TERMS AND CONDITIONS

The Terms & Conditions (“booking conditions”) below apply to all accommodation-only bookings made with DKollection Ltd (“DKollection”). For the purpose of these booking conditions ‘accommodation-only’ includes any bookings where additional services have been requested but do not, when combined, constitute a Package holiday or Linked Travel Arrangement as defined within The Package Travel and Linked Travel Arrangements Regulations 2018.

We are registered in England and Wales under company number 14346570. Our registered office address is: 51-53 West Street, Brighton, East Sussex, BN1 2RA.

These booking conditions form the basis of your accommodation-only contract with DKollection. Please read them carefully as they, together with the specific information about your confirmed arrangements, set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.

Except where otherwise stated, these booking conditions only apply to booking arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to your “stay”, “booking”, “contract” or “arrangements” mean such booking arrangements unless otherwise stated.

In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking. “We”, “us” and “our” means DKollection.

1. BEFORE YOU BOOK

1.1. Choosing Your Property

We hope your booking will live up to expectation, so it is very important that you choose the right location for you. It is important that you also conduct your own independent research to ensure you are happy with the arrangements being made. Please visit the Foreign, Commonwealth & Development Office website at https://www.gov.uk/foreign-travel-advice or visit www.gov.uk/travelaware. Packed with essential travel advice and tips, these websites offer a wealth of country-specific information. The advice can change, so please check regularly for updates.

1.2. Minimum Length of Stay

• 1.2.1. There is a minimum stay of 2 nights throughout all our properties, seasonal exceptions apply.
• 1.2.2. A minimum of 3 nights applies to Weddings.

1.3. Age

Only persons above the age of 21 may book our properties.

1.4. Arrival and Departure Guidelines

• 1.4.1. Unless otherwise stated in writing, check-in is from 3:00pm local time and check-out is by 11:00am local time.
• 1.4.2. Early check-in and late check-out may be requested up to a maximum of two (2) hours before check-in or after check-out time and are subject to prior written approval and availability.
• 1.4.3. Where approved, early check-in or late check-out will be charged at £100 GBP or $100 USD per hour.
• 1.4.4. Any check-in or check-out beyond the approved time window, or without prior written approval, may be charged at the full nightly rate.

1.5. Health and Accessibility Policy

Certain properties or locations may not suitable if you have a disability or have reduced mobility (including being confined to a wheelchair). Therefore, in the interest of your safety and comfort, you must be fit enough to travel or alternatively you must have an able-bodied carer to assist you. Please note that some properties may require substantial transfer times. As vehicle and road standards may not be comparable to that of the UK, please keep this in mind when considering any personal health concerns, as well as your general comfort.

• 1.5.1. If you have any medical condition or disability which may affect your booking or any special requirements because of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of reservation and whenever any significant change in the condition or disability occurs.
• 1.5.2. You must also promptly advise us if any medical condition or disability which may affect your booking develops after your booking has been confirmed.

1.6. Identification

• 1.6.1. All guests will be required to provide an authorised and valid form of identification before a booking can be confirmed.
• 1.6.2. Any guest staying at one of our properties without valid identification may be asked to leave the property.

1.7. Public Holidays / Local Festivals / Events

• 1.7.1. Virtually all countries have public holidays, religious or otherwise.
• 1.7.2. These festivities may temporarily disrupt your booking.
• 1.7.3. They can be somewhat chaotic but are generally great fun to be a part of.
• 1.7.4. Please research your destination, if you have concerns about the impact these may have on your booking.

2. ACCOMMODATION SERVICES

2.1. Serviced Accommodation

• 2.1.1. In some, not all, of our properties, the accommodation may be serviced.
• 2.1.2. Such services will be materially as described on our website and in your booking confirmation.
• 2.1.3. Should you require additional services not included in your booking confirmation these will be payable.
• 2.1.4. These can be booked in advance by contacting our enquiries team.

