*Corona Virus Update * – *Covid-19*
To all of our clients and prospective clients,
Please read through the following guidelines that we have put together to keep you updated on how Covid 19 may effect your bookings with us.
Please note that all payments made by you to My Marbella Weekender are paid immediately to the venues or companies that you have booked events or activities with so it is at their discretion, not ours, if you are to receive a refund or the possibility to change your booking to an alternative date.
As most venues cancellation policies stand, if the venue is unable to open for any reason or the service is unable to be provided then it is likely you will either be offered credit to the value of your booking to re book on an alternative date OR in some cases (depending on the venue or service) a full refund.
As the pandemic is an unforeseen and unpredictable event, most cancellation and refund policies are not equip to deal with this hence the uncertainty with refunds at this stage.
Many venues and companies are planning to be accommodating but a few are planning to stick to their standard cancellation policies hence why we cannot currently give you blanket guidelines to cover all bookings.
For any bookings that should be taking place BEFORE 11th May 2020 you should have already been contacted.
If you haven’t please contact us at [email protected] to discuss your booking.
We will be dealing with bookings in 2 week blocks so if your booking is more than 2 weeks away you do not need to contact us – we will contact you.
If your booking is more than 2 weeks away and you want to try and re arrange for an alternative date you are welcome to contact us at any time.
If you are seeking a refund please follow the advice above and contact us only if your booking is 2 weeks away or less.
We would like to reassure you that we are doing everything in our power to gain a favourable outcome for all of our clients so please do not worry.
As you may notice if you have been keeping an eye on this page for updates we have removed the venues individual refund policies as these have now been overridden by blanket guidelines that have been released by the Spanish government.
All refunds will be dealt with on an individual basis following the guidelines that are relevant at the time of your booking (these are changing daily).
Should the information you need not be provided above please don’t hesitate to contact us via email.
Look after yourselves, stay safe and stay positive ✨
Speak soon xo
Should you not wish to wait to see if your booking is covered by new Covid 19 Guidelines you can see our standard refund policy below:
- ‘We’, ‘Us’, ‘Our’ and ‘My Marbella Weekender’ are all refrences to My Marbella Weekender SL.
- ‘You’, ‘Your’, ‘Group’ or ‘Party’ means any or all people included in the booking. Including those added or substituted at a later date.
- ‘Activity’ ‘Activities’ ‘Arrangement’ ‘Arrangements’ ‘Booking’ or ‘Bookings’ means any activities, venues, melas, transfers, accommodation and other services of whatever description that are booked through us for you in accordance with our contract.
- ‘Supplier’ ‘Suppliers’ is anyone that allows us to pass bookings onto them on the behalf of our clients.
- ‘Lead Customer’ is the customer that deals with the booking.
The contracts entered into upon booking with My Marbella Weekender are between you and the supplier of the arrangement.
It is with this in mind that we recommend that you check through all of the terms and booking conditions of each individual supplier of the arrangements made for your group before booking. The individual terms and conditions of each supplier will be provided to you upon request only.
When making your booking we arrange for you to enter into a contract with each supplier of your arrangement(s). Your booking with us is subject to each individual suppliers terms and conditions and it is the supplier who will accept liability for any acts or omissions made after the booking has been confirmed.
In respect of these bookings we will accept no liability in relation to any contract you enter into or for any Arrangements you purchase or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any Arrangements.
The lead customer will accept full responsibility of making the rest of the group aware of the booking conditions and has the authority to deal with us on your behalf. The lead customer is liable to make any payments due to My Marbella Weekender for any bookings made on behalf of your group.
1.CANCELLATION GENERAL BOOKING TERMS
1.1 Any cancellation or booking amendment request must be sent to us in writing via email and will take effect on the day that we acknowledge receipt via a return email to you from a member of our team.
1.2 Please ensure that you have received written confirmation of any changes that have been made to your booking prior to travel as without confirmation any change in booking will not be confirmed.
- CHANGES AND CANCELLATIONS MADE BY YOU
2.1 While we will always try our best to assist with your requests to amend or cancel a booking we cannot always guarantee that any changes or cancellations can be made after the booking arrangement has been made.
2.2 Any requested amendments or cancellations made by you on behalf of your group can only be accepted in accordance with the terms and conditions and refund policies of the supplier of your booking arrangement.
2.3 The supplier has the right to charge a fee for the cancellation or amendment of any booking made in accordance with the information displayed within their booking terms and conditions.
2.4 In addition to any fee charged by the supplier, My Marbella weekender will also charge a booking amendment or cancellation fee of 10% of the total cost of your booking(s) due to the initial cost of admin processing fees and refund costs.
2.5 This 10% fee may be charged any time after the booking has been made and will be on top of any fees that may be charged by the supplier in relation to any extra costs incurred by ourselves and any costs or charges incurred or imposed by any of your suppliers for a cancellation or amendment made any time after your booking has been confirmed.
2.6 Where a cancellation is made either less than 60 days before the date of your booking or after the full and final payment has been made by you to My Marbella Weekender (whichever comes first), My Marbella Weekender reserve the right to retain 100% of the total cost of your booking(s).
2.7 Where possible, depending on the refund policy of the supplier of your booking(s) it may be possible to part refund your booking(s) however this will be minus the administration fees of the supplier and the administration fees of My Marbella Weekender and will depend on the supplier’s refund policy.
