Chessie Holidays

GENERAL TERMS
PRICES
Prices are confirmed at the time of the booking and override any previously quoted prices.
The currency for quotations is decided when the account is set up. Prices are quoted in USD.
All rates are net and inclusive of VAT.
Resort hotels may levy resort fees. This fee is collected by the hotels directly from clients and it is not included in CH’s offers. Resort fee information may be displayed in the remarks section on the voucher but not always.
CH has no responsibility for extra charges at hotels such as parking fees, mini fridge, safety box, television remote, sauna swimming pool use, etc.
CH aims to inform clients of any supplements implemented by the hotel such as gala dinners or compulsory dinners during festive seasons. However, CH cannot be held responsible for such supplements implemented by the hotel.
Rates do not include any provision for tips.
Hotel rates are sometimes quoted per room or per person sharing.
Private transfer rates are displayed per transfer.
Activity rates are displayed per person.
CH reserves the right to change prices at any time. CH will only increase the price of a confirmed booking if a government tax is levied.
CH’s prices are strictly confidential. The agent may only disclose them to employees of the agent. CH reserves the right to cancel the account with the agent if prices are revealed outside the company.
BOOKINGS DURING FAIR PERIODS AND SPECIAL EVENTS
During fair periods, exhibitions, sporting events, etc. prices may be closer to the rack rates of the hotels. To avoid dispute, CH advises the agent to inform the client that the price paid may sometimes be higher than that portrayed by the hotel.
Should any such rates apply, these will be confirmed at the time of booking and invoiced at the applicable rate. The agent must therefore advise the client to pay the increased price. If not the agent should cancel or amend the booking.
Occasionally the agent may be asked for a prepayment of the entire stay. If such prepayment should not reach CH within the dates discussed, CH reserves the right to cancel the reservation without issuing further warnings.
Some hotels may stipulate that bookings during Fair periods or high season are for a minimum stay. Once accepting the booking the agent will be liable for all the nights whereby no refund will be given. If canceling or departing earlier, full charges will apply.
In rare cases, during fair periods or specific events, the maximum number of adults rule may not apply (9 pax in 5 rooms). The hotel may cancel, or modify rates and booking conditions after the confirmation. During fair periods some hotels do not accept bookings for more than 3 rooms for the same period. If a booking has already been made, CH will inform the agent accordingly.
Rooms may not be held for these periods in fictitious names. In such cases, non-arrival charges may apply. If the agent does not book with the correct names, CH reserves the right to cancel the booking and/or impose a no-show/cancellation on behalf of the supplier. Hotels may reject bookings made with abbreviations, such as TBA

SERVICE & BOOKING STATUS
A booking (itinerary) may contain several services (one or several hotels, transfers, activities). The system will display the following statuses for each service in a booking:
Quotation – This is the initial stage. CH is quoting a price but no booking has been made.
Confirmed – the agent/client has successfully confirmed the booking.
On Request – the service has not been confirmed by the supplier. No booking has been made.
Pending – the service has not been confirmed by the supplier. No booking has been made.
Rejected – the service has not been confirmed by the supplier. No booking has been made.
Error – an error has occurred during the booking process. No booking has been made.
Cancelled – CH has processed the cancellation without any cancellation charges.
Cancelled with charges – CH has processed the cancellation and charges apply.
In some cases, a hotel or service may appear available in the search but appear “On Request” or ”Pending” once the agent tries to confirm. The reason may be that the allotment was taken before the agent was able to confirm or due to a technical reason. CH will attempt to confirm such a booking and will respond within 48 hrs to advise the final status of the booking.
In some cases, a hotel or service may appear available in the search but appear as “Rejected” or ”Error” once the agent tries to confirm. The agent/client will need to retry with another option.
PAYMENTS
The agent/client pays for all bookings with a valid VISA or Mastercard debit/credit card or by bank transfer. CH will prompt the agent/client if a card payment is required to confirm the booking.
The agent/client confirms that the card used is valid, the property of the agent, and that there are sufficient funds to cover the services booked. CH will obtain validation of the card and no service will be confirmed unless the validation is successful. The card will be charged once the agent confirms the booking.
Card payments need to be made a minimum of 10 days before the cancellation deadline of the service.
