Booking Conditions

Real Tours is a trading name of Real Tours Limited, Company Number 06761403, Registered Office Grosvenor House, Mutley Plain Lane, Plymouth, PL4 7DS. Our ATOL number is 9816. The ATOL number relevant to your booking will appear on your receipt.

Our Agreement with You

1. Your Travel Booking
Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. If you are under 18 years old an adult must accompany you on your journey. There may be other restrictions on some offers, but these are explained in the details of those offers.
When you ask for your booking to be confirmed, we will confirm the booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we will send you a Confirmation Invoice within 14 days. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc). In these instances we may issue a Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us or your travel agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund.
Your contract will either be with us or with another supplier of travel services and this will depend on the type of arrangements you book: Your contract will be with us if we arrange at least two or more of the following services when the services are taken together and also either cover a period of more than 24 hours or include overnight accommodation:- (a) transport; (b) accommodation; and (c) other tourist services not ancillary to transport or accommodation which account for a significant part of the arrangements. But we will need to be aware that you have made more than one arrangement with us and the arrangements must have been charged for by us at an inclusive price. For all other arrangements, we are the Booking Agent for a number of suppliers. Your contract will be with the supplier and we accept no responsibility for their actions or omissions. Copies of the conditions of your contract with your supplier are available on request from us and we recommend that you ask for them and read them before you book so that you are aware of how they may affect your booking. If we are the supplier's Booking Agent, the clauses set out below that refer to your booking as a "holiday" will not apply to you.

2. The Price You Pay
All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices can go up or down. We will be able to tell you the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking. We reserve the right to increase the price of your holiday after you have booked but no later than 30 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made. If we are your Booking Agent (see section 1 above), then we, acting on behalf of your supplier, will pass on any price increase in accordance with the conditions of the contract with your supplier. For all other arrangements, after a Confirmation Invoice has been sent to you, any increase to your holiday price will be as the result of changes in our costs of supplying your holiday resulting from transportation charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract with the transport provider), currency fluctuations and government action. An administration charge and any relevant travel agent's commission is included within these amounts. If the increase would be 2% or less of the holiday price shown on your Confirmation Invoice (excluding insurance premiums and any amendment charges), we will absorb the changes in our costs described above and will only pass on any increase above that level. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above), but we will refund in full amounts exceeding such 2%, after deducting an administration charge of £5.
If the increase is more than 10% of the holiday price (calculated as above), then : -

1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund of all monies paid to us except any amendment charges; we will only consider an appropriate refund of insurance premium paid if you can show us that you are unable to transfer or re-use your policy; and
2. The increase will be considered a Major Change as described in section 4 below and, unless you choose to cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those circumstances, but in either case you will receive compensation in accordance with section 4. The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us.

3. If we cancel your booking
If we are your Booking Agent, your contract with your suppliers may allow them to cancel bookings. Where this occurs, we will ensure that you are promptly notified of any significant changes e.g. to airline flight times and routes, but accept no liability for the changes or costs incurred which may result. For all other arrangements we aim to provide your holiday as booked. But if, for example, there are not enough people booked on your holiday or you do not pay the balance of the holiday price on time, we may cancel it. We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday you can either have a refund or accept a replacement holiday from us of equivalent or closely similar standard and price (if one is available). In either case, we will pay you compensation, using the scale shown (unless we cancel your holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the 'Important note - events beyond our control') and we will always refund the difference in price if the replacement holiday is of a lower standard and price. We will not cancel your holiday less than eight weeks before you go, unless this is the result of one of the events in the 'Important note - events beyond our control'.

4. If we change your booking details
If we are your Booking Agent, your contract with your suppliers may allow them to change your booking details. Where this occurs, we will ensure that you are promptly notified of any significant changes e.g. to airline flight times and routes, but accept no liability for the changes or costs incurred which may result. For all other arrangements, we hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure. Flight timings shown by us are for guidance only and may change. Your Confirmation Invoice will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e ticket itinerary), which you should check carefully as soon as you receive it.

Major changes to your holiday
Occasionally, we have to make major changes to the tour or accommodation making up your holiday with us. If we tell you about any of these changes after we have confirmed your holiday booking, you may either:

• accept the new arrangements offered by us; or
• accept a replacement holiday from us of equivalent or closely similar standard and price, if one is available; or
• cancel your holiday with us and receive a full refund of all monies paid.

