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Turgutreis Tours Terms of Business


The general terms set out below are in addition to the terms and conditions provided by or on behalf of the Travel Providers. Where there is a conflict between the Agency Terms of Business and the terms and conditions provided by or on behalf of the Travel Providers, the terms and conditions provided by or on behalf of the Travel Providers will prevail.

In all other cases, we are acting as your agent in arranging your booking, by acceptance of these Agency Terms of Business you are giving us your authority to liaise with the Travel Provider direct on your behalf.

Agency Terms

  1. When you make a booking we will arrange for you to enter into contracts with the providers of the travel relating services, including Tour operators, airlines, Hotels, accommodation providers, transfer companies, car hire companies, attraction providers and others. (“Travel Provider”). Once a booking is completed and a contract is in place, it is the Travel Providers responsibility to provide you with what you have booked and it is your responsibility to pay for the services as per the terms of your booking.

  2. We will act as your Agent, for your bookings with most airlines and for all other bookings we act as the agent of the principal who is the Travel Provider.

  3. Your booking is subject to these Agency Terms of Business and the booking conditions of the relevant Travel Providers, and your rights in the event that something goes wrong with the travel related service you have booked. It is important that you read all these documents carefully prior to booking, as to complete a booking you will need to confirm that you agree to be bound by each of them.

  4. Turgutreis Tours operates a website and has a call centre. All bookings are subject to these Agency Terms of Business, regardless of whether they are booked through the website or call centre. By completing your booking with us, you are accepting our Agency Terms, general Terms and the Booking Conditions.

  5. Each product we offer is priced and sold individually. If you buy several products from us the total price will always equal the sum of the individual prices. Where you buy more than one product from us at the same time, for example a flight and a hotel, even though they may be linked to the same dates of travel, they do not constitute a package as defined in the Package Travel.

  6. Each flight leg booked is subject to both these Agency Terms of Business and the Booking Conditions of the relevant Travel Provider. Any Cancellation or amendment of a booking for one flight leg, made by either you or by the Travel Provider will have no impact on any other remaining bookings for other flight legs or for other products.

  7. At the time of booking you will be issued with an email confirmation of your order. Once your booking is confirmed and we have received payment we will issue you with an invoice on behalf of the Travel Providers. This is confirmation of your booking. Your booking is considered confirmed once you receive a booking confirmation.

  8. In addition to the Agency Terms, which are effective after your booking, there are particular terms which will apply to specific types of travel arrangements which will be booked through our website.

General terms of business

1. Lowest Price promise

Turgutreis Tours promises you the lowest prices available on bookings made through our website. If you make a booking through us and then find that the product is available, at a lower price on a comparable travel website, we will refund the difference to you.

The claim must be based on a like for like comparison, the competitor’s price must be the same product such as a flight or accommodation, with the same dates, board class, the same currency which is shown on your Turgutreis Tours booking with a precise match. Price comparision guarantees only apply to each individual booking.

The price to be compared must be available immediately for purchase by an online Customer and immediately. Furthermore the lower price must not be a special offer price, discounted due to flyer mileage credits, a promotional price or part of a package. Price comparisions can only be made for fully paid bookings paid through the Turgutreis Tours website, we cannot compare prices against direct payments where you pay directly to the Travel Provider.

The following bookings are excluded from this price promise

Bookings which are made via our call centre.

Bookings made within 96 hours of departure.

Direct payment bookings, where you pay the hotel and not Turgutreis Tours for your booking.

Bookings made during fair and exhibition periods.

Refunds must be claimed within 24 hours of the time of booking.

Only one refund claim can be made per person per month

How to make a claim.

The refund claim must be submitted by emailing evidence of the lower price to our Customer services department, under the subject “price promise” within 24 hours of making a booking.

We reserve the right to refuse any claim where we are unable to verify the claim to our satisfaction, in accordance with the above points.

2. Booking Process

You are responsible for entering the correct details for your bookings made online. For bookings made through our call centre all booking details will be read back to you, and after you have confirmed these details we will proceed to confirm the booking with the Travel Provider.

