Terms and Conditions

When you book with CONNAISSANCE TRAVEL (hereinafter referred to as CT), you agree to the terms and conditions stated on this page. Please ensure that you read and understand these before booking your vacation.

How to Book:
Deposit and Payment: Prices are in Canadian dollars per person double occupancy unless otherwise stated and are subject to change. A non-Refundable Deposit of $250 (Canadian dollars), per person, is required at the time of booking. Travel Insurance, if purchased, is due with deposit. Your Booking Agent (hereinafter expressed as Agent), or you (if you booked on this site), is responsible for ensuring that we receive full payment. The balance is due at CT 60 days prior to departure; immediately if you book within 60 days. We reserve the right to cancel your booking if not fully paid at due date.

Credit Cards:
We accept Mastercard, Visa, American Express and Diners Club in Canadian dollars only. If you wish to change your credit card payment after it is processed, change fees will apply. Your verbal authorization of the use of your card indicates your compliance with our booking terms and conditions and confirms your reservation whether or not you have actually signed the appropriate draft. A written authorization with your signature may be required.

Pricing:
Prices on this website include all mandatory hotel taxes and service charges. Additional charges for Canadian transportation tax, departure taxes and tourist cards are shown separately and must be paid in advance unless otherwise indicated. G.S.T., H.S.T. and other transportation-related fees, where applicable, are included in the departure taxes figure. Other charges may apply.
Special Requests: We will do our best to convey your special accommodation requests and other requirements but these are strictly at the discretion of the hotel, and cannot be confirmed prior to departure and may be subject to surcharges payable locally. CT is not responsible if these special requests are not met. Requests for complimentary accommodation upgrades (where these upgrades are available at a published price) are not possible.

Passengers with Special Needs: CT must be advised of special requirements at the time of booking and we will make every effort to accommodate special requests, but cannot confirm a reservation until all travel suppliers have acknowledged that they can provide the services requested. There may be a charge for some services such as special transfers. CT or its suppliers may have to deny boarding if prior notification is not given - even with medical certificate.

Inflight Services:
Charges may apply to in-flight services on some carriers. Any special in-flight meals must be requested at least 72 hours prior to departure. In-flight entertainment: Some airlines may charge for headsets. Animals: Only service animals are permitted on board.

Children:
Infants under two years of age at completion of travel, fly free of charge (one infant per adult 13 years plus) but are not allocated an aircraft seat nor any baggage allowance. Be sure to advise your agent or CONNAISSANCE TRAVEL at time of booking if infants will be travelling. If an infant turns two while in destination, a round-trip child fare must be purchased prior to travel. Infants under 6 weeks require a doctor's certificate. Skycots are available on limited "first come" basis (depending on aircraft type); request at time of booking. Requests for cribs or other services must be made at time of booking and paid for directly at the hotel. Package prices for children (age 2 to 11 unless otherwise specified) are based on a child sharing with two full-paying adults or with one adult who pays the single supplement (unless otherwise stated). Two children sharing a room on their own each pay full adult price.

Holiday Insurance:
In the case of cancellation due to health problems or unforeseen circumstances it is extremely important that all travellers be insured, especially in light of limited provincial health care coverage. Since CT cannot accept responsibility for travellers' health problems, we strongly recommend that you purchase the special Insurance plan offered by CT or secure equally comprehensive coverage from your Agent. Medical coverage can be purchased at any time prior to departure by calling 416 292-9465

Reservations, deposits and payment:

• A non-refundable deposit of $500.00 plus optional Travel Insurance Premium is due at the time of booking.
• Balance is due 90 days prior to departure.
• A credit card merchant fee may apply when payment is made by credit card.
• If a booking is made 90 days or less prior to departure full payment is due. Reservations received after this date are subject to availability and currency fluctuations.

Cancellations & refunds:

• All cancellations must be submitted in writing.
• 90 days prior to departure your full deposit plus Travel Insurance Premium
  will be retained.
• 89 – 60 days prior to departure 50% of the total price plus Travel Insurance Premium will be retained.
• 59 – 30 days prior to departure 75% of total price plus Travel Insurance Premium will be retained.
• 29 – 0 days prior to departure 100% of total price plus Travel Insurance Premium will be retained.
• Refunds for unused accommodation and services are limited to the amounts returned by carriers, sightseeing operators and hotels.
• We recommend strongly that you purchase cancellation insurance.

