important information

OUR ADDRESS

Crystal Active, King's Place, 12-42 Wood Street, Kingston-upon-Thames, Surrey, KT1 1JY

HOLIDAY INSURANCE

It is a condition of booking that you take travel insurance which must be of at least equal standard to Crystal-recommended Insurance (please see Insurance pages). You must either take the cover recommended by us (please see Insurance pages) or take out another policy offering at least the same or better cover (no liability will be accepted for the consequences of your travelling without adequate travel insurance).

ACCURACY OF WEBSITE

All information on the website is to the best of our knowledge and belief correct at the time of publication. However, we reserve the right to make changes to information contained within our website and will advise you of these changes at point of booking or when they are known to us. This advice will be limited to that which is fundamental to the contract or which we believe may affect the enjoyment of your holiday. If any facility detailed on this website is essential to the enjoyment of your holiday, please advise us at the time of booking and we will try to advise you of the latest information. However, we are sure you will understand that at times certain advertised facilities may not be in operation and we may have no information or prior warning of such matters. Many pictures are included for their attractiveness and general relevance; those with specific notation refer to hotels or relevant features. Photographs of rooms represent the type of accommodation available, but not all rooms will be the same and room sizes, decor and furnishings will vary, particularly in older or historical buildings. From time to time hoteliers may decide to change from table service to buffet service or vice versa. We will inform you of this if advised in advance.

EARLY AND LATE SEASON

Due to poor volume of support and unsettled weather conditions, particularly in early and late season, it is often the case that advertised activities such as guided hikes or bike rides and other activities will not be available. Similarly, some advertised resort and hotel facilities such as swimming pools, sporting activities and facilities, leisure facilities, restaurants, shops, etc. may not be in operation or open. Where mentioned in our descriptions air conditioning/heating may only be turned on at certain times of day or year as the owner or manager deems it necessary. Air conditioning is not included unless stated on the accommodation page.

RESORT DEVELOPMENT AND LOCAL EVENTS

The noise and inconvenience of building work inevitably seems worse on holiday. Our resort staff will keep us informed about building works, especially in growing resorts. While we have no control over building works, we will do our best to tell you about any specific work going on near your accommodation, if there is time before you go on holiday.

ARTIST'S IMPRESSION AND COMPUTER GENERATED IMAGES

In some cases on this website we have had to use an artist's impression or a computer generated image of a hotel, apartment residence or chalet. This image will be an accurate representation of the property based upon the information available to us at the time.

SPECIAL REQUESTS

For any special requests consult your travel agent or the Crystal Reservations Department when you confirm your holiday booking. We shall always do our best to meet your requirements, but no guarantee is given as this does not form part of our holiday contract with you, irrespective, of the fact that details of the request may be found on your confirmation invoice. If, however, your request is essential to your holiday arrangements, please make this known at the time of booking in order that we can ascertain whether this is possible with our supplier. This will require us contacting the supplier and confirming the request to you in writing, for which there will be an administration charge of £25.

EVENING EVENTS AND RECOMMENDED VENUES

The advertised events are dependant upon achieving a minimum number of participants and, therefore, some events may not always be available due to insufficient demand or, in some cases, adverse weather conditions. All mentioned restaurants and other venues featured on this website which are not owned by Crystal are not under our direct control and have not been inspected by us. Therefore, any recommendation is merely an indication that these facilities have proved popular and are worthy of mention and not a personal recommendation by Crystal Holidays.

YOUR ACCOMMODATION

1. Properties on this website have been carefully chosen and are considered to offer suitable accommodation for the cost shown. As the star rating used by national tourist authorities varies throughout Europe we have featured our own 'diamond ratings' to help you choose from the various properties on offer and to compare from one country to another. To avoid confusion, many properties featured are described as hotels as, in our view, terms such as Pension, Haus, Gasthof and the like do not always reflect the quality of the properties and are usually an official grading for tax purposes.

2. Annexe accommodation may be part of the main hotel or in a separate building, which is guaranteed to be within walking distance. It should be borne in mind that chalet/annexe accommodation, though it may give access to facilities at the property through which it is sold, may not offer rooms to the same star level as the associated property where your main meal may be provided. This is reflected in the cost reduction.