Either way, we will pay you compensation, using the Compensation table shown, unless the change is for reasons beyond our control (see the 'Important Note - events beyond our control') and we will always refund the difference in price if the replacement holiday is of a lower standard and price. Major changes for which we will always pay compensation, using the scale shown, may include the following changes: a significant change of destination; a change in accommodation to that of a lower category, a change in the time of your departure or return flight by more than 12 hours, a change of UK departure airport (excluding changes between London airports, London and Ashford stations and between Dover/Folkestone ports) but see also 'Important note - events beyond our control'. These changes are only examples and there may be other significant changes which constitute major changes. This standard payment will not affect your statutory or other legal rights. We will only make one payment for each full-fare-paying adult in the holiday booking. Any children not paying the full adult fare will receive 50% of these amounts. Children using a free child place will not receive any standard payment.

Compensation
These scales are based on how many days before your booked holiday departure we tell you of a major change. See also the 'Important note - events beyond our control'.

Important note - events beyond our control
Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, technical problems with transport including changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events. In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights came into force. This law granted rights to passengers including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights is publicised at EU airports and is also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us or your supplier if we are their Booking Agent.

5. Our responsibility for your holiday
We will arrange for you to receive the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. Except where we are a Booking Agent we are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). If any part of your holiday is not provided as described and this spoils your holiday, we will pay you appropriate compensation (see the 'Important note - events beyond our control'). Also, if you buy a local excursion or tour through one of our official representatives, we will pay you reasonable compensation if it is not as advertised in our literature. We have taken all reasonable care to make sure that all the services which make up the holidays advertised by us are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided.
However, overseas safety standards are generally lower than in the UK, for example few hotels yet meet EC fire safety recommendations even in Europe.

Your Agreement with Us

6. Your contract
By asking us to confirm your booking, you are accepting that the terms of this Agreement (and the conditions of any contract made with your suppliers) applies to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party (see Data Protection in All You Need to Know). Your contract with us is subject to the laws and jurisdiction of England and Wales. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

7. Paying for your travel arrangements
Full payment is required at time of booking, unless otherwise specified by your contact at Real tours. If a deposit is taken, then the terms of payment (dates, amounts and any other relevant information) will be specified on your receipt. If these terms are not strictly adhered to, Real tours reserves the right to cancel your travel arrangements with no compensation being due in this eventuality.

8. If you change your booking

1. If you want to change any details of your booking (such as changing to a different hotel or changing your point or date of departure) or to cancel an optional extra you have booked, we will do our best to help but please note that we usually treat amendments that would lower the basic price of your holiday as a different holiday (see 11.4 below). We charge an 'Amendment Fee' for each detail of the booking which you change. If you make the change more than 56 days before departure, the fee will be £35 per change per person. If you make the change within 56 days of departure, the amendment fee will be £50 per change per person.
2. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your travel arrangements.
3. Name change, and or departure details such as date and time changes are not always allowed by airlines and other transport providers whenever they are made. Whilst we will do our best to change the details of the booking, please bear in mind that most airlines and other transport providers treat name and departure detail changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in you having to pay for the cancelled ticket and buy a new ticket at full cost.
4. If, within 56 days of departure, you want either to change to a different holiday or you wish to change your departure date to a later date, you will have to pay cancellation charges (see section 12). If the change means we must send you new tickets, we cannot give you any refund until we have received all your old travel documents, including tickets.
5. Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and it is not covered by our recommended Insurance.
6. Except where we are your Booking Agent and subject to clause 11.3 above, if you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions:
• You must sign an amendment/cancellation form authorising us to make the transfer;
• The person to whom you transfer your holiday booking must comply with all the terms of the existing booking;
• That person must sign a holiday booking form accepting the transfer and the terms of Our Agreement;
• That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded);
• We will also charge amendment fees in accordance with section 11.1 above. This will be added to the new Invoice issued to that person;
• You cannot transfer a holiday booking within 14 days of departure; and
• You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it.

9. If you cancel your booking

If you want to cancel your booking or part of it, you must advise us in writing, which should be sent to Real Tours Customer Services, Grosvenor House, Mutley Plain Lane, Plymouth, PL4 7DS. The letter must be signed by the lead name on the booking and once we receive it you should expect to receive a Cancellation Invoice within 14 days. If you do not then please contact us to ensure your letter has been received. To cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation charge on the scale shown below. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your form or letter - the more notice you give, the less we will charge. If you are travelling on a scheduled flight, we cannot give you any refund until we have received your old travel documents, including tickets. Please return them to us immediately. Please note that for certain travel arrangements e.g. coach tours and many scheduled transport providers the cancellation charge may be higher than those shown. In the majority of cases a 100% cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details of cancellation charges at time of booking. If you have taken out our recommended Insurance policy, you may be able to claim for the cancellation charge. You will find details on the Insurance page. If you have taken out other holiday insurance, please check your policy.

