Hotel Booking Terms and Conditions

Your Contract

All arrangements are made subject to the following terms and conditions and by making a payment the Holidaymaker is confirming that he/she accepts and agrees to be bound by these booking conditions. Telephone transactions where debit/credit card details have been supplied are also considered as meeting this requirement. When you book an accommodation only holiday, either via the internet or telephone, your booking is confirmed immediately and it is at this time a binding contract comes into existence and you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. You must be at least 21 years old to make a booking with us. Please note that single sex parties or groups of young adults (under 21) may only be accepted at selected accommodation. Email confirmation of your booking will be sent to you once payment has been received.

The contract is subject to these booking terms and conditions. All booking conditions will apply to each and every booking made with The Turquoise Collection Ltd. Once the contract is made, it is the accommodation providers' responsibility to provide you with what you have booked and it is your responsibility to pay for the accommodation in full before you travel.

All relevant documentation will be sent to you via email. It is important to check carefully all the details of your booking once you receive it. The Turquoise Collection Ltd. will not be responsible for any information you do not receive as a result of your failure to provide a valid e-mail address. Your contract with us will be governed by English Law and is subject to the jurisdiction of the English Courts at all times.

We reserve the right to make changes to these terms and conditions from time to time without prior notice which will take effect from the date of posting on the website. You are responsible for regularly reviewing these terms and conditions. Continued use of the website or service after any such changes shall constitute your consent to such changes.

The Lead Guest

The lead guest is the person or agency that holds the booking, to whom all correspondence and invoices are addressed and who is responsible for the rental. Spouse's names are not considered interchangeable. Where a booking is made by telephone, email or fax, the booking is subject to, and the client must accept these Internet terms and conditions and any made by our suppliers. Where two or more people are included in the same booking, the person requesting the booking shall be deemed to do so, on the basis that he/she acts as an agent for all members of the party and accepts these booking conditions on behalf of each member of the party.

Your Responsibility

It is your responsibility to ensure that;

• Any specific passport, visa and health requirements are obtained.
• All members of your party, including infants, have a valid passport.
• All members of your party, including infants have adequate travel insurance to cover your holiday.
• The balance of your holiday is paid by the due date on your invoice.
• All payments are made by you by the dates set out in your booking confirmation and any revised/updated booking confirmations subsequently issued, this includes but is not limited to deposits, part-deposits, second deposits, accidental damage waiver fees and security deposits. Failure to make any payment by the due date will be assumed and taken as your instruction to cancel your booking, in the event that the booking is cancelled as a result on non-payment it will not be deemed a cancellation by The Turquoise Collection.

Please be advised that in the event that you or any of your party are disruptive, or behave in an unsociable manner we do reserve the right to terminate your holiday and will have no further liability or responsibility to you in respect of accommodation or transfer/car hire, nor will refunds be made.

During the period of the holiday, the Holidaymaker (personally and on behalf of all other people visiting the property) undertakes (for the benefit of the property owner and The Turquoise Collection Ltd.) as follows:

• That the number of people occupying the property will not exceed the number stated on the holiday confirmation
• That the property will be used solely for the purpose of the holiday by the holidaymaker and his/her party
• To show due consideration for other parties (to include, but not limited to, refraining from abuses of the property and/or dangerous, offensive or rude behaviour to the property owner, his representative or any third parties such as neighbours)
• To keep the property and all furniture, utensils, equipment, fixtures and fittings in or on the property in the same state of repair and condition as at the commencement of the holiday and to ensure that at the end of the holiday the property is left in the same state of order and cleanliness in which it was found.  The property owner reserves the right to levy the holidaymakers occupancy and for any sub-sequential loss
• To report as soon as possible to the property owner (or his representative) any breakages or damage caused by the holidaymaker during the holiday and to reimburse the property owner with the cost of replacement. The property owner reserves the right to make a claim against the holidaymaker for any repair or loss as a result of damage caused
• To arrive at or after the stated check in time on the arrival day and to vacate the property by the stated check out time on the day of departure unless prior arrangements have been agreed with the property owner, The Turquoise Collection Ltd. and/or the holiday confirmation states otherwise
• Not allow any person other than guests booked and staying in the property for their holiday to use the facilities and amenities of the property
• To notify all other members of the party of these undertakings.