2.2. We may offer the following services: subject to changes

• 2.2.1. Groceries and Fees: A standard service fee of 35% is applied to the total cost of groceries purchased for your stay.
• 2.2.2. This fee covers the cost of shopping services, including petrol and shopper time.
• 2.2.3. Additional Shopping Trips: One initial shopping trip is included in the service fee.
• 2.2.4. Any additional shopping trips beyond the initial trip will incur an extra fee of $100 USD plus applicable charges to cover petrol and shopper time. Please be aware of the additional charges associated with repeated shopping trips. To minimise these charges, you are encouraged to provide comprehensive preference sheets prior to your stay. You will be reminded after the first shopping trip that any subsequent requests for additional items will incur an extra charge.
• 2.2.5. Additional Guests: Day passes are subject to prior written approval and availability. Guests attending the property on a day-pass basis are not permitted to stay overnight under any circumstances. Approved day-pass guests will be charged as follows: $100 USD per person for properties in Mexico and £50 GBP per person in the UK, unless otherwise stated in writing.
• 2.2.6. Any unapproved additional guests, or any day-pass guest remaining at the property overnight, will be treated as a breach of the booking conditions and may result in immediate termination of the stay without refund, as well as the application of over occupancy fees and/or additional charges of $5,000 USD per booking or 10% of the accommodation cost, whichever is greater.

2.3. Fees & Taxes

Unless otherwise stated, your booking does not include visa fees, overseas airport taxes, overseas porterage or local taxes, levies or other compulsory charges that require payment by you, directly.

2.4. Peak Season Supplements

• 2.4.1. During peak periods such as Christmas and Easter when demand outstrips the supply of accommodation, you may find that supplements are added to the cost of your booking. The supplements may be for certain accommodation on specific dates.
• 2.4.2. The cost of these supplements will be quoted to you at the time of booking.

2.5. Services outside of your contract with DKollection

• 2.5.1. If you have made any independent arrangements to complement the accommodation services being provided by DKollection, we will not be liable to you for these elements of your trip and your contract will be directly with the third-party suppliers.
• 2.5.2. We do not allow external vendors to attend or provide services any of our properties without our prior written consent.

3. PETS

Pets are strictly prohibited at all properties operated by the Company.

Any unauthorised pets will not be allowed to remain on the property and may result in termination of the booking without refund and additional cleaning charges.

4. SMOKING

Smoking is permitted in all outside areas of the properties, excluding beaches and any other public spaces.

• 4.1.1. Smoking is not permitted inside the properties.
• 4.1.2. If additional cleaning, fumigation, or repairs are due to smoking, an additional cleaning fee will be charged and deducted from the security deposit or charged separately where necessary.

5. WEATHER

World weather is becoming more erratic and unpredictable, and we cannot be held responsible for disappointment or disruption to your booking due to bad or unusual weather conditions.

6. BOOKING & PAYING FOR YOUR STAY

6.1. Reservation Deposits

To secure your reservation, you must pay a deposit by debit card, credit card, or bank transfer.

• 6.1.1. If your booking is made within 60 days of your arrival date, the full price of the booked arrangements is payable at the time of booking.
• 6.1.2. If your booking is made 60 days or more prior to arrival, a 50% deposit is required at the time of reservation with the remaining balance due 60 days prior to arrival.
• 6.1.3. Please refer to the cancellation policy and schedule in clause 7.4.
• 6.1.4. Balance reminders will be sent to the email address provided at the time of booking (please check your junk/spam folders). However, it remains your responsibility to ensure that all payments are made on time.
• 6.1.5. If the deposit and/or balance is not received by the due date, we reserve the right to cancel your booking and retain your deposit as a contribution towards the applicable cancellation charges.

6.2. Security Deposit

A security deposit is required for all reservations. The amount will be the greater of $2,500 USD, £2,500 GBP, or 10% of the total accommodation cost, unless a higher deposit applies to your booking (which will be communicated to you prior to confirmation).

