Find out everything you need to know about our booking conditions here, including details relating to our terms and conditions, travel requirements, booking, payment, special requests, and more. You can use the table of contents below to navigate to each section of the terms and conditions.
Specialist Holiday Group Ireland Limited (SHGI) Registered Office: 1, Spencer Dock North, Wall Quay, Dublin 1, Ireland, CRO. No. 45287 is licensed by Greenbank Holidays to act as "Al Fresco Holidays Ireland", and to act as an agent on behalf of Greenbank Holidays. We are licensed as a Travel Agent by the Commission for Aviation Regulation License No. 0136. Our Company Registration number is 045287.
Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
Our obligations to you will vary depending upon whether we act as a package organiser in the sale of a package holiday, as an agent in the sale of single-element bookings (such as accommodation only bookings); our differing obligations are set out below, in four separate sections: Section A contains the conditions which will apply to all bookings. Section B contains the conditions which will apply when you make a booking with us where we act as the package organiser. Section C contains the conditions which apply to agency bookings.
SECTION A – APPLICABLE TO ALL BOOKINGS
When you make a booking, you confirm that you have the authority to accept and do accept these conditions on your behalf and on behalf of all members of your party and further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every member of your party. It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.
When you make your booking you must pay the relevant deposit as specified at the time of booking. No contract will come into existence until we accept your booking and we receive your deposit or full payment in cleared funds and issue you with a confirmation invoice either on behalf of ourselves or the supplier in question.
Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately, as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately. Please ensure that the names given are the same as in the relevant passport.
Your Contract Once you have paid a deposit or the full cost of your holiday, a contract will exist between us. Our contract is binding on you and all members of your party whose authority you warrant you have in making the booking. It is your responsibility to ensure that you and all members of your party are aware of and accept to be bound by our contract and the terms and conditions contained in it. We will issue an invoice, in your secure ‘Your Al Fresco” log in area on our website, confirming the main characteristics of your holiday. Please check your invoice carefully and contact us within 48 hours if you have any queries. Full payment must be received by us at least 12 weeks before departure otherwise we will be entitled to cancel your holiday with loss of deposit.
If you do not receive a confirmation acknowledgement email within two weeks you should contact us, either through your travel agent or directly to make sure your booking has been made. (vii) If we are unable to confirm your booking we will offer you an alternative holiday in which case you will be free to: (a) accept the alternative holiday offered by us, or (b) purchase another holiday at the current price selling from us, or (c) accept a refund of all monies paid. You must notify us of your choice within 7 days of our offer to you. If you choose to accept the alternative holiday arrangements we will send your confirmation invoice as soon as possible after receiving your acceptance of alternative arrangements. If you do not wish to proceed we will refund all monies paid within 7 days. Subject to proof of notification not being received.
If you have any additional components such as schedule flights on your booking please be advised that your contract will be with that supplier and we accept no responsibility for the supplier’s actions and omission.
We are licensed as a Travel Agent by the Commission for Aviation Regulation License No. 0136,. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of any holiday component arranged on your behalf. The information may, therefore, be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.
You will be required to pay a deposit or make full payment for your booking at the time of booking. Some elements of your holiday e.g. certain flights require full payment at time of booking.
Please note in all booking circumstances outside 12 weeks of departure booking deposits as follows: Mobile home only booking €130 per mobile home, Lake Garda flights, transfers and mobile home packages €150 per
person, ferry booking €100 per ferry booked. In all cases, within 12 weeks of departure or given airline date for low cost airline carrier bookings require full payment rules, full balances will be due.
Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. These Terms and Conditions will be supplied to you if different from our own general terms and conditions which govern the accommodation part of your arrangements.
Alternatively, where you have booked a package or accommodation only arrangement with us, you will be subject to our cancellation charges as set out in Sections B and C below.