Cancellation charges
These charges are based on how many days before your booked departure we receive your cancellation notice. These charges are a percentage of the total cost of your booking, not including your insurance premium.

10. If you have a complaint
If we are the Booking Agent, your contract with your supplier may have a complaints procedure to follow (see Section 1). If your contract is with us and you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact us straight away by telephone/fax/email and we will endeavour to assist. If you are still not satisfied on your return home, you must write to our Customer Services at Real tours, Grosvenor House, Mutley Plain Lane, Plymouth, PL4 7DS within 28 days of returning from your holiday. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, then we may not be able to deal positively with any complaint on your return. Please submit any complaint within 28 days to allow it to be investigated properly.

11. Your accommodation
The accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on any Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay, except damage caused by persons not known to you. These charges must be met by you and may have to be paid locally.

Essential Travel Information

ACCURACY
All facts on this site are checked by Real Tours in consultation with overseas staff and hoteliers. Changes can occur, however, after the brochure is printed, which are beyond our control. If you've not yet booked your holiday, ask your travel agent for updates. If you have already booked, we'll do our best to tell you about changes, if there is time, before departure. The most frequent changes include:

• Tours, safaris and cruises: Local conditions may demand a change to the amount of time spent in a town or resort, or even eliminate a stop altogether. Weather conditions, safety factors and other circumstances beyond our control may mean we must change the cruise itineraries during the cruise or at very short notice before departure.
• Meal Service: Hoteliers may decide to change from buffet service to waiter service - or vice versa.
• Sea views: May become partly blocked by trees from both public areas and guest rooms.

ARRIVING/DEPARTING YOUR ACCOMMODATION
Several of our flights are overnight, landing in the resort early in the morning. As 12pm to 2pm is the accepted time for check-in at most hotels, there may be occasions when rooms are not ready for immediate occupation. Occasionally this check–in time may be later at peak times. If you are arriving early and require your room to be available for immediate occupation then we recommend prebooking the room from the night prior to arrival. On the day of departure, you will usually be requested to vacate your room by 10.00am and most hotels will look after your luggage and provide a day room if your flight is not until the evening. You may have to pay a supplement if you wish to retain your room until the evening. All Inclusive facilities are not normally available after check-out. Your Confirmation Invoice will confirm the number of nights reserved for you.

BUILDING WORK
Many overseas resorts are still developing and there may occasionally be building work taking place in the vicinity of the hotel. If possible, we will always try to notify you of such work prior to departure. In less well developed countries, there may be occasional interruption to public utility supplies such as power and water.

CHILD OFFERS AND PRICES
Accommodation: In many hotels, up to 2 children may not incur a cost if sharing a room with two adults. In these cases, they may have to share the adult beds or 'rollaway' beds are provided which are usually single bed size but can be smaller. If a child is sharing with a single adult then they must pay the full twin person price. In many apartment style hotels, the price of a room or apartment is for the apartment and not per person and so child discounts do not apply.

Insurance: All children and infants must be adequately covered.

CURRENCY REGULATIONS
Although there are no longer currency restrictions for British holidaymakers, some countries limit the amount of local currency you can bring in or take out. Please ask your bank for the latest advice.

• It's safer to carry most of your holiday money in travellers' cheques. They can be replaced quickly and easily as long as you have a record of the cheque numbers.
• A small amount of foreign money can be very useful when you arrive abroad, as is some sterling when you return to the UK. Scottish bank notes can cause confusion and it is probably best to take English notes. Make sure to set aside sufficient currency in order to pay the relevant Departure Tax for all those in your party.
• Mastercard, Visa and other major credit cards are widely accepted abroad in larger hotels and resorts and can often be used in automated cash dispensers with your usual PIN number. Note that these may be available in major cities but are unlikely to be available in out-of-the-way locations and you should carry sufficient local currency and travellers' cheques for these parts of your holiday.

CUSTOMER SERVICES
To contact our Customer Services Department, please write to Real Tours, Grosvenor House, Mutley Plain Lane, Plymouth, PL4 7DS.

CUSTOMS
Please be aware of the allowances and guide levels of bringing items bought on holiday into the country. A customs guide for travellers entering the UK can be obtained from the Customs and Excise National Advice Service on 0845 010 9000. Details are also available on the Customs and Excise website: www.hmce.gov.uk

DATA PROTECTION
Real Tours Ltd is committed to protecting your privacy and this Privacy Policy sets out what information we collect, how we collect it, and what we do with it.