• 6.2.1. The security deposit is held against any damage, breakages, excessive cleaning charges, or other reasonable costs incurred during your stay.
• 6.2.2. The deposit will be refundable only as set out in these booking conditions.
• 6.2.3. At the time of booking, you will be required to provide your title and full name exactly as shown in your passport.
• 6.2.4. The security deposit will be refunded within 7 days, and no later than 28 days after your departure from the accommodation, less any deductions reasonably required for damages, excessive cleaning, or other costs.
• 6.2.5. If the value of any damage or loss exceeds the amount of the security deposit, we reserve the right to require additional payment.
• 6.2.6. The deposit will only be refundable as set out in these booking conditions.
• 6.2.7. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason.

6.3. Amendments

If you wish to make a modification to your proposed arrangements, we will try to assist but shall have no liability to you for a failure to accommodate any requested amendment.

• 6.3.1. An admin fee of $50 USD or £50 GBP will be applied for any administrative change.

6.4. Price Accuracy and Service Amendments

• 6.4.1. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease and correct errors in advertised prices and to change any of the service information as may be required.
• 6.4.2. Changes will be made known to you at the time of booking.
• 6.4.3. Please be aware that some of our pricing may be dynamic and may fluctuate depending on the property location and the time of year you are requesting the booking.

6.5. Confirming Your Booking

• 6.5.1. A booking is not accepted until we issue an invoice.
• 6.5.2. The date shown on the invoice, which will be sent to you, is the date of booking.
• 6.5.3. It is important to check the details on the invoice when you get it. If any details appear to be incorrect or incomplete, please contact us immediately as it may not be possible to make changes later.
• 6.5.4. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out.
• 6.5.5. We will do our best to rectify any mistake notified to us outside these time limits, but you must meet any costs involved in doing so.

6.6. Villa Occupancy, Occupancy Levels and Fees

Please note that your reservation is valid for the total number of guests listed on your confirmation invoice/documentation.

• 6.6.1. Additional guests are welcome after the point of booking, if capacity allows.
• 6.6.2. These will be treated as booking amendments and will incur a $50 USD or £50 GBP per person fee.
• 6.6.3. The villa is available for use only by the persons listed on the confirmation invoice.
• 6.6.4. Exceeding the contracted number of occupants using the villa for any period, without prior written agreement from us, will result in a charge of an over-occupancy fee of $5000.00 or £5000 GBP.
• 6.6.5. You will be required to provide us with postal addresses and passport details for all individuals travelling, to comply with overseas local laws and regulations, within 7 days of booking.
• 6.6.6. We welcome same-sex couples and events for all occasion.

7. YOUR COMMITMENT TO US

7.1. Booking Conditions

• 7.1.1. Where a deposit is paid at the time of booking, the balance of the price of your arrangements must be paid 12 weeks before your departure date.
• 7.1.2. When you make a booking, you as the lead name confirm that you understand and have accepted these booking conditions.
• 7.1.3. You confirm that you have the authority to accept, and do accept, these booking conditions on behalf of your booking party.
• 7.1.4. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.

7.2. Insurance

It is your responsibility to ensure you are adequately insured.

• 7.2.1. We strongly recommend that you take out travel insurance which should include, but should not be limited to, cover against the cost of cancellation and assistance (including repatriation) in the event of accident or illness.
• 7.2.2. It is important that you have insurance cover and that it is adequate and suitable for your needs.
• 7.2.3. If you fail to take out insurance and must cancel your booking, you will be charged in accordance with our normal terms and conditions, see 8.4 – Cancelling Your Booking.
• 7.2.4. Furthermore, if you require medical/any other form of assistance whilst in your accommodation you will not be covered and you in turn may incur significant costs.
• 7.2.5. Please read your policy details carefully and take them with you on your stay.

7.3. If You Want To Change Or Cancel Your Booking

If you want to change any part of your booking after the invoice has been issued, we will do our best to assist but it may not be possible.

• 7.3.1. Any request for changes must be made in writing by the person who made the original booking (lead name).
• 7.3.2. Changes are subject to an administration charge (see 6.2) and payment of any further costs incurred as a result.
• 7.3.3. You should be aware that any such costs are likely to increase, the closer to the departure date the changes are made.
• 7.3.4. If you change the number in your party, the accommodation price may be re-calculated.
• 7.3.5. If the party size is reduced, this could mean the remaining members paying more due to under-occupancy.
• 7.3.6. If we agree that you may change your booking to a booking of lower value and then you cancel that booking, we reserve the right to levy cancellation charges on the value of the original booking.
• 7.3.7. It will not be possible to make changes within 30 days of your scheduled arrival date.

