"Our promise ...
We will take the utmost care to deliver the highest standard of service for total customer satisfaction.
Should customers need to contact us when abroad for help or advice, a member of Thomas Cook staff or our Local Agents will be contactable 24 hours a day, 7 days a week.
Should you be dissatisfied with your accommodation, we will do our utmost to resolve the problem to your complete satisfaction.
Our aim is for Thomas Cook Hotels to be your preferred accommodation supplier every time.
"... to you"
What the price includes
- Accommodation - Prices are shown within the price panel for each property. For hotels, the price applies to each passenger sharing a room and a total is also shown. Apartment, villa and studio prices are based on the maximum number of adults sharing the accommodation and for fewer adults under-occupancy supplements usually apply
- Meals - If you book full board you will be provided with breakfast, lunch and dinner; half board usually means breakfast and dinner
And what's extra
- Holiday Insurance - you MUST be insured (see our Terms and Conditions for brief details)
- Bottled mineral water - in some All Inclusive hotels bottled mineral water does not form part of the "unlimited soft drinks service"
- Charges made by accommodation - such as à la carte dishes, sunloungers, sporting facilities, indoor pool, telephone calls, safes, mini-bars, car parking, and any other services not shown as being free. There may be a charge locally for infants for use of services and facilities in the accommodation.
- Accommodation Deposits - in some cases on arrival at self catering accommodation you may be asked for a deposit. This is refundable, less the cost of any damage or loss. When you register, many hotels will ask you for an imprint of your credit card to cover any personal extras. If you do not have a credit card, they may ask for a large cash deposit.
Late Checkouts
If you have booked a flight that leaves a number of hours after you are required to vacate your room at some accommodations we are able to offer the chance to book a late checkout room for a small charge. This will guarantee a room (not necessarily the same room you had been staying in) up until at least 6pm (see accommodation description for exact time). The room will have a private bath or shower. Where this applies there will only a limited number of rooms available. If the option to keep your room on longer is not advertised by us or available when you book, it may still be possible to keep your room on longer for an additional charge payable locally. Please ask for details at your accommodations reception at the beginning of your stay.
Extra Value
Many hotels offer honeymooners and guests celebrating anniversaries and birthdays special treats such as fruit, wine, flowers, candle-lit dinners, or free room upgrades (allocated on arrival and subject to availability); see the individual hotel descriptions for details of offers. Please note that the hotel may ask you to produce a recent marriage certificate in order to benefit from the honeymoon offers.
Thomas Cook Guidebooks
A guidebook from the Thomas Cook travel guides range, is a great way to find out more about the destination you are travelling to. If you wish to purchase a Thomas Cook travel guide, visit your local Thomas Cook Travel Agent, phone 01733 416477 or order on-line at www.thomascookpublishing.com.
Health precautions
Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the Department of Health's free leaflet Health Advice for Travellers (available by phoning 0800 555 7777), visit www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org.uk, your General Practitioner or a specialist clinic. Please note you are strongly advised against scuba diving for 24 hours before travelling by air.
Whilst many Western European and North American destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to worldwide destinations are recommended to seek advice from the sources mentioned above and, where recommended, obtain vaccinations or tablets for protection against, for example: Malaria, Hepatitis A, Polio and Typhoid. In some cases, treatments for Malaria should begin well in advance of travel.
Biting insects (including mosquitoes) are common in many countries, and they can spread disease. Insect repellents, especially those containing DEET, can be useful in helping to prevent bites. You can also reduce the risk of bites by wearing clothes that cover your skin, including your arms and legs, especially during the evening and at night.
If you are visiting an European Union (EU) country you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it.
The Foreign and Commonwealth Office Travel Advice Unit
issues and frequently updates advice for those travelling outside the UK. The advice includes general warnings and specific information for the benefit of travellers. Ask your travel agent for details of any current advice for the country or countries which you plan to visit when you book your holiday. You are also advised to check this information before you go by accessing the latest Travel Advice on www.fco.gov.uk, alternatively e-mail traveladvicepublicenquiries@fco.gov.uk or telephone the Foreign Office Travel Advice Unit on 0845 850 2829.