On receipt of any documents please check that all names, dates and timings are correct and advise our Customer Services team within 24 hours of any errors. Your booking information which you have provided to us will be passed on only to the relevant Travel Providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. Please note that Turgutreis Tours will not accept any responsibility for incorrect information if we are not informed within this the 24 hour timeframe. Any changes to these details will incur the amendment fees stated below in addition to any charges applied by the Travel Provider. Please ensure that the names given are the same as in the relevant passport.

Turgutreis Tours will not be responsible for any information you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder. We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to check.

Your information may 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, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.

Full details of our data protection policy are available upon request.

3. Payment

Payment at the time you are making your booking, does not mean that your booking is confirmed, your booking is only confirmed after we send you our confirmation of the booking. Your initial payment to us is your authority to us to confirm your booking with the travel provider. If unexpectedly between your payment and us confirming your booking with the travel provider, the travel product has become unavailable and we cannot obtain an alternative acceptable to you, you will receive a full refund of the money you have paid for that service.

This refund will only apply to the product which is unavailable and any other bookings will not be affected, therefore, you will be committed to any other products which were booked for travel at the same time.

Card Verification is a charge made on select flight bookings to validate the payment card provided before the card is then used to complete your booking with the Travel Provider

4. Insurance

It is a condition of booking for many Travel Providers that you take out sufficient travel insurance to cover the travel arrangements you have made. We strongly recommend that you take out such insurance. However it is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

5. Delivery of documents

All relevant documentation (including invoices / tickets / insurance policies) will normally be sent to you via email. In the rare cases where documents cannot be sent electronically they will instead be sent by first class post. Once documents leave our offices we are not responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued you will be responsible for all related costs. Other delivery options are available but are subject to the payment of an additional charge.

Alpharooms will not be responsible for any information you do not receive, as a result of your failure to provide a valid e-mail address. We will also not be responsible if our email is delivered to your spam folder. We undertake reasonable measures to ensure this doesn't happen but it is your responsibility to check.

6. Transfers

General Conditions

Drop off and Collection

Please note that 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. Please note that shuttles are not able to make drops at private addresses (including villas) nor property management companies, or at hotels where the approach roads are inaccessible to coaches. Where the shuttle coach cannot stop directly outside the hotel due to accessibility issues, the drop-off will occur as near as possible to the hotel.

Please be aware that there may be a wait of 1 hour for your shuttle from the time you locate the suppliers Airport desk or representative (lost luggage and duty free shopping may cause customers to wait for the full maximum waiting time.) and half an hour on departure.

Confirmation of return pick-up times

Shuttle transfers have multiple pick-ups, therefore the departure collection time may change from that shown on the customers voucher so it is vitally important and compulsory that the customer reconfirms their pick –up times 24 hours prior to departure. Turgutreis Tours will not accept responsibility for missed shuttle transfers and/or subsequent missed flights due to non reconfirmation of pick up times.

Transfers Standards

The transfers featured on our website operate to at least the minimum standards required by local legislation. These local standards vary from country to country and may not be the same as in your home country.

Luggage Allowance

Standard Luggage Allowance

The allowance per person, for all vehicle types, is one standard size suitcase (approximately 70cm high, 47cm wide and 21cm deep),and one small piece of hand luggage.

On a Private Transfer, if you are bringing pushchairs or fold-down wheelchairs, please book a vehicle large enough to ensure you and your belongings can all travel in comfort and safety, for example if four people are travelling with luggage and a pushchair, please book a vehicle for five or more people. Private taxi transfers may be provided with either a taxi, people carrier , or minibus type vehicle.

Excess Luggage

On a Shuttle Service sports equipment, such as ski or golf bags, surf boards or bicycles, is classed as excess luggage and is normally chargeable. We reserve the right to not-accept any excess luggage which has not be notified and confirmed on the time of the booking. Please check with us before booking.

On a Private Transfer, if you bring large suitcases or other excess luggage (including pushchairs and/or wheelchairs) that cannot fit inside the vehicle, you may be asked to pay for a second vehicle.