3. Prices are based on accommodation in standard twin/double-bedded rooms unless otherwise stated.

4. Baths may not always be full size and showers may not always have a shower tray or curtain.

5. Soap is not normally provided in rooms.

6. Credit cards:

   Many hotels/properties as a matter of policy require an imprint of your credit card to be taken at registration for security reasons.

7. Free Drinks will be given at the discretion of the hotel owner and the offer is normally limited to one drink per person during evening meals. "Unlimited" free drinks refers to drinks between starter & dessert. This is usually a choice of house wine, beer or soft drinks and will not include spirits, etc.

8. Check-in/check-out at hotels is normally after 15.00 hours (after 17.00 hours for apartments) and you should anticipate having to vacate your room by 10.00 hours irrespective of the time of your departure. For some European areas, your flight will leave the UK early in the morning and you may arrive in resort before midday, so your room may not be ready when you arrive. On the day of your departure, there will be somewhere to store your luggage free of charge, where you can leave your bags until departure time, though this may not always be locked. Courtesy rooms may not always be available.

9. Full and half-board customers:

   A table d'hote menu is usually offered to all customers who book meal arrangements, with limited or no choice of menu, unless specifically stated. Meals usually start with dinner on the first day of your arrival in resort and finish with breakfast on your day of departure. If you arrive after 20.00 hours it is likely that a cold platter will be provided and if you have an early morning departure hotels may not be able to provide a full breakfast. Sometimes hotels may allocate tables on a shared basis and in some countries, it is common for individual napkins to be re-used if clean and re-presented in a personalised envelope.

10. Packed Lunches:

    May sometimes be made up by guests from the breakfast buffet where applicable.

11. Balconies:

    The payment of a supplement for a balcony facility does not guarantee a specific view or that it will be private, unless stated.

12. Smoking Restrictions:

    In some countries, eg Italy, smoking is increasingly prohibited in public places - e.g. hotels, restaurants, bars etc. It is your responsibility to obtain information from the relevant tourist offices before you book if such restrictions would affect your holiday enjoyment.

13. Cots:

    Should be requested at the time of booking. Any additional payment for food/cot hire must be paid directly to hotels, for which we have no control over the cost, and cot linen is usually provided (not duvets). Please note we cannot guarantee that cots will meet British Safety standards. The inclusion of a cot may restrict room space. N.B. Some rooms, particularly those described as small or with restricted headroom, may not be large enough to accommodate a cot. Please telephone our Reservations Department for further information.

14. Hotel Facilities:

    Leisure facilities, saunas, whirlpools and other facilities advertised as available at a hotel, unless specifically stated as being "FREE" will carry a charge payable to the hotelier. Children may not always be allowed in hotel bars, even when accompanied by their parents. In some cases swimming trunks not shorts and swimming hats may be compulsory.

15. Fitness Rooms/Health Suites:

    Facilities will vary and we cannot guarantee the range or type of equipment provided will be as extensive as in a purpose built gym. xvi) Late night entry: Please ensure you always check the arrangements for late night entry in the event your hotel closes the main door at a specified time.

16. Car Parking:

    Is not always available at hotels and therefore if you require this facility please check at the time of booking or call the hotel direct.

17. Local Functions:

    Nowadays, even small hotels can be used as venues for weddings, local celebrations & conventions. Hotels will always try to ensure that guests are not inconvenienced but some disturbances may occur.

18. Sea View:

    Many rooms with a sea view may not have an uninterrupted full view due to the fact that many of the lakes are surrounded by trees. The same may be true for sea views.

FOOD

• Vegetarian/Special Diets:

  Vegetarianism is still relatively uncommon in some areas of Europe, particularly in Eastern Europe, so customers requesting such meals may find choice limited in some hotels. Similarly, it may be difficult for some hotels to cater for the needs of customers with strict special diets. If you have any special dietary requirements it is important that you request these at the time of booking.

• Eastern Europe:

  Offers exceptional value. However, it should be noted that standards cannot be compared with those found in Western European destinations. Whilst some hotels boast a good range of facilities, they may not always be of a comparable standard to Western European hotels, particularly in terms of service and the variety of food offered. The provision of some basic foods, for example, can be restricted at times, which results in a limited choice of food being offered and, bearing this in mind, we would not recommend Eastern Europe as an appropriate destination for vegetarians or people with specific dietary needs.

