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General Terms & Conditions
Travalco USA, Inc.
Version 04/2014
Terms and Conditions 2014
Services Provided
Travalco USA, Inc. is a Receptive Tour Operator offering
inbound services to North America & Caribbean. As
such, it acts as facilitator only and not as a provider of
hotels and local services. Our suppliers of
transportation, excursions, accommodation, meals and
other services are independent contractors and not
agents or employees. Therefore neither Travalco USA,
Inc. nor any of its affiliates shall be liable for any
personal injury or death or damage arising out of the
performance or non-performance by such persons.
Confidentiality
Publications are confidential and solely for the use of
clients of Travalco USA, Inc. Users agree not to disclose
any contents to third parties or the general public.
The sale of our contracted FIT hotel rates and our
programs on the publicly accessible internet, without
the prior explicit written approval from Travalco USA,
Inc. is strictly prohibited.
Violation of confidentiality may result (but not limited
to) termination of the partnership with Travalco USA,
Inc.
Travalco USA, Inc. reserves the right to decline
bookings from any organization or person.
Copyright 2014 by Travalco USA Inc. All rights reserved.
No parts of this publication may be reproduced or
transmitted in any form or by any means without
permission in writing from Travalco USA Inc.
Rates
Unless specified all rates are quoted in US Dollars and
are net non-commissionable (unless otherwise stated).
Rates include all applicable taxes and mandatory
resort/service surcharges and gratuities imposed by
hotels, based on EP (European Plan) without meals, per
person, per night unless stated otherwise. Travalco
USA, Inc. is not liable for any optional gratuities for
service providers, such as (but not limited to) bellmen,
maid and / or attendants (that are not included in
published rates) have to be paid directly by guests.
Rates are subject to change without notice. Changes in
ordinance or any actions by local, state or federal
agencies or third parties may require changes in taxes
or rates. Travalco USA, Inc. reserves the right to modify
published prices.
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Child Policy
Children’s complimentary policies are listed with
Hotel Terms.
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FIT Hotel Policy
(Foreign Individual Traveler) Rates apply exclusively
to individual or family leisure travel and do not apply
to business or conventions bookings. Travalco USA,
Inc. is not liable for such bookings.
Special Events & Holidays
Rates published in this Tariff are available with
seasons duly noted. There are Special Events &
Holidays when Travalco USA, Inc. may have
obtained availability at rates higher than published
rates. On such occasions surcharges will be
confirmed at time of booking.
Black-outs
Black-outs can be imposed by our suppliers at any
time. At time of Black-out, hotels are in critical
occupancy status and can not confirm additional
reservation at published rates.
Booking Policies
All reservations should be made directly with our offices,
FlexTour Online or via our host-to-host XML interface.
Travalco USA, Inc. endeavors to answer all requests
(Mon – Fri) within 24-hours in writing.
Travalco USA, Inc. is not liable for any reservations,
changes and cancellations lost in the communications
process.
The client is responsible for providing Travalco USA, Inc.
with accurate name, date, language and product
description requests as well as timely notice of all
cancellations / changes through written notice and must
be in receipt of a Travalco USA, Inc. acknowledgement.
Any bookings that have not been cancelled according to
these procedures are considered live reservations and
subject to cancellation charges.
Our response will include your assigned trip reference
number (if available). This number must be used in all
future correspondence.
If a request cannot be met, Travalco USA, Inc. will
make an offer for an alternative unless advised
otherwise.
Alternatives offered are subject to availability at the
time of confirmation by the client. Rates can not be
guaranteed until final booking is made.
Almost all products in this tariff can be booked on-line
through Travalco USA, Inc. Host-to-Host system or our
web based booking system.
Host-to-host and online bookings are the sole
responsibility of the booking operator and therefore
Travalco USA, Inc. is never liable for any errors and
omissions from the operator.
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General Terms & Conditions
Travalco USA, Inc.
Version 04/2014
To prevent speculative bookings hotels often regard
certain bookings modifications as cancellations and rebooking. Cancellation charges may apply and there is no
guarantee that the new booking will be at original rate
and subject to availability.