Disabled travellers
The majority of overseas hotels are not equipped to cater for the needs of many disabled holidaymakers. Furthermore the natural terrain and the layout of some resorts can sometimes make life difficult for wheelchair users.
It is therefore important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation and resorts, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you.
For customers who require support or advice prior to booking, please contact the Special Needs Team on 0870 010 1689.
Passports & Visas
The following information applies to British Citizen's holding a UK passport issued in the UK. Non-British Citizen passport holders or British Citizens holding a UK Passport issued abroad should contact the appropriate consulate or embassy for clarification.
Please note, both passport and visa regulations can change and you should therefore check with your travel agent or the relevant embassy well in advance of travel. It can often take some time to obtain a visa, so you are advised to apply in plenty of time.
Your responsibility: It is the responsibility of passengers to ensure they have valid, acceptable passports and any required visa or any other documentation for the travel they are to undertake.. Passengers without the correct documentation may be refused carriage by the airline or entry into any country. Where entry is refused, fines or other financial penalty will be imposed on or by the airline and the passenger(s) concerned will be required to immediately return to their country of departure. Any passenger who travels without the required passport/visa/other documentation is solely responsible for and must immediately pay all fines, surcharges, other financial penalty, costs (including the cost of their immediate return flight) and any other sums of any description which are incurred or imposed by the airline or incurred by ourselves. This will be the case regardless of whether the lack of correct documentation is spotted at the departure airport. We can accept no liability in this situation and no compensation, expenses, refund or other sum will be paid.
Validity: A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children) you should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, you are advised to check the requirements of the destination before you make your final travel plans.
Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and haven't yet got a passport, our recommendation is that you should apply for one at least six weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and from October 2006 will ask you to attend an interview in order to do this).
Names: At the time of booking please ensure you supply your first name and surname, (as they appear on your passport) as both of these must be stated on your flight ticket. This will reduce confusion and delays at check-in, especially when travelling to the USA. It is anticipated that customers could face more queries and delays as more countries introduce Advance Passenger Information systems. You may not be able to travel and insurance may be invalid if the name on your passport and travel documents don't match.
If, after booking a holiday but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can make the necessary changes to your holiday documentation.
Children: All children must now hold their own UK passport unless they are included on a passport issued before 5 October 1998, in which case they may continue to travel with the passport holder until:
- The child reaches the age of 16; or
- The passport on which the child is included expires; or
- The passport on which the child is included is replaced or an amendment results in the issue of a new passport
(N.B the above exceptions DO NOT apply to Bulgaria and the USA where children must have their own passport).
Portugal - A minor under the age of 18 travelling to Portugal must either be accompanied by a parent or guardian or carry a letter of authorisation to travel from a parent or guardian. The letter should name the adult responsible for the minor during his/her stay. For the latest advice visit
www.fco.gov.uk or contact the Portuguese Embassy.
How to contact the Passport Service
General passport enquiries should be directed to the Identity and Passport Service. Please visit their website: www.ips.gov.uk or telephone: 0870 521 0410.
Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and have never had a passport in your own name, you should apply for one at least six weeks before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity). Visit www.ips.gov.uk
Accommodation can, at times, have a lively atmosphere, and facilities and entertainment may vary according to the mix and ages of guests in residence.
Official Ratings & Our Ratings
Depending on the accommodation you choose, the rating shown on our website may vary. Where accommodation on our website is featured with a Thomas Cook logo, this means it has been specifically contracted by a Thomas Cook Group company and based on the views of senior managers both in the UK and overseas, its overall quality, facilities and standards have been assessed and given a Thomas Cook rating.
Where independent hotel providers supply accommodation, the official rating of the accommodation is shown. The official ratings are given by the authorities in the country, and do tend to give a fair impression of relative standards within that country. However, different countries have different standards; so don’t assume that a 3-star hotel in one country is equivalent to a 3-star hotel in another.