ROOM DESCRIPTIONS

Single rooms may not always offer the same facilities or location as twin rooms and the payment of a supplement does not necessarily mean that a twin room will be provided for sole use. Often single rooms are purpose built and intended for sole use only. "Single Savers" do not apply to all single rooms in a property or on all dates. Eaves rooms are so described because they have sloping roofs and beams, often with skylight windows and reduced headroom. Triple rooms are usually based on a standard twin room for two persons with an additional couch/put-up bed added for the third person that may restrict space. Purpose- built triple or quad rooms are sometimes available. Such rooms normally comprise a standard twin/double room with additional couch/put up beds being added for third & fourth occupants. This arrangement may restrict space. Please refer to the website description for the types of bed provided - your invoice will show the room and bed type. Note: Unless underoccupancy supplements are paid, rooms will be allocated in accordance with the number occupying the room.

ACCOMMODATION CATEGORIES

Rooms described as superior, suites, junior suites, apartments etc, offer a variety of facilities and room configurations. As these descriptions vary considerably from country to country it is not possible for us to provide a standard description which will adequately cover all the variations. Therefore, please make specific enquiries when booking to ensure the accommodation meets your requirements, particularly for suites and apartments. Accommodation facilities are abbreviated on the booking system and will be confirmed on your invoice as:

PS/PB	Private shower or bath
PS	Private shower
PB	Private bath
PSWC	Private shower with toilet
PBWC	Private bath with toilet
BL	Balcony
T	Terrace
MV	Mountain view
VV	Valley view
RF	Resort facing view
LV	Lake view
FV	Fjord view
NF/SF	North or south facing
NV	No view
RV	Restricted view
SUP	Superior room
DXL	Deluxe room
Basic	Wash basin in rooms
Q	one quad room

Rooms that are small, located under the eaves, cabin rooms, in annexe accommodation and suites will be highlighted in the price panels.

SELF CATERING ACCOMMODATION

All bed linen costs (although not towels unless specifically stated) and local taxes are included in all Crystal Holidays prices. All accommodation is basically equipped with cutlery, crockery etc. Kitchenettes usually offer only 2 or 3 hot plates and not ovens, unless advertised to the contrary. Items such as toasters and kettles are not considered to be essential kitchen appliances in Europe and are, consequently, rarely provided. Customers are normally expected to make their own beds on arrival. Please also note that 'starter' packs are rarely provided and you should, therefore, anticipate purchasing items such as milk, toilet roll, etc. on arrival (or the following day if you arrive late). When more than one villa or mobile home is booked of the same or different type, we cannot guarantee they will be adjoining, although a request will be accepted wherever possible (see Special Requests).

• Cleaning:

  The initial cleaning before your arrival is normally included and, unless specified in the accommodation description, is not provided during your stay. If cleaning is provided it may not be available during public holidays.

• Inventory Deposit:

  An inventory deposit against damages or breakages will be collected on arrival or an imprint of your credit card may be required. This will usually be £100 per villa/mobile home, and is refundable on your departure, or later, directly by the local agent if, for example, you are obliged to depart early. It is in your best interests to leave the accommodation as it was found, as deductions for breakages, damage or leaving the accommodation unclean can be made by the local agents. As deposits are sometimes held by the accommodation owner/management and not Crystal Holidays, we cannot become directly involved in situations or disputes that may occur. A small refundable key/damage deposit may be required in catered chalets or club hotels.

HOTELS

• Meals:

  Are as described on the individual resort pages

• Accommodation:

  Our accommodation ranges from larger properties to smaller traditional family hotels. Due to this wide range it is difficult to grade them on a like for like basis and, in addition to the facilities available, location and general standard, we have based our grades on our senior executives' opinions and on customer feedback.

• Room Numbers and facilities:

  For your convenience in our Club Active Hotels you can book by room number, which will be confirmed on your invoice, so you can be sure of getting the exact room you booked, whether you are the first or the last to arrive! Supplements payable for facilities in hotel room are abbreviated on each price panel.

• Underoccupancy supplements:

  These will apply when rooms are not used to maximum capacity, provided you book the minimum number required. Should you wish to book a room for less than the advertised minimum capacity, the supplement for each unused bed is the applicable per person full price minus up to £150 in Europe.

