OUR COMMITMENT
BOOKING YOUR HOLIDAY
When you or your Travel Agent wish to confirm a holiday booking you must sign a Booking Form and pay a deposit. When you sign the booking form you are confirming that you understand, and have accepted our 'Booking Conditions. You are also accepting that the terms of our Code of Conduct form the basis of any contract between Dream to Reality Safaris and yourself, which is subject to the Kenyan Law and the exclusive juris diction to the Kenyan Courts. When booking your holiday, if you wish to make a modification to a holiday shown in the brochure we will try to assist. Should you wish to change to an alternative fea tured hotel, this will be charged at the difference in the published price, as long as Dream to Reality Safaris holds the space required. If we have to make a special request for alternative space, an administration fee will be charged. Additional ser vices will be quoted for upon request. Should you wish to extend your holiday making your own private arrangements, this can usually be requested subject to availability and an administration charge per night. In such a case Dream to Reality Safari’s liability will not exceed the flight contribution of the original holiday.
PAYING FOR YOUR HOLIDAY
After your booking is confirmed and a deposit received, an invoice will be sent to you detailing the total cost due, with full payment due not less than eight weeks before departure. If you do not pay in full eight weeks before departure, we reserve the right to cancel your booking and cancellation charges will apply. If you make a holiday booking within eight weeks of your departure date then you must pay the full cost of the holiday at the booking stage. Any monies paid by you to a Travel Agent before we confirm your holiday are held by the Travel Agent on your behalf. After we have sent you an invoice the Travel Agent holds the money as an Agent of Dream to Reality Safaris until such time as the Agent makes the money over to Dream To Reality Safaris.
MAKING CHANGES TO YOUR HOLIDAY BOOKING
If you want to change any part of your holiday arrangements after the confirmation invoice has been issued, this can be done (up to 61 days prior to your departure), for a charge per person, subject to availability and any extra costs incurred. If you want to make any changes within 61 days of your departure date then these will be treated as a cancellation of the original booking and cancellation charges will apply. It is important to note that if you change the name of any of the people on the booking, this will be treated as the cancellation of that person and cancellation charges may apply.
CANCELLING YOUR HOLIDAY
If you or anyone on your holiday booking decides to cancel the holiday we must be notified of the decision in writing. The cancellation will take effect from the day the written confirmation is received by Dream to Reality Safaris. The following will be payable or forfeited by you together with:
Up to 42 days before departure: the deposit
41-29 days before departure: 30% of holiday cost
28-15 days before departure: 70% of holiday cost
I 14-1 day(s) before departure: 90% of holiday cost
Less than 1 day before departure: 100% of holiday cost.
We would strongly recommend that you take your Full Insurance cover, .
IF YOU HAVE A COMPLAIN
If you have a case for complaint whilst on holiday, you must bring it to the attention of the Company's local Representative or Agent, and/or the Hotel who will do their best to rectify the situation. It is unreasonable to take NO action whilst on holiday, but then to write a letter of complaint upon return. However should a problem remain unresolved you should make a complaint in writing to Dream to Reality Safaris within 28 days of the completion of the holiday. Please remember to quote your holiday booking number/reference.
PROVIDING YOUR HOLIDAY - We will arrange to provide you with the various services which form part of the holiday you book with us. When you make your booking you will be advised of any increase to the prices in the brochure which are known at the time. The booking is not accepted until the date shown on the Confirmation Invoice, which will be sent to you or your Travel Agent. It is only then that a Contract exists between you and Dream to Reality Safaris.
IF WE CHANGE YOUR HOLIDAY BEFORE YOUR DEPARTURE - We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. However, we plan a long time in advance for your holiday, and use the services of independent suppliers such as Airlines, Hoteliers, etc., over whom we have no direct control. It is therefore the case, that on occasions changes do have to be made and we reserve the right to make these. Most of these changes are minor how ever, if we consider them a MAJOR CHANGE we will Endeavour to advise you or your Travel Agent before you depart. We consider a MAJOR CHANGE to be one where there has been a significant change of resort, a change of accommodation to that of a lower category and/or price, a change of flight time of more than 12 hours, and a change of departure Airport.
IMPORTANT NOTE: We will not pay any compensation for changes which arise as a result of situations outside of our control. For example technical or maintenance problems with transport, changes imposed by re-scheduling or cancellation of flights by an Airline or main chatterer, the alteration of the airline or aircraft type. War or threat of War, civil strife, industrial disputes, natural disaster, bad weather, terrorist activity.
IF WE CHANGE YOUR HOLIDAY ACCOMMODATION WHILST IN RESORT - We do not control the day to day management of your accommodation, and it is possible that we may be advised that the reserved accommodation is not suitable when you arrive at your resort. If this happens, we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the price between the accommodation booked and that available.
IF WE CANCEL YOUR HOLIDAY - We reserve the right to cancel your holiday for any reason (in the case of tours, cruises or safaris this may be because minimum numbers have not been reached). However we will not cancel your holiday within 8 weeks of departure unless it is for a reason outside our control (see IMPORTANT NOTE above). If we have to cancel your holiday we will offer you 1. An alternative holiday of comparable type, though if the alternative offered is at additional cost, the difference will be payable by you, and any Surcharge on the original booking will not apply or 2. A full refund of all monies paid. The above offers will not apply if the reasons for the cancellation are outside our control, i.e. in circumstances listed under our IMPORTANT NOTE, or where the cancellation by us arises out of non-payment or late payment on any part of the cost of your holiday, or for alterations requested by you within 42 days of departure, when cancellation charges will apply.
OUR COMMITMENT TO YOU FOR YOUR HOLIDAY ARRANGEMENTS - We will accept liability for matters which arise as a direct result of our negligence and/or breach of our contractual duty to exercise care in making arrangements for you, including any acts or omissions by our employees or agents. Further we will NOT accept liability for any negligent act or omission of our suppliers, who may operate elements of your holiday arrangements, including any claim involving death, personal injury or illness. In all such matters your first claim is with your insurers who must be notified by you in writing. Our own liability will not exceed a figure of twice that of the holiday cost. This is the upper limit and our maximum liability. In respect of carriage by air, sea and rail and the provision of accommodation, our liability in all cases will be limited in accordance with the relevant Kenyan constitution. It is important to note that travel with a particular carrier will be subject to the conditions of carriage of that carrier, some of which may limit liability. Operational decisions may be taken by Air Carriers and Airports resulting in delays, diversions or rescheduling. Dream to Reality Safaris has no control over such decisions and cannot therefore assume responsibility for any such actions.
OVERBOOKING - All rooms will be confirmed, but on occasion a hotel may subsequently overbook. When this occurs, through no fault of our own, we shall try our utmost to assist in making satisfactory alternative arrangements but can have no further liability to you.
RESORT DEVELOPMENT - Construction work can cause discomfort, vibration and noise at certain times in developing resorts. We have no control over building work stemming from a resort's growth in popularity and we are unable to anticipate the speed or extent to which development may occur. Should we learn of specific developments at or close to your accommodation and likely to affect the enjoyment of your holiday, then we will do our best to contact you before departing.
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