Cancellation and Changes:
Any change to a booking requested more than 45 days prior to departure is subject to a Canadian $50 administration fee (including G.S.T.). A name correction, change of name, departure date or tour within 45 days of departure makes the booking subject to full applicable cancellation charges. Changing all names on file constitutes a cancellation. If rooming requirements are altered due to cancellation by one or more passengers, the passengers still travelling must pay the applicable rate for the accommodation to be occupied. Once travel has commenced, NO changes to the booking are permitted.

NOTE: Changes or adjustments to a reservation will not be accepted within 30 days prior to departure. All cancellations, charges or refund requests must be received in writing at the offices of CONNAISSANCE TRAVEL and shall be considered in effect as of the date received. Cancellation or changes made up to 60 days prior to departure will be subject to a non-refundable penalty of $250 Canadian, per person. Those made between 59 and 45 days prior to departure will be subject to a penalty of 30% of the total package price, per person. Between 44 and 30 days prior to departure, a penalty of 50% per person will apply. Between 29 days and the day of departure, NO REFUNDS will be granted thereafter. Should a participant be unable to travel on the day of departure or leave a tour prior to its completion, no refunds will be granted for unused services. For those participants making their own connecting flights to coincide with the program, we suggest that ample time be allowed between flights. CONNAISSANCE TRAVEL does not accept any responsibility for additional charges or expenses that result from a change of flight times or misconnections and no refunds will be issued for services not provided. No claim or refund will be considered unless submitted in writing and received by CONNAISSANCE TRAVEL within 30 days of the termination of travel.

Cancellation by Connaissance Travel:
Occasionally an advertised facility is either modified or not available. Sometimes even after confirming your booking, we may have to make changes to your holiday arrangements. Most changes will be minor. However, occasionally, we must make a major change to your holiday prior to your departure.

If we make a major change, we will advise you or your agent as soon as possible, and you may:
a. accept the change as offered
b. select an alternate vacation with CT as available and at the applicable price
c. cancel your vacation completely with a full refund of the price paid to CT

Sometimes the accommodation reserved is not available for reasons such as unexpected maintenance problems or overbooking, and a substitute hotel of equal or greater quality is provided. If the hotel standard is downgraded, a refund for any difference in price would be issued. We reserve the right to change published prices without notice or to pass on government-imposed taxes, transportation-related fees or surcharges including those for fuel or currency fluctuations to the traveller.

Important Note: We may not be able to refund in full for changes made because of war or threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics or health risks, technical problems with transport as well as flight delays due to weather or for mechanical reasons, or overbooking, and a substitute hotel of equal or greater quality is provided. If the hotel standard is downgraded, a refund for any difference in price would be issued. We reserve the right to change published prices without notice or to pass on government-imposed taxes, transportation-related fees or surcharges including those for fuel or currency fluctuations to the traveller.

Important Note: We may not be able to refund in full for changes made because of war or threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics or health risks, technical problems with transport as well as flight delays due to weather or for mechanical reasons, government action, closed or congested airports or ports, supplier insolvency and similar events beyond our control. Furthermore, suppliers may have the right to substitute other suppliers in their place and without notice to you. CONNAISSANCE TRAVEL does not assume responsibility for any claims whatsoever resulting from such substitution.

Ticket Issuance:
Tickets on fully paid bookings will be sent to you or your Agent at least 14 working days prior to departure. All tickets are non-refundable and are valid only for flights and dates purchased and cannot be exchanged for other flights. Reissue of a lost or stolen ticket is subject to a CDN$30 administration fee (US$30 if issued outside Canada). Payment of any airport improvement tax levied is the responsibility of the passenger. Certain destinations require tourist cards that will be subject to additional reissue fees if lost, stolen or incorrectly completed.