In the event of a breach of any of the undertakings set out, the property owner (or his representative), or The Turquoise Collection Ltd. can refuse to allow the Holidaymaker to take possession of the property or make the Holidaymaker leave the property before the end of the holiday. In either case the Holidaymaker shall be deemed to have cancelled the booking and the Holidaymaker shall have no claim for compensation or reimbursement whatsoever.

Safety

The Holidaymaker agrees to take care around the property and gardens and consider the risks posed by balconies and swimming pools to children. Swimming pools should be accessed by the steps and not by jumping or diving in. Please take the time on arrival to familiarise yourself with the layout of the hotel and swimming pool depth. In particular if you are travelling with children, please take the time to point out to them any areas in which they should take particular care such as the pool or on balconies. Parents are responsible for the actions of their children at all times. Please ensure that children are not left unsupervised at any time during your holiday and take extra care with swimming pools, balconies, roads, unfenced areas, etc, as it is likely the accommodation will not have the same child precautions as you are accustomed to in your own home.

On your holiday please be just as vigilant as you would be at home and ensure you take sensible precautions to protect your belongings and personal safety. Adequate travel insurance is essential to cover your personal belongings - there are usually limitations placed on money and valuables so check your policy carefully. In the event that you should lose any items of value whilst on holiday - through theft or otherwise - you must report the facts immediately to the local police or other competent authority and obtain a written report. If a report is not obtained, it will be difficult for you to pursue any claim through your holiday insurance.

The ground surface inside and outside the hotel may be wet due to cleaning. At other times, ground areas open to the elements or subject to dousing in water from the swimming pool may be wet and caution is required at all times. Be aware of the ground condition at all times and be cautious by taking the necessary steps to ensure your safety and especially that of children and the elderly.

Please be very careful with windows, especially full length glass patio doors. The glass may not be toughened and occasionally, in a strange environment, accidents occur more easily than they can do so at home.

Booking Details

Immediately upon receipt of the holiday confirmation from The Turquoise Collection Ltd., the Holidaymaker must check the details and notify The Turquoise Collection Ltd. of any mistakes/errors made as soon as possible and in any event within 14 days; no changes can be made to the booking after this time. The Turquoise Collection Ltd. reserves the right to charge holiday booking amendment fee to administer/correct any error made by the Holidaymaker. Any request for changes to be made must be in writing from the person who made the booking.

Hotel room occupancy

Access to your hotel suite is available from the stated check in time on the first day of rental and we will ask you to vacate the suite by the stated check out time at the latest on the agreed departure date, to enable cleaning and preparations for the next guests. Hotel suites are reserved exclusively for the people confirmed as guests at the time of booking and no other persons are permitted to stay at the suite unless agreed by us in writing prior to the rental period.

Under no circumstances will animals be allowed in the hotel (with the exception of guide dogs used to aid sight or hearing).

Early departures will be charged to the full booked duration of the stay. Reimbursements will not be given.

The Holidaymaker agrees not to smoke or allow smoking inside the hotel at any time.

Financial Protection

Accommodation only bookings (exclusive of flights):

Hotel rooms can be booked on an accommodation only basis or as part of an ATOL protected package including flights. ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: http://www.atol.org.uk/ATOLCertificate.

Special Requests

These may be made prior to travel and whilst The Turquoise Collection Ltd. will endeavour to meet them, this unfortunately cannot be guaranteed. In no circumstances will requests be accepted by The Turquoise Collection Ltd. form part of our contractual obligations and The Turquoise Collection Ltd. will have no liability if they are not met. We are happy to give advice and opinions about the suitability for those with limited mobility, elderly, families etc., but we would point out that some of the hotels featured may lack facilities such as ramps and are not necessarily childproof. If you have mobility issues, please contact us and we will do our best to advise you.