2.8 If you fail to turn up to your arranged booking then in this case 100% of the of the cost of your arrangement will be retained.
2.8 If a cancellation or amendment is made to a booking where the price of that booking is dependent on the number of people taking part in the booking arrangement, the price difference will be charged accordingly.
If the number of people taking part in the activity decreases after booking, the person or people that can no longer take part in the activity may still be charged in full if the price was calculated based on the number of people included in the booking.
2.9 If the number of people taking part in the booking increases, the price of the booking will be reworked to include the additional people and you will receive a new booking confirmation. You will be required to pay the increased price for the additional group members.
- CHANGES AND CANCELLATIONS MADE BY US
3.1 Sometimes we may have to make changes to your booking to correct errors made before and after bookings have been confirmed by us, this is also true for any of the suppliers of any arrangement offered through our website www.mymarbellaweekender.com.
3.2 Whilst we and our suppliers always try to avoid making any changes or cancellations to arrangements made through My Marbella Weekender, we and they must reserve a right to do so.
3.3 More often than not changes made to any booking arrangements will be minor, such as an alteration of the time of the activity or activities. However in extremely rare circumstances a cancellation or a change of date may need to be made. If this happens you will be made aware as soon as possible after the supplier has made us aware of the situation.
3.4 If this is the case we will offer you the following options:
- To choose an alternative as suggested by us which will be a similar standard to your original booking arrangement.
- To cancel the booking in which case we will obtain a full refund from the supplier of all monies you have paid to us relating to the cancelled or date amended arrangement.
- Accept a new arrangement matching the value of your previous arrangement. If the new arrangement costs more than the previous arrangement you will be required to pay the increased price. If the new arrangement costs less than the original arrangement we will obtain a refund for you of the difference in price between the cancelled or amended arrangement and the new booking arrangement.
3.5 Please note that none of the options above are available where any change made to your booking is a minor one (ie change of time).
3.6 No liability beyond offering the above mentioned alternatives can be accepted where changed or cancellations to your booking arrangement are made.
3.7 Where the cancellation of your activity is completely beyond our control such as closure of a suppliers company or venue, in this case, while we will always make an effort to return any monies paid by you, sometimes this may be impossible.
3.8 In any case where we are unable to gain a refund for your cancelled booking back from the supplier(s) of your arrangement, 100% of the cost of your booking will be retained.
3.9 In such event it will be the supplier that you have formed a contract with upon booking, and it will be that supplier that will be liable to return any payments made by you.
4.1 Where the weather affects your ability to take part in your booking(s) you will not be entitled to change or cancel your booking without paying ours or the supplier’s normal charges and you will not be entitled to the options set out in clause 3.4. We will of course assist you to find alternative activities or arrangements however these alternatives may only be available at an additional cost to you.
4.2 Where the weather affects your booking and the activity or event you booked is unable to take place you will be charged a 3% administration and amendment fee by My Marbella Weekender in addition to any normal fees charged by the supplier of the arrangement. If the supplier confirms that your booking is still able to go ahead despite the weather conditions you will not be entitled to a refund.
4.3 Where possible, if we can find an alternative booking for the same price as your previous arrangement and this is booked by your group, My Marbella Weekender will only charge any normal fee charged to us by the supplier of the cancelled booking arrangement. This is only the case if the supplier states that your booking is unable to go ahead due to adverse weather conditions.
4.4 Where an alternative booking is found and the cost of the new booking is higher than the cancelled booking you will be required to pay the increased price plus any administration fees incurred by us or our suppliers.
- OUR LIABILITY
5.1 My Marbella Weekender acts as a sales agent for the suppliers and arrangements that can be found on our website www.mymarbellaweekender.com. The agreement that we make with you is to source and book arrangements for you with our suppliers.
5.2 The contract(s) that are made are with each applicable supplier of the arrangements that we book for you, and the arrangement is therefore governed by each individual supplier’s booking conditions. Our responsibility is limited to making an arrangement between you and the supplier of the booking(s) in line with any instructions you may give us.
5.3 We accept responsibility for the arrangements that we provide to you if we fail to use reasonable care and skill in selecting the supplier(s) who provide your bookings. However we accept no responsibility for any booking arrangements or information that we pass onto you in good faith.
5.4 If you should wish to make a claim against us it is your responsibility to show that we have failed to use reasonable care and skill in selecting our supplier(s).
We advise that you take out appropriate personal insurance to cover you in the event of any illness, accident or cancellation of arrangements made by us. You must ensure that any policy you take out covers the booking arrangements and activities you intend to undertake along with cover that does not form part of your booking arrangements.
7.ABILITY TO UNDERTAKE ARRANGEMENT
7.1 If you suffer from any medical condition it is your responsibility to make us aware of this at the time of making any booking arrangements.
7.2 Some of the activities and booking arrangements require a good level of fitness and strength and it is your responsibility upon booking to ensure that you have the appropriate level.
7.3 If we have been made aware of any medical condition you may have which deems an activity unsuitable for you, we have the right to contact the supplier and make them aware of this. The supplier then holds the right to refuse your booking on this basis.
7.4 If the booking has already been confirmed and we are later made aware that you suffer a medical condition that will make the activity or arrangement unsuitable for you the supplier reserves the right to cancel your booking and normal cancellation charges will apply as laid out in clause 2 of this policy.