A COVID – 19 Emergency Cancellation Policy
Reservations made for the 2021 summer season and with booking dates from 01/01/2021 and thereafter.
In these uncertain times, we understand the concerns of our valuable guests regarding payment and cancellation terms. So far, during this year and until now, we have gone one step further and made sure that all our clients wouldn’t lose their holidays due to a setback of the COVID-19 pandemic. We are determined and continue to provide better terms than those indicated within our Booking Conditions and do our best so no one of our future guests will lose their holidays due to a travel setback of the COVID-19 pandemic.
Don’t hesitate to contact us, as we will be delighted to discuss with you your concerns and find the best solution for you, so that not miss out on your holidays with us.
1. Making your booking
These Booking Conditions, together with our Privacy Policy together with any other written information we brought to your attention before we confirmed your booking, apply to your booking with Superb Travel, (registered address Kallipoleos 11, 71306 Heraklion, Crete, Greece. GNTO (EOT) License Number: 1039E60610137001), trading as Superb Travel - CreteTravel.com (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. “Holiday” and “arrangements” means your property booking, as well as any car hire where applicable, which you book through us.
Your booking is made as a consumer for the purpose of a holiday and for this reason only. By clicking the terms and conditions button you accept that the contract (Booking Confirmation) between us will only be formed when we send you our written confirmation (Booking Confirmation Email) and is subject to these terms and conditions. You should carefully check the details of our written confirmation below and inform us immediately of any errors or omissions.
2. Paying for your booking
A deposit is required in order for the booking to be confirmed. You are required to provide us your credit card details through our website. Deposits from property to property might be different, but in general, they are from 10% up to 40% (or full payment in case of a last-minute booking). This is visible in the Booking-payment & Cancelation Policy of each one of them.
We accept the following methods of payment: Credit cards: Visa, MasterCard; Debit cards: MasterCard Debit, Visa Electron, Visa Debit. There is no additional charge levied for Credit and Debit cards. We also accept payments by bank transfer for which you will be liable for any charges incurred. In addition, we could accept Paypal payments (+2% extra charge).
Notice that the name on the credit card holder paying for the booking and the name stated in the Booking Confirmation MUST be the same. For this reason, a copy of proof of identity from the cardholder that made the booking along with the credit card that was used to make the booking might be asked on arrival.
Please note that in case the reservation has been made through our online reservation systems (Webhotelier, Cosmo Res, Book online now) then the property is going to charge the deposit and balance according to their payment and cancellation policy.
The balance of the rental must be paid as stated in the Booking & Cancelation Policy of the property you have booked, before the Arrival Date as set out in our Booking Confirmation. If you fail to make a payment due to us in full and on time, we may treat your booking as canceled by you.
3. Security Deposits
In some properties (especially villas and residences) security is payable on arrival before the beginning of the tenancy, to cover during your stay the cost of any damages to the property or its contents. The amount must be paid with cash at the time of check-in directly to the Homeowner or keyholder. The amount less any applicable claims will be refunded to you in the same way it was paid to us or the property owner, at the time of check-out.
4. If you cancel or amend your booking
If you need to cancel or amend your Booking you must email us (not call us) as soon as possible. A cancellation or amendment will not take effect until we receive confirmation from you. The cancellation policy described in your email confirmation (Booking & Cancelation Policy) applies to your Booking and CreteTravel.com will refund any amounts due to you in accordance with the agreed Cancellation Policy. In the event that: any balance required from you is not paid in accordance with the timeframes set out in the Cancellation Policy, or you do not arrive at the property within 24 hours of your arrival time without notifying us, then we shall be entitled to treat your Booking as being canceled by you and the Cancellation Policy shall apply.
The Hotel or Villa owner reserves the right to cancel and refunds in full any reservation due to unforeseen weather conditions, Acts of God, property damage or other forms of forced property unavailability and or/to move/change guests other accommodation –if available- in the area, with Guests’ prior consent.
In the case of a cancellation due to external factors (Acts of God, Force Majeure), in no circumstance will the Homeowner be responsible for consequential damages of such cancellation (ticket loss, extra charges, etc) and no such claim(s) will be honored.