We endeavour to ensure that all of the information and prices both on our website and in our brochures are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. As prices can change you must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
A4. Special Requests
Special requests/needs Special requests must be indicated to us at the time of booking, however, they cannot be guaranteed. Any customer with restricted mobility, or particular care requirements must inform us at the time of booking. Whilst we will use reasonable endeavours to accommodate such needs, they cannot be guaranteed unless we confirm this to you and if we are not informed we will not be liable for any loss.
Adequate travel insurance is a condition of booking with us. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information will affect your insurance. If you book or travel without adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available. As we do not offer insurance, we will take no responsibility for any issues arising after a booking has been make regarding insurance cover.
A6. Park Ratings and Standards
Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your holiday park. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
Safety standards in some countries may differ from those applicable in the United Kingdom and Ireland. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.
Facilities Sometimes facilities or travel services described in the brochure or booked by you may be withdrawn or not fully available for reasons over which we have no control. You agree and accept that some facilities may not available during low season. If we are aware in advance that a significant number of facilities normally available at the time of your stay will not be available we may treat this as a significant change to your booking and the provisions below under “Changes made by us” will apply.
Equipment damage waiver When you book your holiday you have the option to pay a non-refundable equipment damage waiver of €3 per day. This exempts you from paying a second deposit of €60 on arrival to cover the cost of accidental damage to accommodation and equipment. Group reservations of 6 holiday homes or more may be subject to an additional waiver fee which will be discussed at the time of booking, if it applies to your parc or holiday home.
A7. Fitness to Travel and Medical Conditions
If you have any medical condition, disability or special requirements which may affect your holiday, please tell us before you confirm your booking, as we are able to make enquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking.
Please be aware that the booking conditions of our park suppliers and transport partners are such that your holiday arrangements can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. If this occurs overseas then you will become responsible for your own return home. Suppliers will also often require you to pay for any damage you cause to the accommodation or services in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
A9. Delivery of Documents
A10. Passports, Visas and Health
We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check them before you travel. Your specific passport, visa and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates prior to travel. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements Before travelling, you are strongly recommended to obtain a European Health Insurance Card (EHIC), available by contacting the HSE.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
A11. Final Travel Arrangements
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport or ferry port. You may be required to check in online prior to your arrival at the airport and we will advise you, where appropriate. If you fail to check in on time you may be charged additional fees to check in at the airport and if you are refused permission to board the aircraft you are unlikely to receive any refund.
Where we are acting as an agent, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the representative/ supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact Customer Services email: email@example.com.
Where you have booked a package holiday with us or a single-element booking where we are acting as principal, please inform us immediately and by contacting us on the numbers listed on our website. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the in resort representative services without delay and complete a report form whilst in resort. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
A13. Financial Protection
Please ask us about the protection that applies to your booking. We are a trading division of Specialist Holiday Group Ireland Ltd We are licensed as a Travel Agent by the Commission for Aviation Regulation License No. 0136. Our location is 18-19 Duke St, Dublin 2, Ireland. Tel 01 433 1075 email: firstname.lastname@example.org web www.alfresco-holidays.ie
A14. Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, extreme weather conditions, fire, chemical or biological disaster and all similar events outside our control or the control of the supplier concerned.
A15. Law and Jurisdiction
(i) This contract is governed by Laws of Ireland and is subject to the jurisdiction of the Courts of Ireland (ii) No employee or representative of this company has the authority orally to vary these terms and conditions or the information within this brochure, or company literature or to enter into verbal agreements with customers of this company.
A16. Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
A17. Data Protection and Privacy
SECTION B: PACKAGE HOLIDAY BOOKINGS
This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions.
B1. Definition of Package
A “Package Holiday” exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “Organiser”.
