5.5 Brexit Effects
Please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as a force majeure event, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
Where we are required to cancel your rental prior to departure because of unforeseen circumstances or a force majeure event, we will endeavour to offer appropriate alternative arrangements of a similar standard and price. Where we are only able to offer accommodation of a lower standard, a refund will be made of the difference in price. If we cannot fulfil our contract with you, we will give you a full refund.
5.6 How to re-book following a cancellation
If you wish to cancel a villa rental and re-book a different property, you will be subject to any applicable cancellation fees outlined above. If the new booking carries a greater deposit than has already been paid for the cancelled property, the balance is due and payable by you immediately upon submitting your booking to us in accordance with clause 5 (Making a booking)
6. Transfer of bookings
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
- That person is introduced by you and satisfies all the conditions applicable to the holiday booked;
- We are notified not less than 7 days before departure;
- You pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges and other costs arising from the transfer; and
- The transferee agrees to these booking conditions and all other terms of the contract between us.
Please note: charges amounting to the full cost of the transferred flight and a replacement flight will be imposed in the event of any transfer. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 12 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
7. Your holiday price and ‘Price Match Guarantee’
We reserve the right to increase the publicised price before confirming your booking, and to charge a surcharge reflecting any change in currency conversion rates where these affect the price on the day of payment. Once the Guest’s booking is confirmed, the price of the Guest’s reservation is fully guaranteed, even if PARAGON LUXURY VILLAS changes the price on its website after the Guest’s booking has been confirmed. In return for this commitment, no refunds will be made for any exchange rate fluctuations that would otherwise reduce the rental cost.
Our ‘Price Match Guarantee’ confirms that the price you pay us is the lowest price available on the market. If you see the same villa published at a lower price for the same dates, we will match the price. The competing price must be advertised in the same Currency because we cannot guarantee currency conversion prices.
PARAGON LUXURY VILLAS reserves the right to impose any taxes or other charges which may be implemented by any government or other regulatory body, which were unknown at the time of publishing. PARAGON LUXURY VILLAS will tell the Guest promptly in the unlikely event that it becomes aware that any taxes or charges will apply to the Guest’s booking.
8. Security Deposit
A security deposit may be payable directly to the Owner or Owner’s Representative immediately upon arrival at the Property. The standard security deposit required for each Property is stated in the Property description; however the Owner has the right to impose different requirements on a case by case basis. Access to the Property may be refused if security deposit is not paid in full. When the security deposit is required to be paid in cash, or when a non-standard security deposit applies, we will inform the Guest in advance of the amount payable and any other conditions.
Certain property bookings are subject to a refundable security deposit to protect Owners against breakages, loss, damage or unpaid local charges. By confirming a booking with us (for such properties, where a deposit needs to be held by us), you authorise Paragon Luxury Villas to charge your credit card or pay by way of cash the requested value of any damage caused on presentation of photographic evidence and/or receipts for repair or replacement. Some Owners require their security deposit to be paid locally or in advance of arrival (you will be notified if your security deposit is payable locally or in advance).
Although the security deposit held, the Client remains liable for the full cost of any repairs or replacements required or other losses incurred by the Owner due to accidental or negligent breakage, loss, damage or other injury to the property and/or the contents therein. The Owner, the Local representative and Paragon Luxury Villas have the right to deduct supplementary charges from the security deposit if the property is not vacated at the stated time or in the event of any other breach of this agreement by the Client.
Please note that any dispute regarding a deduction from the security deposit is to be addressed to the Owner or Owner’s representative. Paragon Luxury Villas is not authorised to enter into any correspondence concerning the security deposit as no Paragon Luxury Villas representative is present at the beginning or end of the holiday to assess the condition of the property. Any breakages, damage or loss caused to the property or its contents during the rental period may result in the forfeit of some or the entire security deposit. The security deposit will normally be refunded at the end of the rental period, after deducting any damages or losses caused. If there are no damages or losses caused, the full amount will be refunded. If Any additional expenses incurred on the Guest’s behalf (e.g. additional charges for goods, services and staff which have not been directly paid by the Guest, and telephone and internet charges, if applicable) and the cost of replacement or repair for any loss or damage to the Property or its surrounds or contents caused during the Rental Period, then this too will be deducted. If this cost cannot be reasonably determined prior to the Guest’s departure, the Owner or the Owner’s Representative is entitled to withhold a reasonable estimate from the Guest’s security deposit, and will return any balance to the Guest as soon as possible after the actual cost has been determined. . If the amount of possible damages are higher than the security deposit, customers must pay the difference to the owner or his/her representative before departure.