PRIVACY POLICY
Information about you (your information)
This refers to information such as your name, contact details, travel preferences and special needs/ disabilities/dietary requirements that you supply us or is supplied to us, including any information about other persons on your booking relating to the same ("your information"). Your information is collected when you request information from us, contact us (and vice versa) or make a booking with us. You are responsible for ensuring that other members of your party are aware of the content of our Privacy Policy and consent to your acting on their behalf in all your dealings with us. We will update your information whenever we get the opportunity to keep it current, accurate and complete.

Credit/Debit Card Details

Upon payment and subsequent receipt thereof on credit or debit card by you, the customer, we will ensure that all card details retained by ourselves, Real Tours Ltd, will be destroyed and not held on file in any form, either paper or electronic. 

Our use of your information

1. We may disclose your information to our service providers (who could be located outside the UK/EEA) for the purpose of providing you with our services, including your flight, holiday or insurance, etc. Only information necessary for this purpose will be disclosed to them. For air travel, it may be a mandatory requirement (imposed on airlines by governments at the point(s) of departure and/or destination) to disclose your information for security and anti-terrorism purposes, or any other purposes which they determine appropriate.
2. We may use your information for the purposes set out in our data protection registration with the Office of the Information Commissioner, and disclose the same to our "group companies" (i.e. our holding companies and all group companies of our holding companies, some of which are outside the UK/EEA) for business purposes.

We may also disclose your information to companies who act as "data processors" on our behalf. These purposes include administration, providing services (and contacting you where necessary), customer care, improving our service, business management and operation, re-organisation/structuring of our business (or our group companies), risk assessment, security and crime prevention/detection, research and analysis, marketing, monitoring, assessing customer purchasing preferences, dispute resolution, credit checking and debt collection. If we search against the files of credit reference agencies, they will record the search and hence the way in which you conduct your account with us may be shared with other lenders and credit agencies.

3. Some of your information may be considered "sensitive personal data" under the Data Protection Act 1998. (For example, information relating to health or religion.) We collect it to cater to your needs or act in your interest, but we do so on the condition that we have your positive consent – we will do all that is reasonably practicable to draw this to your attention when you first supply us with your information, or at the next available opportunity. By booking your holiday with us you also agree for your insurers, their agents and medical staff to disclose relevant information (which may contain sensitive personal data) to us in circumstances where we need to act in the interest of everyone in the group you are travelling with. For example, if your illness at resort is infectious we may need to make special arrangements for you and also ensure that you do not return with the group immediately.

If you do not agree to our use of your information, we cannot do business with you or accept your booking.

Direct Marketing Material

1. We may from time to time contact you by post with information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions and our holiday group companies.
2. You may indicate your preference to also receive our direct marketing material for the above purposes by telephone or e-communications (e-mail, SMS or e-brochure) on our website(s) or forms, or to our staff at the time you first supplied us your information.
3. You may, in addition, indicate your preference regarding receiving third party direct marketing material by post.
4. If do not wish to receive such information or would like to change your preference, please refer to point (2) of 'Your Rights' below.

Your Rights

1. You have the right to ask in writing by completing our Data Subject Access Request form for a copy of the information we hold about you (for which we may charge a fee) and to correct any inaccuracies in your information.
2. You have the right to ask in writing not to receive direct marketing material about our products and services. If the following facilities are available, you can amend your previous preference on our website(s), using our 'unsubscribe e-mail' or in literature which you subsequently return to us. Once properly notified by you, we will take steps to stop using your information in this way.
3. If you would like a list of our group companies or brands, please send us your request. Our address is Real tours Ltd, 52 Mutley Plain, Plymouth PL4 6LE. Please address your correspondence to the Group Company Secretary.

Foreign Controls
Outside the European Economic Area (EEA), note that controls on data protection in such countries may not be as strong as the legal requirements in this country.

Use of tools/'cookies' and links to other websites
If our contact and dealing with you is via our website(s), we may use 'cookies'. A cookie is a small piece of data sent from our web server to your computer and stored in a text file on your hard drive. Cookies allow us to identify your computer but not you personally. You can set your web browser to refuse cookies. We use cookies to measure site usage and related information. If you are making a purchase, we may also use cookies to keep track of the transaction from one web page to another.
Our website(s) may contain links to other sites not controlled by us. (1) These sites may send you cookies and collect data and personal information. We are not responsible for the actions, content or the privacy policies of those websites to which our website(s) may link. (2) These sites may not be members of ABTA and, if not, ABTA protection will not be available. It is your responsibility to check the status of these sites.

