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Useful information

Additional room charges

Please be aware that some hotels may charge a small additional fee per room per day for some services, where available, e.g. daily phone charge or safety deposit box.

Alcohol

Liquor Laws are strict in the USA. If you are under 21 or even look under 21, you will not be able to buy alcohol. Carry some identity with you to prove your age. Remember that you cannot carry booze in your car unless it is safely locked up in the trunk (boot).  Do not drink and drive: you know it makes sense!

All Inclusive packages

Meals, if included, are based on buffet or à la carte menus. All Inclusive does not necessarily mean that unlimited food and beverages are available 24 hours a day. Please check the package that you have booked. Hotels often place restrictions on restaurants and meal arrangements. Your all-inclusive package may not include bottled mineral water. Meal plans commence after check-in time. You may be charged for motorised water sports and have time limits on some sporting activities. Some sports/facilities may have age or experience restrictions. Advertised water sports activities may be withdrawn if there are not enough participants for your chosen activity. In addition, we reserve the right to refuse your participation in any organised Virgin water sports activities, if in our, or our supplier’s opinion, it would be unsafe for you to do so either for reasons of force majeure or medical reasons. Facilities such as tuition, free scuba-dives, health and beauty treatments etc are, when stated, offered free, but the number of sessions per guest will be limited.

American hotels

Most rooms in American hotels have two double beds and can therefore sleep four people. Ideal for a family with two children, but not so ideal for four adults. Rooms can also come with one king size bed — perfect for a couple. ‘Rollaway’ beds can usually be supplied by the hotel up to a maximum of two, but this on the room size. Some hotels charge locally for these. Some hotels do not permit rollaways in rooms due to fire code.

Baby food

Visitors are not permitted to take fresh milk or jars of baby food into the US — US Customs will confiscate it. Powder formula is allowed.

Baggage allowance

One piece up to 23 kg per piece per person on Virgin Atlantic flights. IMPORTANT — All individual pieces exceeding 23 kg will be charged as excess baggage. One piece of hand baggage (10 kg) is permitted for essential items only. If you are flying with other airlines or have internal flights booked, please check the baggage allowance as it may differ from Virgin Atlantic and you may have to pay to check in baggage on connecting flights. Internal flights on tours usually have an allowance of 15 kg per piece per person, please check for each airline. Excess charges will apply if you exceed the allowance permitted; please check with the applicable airline for more details. Some airlines and/or transfer companies may charge for golf club carriage. Oversize items, such as surfboards, will be charged for by the airline and local transfer company.

Building work

Sometimes building and development work can commence at or near a hotel. These circumstances are beyond our control and we do not always receive advance warning. We will notify you as soon as possible, if we consider that any works will have a significant effect on the enjoyment of your holiday. General maintenance at hotels is necessary to preserve standards.

Camouflage print material

Some islands in the Caribbean prohibit camouflage print material, this can be extended to items of clothing and baggage. To avoid any inconvenience we would advise all passengers to refrain from packing/carrying such items.

Car hire information

Although your car hire agreement comes with our Basic package, this only includes limited Third Party Liability Protection up to the State minimum ($20,000). This does not cover you for your own hire car. It is vital that you have adequate cover to protect yourself against financial risk in the event of total loss of your own hire vehicle or any damage or accidents, especially as some US drivers carry little or no insurance. If you pre-purchase one of our inclusive car packages, Fully Inclusive or Gold Plus, these risks are covered. However if you decide just to take the Basic package the following extra charges may be payable on arrival:

Collision Damage Waiver (CDW) — approx $25 per day. Extended Protection (to increase Third party cover to US$1million) — approx $12 per day. Both prices subject to taxes and fees.

Collision Damage Waiver provides Comprehensive Cover for all damage to the car, no matter how caused, provided you have not violated the rental agreement. It is technically optional, but if you do not take it, you could be asked to provide evidence of credit worthiness, including a major credit card with a minimum credit limit of $1,500 and you will be liable for any and all damage or loss — including loss of use of the rental vehicle up to its full retail value — regardless of fault.

