Village Catalan - Booking Conditions and Fair Complaints Policy

Booking conditions:

Your booking is made with Acacia Resorts Ltd trading as Village Catalan, for the type of holiday accommodation specified in your booking confirmation. Bookings are accepted on a first come first serve basis, and it does not constitute a valid booking until it has been confirmed by Acacia Resorts.

25% deposit is payable on account with your booking. The balance is payable 60 days prior to arrival. If you book less than 60 days prior to arrival full payment is due with your booking. Utilitiy charges, tourist tax and any requested extras will be invoiced and payable with the balance. For winter bookings a security deposit of EUR 150 Euros (or GBP 100) is payable together with the balance payment.

Payments may be made by bank transfer or by cheque, bankers draft or money order in Euros, Pounds Sterling, US Dollars, Scandinavian currencies. Invoice amounts are based on Euros. Bank details required for transfer of payment will be included in the booking confirmation you receive from Acacia Resorts.

Acacia Resort's booking confirmation is subject to payment. If payment is not received at the agreed date the owner may cancel the agreement, while the tenant remains liable for payment as per the conditions of cancellation set out below. The rent does not include electricity, water, gas consumption and tourist tax, unless otherwise specified.

The security deposit, less any deductions, will be refunded at the end of your stay, or no later than 30 days thereafter. End-of-stay cleaning is not included. but can be made for a fee on request. The house must be vacated cleaned and ready for the next tenant. If required the owner or its agents can hire cleaning staff and charge the cost against the deposit. Any breakage must be reported to the reception prior to vacating the house.

Cancellation:

If the tenant cancels more than 60 days prior to the commencement of the rental period, the 25% deposit is withheld and any other moneys paid will be refunded. Cancellation less than 60 days before the rental period: the full payment is due and is not refundable unless another tenant can be found. Any prepaid utility charges and security deposit are fully refundable. A holiday cancellation cover is therefore recommended.

Unless otherwise agreed the rental period commences at Saturday 16.00 hours and ends at Saturday 10.00 hours.

When you make a reservation you and everyone in your party accept and agree to the booking conditions, including the Fair Complaints Policy .

Fair Complaints Policy

You are safe when you book with Acacia Resorts Village Catalan. Our complaints policy is fair to client and property owners and is aimed at protecting both from any unpleasant surprises. The basic principle is that it gives the property owner a chance to rectify any problems while giving the client a right to compensation if it is not handled satisfactorily.

Conditions:
1. Notify at once:
Any complaints must be made as soon as possible and within 24 hours of the occurrence giving reason for

complaint. You can reach us at the reception, or by telephone 04 6805 6571 when the reception is closed.

2. Resolving the problem:
We will try to resolve the problem once we are notified and at least the same day if it is reported before noon, otherwise the following day, subject to business hours only if we depend on external technical assistance or spare parts for repairs.

3. Replacement holiday home:
If the problem cannot be resolved within the time specified, we will offer you another, similar holiday home for the remainder of the pre-booked period, if and when possible (subject to availability).

4. Compensation:
Compensation for any inconvenience, when appropriate, will be offered as follows:

a) A proportional amount of the rent paid (i.e. 1/7th of the weekly price for each day), for the period beyond the time specified, which the problem causing reason for complaint remains unresolved.

b) The proportional difference in price in case a replacement holiday home is smaller or of a lesser type than the first holiday home.

Payment will be made promptly and no later than 30 days after your stay, in the same currency as you paid the rent. Any compensation is limited to the amount paid, and we are not liable for any incremental expenses, such as travel costs etc.

5. Exclusions:
Minor occurrences, such as light bulbs, fuses, blocked drainage etc. are not reasons for compensation, nor are force majeure situations such as any inconvenience caused by adverse weather. We reserve the right to refuse to pay compensation in case it is evident that the complaint was made purely in order to obtain payment.

6. If you are not satisfied:
If you are not satisfied that your complaint has been properly and fairly dealt with, you must notify us in writing within 30 days of the date you complained. The postal address is: Acacia Resorts Ltd., Le Village Catalan, F-

66820 Vernet-les-Bains, France

By accepting the booking conditions you accept this complaints policy.

Note: Please help us maintain a good record of guest satisfaction by reporting any problems and breakages during your stay to the reception.

Village Catalan | Booking | Back up |

Contact us by email, Phone France +33 (0)4 6805 6571, UK +44 (0)709 227 2402,
UK freephone 0800 652 1255, E-fax +44 (0)709 208 7367

We speak English - Vi taler dansk - On parle francais - Wir sprechen deutsch

Member of Acacia Resorts & Villas ™