Call 08452 10 20 30 or 01268 44 11 77 lines open Monday-Friday 08.30-5.30pm excluding Bank Holidays

Call 08452 10 20 30 or 01268 44 11 77 lines open Mon-Fri 09.00-5.30pm excluding Bank Holidays, Sat 10.00-16.00

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Terms and Conditions


Verticalbeds Marketing DWC-LLC, trading as, Registration number 4024, Licence number 4406, registered address:- Business Center, Dubai World Central, PO Box 390667, Dubai, UAE, acts as booking agent for the suppliers, offering hotels, apartments, villas and airport transfers. Please read the following terms and conditions carefully, as they apply to all bookings, whether they are made directly on our website, by telephone, fax or email. By using this website, you agree, without qualification, to these terms and conditions herein. If you are making the booking for yourself or your family and/or friends, you are the customer. If applicable, the travel agent will be deemed as acting on behalf of the customer. The following references apply : “our” “we” and “us” apply to “Your” and “you” apply to the travel agent / customer. “Supplier” and “provider” apply to accommodation or transfer provider. “Services” means accommodation and transport as provided by “Suppliers” or “providers”.


The lead person must be over 18 years of age (21 years for USA) and have permission to act on behalf of the other party members. If any party member is under 18 years of age, they must be accompanied by their parent or guardian, or we must receive written permission allowing them to be part of the booking. Accommodation and transfers booked directly by telephone, fax, email or on our website will at that time bring into force a binding contract. Any documentation such as confirmation invoices, itineraries or accommodation vouchers are issued by on behalf of the accommodation or transfer provider. The contract is binding on issue of the confirmation, and is between the customer or travel agent (on behalf of the customer), and the accommodation or transfer provider. It is the responsibility of the travel agent to provide full payment for the booking under the terms of the agreement. Please see detailed below, the booking terms and conditions including payments, cancellation and amendment policy.


3.1 Accommodation costs are incurred by the accommodation provider from the time your booking is confirmed. If you need to cancel or amend a booking, you should inform us as soon as possible. The closer the cancellation is to departure date, it is less likely that the accommodation may be re-sold. If a booking is cancelled, this will only be accepted in writing by the customer or travel agent who made the booking to by email to:

3.2 Amendment charges: Amendment charges : Should you wish to make an amendment to your booking after it has been confirmed, you must advise us in writing as soon as possible. Please send to: Where an amendment can be made, an amendment fee of £15.00 per name change or £25.00 per booking will be charged, together with any additional costs incurred by the accommodation or transfer provider due to this change.

Bedbank Cancellation Charges

More than 98 days – Loss of deposit
Between 77 and 98 days from departure - 10% of the booking cost
Between 57 and 76 days from departure - 30% of the booking cost
Between 42 and 56 days from departure - 50% of the booking cost
Between 22 and 41 days from departure - 75% of the booking cost
Between 15 and 21 days from departure - 90% of the booking cost
14 days or less from departure - 100% of holiday cost
*Please Note - when booking Non Refundable Rooms the above conditions are not valid, full payment will apply at the time of booking without exception and 100% cancellation charges will apply if the booking is cancelled at any point after the booking has been made.


If a deposit is due, this should be collected from the client at the time of booking. The full payment will be due 11 weeks prior to the client’s departure unless alternative arrangements are in place. It is the responsibility of the travel agent to provide full payment as per terms of contract. reserves the right to cancel any bookings which are not paid in full 11 weeks prior to departure. If your booking is less than 11 weeks prior to departure, the full amount will be due at the time of booking. If special payment terms are displayed during the booking process this will override our standard payment terms. We must receive payment for such bookings as requested. Should these special payment terms not be fulfilled as requested, this may result in the booking not being completed.


Prices do not apply to bookings of 5 or more rooms. Please contact our Groups Department by calling 08452 10 20 30 for requests involving five or more rooms. Multiple bookings for identical sales may be cancelled immediately or rejected by the accommodation provider without notice at any time.


If you have any special requests which are not part of the customer’s standard accommodation booking (such as : special dietary requirements, room location, bed types, baby cot etc) these should be made to in writing. The utmost will be done to deliver these requests to the accommodation provider concerned. Please note that Special Requests cannot be guaranteed and there may be a local charge applied for certain requests. The confirmation of the request being made to the provider will be noted on the accommodation voucher. Whilst will try their utmost to ensure all requests are passed on to the provider, we cannot be held responsible if the supplier is unable to meet such requests. is not liable to the travel agent nor the customer in this respect.

PLEASE NOTE: Special Requests sent when confirming the booking may not reach the hotel if the hotel doesn’t support this via the booking process. If your request is critical, such as special allergies, cot requests etc please email these directly to our reservations


Acting as a booking agent we are unable to accept liability for illness or personal injury, theft or damages arising from your customer’s stay in the accommodation booked on behalf of the customers, unless as a direct result of the negligence of Whilst will provide the utmost assistance if the above does occur, we are in no way liable and any claim for damages for the above should be made directly to the accommodation provider, and will be under the jurisdiction of the law of the country in which the accommodation is located.

