All arrangements made between Lagrange and you, the client, are subject to the following conditions.
Please note that it is your responsibility to read the booking conditions. By making a booking for you we presume that you have read, understood and agree to be bound by the booking conditions. If you would like further clarification on these conditions, please call us on 020 7371 6111.
1. CONTRACT: Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with LAGRANGE (UK) LIMITED.
2. DESCRIPTION: We have done our best to ensure that all descriptions, information and prices are correct and accurate in accordance with the latest information available at the time of publication. Regrettably however, errors do occur, you must therefore ensure you check all details of your chosen holiday (including price) with us or your travel agent at the time of booking. Details provided on our website on public facilities, entertainment, local services etc. have been supplied by local tourist offices. This information, together with any documents provide by us, is intended as a guideline. If any changes occur in any of the services or activities included within this information, Lagrange cannot be held responsible. Some resorts, for legal reasons, do not have medical facilities. Although a residence may be open in low season, amenities, facilities and activities (shops, cinemas etc.) are not necessarily provided throughout the year and Lagrange cannot be held responsible for this. Hotel and residence descriptions are subject to variation. Our hotel descriptions are based on double rooms (singles are generally smaller and less well situated, triples are often double rooms with an extra bed). The descriptions of accommodation and furnishings have been compiled in good faith according to the information given by individual proprietors and their local agents. There may be slight variations in the sleeping arrangements where there are twin beds instead of bunks or a double bed. Sofa beds or pull-out beds may make twin or single beds. Regarding bunk beds, please note that the upper bunk is not suitable for children under 6. Tourist classifications correspond to the regulations and practices of the host country. Photographs are for illustration only: the client is not necessarily allocated the accommodation shown in the picture.
3. PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Prices are inclusive of VAT and reflect government taxes and currency at the date of calculation. It is the client’s responsibility to assess the suitability of a holiday price before making a reservation.
Unless otherwise specified, prices are as follows:
HOTEL: per person, based on double occupancy (2 adults sharing a room). Reductions for children may apply when sharing a room with 2 paying adults.
SELF-CATERING: per unit. The occupation of accommodation is strictly limited to the number of people stated clearly in our brochure. A child or infant is considered as a person.
SPECIAL REQUESTS: Lagrange must be advised at the time of booking of any special requests which will be communicated to the Resort Manager concerned. Requests for cots, TV and parking spaces (generally payable locally) are subject to availability. All special requests will be noted but cannot be guaranteed. Lagrange cannot be held responsible if any special request is not met.
4. MAKING A BOOKING AND PAYMENT: When you have chosen your accommodation and you make a request to us to book it, you must pay a deposit of 25% of the full cost of the booking or the full cost of the booking if you are booking less than 8 weeks of your arrival date. Your booking is confirmed and a contract between us exists when we issue our confirmation email. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. If you have paid a deposit, the balance of the cost of your accommodation is due 8 weeks before departure. If it is not received in time, we will cancel your booking and retain your deposit. The cost of your accommodation does not include any extra chargeable services that you may use whilst at the accommodation. These are payable direct to the hotel or residence.
5. YOUR RESPONSIBILITY FOR YOUR BOOKING: When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
6. INSURANCE: It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness. We are not qualified to recommend any specific policy, however we are an introducer for MPI Travel Insurance, who offer a range of policies: www.mpibrokers.com.
7. IF YOU WANT TO CHANGE YOUR BOOKING: After our confirmation has been issued, any requests for changes must be sent to us in writing, by email or post, by the person that made the booking. We cannot guarantee that we will be able to accommodate your request but we will try to do so. You will be asked to pay an administration fee of £30 plus any charge made by the accommodation supplier. If you change the number in your party, the accommodation price may be re-calculated. You will be asked to pay an amendment fee of £15 to change name or date. Where your request for an alteration involves a cancellation followed by a new reservation (eg. change of accommodation, residence, resort, departure dates), a minimum charge of £35 or cancellation fees will apply.