Paragon Luxury villas will not be responsible for any disputes between the client and the owner concerning the security deposit.
Upon arrival the client must pay a security deposit as guarantee for possible damages and/or extra charges which are not included in the rental price.
The deposit is to be paid in Euros (€) (cash payments unless otherwise indicated) as per the amount indicated on the voucher to the Owner or his/her representative.
The Owner or his/her representative has the right to refuse admittance to the property if the deposit is not paid, in which case the client will not be entitled to any reimbursement or compensation. This deposit will be refunded on departure after deducting possible damages and/or extra charges not included in the rental price. In case of early departure, the Owner will refund the deposit after inspecting the house, and will forward it to clients after deducting any relevant charges not included in the rental price or for any damage caused by the clients. If the amount of possible damages is higher than the security deposit, customers must pay the difference to the Owner or his/her representative before departure.
Paragon Luxury villas will not be responsible for any disputes between the client and the owner concerning the security deposit.
The cost of electricity, mains water, cleaning and garden supplies, and local taxes are included in some rental rates whilst in some destinations like Italy and Greece this could change. There are generally no additional costs, surcharges, taxes, staff salaries, or management fees above the price quoted unless otherwise stated in the property description, the Guest booking confirmation or reservation voucher. If the information in any of these is inconsistent, the most recently issued terms will prevail.
Typically, provisioning costs will be the Guest’s responsibility. Gratuities for household staff are encouraged and normal, but are left entirely to the Guest’s discretion.
9.Reservation Voucher & Holidays confirmation
Confirmation details, the Property address, contact details of the Owner or Owner’s Representative, transfer arrangements and directions to the Property will be sent to the Guest in a reservation voucher when full payment is received. This voucher, along with the Guest’s passport, need to be presented upon arrival.
Please check your holiday confirmation/invoice, final itinerary and all other documents you receive from us, immediately on receipt. You must contact us as soon as possible if any information appears to be incorrect as it may not be possible to make changes later, and it may harm your rights if we are not notified of any inaccuracies in any document within a reasonable period of time (taking into account the date of your departure).
10. Arrival / Departure times
For Villas in Thailand and Indonesia
For Villas in Thailand and Indonesia, check-out and check-in times are 12:00 noon and 3:00pm respectively unless stated otherwise. PARAGON LUXURY VILLAS will work with the Owner or Owner’s Representative to try to accommodate the Guest’s actual arrival and departure times, subject to availability. Please do advise PARAGON LUXURY VILLAS of any changes to your schedule, so every effort can be made to accommodate you.
The client must arrive at the property between 17.00 hrs.to 20.00 hrs (possible exceptions are mentioned on the property description or on request). Any change to the arrival times must be advised to PARAGON LUXURY VILLAS during normal office hours (from Monday to Friday from 9.00 to 13.00 hrs UK time and from 14.00 to 18.00 and from Easter to Oct. On Saturdays from 16.00 to 20.00 hrs) prior to arrival and are subject to the approval of the property owner.
In case of unexpected late arrival, the client must advise PARAGON LUXURY VILLAS, Our representative or the owner directly. Should the Owner or his/her representative not to be able to accept a late arrival, all associated costs incurred by the client (including without limitation) hotels, restaurants, travel are to be borne by the client. Should the Owner or his/her representative be obliged to wait for customers after the agreed time, he/she may request a late-arrival fee.
Upon arrival the client must produce to the Owner or to his/her representative the rental voucher and passports of all members of the party in order to conform to Italian Law. Only guests whose passports are registered are allowed to stay in the property. If there is any substitution of persons during the stay, the owner or his/her representative can request the whole party to leave, in which case the client will not be entitled to any reimbursement or compensation. In addition, possible extra charges included local tourist taxes where requested can be deducted from the security deposit.
The clients must depart on Saturday between 8.00 and 10.00 (possible exceptions are mentioned on the property description), after returning the house keys and allow the owner or his/her representative to inspect the condition of the property.
Your accommodation is available after 1500 hrs on day of arrival and must be vacated by 10am on day of departure (possible exceptions are mentioned on the property description or on request). The maid, gardener, pool man need this time to prepare the accommodation properly for incoming guests. Although you are not required to vacate your property before 10am please be aware that staff may arrive before this time.