Taxes and Fees

Our Basic package does not include mandatory taxes, surcharges and airport fees. These will be payable when you collect your car. These will vary according to duration and car type. If you have taken either the Fully Inclusive or Gold Plus package then the only taxes and fees payable will be on items purchased directly with Alamo e.g. Sat Nav, fuel, one-way fees etc.

Vehicle descriptions

The vehicle description provided is not necessarily the vehicle you will receive, it is for guidance only. You should always take into consideration your party size and luggage when choosing your car as it will cost more to upgrade on arrival than prior to departure.

Deposit

You must have a credit card/major bank debit card in the lead drivers name. Debit cards are not accepted on one way rentals. Alamo will swipe the card for security but will not charge anything to it unless you have purchased items locally.

Fuel

Every car comes with a full tank of fuel and you are required to return it full by filling up locally before you return the car. If you return it empty or part-full then Alamo will charge you for the missing fuel. You can pre-pay for a tank of fuel at the counter using Alamo’s local rates. If you choose to do this you can then return the car empty. Alamo’s pre-paid option is subject to taxes and fees. If you have purchased our Gold Plus package then one tank of fuel is included and you can return your car empty.

Child seats

Virgin Holidays’ Gold Plus package also includes the cost for child seats, which is compulsory for children under the age of 5 years in the US. If paid locally, this would cost an additional $6.99 per day plus taxes and surcharges. (Maximum charge per seat $70 plus taxes and surcharges).

Minimum age and underage driver charges

You must be aged 21 or over to hire a car in the USA. If you are between 21–24 years of age you will be required to pay an underage driver fee on arrival
($25 per day, plus taxes and surcharges; $60 per
day in New York, plus taxes and surcharges).

If you have purchased the Virgin Holidays’ Gold Plus package the underage driver fee is included. Some car groups have a minimum requirement to be age
25 years or over.

Additional driver charges

Virgin Holidays Fully Inclusive package includes one free additional driver as standard. Our Gold Plus package includes up to three additional drivers. If paid locally, this would cost an additional $9.99 plus tax per driver per day.

Satellite navigation system

To purchase a Sat Nav locally costs $9.99 plus tax per day. If you book one of these systems, you will need to leave a credit card imprint when you collect your vehicle. Any loss or damage to the equipment will incur a penalty to the full value of the unit, currently at $250.

If you purchase our Gold Plus package then this includes a Sat Nav.

Check in/check out info

The standard international practice is to let rooms from 12 noon to 12 noon. However, times do vary. Check-in times are usually between 2:00pm and 4:00pm, check-out times between 11:00am and 12 noon on the day of departure. Therefore, if your flight arrives early in the morning, you may not be able to check in to your hotel until between 2:00pm–4:00pm. Similarly, if your return flight is at night, you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.

Credit cards

Some Suppliers may authorise or charge your payment card at check-in as a deposit for any incidentals such as room service, telephone calls or other hotel services or for damage or incidents occurring during your stay and which are not part of your holiday package. The amount can vary considerably depending on the Supplier and/or the destination. It is your responsibility to ensure sufficient funds or credit are available to cover this amount. Virgin Holidays is not responsible for setting the amount of any deposit required and if you have any queries you should contact the Supplier prior to departure. If you do not have a card and wish to use the charging facility, a cash deposit will be required. Please note that it is not recommended to use a currency/travel card as a guarantee of payment for hotels, car hire etc.

Cruises

Cruise Line gratuities and service charges are not included in the advertised prices. They are an additional on board charge, and will vary by cruise line.

Cuba

In Cuban all-inclusive hotels, ‘premium brands’ can mean local premium brands rather than international ones, as Cuba has an embargo on US goods. Food brands will also tend to be local ones. It is also fair to say that the choice on your hotel buffet table may be more limited than what you see on other islands. Tipping: Cubans will appreciate the gift of hard-to-obtain items such as biros, Western magazines and leftover toiletries.