• Smoking:

  In the interest of fire and safety regulations and out of consideration for other guests, all hotels are non-smoking unless by prior arrangement with the staff/owner. In club hotels smoking is permitted in designated areas of the bar.

• Bed linen/towels:

  All chalets and club hotels include bed linen and one bath towel and one hand towel per person. A mid week change of towels is included within all Crystal managed properties.

• Check in/out:

  Accommodation is normally available from 16.00 hours on the day of arrival and you should anticipate checking out before 10.00 hours on the day of departure.

• Club Active Hotel Staff:

  Service in Club Active Hotels is relaxed, friendly and run entirely by Crystal staff as outlined on pages 24-25. As such these accommodations will rarely provide the same facilities or levels of service found in hotels.

• Cots:

  Please request at time of booking if you require this facility, for which a £10 charge will be made.

• Valuables:

  Club Hotels don't normally offer facilities to store valuables.

• Club Hotels:

  All of our Club Active Hotels have their own great value bars. N.B. Local licensing laws prohibit the consumption of both duty-free and alcohol brought in from the outside in public rooms. Restaurant/dining rooms in certain club hotels are open to non-residents - see property descriptions for details. Many of our club hotels no longer feature in local Tourist Office publications and are not subject to official classification as they are leased by us for the entire season and generally run exclusively for our guests. If you need contact numbers or directions please call Pre-departure Services on 0870 405 5025.

MOBILE HOMES

• Arriving:

  You are able to check in to your mobile home from 16.00 hours. We will not accept bookings which will result in your arriving after 22.00 hours (please see 'Late Arrivals' below). You must check out by 11.00 on the day of your departure. You will be provided with a contact telephone number with your tickets. Please call the rep about an hour prior to your arrival. Late arrivals: If you are delayed and arrive after 22.00, you may have to leave your car outside the holiday park entrance overnight and carry your belongings into the park. If no staff is present, you will find a message and a map on the noticeboard at the Crystal Active reception. Locate your accommodation on the map, make yourself at home and your rep will be round to see you in the morning to complete formalities.

• Park Facilities:

  We show contracted months of operation. Sometimes facilities described on the website will be withdrawn at the discretion of the holiday park management for reasons such as maintenance, bad weather or lack of demand. Facilities may be limited during low season. Please note that the beach is guarded from mid-June to mid-September. Outside of these dates it is unguarded. Entertainment: the holiday park may employ staff to organise entertainment during high season in July and August. The programmes vary from simple sporting events to full daytime and evening activity programmes with something for all the family. Entertainment in low season is often limited.

• Park Rules:

  There are park rules and regulations laid down by the holiday park management and guests are expected to observe them. Barbeques are not allowed except in designated communal barbeque areas. Party Size: we limit the number of people staying in each of our holiday homes for your own safety and comfort. Crystal will not accept bookings from single-sex parties of more than three people. Pets: Regrettably we are unable to accept bookings from customers wanting to travel with pets.

OTHER GUESTS

• Hotels:

  We do not have details of other bookings taken by hoteliers/accommodation owners and are unable, therefore, to provide any information in this respect. Neither are we advised of any conference/convention bookings, schools or wedding groups.

• Club Hotels:

  We are not privy to personal details of individuals booked and, in any event, would not be at liberty to divulge such information. Whilst we will make every effort to ensure that our representatives assist wherever possible if any guests' behaviour is considered anti-social or discourteous, you will appreciate that we have no control over the behaviour of any guests.

• Smoking:

  If, despite our best efforts, guests smoke in a non-smoking areas, we cannot accept liability for any discomfort.

CRECHE/CLUB FACILITIES

These are always subject to both availability and demand and may be withdrawn or unavailable. If any of our childcare staff are taken ill or unavailable, we may have to withdraw these facilities unless we are able to provide suitably qualified staff immediately. If your child suffers from any illness, disability or allergy, or needs any medication, you must provide us with full written details at the time of booking and before leaving the child with our staff. We reserve the right to refuse to accept any child or to withdraw any child from our care if, due to illness or other reasons, if it is not possible for us to provide suitable care, or if they pose a potential risk to other children or our staff. Parents or Guardians must be contactable at all times. Please note that bookings made for Crystal creche/club or nanny services are non-refundable, except in special circumstances. We have a maximum number of children allowed in the crche and the ratio of nannies to children is always maintained.