Aggregated Customer Information
We collect information relating to customer trends and patterns. This information is often used in its aggregate form. We, including our group companies, may disclose aggregate statistics about enquiries made, visitors, customers and sales in order to describe our services to prospective partners, purchasers, advertisers and other reputable third parties and for other lawful purposes. No personally identifying information is disclosed.

Monitoring
To ensure that we carry out your instructions accurately, to help improve our service and in the interest of security, we may monitor and/or record: (1) your telephone calls; (2) customer activities using CCTV recording equipment in and around our premises; and (3) customer transactions and activities on our website. All recordings are and shall remain our sole property.

Security Statement
We have taken all reasonable steps to have in place appropriate security measures to protect your information.

Changes to this Policy
Any changes to this Policy will be either posted on our website, brochure and/or made available on request. We will strive to ensure our practices comply with the most current available version of this Policy. This Privacy Policy was last updated September 2007.

EVENTS BEYOND OUR CONTROL
We at Real tours take great care to try to ensure that you have a safe, happy and healthy holiday. But sometimes events happen beyond our control and we may decide that it is in your best interests to cancel or change your holiday arrangements, either before departure or while you are away. These events are set out in the 'Important note' in the Compensation box shown in section 4 of 'Our Agreement'. We reserve the right to do this under the terms of Section 3 of 'Our Agreement'. We base our decisions on the best advice available to us and regret any disappointment or inconvenience these changes may cause. If we cancel your holiday before departure we will normally refund any money which you have paid provided that we receive this from our suppliers, but if we cancel, change or curtail it after departure, no refund will be made. In either case, we will not be liable to pay compensation. In the unlikely event it becomes necessary, we will do our best to repatriate you or to make suitable alternative arrangements for your welfare. Remember that by booking your holiday with us, you agree that you will co-operate with us.

EXTRA LOCAL CHARGES
Some facilities, unless otherwise stated as included, may have extra local charges. These might include water sports (such as sunfish & dinghy sailing, kayaks and windsurfing), scuba-diving, games and sports (including table tennis) and sport equipment, pool tables, minigolf, golf, tennis, squash, gym equipment, saunas and steam baths, beauty treatments, massage, safety deposit boxes, minibars, bottled water, satellite and pay TV, entry to discos and nightclubs, porterage, charges for infants' cots and food, laundry, hotel minibuses and extra rollaway beds if not charged in advance. Most hotels will require an imprint of a credit card on arrival to cover incidentals.

Local Taxes: Some countries/islands make a charge on every visiting tourist. This charge has to be paid by each person, sometimes to the hotelier, sometimes at the local airport on arrival or departure. Because such charges are continually being introduced and the amount varies by destination, it is not possible to list here how much you should expect to pay.

GROUPS
Whether you are planning to get together with a group of friends or your extended family, you could be entitled to a generous group discount. Our Group Sales staff will be happy to assist you, whether you decide to take a holiday featured in the brochure or tailored to your group's own particular requirements. The specific group reductions available are dependent on the size of your group, chosen airline and hotel and travel dates. Please call Real tours for a quote.

HOW TO BOOK

Thinking ahead
Before you make contact with us we suggest that you consider the following information:

• number of passengers
• first choice accommodation, meal arrangements and room types as well as alternatives
• any special requests: dietary requirements; seating requests; carriage of cots, wheelchairs or golf clubs; room requests
• a broad overall budget for your holiday

Making a Booking
Once you have made your holiday choice, we will ask you to pay the appropriate deposit. We will then send you a Confirmation Invoice which verifies all the details of the holiday you requested, the total cost of your holiday and the outstanding balance. Please check all the details on the Confirmation Invoice carefully and notify us immediately if there are any discrepancies.

Payment
Payment of the balance shown on your Confirmation Invoice is due no later than 8 weeks before departure. In the unlikely event that we need to pass on costs as explained in Our Agreement, we will send you an Amendment Invoice about 10 weeks before your departure date showing the total amount you must pay us. For all late bookings, made within 8 weeks of departure you will be required to pay the full cost of the holiday when you book. Note that we charge a fee of 2% on credit card and 1% on debit card bookings.

Questions and Communication
Please call our specialist teams on the appropriate number if you have any pre-departure queries. Please quote your reference number and departure date in any communication.

INOCULATIONS
We recommend that you check the latest information from your GP or health centre as rules regarding this change frequently. Remember, some vaccinations require a course of injections so leave enough time to complete the course.

