BOOKING TERMS AND CONDITIONS
You acknowledge that by making a booking, you are bound by our terms and conditions.
Lead Guest: The Lead Guest is the person or agency that holds the booking and acts on behalf of the Party, to whom all correspondence and invoices are addressed and who is responsible for the rental. Spouse's names are not considered interchangeable.
Party: Any person confirmed and agreed in writing (email) by The Turquoise Collection Ltd.and/or the property owner/representative to stay overnight in the Rental Property.
Visitor(s): Any person invited by the Lead Guest onto the premises of the Rental Property for a temporary visit and not staying overnight.
You/Your: The Lead Guest
Us/We: The Turquoise Collection Ltd. including their employees and representatives
Rental Property: The property the Lead Guest has booked with The Turquoise Collection Ltd and is shown on the booking confirmation, any subsequent replacement booking confirmations or any property that The Turquoise Collection Ltd agree in writing to relocate the Lead Guest and Party to in the event that the Rental Property is no longer available/habitable. For the basis of this contract the Rental Property is deemed to include the whole property including but not limited to; all land occupied by the Rental Property, buildings, outbuildings, private pathways, private access roads, swimming pool, gardens, waterside terraces, waterside jetties, platforms, all contents, fixtures and fittings, communal areas, shared areas.
Property Owner: The owner of the Rental Property and any of their representatives.
1. Your contract
All arrangements are made subject to the following terms and conditions and by paying a booking deposit the Lead Guest (on behalf of all persons in the Party named to stay at the Rental Property) is confirming that they accept and agree to be bound by these booking conditions. Telephone transactions where debit/credit card details have been supplied are also considered as meeting this requirement. When you book accommodation either via the Internet or telephone, your booking is not confirmed until you have received the booking confirmation from us by email and at this time a binding contract comes into existence, and you guarantee that you have the authority to accept and do accept on behalf of your Party the terms of these booking conditions.
Please do not book any non-refundable or non-transferrable travel arrangements until you have received the booking confirmation from us by email.
You must be at least 21 years old to make a booking with us, please note that single sex parties or groups of young adults (under 21) may only be accepted at selected accommodation, and we may require a higher refundable security/damage deposit. Email confirmation of your booking will be sent to you once the reservation deposit has been received and a confirmation email will also follow once full payment has been taken.
The contract is subject to these booking terms and conditions, all booking conditions will apply to each and every accommodation only booking (excluding hotels) made with The Turquoise Collection Ltd. Once the contract is made, it is the accommodation providers' responsibility to provide you with what you have booked, and it is your responsibility to pay for the accommodation in full before you travel.
All relevant documentation will be sent to you via email, it is important to check carefully all the details of your booking once you receive the booking confirmation. The Turquoise Collection Ltd. will not be responsible for any information you do not receive, as a result of your failure to provide a valid e-mail address.
Your contract with us will be governed by English Law and is subject to the jurisdiction of the English Courts at all times.
We reserve the right to make changes to these terms and conditions from time to time without prior notice which will take effect from the date of posting on the website. You are responsible for regularly reviewing these booking terms and conditions. Continued use of the website or service after any such changes shall constitute your consent to such changes.
2. Booking Confirmation
Immediately upon receipt of the booking confirmation email from The Turquoise Collection Ltd., the Lead Guest must check the details and notify The Turquoise Collection Ltd. of any mistakes /errors made as soon as possible and in any event within 14 days; no changes can be made to the booking after this time. The Turquoise Collection Ltd. reserves the right to charge a booking amendment fee to administer/correct any error made by the Lead Guest. Any request for changes to be made must be in writing from the Lead Guest.
3. Your responsibility
It is your responsibility to ensure that.
3.1 Any specific passport, visa and health requirements are obtained
3.2 All members of your party are aware of, understand and meet any additional travel requirements or entry/exit requirements imposed by your home, departure, transit or host government.
3.3 All members of your party, including infants, have a valid passport.
3.4 All members of your party, including infants have adequate travel insurance to cover your booked arrangements with The Turquoise Collection Ltd.
3.5 Where deposit payments are split, each deposit payment is paid by the due date specified on your booking confirmation/invoice.
3.6 The balance payment of your holiday is paid by the due date specified on your invoice.
3.7 The names of each person who will be staying at the Rental Property are provided to us together with each person's arrival and departure date.