RESORT CHILDCARE FACILITIES

Independently operated resort kindergarten will comply with local regulations. Therefore, we have not inspected these facilities or premises and are unable to guarantee that the level of care provided will suit your requirements. Should you have any queries or wish to make a booking please contact the local tourist office telephone, numbers are available on request. Where hotel crches and other children's facilities are not operated by Crystal we have no control over their operation and cannot guarantee the level of care provided will suit your requirements.

WATERSPORTS/ACTIVITIES

Important Information:

All included tuition described is group based and is available for those who are over 12 years of age. Our 'free morning kids club' includes a water sport session where children aged 6 - 11 have the chance to experience a variety of activites under the supervision of our Instructors as detailed on pages 18 & 19. Club Active watersports will be available 6 days per week. On transfer day Club Active water sports facilities will be closed. All water sports are subject to wind and weather conditions. For safety reasons, access may be restricted at times. Professional safety cover is provided by RYA qualified staff in fully equipped safety boats for all Club Active windsurfing, sailing and kayaking activities. A water sports safety briefing, VHF radios, buoyancy aids and a first aid point are available at all Club Active sites. 'Free sailing' is subject to equipment availability, compentency and wind/weather conditions. The kit pages are a guide to the range of equipment available, as our Club Active centres vary in size the number/size and range of equipment may also vary. We reserve the right to withdraw water sports if the wind/weather conditions or the competency or behaviour of any guests gives cause for safety concern.

AIRPORT/RESORT TRANSFERS

• Approximate timings:

  In order to keep prices low and still offer you as many UK departure airports as possible, we often need to combine transfers to and from the resorts for passengers from several arriving and departing flights. This means you may incur additional waiting time on arrival at the airport and on your return, though we will do our best to keep waiting times to a minimum. Transfer times listed on resort pages, which apply to the actual journey time after leaving the airport/station, are approximate and can vary due to poor weather, traffic conditions or transfer routes. Please note that some transfers to your resort may not be accompanied by a Crystal representative and may include transferring onto a smaller vehicle to take you into the resort and your accommodation.

• Border controls:

  Please note that transfers which involve crossing national borders may be subject to delays as a result of immigration control and customs. Therefore, approximate timings as advertised may sometimes be longer than anticipated.

CARRIAGE OF BIKES/WINDSURFS BY AIR

With a growing number of bikers/windsurfers taking their own equipment on holiday, charter airlines are finding it increasingly difficult to cope with the extra weight and handling of these items. This has increased the risk of luggage being off-loaded from aircraft. If you wish to take your own equipment please contact our reservations team on 0870 405 5025 at least two weeks prior to departure. They will inform you how to contact the airline.

FLIGHT DELAYS

1. In the event of a flight delay over 3 hours, we will endeavour in conjunction with the charter airline, to provide light refreshments and, over 6 hours, a main meal, though this will depend on local circumstances. In the event of extended delays, we will try to make arrangements for overnight accommodation for you, though this is not guaranteed, and again depends on local circumstances. You should be able to reclaim the costs against your insurance policy, see "Our Obligations" 3 (iii) (c). Please note we may not always be aware of delays on some scheduled or internal flights in which cases welfare arrangements will be made by the airlines. If you are travelling in the USA or Canada utilising connecting flights and experience a delay, please telephone the relevant Area Office to inform us of your amended travel details.
2. Airlines do not offer compensation for inconvenience or loss of holiday time caused by flight delays. Similarly, it is not possible to obtain refunds for any unused accommodation or facilities in the event of an extended delay.

VISA AND PASSPORT

It is a customer's responsibility to be in possession of a full 10 year valid passport and any necessary visas. From October 5, 1998, under 16 year olds who are not already included on their parent's passport are required to have their own individual passport. Non-EU and EEA passport holders should note that transfers for flights arriving into Geneva leave from the Swiss side of the airport and it will be necessary, therefore, for you to obtain the relevant visas. Failure to do so will necessitate having to pay for your own transfer.

