Booking Conditions

P.T.S.
Terms & Conditions 

1. All UK hotel/tour and excursion rates are in Pounds Sterling per person per night, inclusive of local tax at the present rate and continental breakfast. Transfer Rates are expressed 'per service'. All other European destinations are in Euros.
2. When PTS confirms a reservation, it serves as a definite booking and do not require reconfirmation from the agent. Should the booking not be required it is the responsibility of the agent to cancel the booking with PTS. All amendments and/or cancellations must be received in our office by 15:00 hours UK time, two working days (Mon-Fri) before arrival to avoid charges. Cancellation during Fair Dates may differ from our regular cancellation policy, and there will be notified in the addendum. See note 22 below. In some instances where indicated in the comments section this may be different. With Apartments release dates and cancellation policy will be specified on each confirmation.
3. All bookings are subject to availability at the time of the reservation. Should your choice of hotel not be available we will automatically book and confirm your clients into an alternative hotel of comparable standard where available. If this is not suitable you must cancel the reservation or a no show charge will be made.
4. Please note that we will automatically fax/email cancellation confirmations to our agents. Unless you receive this cancellation fax/email from us you cannot consider the booking as cancelled.
5. Child Policy - All hotels child policies will be indicated on the website in the information section after request of children has been made. 
6. Four-bedded rooms, (Quads), are subject to availability, and strictly on a request basis.
7. The FIT Reservation Department's normal working hours are Monday to Friday from 9:00 to 17:30 hours UK time. It is closed every Saturday & Sunday and also on all UK bank holidays. The emergency number will be on our answering service and a duty manager will be able to help you 24/7.
8. PTS will not accept changes to an itinerary directly from a passenger without authorisation from their handling agent. Agents, which cancel direct to PTS's suppliers without informing PTS, may be liable to charges.
9. When packages are booked, certain parts of the package cannot be altered or cancelled without costs to us. For this reason PTS will not offer any refund on packages, nor will any refund be given for any item of a package not utilised or cancelled during travel.
10. In the case of a non-arrival, PTS reserves the right to charge a one-night non-arrival or no-show charge.
11. During fair, exhibition and year-end periods rooms may only be available at the official (rack) rates or higher.
12. Sightseeing and/or car transfer services can be purchased only in conjunction with hotel accommodation.
13. PTS reserves the right to amend any prices at any time due to fluctuations in currency exchange rates or government taxes.
14. Should any passenger alter their stay directly with a hotel while travelling, PTS will need a confirmation letter from the duty manager of that hotel stating that the change has been accepted and that no charges will be levied to PTS. PTS will require a copy of this letter within 30 days of clients' departure for the client to qualify for any financial adjustment. After that period no requests will be accepted.
15. Our rates are strictly private and confidential and should not be disclosed to any of our competitors.
16. Please note that all theatre tickets and train tickets are prepaid by PTS. Therefore no refunds will be made for amendments or cancellations.
17. Actual contents of regular sightseeing itineraries and/or times are subject to change without prior notice.
18. All vouchers issued by the agent must include PTS's reservation reference number, and must state that the reservation is booked and guaranteed by PTS Ltd.
19. Only Pound Sterling funds wired directly to our bank by telegraphic transfer will be accepted.

2. 

Account details:
Barclays Bank, Corporate Division, The Lea Valley GroupTurnford Place, Turnford, Broxbourne, Herts, EN10 6NH

20. Please refer to the Payment Procedures below for important additional information.
21. Terms and Conditions are subject to English law and to the exclusive jurisdiction of the courts of England and Wales.

P.T.S.
Booking Procedure 

1. When requesting a booking manually, please aid clarity by writing clearly in English on YOUR company headed paper using the following format: -
A) Pax name with family name first followed by initials and title
B) City name
C) Hotel name
D) Date of arrival
E) Number of nights
F) Number and type of rooms
G) Type of breakfastH) Comments/remarks
2. Please categorise bookings under the headings of:
A) New bookings
B) Amendments
C) Cancellations
D) Chaser, 2nd request or Reminder
Please note that one of the above headings must be used so your reservation can be processed quickly and correctly.
3. Please note that all amendments, cancellations, chasers and 2nd requests must quote a PTS reservation number in addition to items A-H above.
4. Fax/E-mail - all reservations should be made by fax but e-mail is preferred. However PTS will not accept responsibility for e-mail correspondence, which arrives late or is never received at PTS. To prevent confusion over interpretations of your instructions, when cancelling or amending please do not add new instructions on old e-mails / faxes. Please state clearly what you want to cancel quoting what PTS is holding, i.e. PTS res number, and not what was originally requested, as they may be different.

Payment Procedure

1. For any new agent wishing to utilise PTS online services, a floating deposit equivalent to one month's business should be lodged with PTS (this will then be deemed the Credit Limit). If a deposit is not received by PTS, the agent will revert to a 'pre-payment' procedure where PTS must receive payment from the agent for any booking at least 10 days before the reservation arrival date. Failure to do so may result in the reservation being cancelled
2. All credit payments should be made within thirty days of the first day of arrival in currency of the invoice. Delay in payment will result in curtailment of services. The credit payment procedure is as follows: Payment should reach PTS no later than the 15th of each month for the previous months business - this will give an average credit period of 30 days.
3. Every payment must be accompanied by a clear remittance advice. This should be sent by fax promptly in order that PTS receives it by the payment date. The following must be stated clearly:
A) PTS invoice number(s) and amounts paid per invoice must be listed showing a total which equates to the payment sent.
B) All remittance advices must be in the same currency as the PTS tariff and sales invoice.
C) Payments which are less than PTS invoice value must be explained in full showing:

• PTS invoice number 

• PTA reservation number 

• Pax name, arrival date, hotel, etc. 

• The amount of and the reason for the underpayment 

• All evidence backing up any claim for refund, i.e. copies, cancellation/amendment faxes, etc. 
  

D) PTS will not tolerate non-payment of undisputed invoices simply because the Agent disputes other PTS invoices.
E) Any agent which breaches their credit limit will be advised as such and will be requested to remit further funds to facilitate further bookings. If an agent has not received recent invoices perhaps due to postal delay, PTS can send copies by facsimile but we must stress that no further bookings will be taken until further funds are received.
F) Cost of remitting payment to PTS must be borne by the agent. PTS will not tolerate any deduction from invoices by agent for bank charges.
G) Refer to Terms and Conditions, item 19, for account details where payments should be sent.
H) Any payments made into an incorrect currency bank account will be credited at an exchange rate imposed by PTS.

Disputes

PTS would prefer to have the opportunity of improving the clients' quality of stay rather than satisfying any disappointments upon their return home.

If your clients are dissatisfied with any of the arrangements that PTS have made for them, they should contact the telephone numbers provided WHILE THEY ARE IN EUROPE. Hotels and suppliers are more likely to help us resolve matters or achieve refunds if your clients report any problems during their stay.

PTS cannot accept liability in respect of any complaint that is not reported to us after 6 weeks from clients 1st arrival date.

Personalised Travel Services Ltd Trinity House, Foxes Parade, Waltham Abbey Essex EN9 1PH 
Tel: 00+44(0)1992 783000