3.8 Where required, you provide us with a passport copy for each person (who will be staying at the Rental Property).
3.9 All payments are made by you by the dates set out in your booking confirmation and any revised/updated booking confirmations or invoices subsequently issued, this includes but is not limited to deposits, part-deposits, agreed instalments, final balances, accidental damage waiver (ADW) fees and security/damage deposits. Failure to make any payment by the due date will be assumed and taken as your instruction to cancel your booking. In the event that the booking is cancelled as a result on non-payment it will not be deemed a cancellation by The Turquoise Collection.
3.10 To ensure you are aware of any local taxes payable during your stay and that all members of your party pay any required local taxes. Parents/guardians are responsible for the payment of local taxes of young children and teenagers.
4. Party members or Visitor's
Please be advised that if you or any of your Party are disruptive, behave in an unsociable manner, or undertake any illegal activity at the Rental Property, The Turquoise Collection Ltd or their representatives, the Property Owner or their representatives reserve the right to terminate your booking and will have no further liability or responsibility to you in respect of accommodation or any airport transfers, nor will refunds be made.
During the period of the booking, the Lead Guest (personally and on behalf of the Party and any other Visitor/s to the property) undertakes (for the benefit of the Property Owner and The Turquoise Collection Ltd.) as follows:
4.1 That the number of persons occupying the property will not exceed the number stated on the booking confirmation and the Rental Property will not be occupied over night by any persons other than those confirmed and agreed in writing (email) by The Turquoise Collection Ltd. and/or the Property Owner/representative. Any persons not authorised to stay overnight at the Rental Property will be asked to leave the Rental Property, in the event that the person not authorised to stay overnight refuses to leave the Rental Property The Turquoise Collection Ltd or their representatives, the Property Owner or their representatives reserve the right to terminate your booking and will have no further liability or responsibility to you in respect of accommodation or any airport transfers, nor will any refunds be made.
4.2 That the Rental Property will be used solely for the purpose of the booking by the Lead Guest and the Party.
4.3 To show due consideration for other parties (to include, but not limited to, refraining from abuses of the Rental Property and/or dangerous, offensive, or rude behaviour to the Property Owner, their representatives or any third parties such as neighbours).
4.4 To keep the Rental Property and all furniture, utensils, equipment, fixtures, and fittings in or on the Rental Property in the same state of repair and condition as at the commencement of the booking and to ensure that at the end of the booking the Rental Property is left in the same state of order and cleanliness in which it was found.
4.5 To report as soon as possible to the Property Owner (or their representative) any breakages or damage caused by either the Lead Guest, the Party or any other Visitor/s to the property during the booking and to reimburse the Property Owner with the cost of replacement. The Property Owner reserves the right to make a claim against the Lead Guest for any repair or loss as a result of damage caused.
4.6 To arrive at or after the stated check in time on the arrival day and to vacate the Rental Property by the stated check out time on the day of departure unless prior arrangements have been agreed in writing by The Turquoise Collection Ltd. or the Property Owner.
4.7 Not allow any person other than named members of the Party staying in the property for their booking to use the facilities and amenities of the Rental Property.
4.8 To notify all other members of the Party of these undertakings.
4.9 In the event of a breach of any of the undertakings set out, the Property Owner (or their representative), or The Turquoise Collection Ltd. can refuse to allow the Lead Guest to take possession of the Rental Property or make the Lead Guest and members of the Party leave the property before the end of the booking. in either case the Lead Guest shall be deemed to have cancelled the booking and shall have no claim for compensation or reimbursement whatsoever.
4.10 Under no circumstances will animals be allowed in the Rental Property (with the exception of guide dogs used to aid sight or hearing) unless otherwise agreed in writing by The Turquoise Collection Ltd or the Property Owner.
4.11 The Lead Guest, personally and on behalf of the Party and any other Visitor/s to the property, agrees not to smoke or allow smoking inside the rental property at any time.
4.12 The Lead Guest, personally and on behalf of the Party and any other Visitor/s to the property, agrees not to take or allow others to take drugs at the rental property at any time.
