1. Introduction

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1.1 These booking conditions, along with our privacy notice and any other written information we provided before confirming your booking, apply to all bookings made with Vacay or Stay (“we”, “us” or “our”). Please read them carefully, as they outline the rights and obligations of both parties. References to “you” and “your” mean the lead passenger named on the booking and all travellers included in the booking, as well as anyone who is later added or transferred to the booking. If anything is unclear, our customer services team will be happy to help.

 

1.2 We act solely as an agent. When you book with us, your contract will always be with the supplier(s) of the travel services you’ve chosen. The level of responsibility we have to you will depend on what arrangements you’ve booked, and these are explained below.

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2. Making a Booking

2.1 By confirming a booking, you agree on behalf of all travellers listed that you have read and accepted these booking conditions, and that you are over 18 years old.

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2.2 A deposit or full payment will be required at the time of booking, as advised at the time of reservation. Please check all booking details carefully and let us know immediately if anything is incorrect - names, dates, and times must match your passport and travel documents. Mistakes spotted later may not be possible to correct and could incur additional charges.

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2.3 We will not charge for correcting our documentation errors, but you will need to cover any costs applied by suppliers.

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3. Payment

3.1 If only a deposit is paid at the time of booking, the remaining balance must be settled by the date shown on your confirmation. If the balance is not received in time, the supplier may cancel your booking and apply their cancellation charges. All money paid to us is held on behalf of the supplier(s) until it is transferred to them.

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4. Your Contract

4.1 We arrange for you to enter into contracts with the named suppliers (such as airlines, tour operators, or accommodation providers) shown on your booking confirmation. Their booking conditions apply, so please read them carefully - they may include important limits on liability.

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4.2 When booking multiple travel elements (flights, hotels, transfers, etc.) your contract will still be with each individual supplier. However, certain combinations may qualify as a package under the Package Travel Regulations, in which case we may be the package organiser (see section 12).

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5. Flights

5.1 For most low-cost airline bookings, we act as your booking agent. This means you are entering a direct contract with the airline, and their terms will apply. We recommend reading these before confirming.

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5.2 If you book a charter flight through us, we act as the agent for the ATOL-holding charter flight provider, and your contract will be directly with them.

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6. If You Want to Change or Cancel

6.1 Cancellations or amendments must be made in writing by the lead passenger and take effect once received. The supplier’s charges (which may be up to 100% of the booking cost) will apply, and we may also apply an administration fee.

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6.2 Discounts given by Vacay or Stay are conditional on travel taking place. If you change or cancel your booking, the discount may be adjusted or removed.

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7. Changes or Cancellations by the Supplier

7.1 If a supplier makes a change or cancels your booking, we will inform you as soon as possible. Your options will usually include accepting the change, choosing an alternative, or receiving a refund, depending on the supplier’s policy.

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8. Our Service Charges

8.1 Our charges may include:

• Administration Fee for Supplier Failure Cover

• ATOL Fee (where applicable)

• Service Charge for acting as booking agent

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9. Our Responsibility

9.1 As agent, our responsibility is to make your booking in line with your instructions. We are not responsible for the actual provision of the travel services, unless we are acting as the package organiser (see section 12). If we are found liable for any reason, our maximum liability will be limited to three times the cost of your booking (or the relevant portion). This does not exclude liability for death or injury caused by our negligence.

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10. Complaints

10.1 Any issues should be reported immediately to the supplier or their local representative while you are away.

 

10.2 If unresolved, please contact the supplier in writing when you return. We can assist you and, as ABTA members (number P8814), you may be able to use ABTA’s ADR dispute resolution service.

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11. Financial Protection

11.1 Many of the travel arrangements we sell are protected in the event of supplier insolvency. Please ask for details.

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11.2 ATOL protection applies to eligible flight or flight-inclusive bookings, and you will receive an ATOL Certificate where applicable.

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11.3 Protection does not extend to certain low-cost flights unless part of a package. Where needed, we will add supplier failure insurance and charge the relevant administration fee.

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12. Where We Are the Package Organise

12.1 As package organiser, we remain responsible for the performance of the services included, even when provided by third-party suppliers.

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12.2 We provide financial security for ATOL-protected packages under our Air Travel Organiser’s Licence, issued by the CAA. A £2.50 ATOL Protection Contribution per passenger applies to such bookings.