Liability

The Turquoise Collection Ltd  shall accept no liability to the Holidaymaker for any loss, damage or injury whatsoever caused to the Holidaymaker or to the Holidaymaker's personal property (or to persons in the Holidaymaker's party or their personal property) during their stay at the hotel. The Turquoise Collection Ltd. does not accept any responsibility or liability for acts of omission of third parties which may prevent or disrupt a customer's booking. The booking contract exists between The Turquoise Collection Ltd and the Holidaymaker and is limited to the provision of the hotel room for a short period of time and associated services only. The information and descriptions supplied here are believed to be accurate and offered in good faith. Certain features or facilities may not be available from time to time for which we accept no liability. Such situations may be dictated by local circumstances, necessity for maintenance or repair (eg: swimming pools), unsuitable weather conditions, fuel shortages, power cuts or other circumstances beyond our control for which the The Turquoise Collection Ltd accepts no liability. The Turquoise Collection Ltd shall not accept liability for loss of main services such as, but not limited to, electricity, WI-Fi or water supplies, nor any actions taken in the vicinity of the property by any authority over which there is no control. Refunds or compensation would not be payable and cancellation charges would still apply.

In addition, no liability can be accepted by the Turquoise Collection Ltd. for any injury, loss or damage to the Holidaymaker, any member of the Holidaymaker's Party or any visitor to the hotel, arising out of or in connection with the use of the hotel or facilities. The Holidaymaker must ensure that all children in their party are supervised at all times whilst in or around pool and balcony areas. You hereby waive all rights of recourse against The Turquoise Collection Ltd  and/or any of their subsidiaries as to any incidental or consequential damage or loss of whatsoever nature occurred during the performance of any service rendered by The Turquoise Collection Ltd or during your respective rental period either arising from or anyhow related to the use of the hotel and rental period which you may suffer and commit to hold harmless The Turquoise Collection Ltd against any claims, actions, law suits or proceedings carried out by any third party or its successor for any damage, loss, bodily injury or death claimed to occur by reason of or connected with The Turquoise Collection Ltd. and/or any of their subsidiaries.

No Liability can be accepted by The Turquoise Collection Ltd when the contract is affected by force majeure. In the context of these terms and conditions 'force majeure' is any event that we or any of our suppliers could not, even with due care, foresee or avoid. These events include, but are not limited to; War, threat of War, riot, civil commotion or strife, hostilities, industrial dispute, natural disasters, acts of god, terrorist activity and its consequences or the threat of such activity, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, adverse weather, sea and ice conditions, government action, technical problems with transportation or any other events beyond our control.

Internet Access and WiFi

Internet access and Wi-Fi is available when stated in the relevant accommodation description. Please note there may be restrictions with the availability and speed of the service transmitted by the local provider and technical issues may cause temporary withdrawal of internet facilities. The Turquoise Collection Ltd. are unable to accept responsibility for any down time or consequences of using this service and refund/compensation cannot be offered due to circumstances beyond our control.

Number of Nights

The number of nights stated in the price refers to the number of nights the accommodation has been reserved for you. Some flights may be night flight; when you arrive in resort your accommodation will only be available if you have reserved it for that night. Please bare this in mind when booking your flights.

Out of Season Kalkan Bookings

The 'Season' in Kalkan runs from 15th May to 1st October.

In Turkey, all work by private construction companies, in places designated as tourist areas, is prohibited between 15th May and 1st October. In previous years some builders have agreed to finish sooner, at the request of the local Belediye, but they have a right to continue until the official deadline. Until the 15th May, construction work, some of which may be noisy, is permitted between the hours of 8am and 8pm.

If the Holidaymaker wishes to make a booking outside of the 'Season', it is possible that construction projects may be going on in the area.  The Turquoise Collection Ltd. cannot be expected to know the timings and exact locations of every building project in Kalkan and so bookings outside the 'season' cannot be guaranteed to be unaffected by construction works.

The price you pay

The price of your chosen arrangements is calculated based on the accommodation, services and dates you select. Our villa and apartment accommodation pricing allows for any number of guests to stay at the property up to its maximum occupancy.