8. IF YOU WANT TO CANCEL YOUR BOOKING: The person that made the booking must put this in writing to us, by email or post. Because we incur costs in cancelling confirmed bookings, particularly if cancellations occur close to arrival date, you will be charged a cancellation fee. Cancellation fees: If you cancel (this is the date on which we receive your written notice of cancellation during the hours of 9am to 5.00pm Monday to Friday excluding UK Bank Holidays):
More than 57 days before your arrival date: deposit
Between 56 and 29 days: 30%
Between 28 and 15 days: 50%
Between 14 and 8 days: 75%
Within 7 days of arrival date: 100%
Charges are shown as a percentage of your accommodation cost (excluding booking fees amendment fees, if any, which are non-refundable in the event of a cancellation).
9. IF WE CHANGE OR CANCEL YOUR HOLIDAY: We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of accepting the change of accommodation, or you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive), or a refund of the money you’ve paid to us. In some cases, we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include but are not limited to, change of accommodation to another of the same or higher standard, temporary withdrawal of facilities or seasonal unavailability of amenities. Cancellation We will not cancel your holiday less than 8 weeks before your departure date, except for reasons of force majeure. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative accommodation of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. In some cases, we will pay compensation (see below).
Compensation If we cancel or make a major change, we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
IF WE CANCEL OR MAKE A MAJOR CHANGE TO YOUR HOLIDAY
Period before departure in which we notifyyouAmount you will receive from us
More than 57 days£ 0
Morethan 43 days£ 30
More than 29 days£ 45
More than 15 days£ 60
Less than one day£ 90
10.FORCE MAJEURE: We will not pay you compensation if we have to cancel or hayarrn in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transr. No compensation, costs, expenses or any other sums, including the ost of securing alternative accommodation will be paid by us.
11.OUR RESPONSIBILITY FOR YOUR BOOKING: We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:
i. where the accommodation cannot be provided as booked due to circumstances beyond our control (see the Note in clause 10)
ii. where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii. where you incur any loss or damage that relates to any business activity.
iv. where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury. Please note that it is regulations and standards of the country that you are visiting which apply to any services provided in that country and not those of the UK. The monitoring, enforcement and compliance with such regulations and standards is the responsibility of the local authorities and the supplier of the services concerned. Liability insurance requirements vary considerably from country to country, as does the responsibility placed on organisations by law. We would therefore advise that you take all reasonable precautions to protect yourself and your party whilst on holiday. In certain respects, safety standards in other countries may be lower than those of the UK.
12.BEHAVIOUR: When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may incur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.
13.LOCAL DISTURBANCES: Neither the travel agent, Resort Manager, hoteliers or Lagrange are responsible for interruption to your holiday due to circumstances of local disturbances beyond our control which we were not aware of eg. lack of electricity, gas or water supply due to strike, drought etc; absence of certain services such as lifts under repair, television breakdown, closure of shops, clubs, restaurants due to holiday, strike, low season etc; noise disturbances (holiday resorts are lively and therefore can be noisy), traffic levels (may be high at peak season), dogs in neighbouring accommodation, roadworks near your accommodation, nearby railways. Lagrange cannot be held responsible for any building/roadworks which may occur whilst this brochure is valid and no compensation will be justifiable for inconvenience beyond Lagrange’s control, bearing in mind that tourist regions are constantly under development and that you may be affected by this. If however Lagrange knows of any building/road works or any other local disturbances likely to affect your holiday, we will do our utmost to inform you prior to departure.
Lagrange (UK) Limited, 168 Shepherd’s Bush Road, London W6 7PB.
