Terms & Conditions
These booking conditions together with the other information contained on this website form the basis of your contract with Brand Rocks Travel S.L. Please read them carefully as they set out our respective rights and obligations. We do not sell or offer for sale any “packages” or act as an “organiser” within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.
1. INTRODUCTION
1.1 Booking of Accommodation through this web site (the "Site") is subject to these terms and conditions (the "Terms and Conditions").
1.2 In these conditions a reference to:
a) "you", "your" means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);
b) the "Lead Name" means the person identified on the booking confirmation as the "lead name" and to whom the invoice for the Accommodation will be addressed;
c) "Accommodation" means the hotel room(s), apartment(s), villa(s) or other form of accommodation and related services or products which you have booked or wish to book through the Site;
d) "Hotel" means, as the context requires, the hotel in which a particular hotel room is situated, the apartment block in which a particular apartment is situated or the villa complex of which a particular villa is part;
e) Accommodation Provider means the owner and/or provider of the Accommodation; and
f) "We", "us", "our" mean BRAND ROCKS TRAVEL S.L., a company registered in Spain with registration number B57643876 and registered address at Apartado 495, San Antonio, Ibiza, 07820
1.3 Please read the Terms and Conditions carefully. They apply to all bookings made with BRAND ROCKS TRAVEL S.L.and to all members of your party.
2. YOUR CONTRACT FOR ACCOMMODATION
2.1 Your contract of accommodation is with BRAND ROCKS TRAVEL S.L. We accept no liability in relation to any other arrangements that you book or for the acts or omissions of the Accommodation Provider or other person(s) or party(ies) connected with such arrangements.
2.2 It is important to check carefully the details of your booking. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below). These can be the full price of the accommodation booked.
2.3 In parties of two or more people, the person who makes the booking, entering their name as the "Lead Passenger", accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the "Lead Passenger", who is responsible for ensuring that the other members of the party are kept fully informed.
2.4 If you are aged under between 17 and 18 years old (on date of departure) and your parents or guardians are not travelling with you, we must receive written consent from them confirming they are assigning your welfare and responsibility to an adult member of your travelling party. We are unable to accept any booking for anyone under 17 years of age on date of travel.
3. PAYMENT
3.1 The amount you will pay to confirm your booking is dependent on when you place the booking. If you book more than 56 days before you are due to check in at the Hotel you will have the option to pay a deposit equivalent to 25% of the total cost of your booking or, if you prefer, you may make the full payment. If you book within 56 days of the check in date then the full payment will be required.
Please note that the full balance of your booking will need to be paid 56 days before the Hotel check in date. We will contact you to advise you that the balance is due. Non-payment of the due balance will result in loss of deposits and your booking being cancelled.
By paying a deposit or the full amount, you are entering a contract and accepting these booking conditions.
3.2 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure. It may be possible that we could accept a bank transfer payment should you not have a credit or debit card. Multiple card payments are possible but we cannot take these online. Bookings must be made by calling our Sales Team on the number displayed on the website.
3.3 Payment must be made in good time for clearance before we can confirm your booking. Your booking may be cancelled if you fail to make payment on time and you will be liable to pay the cancellation charges set out below.
3.4 Payment for incidental extras (e.g. refreshments from mini bars, telephone charges, etc.) has to be made directly to the Accommodation Provider when you check out.
4. CONFIRMATION OF YOUR HOTEL BOOKING
Once your payment has been received and processed we will send you a confirmation invoice to the email address you provided during the booking process. Once the final balance has been paid we will send you another email with your ACCOMMODATION VOUCHER.
5. AIRPORT TO HOTEL / HOTEL TO AIRPORT TRANSFERS
We are pleased to be able to offer you direct airport to Hotel and Hotel to airport transfers. In order to book a transfer you must provide your flight details. The details of your transfer are provided on your TRANSFER VOUCHER which will be sent to you by email on receipt of final payment. Please ensure you print a copy of this voucher as you will be required to present it at the Transfer Desk in the airport on arrival. Information on the transfer collection point will be detailed on your TRANSFER VOUCHER
6. ON ARRIVAL AT THE HOTEL
6.1 VOUCHER
When you arrive at the Hotel you will be required to present your ACCOMMODATION VOUCHER to our reception staff. This voucher will be retained by the Hotel staff for our internal use.