Alterations by your Travel Provider

In some instances the transfer provider may alter or cancel your booking, in such circumstances we will inform you immediately.

Please note neither the transfer provider or Turgutreis Tours are responsible for any additional costs incurred as a result of this, nor will they be obliged to pay compensation.

Late Arrivals

Turgutreis Tours and the transfer provider will always endeavour to make sure that your transfer service is provided, even when flights are delayed, or affected by circumstances outside of your control.

However, please be aware that it is your responsibility to make Turgutreis Tours or the transfer provider aware of any delays; it is not always possible to predict and/ or obtain information with regard to such instances. As a result neither Turgutreis Tours nor the transfer provider accepts responsibility for missed transfer services due to delayed, postponed, or other problems affecting flights.

In the event a return flight is missed owing to a delay with the transfer service which is out of the transfer provider's control, they will not be responsible for any additional costs incurred nor will compensation be due.

Your responsibilities

Neither Turgutreis Tours nor the Travel Provider accept responsibility for transfer services not received as a result of incorrect information provided by you at the time of booking.

The transfer provider reserves the right to terminate without notice the arrangements of any customer whose behaviour, in their 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 passengers, the Travel Provider’s responsibility for your transfer will cease. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the transfer provider shall be under no obligation to pay compensation or meet any costs or expenses you may incur as a result of the service being terminated.

When you book a transfer service through Turgutreis Tours you accept responsibility for any damage to the transfer vehicle caused by you or a member of your party and you are liable to reimburse the transfer provider before you return home. You also agree to indemnify us against any claims (including legal costs) made against us or on behalf of the transfer provider.

7. Accommodation bookings

Payment for your accommodation bookings will be a discounted non-refundable - rates only offered as 100% payable on booking / non-refundable.

Booking voucher confirmation

Your booking confirmation will be sent to you immediately by automated email, after full payment has been received from Turgutreis Tours. Pease check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later. Your voucher will provide the address of your accommodation and a local office contact number. This should be handed in upon your arrival. Please take care of your voucher as failure to present it may result in your room being cancelled, or having to pay for your room again, or paying a higher price. No refunds for unused accommodation vouchers can be made, as they will be treated as cancellations.

Child Discounts

Different hotels specify different maximum ages for passengers to be classed as children, though the most common maximum child age is 12. Any discounts are usually based on children sharing with two full paying adults. If you are travelling with children, you will be asked to enter the ages of the children travelling with you. The age(s) you enter must be the ages at the time of travel, up to and including the day of departure. In both hotels and apartments, any room or board supplements are usually payable at the adult rate.

Number of Nights

Most accommodation is available on a nightly basis, although some accommodations require a minimum stay of 3 or even 7 nights. The number of nights stated in the price online refers to the number of nights the accommodation has been reserved for you. Some flights may be night flights; when you arrive in resort your accommodation will only be available if you have reserved it for that night.

What is included in the price?

Hotel and apartment prices shown our websites are shown, based upon the information you supply, inclusive of all taxes, service charges and the meal arrangements specified below.

Not included are local resort charges, or charges for cots, which are occasionally levied direct by the hotel, details of which can be obtained before you depart on request.

  • RO - Room only - no meals

  • SC - Self-Catering - no meals, but cooking facilities are provided

  • BB - Bed & Breakfast - continental breakfast

  • HB - Half Board - continental breakfast and dinner

  • FB - Full Board - continental breakfast, lunch and dinner

  • AI - All Inclusive - continental breakfast, lunch, dinner and local branded beverages and soft drinks*

* Hotels may have varying levels of "All Inclusive" – please refer to the description listed under your chosen accommodation.

Gala Meals

Gala meals are provided at many hotels at Christmas and New Year and payment for them is usually compulsory. When you make your reservation with us, the cost of any compulsory gala meals is NOT included in the price unless this is specifically confirmed when you book.

Star ratings

The hotel ratings featured in our website are the Travel Provider's own ratings and are based on official tourist board ratings. The rating standards applied may vary from country to country and between Travel Providers.