7.4. Cancelling Your Booking

It is important to enquire for full details of cancellation terms at the time of booking and cancellation.

• 7.4.1. We would strongly recommend that you take out appropriate travel insurance which to include cover against loss of deposit and cancellation fees.
• 7.4.2. If you or anyone on your booking decides to cancel the booking, the lead name or their travel agent must notify us of the decision in writing as soon as possible.
• 7.4.3. Any notification by telephone must also be confirmed in writing.
• 7.4.4. Cancellation will take effect from the day written confirmation is received by us.
• 7.4.5. A cancellation invoice will be sent within 7 days.
• 7.4.6. If you do not receive this, please contact us immediately to prevent an increase in charges.
• 7.4.7. Since we incur costs in cancelling your travel arrangements, the following scale of charges will be payable.
• 7.4.8. Insurance premiums and amendment charges are not refundable in the event of cancellation.
• 7.4.9. References to the deposit (see 8.1) include all sums paid or payable at the time of booking.
• 7.4.10. If notice of cancellation is received within the following periods prior to arrival, the corresponding charges will apply:

If notice of cancellation is received by us in period prior to arrival below	Refund Amount
If you cancel within 48 hours of making the reservation, provided that your stay does not fall within the cancellation windows below	100% of the total booking cost will be refunded.
61 days or more prior to arrival.	50%
60 days or less prior to arrival.	0%
For all bookings with stay dates between 19 December and 7 January	A refund will not be issued under any circumstances, regardless of when the booking was made.

8. IF WE CHANGE OR CANCEL YOUR STAY

8.1. Website Accuracy

We rigorously check the information about our properties to ensure it is correct to the best of our knowledge before being published. Product descriptions and facilities may change before and after you book and it is worth noting that our website is prepared well in advance.

8.2. Pre-Departure Changes

We hope and expect to be able to provide you with the services we have confirmed to you at the time of booking.

• 8.2.1. We plan arrangements a long time in advance of your stay using independent suppliers over whom we have no direct control.
• 8.2.2. In exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked or your accommodation may have to be changed for other reasons.
• 8.2.3. On these rare occasions, changes do have to be made and we reserve the right to make these at any time.
• 8.2.4. Most of these changes are minor, in which case we will notify you or your travel agent of the change accordingly.
• 8.2.5. Occasionally, however, changes are major.

8.3. Minor Changes

If a minor change is made to your booking, the options set out in Clause 8.4 will not apply.

8.4. Major Changes

If a major change is made to your booking, we will inform you or your travel agent as soon as reasonably possible, if there is time before your departure. If a major change is made, we will offer you the choice of the following options:

• 8.4.1. Accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service).
• 8.4.2. Selecting an alternative service from us, of a similar standard to that originally booked if available.
• 8.4.3. If this booking is cheaper than the original, we will refund the price difference.
• 8.4.4. You will be liable to us for any additional costs payable for the new arrangements; or cancelling the booking or accepting our cancellation of the booking, in which case you will receive a full refund of all monies you have paid to us.

8.5. If We Cancel Your Booking Before Your Departure

We will do our best to avoid cancelling bookings; however, we reserve the right to do so.

• 8.5.1. In the first instance, we will endeavour to provide alternative arrangements.
• 8.5.2. In some instances, we will pay compensation (see Clause 8.6 – Compensation).
• 8.5.3. We will only cancel your confirmed booking after you have made full payment where we are constrained to do so as a result of ‘force majeure’. If your booking is cancelled, you may be entitled to a refund of all monies paid.

8.6. Compensation

If we have to make a major change or cancel, we may, where appropriate, pay you compensation by way of a credit voucher for the sum of the booking.

