Terms and Conditions
Online Booking
The accommodation detailed here has been booked for you by the Tourist Information Centre (TIC) on behalf of the accommodation establishment and therefore the contract for this booking is directly between you and the accommodation establishment. On arrival you should confirm the price and type of board with the accommodation proprietor.
The deposit (which represents the booking commission payable by the accommodation establishment to the TIC) and booking fee (if charged) is non-refundable for any reason whatsoever. In additional to the deposit, the accommodation provider may also require you to make additional payments in advance for the services. Arrangements for such additional advance payment will be made between accommodation providers and you, the end consumers and will not be processed on through the Booking Centre.
If you fail to take up the accommodation or wish to cancel this must be done directly with the accommodation establishment, a cancellation fee may be payable directly to the accommodation establishment.
Whilst the TIC makes every effort to find suitable accommodation, it cannot be held responsible nor accept any liability for complaints or claims of any nature arising from this booking, nor for loss or damage which may be suffered by you or other members of your party, during or as a result of your stay at the accommodation establishment.
To the best of the TIC`s knowledge, the Balance quoted is inclusive of VAT.
Your contact and booking details will be passed to the accommodation establishment that we have booked for you. Please be aware that credit/debit card details (excluding CVC/3 digit security number) will be taken at time of booking and will automatically be passed on to the accommodation provider. In the event of your failure to turn up/cancellation, they may be subject to any cancellation procedures set in place. Any information supplied is not held by Bournemouth Borough Council.
Competitions:
The first entry drawn at random from all eligible entries who have answered the question correctly will win the prize. The winner will be contacted by post, email or telephone on the competition draw date. Reasonable efforts will be made to contact a winner. Failure by the winner to respond may result in forfeiture of the prize. If they cannot be contacted, or are unable comply with these terms and conditions, Bournemouth Tourism reserves the right to offer the prize to the next eligible entrant.
Any person who is an employee or an immediate family member of an employee of Bournemouth Tourism or any other person who is directly connected with the organisation of any particular competition is ineligible to participate.
By entering the competition, entrants will be deemed to have read and understood these rules and be bound by them.
Entrants must be at least 18 years of age unless otherwise stated.
All decisions of Bournemouth Tourism will be final and binding. No correspondence will be entered into.
No responsibility will be taken by Bournemouth Tourism for any answers that are illegible, misdirected, lost for technical or other reasons or received after the closing date.
If for any reason an advertised prize is unavailable, Bournemouth Tourism reserves the right at its absolute discretion to substitute a similar prize of equivalent or greater value. None of the prizes may be exchanged or transferred and no cash alternative will be offered. Only one prize will be awarded per person.
Where prizes are to be provided by a third party then the winner(s) will be required to complete all appropriate or applicable booking or other formalities direct with such provider. Bournemouth Tourism will have no responsibility for the acts or defaults of any other persons.
Prizes Involving Travel:
Holidays include accommodation as described.
Where prizes consist of accommodation, this is subject to availability and cannot be taken during high season and public holidays including Easter holidays. Travel connections, additional charges, room service etc. are the responsibility of prize winners. Holidays are redeemable only by the named winner and must not be sold onto any other party. For each holiday package prize, all travellers must travel at the same time on the same itinerary. Unless otherwise stated, all travel and holiday prizes must be taken within one year of the date of the competition draw.
Website Disclaimer
We are pleased to deal with enquiries from our residents, visitors and potential visitors. We are also pleased to deal with enquiries from our trade partners in delivering service to people wishing to access all that Bournemouth has to offer. This document sets out the service standards that can be expected by the public in making enquiries regarding tourism services.
Our staff will at all times treat users of the service with courtesy and respect.
1. We will respond to all letters e-mails or other requests for information within seven working days. In responding to you, we will always give full contact details of a named officer in case you need to follow up your enquiry.