Payments by bank transfer need to reach CH’s bank account a minimum of 10 days before the cancellation deadline of the service.
Please note that our banks are closed on Saturdays and Sundays and Kenya public holidays. Please plan your payments accordingly to avoid delays in settlement.
Refunds will be credited to the card used to pay for the booking or to a bank account of the client/agent’s choice, less any cancellation fees and any bank fees levied.
All bank charges are borne by the agent/client.
PROTECTION OF CREDIT CARD INFORMATION
Only authorized employees are permitted to access credit card information for performing their duties .CH’s server and network are protected by firewalls against unauthorized access. CH may need to change the way it collects and processes personal information. This Privacy Statement may therefore be amended from time to time to reflect the latest changes.
DISPUTES AND TERMINATION
If clients are dissatisfied with any of the arrangements made by CH, they should use the telephone numbers provided immediately when the problem occurs. Hotels and other suppliers are more likely to resolve matters if problems are reported at the time. CH must be notified about complaints within 7 days of the departure from the city in which the complaint arose.
CH does not take any responsibility for the quality of the hotel booked. Any complaints relating to hotel facilities, standards, or quality do need to be brought to the attention of the hotel management at the time of the stay so the hotel can be allowed to try and rectify the situation. If the agent has done this and has not received a satisfactory resolution to the problem, please contact CH. If an offer or reduction is made by the hotel where CH is required to resolve the issue later, the client will need to provide proof of this in writing endorsed and signed by the hotel.
In the event of a problem at the hotel that results in clients having to pay, including but not limited to an unnecessary fee, for a service that is expected to be provided, the client is asked to obtain any receipts as proof of purchase. Please submit the receipt(s) to CH. Please note that CH cannot refund any costs without the provision of a receipt. Please note that a full refund is not guaranteed.
CH’s agreement with the agent will be terminated if the agent does not pay any amount owed by the agreed payment date, ceases to trade, threatens to cease to trade, goes into any form of liquidation, starts to be run by an appointed receiver or administrator, breach any of agent obligations contained within these and/or any other terms or do not remedy that breach within 7 days of CH advising agent of the breach and the remedy CH requires. Such a termination in these circumstances will in no way affect any other rights CH has under this agreement.
VOUCHERS
Vouchers will be available online once the booking has been processed. Clients need to present the vouchers provided to the hotel/supplier upon check-in/start of service.
There is one voucher for each service booked so the agent may receive several vouchers for one itinerary. It is the agent’s responsibility to check that the details in the voucher(s) are correct and to inform CH of any errors.
The agent will provide the client with the voucher(s) supplied by CH. The agent will instruct the client to present the voucher to the Hotel/Supplier. If the client is unable to present a voucher, the hotel/supplier may not honor the booking.
If the agent has passed on a voucher for a booking, which is later canceled, but the voucher is sent to CH by the supplier with their invoice as the client used the service, CH will charge the agent according to the stay detailed on the voucher.
CANCELLATIONS & AMENDMENTS
The cancellation deadline will be displayed for each hotel option at the time of the booking. Bookings canceled later than this are subject to cancellation charges. These will be advised at the time of the booking. No-shows will carry a minimum charge of one night to cover the first night of the stay. However, if a different minimum stay is stipulated by the hotel, the minimum stay period or the entire period of the booking will be charged.
Should any client leave a hotel before the end of their booked stay or attempt to cancel directly with the supplier, CH cannot offer any refund.
Amendments e.g. decreased number of nights, may be considered as a new booking by hotels who may apply different rates. CH will advise the agent if this happens.
At the time of booking the real name of the client should be entered. Hotels have the right to refuse any change of name. In such cases, the booking may need to be canceled and re-booked. CH will not be liable for changes in availability or rates.
Unless otherwise stated, Transfers and Activities can be canceled without charge up to 72 hrs before the service. Cancellations made after this may carry a charge of as much as 100% of the price of the transfer/activity. No-shows will carry a 100% charge.
HOTELS
Although CH works hard to maintain the accuracy of the information provided, the agent/clients accept that the availability of the facilities and features listed for each hotel are under the control of each hotel, and as such CH is not responsible if facilities or features are not available.
Hotel maps in the system are for information purposes only. For accurate information please refer to the address of the hotel in the voucher. For travel directions and complete location information, it is advised to contact the hotel directly.
