Most accommodation is sold on a twin/double room basis, however most properties have more twin rooms than doubles. If a double bed is requested please be aware that this may be two single beds pushed together. Additional beds for triple/quad rooms could either be a pull out sofa bed, foldable bed, rollaway beds, or bunk beds. Self-Catering properties usually do not offer a choice of bed type. Some properties impose a minimum number of nights per stay and bookings may incur a surcharge if less than the minimum period allowed.


Group Bookings: Parties of 10 persons or more are classed as a group booking and must not be split into multiple smaller bookings.


Check-in/Check Out: Times are normally around 15.00 – 16.00 on the day of arrival and between 10.00 am and 12.00 hours on the day of departure depending upon property type.


Delays: On occasions there may be delays or missed departures, due to the failure of transportation or other circumstances. We cannot be held liable if the accommodation is not available on arrival. It is your responsibility to notify the hotel directly using the telephone number provided on the voucher. Refunds will not be given for any no shows.


Building Work: Due to continuous re-development throughout the world there is always going to be some building work going on somewhere. Provided that we are made aware by the Property that any such work is liable to interfere with the enjoyment of your holiday, then we will advise you accordingly. However please be aware that the accommodation has no liability to inform us of any building work in the surrounding area outside their property.


Over Bookings: In the very unlikely event that on arrival the property cannot provide the accommodation booked, it is the responsibility of the property to find an alternative property of a similar standard. We have taken every precaution to ensure that all properties are professionally managed so that any such occurrences are extremely rare. Family Traveller accepts no responsibility in respect of any costs, losses or damages that may be incurred in connection with relocation of accommodation since such relocation is outside our control.


Car Hire

Minimum Age: All car suppliers have a minimum age to be able to rent without incurring any extra charges, this is normally 25 and above. Drivers between the ages of 21-24 will always incur an extra surcharge which is payable locally, is subject to tax and is non-refundable. These fees can range from 10.00 Euros a day in Europe and from US$25.00 to US$50.00 US in the United States. Once you have selected your car please read the car rental rules where you will be able to find the amount payable.

Maximum Age: There are very few locations which have an upper age limit. These can vary from the age of 60 upwards. If you are over the age of 60 it is your responsibility to check with the rental supplier for eligibility. If you fail to check and you are over the age limit you may not be given the car.

Rental Deposit: Rental agencies only accept credit cards for securing your deposit at the rental location. You must use a credit card and it must be the driver's credit card. We will not be liable for any compensation or otherwise if you do not have a credit card at the time of collecting your car and are refused rental by the supplier.


Driving Licence: A valid driving licence is required for all drivers. The licence must be valid at the time of rental and remain valid throughout the rental period. We will not be liable for any compensation or otherwise if you fail to show a valid driver’s licence to the supplier and are refused rental.

British Licence Holders: if you are hiring a car overseas, you must produce your photo id licence. In addition, you should visit the DVLA website before you travel ( and obtain a Driving Licence “Check Code” which will need to be produced to the car hire company. Full instructions on obtaining the check code appear on the website. If you do not present both the card and the check code, you will not get the vehicle. If your licence is written in Chinese, Russian or any ‘picture' script then you will need to obtain an international driver's permit before you travel from your country of residence. This cannot be obtained in the United Kingdom.


Excess Waiver: Although our rates are fully inclusive there is always an excess to pay. This means in the event of accident/damage or theft, the driver will be expected to pay the first part of the claim. This can vary depending on the car you hire and the destination you are travelling to.


Late Return of Your Vehicle: The rental rate is calculated based on the return time agreed when picking up the vehicle. If the vehicle is kept longer than originally planned, you may be liable for an overcharge.

Rental Agreement: The rental agreement is given to you to sign when you pick up your vehicle. This has all the information about your rental. It is your responsibility to check this document carefully before you sign it and keep a copy. Family Traveller will not be liable in relation to any breach of this agreement.

Child Safety Seats: Children from their third birthday up to their 12th birthday or up to 135cm in height (whichever is attained sooner) must be restrained in a suitable seat in the rear of the vehicle. The law states that it is the responsibility of the driver of the vehicle to comply.


