Vivid Malta Holidays - Terms and Conditions

Vivid Malta Customer Charter

Vivid Malta Holidays
Vivid Malta Holidays is a brand that is owned and operated by SunIsle Holidays. Since 2001, we have been providing holidays and pride ourselves on outstanding customer service. Below are the terms and conditions that apply to bookings made with us

Booking Payment
Where a booking is made on our website but no payment is made we reserve the right to cancel the booking and make the property available. If you have a genuine problem with making a payment please contact out customer services immediately on 08000 911 601 and we will hold the booking while the issue is resolved. There will be no contract made between us until you have paid the relevant deposit.

Special Requests
These will be confirmed in writing by email from us. We cannot guarantee they will be met unless a supplement has been paid.

Accommodation Descriptions and Images
Some of our properties are split into virtually identical apartments or studios. It is not possible to show all properties individually so we have represented them with general pictures and descriptions, therefore there may be slight differences. As we deal with so many properties it is always possible that there maybe occasional errors in property descriptions, these are rectified as soon as they come to light and we will deal with serious errors that may make a material difference to a holiday on an individual basis.

Accommodation Pricing
There is always a possibility that technical (or human) error may result in incorrect prices being displayed on our website. We reserve the right to correct the price due on a booking, where as a result of an error, a booking has been made at a significant discount to the normal price. At our total discretion the client will be required to pay the extra charge, or we are reserve the right to cancel the booking with a refund full of any payment made to us.

Accommodation Occupancy Limits
All of our properties sleep a maximum party size and this is stated on each property page. Over-occupancy in accommodation is only allowed after written confirmation from Sunisle Customer Services. If a party arrives at a property with more people than have been specified on the confirmed booking, our owner reserves the right to refuse entry or levy an extra charge that must be paid at the time.

Arrival Times
Our properties are available to clients from 14.00 on the day of arrival and must be vacated on the day of departure by 10.00 am. If your flight arrives early or departs late, we will try to extend these times, however we cannot guarantee this. If we cannot arrange extended times we will do our best to arrange somewhere for you to leave your bags and freshen up at no extra cost to you. It may also be possible to book an extra day at the accommodation to give yourselves extra time.

Your Holiday Protection
Where flights and accommodation are booked together, the package is protected under our ATOL license by the Civil Aviation Authority. Our ATOL number is 9059. ATOL protection does not apply to all holidays shown on this website. Please ask us to confirm what protection may apply to your booking.

When you buy an ATOL protected holiday from us you will receive a Confirmation Invoice from us confirming your arrangements and your protection under out Air Travel Organiser’s License number 9059. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid us for an advance booking. For further information visit the ATOL website at www.atol.org.uk

We provide clients with free Supplier Failure Cover insurance. This protects accommodation only bookings (including car hire). This cover protects against the business failure of a supplier of any component of your holiday.

Further protection is provided under the Consumer Credit Act by your credit card issuer when paying for your holiday by credit card (transactions must be over £100)

Changes to Bookings (by you)
If you need to make any minor alterations to your original booking details, we will endeavor to make them at no extra cost to you - however we cannot guarantee this and where we do have to incur extra costs, these will have to be passed on to you.

Changes to Bookings (by us)
The arrangements we offer have to be planned many months in advance and we work with owners and external agencies who sometimes take decisions that are outside of our control. While it is very unlikely that we will have to make any changes to your holiday, we must reserve the right to do so.

A major change to your holiday is limited to a move to an accommodation of a lower price or category (i.e. no swimming pool, less bedrooms). All other changes are classed as minor and we are under no obligation to compensate you for them. If we do have to make a major change to your booking we will inform you as soon as is reasonably possible.

In a case such as this we may offer you an upgrade at no extra cost to you. Or you have the choice of: 1) accepting our move to the alternative property at a lower price and we will refund 110% of the price difference 2) cancelling your holiday and receiving a full refund of all monies paid to us.