It is a CONDITION of booking that every member of your party is fully covered by travel insurance for the duration of your holiday. Your policy must provide adequate cover for personal injury, death, medical and repatriation costs, loss of valuables, theft at the rental villa, personal liability, cancellation, curtailment and legal expenses as well as general travel insurance, as no such cover is provided by Paragon Luxury Villas. We will not be liable for any damage, losses or expense arising due to or out of your failure to take out adequate travel insurance appropriate to your needs. By making a booking it will signify that you have done this and we will not remind you of this and in so doing you absolve Paragon Luxury Villas or its subsidiaries or representatives of any liability whatsoever in this regard. It is further recommended that the Client take out personal liability and accidental damage insurance for all members of the party to cover against accidental or negligent damage to the property, and protect against loss in the event of a deduction from the security deposit.
We endeavour to ensure that all the information and prices on our website are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check with us the current price and all other details relating to the arrangements at the time of enquiry and booking, before you make your booking.
13. Data Protection Act
14. Damage or Losses
A Property is typically someone’s home. Please treat the Property rented accordingly, and leave the Property and all its contents in good order and in an acceptably clean condition.
Any damage or losses caused during the Rental Period, as well as any special cleaning requirements will be the Guest’s responsibility and may be charged to the Guest’s account and deducted from the Guest’s security deposit. In cases of excessive or unacceptable loss or damage at any time during the Rental Period, we may require the Guest and their party, including visitors to vacate the Property immediately, without compensation or refund.
The Property and its facilities are available for the Guest’s full enjoyment during the Rental Period. However the Owner, Owner’s Representative, or other staff and contractors may need access to the Property from time to time (e.g. for maintenance purposes to the house, garden, swimming pool, utilities and services, or for the purposes of providing additional services requested by the Guest, etc.). The Guest is required to give them reasonable access to the Property for these purposes.
16. Number of Guests
The property is reserved exclusively for the people named on your holiday confirmation/invoice and no other persons (The number of persons – adults and children) staying at the Property must not exceed the maximum number of sleeping places indicated in the booking confirmation and reservation voucher, unless specifically authorized in writing, And no other persons are permitted to stay at the accommodation nor can you arrange for visitors to the property for the purpose of events like parties, celebrations or other large gatherings unless this has been agreed with us in writing and appropriate payments made (if applicable). Additional guests will be asked to vacate by property staff, accommodation supplier, PARAGON LUXURY VILLAS or other person in authority. No pets are allowed unless agreed in writing in advance.
Exceeding this number may invalidate any insurance policy on the Property. If you exceed the guest limit we may cancel your villa without a refund.
You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted on your holiday confirmation/invoice. On departure you should leave the accommodation in a reasonably clean and tidy condition so that we can efficiently prepare it for our next guests. If additional cleaning has been necessary, a charge will be made locally or an invoice will be sent to you on your return home. Please note that certain group bookings may only be accepted at selected villas.
17. Use of Property
All bookings are assumed to be for normal holiday purposes only, and the Guest agrees that the use of the Property will be limited to this purpose unless otherwise confirmed in writing.
If the Guest is planning to hold an event, such as a wedding or party, which involves having a larger number of people at the Property, or if the Guest is planning to use the Property for a purpose other than holiday, please communicate this to PARAGON LUXURY VILLAS at the time of booking, as special approval or arrangements may be required. Depending on the nature of the event, a surcharge and/or additional security deposit may be required, which will be agreed and confirmed in writing prior to confirming the reservation. Note that some Properties are in residential areas or estates, and some are subject to rules and regulations regarding their use. Therefore, it may not always be possible to grant permission for certain uses or activities due to these or other reasons beyond the control of PARAGON LUXURY VILLAS and the Owner.
If PARAGON LUXURY VILLAS has confirmed a booking which includes an event at the Guest’s chosen Property, in certain circumstances the Guest must then obtain permits from the police and the local community before the event can proceed. The Guest acknowledges and agrees that PARAGON LUXURY VILLAS the Owner and the Owner’s Representative cannot control the issue of these permits. If the police and/or the local community refuse to issue a permit for an event at the Property, the Owner or the Owner’s Representative will refund any event fee paid by the Guest to the Owner, however neither PARAGON LUXURY VILLAS, the Owner nor the Owner’s Representative will be liable for any further refund or payment to the Guest.
Self-catering accommodations require that the Guest supply all provisions and consumables necessary for daily living. The staff at the Property may accommodate any reasonable requests to purchase provisions on the Guest’s behalf, and this will be charged to the Guest’s account.
19. Conduct and Due Care
Properties are generally located in quiet residential neighbourhoods. The Guest is asked to respect this, and ensure that all guests and visitors to the Property behave appropriately. Illegal or immoral activities including gambling, prostitution, prohibited drugs, possession or use of pyrotechnics or dangerous goods, and possession or use of firearms and other weapons are all strictly prohibited. Smoking is generally prohibited unless stated otherwise in the booking confirmation or reservation voucher.