The Lead Guest agrees to take care around the Rental Property and consider the risks posed by balconies and swimming pools. Swimming pools should be accessed by the steps and not by jumping or diving in. Please take the time on arrival to familiarise yourself with the layout of the Rental Property and swimming pool depth. If you are travelling with children, please take the time to point out to them any areas in which they should take particular care such as the pool or on balconies. Parents are responsible for the actions of their children at all times. Please ensure that children are not left unsupervised at any time during your stay at the Rental Property and take extra care with swimming pools, balconies, roads, unfenced areas, etc, as it is likely the Rental Property will not have the same child precautions you may be accustomed to in your own home.
During your stay at the Rental Property please be just as vigilant as you would be at home and ensure you take sensible precautions to protect your belongings and personal safety. Burglaries at holiday accommodation do occur in many locations around the word and whilst this is a relatively rare occurrence, we ask the Lead Guest and Party members and any other Visitor/s to the property to be vigilant in ensuring the Rental Property is properly secured and all windows and terrace/ balcony doors are locked whenever the Rental Property is not occupied and at night. Additionally take care to lock the Rental Property when you are relaxing around the swimming pool and terraces. Safes are provided at some rental properties, but it should be noted that their use is entirely at the Lead Guest and Party's own risk, and that safes cannot be relied upon to provide absolute security for their contents in the event of a burglary. Adequate travel insurance is essential to cover your personal belongings - there are usually limitations placed on money and valuables so check your policy carefully. In the event that you should lose any items of value whilst on holiday through theft or otherwise, you must report the facts immediately to the local police or other competent authority and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim through your travel insurance.
The ground surface inside and outside the Rental Property may be wet due to the maid cleaning them on arrival, departure, and any other day when the maid/cleaning service is carried out. Be aware of the ground condition at all times and be cautious by taking the necessary steps to ensure your safety and especially that of children and the elderly or less mobile. At other times, ground areas open to the elements or subject to dousing in water from the swimming pool may be wet, and caution is required at all times. Please take extra care on stairs, most staircases are marble or tiled to be cool underfoot in the heat and some properties may have spiral staircases or may not have handrails. Be cautious when using tiled wet-room bathrooms and/or shower rooms with glass screens.
Please be very careful with windows, and especially full-length glass patio doors. The glass may not be toughened and occasionally, in an unfamiliar environment, accidents may occur more easily than they can do so at home.
6. Pools, garden and general maintenance
All Rental Properties on our website are maintained by staff appointed by the Property Owner who have access to the pool/garden area. Gardens must be maintained on a regular basis, and it is simply not possible for this to be carried out on 'change-over' days. Swimming pools are checked on a regular basis and this is normally carried out early in the morning to avoid disruption to you during your booked stay at the Rental Property. However, it must be noted that neither pool nor garden personnel have fixed hours, so it is not possible for us to advise you of the exact date or time of their visit. We ask for your cooperation when staff visit, as it is imperative to keep the properties well maintained for our customer's enjoyment throughout the year.
Please take care to secure the property at all times and take care of property key(s). You will be responsible for the cost of replacement key(s) if you lose them.
7. Accidental Damage Waiver
Where an Accidental Damage Waiver (ADW) fee is paid, as specified in the booking confirmation, this covers minor accidental damage or loss that may occur at the Rental Property during your booking, up to a limit of liability of £250 for apartments and £500 for villa stay, in aggregate.
The Accidental Damage Waiver fee does not cover intentional, wilful and negligent behaviour. If the cost of accidental damage exceeds £250 for apartments or £500 for villas per incident or is deemed to have been caused by wilful and negligent behaviour, a charge will be made locally or an invoice will be sent to you with 28 days of your return to the UK. The Lead Guest will be responsible for any amount payable in respect of any damage which exceeds the limits shown in the paragraph above.
The Lead Guest will be responsible for reimbursing the amount in excess of the agreed Accidental Damage Waiver limit of liability directly to the Property Owner or their representatives. In the event that the Lead Guest fails to pay any amount due to the Property Owner for loss or damage at the Rental Property, the Property Owner reserves the right to exercise any legal remedies to pursue the amount owed from the Lead Guest.
8. Security Deposit
Where a refundable Security Deposit has been paid, as specified in the booking confirmation, this deposit will be retained by us or a local supplier in part payment of any damage or losses that may occur at the Rental Property during your booking.