6.2 PASSPORTS
The Accommodation provider will ask you to leave your passports overnight as they are required to take some essential information from it by law. Your passports will be available for collection from reception the day after you arrive. It is your responsibility to ensure your passports are collected.
6.3 HOTEL RULES
Both our Hotels are lively, party hotels but rules do need to be in place to ensure you and our other hotel guests get everything they need from their holiday, including sleep! On Check-In you will be asked to sign a form acknowledging the Hotel Rules and a copy will be provided for your information.
When you book Accommodation through BRAND ROCKS TRAVEL S.L., you accept responsibility for the proper conduct of yourself and your party during your stay. The Accommodation Provider reserves the right to terminate at any time your stay in the Accommodation or that of any member of your party if, in their reasonable opinion, your conduct is improper. Full cancellation charges will then apply and no refund will be given. Furthermore, we or the Accommodation Provider shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may occur as a result of their terminating your stay in accordance with this paragraph.
If your actions or those of any member of your party cause damage to the Accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made against us by the Accommodation Provider. You will also be liable to make a reimbursement before the end of your stay to the Accommodation Provider for any such damage caused.
6.4 BREAKAGE DEPOSIT
In the Mallorca Rocks Hotel you will be required to provide a credit or debit card for room charges and in case of breakages. In Ibiza you will be required to pay a 60 Euro deposit per room which will be collectable from Reception on the day you leave subject to there being no chargeable breakages. The Accommodation provider supplies a Room Inventory list on check in which you should check against the contents of your room. If anything is missing or you notice anything broken then please report this to reception within 24 hours and we will replace or repair it wherever possible. Please note it is important that you do report this information to Reception as you may be charged.
6.5 HOTEL CHECK IN TIMES
Check-In time is usually from 12pm (midday) in Mallorca and 2pm in Ibiza, although if possible the Hotel will have your room ready sooner if possible. This is why we ask during the booking process that you provide us with an approximate time of your flight arrival so the Hotel can do its best to get you into your room sooner. During busy times sometimes your room may take longer to have ready so please be patient if this is the case.
1. INTRODUCTION
1.1 Booking of Accommodation through this web site (the "Site") is subject to these terms and conditions (the "Terms and Conditions").
1.2 In these conditions a reference to:
a) "you", "your" means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);
b) the "Lead Name" means the person identified on the booking confirmation as the "lead name" and to whom the invoice for the Accommodation will be addressed;
c) "Accommodation" means the hotel room(s), apartment(s), villa(s) or other form of accommodation and related services or products which you have booked or wish to book through the Site;
d) "Hotel" means, as the context requires, the hotel in which a particular hotel room is situated, the apartment block in which a particular apartment is situated or the villa complex of which a particular villa is part;
e) Accommodation Provider means the owner and/or provider of the Accommodation; and
f) "We", "us", "our" mean BRAND ROCKS TRAVEL S.L., a company registered in Spain with registration number B57643876 and registered address at Apartado 495, San Antonio, Ibiza, 07820
1.3 Please read the Terms and Conditions carefully. They apply to all bookings made with BRAND ROCKS TRAVEL S.L.and to all members of your party.
2. YOUR CONTRACT FOR ACCOMMODATION
2.1 Your contract of accommodation is with BRAND ROCKS TRAVEL S.L. We accept no liability in relation to any other arrangements that you book or for the acts or omissions of the Accommodation Provider or other person(s) or party(ies) connected with such arrangements.
2.2 It is important to check carefully the details of your booking. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below). These can be the full price of the accommodation booked.
2.3 In parties of two or more people, the person who makes the booking, entering their name as the "Lead Passenger", accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the "Lead Passenger", who is responsible for ensuring that the other members of the party are kept fully informed.