The Guest is responsible for the behaviour of the guests staying at the Property, as well as visitors to the Property during the Rental Period. Should any guest(s) or visitor(s) not behave in a suitable manner, the Owner or Owner’s Representative may, in their absolute discretion, require the Guest, their party and/or visitor(s) to leave the premises and/or vacate the Property immediately, without compensation or refund
In the interests of safety, due care should be taken at the Property at all times, especially with children. Suitable supervision should be given around pools, beaches and roads, and when using all Property’s facilities.
20. Valuables and Security
Any Guest valuables or property left or used at the Property are at the Guest’s own risk. Neither PARAGON LUXURY VILLAS, the Owner nor the Owner’s Representative accepts any responsibility for loss of or damage to Guest property. The Guest is responsible for the Property during the Rental Period, and must ensure that all windows and doors are locked securely when not on the premises. Any act or omission by the Guest, their party and/or visitors which may negate or prejudice the Property’s insurance policy and/or results in loss or damage is the Guest’s responsibility.
21. Theft, damage and illness
Subject always and without prejudice to section 25 (Our responsibilities and liability to you), we are not liable for any damage, losses or expense arising out of or otherwise connected with theft, burglary, illness, injury, death, cost, claim or other sum of any description where it is due to the act or omission of the person affected, a third party unconnected with our suppliers, or was unforeseeable and beyond the control of us and/or our suppliers.
22. Disabilities and other medical conditions
You must inform us before you book if anyone in your party has a disability or a medical condition. We will be happy to offer advice about suitable villa rentals, but where we are unable to accommodate the needs of the person concerned, we will not be able to confirm your booking.
If you do not impart any relevant information about guests with disabilities or serious medical conditions at the time of booking, we will not have the opportunity to attempt to meet those needs. This may result in the cancellation of your rental and you will be liable for any cancellation charges.
23. Special requests
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the Owner, but we can’t guarantee that they will be met and we will have no liability to you if they are not.
24. Our responsibilities and liability to you
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these conditions, we are responsible for damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if, either, it is obvious that it will happen or if, at the time the contract was made between us being upon our dispatch of the Confirmation of Reservation both we and you knew it might happen (if you discussed it with us during the booking process, for example).
We rigorously check the information that we provide about our villa rentals and reproduce this in our property descriptions in good faith, exercising all due skill and care.
We market and rent properties owned by independent suppliers and use reasonable skill and care when selecting suppliers of the services that comprise your villa rental. Our suppliers must meet our high standards, including regular maintenance of the properties.
Any special booking conditions required by property owners or their agents shall be binding and will be provided to you in writing.
- We are not liable for business losses. We only supply our villa-booking services for domestic and private use. If you use our services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
- We are not liable to provide services and will not be responsible in any way whatsoever for any damage, losses or expense due to or arising from any acts or omissions on the part of our suppliers including their employees and agents or other third parties, such liability rests solely with the relevant supplier(s) and/or third party/parties and their respective employees and agents.
- Where an unexpected breakdown in service occurs, we require our suppliers to resolve the issue swiftly. We are not liable for any interruption or failure of public utilities such as gas, electricity or water, or to similar disruption to internet connection or any damage, losses or expense you may suffer as a result of such interruption or failure. Where you experience such problems, we ask that you inform us and the property owner immediately in writing using the email addresses set out at clause 3 (Correspondence) so that we can try to rectify the situation.
- We are not liable for services or facilities outside of our agreement or any damage, losses or expense arising in connection with such services or facilities, meaning services and facilities not specifically stated on our website or within these conditions.
- We are not liable for any damage, losses or expense for any upset or suffering you experience as a result or arising out of your failure to supply relevant information when making and/or confirming your booking.
- Nothing in this Agreement shall limit or exclude our liability for anything that it would be unlawful to limit or exclude, which includes liability for:
- Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; and
- Fraud or fraudulent misrepresentation.
- For the avoidance of doubt, we do not pre-arrange multiple travel components or provide all-inclusive or any other ‘package’ type arrangements. We accordingly have no liability under the Package Travel, Package Holidays and Package Tours Regulations 1992 or related legislation or regulation as may be amended from time to time.
- Visa, passport and health requirements
- Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the arrangements you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.
25. Visa, passport and health requirements
Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the arrangements you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.