Documentation:
It is your responsibility to ensure you have the necessary identification for travel to your destination and it is your responsibility to obtain, at your expense, such documentation. We strongly recommend that you travel with a valid passport (valid at least 6 months beyond your return date) and be prepared to present government issued photo identification before boarding a flight. Every passenger above 16 years of age travelling on Domestic flights is required to present a piece of Government issued photo ID (Passport, PR Card or Drivers License). A birth certificate is not sufficient. Where a country allows Canadians entry with a birth certificate, photo I.D. (such as a driver's license) will also be required. Landed immigrants without Canadian citizenship or Permanent Resident Card may be denied boarding upon return to Canada. If your travel documents are not in order you may be refused boarding, you will be responsible for any costs incurred in catching up with your tour and no tour refund. will be issued. A criminal record can also lead to denial of entry or passage to destination. Children and infants require proof of citizenship and date of birth. For destinations requiring a passport, children must also have separate passport identification. Certain countries may require visas for entry. Please contact the applicable consulate office for more information.
Special notarized documentation may be required for unaccompanied minors, and also children under 18 travelling without both parents. Parents, especially those with different surnames from their children, should carry documentation proving custodial rights. Landed immigrants without Canadian citizenship or Permanent Resident Cards may be denied boarding upon return to Canada. Ask for details at time of booking.

Baggage Allowance:
Normal airline baggage regulations apply to your flight arrangements. Most carriers used by CONNAISSANCE TRAVEL allow a total of 20 kg (44 lbs) of checked baggage consisting of a maximum of two (2) pieces per person. Transportation of correctly packaged sports equipment such as golf gear, windsurfers, skis, sailboards, strollers, car seats, etc.  is at the discretion of the airline (subject to operational requirements) at no additional charge. Mark and lock your luggage and never leave it unattended. Lost, delayed, or damaged baggage is the responsibility of the airline - with the exception of sports equipment which is not covered and must be insured separately. In the event that your baggage is delayed at your destination or upon your return home, please contact the airline representative before leaving the airport. Failure to do so will invalidate your claim. Baggage handling is performed by independent contractors over which CT has no control. We cannot assume responsibility for loss of or damage to baggage or other possessions, and strongly recommend you purchase insurance to cover this.

Hotel Check-In & Check-Out:
Regardless of your flight arrival or departure time, most hotels expect departing guests to vacate rooms by 12 noon and arriving guests to check-in after approximately 3pm to allow for cleaning. In all-inclusive hotels, property privileges commence at check-in and discontinue upon check-out. CT cannot assume responsibility for any loss or damage resulting from using bellman services.

Rep Service & Problem Handling:
If you have any queries or problems, please raise them with CT and/or the hotel management during your stay. In the event of an emergency, contact the hotel management, CT or your Travel Agent. Do not leave your complaint until you return home! Failure to inform either the hotel, CT or your Travel Agent will preclude your right to pursue a claim against us. If the complaint cannot be resolved at the destination, please notify SWH in writing within 30 days of your return. This contract, regardless of where it is performed, shall be interpreted in accordance with the laws of the Province of Ontario. Any claim, dispute or controversy (whether in contract or tort, pursuant to a statute or regulation, or otherwise) arising out of these terms and conditions, your travel or travel arrangements, oral or written statements, advertisements or promotions relating to your travel or otherwise between you and CT (collectively a "Claim") shall be referred to and determined by a sole arbitrator (to the exclusion of the courts). Arbitration will be conducted in a forum and under rules that we agree on, and failing an agreement will be conducted under the statute governing arbitration in the Province of Ontario. You hereby expressly waive any right to commence or participate in any class action against CT and you expressly agree to opt out of any class proceeding against CT. We cannot accept liability for any representations made by Agents, hotel employees or suppliers of any kind. No agent or representative of CT may waive any provisions of these Terms & Conditions. The invalidity of any provision contained herein shall not affect the validity of any other provision.

Construction and New Hotels:
All hotels undergo routine maintenance and renovation. In popular resort areas there is considerable on-going construction and CT is not responsible for any interruption and/or inconvenience you may encounter as a result. At brand new hotels, some facilities may not be fully functional and landscaping and other finishing touches may be ongoing during your stay. If we are advised that significant work at your hotel will be in progress during your stay or any major facilities will not be available, we will try to advise you prior to departure.

Rental Cars:
All car rentals are subject to legal terms, conditions and pricing procedures of car rental companies in effect at the time of printing. In the event of subsequent enactment of any law in the country where the rental commences which restricts or prohibits any of these terms, conditions, or pricing procedures, the car rental companies' conditions and prices will be subject to adjustment to the extent necessary to compensate for such restrictions or prohibitions. Universally, car rental companies require personal, valid credit cards upon vehicle pick up. All car rentals are based on 24 hour increments. Please note you will be responsible for any additional costs as a result of flight schedule changes.