2.4 If you are aged under between 17 and 18 years old (on date of departure) and your parents or guardians are not travelling with you, we must receive written consent from them confirming they are assigning your welfare and responsibility to an adult member of your travelling party. We are unable to accept any booking for anyone under 17 years of age on date of travel.
3. PAYMENT
3.1 The amount you will pay to confirm your booking is dependent on when you place the booking. If you book more than 56 days before you are due to check in at the Hotel you will have the option to pay a deposit equivalent to 25% of the total cost of your booking or, if you prefer, you may make the full payment. If you book within 56 days of the check in date then the full payment will be required.
Please note that the full balance of your booking will need to be paid 56 days before the Hotel check in date. We will contact you to advise you that the balance is due. Non-payment of the due balance will result in loss of deposits and your booking being cancelled.
By paying a deposit or the full amount, you are entering a contract and accepting these booking conditions.
3.2 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure. It may be possible that we could accept a bank transfer payment should you not have a credit or debit card. Multiple card payments are possible but we cannot take these online. Bookings must be made by calling our Sales Team on the number displayed on the website.
3.3 Payment must be made in good time for clearance before we can confirm your booking. Your booking may be cancelled if you fail to make payment on time and you will be liable to pay the cancellation charges set out below.
3.4 Payment for incidental extras (e.g. refreshments from mini bars, telephone charges, etc.) has to be made directly to the Accommodation Provider when you check out.
4. CONFIRMATION OF YOUR HOTEL BOOKING
Once your payment has been received and processed we will send you a confirmation invoice to the email address you provided during the booking process. Once the final balance has been paid we will send you another email with your ACCOMMODATION VOUCHER.
5. AIRPORT TO HOTEL / HOTEL TO AIRPORT TRANSFERS
We are pleased to be able to offer you direct airport to Hotel and Hotel to airport transfers. In order to book a transfer you must provide your flight details. The details of your transfer are provided on your TRANSFER VOUCHER which will be sent to you by email on receipt of final payment. Please ensure you print a copy of this voucher as you will be required to present it at the Transfer Desk in the airport on arrival. Information on the transfer collection point will be detailed on your TRANSFER VOUCHER
6. ON ARRIVAL AT THE HOTEL
6.1 VOUCHER
When you arrive at the Hotel you will be required to present your ACCOMMODATION VOUCHER to our reception staff. This voucher will be retained by the Hotel staff for our internal use.
6.2 PASSPORTS
The Accommodation provider will ask you to leave your passports overnight as they are required to take some essential information from it by law. Your passports will be available for collection from reception the day after you arrive. It is your responsibility to ensure your passports are collected.
6.3 HOTEL RULES
Both our Hotels are lively, party hotels but rules do need to be in place to ensure you and our other hotel guests get everything they need from their holiday, including sleep! On Check-In you will be asked to sign a form acknowledging the Hotel Rules and a copy will be provided for your information.
When you book Accommodation through BRAND ROCKS TRAVEL S.L., you accept responsibility for the proper conduct of yourself and your party during your stay. The Accommodation Provider reserves the right to terminate at any time your stay in the Accommodation or that of any member of your party if, in their reasonable opinion, your conduct is improper. Full cancellation charges will then apply and no refund will be given. Furthermore, we or the Accommodation Provider shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may occur as a result of their terminating your stay in accordance with this paragraph.
If your actions or those of any member of your party cause damage to the Accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made against us by the Accommodation Provider. You will also be liable to make a reimbursement before the end of your stay to the Accommodation Provider for any such damage caused.
6.4 BREAKAGE DEPOSIT
In the Mallorca Rocks Hotel you will be required to provide a credit or debit card for room charges and in case of breakages. In Ibiza you will be required to pay a 60 Euro deposit per room which will be collectable from Reception on the day you leave subject to there being no chargeable breakages. The Accommodation provider supplies a Room Inventory list on check in which you should check against the contents of your room. If anything is missing or you notice anything broken then please report this to reception within 24 hours and we will replace or repair it wherever possible. Please note it is important that you do report this information to Reception as you may be charged.