Tourist tax: in some countries hotel, villa or apartment accommodation may require payment of a fee or tax locally. Please enquire of us for further details.

We reserve the right to amend the price of unsold holiday arrangements at any time and correct errors in the prices of confirmed holidays.

The price of your confirmed arrangements is subject at all times to variations in:

(i)  Transportation costs, including the cost of fuel

(ii) Taxation, fees or charges levied by the government of the country you are visiting or residing, in relation to your holiday arrangements with us. 

(iii) The exchange rates used to calculate your arrangements

Accommodation Tax

The "Accommodation Tax" application related to Article 9 of the Law no. 7194 will come into force on 01.04.2020. With the aforementioned arrangement, overnight services provided by the accommodation facilities and other services
served to the in-house guests are subject to accommodation tax. From the sum of the said service fees to be given to our guests until 31.12.2020, a 1% accommodation tax will be applied as per the law.

This accommodation tax will be payable directly to the hotel

Cancellation policy

Cancellations must be made in writing by the named lead guest of the booking. Cancellations will become effective from the date of receipt of the cancellation - be it by email, fax or letter. All cancellations are subject to a charge payable by the customer as detailed below; charges for cancelled bookings will be confirmed to you by invoice within two weeks of cancellation. (Please remember these charges also apply if you have failed to make payment on time and we have taken this as your instruction to cancel your booking).

Cancellation Charges: Hotels in Kalkan and Kas

Cancellation Charges: Hotels in Cappadocia, Istanbul, Fethiye, Bodrum and Gocek

All charges above represent a percentage of the total accommodation booking value. No refunds can be given for stays that are ended earlier than planned.

Please note: Where payment has been made by credit/ debit card and a refund is due (less cancellation charges) the refund payable will be less the proportionate card processing fees charged to The Turquoise Collection to process the original transaction.

Cancellations Made By Us

If you make changes to your booking

If, after the booking confirmation has been issued, you wish to change your reservation in any way, for example your chosen departure date or accommodation, we will try to arrange for these changes to be actioned but it may not always be possible. Any request for changes to be made must be in writing from the Lead Guest and may attract an administration fee plus any further cost we incur in making this alteration. Some changes will be treated by us as a cancellation of your existing booking and a request to book a new holiday. Where this is the case we will inform you of this in response to your request to change your holiday including any cancellation fees payable according to our cancellation policy. Early departures will be charged to the full booked duration of the stay. Reimbursements will not be given.

Misbehaviour

The Turquoise Collection Ltd. reserve the right to terminate, without notice, the arrangements of any customer whose behaviour, in our opinion, is likely to cause annoyance, distress or danger to other customers or any third party. If you are prevented from travelling because you appear to any person in authority to be unfit to travel, or likely to cause discomfort or disturbance to other customers, our responsibility for your holiday arrangements will cease. Full charges will apply and The Turquoise Collection Ltd will be under no obligation to provide a refund, compensation, or any further assistance. Parents/guardians are responsible for the supervision/behaviour of young children and teenagers.

Indemnity

When you book accommodation through The Turquoise Collection Ltd you accept responsibility for any damage to property or accommodation caused by you or a member of your party. The Turquoise Collection Ltd. reserves the right to terminate (before or after departure) your holiday or that of any member of your party due to your or their misconduct, within our reasonable opinion. In these circumstances full cancellation charges apply and no refund will be given. Furthermore, The Turquoise Collection Ltd. and accommodation owner shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of your accommodation being terminated. You agree to indemnify The Turquoise Collection Ltd. against any claims (including legal costs) made against us or on behalf of the owner of any such property or accommodation. You are also liable to make reimbursement to The Turquoise Collection Ltd. for any damage caused, before you end your stay.

Our Website

Our site may contain links and pointers to other Internet sites, resources and sponsors of the site. We are not responsible in any way for such third party sites and resources will not be governed by these terms.

Website Accuracy

The information and prices shown on this website may have changed by the time you come to book your arrangements. Although The Turquoise Collection Ltd makes every effort to ensure the accuracy of the information and prices at the time of publishing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking. All information in this website has been compiled from up to date details and we have taken care to ensure that it is accurate. There may however be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances. If we are advised of this, then we will of course inform you as soon as possible, but we cannot be held liable in such circumstances. It is also important to remember that some facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times.