Inclusions:
Your holiday includes only the travel services described. All other details are provided for your information only and should not be construed as being included in the price of your holiday. All included activities are on a first-come, first-served basis. Capacity may be limited during busy seasons and all activities take place weather permitting. Please note that sporting and social activities as well as amenities and entertainment may be provided on a complimentary basis by the hotel and do not constitute a cost component of the holiday. Drinks are available during bar opening hours only. À la carte dinners may be limited to one or two per week and reservations are usually required. Some restaurants have a dress code. Included features may vary and are subject to withdrawal by the hotel. Any withdrawn features are non-refundable. All activities are subject to availability of equipment and local reservations may be required. Daily activities programs are subject to an adequate number of participants. Introductory scuba lessons in the hotel pool do not comprise scuba certification. Bonus features do not have cash value. A bonus feature of Room Upgrade is strictly on a space available basis at check-in and cannot be guaranteed prior to your arrival.

Optional Tours & Activities:
We cannot be held responsible for sporting or other activities or optional tours sold locally, as these services are not operated by CT. Tours featured are all at extra charge, subject to change and availability. Mention in our brochure or on this website does not imply our endorsement.

Unused Tour Services:
No refund is allowed for unused tour services, including unused accommodation and car rental. All air tickets are non-refundable, valid only for the flight and/or dates purchased and cannot be exchanged or transferred.

Website Presentation:
Every effort has been made to ensure that prices, accommodations, food, beverages, ground transportation, airlines, photographs, pricing and all other services are as represented on this website. Imperial/metric conversions and drive times are approximate. CT cannot be held responsible for the acts or omissions of suppliers or for services and therefore reserves the right to alter or cancel any services you have purchased. Inclusions may vary depending on the weather, tour operator arrangements, or other uncertainties and are subject to change. The photographs appearing on this website are representational only and are not a guarantee that everything will be exactly as depicted at the location on arrival.

Tour Operator's Responsibility:
CT makes arrangements with airlines, transfer operators, hotels & other independent parties to provide you with the travel services and other services you purchase. Although we take care in selecting these suppliers, we have no control over them and, therefore, cannot be responsible for their acts or omissions. The travel services provided are subject to the applicable provincial Travel Industry Acts and Regulations there under and are subject to the conditions imposed by these suppliers and their liability is limited by their tariffs, conditions of carriage, tickets and vouchers and international conventions and agreements. CT shall not be responsible for any loss, damage or injury, whether physical or mental, or to property, resulting from any delay, substitution or deficiency of quality of equipment or service, or any act, omission, negligence or commission of any party supplying any of the services or accommodation herein, its agents, servants, employees, subcontractors or for any claims for such loss, damage, or injury, whether physical or mental, arising there from, or from any cause that arises by reason of actions of parties other than CT. We reserve the right to refuse any booking and decline any passengers as a member of these tours at any time. The liability of CT for any loss, damage or injury, whether physical or mental, arising from its own acts, omissions or negligence, is limited to the price of the services purchased.

Other Conditions:
Every effort is made to ensure the accuracy of information contained on this website or in this brochure. However, CONNAISSANCE TRAVEL cannot be held responsible for any typographical errors or omissions arising from unforeseen circumstances. It is your responsibility to comply with the terms and conditions or requirements of any service provider, or any country or governmental authority, or bear any costs or losses incurred as a consequence of not complying with them.

Privacy Policy:
CONNAISSANCE TRAVEL is committed to protecting the privacy of your personal information. We have developed a policy and related procedures to comply with the Personal Information and Electronics Document Act. Please click here to learn more.

It's Different Away from Home:
Canadians enjoy a living standard which is among the highest in the world. In other countries, the uninterrupted supply of water and electricity, local health conditions, levels of security and standards of food and beverages may differ from those enjoyed at home. In tropical climates, insects enjoy deluxe hotels as much as they do budget properties! Illness or inconvenience resulting from the services provided or omitted at the destination are outside the reasonable control of CT and CT bears no responsibility for such illness or inconvenience. Many resorts are frequented by topless sun bathers which is beyond the control of CT. CT cannot accept responsibility for the behavior of other guests/groups nor the withdrawal of services or facilities due to local cultural and political events or holidays. These circumstances are usually regulated by local governments and are beyond our control.

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