To provide the best available rates and the widest range of hotels, CH has access to different wholesalers, providers, and hotel chains. If a hotel mapping issue arises regarding the hotel name and address, please refer to the name displayed on the voucher (and not the search page) where the final hotel information is displayed. CH cannot be held responsible if the agent proceeds with this booking. It’s the client’s responsibility to check all the booking details (hotel name, hotel address, dates, room types etc.).
Check-in times vary from country to country. This usually ranges from between 14.00 - 16.00.
CH makes every effort to ensure images used are indicative of the product being sold and are up to date. Images may be a generic representation of a product. CH cannot guarantee their accuracy.
CH will always try to provide the room type(s) booked, however, there may be occasions when instead of a double-bedded room, a twin may be allocated. CH guarantees the room will be suitable for the number of guests booked.
The hotel’s star rating is the one stated by the hotel itself and it is subject to change at any time. Furthermore, the application of star ratings may vary in quality from country to country and should not be relied upon alone to indicate the quality of the accommodation.
The type and size of rooms provided by a hotel (such as single, or double) may also vary from country to country. It is up to the agent to independently check that the type of accommodation and services provided by each hotel meets the client’s needs.
TRANSFERS
In some destinations, it may not be possible for the transfer/shuttle to pick up and drop off at the given pickup/drop points. The pickup/drop may happen at a central point within reasonable walking distance from the given pick-up/drop points.
Due to specific restrictions, including but not limited to, infrastructure work and traffic conditions, door-to-door pick-up and drop-off may not always be possible. Where these restrictions occur, the vehicle will collect/drop clients from the nearest accessible point.
Should the transfer not arrive and the client has followed the procedure stipulated on the voucher by calling the relevant telephone numbers, the client may need to seek an alternative transport method. When paying for alternative transport please ensure that a receipt is obtained. Please submit the receipt to CH as soon as possible. There is no guarantee that this will be refunded, however if the supplier is found to be at fault, CH will refund the cost of the alternative transport.
If the client’s arrival flight is diverted, delayed, or canceled, or if clients are delayed in customs/immigration it’s recommended that the agent/client contacts the supplier via the telephone numbers provided. Every effort will be made to accommodate changes. This may not always be possible and will depend on the operational demands of the supplier. It may not always be viable for the driver to wait and the client may have to make arrangements at the client’s own cost. If the supplier can accommodate the new arrival time an additional charge may be applied.
Waiting times vary subject to the service being provided. Clients should refer to the voucher for information on waiting times.
CH is not responsible for ensuring the suitability of pickup times, drop-off times, or durations of transfers.
ACTIVITIES
Although CH works hard to maintain the accuracy of the information provided, the agent accepts that information relating to changes in timings, operational hours, pick up/drop off locations, changes in routes and inclusions can occur at short notice and that CH is not responsible for such changes.
Some services are “On request” basis and therefore subject to supplier confirmation. These services are subject to availability at the time of booking. CH is not responsible for cancellation by a supplier due to weather conditions, minimum passenger number requirements, or other extenuating circumstances.
CHILD AND INFANT POLICY
HOTELS
The child cost will be included in the total hotel cost. Children/infants must be specified in each booking. CH will not accept charges levied by hotels due to an incorrect child count. Child bedding is not always specified and may consist of a rollaway bed, sofa bed, or similar. In some cases, children will share a bed with adults.
TRANSFERS
Transfers are quoted per transfer. Children have no impact on the price. Any child added to a booking will occupy one seat. If a child seat is required, there may be an additional charge. Children/infants must be specified in each booking. CH will not accept charges levied by suppliers due to an incorrect child count. Required car seats must be advised at the time of booking. In some countries, the child car seat is required by law. Transfers may be refused at pick up if child requirements were not advised.
ACTIVITIES
Activities are quoted per person and there is commonly a 25-50% discount for children. The discounted price is applied at the time of the booking and displayed as part of the total price. Children/infants must be specified in each booking. CH will not accept charges levied by suppliers due to an incorrect child count. Some activities are not suitable for young children. Please check all activity descriptions for child age requirements before confirming. CH is not held responsible or liable if a supplier denies a service to underage children.