5. Cancelation or Alternation by CreteTravel.com
Although it is unlikely that we will have to make any changes to confirmed arrangements, it could occasionally happen, and we will advise you at the earliest possible date. If for any reason beyond our control we are unable to provide you with the property you have booked, we reserve the right to transfer you to a similar or better property. However, if this is not possible or you do not wish to be transferred, we will cancel the booking and refund the amount paid to us for the property, but we will not be liable for any cancellation charges for travel arrangements.
6. Your Accommodation
You can arrive at your accommodation according to the check-in time on the "Arrival Date" of your holiday and you must leave by the check out time on the Departure Date.
If your arrival will be delayed, you must contact the person whose details are given before your arrival so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. Do notice that especially for villas and house reservations, there will be a person waiting for you at the property so the arrival times must be sent to the contact person given, at least 2 weeks before your arrival day. If you fail to arrive by midday on the day after the Arrival Date and you do not advise the contact of your anticipated late arrival we may treat the booking as having been canceled by you.
The use of the property, its grounds, and amenities are strictly reserved for those people named on the booking. Inviting other people - friends into the property during your stay, even if they are not sleeping at the property, is only possible with the prior written consent of Superb Travel - CreteTravel.com.
7. Your Obligations
You agree to keep and leave the Property and the furnishings, kitchen equipment, crockery, in the same condition as you found them.
You agree not to cause any damage to the walls, doors or windows of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighboring properties.
You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage).
You cannot allow more people to stay in the Property than expressly authorized, nor can you significantly change the makeup of the party during your stay in the Property, nor can you take your pet into the Property unless it has been arranged in advance and it is shown on your confirmation. If you do so, we can refuse to hand over the Property to you, or can require you to leave it. We will treat any of these circumstances as a cancelation of the booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.
You agree to allow us or any representative of our access at any reasonable time during your stay for the purpose of essential repairs.
8.Our Responsibility for Your Booking
Your contract is with us and its terms and conditions apply. As an agent, we accept no responsibility for the actual provision of the accommodation. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the accommodation that we pass on to you in good faith.
We promise to use reasonable skill and care in making your booking and selecting the properties, property owners and any other suppliers we work with. We have no responsibility for the properties themselves or for any services provided by or on behalf of property owners or other suppliers or for the acts or omissions of any property owner or other supplier or any of their employees, agents, suppliers or subcontractors. Please note it is your responsibility to show that reasonable skill and care has not been used by us in our selection of the relevant property(ies), the property owner(s), or other suppliers if you wish to make a claim against us.
In addition :
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any nature whatsoever which does not result from failure on our part to use reasonable skill and care in selecting the properties, property owners and any other suppliers we work with as referred to above. By way of example and not by way of limitation, we will not be responsible for any claim which results from any of the following:
- the fault of the person(s) affected or any member(s) of their party or
- the fault of a third party not connected with the provision of the contracted services which we could not have predicted or avoided or
- force majeure (see clause 11)
- the fault of anyone who is not carrying out work for us (generally or in particular) at the time.
We cannot accept responsibility for any services which we have not specifically contracted to provide. This includes, for example, any services or facilities which any property owner or other supplier agrees to provide for you where the services or facilities are not advertised by us as forming part of your arrangements and we have not agreed to arrange them as part of our contract. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out in clause 10(1) and we do not have any greater or different liability to you.
We limit the maximum amount we may have to pay you for any claim or parts of a claim which does not involve personal injury, illness, or death. Except where the loss of and/or damage to luggage or personal possessions is concerned or a lower limit of liability applies to your claim under clause 10(5), the maximum amount we will have to pay you for any such non-personal injury claim if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from the contracted services.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £50 per person affected as you are assumed to have taken out adequate insurance at the time of booking.
We cannot accept any liability for any damage, loss, expense, or another sum (s) of any description which (1) on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) did not result from any breach of contract or other faults by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any claims, expenses or losses that relate to any business (including without limitation, self-employed loss of earnings).