Force Majeure, neither we nor the supplier can accept liability or pay compensation where the performance of our obligations to you are affected or prevented as a result of ‘force majeure’. In these terms, ‘force majeure’ means any event which either or the supplier could not foresee or avoid, even with due care and consideration. Such events include, but are not limited to :- war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, strike action, natural or nuclear disaster, disease, adverse weather conditions, accidents and related delays, volcanic ash cloud, fire and all similar events outside of our control.


The providers reserve the right to change the type of vehicle used if required for operational reasons without prior information. In case of a downgrade in vehicle category, only the actual used vehicle category will be charged.


It is the policy of to ensure that any customer complaints are dealt with swiftly, efficiently and handled in the appropriate manner. If the customer has a complaint upon arrival or whilst staying at the accommodation, it is the responsibility of the customer to contact the accommodation provider initially. Similarly, any issues with transfers should be reported to the local supplier. If the issue cannot be resolved locally, please contact our UK Helpline immediately. Please do not wait until after your stay; our policy is to rectify any issues as soon as possible. A local and UK telephone helpline number is noted on the accommodation voucher which is submitted to the travel agent as confirmation to the customer prior to departure. It is the responsibility of the travel agent that the customer is informed prior to departure of all contact numbers to be used in such an instance and the procedures in case of a complaint. will act as an intermediary between the accommodation or transfer provider, and the customer and assist to resolve any complaint. Should the customer wish to take the matter further with the provider, written details of the complaint should be sent to no later than 14 days after the return to the UK. is not liable for compensation in such cases and acts only as an intermediary between the accommodation provider and the customer (or travel agent). If the customer is not satisfied with the outcome of the assistance provided by, any further action should be taken up with the accommodation provider concerned directly. All complaints received will be answered within 28 days of the date of receipt.

Complaints should be addressed to:
Customer Services Department;; 14 Hemmells; Laindon; Basildon; Essex; SS15 6ED.
Fax: 0871 397 0263


When accommodation or transfers are booked with the customer accepts responsibility for proper conduct of the entire party booked. In the event of misconduct by the customer and/or his party, the accommodation provider/supplier reserves the right at any time to terminate the accommodation/services booked. In such cases, full cancellation charges will apply and no refund will be given. If the actions of the party include the cause of damage to the accommodation or vehicle, the customer is liable and will take full responsibility for any costs incurred or any actions taken against as a result (including legal costs) of the customer or his parties actions. The customer will be liable for reimbursement to the accommodation provider for any damages caused before they leave the accommodation. The accommodation provider will not be liable for any refund nor costs incurred by the customer as a result of the termination of the holiday.


No warranties, promises and/or representations of any kind are given to the accuracy of any of the information contained on the website or as to the nature, standard, suitability or otherwise any services offered or provided by the accommodation or transfer provider for which we act as agent.


The information, images and/or prices shown on the website are updated from time to time and therefore may have changed by the time you come to make your booking. Whilst every effort is made to ensure the accuracy of all such information and prices, regrettably errors do occasionally occur. We receive information and images from the suppliers in good faith, and display the website content accordingly. You must therefore ensure you check all details of the chosen services (including the price) at the time of making a booking. In the event that an incorrect price has been entered in error, any booking made based on such incorrect price will not be valid. You will be advised of the error as soon as possible and you will then have the option to either pay the correct price for the accommodation or cancel and receive a full refund on all monies paid. It is the travel agent’s responsibility to check if there are any local fees or taxes payable by the guests, Bedbank cannot be held responsible for guests not being informed of fees or taxes payable locally. Whilst we make every effort to ensure hotels are in the correct location, it is ultimately the travel agent’s responsibility to check the location and hotel address suits their client’s requirements. Our grades are very often taken from the Official Hotel & Resort Guide. In other cases they are assessed by our local agent, or the hotel staff, and based on a combination of factors such as price, location and amenities. Please note that price, particularly in areas of high demand or at peak times, should not be taken as a guide to standard or grade.


Our invoices may use the terms: Single, Double, Twin, Triple and Quad to indicate the number of full paying clients in the room. Outside the peak season it is common for facilities and services to be less widely available. Where possible we will advise of any changes in advance of travel, however, we cannot accept responsibility for any changes or closures which are made by the accommodation management. Although we try to keep all information up to date on our website, we cannot be held responsible for any inaccurate or incomplete information about any featured accommodation or its facilities. The star ratings shown are the ratings granted by the tourist authority of the country you are visiting.


Please note that calls may be recorded for quality control and training purposes.


If there is a change to your booking made by the provider, we will pass on the details as soon as we can. We cannot accept any liability for any changes made by the hotelier or our suppliers unless they are due to our own acts or omissions. Where there is a significant change which entails a change to accommodation of a lower official rating and/or a change of resort, you can either accept the significant change for which we will pay compensation as set out below, or we will offer to cancel your booking free of charge (no further compensation will be paid)

Compensation for acceptance of significant changes is paid as set out below:

Days prior to arrival: Compensation
More than 35 days Nil
Between 35 and 7 days £20 or 20% of accommodation cost, whichever is lower
6 days or less £30 or 30% of accommodation cost, whichever is lower