Glossary Of Terms
The term "hotel" is used to describe various types of accommodation and does not necessarily distinguish between local classifications such as "aparthotel", "holiday village", "holiday complex", "hostel", "pension", "stalgem", etc.
Extra bed for child: in all cases these are only suitable for children aged 12 and under.
Hotel/Motel chains (USA): sometimes hotels change the name of the chain through which they are marketed (eg Howard Johnson). If such a change occurs at your hotel you will only be advised if we believe it involves a significant change in facilities or standards. Most American hotel/motel rooms are equipped with two queen-size double beds, have air conditioning, private ensuite bathroom with a shower and a bath and colour TV. These rooms can sleep up to four adults, but most hotels will allow extra rollaway beds to be put in the room, if required, for which there is local charge of $5-$15 per night. If you book a "room for sole use' you will also be allocated one of these rooms. Compulsory telephone charges may also be levied for the facility of unlimited telephone calls.
Suites/Junior Suites/Villas: A Suite and Junior Suite usually contain a lounge/living area. A Suite is likely to contain a separate sleeping area whereas a Junior Suite the sleeping area may not be completely separate. Room layouts can vary by destination. Our descriptions of Suites/Junior Suites and Villas usually state the number of persons who can occupy the room type (e.g. 2-4 persons). If there are less than the maximum number of persons in your own party, the room type may contain less than the maximum number of beds.
Rooms in Hotels, Pensions, etc: A "double" is a room with a double bed. A "Twin" is a room with two single beds. A "single" or "Twin for sole use" is a room with one or two single beds. A double bed may be two single beds with double bedding. Single rooms are often smaller, may not have a balcony and may not be of the same general standard as normal twin rooms.
A 3 or 4 bedded room is usually a twin room with extra bed(s). This can make the room cramped in many cases. The extra bed(s) may be of the folding type so that they can be moved in and out of rooms easily.
Though we will do our best to help, please note that we cannot guarantee the room configuration or type of beds that you will be provided with.
Studios: A "studio" is one room living-come-sleeping accommodation, usually with divan/sofa beds, basic kitchen facilities (usually two cooking rings and a fridge) and a shower room.
Apartments: An apartment is a self-contained flat with one or more bedrooms with twin/double beds, basic kitchen facilities (usually two cooking rings and fridge) and shower room. One-bedroom apartments usually have a separate living area, though in Greece multi-bedroomed apartments may not have a separate living area. Apartment descriptions indicate the number of adults who can occupy an apartment (e.g. 2-4 persons). This will not always mean that at the time of your stay the apartment will contain the maximum number of beds, if there are less than the maximum number of persons in your own party. Beds in the living area may be of the folding type or sofa beds.
Please note: Although initially supplied, it is usual in some Greek studios & apartments for toilet rolls not to be re-supplied.
Views: If you would like a specific view, please be aware that rooms described as having a pool or sea view may not have a full pool or full sea view because of plants or buildings blocking the view.
Single Supplements: If a single person occupies a double room they will usually be asked to pay extra (a single supplement). Hotels price their rooms as doubles and they do not reduce the rates if they are occupied by a single person. The costs to the hotel of providing the room - heating, lighting, cleaning etc. are the same regardless of how many people occupy that room.
Hotel design may mean that single rooms are smaller and may have different facilities to standard rooms. While there is normally a supplement for these rooms the overall cost will usually be less than when a single person occupies a double room.
Meal Service: Providing meals from a self-service buffet is popular in hotels. We include the most up-to-date information we have about meal service in our accommodation descriptions, but occasionally arrangements will change. Breakfast will be of the "continental" type unless stated otherwise. In certain hotels, extended or "English" type breakfasts are available and may be at an extra charge. Many properties are not necessarily used to catering for special diets and therefore if you have particular or specific requirements, you may find that the choice is limited. As a matter of courtesy to fellow guests, property owners may require diners to wear long trousers whilst dining in their restaurants, if this is a concern then please telephone to check for your individual property's details. Wherever more than one restaurant is advertised, meals for bed & breakfast, half board, full board and All-Inclusive guests will be taken at the main restaurant (usually buffet-style), unless otherwise stated. Where meals can be taken at alternative restaurants, a reservation is usually required.