Furniture may sometimes vary from website photographs. If a particular facility offered in our villa is essential to the booking of your holiday, please ensure that we are made aware of this at the time of booking.

Website terms of use

Transfers and Car Hire

The Turquoise Collection Ltd act only as an agent in respect of all car hire and transfer bookings we take or make on your behalf and any transfer or car hire booking made by an agent or representative of Turquoise Collection Ltd on your behalf does not form part of your contract. For all bookings, your contract will be with the supplier of the arrangements concerned (either Volume Travel or Enes Tourism) and is subject to their local terms and conditions. A copy of the supplier's terms and conditions can be sent to you upon request. As The Turquoise Collection Ltd. act only as a booking agent we have no liability for any car rental or transfer arrangements and in particular any liability for illness, personal injury, death or loss of any kind. Any claims for damages, injury, illness or death arising from your car rental or transfer must be brought against the supplier and will be under the jurisdiction of the law of the country in which the transfer or car hire is provided.

Transfers

If you book transfers through The Turquoise Collection Ltd your contract will be with the transfer provider and no one else. The Turquoise Collection Ltd. acts only as a booking agent for the transfer provider. The transfer provider's terms and conditions will apply to your contract and are available upon request. As a booking agent, our responsibilities are limited to making your booking in accordance with your instructions. We cannot accept any liability for the transfers, for any information concerning the transfers and which we pass on to you in good faith, for the performance of your contract by the transfer provider or for the acts or omissions of the transfer provider or any of its employees, agents or suppliers or any other person or party in any way connected with the transfers. All relevant documentation will be sent to you via email, it is important to check carefully all the details of your booking once you receive it. The Turquoise Collection Ltd will not be responsible for any information you do not receive, as a result of your failure to provide a valid e-mail address.

Any claim for damages, injury, illness or death arising from your journey must be brought against the transfer provider and will be under the jurisdiction of the law of the country in which the transfer is provided. Please note the transfer provider will always aim to drop and/or collect you as close to your accommodation as possible. In some instances it may not always be possible for the vehicle to take you onto the premises due to circumstances outside of the transfer provider's control.

For airport Pick-ups, it is essential that we be given the correct flight number and arrival time, before departure. This can be done by either by email or by phone. If this information is not available at the time of booking, please ensure that you inform us at least 7 days prior to departure. No responsibility can be accepted or compensation allowed for a failed rental due to the late provision of this information.

Car Rental

Drivers must hold and produce at car rental collection a full national driving licence from their country of residence for at least one year. (In some cases an international driving permit may be required, please check the important information at the time of booking);

Drivers holding a photo card British driving licence must also present the paper endorsement sheet that was issued with the licence.

It is the driver's responsibility to ensure that he/she has the appropriate driving licence.

Our reservations agent must be informed of any endorsements on the drivers licence as we may not be able to make your booking.

No refunds will be given for rentals rejected due to non-production of a driving licence or non-disclosed endorsements.

Faxed or photocopied licences are not acceptable.

Rental and Transfer Vehicle Passengers

The rental cars are insured for a maximum number of passengers. The Turquoise Collection Ltd cannot accept responsibility if a vehicle is not large enough to fit all passengers and luggage on arrival if details were not supplied at the time of booking. In the interest of safety, this number cannot be exceeded and if exceeded the insurance will be invalidated.

The Turquoise Collection Ltd and the company providing your car rental will not in any circumstance be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. The customer will accept responsibility in respect of any such claims.

Cars and all offers are subject to availability. All information in these terms and conditions, including prices, is correct at the time of publication.

As The Turquoise Collection Ltd act only as a booking agent we have no liability for any of the car hire arrangements and in particular any liability for any illness, personal injury, death or loss of any kind. Any claim for damages, injury, illness or death arising from the period of your car hire must be brought against the car hire provider and will be under the jurisdiction of the law of the country in which the car hire service is provided.

