Terms and Conditions

Please read this page carefully, as it contains important information on the terms and conditions that apply to all customers of Turquoise. If you have any questions then please feel free to call us on +44 (0)207 4055500

Contact us by E-mail or fax to make your HOTEL reservation. Please allow 24 hours for reservation to be completed.The client accepts that our written confirmation and voucher form the basis of our contract for the reservation.
A one-night deposit per room is due upon confirmation of reservation. The balance must be paid at least 4 weeks before arrival date. All reservations must be prepaid. We reserve the right to charge this amount to the client’s credit card held on file, unless a prior arrangement has been made with our reservations department. If after the balance due date is past we have not received payment from the client, nor are we able to contact the client despite our best efforts, we also reserve the right to retain either the deposit paid or a 1 night hotel no show charge which ever is the greater amount. All payments are made in British Pound Sterling in favour of Turquoise Tours and Travel Ltd. We can only accept payments by fax by filling the Reservation Form below. Payments must be made by credit card only (MasterCard, Access, Visa or American Express - 3% surcharge) by filling the Reservation Form and faxing it to us. Payment for reservations is due, in all cases, before the customer travels. Regardless of whether vouchers have been issued or not, we reserve the right to cancel reservations if payment has not been received, or if payment is still outstanding for any other unrelated reservations.
You will then receive your voucher by fax with the address and telephone number of the hotel.
Twin/Double rooms. When two persons share a room we ask if a twin room (two beds) or a double room (one large bed) is preferred. Hotels often have much fewer double rooms than twins and the provision of a double room by the hotel (even if requested as a preference) is not guaranteed, unless its importance is specifically mentioned to us at the time of reservation and Turquoise then confirms with the mention 'double' room as opposed to the usual 'double/twin' room.
During trade fairs or other festivals hotels often impose supplements or do not give us our usual reductions, which means that the price that you pay may be higher than the hotel's published rate. This can happen at any period when rooms are very scarce and when we reserve rooms many months in advance to ensure some availability for our customers. We will only sell a room at higher than the published rate if we feel that our customer's interest is better served by having this room rather than finding nothing available at all. In such busy periods, and only at the customer's request, we sometimes find rooms in hotels which we have not seen but which have been reliably recommended to us. We do this to be of service in difficult periods and the customer accepts that we are acting in good faith, by relying on a third party for such hotels not vetted by Turquoise.
In the very unlikely event that the hotelier cannot provide the booked accommodation, the client understands that the hotelier's responsibility is to find an alternative of at least a similar standard, and provide transportation as appropriate to this alternative hotel. Turquoise takes every precaution to ensure hotels are professionally managed so that any such occurrence is extremely rare. Turquoise Tours shall have no liability in respect of any other costs, losses or damages existing out of or in connection with relocation of accommodation since such relocation is outside Turquoise's control.
If a customer is dissatisfied with any aspect of his hotel, this MUST be brought to the attention of the hotel management immediately and the hotel management must be given adequate opportunity to rectify the situation from the outset. If the hotelier cannot resolve matters to the client's satisfaction, Turquoise must also be contacted at the earliest opportunity. A 24hr on call service is provided at weekends (please listen to our answering machine message). If having taken the above action the client is still dissatisfied, complaints should be received in writing within fourteen days of the clients' return (or for agents, within fourteen days of the agent being notified).
Every care is taken to ensure that hotel descriptions are accurate. Descriptive material on hotels and services is drawn from information provided by the hotel. As an accommodation booking agency (as opposed to a tour operator), Turquoise Tours cannot be held responsible for any inaccuracies in such information, nor can liability be accepted for changes to facilities which are not communicated to us by the hotel. Particular features or facilities in hotel descriptions form part of the hotel's standard offering and their availability cannot be guaranteed unless specifically requested by the client and confirmed by Turquoise Tours in writing.
Reductions for children. Infants under two years are accommodated free in a cot. Children over 2 years and under 12 years who are in mots cases free of charge may still be charged for their breakfast at checkout. Children paying 50% of the adult rate have breakfast included. Children aged 12 and over are charged as adults.
Prices mentioned for trains, busses, taxis, parking etc.are approximate.
All vouchers and confirmations issued by Turquoise Tours are subject to our terms and conditions and all arrangements for hotel accommodation and other services operated by person or bodies are made by Turquoise Tours as agents only and they shall not be responsible for any damage, loss, injury delay or inconvenience caused to passengers as a result of such arrangements unless caused by Turquoise's negligence. Turquoise Tours accepts no responsibility for additional expenses due to charges or delays in road, rail, sea or air services or indeed due to any other cause; all such expenses will have to be borne by passengers. Luggage is always carried at owner's risk.
All arrangements offered by Turquoise to clients are governed by English law.

Amendment Policy

1. Any amendments inclusing name change, date change, hotel change. etc. outside 72 hours prior to arrival Ł 15 charge per booking will be applied. Any amendment within 72 hours prior to arrival, cancellation charges as set out below will be applied. (Except Eurostar. No amendment allowed once the booking has ben made). Amendment directly made with the hotels will not be accepted.

Cancellation Policy - (Hotel only) Important please read

1 - Loss of 1 night deposit per hotel and per room for cancellation made outside 72 hours prior to arrival at the hotel.
2 - No refund will be issued for cancellations made within 72 hours to 0 hours prior to arrival
3 - No refunds will be issued in respect of unused portion of hotel accommodation.
4 - We strongly recommend taking trip cancellation insurance.
Cancellations made directly with the hotels will not be accepted.