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12.3 For non-flight packages, protection is provided via a bond held by ABTA.

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12.4 You may transfer a package booking to another person, subject to an administration charge (£50pp more than 61 days before departure, £100pp within 61 days) plus any costs from suppliers.

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12.5 If you experience difficulties while on holiday, we will provide reasonable assistance (e.g. local medical contacts, consular information, alternative arrangements).

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13. ABTA Membership

We are a member of ABTA (number P8814) and adhere to its Code of Conduct. For more information, visit www.abta.com.

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14. Special Requests

If you have any special requests (for example dietary needs, accessible rooms, cots, or a preferred location), please tell us at the time of booking. We’ll pass these to the supplier, but they are not guaranteed, and we cannot accept liability if they are not met.

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15. Travel Insurance

We strongly recommend that you and everyone in your party have adequate travel insurance in place before you travel.
Your policy should cover:

• Emergency medical expenses and repatriation

• Loss or theft of personal belongings

• Cancellation or curtailment costs

• Other travel-related risks relevant to your destination

Some destinations and travel arrangements may require proof of insurance. If we arrange your policy, please check it carefully to ensure all details are correct and that you’ve disclosed all relevant information (e.g. pre-existing medical conditions). If you travel without adequate cover, Vacay or Stay will not be responsible for losses that could have been covered by insurance.

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16. Accommodation Ratings and Standards

16.1 Any star ratings or classifications for accommodation are as supplied by the provider. They are intended as a guide to the quality and facilities you can expect but may vary between countries and suppliers. We cannot guarantee their accuracy.

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16.2 Safety standards may differ from those in the UK. We encourage all guests to familiarise themselves with local safety information on arrival.

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17. Room Allocation

You will be allocated your room upon check-in. Please confirm check-in and check-out times directly with the property before travel. Local taxes, resort fees, or similar charges may be payable directly to the accommodation provider before departure or at check-in or check-out.

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18. Building Work

Hotels and resorts occasionally undergo maintenance, refurbishment, or construction work. Vacay or Stay will not be responsible for any inconvenience, disturbance, or loss of enjoyment caused by building or maintenance work if we were not informed by the supplier prior to your departure. If we are made aware of such work in advance, we will let you know as soon as possible so you can make an informed decision before travelling.

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19. Delivery of Travel Documents

We will send your documents (e.g. confirmations, tickets, insurance policies) by post or email. Once documents leave our office, we are not responsible for their loss unless caused by our negligence. If tickets or other documents need to be reissued, you will need to pay any related costs charged by the supplier.

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20. Passports, Visas & Health Requirements

20.1 We can offer general guidance on passport and visa requirements, but it is your responsibility to ensure you meet the entry requirements of your destination(s). This includes obtaining the correct passports, visas, and any necessary transit documents. Most countries require passports to be valid for at least 6 months beyond your return date. You can find up-to-date passport advice at www.gov.uk/browse/citizenship/passports.

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20.2 Airlines within the British Isles require specific photographic identification. Please check with us or the airline before you travel. We can also provide general advice on health requirements, but you should always check with your GP for personalised medical advice. Up-to-date travel health information is available from the UK Foreign, Commonwealth & Development Office at www.gov.uk/travelaware.

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21. Final Travel Arrangements

Please ensure that your travel documents, passports, visas, and insurance are in order and that you arrive at the airport with plenty of time for check-in. Some airlines require passengers to reconfirm flights 72 hours before departure; failure to do so could result in being refused boarding without a refund.

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22. Unavoidable & Extraordinary Circumstances

We cannot accept liability or offer compensation for any failure to perform our obligations where it is due to events beyond our control, even if all reasonable measures were taken. Such events may include (but are not limited to):

• War, civil unrest, or terrorism (and threats thereof)

• Government action or restrictions

• Industrial disputes

• Natural disasters, fire, or severe weather

• Epidemics or pandemics

• Any similar circumstances outside our or the supplier’s control

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23. Behaviour

Suppliers have the right to end your stay without refund if your behaviour, or that of anyone in your party, is deemed unacceptable, causes offence, or results in damage. You will also be responsible for any costs or claims (including legal fees) arising from your actions.

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24. Privacy Notice

We are committed to protecting your personal data. Full details of how we collect, use, and store your information can be found in our privacy notice on our website.

 

25. Law & Jurisdiction

These booking conditions are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.