If the total amount of any damage and/or loss occurring in the Rental Property during your stay exceeds the amount of the Security Deposit paid, the Lead Guest will be responsible for reimbursing any amount in excess of the Security Deposit paid, to the Property Owner directly. In the event that the Lead Guest fails to pay any amount due to the Property Owner for loss or damage at the Rental Property, the Property Owner reserves the right to exercise any legal remedies to pursue the amount owed from the Lead Guest.
9. Special requests
Special requests may be made prior to travel and whilst The Turquoise Collection Ltd will endeavour to meet the special requests, this unfortunately cannot be guaranteed. In no circumstances will special requests accepted by The Turquoise Collection Ltd form part of our contractual obligations and The Turquoise Collection Ltd will have no liability if the special requests are not met. We are happy to give advice and opinions about the suitability for those with limited mobility, elderly, families etc, but we would point out that many of the resorts and properties lack the simplest facilities such as ramps and are not necessarily childproof. If you let us know your requirements, we will do our best to furnish you with as much information as possible so you can make informed choices.
The Lead Guest, Party members or Visitor's personal belongings and vehicles (together with their contents) are left at the Rental Property entirely at their own risk.
The Turquoise Collection Ltd. shall accept no liability to the Lead Guest, Party or Visitors for any loss, damage or injury whatsoever caused to the Lead Guest, Party or Visitor's personal property during their stay at the Rental Property. The Turquoise Collection Ltd. do not accept any responsibility or liability for acts of omission of third parties which may prevent or disrupt a customer's booking. The booking contract exists between The Turquoise Collection Ltd. and the Lead Guest and is limited to the rental of the Rental Property for a short period of time and associated services only. The information and descriptions supplied here are believed to be accurate and offered in good faith. Certain features or facilities may not be available from time to time, for which we accept no liability. Such situations may be dictated by local circumstances, necessity for maintenance or repair (eg: swimming pools), unsuitable weather conditions, fuel shortages, power cuts or other circumstances beyond our control for which The Turquoise Collection Ltd. accepts no liability. The Turquoise Collection Ltd. shall not accept liability for loss of main services such as electricity or water supplies, nor any actions taken in the vicinity of the Rental Property by any authority over which there is no control. Refunds or compensation would not be payable and cancellation charges would still apply.
In addition, no liability can be accepted by the Turquoise Collection Ltd. for any injury, loss or damage to the Lead Guest, Party or Visitor to the Rental Property, arising out of or in connection with the use of the Rental Property. The Lead Guest must ensure that all children or vulnerable adults in their party are supervised at all times, including but not limited to whilst in or around the swimming pool. You hereby waive all rights of recourse against The Turquoise Collection Ltd. and/or any of their subsidiaries as to any incidental or consequential damage or loss of whatsoever nature occurred during the performance of any service rendered by The Turquoise Collection Ltd. or during your respective rental period either arising from or anyhow related to the use of the Rental Property and rental period which you may suffer and commit to hold harmless The Turquoise Collection Ltd. against any claims, actions, law suits or proceedings carried out by any third party or its successor for any damage, loss, bodily injury or death claimed to occur by reason of or connected with The Turquoise Collection Ltd. and/or any of their subsidiaries.
No Liability can be accepted by The Turquoise Collection Ltd. when the contract is affected by force majeure. In the context of these terms and conditions 'force majeure' is any event that we or any of our suppliers could not, even with due care, foresee or avoid. These events include, but are not limited to; War, threat of War, riot, civil commotion or strife, plagues, epidemics, hostilities, industrial dispute, natural disasters, acts of god, terrorist activity and its consequences or the threat of such activity, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, adverse weather, sea and ice conditions, government action, technical problems with transportation or any other events beyond our control.
11. Internet access & WiFi
Internet access and Wi-Fi is available when stated in the relevant Rental Property description. Please note there may be restrictions with the availability and speed of the service transmitted by the local provider and technical issues may cause temporary withdrawal of internet facilities. The Turquoise Collection Ltd. are unable to accept responsibility for any down time or consequences of using this service and refund/compensation cannot be offered due to circumstances beyond our control.
12. Number of nights
The number of nights stated in the price refers to the number of nights the Rental Property has been booked and reserved for you. Some flights may be night flights; when you arrive in resort the Rental Property will only be available if you have reserved it for that night. Please bear this in mind when booking your flights. Early departures will be charged to the full booked duration of the stay. Reimbursements will not be given.