Fictitious bookings are not allowed, once confirmed all
bookings are subject to all Terms and Conditions.
Multiple bookings may not be allowed because they can
be considered a Group Booking. Both the Hotel &
Travalco USA, Inc. reserve the right to cancel or refuse
to confirm these bookings.
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Pre-Pay Clients
Prepayment is due 15 days prior to service begin date
unless otherwise noted or the booking will be cancelled
without notice.
Any deviation of this policy can only be recognized when
contractually agreed on.
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Vouchers
Accommodation Vouchers:
Credit clients have the option to print accommodation
vouchers from FlexTour for all confirmed
accommodation with the use of their relevant logo or
use their own vouchers. (Conditions are stipulated in
the contract)
If indicated in hotel description, that other charges such
as (but not limited to) bellman, maid, pool attendant,
gratuities are included, vouchers should clearly state
such inclusions which must have been confirmed by
Travalco USA, Inc. Client vouchers should state that
reservation and payment is done be Travalco USA, Inc.
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Travalco USA, Inc. is never liable for any services not
specifically requested, confirmed and noted on voucher.
There will be no refund for any portion of the prepackaged program or vouchers that are not used by the
passenger.
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o
Wire Routing number:
ABA # 121000248
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SWIFT Code:
WFBIUS6S
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Bank Name:
Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
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Account Number:
2000037370989
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Account Title:
Travalco USA, Inc.
Check Payments
US $ checks drawn on US branches can be mailed
to:
Travalco USA Inc.
Attn: Accounts Receivable
The Village at Gulfstream Park
601 Silks Run, Suite 2470 Hallandale Beach, FL
33009
United States of America
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Credit Card
Credit card payments are subject to a 3%
administration fee.
Credit Clients
Conditions determined by contract.
Floating deposit required.
Deposit amount will determine credit line.
Online booking through FlexTour up to 3 days prior
to arrival.
XML Integration possibilities with up to last minute
availability.
Remote voucher printing for accommodations.
Wire Transfers and ACH Credits
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Payment
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Exclude the following
o XML Integrations
o Remote Voucher printing
o No access to book experiences and
transportation services
o No access to book Caribbean or National Park
product.
Online Bookings through FlexTour possible up to 28
days prior to arrival
Payment Options
All other vouchers concerning (but not limited to),
services, destination discoveries and experiences are
printed or issued electronically by Travalco USA, Inc. to
ensure proper instructions for the passengers and
recognition by the supplier.
Both Travalco USA, Inc. and its suppliers reserve the
right to refuse to honor vouchers for services not
booked trough Travalco USA, Inc. In the event that
Travalco USA, Inc. is charged for these services the
client will be billed.
Ability to book Caribbean & National Park
Accommodations.
Cancellation / Changes Policies
Travalco USA, Inc. Acknowledges and confirms all
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booking activity made in writing. (From initial
reservation to any changes and cancellations) It is your
responsibility to ensure you have a Travalco USA, Inc.
confirmation in writing for your latest activity and you
will be charged accordingly.
(whether war is declared or not), civil war, rebellion,
revolution, insurrection, military or usurped power or
confiscation, terrorist activities, nationalization,
government sanction, blockage, embargo, labor dispute,
strike, lockout or interruption or failure of power sources
Travalco USA, Inc. maintains separate change and
cancellation policies from hotel and service suppliers. No
third party is authorized to make representation of any
kind on Travalco USA, Inc.’s behalf.
Construction
Cancellation / Changes Charges
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Self-Drive Tours
- Up to 14 days prior to arrival No Charge
- 14 – 08 days prior to arrival 50%
- 07 – 03 days prior to arrival 75%
- 02 - 01 days prior to arrival 100%
- No shows 100%
Escorted Tours
- up to 30 day prior to arrival No charge
- 29 – 15 days prior to arrival 50%
- 14 – 03 days prior to arrival 75%
- 02 – 01 days prior to arrival 100%
- No Shows 100%
Destination Discoveries
- up to 15 days prior to arrival No charge
- 14 – 01 days prior to arrival 100%
- No Shows 100%
Individual Destinations Discoveries may be subject
to a different cancellation policy.