Your car hire is supplied by third party agencies. These third party agencies will have additional cancellation policies that may be applicable and in addition your chosen car hire company will typically have its own cancellation policy. We will pass on any such policies or charges that the car hire company or third party agency has imposed in relation to cancellation to the customer PLUS a £35 ADMINISTRATION FEE.


Refunds inevitably take some time to process and you should allow 8–12 weeks for the payment to be received back and refunded to the original credit card.



Infants and children: All infants (0-2yrs) and children (3-11yrs) must be included in the booking to ensure the appropriate vehicle and space is provided. Both local and national laws regarding the use of child seats vary from country and country, however all suppliers will comply with the latest legislation. If you are booking a private transfer, it is recommended to use booster seats for those under the age of 12, or up to 135cm,for safety purposes. These will need to be confirmed at the time of your booking and any charges will be advised to you. It is not possible to use seats on a shuttle service and therefore these may not be suitable for your needs. If you wish to bring your own child or booster seat and are taking a private transfer, we must be advised of this information before travel. It will be your responsibility to fit the seat in the vehicle, and not the responsibility of the supplier.


Locating your arrival/departure transfer: Instructions for finding your transport will be included on your transfer voucher. It is essential that the voucher is carried on the trip taken. We cannot be held responsible for any failed transfers resulting from you not having the voucher available during your trip. Local suppliers/representatives should be contacted, if they are unable to be located. The contact number will be featured on the transfer voucher.


Departure transfers: For your return journey, it is important to check the instructions on the booking voucher thoroughly to be certain of the requirements concerning your transfer. You should arrive at your departure airport 2.5 hours before departure to allow plenty of time for check-in procedures. Please consider this when making your booking.  If you are taking a shared shuttle transfer, the pick-up time may change may change from that shown on the voucher. This is due to shuttles having multiple pick up destinations. It is absolutely vital that you call the supplier within office hours at least 24 hours prior to departure, in order to be given an accurate pick-up time. The supplier reserves the right to alter pick-up times according to local needs.


Luggage: The allowance per person, for all vehicle types, is one standard size suitcase (approximately 70cm, high, 47cm wide and 21cm deep), as well as one small piece of hand luggage. Hand luggage is transported in the same vehicles as the passenger; therefore it should be an appropriate size. If you intend to travel with excess luggage, such as large suitcases, golf clubs, wheelchairs, skis, pushchairs etc., must advise this at the time of booking as extra charges may apply. Failure to advise of this may result in additional charges being paid or the refusal to transport.


Gratuities:  The transfer prices paid do not include gratuities. These are at your discretion.


Drop offs and pick-ups at your accommodation: Private transfers: Whilst the supplier endeavours to operate a door to door service, there are some occasions where it may not be possible, such as road closures. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. Please bear in mind, however, that the supplier will not be responsible for transporting luggage. Shared shuttle transfers: Whilst the supplier endeavours to operate a door to door service, there are some occasions where it may not be possible, such as road closures. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. Please bear in mind, however, that the supplier will not be responsible for transporting luggage. Please note that such transfers do not operate to private addresses, villas or timeshare apartments. However suppliers can drop passengers at a hotel close by, and in this case, please state this as your destination at the time of booking.


Waiting times for shared shuttle transfers: The supplier will try to keep waiting times to a minimum. Any complaints received regarding a waiting time of less than one hour will not be able to be considered.


Excursions and Attraction Tickets

Languages: In some cases, excursions may be conducted in a foreign language but an English interpretation will always be available.


Cancellation: Please note that the cancellation of any excursion or attraction by the supplier does not constitute a major change to your travel arrangements.


Vouchers & Passes: Please note that you may be given exchange documents rather than entry passes prior to your arrival at your excursion or attraction. These will require exchange at the excursion/attraction venue.


Loss of vouchers: Please note that no refunds are given for lost excursion/attraction tickets once issued.


Airport Hotels & Airport Hotels with Parking Bookings

Arriving Early: If you park your car before the arrival date/time printed on your voucher, you may have to pay the car park locally for any additional parking time at their published rate.


Departing Early: If you collect your car before the departure date/time printed on your voucher, you will not receive a refund for the unused time.