6.5 HOTEL CHECK IN TIMES
Check-In time is usually from 12pm (midday) in Mallorca and 2pm in Ibiza, although if possible the Hotel will have your room ready sooner if possible. This is why we ask during the booking process that you provide us with an approximate time of your flight arrival so the Hotel can do its best to get you into your room sooner. During busy times sometimes your room may take longer to have ready so please be patient if this is the case.
6.6 HOTEL CHECK OUT
Check-Out time is 11am in Mallorca and 12pm in Ibiza. It may be possible for you to keep your room on until the early evening on the day of departure should your room not be allocated to incoming guests. The charge for a late check-out in both Hotels if available is 60 Euros per room. Both Hotels provide shower and changing facilities should you have already checked out and require them on departure day.
7. GIG TICKETS
IBIZA ROCKS
7.1 Ibiza Rocks gigs take place every Tuesday in the Ibiza Rocks Hotel between 8th June and 14th September 2010 inclusive. In 2010 we will also be holding our new Ibiza Rocks After Show Party at Es Paradis. If your stay with us includes a Tuesday night between these dates then gig tickets and entry to the Ibiza Rocks After Show Party (before 2am) are included in the price you pay. Please note that one ticket per person booked to stay in your room will be provided.
MALLORCA ROCKS
7.2 Mallorca Rocks gigs will take place on the following dates at the Mallorca Rocks Hotel:
Sunday 6 June (Opening Party)
Monday 5 July
Monday 19 July
Monday 26 July
Monday 6 September (Closing Party)
Please note that one ticket per person booked to stay in your room will be provided.
7.3 If you have booked a POOL or STAGE VIEW ROOM then you will have the flexibility to stay in your room should you choose to or to come down to the main gig arena. Please note that only those booked to stay in your room will be permitted in the room from early evening on gig day.
Please note during the summer the Hotels may host private events within the main pool area. Hotel guests may be required to pay an entry fee to gain access to these events. However if you have booked a STAGE VIEW ROOM you will be able to watch the events from your balcony free of charge.
Gig tickets are in the form of wristbands which will be available for collection from our Promotions Team in the Hotel Lobby on the day of the event. Signs will clearly display the collection times.
7.4 NON-APPEARANCE OF HEADLINE ACT OR GIG CANCELLATION
If the headline band/act that plays during your stay at the Hotel does not perform or is replaced you will have the option to not attend the concert and receive a refund of 35 Euros per person. Please note that this applies only if the band/act had been announced at the time you made your booking with us. If the gig is cancelled completely then you will be entitled to a refund of 35 Euros. In either case our liability to you is limited to a maximum of 35 Euros per person.
8. GENERAL INFORMATION
Maintenance, changes and improvements take place all year round. No compensation will be offered if a facility is unavailable, but the Accommodation Provider will endeavour to provide a suitable alternative. It may remove a little used facility and replace it with something more popular. During the quiet months only one restaurant or bar may be open.
For peace of mind personal belongings and items of value should be kept in the in room safety deposit box. These boxes are available for a small daily payment from reception. We accept no liability whatsoever for any accident, loss or damage to your property unless such loss is demonstrably due to our negligence. We cannot be held responsible for the failure of public services (e.g. water, gas, electricity etc.) or for any disturbance that is beyond our control. In all cases including personal injury or death, our liability to you for the total of all claims arising out of your holiday with us, is limited to the cost of the booking. Prices are correct at the time of publication, but may change without notice, with the exception of confirmed bookings. Confirmed bookings will not alter. The Hotels reserve the right to refuse any booking.
Please bring towels to use around the pool or at the beach you as the Hotel does not provide these. The towels we provide are for use in the Hotel rooms only The Hotel endeavours to provide a daily housekeeping service with towel changes each time your room is cleaned. Bed linen changes take place at least twice per week. If they are unable to access your room during the day to clean your room should your room be occupied then please advise reception and housekeeping will visit your room as soon as possible.
9. CANCELLATIONS OR AMENDMENTS
If you want to change any aspect of your booking after we have sent your confirmation, we will do our best to help. However, there is no obligation to make any change.