Disney Dining

Advance dining reservations are strongly suggested. All dinner shows require advance dining reservations — show tickets can be acquired through lobby concierge. Dining reservations can be made by calling 00 1 407 939 3463 from the UK, up to 180 days in advance.

Disney Dining must be booked a minimum of 21 days before departure. Bookings must include a minimum 5-night stay and maximum 21-night stay at a Walt Disney World Resort hotel and Disney park tickets, for all people on the booking, both booked through Virgin Holidays. Disney Dining must be booked for everyone on the booking, for the full duration of their stay. Disney Dining is only available at selected restaurants; full details can be provided on request. Children 3–9 years must order from the children’s menu, where available. Children aged 2 years and under are not eligible for Disney Dining and must pay locally for any food/drink consumed.

Disney Dining will not be valid if the above conditions are not complied with. In these circumstances, we reserve the right to alter your booking accordingly.

Disney park tickets

If you plan to stay in two or more Disney hotels, the whole party will need additional Disney park tickets for each hotel stay.

Exclusive to Virgin Holidays

Exclusive to Virgin Holidays, means that at the time of producing our brochures, Virgin Holidays (and our other Virgin Holidays Family brands) is the only UK Tour Operator who can sell the accommodation, part of a package of tour departure as part of a pre-arranged package holiday, to the UK market. The accommodation may still be featured by International tour operators or overseas travel planners, so guests of other nationalities may be in residence.

Excursions

Please note that height, weight and health restrictions may apply for some excursions.

Flights

The flights we use for our holidays are based on specially negotiated airfares, which enable us to offer our holidays at such beneficial prices. However, to take advantage of these airfares, the flights used may not necessarily take the most direct route. Some flights will require a change of aircraft en route. On direct flights, there is no need to change aircraft during the journey. However, stops may be made en route for refuelling or to let passengers on and/or off. All flight times and routings quoted are subject to change without notice. Flights referred to in in our brochures and on this website are planned to be operated by the airlines referred to, but Virgin Holidays reserves the right to change airlines or aircraft type at any time. Such changes will not be regarded as a material change of the components of the holiday. Any changes in flight details will be notified to you. Please note, if outbound flight is unused, return flight will be cancelled. In-flight entertainment does not form part of your holiday. Virgin Atlantic aims to rectify any technical faults during the aircraft turnaround, however, neither Virgin Holidays nor Virgin Atlantic will be held responsible for any lack of availability due to technical faults or difficulties or aircraft changes.

Flight tickets and holiday documentation

After we have received payment of the balance — approximately 14 days before departure — your flight tickets and holiday documentation will be sent to you.

Foreign office travel advice

Travel to certain destinations may involve greater risk than others. You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign and Commonwealth Office Travel Advice Unit prior to booking your international travel arrangements and regularly prior to departure at: www.gov.uk/travelaware

Health requirements

You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through during your trip. It is your responsibility to ensure that you are fit to travel and meet all health entry requirements, obtain recommended inoculations, vaccinations take all recommended medication and follow all medical advice before departure.

For medical advice regarding all destinations you intend to visit or transit through during your trip you should consult your doctor and check the travelhealthpro.org.uk website in advance. We recommend that you take evidence of your up-to-date inoculations or vaccinations with you when travelling as it maybe required for entry into a country or destination. Virgin Holidays shall not be liable if you are refused entry into any country or destination because you cannot show that you have received all required inoculations or vaccinations or because you do not satisfy the health requirements of any destination.

Hotel gradings

Whilst most hotels have official star ratings locally, we have awarded ‘V’ ratings ranging from 3 to 5 Virgin Vs to all hotels throughout the brochures and online to give a general guide. These ratings are subject to change. Standards can vary between hotels of the same rating even when in the same country. For example, city hotels can generally be perceived to have higher overall standards than a beach resort which is a more relaxed atmosphere.