8.7. Changes Due To Circumstances Beyond Our Control (‘Force Majeure’)

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of unusual or unforeseeable circumstances beyond our control ("force majeure").

• 8.7.1. These can include for example, whether actual or threatened, amendment or cancellation in the event of war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, adverse weather conditions, epidemics or pandemics or other outbreaks of illness, fire and other situations which are outside of our control.
• 8.7.2. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.

9. OUR RESPONSIBILITY FOR YOUR BOOKING

9.1. Limitation of Liability

We accept responsibility for ensuring that the accommodation arrangements you book with us are supplied as described in this website or as set out in your booking confirmation.

• 9.1.1. If any part of your accommodation arrangements is not provided as promised, we will pay you appropriate compensation if this has affected the enjoyment of the arrangements.
• 9.1.2. We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents, our suppliers and sub-contractors, whilst acting within the scope of, or in the course of their employment in the provision of your accommodation arrangements. We will accordingly pay to you such damages as might have been awarded in such circumstances under UK Law.
• 9.1.3. In all circumstances you should maintain the same level of diligence and care as you would at home with regard to your personal safety.
• 9.1.4. Services and/or activities contracted by you with local (or other) suppliers directly are outside the scope of our liability to you and we will not be liable in the event that you are found to have put yourself at risk, been negligent, been under the influence of alcohol or any other substances, or otherwise behaved in an inappropriate or reckless manner.
• 9.1.5. Some services within, or in the vicinity of, your accommodation may not be provided directly by the accommodation owner/supplier and, as such, neither we nor the accommodation owner/supplier will be liable for the provision of such services (e.g. water sports, sunbeds, vendors, beach massages, etc.).
• 9.1.6. We will have no liability for the criminal acts of local suppliers, our-sub-contractors, their employees, sub-contractors or agents.
• 9.1.7. In all circumstances where we have a liability to you, this will be limited to twice the price of villa-only arrangements (excluding cases of personal injury/death, damage caused intentionally or with negligence, or where we are not entitled to limit any liability by law).

9.2. Services Outside Of The Contract

Please note, we cannot accept responsibility for any services which do not form 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 care and skill as set out above and we do not have any greater or different liability to you.

9.3. Local Standards

The promises we make to you about the service we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the service in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. Please note, however, our obligation is to exercise reasonable care and skill. We do not make any representation or commitment that your accommodation will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.

9.4. Transfer of Rights

If we make any payment to you or any member of your party for death, personal injury or illness, you must agree to transfer to us or our insurers any rights you may have to take direct action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment that we make.

9.5. Local Purchases

• 9.5.1. We cannot accept responsibility for any items you may purchase locally e.g.: jewellery/furniture etc. and the quality and value of such cannot be guaranteed.
• 9.5.2. We recommend that you check whether any extra charges will be payable for import duty or freight as we are unable to assist with any costs you may incur in this respect.
• 9.5.3. Whilst you are on your stay you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by DKollection, and for whom DKollection acts only as an agent (if we make a booking for you). If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your contracted booking arrangements with us.
• 9.5.4. The contract will be subject to the excursion/activity provider’s terms and conditions, some of which may exclude or limit its liability to you and will be governed by local law and jurisdiction.
• 9.5.5. DKollection accepts no liability for any breach of contract or act or omission of any excursion/activity provider.
• 9.5.6. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy.

9.6. Financial Protection

Bookings which do not constitute a Package holiday or Linked Travel Arrangement as defined within The Package Travel and Linked Travel Arrangements Regulations 2018 are not protected in the event that we become insolvent. Where you have not booked a Package holiday or Linked Travel Arrangement, you should ensure that you secure adequate insurance to protect yourself against any outlays.

9.7. Pricing Errors

Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur.

• 9.7.1. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible.
• 9.7.2. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different booking. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your booking or any quoted alternatives.

9.8. If We End Your Stay Before Departure

Very rarely, we may be forced by "force majeure" circumstances outside of our control (see 8.7) to change or terminate your booking before departure but before the scheduled end of your time away.

• 9.8.1. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
• 9.8.2. Please ensure you have adequate travel insurance in place to cover any such eventuality.