Greek Breakfasts: Greek continental breakfasts can be basic and usually consist of coffee or tea and bread and jam. Some hotels may also offer cereals, yogurt and eggs.
How Many Nights Are Spent In Your Accommodation?
Your accommodation is usually reserved for you from 1200 noon (from 4pm in some areas) on the day of arrival at the property. However, at some larger hotels, delays may occur with check-in whilst your room is prepared for you.
Rooms are normally vacated at the internationally recognised time of 12 noon on the last day of the holiday. However, there are some areas where a 10am vacating time is operated. On occasions there may be several hours to wait before the departure of your flight home. In such cases a room may be made available for changing and storing luggage. Sometimes hotels will let you keep your room but they are entitled to make a charge. This is not normally possible with apartments. If you are on Half Board, Full Board or All Inclusive it is possible that you may lose a meal owing to your own particular flight times.
Air Conditioning
Some properties have individual air conditioners located in either the bedroom or the living area, allowing you to adjust the atmosphere to your own liking. In some descriptions we have indicated that there is centrally-controlled air conditioning. This means it is operated at the discretion of the management, both in bedrooms and public areas. In such cases air conditioning may be restricted to particular times of the day and to the hottest months of the summer. There may be a local charge for air conditioning in some rooms.
Accommodation Maintenance
From time to time it will be necessary for certain facilities to be withdrawn for general maintenance purposes. Water and electricity supplies may be interrupted whilst this essential maintenance is undertaken.
Other guests
We do not have exclusive use of all the accommodation we feature. It is possible, therefore, that there may be guests from other countries and of mixed age groups at your accommodation.
Many hotels we feature operate corporate conference facilities and there may be occasions where business meetings are taking place during your stay.
TV Channels
As many hotels we feature have satellite TV shown in rooms, we recommend that you use the same care and supervision with children watching TV, as you would at home. Some channels may be of an adult nature. There may also be limited numbers of English-speaking channels.
Infants
Please note that in each property description we state the maximum number of occupants a room or apartment can accommodate; this number includes infants. For any bookings made which exceed this stated maximum and for which we are advised cannot be accommodated, we reserve the right to pass on the cost of any additional/different rooms/apartments required to accommodate the booking.
Please let us know when you book if you need a cot. You may have to pay a charge locally for this and any other special services or facilities you require. When you arrive, you should check that the cot is satisfactory. If not, you must let your representative or hotel know immediately.
All Inclusive Holidays (inc. All Inclusive Plus)
Regardless of location, our rating or official rating, each Thomas Cook All Inclusive package meets a certain standard and will comprise at least the following:
Meals & snacks
- Buffet-style or Waiter service, continental breakfast, lunch and dinner
- Snacks available at selected times between meals
- A themed evening every week
Sports, leisure & entertainment
- Four sport and leisure facilities
- Organised daytime activities and evening entertainment three times weekly or more
Drinks
- For a minimum of 12 hours every day, an unlimited amount of hot, soft and locally produced alcoholic drinks will be available
- An indoor and an outdoor bar ( outdoor bars will usually serve drinks in plastic glasses)
- Last orders for drinks will be no earlier than 11pm
To help you choose your All Inclusive holiday we have highlighted what activities and facilities are usually included with each accommodation. This is based on information we have received from the hotel management, often dictated by the properties current seasons All Inclusive package. Please allow for some facilities or activities to be altered or substituted when you travel though, as hotels do regularly review and update what they offer as All Inclusive.
Full Board Plus holidays
Full Board Plus hotels offer a great deal more included in the holiday price, without being fully all inclusive. All Thomas Cook Full Board Plus hotels include continental breakfast, lunch and dinner as standard. The additional extras do vary and may include the following: drinks all day or drinks with meals, snacks, afternoon tea & biscuits, entertainment, sports & leisure. Please see the 'Full Board plus...' features/option box on the relevant property pages for details of exactly what is included as part of the Full Board plus package at each individual hotel.