Experiences
- up to 8 days prior to arrival No charge
- 07 – 04 days prior to arrival 50%
- 03 – 01 days prior to arrival 100%
- No shows 100%
Transportation Services
- Up to 8 days prior to arrival No charge
- 07 – 04 days prior to arrival 50%
- 03 – 01 days prior to arrival 100%
- No Shows 100%
Accommodations
Accommodation imposed cancellation / no show fees
will apply as per individual accommodation policy.
When an accommodation supplier advises Travalco USA
Inc. that it will undergo construction, update soft good
or expect a pool closure, Travalco USA Inc. will advise
the client of such with the booking(s) that have been
made for this client. In addition it will have it noted in
the reservation system with each new booking and an
update in the weekly newsletter will appear.
In addition, clients are advised to check the Client
support file (hotel updates) on www.travalco.com to
have a total overview of all pending (construction) work.
If travelers decide to cancel their accommodation due to
this disturbance, Travalco USA Inc. will endeavor to
secure this cancellation without any fees – if this would
be applicable.
It must be understood that Travalco USA Inc. can not
be responsible for such action of the vendor – as these
are beyond its control. No compensation can be
considered.
Medical and Physical Ability to Travel
Passengers should be medically and physically fit to
travel. They should consult with their personal physician
if they have any questions regarding their medical or
physical fitness for travel.
Travalco USA, Inc. strives to comply with the Americans
with Disabilities act and to provide “reasonable
accommodation” to its passengers and guests for all
services and accommodations that it directly provides to
the public.
Travalco USA, Inc. will do all possible to make
reasonable accommodations, but bookings cannot
automatically be confirmed. Passengers needing
assistance for personal needs should be accompanied
by an able-bodied companion.
Force Majeure
Meet and Greet Services
On occasion, circumstances beyond our control (“Force
Majeure”) may mean that travelers have to be moved to
alternative accommodation. If the circumstances are
deemed beyond our control, Travalco USA, Inc. will not
be accountable for any additional costs incurred in
finding alternative arrangements. Travalco USA, Inc. is
never liable for any failure to perform its obligations
where such failure is as a result of (but not limited to)
hotel closures, ownership changes (making contracts
null and void) Acts of Nature including fire, flood,
earthquake, storm, hurricane or other natural disaster),
war, invasion, act of foreign enemies, hostilities
Due to enhanced security measures at the airport,
slower immigration procedures and baggage delivery
passengers are often delayed beyond a reasonable time
period, which may cause them to miss their scheduled
pick-up for private transfers.
To avoid such issues you must provide Travalco USA,
Inc. with accurate flight information. Passengers must
be provided with the Travalco USA, Inc. telephone
number, along with instructions, that it is the
responsibility of the passenger to contact Travalco USA,
Inc. in the event of a delay or schedule change.
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Travalco USA, Inc.
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Passenger Comments / Complaints
it is imperative that all service issues be made known to
Travalco USA, Inc. or its representative at time of
occurrence so that the appropriate action can be taken
to remedy the situation. Clients therefore should be
provided with the Toll free number (800) 566-0245 for
general passenger information and assistance.
(Available from 8AM – 10 PM EST)
Occurrences happing outside these hours will be
addressed the following business day.
Failure to notify Travalco USA, Inc. at time of
occurrence, results in the right for Travalco USA, Inc. to
deny compensation.
While Travalco USA, Inc. will assist in any way possible
to resolve travelers complaints, any claims against
suppliers can only be taken into consideration if
reported to Travalco USA, Inc. at the time and
submitted in writing to Travalco USA, Inc. within 30
days after scheduled completion of the services.
Before passing any requests for investigation to
Travalco USA, Inc. a determined effort should be made
to ascertain if an explanation for clients complaint
cannot already be sufficiently verified by
correspondence relevant to the booking, available in
tour operator’s own office and that complaints were
caused by parties or events not under control of
Travalco USA, Inc. Complaints must be reasonable.