REPRESENTATION

We have at least one resident resort representative based in the majority of our destinations. For the few resorts where this is not the case, you will have the services either of a Crystal representative from a nearby resort or from an appointed local agent/hotelier who will give guidance and assistance. Details of an emergency contact number will be provided with your travel documents.

EXCURSIONS/ACTIVITIES

By the very nature of Active holidays you will be participating in activities that are potentially hazardous, therefore please check the details of your holiday insurance to ensure you are covered beforehand. As with all adventure sports, you partake at your own risk and you may be required to sign a disclaimer prior to some activities. Any excursions or hazardous activity in which you partake locally, such as white water rafting, horse riding etc. are at your own risk and liability may not be covered under the terms of your holiday insurance. Please check the details of your individual policy before participation.

OTHER EXCURSION INFORMATION

• Days of operation of excursions are sometimes subject to change which may occasionally mean that it may not be convenient or it may coincide with a weekly transfer day. Also excursions may be cancelled due to poor volume of support, or poor weather conditions. In such circumstances we will always try our best to offer alternatives locally but should this not be possible a full refund of the excursion cost will be paid. Please note that when refunding an "Included" activity we refund the cost to us
• Some excursions may involve a fairly lengthy journey for a relatively short time at the destination and we would therefore suggest you make enquiries before booking.
• On some excursions the commentary may be conducted in several languages and an English speaking guide may not always be available.
• The size of vehicle used will be dependent upon the number of passengers.
• Entrance fees, road tolls, boat crossings and optional extras are not included in the excursion prices shown including 'free' excursions and are payable locally.
• In the event of Sterling dropping significantly below our estimated exchange rates, Crystal must reserve the right to increase these costs at any time or to withdraw the excursion.
• The prices detailed on this website may be higher or lower than resort prices due to exchange rates or special offers available locally at the time. However, should this be the case no refunds or extra costs are due on items pre-booked.
• Please note that no refunds can be made except in the case of cancellation by the local operator.
• If credit cards are used to book tours locally, a handling charge will be added at a percentage rate advised in resort.
• Lift assistance for mountain biking may not be available early and late season
• Children's minimum ages have been given for guidance. Some suppliers actually use a child's height/weight to determine whether they can partake in the activity. The final decision on whether to accept a child rests with the supplier
• Children under 16 must be accompanied by a parent/guardian when joining our guided bike or hike tours
• FREE activity only applicable to non-discounted price bookings. Those whose booking is an Active Discount booking (AD) do not receive a FREE activity.

CHILDREN'S REDUCTIONS

• When reductions are available, these are detailed on the accommodation price panel.
• Where FREE child or reduced price places are advertised, these are strictly limited and available on a first come, first served basis on selected flights. Maximum 1 Free child per booking.
• 'Adults' include any children older than the maximum 'child' age which is stated. Up to date reductions will be confirmed at the time of booking (and for travel agents are available on Viewdata).
• Child reductions apply on the basic holiday price only and do not include any supplements, e.g. underoccupancy, any flight, room and board arrangements (where applicable), nanny service charges etc. In all European villas/mobile homes (on charter flights only) children paying a special reduced price holiday do not qualify as full fare paying passengers and as such do not count towards the occupancy, or qualify for group reductions.
• Child offers and holiday reductions apply to children aged 2-11 years for hotels at the date of return travel to UK. Proof of age is required at the time of booking.
• To qualify for a special offer or price reduction, the child or children must share a room (or apartment/studio) with two full fare paying passengers except where stated.
• All child prices and reductions apply to European charter flight, train and Self Drive holidays only.
• For Self Drive holidays, children do not count towards occupancy of the car.
• One Parent Saver reductions are for genuine one parent families travelling alone. Any persons that take advantage of this offer who do not meet this criteria will be charged the balance of the holiday price in resort.

GROUP REDUCTIONS

All names must be supplied in writing at least 10 weeks before departure date. Name changes may be made on charter flights only, up until ticket issue, usually 4 weeks before departure. However, after this time an administration charge will be levied on all bookings where names have either not been supplied or changes are made to named passengers travelling. If the group size reduces your booking, the number of free places will be reduced accordingly and may be lost if all the conditions are not complied with. If the group size increases after booking we cannot alter the original group discount.