ABTA V554X
Tel : + 44 (0) 20 7371 6111
www.lagrange-holidays.co.uk, ukinfo@groupe-lagrange.com
14.CHECK-IN AND CHECK-OUT: Check-in is normally between 4:30 pm and 7 or 8 pm local time. If you check-in after midnight, your accommodation has been reserved for you from the previous day and this counts as the first night of your stay. Check-out is normally between 8 am and 10 am local time. All arrivals and departures must take place during the specified times stated for each residence in your documents, unless otherwise arranged. Arrivals and departures outside normal reception hours may incur a supplement at certain residences. You must advise Lagrange and the on-site Resort Manager or Hotelier of your travel arrangements, should you not be able to arrive on the planned date or at the specified time. You must enquire about individual residences’ precise reception opening hours. The on-site Resort Manager’s telephone number is supplied with your documents and can also be given to you over the phone. To allow shorter waiting times upon arrival, you may not be shown to your accommodation. In the event of arrivals outside the specified reception hours stated in our documents or failure to adhere to your pre-arranged time of arrival without notifying either your Travel Agent, or Lagrange, neither the local Resort Manager, nor the Hotelier can be held responsible. No refund or compensation will be given for unused accommodation or services, or for overnight accommodation or services and additional expenses incurred. On arrival, the client must ensure his accommodation is of a satisfactory standard of cleanliness. Should this not be the case, the client must report immediately to the Resort Manager in order to rectify the problem. Any subsequent complaints concerning cleanliness will be invalid.
15.SECURITY DEPOSIT: A breakage deposit is payable upon arrival for self-catering holidays which will be refunded to you either on departure (once an inventory check has been carried out) or sent to you by post within 28 days of your return (the charges for which will be taken from the deposit itself). This deposit is taken per accommodation unit. Cash and sometimes credit cards are accepted as forms of payment. You may not ask the Resort Manager to carry out your inventory check outside the arranged hours. It is your responsibility to arrange for the reimbursement of your deposit (e.g. by leaving your personal address and if necessary bank details with the Resort Manager). Similarly, it is the Resort Manager’s responsibility to collect relevant charges, without the intervention of Lagrange, for damage to property or equipment, cleaning expenses, local taxes and, depending on the residence, charges for electricity, gas and water consumption. Disputes relating to any of the above must be settled between the interested parties and must not implicate Lagrange.
16.PERSONAL BELONGINGS: Lagrange or any supplier cannot be held responsible for any theft, loss or damage to personal belongings (car, luggage, cameras, skis, cash etc.). Objects or personal effects belonging to the holidaymaker are strictly his/her own responsibility.
17.COMPLAINTS: If you have a problem during your stay, please immediately inform the accommodation provider and the resort manager, who will endeavour to put things right. You should also try to find a solution whilst you're there. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at LAGRANGE (UK) LIMITED, 168 Shepherds Bush Road, London, England, W6 7PB giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to identify your concerns quickly and speed up our response to you. If you fail to follow this simple 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. Please bear in mind that we are only liable to compensate you in line with these booking conditions - in particular clause 9 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care. Any dispute or claim arising out of this contract that can't be settled between us can be referred by you to ABTA’s dispute resolution (see clause 19) or court. We agree that the courts of England and Wales have jurisdiction and English law applies (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)
18.FINANCIAL PROTECTION:] The monies you pay to us for your accommodation are protected by means of a bond held by HSBC. This means that, if in the unlikely event of our insolvency your accommodation can't be provided, you will receive your money back or, if your stay has started, arrangements will be made for you to be able to continue as planned.
19.ABTA: We are a Member of ABTA, membership number V554X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on . 20.DATA PROTECTION: Your personal data collected by Lagrange and/or by your travel agency is essential to manage your booking. This data is subject to restricted, secure, monitored and identified access, as well as being rendered anonymous when legally required and/ or to comply with regulation. It may be passed on to the relevant suppliers of your travel arrangements when necessary. It may be used by Lagrange (and its subsidiaries) to send you information and/or promotional offers. It may also be provided to public authorities such as customs and immigration if required by them or by law. You have the right to modify and/or oppose commercial prospection by sending an email to the Lagrange reservation centre where you made your reservation. Similarly, each holidaymaker authorises Lagrange to use, free of charge and for a period not exceeding 10 years, any image (including that of their children) taken during their stay for informational, advertising, promotional and / or commercial purposes of its products on all paper, audio-visual, multimedia and/or computer media. However, each holidaymaker may object, in writing exclusively, directly to Lagrange, this opposition being valid exclusively for the future, the holyday maker expressly and irrevocably renouncing any claim or legal action for any previous use.
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