Complaints should be addressed to Travalco USA, Inc.
Quality Control and can be e-mailed to
[email protected]. Complaints must note
Travalco USA, Inc. trip number, name(s) of clients,
arrival date and a short explanatory description of the
client’s complaints on the cover page in English. Copies
of client’s actual letter of complaint must be submitted,
along with any evidence supporting client’s allegations.
Once received complaints will be investigated and
relevant findings and / or comments, together with
copies of supporting evidence, if available, will be
relayed back to tour operator’s customer relations
department as soon as possible.
It is the client’s responsibility to ensure response in
writing within 30 days otherwise Travalco USA, Inc.
reserves the right to deem the complaint closed.
Tours Operator’s Customer Relations department will
refrain from directly contacting any provider of services
booked through Travalco USA, Inc. Tour Operator’s
customer relations department should refrain from
reimbursing clients without previously having relayed
complaints to Travalco USA, Inc. and authorize
reimbursement to clients.
Travalco USA, Inc. does not accept unilateral deductions
for complaint related reimbursement / compensation
from payments due from tour operator services
rendered.
Travalco USA, Inc. can only be held liable up to a
maximum of the purchase price of the services
rendered.
FIT Hotels
Hotel Star Rating
Ratings are included for general information as there is
no official rating system for hotels in the USA. We use
our own star rating system to assist you in selecting the
correct accommodations for your clients.
Please note that Travalco USA, Inc. does not necessarily
reflect the evaluation used by other organizations.
Description and price should be considered when
making a decision.
Certain types of accommodations such as villas,
apartments, ranches and lodges may not adhere to the
following guidelines but have been rated according their
overall standard.
* Budget
Strictly budget accommodation offering basic rooms
with little or no amenities. Ideal for young travelers and
clients on a tight budget. Not usually recommended for
families.
** Tourist
An economy property offering simple but adequate
accommodations. The value of some of these properties
may be charming or intimate features or a unique
location. Recommended for cost conscious clients
*** Superior Tourist
Typically a full-service property, offering comfortable
accommodation and standard in-room amenities and
public areas. A restaurant is normally available and
other services are often offered. These are a great
choice for first time travelers to the USA. Perfect for
families, couples or senior citizens.
**** First
A superior property, that may be an exceptionally well
maintained older property or a superb modern hotels
specifically designed for the upper end market and
offering outstanding features. Recommended for all
types of travelers for whom cost is not a primary factor
or for those looking for some level of luxury for an
extended stay.
***** Deluxe
Luxurious, exceptional property offering the highest
international standards of comfort, service and cuisine.
Recommended for a discerning clientele looking for the
best accommodation in their chosen destination.
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Travalco USA, Inc.
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Hotel Service / Added Value
Hotel Check-in Procedures
All complimentary bonus features provided by hotels are
subject to change without notice. Complimentary offers
may be withdrawn by suppliers at any time.
In the event that a hotel determines that a passenger
has failed to provide proper identification and a
voucher, the hotel may charge the travelers credit card
or refuse booking.
Travalco USA. Inc. is not liable for such errors.
Bedding
Single, Double, Triple and Quad relates to adult
occupancy and not to bedding.
Neither Travalco USA, Inc. nor the hotels guarantee one
bed per person in doubles triples and quads. Double
rooms may contain only one double bed.
Triple and Quad rooms usually contain two beds, one of
which may be a rollaway or a sofa bed. The
configuration of a room is defined by the number of
paying adults and not by the number of beds.
Additions Rollaway beds can be requested at time of
booking but cannot be guaranteed. Costs of a rollaway
bed vary and are to be paid by the clients directly to the
hotel.
Passengers must report any disabilities requiring special
attention to Travalco USA, Inc. In compliance with
Americans with Disabilities act Travalco USA, Inc. will
make reasonable efforts to accommodate the special
needs of disabled travelers but is never responsible in
the event Travalco USA, Inc. is unable to do so.