2. We aim to answer all telephone calls from you within 5 rings. Occasionally your call may be answered by our voicemail facility, which will give you an opportunity to leave a message. We will respond to all voicemail messages within 2 working days.
3. If we cannot give you an answer to your enquiry at the time, we aim to respond to you within 2 working days.
4. Our staff will wear identification badges when on duty at the reception area. Any officer on duty in the Town will carry their official identification badge including photo, and will produce this when required.
5. If we are unable to keep an appointment, we will contact you to inform you of the situation at the earliest possible opportunity.
6. We regularly review our service through established consultation mechanisms with both the tourism industry and as a result of customer feedback. Feedback we receive from you is important to us. We value your comments, which are used to make improvements to the service we provide to you. Some telephone calls are recorded for the purposes of quality monitoring and complaint handling.
7. If you wish to make a complaint about our service you should bring this to our attention. If your complaint cannot be resolved at that time (i.e. during a telephone call, or at our Visitor Information Bureau) we will aim to;
• Send out an acknowledgement to your complaint within two working days of receiving it
• Give you a full reply within ten working days (if we can deal with the complaint) or,
• Keep you fully informed of the progress of the complaint every ten working days (if it takes longer to deal with your complaint.)
If you are unhappy with our findings you can contact the Head of the Business Unit, who will review the evidence and report back with the result of their investigation. The contact details for the Head of Business Unit will be provided in our response letter.
If, after this stage, you are still not satisfied with the Council's response, you can refer the matter to an Independent Director for review. The Directors contact details will be provided in the response letter from the Head of Business Unit.
A Commitment to Mutual Respect.
You can expect the best service from us and we will endeavour to provide that service with respect and dignity. In return, we ask the same from you.
Where a member of the public has been abusive either on the telephone or face to face, staff will politely but firmly close the conversation and inform their line manager, the details of which will be recorded on an incident review form.
The department cannot solve every query all of the time, but will strive to ensure that the customer is comfortable with the service they have received and with a clear notion of the next steps to take.
Meeting the Diverse Needs of Our Customers.
We will treat all people fairly, whatever their age, sexual orientation, religious belief, disability, gender or race. Everyone will have equal access to our service.
Where specific assistance is needed, e.g. hearing, assistance with reading or translation requirements, we will endeavour to provide the required assistance.
We will endeavour to provide a lingual service where demand justifies this.
Delegate Reservations Team
Tourism Marketing and Events
Policy and Administration
Town Centre Management / Night Time Economy Contact us
Bournemouth Tourism T: +44 (0) 845 051 1701
info@bournemouth.gov.uk
CANCELLATION
In the event that you the consumer wish to cancel a booking, you must contact the Activity Booking Centre immediately. No refunds are given in the event of cancellation unless exceptional circumstances have taken place. In this eventuality, you as the consumer will be asked to write to The Activity Booking Centre, Tourist Information Centre, Westover Road, Bournemouth BH1 2BU, so that the circumstances can be considered on an individual basis. Refunds will be issued at the discretion of The Council.
If the Activity Provider has to cancel your booking, they must contact you immediately and offer you an alternative booking proposal (ie. another date/time slot they can offer) at no extra cost. You can then choose to take the alternative proposal or choose to receive a full refund. Refunds will only be applied to the original method of payment.
AMENDMENTS
If you wish to amend your booking at any time, you as the consumer must contact the Activity Provider direct. The Activity Provider will make the changes to your booking at their own discretion. If no suitable amendment can be achieved consumers are advised to follow procedures under the cancellation conditions.
SAFETY STANDARDS
The Activity Providers observe the highest standards of safety for the activity and have produced copies of risk assessments and public liability insurance to The Council for activities offered as a basic requirement to be included within the Activity Booking Centre.
However, inclusion of an activity on our website and in our promotional literature does not mean that The Council guarantee the safety standards of the activity. The undertaking of these activities may involve some personal risk. With some activities the Activity Provider may require you to sign a disclaimer prior to the activity – please read these disclaimer documents carefully. Note that some Activity Providers may require compliance to a certain type of conduct from consumers taking part in activities. Please ensure you take action to make sure that you fully understand and comply with such conduct.