Extended Stays: If you collect your car after the departure date/time printed on your voucher, you will have to pay the car park locally for any additional parking time at their published rate.


Special Rates: Bookings made at the special 'advanced purchase', ‘non-flexible’, ‘non-refundable’ ‘supersaver’ prices cannot be amended, and no refund will be given if the booking is cancelled.    


Entry and exit procedures: These vary at each car park. Please see information on your confirmation. If you are charged by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher, we may not be able to obtain refunds on your behalf.


Park and Ride transfers: Transfers to and from the airport are included in the price, unless stated otherwise, or the car park is within walking distance of the airport terminal. If you have made a reservation for London Heathrow Airport please check your booking carefully as transfers may be at extra cost. Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements.


Meet and Greet parking: If you have booked this service, (where you are met at the terminal by a driver who takes your car away to secured storage for you, and your car is brought to the terminal for you on your return), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your Booking Reference. Please check your booking confirmation for details. Supplements may be charged for service outside normal hours and on all public and bank holidays payable directly to the parking operator.


Minimum stays: Minimum stays and charges apply at some car parks. Should you wish to stay for fewer days, you may, but the cost of the minimum duration is payable. This is made clear during the booking process. Daily Prices may vary according to the date and length of stay. Stays of fewer than 8 days may attract a higher daily rate.


Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so.


Insurance: All parking is subject to the terms and conditions of the individual car park and these are available separately on request from the car park operator. Ensure no valuables are left in the vehicle, as your supplier will not accept liability. Parking is always at the vehicle owner's risk.


High-sided or unusually wide vehicles: Not all car parks can accommodate such vehicles and those that can may charge more than the standard advertised price. Please check with us before booking.



The carrier(s), flight timings and types of aircraft shown in our advertising material and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it.  The latest flight timings will be shown on your booking confirmation or any further travel documents which are required for travel. You should check all of the communications which we send you carefully, immediately upon receipt to ensure you have the correct flight times and booking details.  If flight times change after your reservation has been confirmed, we will contact you as soon as we can to let you know.

Note the existence of a “Community list” (available for inspection at Detailing air carrriers that are subject to an operating ban within the EU community.

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. 


Advanced Passenger Information.

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. It is your responsibility to submit Advanced Passenger Information prior to travel and failure to do so could result in additional fees being incurred at check-in or being refused boarding. Where we collect this data, we will treat it in accordance with our privacy policy. Air carrier liability notice for passengers and their baggage.

NB. The information notice below is required to be given by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal Convention. It does not form part of the contract between the carrier(s) and you. No representation is made by the carrier(s) as to the accuracy of the contents of this notice.

Please note however that the notice is inaccurate. It states that for damages up to 113,100 SDRs the air carrier cannot contest claims for compensation. However, the Regulation and the Montreal Convention state that for damages up to 113,100 SDRs in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, the carrier cannot exclude or limit its liability except where there is contributory negligence. Also the limit of the air carrier's liability for baggage delays, destruction, loss or damage to baggage is 1,131 SDRs in total and not, for example, 1,131 SDRs in respect of delay and 1,131 SDRs in respect of damage where both have occurred to the same baggage. The statement that if the name or code of an air carrier is indicated on the ticket, that carrier is the contracting carrier, does not apply in all cases.


Compensation in the case of death or injury

There are no financial limits to the liability for passenger injury or death. For damages up to 113,100 SDRs (approx. 110,000 Euros) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.


Advance payments

If a passenger is killed or injured, the air carrier must make an advance payment to cover immediate economic needs within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approx. 15,500 Euros).


Passenger Delays

In case of passenger delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,694 SDRs (approx. 4,600 Euros).


Baggage Delays

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,131 SDRs (approx. 1,100 Euros).


Destruction, loss or damage to baggage

The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs (approx. 1,100 Euros). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.


Higher limits for Baggage

A passenger can benefit from a higher liability limit by making a special declaration at the latest at check in and by paying a supplementary fee.


Complaints on Baggage

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.


Liability of contracting and actual carriers

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.


Time limit for action

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.


Basis for the information The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of Member States.

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