13. Out of season bookings
The Lead Guest understands and accepts that their experience during their stay may be impacted by the time of year of their travel, such as outside of typical holiday season, during religious festivals, national holidays, seasonal weather changes, The Turquoise Collection Ltd cannot be held liable for any impact such action may have on your experience or travel plans.
Out of season booking specific to Kalkan, Turkey
The 'Season' in Kalkan typically runs from 15th May to 1st November, but this may be amended without prior notice by local Belediye/authorities and The Turquoise Collection Ltd cannot be held liable for any impact such action may have on your booking or experience.
In Kalkan,Turkey, all work by private construction companies, in places designated as tourist areas, is prohibited between 15th May and 1st November. In previous years some builders have agreed to finish sooner, at the request of the local Belediye, but they have a right to continue until the official deadline. Until the 15th May, construction work, some of which may be noisy, is permitted between the hours of 8am and 8pm. The local Belediye/authorities may amend these dates without prior notice and The Turquoise Collection Ltd cannot be held liable for any impact such action may have on your booking or experience.
If the Lead Guest wishes to make a booking outside of the 'Season', it is possible that construction projects may be going on in the area. The Turquoise Collection Ltd. cannot be expected to know the timings and exact locations of every building project and so bookings outside the 'Season' cannot be guaranteed to be unaffected by construction works.
14. The price you pay
The price of your chosen arrangements is calculated based on the Rental Property, services and dates you select. The number of guests in the Party staying at the Rental Property may also impact the price.
At some rental properties there may be additional costs for some services to pay upon arrival or during your stay, such as but not limited to, swimming pool heating, food and drink, air-conditioning/heating, spa/sports/recreational services, airport transfers.
For many locations there are also local/tourist/hotel taxes to pay locally, these are your responsibility to pay locally and are not included in the booking or accommodation price unless specifically stated otherwise on your booking confirmation. Please ask The Turquoise Collection Ltd for further details.
We reserve the right to amend the price of unsold rental properties at any time and correct errors in the prices of confirmed bookings.
The price of your confirmed arrangements is subject at all times to variations in:
(i) Transportation costs, including the cost of fuel
(ii) Taxation, fees or charges levied by the government of the country you are visiting or residing, in relation to your booked arrangements with us.
(iii) The exchange rates used to calculate the cost of your booked arrangements
15. Cancellation policy villas and apartments
Cancellations must be made in writing by the Lead Guest either by email, or by registered post and completed by the Lead Guest. Cancellations will become effective from the delivery date of the cancellation email or letter. All cancellations are subject to a charge payable by the Lead Guest as detailed below; charges for cancelled bookings will be confirmed to you by invoice within two weeks of cancellation. (Please remember these charges also apply if you have failed to make payment on time and we have taken this as your instruction to cancel your booking).
Date cancellation received: Charge payable:
More than 70 Days Before Holiday Start Date Loss of deposit plus any non-refundable fully paid ancillary reservations
69-50 Days Before Holiday Start Date 50% plus any non-refundable fully paid ancillary reservations
49-40 Days Before Holiday Start Date 60% plus any non-refundable fully paid ancillary reservations
39-31 Days Before Holiday Start Date 80% plus any non-refundable fully paid ancillary reservations
30-0 Days Before Holiday Start Date 100% plus any non-refundable fully paid ancillary reservations
Charges above represent a percentage of the total accommodation booking value. No refunds can be given for stays that are ended earlier than planned.
Please note: Where final balances have been paid by credit/ debit card and a refund is due (less cancellation charges) the refund payable will be less the proportionate card processing fees charged to The Turquoise Collection to process the original transaction.
16. Cancellations made by us
Occasionally, the Rental Property may no longer be available for your travel dates. In these circumstances we will advise you as soon as possible and endeavour to find replacement accommodation for all the guests in your party. In any event, the limit of The Turquoise Collection's liability to you where we have to cancel is the accommodation cost paid under your booking confirmation.