Should you wish to cancel your booking then the following cancellation charges will apply:
|_. Cancellation Period |_. Charge for Cancellation |_. |
| More than 56 days before Check In Date | Loss of Deposits | |
| 28 to 56 days before Check In Date | 50% of Total Paid | |
| 15 to 27 days before Check In Date | 75% of Total Paid | |
| Less than 14 days before Check In Date | 100% of Total Paid | |
CANCELLATIONS or PART CANCELLATIONS must be received in writing via email to either sales@ibizarockshotel.com or sales@mallorcarockshotel.com. Please quote the Booking Reference in all correspondence.
Certain AMENDMENTS like name changes can be done online through MANAGE MY BOOKING, the log in details for which are detailed in your confirmation email. A change of date or a shortening of a booking will be deemed to be a Cancellation if made within 56 days of check in date and the above charges will be payable. Should you wish to make changes to your booking, like date changes then this will need to be done through our Sales Team via the number displayed on our website.
An ADMINISTRATION FEE of 20 Euros per change will apply if our Sales Team is involved.
If you wish to make any change to your booking while on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Accommodation Provider.
10. TRAVEL INSURANCE
We strongly recommend that you take out adequate and comprehensive Holiday Insurance for peace of mind and for cancellation cover. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, all medical costs and the cost of assistance including return to the UK in the event of an accident or illness.
11. SPECIAL REQUESTS
11.1 If you have any special requests that do not form part of the standard services for the Accommodation to be booked as described in the Site (for example dietary requirements, cots or room location) please let us know in writing at the time of booking.
11.2 We will pass on all such requests to the relevant Accommodation Provider, but unfortunately cannot guarantee that they will be met. Further, if the Accommodation Provider is unable to meet such requests, neither we nor they can have any liability to you in this respect.
12. COMPLAINTS PROCEDURE
12.1 If you have a complaint while you are staying at the Accommodation, you must inform our staff at the Hotel immediately in order to give them the chance to resolve the problem. Any right to compensation may be lost if you fail to do this.
12.2 If the issue is not resolved to your satisfaction, you should contact our Emergency Line on […]. We will act as an intermediary to try and rectify the problem. In the event that we are unable to do so and you wish to take matters further, you must do so directly with the Accommodation Provider concerned.
Check-Out time is 11am in Mallorca and 12pm in Ibiza. It may be possible for you to keep your room on until the early evening on the day of departure should your room not be allocated to incoming guests. The charge for a late check-out in both Hotels if available is 60 Euros per room. Both Hotels provide shower and changing facilities should you have already checked out and require them on departure day.
7. GIG TICKETS
IBIZA ROCKS
7.1 Ibiza Rocks gigs take place every Tuesday in the Ibiza Rocks Hotel between 8th June and 14th September 2010 inclusive. In 2010 we will also be holding our new Ibiza Rocks After Show Party at Es Paradis. If your stay with us includes a Tuesday night between these dates then gig tickets and entry to the Ibiza Rocks After Show Party (before 2am) are included in the price you pay. Please note that one ticket per person booked to stay in your room will be provided.
MALLORCA ROCKS
7.2 Mallorca Rocks gigs will take place on the following dates at the Mallorca Rocks Hotel:
Sunday 6 June (Opening Party)
Monday 5 July
Monday 19 July
Monday 26 July
Monday 6 September (Closing Party)
Please note that one ticket per person booked to stay in your room will be provided.
7.3 If you have booked a POOL or STAGE VIEW ROOM then you will have the flexibility to stay in your room should you choose to or to come down to the main gig arena. Please note that only those booked to stay in your room will be permitted in the room from early evening on gig day.
Please note during the summer the Hotels may host private events within the main pool area. Hotel guests may be required to pay an entry fee to gain access to these events. However if you have booked a STAGE VIEW ROOM you will be able to watch the events from your balcony free of charge.
Gig tickets are in the form of wristbands which will be available for collection from our Promotions Team in the Hotel Lobby on the day of the event. Signs will clearly display the collection times.
