A - Unforeseen problems can obviously arise. It may be that some kitchen items are missing, for example, certain knives, glasses or items of cutlery. This may be because previous guests have taken the items or they have been broken and not replaced because it has not been previously reported. We ask you, therefore, to keep the property tidy during your stay and clean the used kitchen equipment prior to your departure for the arrival of the next guests. It may also be that light-bulbs need replacing because they again, have not been reported faulty be previous guests and unfortunately the maids do not have time to check every light-bulb in a property. Therefore, please report any missing items, breakages or light-bulb failures to the local office as soon as you notice them so that they can be replaced for you and future guests. Maid service is done to the best of their abilities, however, because of the tight restrictions on change-over days we do ask you to be reasonable and keep the property clean throughout your stay and wash the kitchen utensils used prior to your departure so that the next guests find the property how you would expect to.
In the unlikely event that you have a complaint about the property, its’ facilities or services provided (including a lack of or breakdown of an advertised appliance) whilst you are on holiday, then please inform our local representative as soon as possible. He or she is there to help you and may well be able to solve the problem on the spot or arrange for a technician to fix the problem. Should the representative be unable to resolve the complaint and you wish to take the matter further upon your return, detail your complaint in writing and send it to our UK office within twenty eight days of the completion of your holiday. We will not accept any complaints or any responsibility after this date has passed, nor will we consider any complaint that has not been reported to our representative in the resort. For full details please see the important information in relation to maid service, water, electricity, gas, satellite television matters etc.
It is unlikely that you will have a complaint that cannot be settled amicably between us. However, disputes arising out of, or in connection with this contract which cannot be settled amicably, may (if you wish) be referred to Arbitration under a special scheme which, though devised by arrangement with the Association of British Travel Agents, is administered quite independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of Arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person or £25,500 per booking form. Nor does it apply to claims, which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. If you elect to seek redress under this scheme, written notice of Arbitration must be received by the Association within 9 months after your scheduled date of return. Full details of the scheme are available from the Association of British Travel Agents at 68-71 Newman Street, London, W1P 4AH.