10. DURING YOUR STAY

10.1. Behaviour

When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay.

• 10.1.1. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the us or our local property managers, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property.
• 10.1.2. Full cancellation charges will then apply, and no refund will be given.
• 10.1.3. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated.
• 10.1.4. If you or your travel party cause damage to the accommodation in which you are staying, you must fully reimburse us for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later.
• 10.1.5. You must also indemnify us for any costs incurred in rectifying the property as a result of any damage caused by you or your travel party.

10.2. Personal Belongings and Lost Items

For security reasons valuables should be kept to a minimum and packed in your hand luggage along with your medicines, camera, film, electrical or battery-operated appliances, as well as essentials such as a change of clothing and toiletries.

• 10.2.1. It can be easy to lose items, but it is your responsibility to look after your property at all times, and you must ensure you are adequately covered by comprehensive insurance.
• 10.2.2. If you lose any personal items whilst on your stay, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.

10.3. Departing The Property

Guests are expected to leave the property in a reasonably clean and orderly condition at the end of their stay, consistent with normal residential use. This includes, but is not limited to, disposing of rubbish, leaving furniture in its original position, and avoiding excessive mess or soiling.

• 10.3.1. The cost of standard end-of-stay cleaning is included in your booking. However, if additional cleaning beyond the standard level is required due to excessive mess, stains, odours, rubbish accumulation, misuse of facilities, or failure to comply with house rules, the cost of such additional cleaning will be deducted from the security deposit or charged separately where necessary.
• 10.3.2. DKollection reserves the right to charge for any additional professional cleaning, laundry, fumigation, or specialist services required to restore the property to its usual standard.

11. IF YOU HAVE A COMPLAINT WHILE YOU ARE ON YOUR STAY

11.1. Seeking Assistance

If you have cause for complaint whilst on your stay, you must bring it to the attention of our property manager, or, if the property has no property manager, you may contact us directly.

12. ON RETURN FROM YOUR STAY

12.1. Curtailment

If you cut short your stay and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided or where or liability to you is otherwise limited as per Section 9 (Our Responsibility for Your Booking) clause 9.1 (Limitation of Liability) we will not offer you any refund for the remainder of your booking not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

12.2. Surveys

Your feedback is very important to us. As a valued customer, we may periodically send you email surveys to complete, so we can track your satisfaction throughout the course of your booking journey. We would like to know about your experience with DKollection before, during and after you travel and whether there are any elements of our service that you feel we could look to improve along the way.

12.3. If You Had a Problem

If a problem remains unresolved during your stay, you should make a complaint in writing to DKollection within 28 days of the completion of your stay.

• 12.3.1. Please direct your correspondence to our Operations Manager at Leonor.agua@dkollection.com and remember to quote your booking number, along with a daytime telephone number.
• 12.3.2. We will acknowledge your correspondence as soon as possible and aim to reply to you within 28 days.

12.4. What Happens to Complaints After your stay

If you have a complaint post your stay, please contact us directly and we can assist you further.

• 12.4.1. Please bear in mind that we are only liable to compensate you in line with these booking conditions.
• 12.4.2. Clause 8.5.1 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care.

12.5. Law & Jurisdiction

We both agree that UK Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us (except as set out below). We both also agree that any claim by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, UK law will apply).

13. IMPORTANT INFORMATION

13.1. Health & Vaccinations

Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective by the date of travel. It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org

13.2. Passports & Visas

Please remember that every traveller (including all children from birth) will need a valid passport to travel abroad.

• 13.2.1. If your passport is endorsed in any way, requirements should be checked with the relevant embassy.
• 13.2.2. For more information visit the www.gov.uk website. Visa information can change at short notice, please check www.gov.uk/foreign-travel-advice for the latest information. For assistance with any visa enquiry we recommend to make the most of your trip abroad, check out the Foreign, Commonwealth and Development Office website at www.fco.gov.uk/travel. Packed with essential travel advice and tips, this website offers a wealth of country-specific information that only the FCDO can provide.