17. If you make changes to your booking
If, after the booking confirmation has been issued, you wish to change your reservation in any way, for example your chosen departure date or accommodation, we will try to arrange for these changes to be actioned, but it may not always be possible or accepted. Any request for changes must be in writing from the Lead Guest and may attract an administration fee plus any further cost we incur in making this alteration. Some changes will be treated by us as your cancellation of the existing booking and your request to make a new booking. Where this is the case we will inform you of this in response to your request to change your booking including any cancellation fees payable according to our cancellation policy. Early departures will be charged to the full booked duration of the stay. Reimbursements will not be given.
The Turquoise Collection Ltd. reserve the right to terminate, without notice, the booked arrangements of any Lead Guest or Party whose behaviour, in our opinion or the opinion of the Property Owner, is likely to cause annoyance, distress or danger to other customers, passengers or any third party. If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other passengers, customers or any third party, our responsibility for your booked arrangements will cease. Full charges will apply, and The Turquoise Collection Ltd. will be under no obligation to provide a refund, compensation, or any further assistance. Parents/guardians are responsible for the supervision/behaviour of young children and teenagers at all times.
When you book accommodation through The Turquoise Collection Ltd. the Lead Guest accepts responsibility for any damage to property or accommodation caused by the Lead Guest or a member of the Party or Visitor/s to the Rental Property. The Turquoise Collection Ltd. reserves the right to terminate (before or after departure) your booking or that of any member of your Party due to your, their or any Visitor/s misconduct, within our reasonable opinion. In these circumstances full cancellation charges apply and no refund will be given. Furthermore, the Turquoise Collection Ltd and Property Owner shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of your accommodation being terminated. You agree to indemnify The Turquoise Collection Ltd. against any claims (including legal costs) made against us or on behalf of the Property Owner of any such property or accommodation. You are also liable to make reimbursement to the Turquoise Collection or Property Owner for any damage caused, before you end your stay.
20. Our website
Our website may contain links and pointers to other Internet websites, resources, and sponsors of the website. Links to and from the website to other third-party sites, maintained by third-party sites, or the contents thereof. The Turquoise Collection Ltd. are not responsible in any way for such third-party websites and resources will not be governed by these terms.
21. Website and brochure Accuracy
The information and prices shown on this website may have changed by the time you come to book your arrangements. Although The Turquoise Collection Ltd make every effort to ensure the accuracy of the information and prices at the time of publishing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking. All information on our website has been compiled from up-to-date details and we have taken care to ensure that it is accurate. There may however be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, then we will of course inform you as soon as possible, but we cannot be held liable in such circumstances. It is also important to remember that some facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times of the year.
Furniture may sometimes vary from brochure or website photographs. If a particular facility offered in our villa is essential to the booking of your accommodation, please ensure that we are made aware of this at the time of booking. Please note that at all times, the information on our website supersedes that in our brochure
If you book transfers through The Turquoise Collection Ltd., your contract will be with the transfer provider and no one else. The Turquoise Collection Ltd. act only as booking agent for the transfer provider. The transfer provider's terms and conditions will apply to your contract and are available upon request. As a booking agent, our responsibilities are limited to making your booking in accordance with your instructions. We cannot accept any liability for the transfers, for any information concerning the transfers and which we pass on to you in good faith, for the performance of your contract by the transfer provider or for the acts or omissions of the transfer provider or any of its employees, agents or suppliers or any other person or party in any way connected with the transfers. All relevant documentation will be sent to you via email, it is important to check carefully all the details of your booking once you receive it. The Turquoise Collection Ltd. will not be responsible for any information you do not receive, as a result of your failure to provide a valid e-mail address.
Any claim for damages, injury, illness or death arising from your journey must be brought against the transfer provider and will be under the jurisdiction of the law of the country in which the transfer is provided. Please note the transfer provider will always aim to drop and/or collect you as close to your accommodation as possible. In some instances, it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the transfer provider's control.
For airport Pick-ups, it is essential that we be given the correct flight number and arrival time, before departure. This detail must be confirmed in writing by email. If this information is not available at the time of booking, please ensure that you inform us at least 7 days prior to departure. No responsibility can be accepted, or compensation allowed for any incorrect information given or a failed rental due to the late provision of this information.
Where a complimentary upgrade to a VIP vehicle has been offered, this will be subject to availability.