INSURANCE
Because we believe it's so important that you're adequately insured on holiday, we've made it a condition of booking our holidays. You may either accept the policy we've arranged, in which case the premium will be added to your Confirmation Invoice; or choose a policy at least as good with another insurance company. If you choose a different company, you must tell us so that the insurance company details and policy number can be entered on your booking. We must have this information before we can confirm your booking. If you are planning to take part in any potentially hazardous activity such as scuba diving, you must make sure that your insurance policy covers you for this activity.

MEAL ARRANGEMENTS
Full board means breakfast, lunch and dinner. Half board means breakfast and dinner (or lunch, if you wish, at some hotels). Bed and breakfast means breakfast only. Room only means no meals are included. All Inclusive means all meals and locally produced drinks are included (except after midnight when a cash bar system may operate - see individual hotel descriptions for full details). If the hotel has more than one restaurant, you can often eat in the other restaurants with a discount or allowance against your normal meal. Full board arrangements also include lunch and this can vary from table d'hote to a poolside snack. Please be aware that although you may be booked on a certain Board Basis, this does not necessarily entitle you to dine in all the restaurants of the hotel at no additional charge. At New Year, many hotels offer Gala Dinners and the supplement for these is shown on each price panel. These supplements may be compulsory at some hotels. Some public rooms may be closed to guests during gala celebrations.

Dress code: Please note that most hotels operate a dress code for dinner and in certain bars/lounges. We recommend that men take long trousers and collared shirts for dinner. You may wish to check with your travel agent and pack appropriate clothing.

PASSPORTS & VISAS
For full details of any travel restrictions, entry and stay requirements, visa and travel advice to your particular destination, visit the foreign office website at www.fco.gov.uk/travel and the passport office website at www.passport.gov.uk for passport information.

Validity: If you're a British citizen, you need a full, 10-year British passport for all holidays featured. Ordinarily holiday companies and the UK Passport Office suggest that passports should be valid for at least 6 months after you return. Each country, however, sets its own rules covering this and more information can be obtained from the embassy or consulate of the country you plan to visit. The UK Passport Office now offers a facility which enables applicants with unexpired validity in their old passports to receive a credit of up to 9 months in their new passport.

New passports: Be sure to leave enough time for new applications as there can be delays at peak periods. You can find out current processing times by phoning the UK Passport Office recorded message on 0870 521 0410. If you hold a Commonwealth or other passport, you should phone the consulate of the country you plan to visit.

Names and name changes: The name on the passport must match the name on the ticket, otherwise you may not be able to travel and insurances may be invalid. If someone in your party changes name after the booking is made, you must tell us immediately so we can issue the ticket in the new name. If you've already received the ticket, simply return it and we'll re-issue one in the correct name. (An amendment fee may be applicable; please check with your Travel Designer.)
Although we will make every effort to re-issue your tickets, airline restrictions may prevent us from doing so. We will double check the details we hold on booking in order to avoid this situation but you must let us know of any differences immediately.

Families: As of 5 October 1998 under 16 year olds are required to have their own passport. Children already included in parents' passports are not affected by the change and can continue to travel on these documents until they reach the age of 16 or the parent's passport expires or is amended. Although family passports are still valid, a spouse travelling alone must have his/her own passport.

Minors: There may be specific entry requirements applicable to minors (children under 18) relevant to the country you are visiting. In certain circumstances this may incur additional expenses and require separate/additional legal documentation such as an affidavit, executed by a notary public, where for example the minor is not accompanied by both parents. As these entry requirements vary for different countries you should always check with the relevant Consulate/Embassy of the country you are intending to travel to prior to booking in order to ensure that you have the most up to date information and are able to comply in time with the relevant documents required. Failure to do so may result in you being refused entry/carriage.

Passport security: Customers are encouraged to keep a note of their passport numbers separately from their passport. This will enable the British Consulate to issue a temporary passport more quickly in the unlikely event your passport is lost or stolen.

Visas: Each country has different rules about entry requirements and visas depending on the type of passport you are travelling on. You should check with your Travel Designer who will advise you of the requirements for your particular itinerary.
Australia - Visa required by British passport holders (See below).

Electronic Travel Authority for Australia (ETA)
This is an electronically stored authority for travel to Australia for short-term tourist or business entry. It replaces the visa label in your passport allowing a stay of up to three months on each visit over a twelve-month period. Real tours will require your passport details in order to process these for a small fee of £7 per person online or £10 over the phone or in branch.
If you already have a valid visa in your passport, you do not need to obtain an ETA. New Zealand - No visa required by British passport holders.