All Inclusive additional information
All Inclusive holidays offer every opportunity for relaxing, taking part in sports and games and generally enjoying yourself. However, as with everything in life there are some simple rules which will help you in achieving this aim.
When you arrive at your hotel you are likely to be provided with some form of identification (it may be a card, necklace, bracelet etc), which will have to be shown when ordering drinks, meals and other included facilities.
Ensure you take care of this as a penalty charge is likely to be imposed if lost. Having drinks freely available throughout the day can be a temptation to over-indulge. Please therefore consider your fellow guests (and your own health!) while bearing in mind that hotel management have every right to refuse service to guests they believe to be intoxicated or under age (in accordance with local law).
Conditions for All Inclusive/Full Board Plus holidays
Both ourselves & each of the All Inclusive hotels reserve the right to withdraw the identification facility of any guest(s) whose behaviour, or whose child/children's behaviour is such that it is, in the opinion of the management, detrimental to the enjoyment of the other guests.
The included facilities and services are clearly stated in the accommodation features list when booking. Any additional facilities or services available may incur a charge. Consequently, not all bars/restaurants are available free of charge.
Drinks included are generally only locally produced brands; cocktails, international and premium brands and fruit juices are not available unless stated. Whilst we endeavour to provide locally-produced bottled mineral water as part of the "unlimited soft drinks service" at our All Inclusive properties, this service cannot be guaranteed.
The type and variety of snacks served (between meal times) will vary between hotels and resorts, and may be of a more traditional / local variety.
Most hotels remove access to All Inclusive facilities, including food and drink at the time of checkout, which is generally 12 noon on the day of departure.
Entertainment and sports facilities
These differ from hotel to hotel, so please read the descriptions carefully.
A charge may be made locally for entertainment and the use of some hotel facilities where these are not included in an all inclusive/full board plus package.
Not all hotels provide entertainment, and the quality at those that do will vary.
Outdoor sports and facilities are subject to weather conditions permitting (e.g. watersports, outdoor bars etc).
All sports and leisure activities are naturally subject to availability. The hotel may have a system restricting the number of times and hours of use of certain facilities to ensure all customers can enjoy them. Whenever we are aware of this it is clearly stated. You may be required to pay a deposit for some sports or leisure facilities which will be refunded upon the return of the undamaged equipment. Some hotels may have additional conditions before refunding the deposit (e.g. not to exceed the time limit of usage). If applicable, guests will be informed on arrival.
For safety reasons guests could be denied the use of sporting equipment if the hotel's sporting instructor feels they are not competent. In most cases relevant instruction is available but may incur a cost.
Age and height restrictions may be applied by the hotel for certain activities and facilities. These are applied locally for the wellbeing of all customers and full details will be supplied when you arrive at your accommodation. For safety reasons some sports are not available to younger children or children without adult supervision
Watersports & sporting activities
We may refer to watersports and other sporting activities in the accommodation descriptions, most of these are neither owned or operated by Thomas Cook and we cannot guarantee that they are maintained or operated with the customer's safety in mind.
We would ask that you take all reasonable precautions to protect yourself and your party whilst on holiday and would recommend that you only use companies who demonstrate good safety practices. You should ensure watersports and other similar sporting activities you wish to take part in are covered by your own holiday insurance. Some activities/watersports may be considered to be hazardous pursuits by some insurance companies.
Safety & hygiene
We would ask you to pay close attention to the following information, together with any other information we, our agents or suppliers, provide to you before you go, and when you arrive in your destination and at your hotel. It is most important that you familiarise yourself with this information and any other information you are given, because not only do we want you to have a great stay but we want you to have a safe stay.
Swimming pools and water features: some of our hotels and apartments welcome local people and other holidaymakers not residing at the property to use the swimming pool and facilities within the accommodation. This can lead to pool areas becoming busy at times, for example sunbathing space and available sunloungers may become limited. Please make use of the pool shower facilities before swimming - this helps to prevent any potential infections and helps to keep the pool clean.