Hotel/resort facilities/amenities and descriptions

Whilst the descriptions and information contained on this website and in our brochures about the hotels and resorts were accurate at the time of going to print, there can be changes subsequent to the printing of brochures. Where possible, we will try our best to notify you of any changes that may affect your holiday. The information provided and  relating to resort descriptions, local events or markets, resort attractions, restaurants etc, is offered in good faith please check details independently.

Important note about travel dates

Muslim countries — You may find that there are restrictions on alcohol consumption, restaurant facilities and entertainment during the month of Ramadan, which commences on 5 May 2019, and other religious events. Sri Lanka — has monthly religious public holidays, when shops and businesses are closed and the sale of alcohol is forbidden so you may find restrictions in hotels.

Insurance (this is really important)

It is important that you have insurance cover for you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked.

Meal basis

Please note than when booking a hotel on Half Board or Full Board basis, unless otherwise stated, your meal will usually be served buffet style in the hotel’s main restaurant. Should you wish to dine in any other hotel restaurant or dine from the à la carte menu, a supplement may apply. Please see our website for up to date details.

Passport and visas

You MUST have a FULL and VALID passport (including children and newborn babies). Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.

The length of time to obtain a passport/visa can vary so please allow ample time to obtain this. If you haven’t yet got a valid passport, you should apply for one at least 8 weeks before your holiday departure date. The Passport Office advises you not to book any travel arrangements until you have received your new passport. Requirements may change and you must check the up to date position in good time before departure. For full details on passport requirements for your chosen holiday destination, please contact the Identity and Passport Service on 0300 222 0000 or www.direct.gov.uk.

If you are a British Citizen you are advised to contact HM Passport Office for up-to-date information on your passport requirements. If you or any member of your party is not a British Citizen or holds a non-British passport, you must check passport and visa requirements with your relevant Embassy, consulate or passport office for information on visa and passport requirements relevant to your Travel Arrangements and your return to the UK, and the consulate or Embassy in the destination(s) in which you are intending to travel, prior to booking. Virgin Holidays has no special knowledge or expertise regarding foreign entry requirements or travel documents. We recommend that you review travel warnings, announcements, prohibitions and advisory notices issued by all relevant governments regularly prior to your departure. Some destinations may require a letter of authority if children are not accompanied by both legal guardians. Please check with the authorities in the relevant destination if this applies.

The name on each person’s ticket MUST match the name as stated in their passport. When making your booking, please ensure the information given to us is correct. Failure to do so may result in significant charges being incurred, as some airlines treat an amendment as a name change and will charge accordingly.

Know what? If you turn up for your flight with an invalid passport or no visa when you need one, we will be very sympathetic but... YOU CANNOT BOARD THE FLIGHT.

USA Travel Authorisation (ESTA)

If you are travelling on a British Citizen passport it is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. The cost of an ESTA is currently approximately $14 per person and can be obtained by visiting https://esta.cbp.dhs.gov or the Visit USA website at www.visitusa.org.uk where further information on the scheme and the up-to-date fee can also be found. Once completed and approved, the ESTA application is valid for two years and allows multiple visits without the need to reapply. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

* Under certain circumstances (e.g. if you have a criminal record) you may require a visa and you could be refused entry into the USA.

Canada Travel Authorisation (eTA)

You now also require an eTA to travel to Canada. The eTA is a new entry requirement for air travellers from countries that currently DO NOT need a visa to visit Canada. This program is similar to the United States’ Electronic System for Travel Authorization (ESTA) program and currently costs CAD$7 (subject to change). Please visit www.cic.gc.ca for more information.

The name on each person’s ticket MUST match the name as stated in their passport. When making your booking, please ensure the information given to us is correct. Failure to do so may result in significant charges being incurred, as some airlines treat an amendment as a name change and will charge accordingly.

If you turn up for your flight with an invalid passport or no visa when you need one, we will be very sympathetic but... YOU CANNOT BOARD THE FLIGHT.