SAFETY FIRST - YOUR HEALTH AND SAFETY

Safety Standards
We have taken all reasonable care to make sure that the services which make up the holidays advertised are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, overseas safety standards are generally lower than in the UK. For example, few hotels yet meet EC fire safety recommendations even in Europe. We nevertheless seek to raise standards in all of our destinations.
You will receive a Safety First leaflet with your ticket wallet. Please take a few minutes to familiarise yourself with the information that it contains.

Health and Hygiene
We promote good hygiene practices within hotels, but the hygiene standards in some foreign countries, particularly developing destinations, are generally much lower than in the UK. Care should be taken to minimise the risk of holiday sickness, especially among pregnant women, infants and the elderly. Your GP can provide you with up-to-date health advice and we recommend that you consult your doctor well in advance before travelling.

Swimming Pool and Beach Safety
It is extremely unlikely that the pool in your holiday accommodation will have a lifeguard. It is therefore important to remember, especially when travelling with children, to take a few minutes to familiarise yourself and your party with the pool area on arrival. Children must always be accompanied by an adult in the pool, including children's pools and surrounding areas, and at all other times. Inflatables are not permitted in all pools. If they are permitted in the pool at your accommodation, please ensure that they are removed from the pool when they are not being used. Familiarise yourself with any flag warning systems that may be in operation on local beaches, and take into account local conditions.

Road Safety
A high proportion of the accidents that are reported to us are road accidents. In many countries the rules of the road are different from the UK and we ask you to take extra care.

Children's Safety
Naturally the safety of our younger holidaymakers is also of paramount importance. We take advice from leading UK child safety organisations and accident prevention agencies, to ensure that standards are as high as possible. Parents should check that they are happy with hotel operated clubs and children's facilities, including playgrounds.

Excursion Safety
We work with excursion suppliers to ensure that they operate to appropriate safety standards. Whilst every care is taken with those activities that we recommend, should you independently choose to use an alternative supplier, we advise that you should satisfy yourself that your insurance and the insurance, legal cover and safety standards of the company you are choosing to use is adequate.

Personal Safety
Watch handbags and cameras when you are out and about in resort. Only take with you the cash that you will need for that day, and leave valuables in a safety deposit box.

Scuba Diving
Real tours appreciates the growing enthusiasm for this exciting sport, and at many of our hotels we offer complimentary trial dives. Look out for specific scuba diving references alongside hotel descriptions and you too could be exploring the world's coral reefs. Generally, only divers in possession of an internationally recognised diving certificate (and log book if possible) will be allowed to dive (except beginners). Diving associations recognise each other's certificates. In many resorts, divers will be requested to take an orientation dive to learn about local conditions. We strongly advise those planning on taking scuba training to have a full medical examination in the UK. If the resort operator is unsure of your fitness to dive, you will be required to have a medical examination in resort (which may be at an extra cost). If you suffer from breathing problems, you are strongly advised to consult your GP before going scuba diving. It is dangerous to fly less than 48 hours before or after scuba diving due to changes in pressure which may result in 'the bends' or even, in severe cases, paralysis. Real tours recommended insurance will cover you for dives up to a maximum of 30 metres. If you do not take out Real tours recommended insurance, then you must ensure you have adequate cover through your own insurer.

Customer Information
For health advice and information on sun protection, do read Health Advice for Travellers (T6) available from your holiday advisor/travel agent, local Department of Health office or the Health Literature Line on 0800 555 777, or visit the Department of Health website on www.doh.gov.uk/traveladvice. The latest Foreign Office Advice notifications are available on CEEFAX - BBC2 or on the Internet under the address www.fco.gov.uk. Please also look out for additional Safety information provided either in-flight, or at your resort.

Seasonal differences
During local or national holidays abroad, some facilities like museums, sightseeing tours and shops may be closed or have limited opening hours. The following tips can help you choose the best time for your holiday:

• If visiting a specific place is important to you, please call your destination's local tourist office beforehand.
• Seasonal differences may affect facilities in your accommodation, as well as in the resort. Hoteliers may take the opportunity during quieter periods to close facilities for refurbishment or redecoration; some resort restaurants may close if business is slow. We are unable to state how the hotel or resort will be affected, as this varies yearly from resort to resort, determined by hotel/resort occupancy levels - and the weather! If there is a significant reduction in facilities, time permitting, we will try to advise customers before they travel; however this situation can be unpredictable.

Remember that owners and managers can make changes at any time during the year.