7.4 NON-APPEARANCE OF HEADLINE ACT OR GIG CANCELLATION
If the headline band/act that plays during your stay at the Hotel does not perform or is replaced you will have the option to not attend the concert and receive a refund of 35 Euros per person. Please note that this applies only if the band/act had been announced at the time you made your booking with us. If the gig is cancelled completely then you will be entitled to a refund of 35 Euros. In either case our liability to you is limited to a maximum of 35 Euros per person.
8. GENERAL INFORMATION
Maintenance, changes and improvements take place all year round. No compensation will be offered if a facility is unavailable, but the Accommodation Provider will endeavour to provide a suitable alternative. It may remove a little used facility and replace it with something more popular. During the quiet months only one restaurant or bar may be open.
For peace of mind personal belongings and items of value should be kept in the in room safety deposit box. These boxes are available for a small daily payment from reception. We accept no liability whatsoever for any accident, loss or damage to your property unless such loss is demonstrably due to our negligence. We cannot be held responsible for the failure of public services (e.g. water, gas, electricity etc.) or for any disturbance that is beyond our control. In all cases including personal injury or death, our liability to you for the total of all claims arising out of your holiday with us, is limited to the cost of the booking. Prices are correct at the time of publication, but may change without notice, with the exception of confirmed bookings. Confirmed bookings will not alter. The Hotels reserve the right to refuse any booking.
Please bring towels to use around the pool or at the beach you as the Hotel does not provide these. The towels we provide are for use in the Hotel rooms only The Hotel endeavours to provide a daily housekeeping service with towel changes each time your room is cleaned. Bed linen changes take place at least twice per week. If they are unable to access your room during the day to clean your room should your room be occupied then please advise reception and housekeeping will visit your room as soon as possible.
9. CANCELLATIONS OR AMENDMENTS
If you want to change any aspect of your booking after we have sent your confirmation, we will do our best to help. However, there is no obligation to make any change.
Should you wish to cancel your booking then the following cancellation charges will apply:
|_. Cancellation Period |_. Charge for Cancellation |_. |
| More than 56 days before Check In Date | Loss of Deposits | |
| 28 to 56 days before Check In Date | 50% of Total Paid | |
| 15 to 27 days before Check In Date | 75% of Total Paid | |
| Less than 14 days before Check In Date | 100% of Total Paid | |
CANCELLATIONS or PART CANCELLATIONS must be received in writing via email to either sales@ibizarockshotel.com or sales@mallorcarockshotel.com. Please quote the Booking Reference in all correspondence.
Certain AMENDMENTS like name changes can be done online through MANAGE MY BOOKING, the log in details for which are detailed in your confirmation email. A change of date or a shortening of a booking will be deemed to be a Cancellation if made within 56 days of check in date and the above charges will be payable. Should you wish to make changes to your booking, like date changes then this will need to be done through our Sales Team via the number displayed on our website.
An ADMINISTRATION FEE of 20 Euros per change will apply if our Sales Team is involved.
If you wish to make any change to your booking while on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Accommodation Provider.
10. TRAVEL INSURANCE
We strongly recommend that you take out adequate and comprehensive Holiday Insurance for peace of mind and for cancellation cover. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, all medical costs and the cost of assistance including return to the UK in the event of an accident or illness.
11. SPECIAL REQUESTS
11.1 If you have any special requests that do not form part of the standard services for the Accommodation to be booked as described in the Site (for example dietary requirements, cots or room location) please let us know in writing at the time of booking.
11.2 We will pass on all such requests to the relevant Accommodation Provider, but unfortunately cannot guarantee that they will be met. Further, if the Accommodation Provider is unable to meet such requests, neither we nor they can have any liability to you in this respect.
12. COMPLAINTS PROCEDURE
12.1 If you have a complaint while you are staying at the Accommodation, you must inform our staff at the Hotel immediately in order to give them the chance to resolve the problem. Any right to compensation may be lost if you fail to do this.
12.2 If the issue is not resolved to your satisfaction, you should contact our Emergency Line on […]. We will act as an intermediary to try and rectify the problem. In the event that we are unable to do so and you wish to take matters further, you must do so directly with the Accommodation Provider concerned.
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