When you book travel arrangements with us, you must pay either a deposit or the full balance of the total advertised price, if booking within 12 weeks of departure. Where you pay only a deposit at the time of booking, full payment is due no later than 12 weeks prior to departure.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. The price of your confirmed holiday is subject at all times to changes in transport costs such as fuel and any other airline cost changes which are part of our contracts with airlines (and their agents), operators and any other transport provider; and to changes in the currency exchange used to calculate your arrangements and to rates, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports any or all of which may result in a variation of your holiday price.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus any applicable administration charges together with any amounts to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your confirmed travel arrangements (excluding amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. There will be no change made to the price of your confirmed holiday within 30 days of your departure nor will refunds be paid during this period. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
B3. Changes by You
Changes made by you If after our contract is formed you would like to make any amendments to your booking you can contact us to see if your request can be accommodated. However, please note that any amendment is subject to availability. All amendments will be subject to a €35 amendment fee plus any additional cost arising from the amendment you wish to make, including costs of alternate accommodation, extra party members or additional services. There are also additional charges for specific amendments made at any time of the year, as detailed below:
• Once our contract is formed it may not be possible to reduce the number of nights in your chosen accommodation.
• If you make a change within 12 weeks of departure we will not refund any reduction in holiday price.
• A change of date by more than 2 weeks will require a cancellation of your original holiday and the booking of a new holiday.
• If you amend or cancel your travel arrangements or you lose your travel tickets, you must pay for any extra charges or cancellation fees levied by operators. This includes flight and ferries bookings where, at the very least, you will lose the additional deposit paid.
If you are prevented from travelling it may be possible to transfer your booking to another suitable person provided that written notice is given. An administration fee will be charged, details available upon request.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. Amendment rules may change at any time.
B4. If you cancel
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices or by email (from the address registered on the booking and when you receive an email response confirmation from us.). Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below (the cancellation charge detailed is calculated on the basis of the total cost payable by the person cancelling, excluding amendment charges which are not refundable in the event of the person to whom they apply cancelling).
Period before departure within which notice of cancellation by you
Amount of cancellation charge:
84 days or more
Loss of deposit
29 –84 days
50% of holiday cost
22 – 28 days
70% of holiday cost
90% of holiday cost
Less than 14 days
100% of holiday cost
B5. If we make major changes or cancel your Package Holiday
Period before departure within which notice of cancellation or major change is notified to you
Compensation payable per booking:
Over 84 days or more
22 – 84days
5% of the holiday price
14– 21 days
8% of the holiday price
Less than 14 days
We will not pay you compensation where we make a major change or cancel more than 56 days before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or if we cancel your arrangements because the minimum number of participants to run the arrangements has not been reached. (We will tell you if we have to cancel for this reason not less than 56 days before departure).
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. In no case will we pay compensation if accommodation is offered by us and accepted by you in the same location with a higher price than at the time of the original booking, where no additional payment is made by you for the higher priced accommodation.
We will not pay you compensation and the above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Very rarely, we may be forced by “force majeure” to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and if appropriate in all the circumstances, will pay you reasonable compensation.
In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm.
In accordance with EU Regulations we are required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us.
B7. Our Responsibilities to you in respect of Package Holidays
1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser”. Subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
(i) the act(s) and/or omission(s) of the person(s) affected;
(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(iii) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(iv) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(i) for loss of and/or damage to any luggage or personal possessions and money, you are assumed to have adequate insurance in place to cover any losses of this kind;
(ii) for claims not falling under 3(i) above and which don’t involve injury, illness or death, the maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(iii) for claims in respect of international travel by air and sea, or any stay in accommodation, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air) and The Athens Convention (with respect to sea travel); EU Regulation 392/2009 (relating to the Liability of carriers of passengers by sea in the event of accidents). You can request copies of these Conventions from our offices. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
4) In any circumstances in which a carrier is liable to you by virtue of Regulation (EC) No. 261/2004 "the Denied Boarding Regulation 2004", any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
5) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you.
7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are identified as a payable extra on the holiday park and which you choose to contract directly with the holiday park supplier.
SECTION C: AGENCY BOOKINGS – APPLICABLE TO THE SALE OF SINGLE TRAVEL SERVICES (such as accommodation only)
This section applies to bookings we make for you when acting as agent. Please read this section in conjunction with Section A of these Booking Conditions.
C1. Your contract
When making your booking we will arrange for you to enter into a contract with the supplier named on your receipt. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The supplier’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.