Every pool is different and most hotels / apartments do not employ life guards, so you are strongly recommended to familiarise yourself with the pool layout, identifying the deep and shallow ends before using. Do not use the pool after dark or when the pool is closed, even if the pool has underwater lights. You should never swim when you have been drinking alcohol. Whilst some of our hotels and apartments have water features, such as slides or flumes, which may appear in our photography, generally we do not recommend these are used. It is possible such features may have been replaced or removed since the photography was taken.
Overseas Safety Standards: Although the accommodation featured does operate to its own country's standards, regrettably the safety standards and regulations overseas may not be of the same level that we enjoy in the UK. For instance, the design and height of balconies may differ and swimming pools may not be provided with a dedicated lifeguard. The setting and enforcement of local regulations is a matter for the Authorities of the country and the foreign supplier of the services concerned. We are working with hoteliers to improve standards wherever possible. You should familiarise yourself with fire procedures, including emergency exits in your accommodation, the swimming pool area(s) and any unfamiliar cooking appliances. If in doubt, ask your representative or an appropriate member of staff.
Children: Children must be supervised by you at all times, especially near water, on balconies or in unfamiliar buildings and surroundings.
Stomach Upsets: It is still a relatively common occurrance to suffer gastric illness when travelling abroad and being exposed to a different environment. There are many ways you can reduce the possibility of being affected, such as, not eating undercooked food, avoiding ice in drinks, ensuring you drink plenty of bottled water and avoid over exposure to the sun.
Out and About: Due to rough terrain and uneven surfaces, we recommend that you are extra careful and vigilant when visiting temples and other sites of interest and when crossing roads. Crimes against people and property are a fact of life throughout the world and you have the same responsibility for your own safety as you do at home. In some places the local police may not be very cooperative or interested when you report a theft or need insurance confirmation so always take care of your property.
Please exercise caution before entering the sea as the seabed is not even and changes in depth. The sea is capable of springing surprises and we have not inspected the beach or seabed for its safety.
Hotel-run kids clubs
Standards and facilities at kids club's featured in our accommodation descriptions may vary. Although some of Thomas Cook's preferred hotels operate kids clubs run by Thomas Cook's staff (look out for details of our "Kidsworld", Supersun or Thomas Cook "Active" programmes), we are unable to accept responsibility for or give any guarantee for the standard of the facilities and qualifications of personnel at clubs run by the hotels. Kids clubs may not meet standards of similar facilities in the UK and guests are strongly advised to remember that local standards and requirements in respect of such clubs may differ overseas and so you must ensure that you are completely satisfied with the facilities and staff providing this service before you enrol your child or children into the club and into the clubs' care.
Smoking
Restrictive legislation against smoking in public places is becoming increasingly common in destinations worldwide. You may find your holiday resort operates enforced smoking restrictions in areas including, but not limited to, enclosed public areas such as bars, pubs and restaurants. Fines may be imposed for breaching regulations. To find out more visit the FCO website www.fco.gov.uk
Conditions in holiday resorts
If there is a specific problem affecting your accommodation, you should report this to the accommodation staff, and if necessary to our appointed representative, who will do his or her best to help sort things out.
Insects - ants, mosquitoes and cockroaches for example - are common in hot countries. They are usually harmless, and they do not mean your accommodation is dirty or unhygienic, but obviously the sight of such creatures can be off-putting if you are not used to seeing them.
If your hotel has an open restaurant, it may attract local birds, some of which might try to share your food though hotels do their best to discourage them. Though frustrating, this is a normal part of local life, and please don't encourage birds by feeding them. Please also refrain from feeding any other wildlife.
Noise - Some resorts are within built-up areas or other places where noise is common. Noise may be audible from road traffic or aircraft (if you are near a flight path). Noise is also often caused by birds and local wildlife, and by local activity such as speedboats, calls to prayer and customs (for example, festivals and religious celebrations), and is often part of the travel experience.
Telephone Calls
To ensure we consistently deliver excellent customer service, telephone calls to Thomas Cook's UK offices are recorded.