9. 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 accommodation at the time of booking.
10. Your Contract
A binding contract between you and us comes into existence as soon as any payment is received.
By accepting this leasing agreement the Guests hereby affirm that they have legally entered Greece for vacation reasons only and have the legal documents to prove it upon request of the Authorities. In the opposite case, the Rental Agreement is canceled immediately and payment is forfeited in full.
The contract (Booking Confirmation) between you and us is governed by the law of Greece and we both agree that any dispute, matter, or other issues that arise between us will be dealt with by the Courts Greece.
11. Insurance
We strongly advise that you and all members of your party take out adequate insurance prior to booking with us against the cost of cancellation by you; such a policy should include cover for medical expenses, personal accident, repatriation in the event of an emergency, illness, or accident, loss, theft, or damage to/of personal possessions or money, cancellation (including any cancellation charges), and your liability for any sums (including legal costs) which you may become liable to pay in case of loss or damage to your booked property or its contents during your stay. If you choose to travel without adequate insurance cover, neither we nor the hotel or villa will be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available. Please read your policy details carefully and take them with you on holiday. We do not check insurance policies and it is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.
12. Force Majeure
Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage, loss, or expense as a result of "force majeure". In these Booking Conditions, "force majeure" means any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, volcanic eruptions, fire, flood, epidemic, closure, restriction or congestion of airports or airspace and all similar events or circumstances outside our control or the control of the supplier concerned.
13. Guest Injury Disclaimer
Neither the owner of the property nor us (Superb Travel) can be held responsible for any accident or injuries that occurred to all guests during their stay at the property under any circumstances.
14. Children Policies
Children are generally accepted in the properties. However, some property owners apply certain child age restriction policy. It is your duty to notify us if there will be any children (and their exact age) at the party before finalizing a booking.
15. Cleaning & Maid Service
According to the information provided in the facilities description of each property.
16. Special Requests
If you have any special requests (for example dietary requirements or room location), please let us know at the time of booking. We will pass on all such requests to the hotel, villa owner, but we can't guarantee that they will be met, and we will have no liability to you if they are not.
17. Water & Electricity
Since water is a commodity to be used sparingly during the summer months. If you experience a shortage of water, we will do everything we can in time to reestablish its supply. Electricity can also be disrupted, normally for a short period of time. However, we cannot be held responsible for any inconvenience created by events beyond our control.
18. Valuables
Valuables left at the property are at the clients' risks. Neither us (Superb Travel/ CreteTravel.com ) nor the owner (and the property staff) can be held responsible for their loss or misplacement. All the properties do have safes so please do leave your valuable items there.
19. Complaints
We hope you will have no reason to complain but if you do, please bring it to the attention of the supplier(s) of the arrangements concerned promptly. Most problems can be resolved on the spot. If the matter is not dealt with to your satisfaction, please contact us (must be put in writing and sent by SMS or email) so that we may be able to help you promptly. Until we know about a problem or complaint, we cannot begin to resolve it. If you leave it until you vacate the accommodation, we may not be able to help you.
If you remain dissatisfied after alerting us to any problem during your stay, however, you must write to us within 28 days of your return home giving your booking reference and full details of your complaint. We regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause. If you fail to follow the above-mentioned procedure, we will have been deprived of the opportunity to investigate and resolve any complaint while you are on holiday, and this will affect the way in which we deal with the complaint and it may affect your rights under your contract.
20. Accommodation Ratings and Standards
All ratings provided by us are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries. We cannot guarantee the accuracy of any ratings given.
21. Documentation & Information
All descriptions and content on our website or otherwise issued by us relating to the accommodation is done as detailed as possible. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.
22. Law
By accepting this leasing agreement the Guests hereby affirm that they have legally entered Greece for vacation reasons only and have the legal documents to prove it upon request of the Authorities. In the opposite case, the Rental Agreement is canceled immediately and payment is forfeited in full.
The contract (Booking Confirmation) between you and us is governed by the law of Greece and we both agree that any dispute, matter, or other issues that arise between us will be dealt with by the Courts Greece.