26. Your Responsibilities
You are responsible for securing all relevant and valid documents for your trip, such as passports, driving licenses or for checking in for any flights, trains or ferry services. We will not be liable for any damage, losses or expense you may suffer as a result or arising out of any discrepancies with such documents or services.
27. Local activities, facilities and excursions
Some facilities, activities and excursions could involve an element of risk. These activities, facilities and excursions are neither run nor controlled by Paragon Luxury Villas. If you wish to participate, purchase or make use of any optional activities, facilities or excursions that are not part of your pre-booked holiday, we regret that Paragon Luxury Villas 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.
28. PARAGON LUXURY VILLAS’ Responsibility
The descriptions, assessments and/or ratings of Properties and surrounding locations that PARAGON LUXURY VILLAS publishes or gives to the Guest (You the client) are provided in good faith and in the belief that they are accurate based on the latest information received. However, PARAGON LUXURY VILLAS cannot be held responsible for any last minute modifications to the Properties or inaccuracies. Where PARAGON LUXURY VILLAS publishes or refers to descriptions, assessments and/or ratings of the Property either by PARAGON LUXURY VILLAS or by third parties, these ratings are for information purposes only and PARAGON LUXURY VILLAS will not be held responsible for any reliance placed on these ratings.
While the vast majority of our guests enjoy problem-free holidays at our rental properties, if you are unhappy about the service you are receiving while at your villa rental, you must immediately make us and the property owner or local representative aware at the time so that the situation can be rectified to the best of our abilities. In order for the Guest’s complaint to be addressed, the Guest must communicate any problem whilst on location. If no complaint is reported during the Rental Period, PARAGON LUXURY VILLAS will assume that the Property was to the Guest’s satisfaction and no complaint will be entertained.
If the problem cannot be resolved locally, full details of any complaint must be received by us in writing within thirty (30) days of your return. We will respond within twenty-eight (30) days of receipt of your email. If you fail to inform us of your problem at the time or make a complaint in the required manner and time period, we will not be able to resolve the problem or investigate and your rights under this contract may be affected.
Paragon Luxury Villas – is committed to providing a great level of service to our clients. If you do not receive fulfilment from us we need you to voice this out. It will help us to keep our standards and ensure you and other guests have a trouble-free holiday.
If you have a problem with any part of your Villa/Castle, you must first inform the Property manager. Whose details are given on your Holiday confirmation, reservation voucher or arrival information and whom most of you will have met when checking in to the accommodation. If you feel that things are still unacceptable, your next call should be to our local property owner, Owners representative or our Local representative – their names and numbers will be given with the holiday confirmation (reservation voucher) Our experience has shown that the majority of problems can be resolved whilst you are in the destination and its representatives will endeavour to resolve all matters to your satisfaction.
In the unlikely event that a acceptable result cannot be reached whilst you are in the country of your destination, then you need to make an official complaint in writing to the us within 30 days of departing your accommodation. Please email any complaint directly to firstname.lastname@example.org
For complaints you will receive an acknowledgement of your complaint within 48 hours of us receiving your complaint (in working days – Mondays to Fridays UK time).
We will respond to the complaints raised by you within a ‘reasonable amount of time’ from the initial complaint being received.
We aim to answer all complaints within one calendar month from the date of our acknowledgement email. We will contact all persons involved in any complaint, whether this is the owner of the villa/castle, the local property managers or reps, to get additional information about the complaint and receive their response before we make any final decision as to the best way to resolve the complaint.
It is very important that PARAGON LUXURY VILLAS obtains the views of everyone involved in the complaint so that suitable actions can be made to resolve the situation and guarantee that it does not happen in the future.
ATOL bonding relates exclusively to package holidays (accommodation with flights, car hire etc.). We offer ‘accommodation only’ so an ATOL bond requirement does not apply.
The website contains copyright material, trade names and other proprietary information, including, but not limited to, text, software, photos, graphics and videos. The entire contents of the website are protected by copyright law. You may not modify, publish, transmit, participate in the transfer or sale, create derivative works, or in any way exploit, any of the content, in whole or in part. You may download information from the site for your own personal use only. You acknowledge that you do not acquire any ownership rights by downloading copyright material. We provide hypertext links to other sites operated by other people. Using such a link means you are leaving our site and we take no responsibility for, and give no warranties, guarantees or representations in respect of these linked sites.
By making its booking request, the Guest agrees that these terms and conditions have been read, understood and have been accepted and agreed to by the Guest (the Client) without reservation and without exception.
If any of the conditions of this Rental Contract are or become or are deemed to be invalid, or if there is any omission from any terms and conditions, the remaining terms and conditions will remain valid and enforceable and cannot be contested.