Excursions and Activities

We may provide you with information (on our website, in our brochure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting but which you cannot book with us in the UK.

We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by The Turquoise Collection Ltd. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. Where we or any of our local representatives make or take any booking for or from you in respect of any activity or excursion, we do so solely as booking agent for the organiser or operator of the activity or excursion. This is the case regardless of whether the activity or excursion is advertised or mentioned in our brochure, on our website, in resort, or elsewhere. Your contract for any such activity or excursion will be with the organiser or operator of that activity or excursion, and subject to their terms and conditions, and to local law and jurisdiction.

The Turquoise Collection Ltd cannot accept any liability on any basis in relation to such activities or excursions. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resort/area you are visiting generally, or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control.  The Turquoise Collection Ltd have no liability for any such activity or excursion or for any act(s) or omission(s) of the organiser or operator or for any of its/their employees or agents or any other person(s) connected with the activity or excursion.

Please note: we only act as booking agent where our local representatives have been formally authorised by us to sell or book the activity or excursion in question. Our local representatives are instructed not to sell or book any activity, excursion or other service which they have not been formally authorised to sell or book. We do not act as booking agent and have no other connection with or responsibility or liability for any activity or excursion where this is not the case. Any advice or assistance on or with any activity or excursion provided by any local representative does not mean or imply that the activity or excursion is sold by the local representative or ourselves or that any such advice or assistance is given on our behalf.

Some facilities, activities and excursions could involve an element of risk. These activities, facilities and excursions are neither run nor controlled by The Turquoise Collection Ltd. If you wish to participate, purchase or make use of any optional activities, facilities or excursions, we regret that The Turquoise Collection Ltd cannot accept liability in relation to these. The contract for the provision of that activity, facility or excursion will be between you and that provider. Usually these locally paid for activities, facilities and excursions will be subject to local law and jurisdiction. The discretion to partake in any such activities, facilities, or excursions is entirely at your own risk. You are responsible for taking sensible precautions for your own safety and for the safety of any children or family members for whom you are responsible. Please liaise with the supplier of the facility, activity or excursion for the Terms and Conditions of your activity, facility or excursion which will govern your contract.

Data Protection

The Turquoise Collection understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law. Please read our Privacy Policy here.

We take full responsibility for ensuring proper security measures are in place to protect your personal information under the UK GDPR and The Data Protection Act 2018 (DPA). The booking information that you provide us will be passed on only to the persons necessary for the provision of your travel arrangements. The information may therefore, be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us, such as; details of any disabilities, dietary or religious requirements. In making the booking you consent to this information being passed on to the relevant persons. The Turquoise Collection Ltd may also contact you from time to time with details of any special offers we may have available. You can choose to opt out of this if you wish.

Reviews

The accommodation reviews posted on the guest testimonials section of our site are those of the guests who have stayed at the named accommodation and NOT of the opinion of The Turquoise Collection Ltd. Reviews posted on our website are not intended as advice and should not be relied upon as such. We reserve the right to reject or remove your review at any time at our sole discretion. We do not guarantee in any way that your review or any part of it will be displayed on our website. Reviews received from guests are considered non-confidential and The Turquoise Collection Ltd are under no obligation to treat such reviews as proprietary information. The Turquoise Collection Ltd shall have no duty to attribute authorship of reviews to you and shall not be obligated to enforce any form of attribution by third parties. If you have any concerns or queries about reviews which appear on our website please contact us. 

Complaints Procedure

If you have cause for complaint whilst on holiday or travelling to your destination, this must be brought to the attention of the Turquoise Collection resort staff immediately so that action can be taken at the time to rectify the problem. Contact details for our resort staff are sent with pre-departure information ahead of your travel date. Should our resort staff be unable to resolve the matter, details of the complaint must be notified to The Turquoise Collection UK office in writing within 14 days of the end of your holiday. Your complaint will be investigated, and we will respond by email within 31 days of receipt of your written complaint. Failure to report your complaint in writing within 14 days of your holiday end date will affect ours and the relevant supplier's ability to investigate your complaint, and will affect your rights under this contract.