Private villas/apartments

We will book your accommodation for you with the number of bedrooms requested. However, accommodation can vary in the amount of equipment and bedding provided, and this will be allocated in accordance with the number of people shown on your invoice. If additional people join you while utilising the accommodation booked, we accept no responsibility or liability for any shortfall in equipment or facilities.

Pets in hotels

Please be aware that the majority of hotels in the US and Canada permit pets to stay in their rooms.

Power and water supply

Hotels situated on Caribbean islands are sometimes subject to power or water cuts, although they do endeavour to keep inconvenience to a minimum.

Resort fees

Resort fees apply depending on room type booked and travel dates. They are payable locally and are subject to change.

Room Rate Levy

Some hotels in the Caribbean apply a Room Rate Levy (RRL) charge for each room booked for each night of your stay. Charges vary depending on your hotel. Please see the brochure and website for details of the rate payable at your selected hotel. All charges are payable locally at check out by cash or credit card. Charges are subject to change.

Safety

We take the safety and security of our clients extremely seriously. Sadly, crimes against both people and their property are a fact of life all over the world. When in a foreign country, it is very important to be extra vigilant and avoid drawing attention to yourself. The Foreign & Commonwealth Office Travel Advice Unit may have issued information about your holiday destination(s). We recommend that you seek advice from the Foreign Office regarding your holiday destination(s) prior to making your reservation at www.gov.uk/travelaware.

Travellers have the same responsibility for their own safety and that of their possessions as they do at home. Virgin Holidays operates to many parts of the world, some of which do not conform to British health and safety standards. We request that all hotels/operators comply with the local regulations, but we cannot guarantee that these meet British standards and therefore urge you to undertake reasonable precaution whilst on holiday.

Secure flight passenger data

The Transportation Security Administration (TSA) requires all airlines operating flights to/from the US to provide a passenger’s name as it appears on their passport, along with date of birth, gender, and redress number (if applicable). This mandatory Secure Flight Passenger Data (SFPD) is required no later than 4 days prior to departure. In order to fulfil this new requirement, Virgin Holidays will require this information at the time of booking. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area.

Swimming pools

Wherever we have stated that swimming pools are heated, kindly note that pool heating is as required by weather conditions — we don’t want you to overheat.

Tipping

Tipping is essential to most American restaurants and hotels and is a more important part of US culture than in Europe. It is usual to leave a 15% tip at most bars, restaurants and with taxis. Airport porters expect $1 per bag and hotel chambermaids $1 per person per day. Some restaurants do add an automatic service charge for groups of six or more,
so check your bill carefully before tipping.

Travelling with medication

Please contact the relevant Embassy or High Commission for up-to-date drug transportation rules.

Tours

We reserve the right to vary tour itineraries and programs according to the supply of accommodation and weather conditions. If such changes constitute a significant change, we will pay compensation as shown in section 10 of our booking conditions. Wherever possible, we will advise you of such changes before you travel. However, if alternative hotels of the same or higher standard are used instead of those shown on the itinerary, this will not be considered a significant change and compensation will not be payable.

Minimum numbers for tours

Most of our tours need a minimum number of participants to operate. We will review numbers and advise you at least 84 days before departure if there is insufficient demand for a particular tour resulting in the tour being cancelled. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable and we are unable to offer refunds of any associated costs i.e. visas etc.

Weather

Some of our featured destinations are occasionally affected by adverse weather conditions, e.g. monsoons or typhoons. Due to their unpredictability, they are a force majeure event and we shall not be liable for any changes to your holiday arrangements, either before departure, or during the holiday, which in our judgement are necessary to protect your interest and/or safety. The weather charts online and In our brochures are shown as a guide only and are based on regional average temperatures and rainfall.

WiFi

Please note where free WiFi is advertised, it doesn’t necessarily mean this will be available in your hotel room. It could be available in a specific public area and there may also be time constraints on the service. If there isn’t a WiFi logo on a hotel it means that if WiFi is available there will be a charge, payable locally.