The star ratings range from 1 star, where you can expect simple accommodation with limited facilities, to 5 star accommodation which is likely to have a full range of facilities of the highest standards. If we are provided an official rating we will endeavour to include that within the accommodation description.

Self catering inventory deposits

In some self-catering properties you will be required to leave an inventory deposit when you arrive, which will be returned to you at the end of your stay, less the cost of any losses or damage incurred.

Overseas accommodation

Overseas accommodation is usually subject to a tourist tax which will be payable locally. These will vary by property but the following is a guide:

  • Check in: 3pm

  • Check out: 11am

Late check outs may be possible but must be agreed directly with the accommodation provider. An additional charge will normally apply.

8. Pricing

The price advised to you at the time of booking is the final price, once the booking is confirmed, and will not be affected by price increases imposed by our Travel Providers or caused by currency fluctuations

Some accommodation providers charge different rates for different nationalities staying at their hotel, particularly if you are a citizen of the country in which you wish to stay. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. Problems typically occur where passport holders travel to the country where their passport was issued. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult.

9. Your responsibilities

When you book accommodation through Turgutreis Tours, you accept responsibility for any damage to property or accommodation caused by you or a member of your party. The accommodation provider 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 their reasonable opinion. In these circumstances full cancellation charges will apply and no refund will be given. Furthermore, the 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 us against any claims (including legal costs) made against us or on behalf of the owner of any such property or accommodation. Finally you are also liable to make a reimbursement to the accommodation provider for any damage caused, before the end of your stay.

10. Attraction tickets

Turgutreis Tours has no influence over any of the Attractions shown on our website and completely relies on the material which is supplied to us by the providers of the Attractions. We do not make any enquiries with the providers of the Attractions about the quality or safety of the Attraction, and for this reason it is up to you to make your own enquiries about the quality and / or safety of the Attractions. We do not accept, or have any legal liability of any kind to you for anything which might go wrong with any Attraction which you have booked through us.

In the event of any incident or other event prompting a claim relating to an attraction that claim should be directed directly to the provider of the Attraction and not Turgutreis Tours whose contractual liabilities are in all cases limited to those of a booking agent responsible only for accurately relaying the booking requests as submitted by you.

11.Alterations by your Travel Provider


We do not accept responsibility for any expenses or costs incurred by you as a result of the change and we do not accept responsibility for changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control. These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available.

All bookings made, even if arranged at the same time, are separate and independent bookings. Where your Travel Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not affected. For example, if your accommodation booking is changed or cancelled by your Travel Provider, the Booking Conditions of your flight booking (including cancellation charges) will still apply, and vice versa.


It may be necessary to reconfirm your flight with the airline. Please check this in the correspondence received from your Travel Provider, including the Travel Provider’s Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund

All flight bookings are non refundable. The cancellation charge is therefore 100% of the total booking cost.

lease note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined.

All amendment requests must be made directly to Turgutreis Tours in writing via email.


Sometimes your accommodation provider may need to make a change. If you have already booked we will let you know as soon as we can, if there is time before your departure.

In the unlikely event that your accommodation provider has to make a major change or alteration to your booking, they will offer you the option of accepting the change or cancelling the booking and receiving a full refund of all monies paid to us in connection with the accommodation booking.

A major change would include a change of hotel due to hotel closure or overbooking; a pricing error. This list is not exhaustive and there may be other examples of a major change.

Cancellations notified directly to Travel Providers will not be effective.

12. Cancellation, amendment and other service charges

Cancellation charges

In the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied and in accepting these General Terms you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through Turgutreis Tours) at that time.

All cancellation requests must be made directly to Turgutreis Tours in writing to our Customer services department. Cancellations notified directly to Travel Providers will not be effective.

For other products the Travel Provider may charge the cancellation charge shown in their Booking Conditions

12.1. Accommodation bookings

Bookings cancelled more than 7 days before departure - %40 cancellation charge

 Bookings cancelled 3 days or less before departure – 100% of the booking value

12.2. Flight Bookings

All flight bookings are non refundable. The cancellation charge is therefore 100% of the total booking cost.