PRICING
Prices offered by an Activity Provider for activity bookings through the Activity Booking Centre are inclusive of VAT @17.5%. They are correct at the time of being offered and are set by the Activity Provider. Unless stated otherwise promotional discount vouchers cannot be used in conjunction with bookings for activities made via the Activity Booking Centre.
Please note that full payment is taken before you’re booking is generated.
PAYMENT
The Council accepts all major credit and debit cards (except American Express & Diners) Payment via cash or cheque (made payable to Bournemouth Borough Council) can only be made in person at the Visitor Information Bureau.
Tourist Information Centre Monday-Saturday 9.30am-5.30pm
Westover Road (Extended hours during summer period)
Bournemouth
Dorset BH1 2BU
ACTIVITY BOOKING
Where two or more persons are included on the same booking or booking reference, the person purchasing the ticket or issued with a booking reference shall be deemed to do so on the basis that they act as an agent for all members of the party and accepts these booking conditions on behalf of each member of the party.
IDENTIFICATION
On arrival at the activity the consumer must provide the e-ticket booking confirmation and identification such as, passport, Drivers license, or credit card.
E-TICKET
If you as the consumer looses your e-ticket before your activity date takes place, you must contact the Activity Provider at the earliest opportunity, providing them with as much information as possible of details of your booking.
RESTRICTIONS
Certain activities are subject to minimum or maximum requirements e.g., height/age/weight. At the time of an Activity Booking you may be asked if any restrictions apply to you. Once booked, you may be liable for charges if you have to cancel because the minimum requirements are not met.
AVAILABILITY
Activity Bookings are subject to availability and run on selected dates throughout the year. In some cases they are also subject to weather conditions on the day. In order to avoid disappointment it is recommended that you as the consumer book well in advance.
COMPLAINTS
The easiest way to resolve any problems that you may experience is to speak to the Activity Provider on the day. They will ensure that any issues are rectified where this is possible. If you are still not satisfied or any issues cannot be rectified, please send in written details of your complaint to: Activity Booking Centre, Tourist Information Centre, Westover Road, Bournemouth Dorset BH1 2BU, including your booking reference number within 7 days of undertaking your chosen activity. All complaints will be monitored by The Council in the interests of the consumer and copies of the complaint will be forwarded to the Activity Provider.
ACTIVITY PICTURES
The pictures used in all promotional literature to illustrate activities, particularly those that take place at more than one location, are used as an indication only.
ACTIVITY DESCRIPTIONS
The information on each activity detailed on our website/promotional literature is abbreviated and is correct at time of publishing. However, the content or format of the activities may change slightly during the year.
WEATHER
Some of our activities featured are weather dependent. If your activity is cancelled because of the weather, a re-booking will be offered but remains subject to weather conditions.
EVENTS BEYOND OUR CONTROL
Events beyond The Council’s or Activity provider’s control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, hurricanes and other actual or potential severe weather conditions, and any other similar events.
BOOKINGS
Missed departures or failure to show on time for an activity/appointment shall be treated as a last minute cancellation. No refunds are provided for last minute cancellations unless unusual circumstances are provided. We cannot be held responsible for failure of public transport or traffic delays, which may prevent you from arriving on time for an appointment/activity.
PERSONAL BELONGINGS
The Council accepts no responsibility for loss or damage of personal items at any time, whether this is travelling to or from or whilst at the activity centre.
PERSONAL INSURANCE
Personal Insurance is not included in any activities or packages bought through the Activity Booking Centre. All participants are strongly advised to arrange their own personal insurance cover.
CHANGES TO ACTIVITIES
Some activities may operate subject to sufficient demand and in this case a minimum number of attendance will be stipulated on the booking form.