Passengers with disabilities must be accompanied by a
companion capable of providing all assistance needed
and may not require special assistance from Travalco
USA, Inc.
If run of house accommodations are booked with
special requests, Travalco USA, Inc. will note these
requests and pass them on to its suppliers but cannot
be guaranteed.
Description of types of accommodations such as (but
not limited to) Standard, Pool view, Superior, Deluxe,
Suite are terms used by the providers of the
accommodation and are not a Travalco USA, Inc.
classification.
Minimum Check-in Age
Minimum Check-in age is 21 years unless specifically
noted otherwise.
Family Plan
When a hotel offers a family plan it means that one or
two children, up to and including the age may stay free
of charge if sharing the room with two paying adults
based on existing bedding. Booking request needs to
clearly state name and age of children so family plan
can apply.
Most hotels in the USA and Canada require a credit card
deposit for incidentals upon check-in. Debit-cards are
not recommended. In most cases a “hold” will be put
on these funds.
In order to avoid any billing problems that may arise,
we strongly recommend that passengers follow each
hotel’s established check-out procedures, get a copy of
their bill and review all charges before leaving the hotel.
Should there be any issues up check-out we ask that
passengers contact us immediately at (800) 566-0245
(Toll free within USA and Canada) so that they can be
resolved on the spot.
Smoking
Most US and Canadian Hotels are strictly NONSMOKING. In case of violation of Hotel policies Travalco
USA, Inc. is not liable for any fees resulting from this
violation.
Travel Insurance Notice
Clients are strongly advised to ensure travelers to North
America and the Caribbean to have sufficient insurance.
Without the proper coverage, travelers could incur
substantial unforeseen costs.
Self Drive Tours, Destination Discoveries and Other
Programs
Languages
All day-by-day itineraries for Self Drive Tours are
available in English. Selected tours are available in
Danish, Dutch, French, German, Italian and Spanish.
Destination Discoveries and other programs are only
available in English.
Documentation
Travalco USA, Inc. programs include:
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Discovery Guide (Itinerary, Directions, maps and
attraction information)
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Hotel Vouchers with driving instructions.
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Attraction voucher (if applicable) with instructions.
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Travalco USA, Inc.
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Delivery
Electronic delivery via PDF file is the default delivery
method unless other arrangements have been made.
General Pricing Information
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Start date of the program determines the applicable
rate.
All program rates are subject to availability unless
otherwise agreed upon.
All program rates are net, per person in USD and
include all taxes and mandatory charges.
Should an accommodation be unavailable and the
client chooses an alternative, the tour price may be
subject to supplementary charges.
Escorted Tours
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Travalco USA, Inc. reserves the right to change an
itinerary and / or reserved / published hotel(s) in its
program(s) to equal and / or better category if
circumstances require and it seems necessary for
the safety and continuation of the tour(s) due to
unforeseen circumstances, to be determined by
Travalco USA, Inc.
The client is responsible to exhibit all tour joining
instructions to the passenger.
Child rates published apply up to, but not beyond,
the stated age. Caution should be exercised when
booking children on motor coach tours. (Involving
long daily travelling)
National Parks
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Pre-payment is required for all bookings for
National Parks and some surrounding areas.
Inquiries for national park bookings will only be
accepted with a consecutive four night minimum
itinerary or as part of a package totaling seven
nights.
Confirmed national park bookings are final.
Confirmed alternative bookings are also considered
final unless cancelled within three business days
after confirmation. Failure to properly cancel will
result in in No-show charges and will be billed to
you.
Any changes to final bookings seven days prior to
arrival will incur a $40 USD charge per room per
booking
Cancellations can result in 100% penalty.
As a result of regulatory pricing and other factors,
travelers may be charged more than rates as
published by the National Parks properties.
Travalco USA, Inc. is not liable when properties are
closed. As a result of (but not limited to) varying
weather conditions, locations and other factors
some properties may be closed or unavailable
during certain times of year.