SPECIAL NEEDS
Some of our customers have special needs. If this means you, please let us know in advance about your disability and our helpful reservations team will be happy to advise about special arrangements. Given sufficient notice, we will be happy to arrange carriage of collapsible wheelchairs on flights and endeavour to give you the best possible service to ensure a happy, trouble-free holiday. If the extent of your disability is such that you cannot use the normal transfer between your resort airport and accommodation, then taxi transfers can be arranged at a cost; we will be happy to quote prices on request. Facilities for customers with special needs will vary from hotel to hotel. For information about the facilities available at each hotel or apartment, such as wheelchair access, ask your Real tours Travel Designer for information.

SPECIAL REQUESTS
For any special requests (such as 'low floor' etc), consult your travel agent when you confirm your holiday booking. We shall always do our best to meet your requirements, BUT NO GUARANTEE IS GIVEN as this does not form part of your holiday contract.

SUPPLEMENTS AND REDUCTIONS

• Supplements resulting from Currently Unknown Travel Taxes and Costs

Despite our expertise in travel, it is impossible for us to predict what new taxes governments may impose or cost increases may arise due to world events.
Consequently it not possible for us to include them in the price of your holiday at this time. If these charges are introduced after publication of this brochure we will have to include themas a supplement to our brochure prices. If you have already booked by the time they are introduced and these charges create an overall increase in costs then it may result in an increase in the price of your holiday by way of a surcharge (see section 2 of Our Agreement - The Price You Pay).

• Room supplements

Supplements may be applicable for single rooms, double beds, extra beds and room upgrades. Please see the relevant brochure price panel and check with your Travel Designer when you book. On safari or tours single rooms can be requested but not guaranteed. Rooms occupied by more than two people will in some cases have a fold-away bed for the third person and space maybe somewhat cramped.

• Accommodation on tours, safaris and cruises

Short notice changes of itinerary, hotel or ship may mean some facilities are not exactly as described in the brochure. Compensation is not necessarily given for these changes.

TOURS
Some of our Tours are dependent on minimum numbers. In case of insufficient demand for a particular tour we reserve the right to consolidate or cancel the tour and will endeavour to offer the same tour on a different date, or an alternative holiday of similar standard, or a refund of all monies paid. However, we will not make any such changes within 8 weeks of departure. This is subject to information shown in section 4 of Our Agreement. Major Changes to Your Holiday, Important Notes - Events beyond our control. The minimum number of people required to operate the tour will be shown in the individual tour description.
If you are booking a tour only and making your own flight or other travel arrangements you must be aware that the tour may be cancelled or the dates changed at any time up to 8 weeks prior to departure. If this occurs we will not be liable to refund any costs which you have incurred in booking your flights or making other arrangements more than 8 weeks prior to departure. We reserve the right to vary tour itineraries and programmes and if such changes constitute a major change will pay compensation as shown in the Major changes to your holiday table on Our Agreement and, wherever possible, advise you of such changes beforehand. However, if alternative hotels of the same standard are used to those shown on the tour itinerary this will not be considered a major change and compensation will not be payable.

Honeymoons
Many of our hotels make special offers to guests enjoying their honeymoon. These vary by hotel but often include a room upgrade and/or wine and flowers in your room. Please ask us or your travel agent to suggest the most appropriate offer and to check availability. Clients should travel with a copy of their marriage certificate which may be required by the airline/hotel to receive any relevant special offer. Travel should also take place within six months of the wedding (or date of anniversary) to be considered a honeymoon.

WEATHER
It is a fact that weather across the globe is becoming increasingly unpredictable. However, in tropical areas extremes of weather are more dramatic anyway than we are used to in temperate UK. You should note that temperature, and especially rainfall, can differ greatly between coastal and mountainous regions within the same country. Contact our specialist team if you would like more specific information and we will do our best to help. Seasonal variations can be marked.
Tropical storms/hurricanes can blow up quickly and it is impossible to predict their path or duration more than three or four days in advance, often less. If a storm is forecast for one of our holiday destinations, we take advice from local and international experts, including our own resort staff. Depending upon their recommendations, we may decide to change or cancel all or part of your holiday or cruise (including flights), if your safety and comfort will be better cared for by the change or cancellation. This may include a holiday starting after the storm has passed your destination, because your accommodation, the resort airport, or the port has been damaged by the storm. You should be aware that Our Agreement allows us to do this without obliging us to pay you compensation.
Please see the 'Important note' that applies to both paragraphs 3 and 4 - 'If we cancel your holiday' and 'If we change your holiday'. See also: 'Events beyond our control'. Even when the rain is dramatic, temperatures are still high. High humidity generally is a factor of life in the tropics that many holidaymakers are unused to and some may find unpleasant at times. Of course, the weather is quite outside our control but is an integral part of what makes the tropics so beautiful, lush and rich in plant and bird life. All information above is for general guidance only.