12.3. Transfer Booking

B ookings cancelled more than 7 days before departure- Free of charge

Bookings cancelled 3 days before departure -%50 of the booking value

Bookings cancelled 48 hour or less time before departure day- 100% of the booking value.

12.4. Amendments

We do not levy any charge to make an amendment to your booking. An amendment request will only normally be accepted by the Travel Provider up to and including 7 days prior to travel.

Occasionally Travel Providers may apply a charge, in the event that they do we will notify you of the charge which will need to be settled prior to processing an amendment request.

13. Credit card charges

Bookings and balance payments made by credit or debit card may be subject to a processing fee, where applicable, as detailed in the table below :

14. Complaints

If you experience problems with your travel arrangements you must advise the local representative of your Travel Provider immediately in order to give them the opportunity to resolve the problem. If you don’t do this it may weaken any claim you may have against the Travel Provider. Emergency Numbers covering your travel arrangements can be found on the relevant voucher.

If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.

The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at Turgutreis Tours.

15. Passports, Visas and Health

It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. We can only provide general information about the passport and visa requirements for your trip. You should confirm the specific passport and visa requirements and other immigration requirements for you and your party with the relevant Embassies and/or Consulates.

Neither we, nor the Travel provider accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to indemnify us in relation to any costs which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. 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

16.Limitation of liability

We are acting only as a booking Agent, your booking is directly with the Travel Provider. Turgutreis Tours accepts no liability or responsibility for any complaint, loss, damage, expense or other claim in respect of any aspect of your bookings or travel arrangements, unless caused by our negligence.

Any claim for damages for injury, illness or death arising from your travel and accommodation arrangements, must be brought against the Travel Provider and will be under the jurisdiction of the law of the country set out in the Travel Providers booking conditions.

Moreover, We shall not be liable for any loss, damage or expense incurred or suffered by you which results from strike, civil commotion, fire, flood, war, threat of war, terrorist activity, national or nuclear disaster, late delivery, adverse weather conditions any act of God and / or any other event which is outside of our reasonable control.

In no circumstances shall we be liable for any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).

In all cases the absolute aggregate maximum liability of Turgutreis Tours under or in connection with these terms of business (howsoever arising) shall be limited to the total price paid by the customer for the specific bookings related to any given complaint.

In no circumstances shall we be liable for any financial or other loss arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).

17.Credit Card Fraud Protection

Your payment will be handled by our payment provider. If we suspect a fraud, we reserve the right to cancel a transaction for security purposes. To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 2013 of Turkey.

18. Website accuracy

We take reasonable care to ensure that the information about each products, including prices, displayed on our websites are accurate. However, given the high volume of flights, hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. However, subsequent changes, which are beyond our control, may occur. Please note all duration times given are approximate. Facilities and amenities may be temporarily unavailable for operational reasons. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider’s IT system.

We accept no liability for any inaccuracy in the information pertaining to the above activities contained on our websites, such information may be altered at any time without prior notice and we also reserve the right to alter, amend or cancel any of the arrangements for the activities detailed above as shown on our websites.

19. Customer Reviews

Turgutreis Tours appreciates customers shearing their experiences. Please be aware that reviews which involve the following will not be published; offensive language or offend in any way, personally name individuals, promote other businesses, are not a review of the accommodation but instead describe other elements of the booking process or Holiday.

When submitting reviews you agree to, submit an honest opinion of your travel Experience, not to include any advertising or spam, not to include any misleading or incorrect information

Furthermore, In submitting a review you grant Turgutreis Tours a perpetual, irrevocable and royalty-free license to reproduce the content (or an excerpt thereof) in future communications.

Turgutreis Tours nevertheless reserves the right for any reason in its sole discretion to remove without notice any user message/reviews

20. Jurisdiction

Your contract with Turgutreis Tours will be governed by Turkish law and any related disputes will be dealt with in the courts of Bodrum.

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