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Your holiday may be affected by travel restrictions or cancellations

We are continually reviewing our flying schedules, taking into account the Foreign & Commonwealth Office (FCO) advice against all non-essential travel. Depending on when you are due to travel, your holiday may be affected and we’ll email you to let you know.

Latest Foreign & Commonwealth Office repatriation travel advice


Over the past few weeks, we have repatriated our customers from overseas who wanted to come home.  

Please visit this page to keep up to date with the Government’s travel advice on returning to the UK, and to register for email alerts.
 

You’ll be away before you know it

Your next holiday is only a click away - our website has thousands of hand-picked options ready to book. But if you need more help, just give us a call on 0344 472 9499.

Looking for inspiration? Explore our destinations and holiday types and save your faves to your very own Wishlist. Or dive right in to our 2021 holiday offers.

For extra piece of mind, new bookings made before 31 August 2020 for travel up 30 April 2021 also have the flexibility to amend free of charge. If you need to change don’t worry, you can move your holiday as far out as 31 December 2021 subject to availability.

How would you like to talk to us?

With many customers needing our help, we are prioritising those customers due to travel before 06 October 2020. Log in to Manage my booking where you can message us about your options or you can give us a call. Bear in mind you may have to wait longer than expected. We continue to review this and working to open up these options to more customers. In the meantime check out our FAQs to see if this can help answer any immediate questions.

Stay tuned for the latest updates


Rest assured; we will notify you as soon as we know if your holiday has been affected.  

We are prioritising those customers due to travel before 06 October 2020. Log in to Manage my booking where you can message us about your options or you can give us a call. Bear in mind you may have to wait longer than expected. We continue to review this and working to open up these options to more customers. In the meantime check out our FAQs to see if this can help answer any immediate questions.

Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.

Let’s talk


If you need to speak to us to change or cancel your booking, and you are due to travel before 06 October 2020, please log in to Manage my booking to call or message us. 

Payment flexibility


Don’t worry if you’ve missed a payment or just need a little more time to pay; we have options available to help you. If your holiday is going ahead as planned, you can continue to pay for your holiday in Manage my booking, even if travelling in less than 12 weeks. If you’re unsure, you can delay any additional payments by choosing a new time to travel by requesting a call back in Manage My booking for one of our team to look at options. If your holiday is more than 6 months away, you may wish to set up a Direct Debit to spread the cost. This can be arranged whilst rebooking or afterwards in Manage my booking.

We're flexible with your holiday plans


We understand that you may wish to change your holiday plans and we appreciate the need for flexibility. 

We'll be in touch by email letting you know how to register to change your holiday plans. You can also log into Manage my booking to find the details there. 

Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.

You're good to go


If we haven’t notified you of any changes, your holiday will be going ahead as planned but if you prefer to move your holiday to a later time we can help. Log in to Manage my booking to request a call back to amend your holiday. Please bear in mind we’ll work through requests in departure date order so may take longer than usual for us to get back to you

Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.

Thank you for your patience and understanding


Payments are being prioritised based on when the request was made, working in order from March 2020 onwards. We will always try to process refunds at the earliest opportunity, for requests before August our maximum timeframe is 120 days. As we are steadily reducing the maximum processing time for each new request, for refund requests made in August, we expect the maximum processing time to be 80 days, from the date the refund is requested. For those requesting a refund in September, we expect it to be processed within a maximum of 60 days, and then reduce to 30 days for refunds requested in October, before returning to normal levels.

We'll be in touch soon


To finalise the amendment, one of our customer advisors will phone you. We need to work through amend requests in departure date order so we can prioritise those with the most imminent travel plans, so you may have a longer wait than usual until we’re able to ring you back. We will help everyone that wants to move their holiday.

I returned early from holiday and have further questions?


You can contact our team by emailing feedback.backhome@virginholidays.com to discuss options on unused portions of your holiday. If you need to contact our team about amending an existing holiday or requesting a refund please log in to manage my booking.

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