Client Cancellation
If you have to cancel your holiday booking a cancellation charge will be calculated from the first working day after we have been formally notified by you:

• 56 days or more prior to your scheduled arrival date, your deposit only.
• Between 55 and 30 days of your scheduled arrival date 50% of the booking price.
• Between 29 and 15 days of your scheduled arrival date 70% of the booking price.
• Between 14 and 8 days of your scheduled arrival date 90% of the booking price.
• Between 7 and 0 days of your scheduled arrival date 100% of the booking price.

Client Compensation
In the event of us having to make a major change to a holiday, if the client decides to cancel the holiday, or the company cancels a clients holiday (other than force majeure or low bookings as defined below) the company will offer the following compensation

• More than 56 days before the scheduled arrival date: £0.00 per adult named in the original booking
• 55 to 29 days before the scheduled arrival date: £20.00 per adult named in the original booking
• 28 to 14 days before the scheduled arrival date: £30.00 per adult named in the original booking
• 13 to 0 days before the scheduled arrival date: £40.00 per adult named in the original booking

Force majeure means unusual and unforeseeable circumstances beyond the control of the Company the consequences of which neither the Company or its suppliers could avoid, including but not limited to, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, fire, flood, adverse weather conditions or the threat of any of these.

Building Works
Sunisle cannot be held responsible for any building works external to the property you have rented, and you acknowledge this as part of the terms and conditions of your booking with us. If works do occur during your stay, we will do our best to intervene, or try and find you alternative accommodation if it is available (this may have a cost implication), however please be aware that it may not be possible to do either, and in this situation we cannot be held responsible.

Low Bookings
Where an insufficient number of people have booked the property to make the operation financial viable in the advertised form. The company will never cancel a booking for Low Bookings less than 6 weeks prior to departure. If the Company becomes unable to provide a significant proportion of the holiday after it has commenced the Company will make suitable alternative arrangements for the Client at no extra charge to the client.

Travel Insurance
It is your responsibility to ensure that you and your party have adequate travel insurance to cover the cost of the potential issues such as: cancellation of holiday, serious delay, injury, loss or theft of possessions. Sunisle Holidays recommend that you investigate the free health cover that is provided within the EU to all EU citizens, details of this can be found on Form EHIC available from Post Offices.

Special Offers & Discounts
For properties that are available for arrivals within 14 days we often discount the price to attract late bookers. These properties may also carry other special offers such as a free hire car for other weeks of the season to give extra value to our clients. Once a property price is discounted for late bookers any other offers that may be attached to the property are no longer valid.

Free Flight Offers
From time to time and for specific dates we may offer a free flight with an accommodation booking. Free flights are sourced from third party suppliers and are subject to availability and price fluctuations. This offer is valid for a return adult flight up to a value of £250. If a flight price is greater than this amount, a reduction of £250 will be offered against the quoted price.

Complaints
If you have any reason to complain you must inform our local representative immediately. They are there to help and it is much easier to sort problems out on the spot. If you do not report a problem while on the island and give us the chance to remedy it, we will not be able to consider it retrospectively once you return home. If you do have any reason to complain after your return, you should contact our customer service relations by e-mail within 28 days of your return. You will be sent a reference number by them and the complaint will then be assessed and an appropriate response made by SunIsle. This must take place within 30 days of you leaving your accommodation. The agreement is subject to English law.

Duty of Care
We expect all of our clients to show the proper respect and care for the property that they are staying in. Whilst accidents and breakages do occur, we do expect our guests to notify us of such problems so that they can be put right in time for the arrival of the next guests. In respect of serious or negligent damage, we reserve the right to claim back the full cost of making good from the lead person named on the confirmed booking. We reserve the right not to take a client booking for any reason.

Supplier Failure Insurance
Each holiday that we sell includes the price of Supplier Failure Insurance, which aims to provide cover to you for all holiday components that you have bought through us, regardless of the supplier, including the accommodation, car hire, transfers, flights and any other service booked through SunIsle. When making the booking, you will be required to confirm that you have read and agree with the SFC terms and conditions, which can be read by clicking here