23. Excursions & activities
We may provide you with information (on our website, and/or in our brochure and/or during your booked stay at the Rental Property) about activities and excursions which are available in the area you are visiting but which you cannot book with us in the UK.
We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by The Turquoise Collection Ltd. These activities or excursions are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we may suggest operators/other third parties and/or assist you in booking such activities or excursions in any way. Where we or any of our local representatives make or take any booking for or from you in respect of any activity or excursion, we do so solely as booking agent for the organiser or operator of the activity or excursion. This is the case regardless of whether the activity or excursion is advertised or mentioned in our brochure, on our website, in resort, or elsewhere. Your contract for any such activity or excursion will be with the organiser or operator of that activity or excursion, and subject to their terms and conditions, and to local law and jurisdiction.
The Turquoise Collection Ltd. cannot accept any liability on any basis in relation to such activities or excursions. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resort/area you are visiting generally, or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. The Turquoise Collection Ltd. have no liability for any such activity or excursion or for any act(s) or omission(s) of the organiser or operator or for any of its/their employees or agents or any other person(s) connected with the activity or excursion.
Please note: we only act as booking agent where our local representatives have been formally authorised by us to sell or book the activity or excursion in question. Our local representatives are instructed not to sell or book any activity, excursion or other service which they have not been formally authorised to sell or book. We do not act as booking agent and have no other connection with or responsibility or liability for any activity or excursion where this is not the case. Any advice or assistance on or with any activity or excursion provided by any local representative does not mean or imply that the activity or excursion is sold by the local representative or ourselves or that any such advice or assistance is given on our behalf.
Some facilities, activities and excursions could involve an element of risk. These activities, facilities and excursions are neither run nor controlled by The Turquoise Collection Ltd. If you wish to participate, purchase or make use of any optional activities, facilities or excursions, we regret that The Turquoise Collection Ltd. cannot accept liability in relation to these. The contract for the provision of that activity, facility or excursion will be between you and that provider. Usually these locally paid for activities, facilities and excursions will be subject to local law and jurisdiction. The discretion to partake in any such activities, facilities, or excursions is entirely at your own risk. You are responsible for taking sensible precautions for your own safety and for the safety of any children or family members for whom you are responsible. Please liaise with the supplier of the facility, activity or excursion for the Terms and Conditions of your activity, facility or excursion which will govern your contract.
24. Data protection
We take full responsibility for ensuring proper security measures are in place to protect your personal information under the UK GDPR and The Data Protection Act 2018 (DPA). The booking information that you provide us will be passed on only to the persons necessary for the provision of your booked arrangements. The information may therefore, be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us, such as; details of any disabilities, dietary or religious requirements. In making the booking you consent to this information being passed on to the relevant persons. The Turquoise Collection Ltd. may also contact you from time to time with details of any special offers we may have available. You can choose to opt out of this if you wish.
The accommodation reviews posted on the guest testimonials section of our site are those of the guests who have stayed at the named accommodation and NOT of the opinion of The Turquoise Collection Ltd. Reviews posted on our website are not intended as advice and should not be relied upon as such. We reserve the right to reject or remove your review at any time at our sole discretion. We do not guarantee in any way that your review or any part of it will be displayed on our website. Reviews received from guests are considered non-confidential and The Turquoise Collection Ltd. are under no obligation to treat such reviews as proprietary information. The Turquoise Collection Ltd. shall have no duty to attribute authorship of reviews to you and shall not be obligated to enforce any form of attribution by third parties. If you have any concerns or queries about reviews which appear on our website please contact us.
26. Complaints procedure
If you have cause for complaint during your booked stay at the Rental Property or travelling to your destination, this must be brought to the attention of the Turquoise Collection resort representative, or your local resort contact/ property manager (if there is no local Turquoise Collection Representative available) immediately so that action can be taken at the time to rectify the problem. Contact details for resort staff are sent with pre-departure information ahead of your travel date. Should resort staff be unable to resolve the matter, details of the complaint must be notified to The Turquoise Collection Ltd. UK office in writing within 14 days of the end of your holiday. Your complaint will be investigated, and we will respond by email within 31 days of receipt of your written complaint. Failure to report your complaint in writing within 14 days of the end of your booked stay at the Rental Property will affect ours and the Property Owner's/ relevant supplier's ability to investigate your complaint, and will affect your rights under this contract.