Please read carefully the below Passenger Information and the Terms & Conditions.
GENERAL USEFUL INFORMATION
Hotel services in the US customarily do not include breakfast. If you do not wish to have breakfast at the hotel restaurant (where available) you may frequently find coffee shops and restaurants close by which serve good and inexpensive breakfasts. Some hotels do offer a continental breakfast. Usually, this continental breakfast is basic and contains coffee and pastries. Variations between the different hotels may result in the following also being available: cereal, cheese, fruit etc...
2. ROOM OCCUPANCY
In the pricing section of each tour, you will find the rates per person in a double room with private bath or shower.
SINGLE OCCUPANCY: if you are travelling alone you can only book a single room. The price for staying in a single room is more expensive, because you will have the room for yourself and will not share it with anybody.
DOUBLE OCCUPANCY: we try to ensure that special requests are met, but we cannot guarantee twin beds. Please keep in mind that in U.S. hotels, rooms that have been booked for two people may contain one or two beds, of varying sizes. Normally, hotel rooms contain one Queen / King Size bed, or two Double beds.
TRIPLE/QUADRUPLE OCCUPANCY: rooms that have been booked for three or four people may contain two Double beds, suitable for 3 or 4 occupants. 3 or 4 separated beds are not available. Room occupancy is limited to 4 guests or fewer.
CHILDREN: child occupants share existing beds with 2 adults. Rollaway beds are available for a minimum charge paid directly to the hotel. Please note, this is usually not possible in national parks and in some older hotels. Unless otherwise stated, the child rate listed is for a child 11 years and under sharing a room with adults, and sharing existing beds.
3. MOTORCOACH TOURS
Motorcoach Rates Include Services of an Escort throughout (does not apply to cruise or Hawaii Extension portions of a tour), services and hotel accommodations as specified or similar, all with private bath and/or shower, admissions as specified, deluxe air-conditioned motorcoach, all state and local taxes, porterage of one bag per person on U.S. mainland and in Canada, and information kit.
Motorcoach Rates Do not Include Airfare, unless specified in the tour itinerary, meals other than those specified (if any), laundry, telephone, optional excursions and other items of a personal nature. There is no refund for unused services or hotel nigh nights offered within a motorcoach tour itinerary.
4. MINIMUM AGE REQUIREMENTS
Unless otherwise stated, hotels require that one guest per room be a minimum of 21 years old.
We do not accept bookings for motorcoach tours for children less than seven (7) years of age. For safety and security reasons, children must be accompanied by and share their room with an adult at least 21 years of age.
5. ITINERARIES AND HOTELS
Local tour providers reserve the right to make changes with or without notice prior to or during the operation of the programs due to operational, climatic conditions, or for any reasons beyond the control of local providers. Itinerary descriptions are guaranteed with the exception of unforeseen conditions which include, but are not limited to, road closures due to weather, acts of God, safety concerns, changes to highway legal restrictions, and acts by third parties beyond the control of local providers. For small groups, local providers reserve the right to operate the Florida motorcoach tours using a minibus or van (without toilet) and a multilingual driver/guide. Many Motorcoach tours in California during the summer months are routed via the Tioga Pass (weather permitting). Normally the pass opens to traffic in late May, however, this is totally dependent upon the natural snow melt which has sometimes occurred as late as early July. When the Tioga Pass is closed, tours will overnight in Fresno or Visalia. When the Tioga Pass is open, accommodation will be at Mammoth Lakes. Please note that due to logistics and operational needs, Local providers require at least 30 days from the opening of the Pass each season to amend tour routings from Fresno or Visalia to Mammoth Lakes.
Travel through Death Valley is dependent upon climatic conditions. Should the maximum safe operational temperature for motorcoaches in Death Valley be exceeded, an alternate routing along the Eastern slopes of the Sierra Nevada may be chosen. Travel along portions of the Pacific Coast Highway (Route 1) is dependent upon climatic conditions and state mandated maximum vehicle size regulations. Should local providers deem the conditions to be unsafe for travel by motorcoach through the Big Sur peninsular or current regulations change our tours may use alternative inland routes.
6. MINIMUM PARTICIPATION
Minimum Participation on all Motorcoach Tours is 15 passengers. If fewer passengers materialize, we reserve the right to cancel the departure, or operate the departure by van.
Each passenger travelling on escorted Motorcoach tours is allowed one piece of checked baggage per person due to space limitations. Additional luggage will be charged at $7 per person per day.
We recommend that passengers inform us ahead of time if they decide on bringing extra checked baggage. This way our tour escort is aware of this and we have an idea of how many bags will need to be transported additionally. Please note that there will be sufficient space for some extra luggage on the coach however if every passenger would bring an extra bag, this would certainly cause space problems, especially if the tour is fully booked.
Due to the nature of this holiday, bags are handled many times, so a durable and clearly labelled bag is required. A special luggage tag will be issued and should remain on your bag at all times to help ensure the bag is delivered to, and retrieved from, the hotel room at each destination. We cannot assume liability for damaged or lost luggage. Passengers must, therefore, ensure that they have luggage that is reasonably sturdy. In addition, passengers should carry adequate travel insurance which also covers lost or damaged luggage.
8. DRIVE AMERICA & DRIVE CANADA TOURS
Drive America and Drive Canada Tour Rates Include Detailed tour briefing (only if the tour begins in Los Angeles or San Francisco), welcome kit with maps, brochures and detailed day-by-day itinerary, hotel accommodations as specified.
Not included are admissions, porterage, tolls, ferries, parking fees and snow-chains. Car rental is optional and includes CDW (Collision Damage Waiver coverage). Car rental rates do not include gasoline, tolls and ferries, additional insurances, taxes, infant seat charges or surcharges for additional drivers and for drivers aged 21-24 where applicable. All drivers must be in possession of a valid driver’s license. An International Driving Permit alone is not acceptable. Car Rental Terms and Conditions are subject to change. There is no refund for unused services, hotel nights, or car rental offered within a Drive America or Drive Canada tour itinerary.
9. CITY PACKAGES & BEACH EXTENSIONS
City Package and Beach Extension Rates Include Roundtrip transfers (where indicated,) services of the local Office (where indicated) and hotel accommodations as specified or similar, all with private bath and/or shower. Admissions as specified. Welcome kit. All state and local taxes.
City Package and Beach Extensions Rates do not Include Airfare, unless specified in the tour itinerary; meals other than those specified; laundry; telephone and other items of a personal nature. There is no refund for unused services offered within a packaged itinerary.
10. ALTITUDE & CLIMATE
The diverse nature of the terrain in the United States creates magnificent scenery and at the same time provides days when passengers will travel through varying altitudes, from below sea level to more than 10,000 feet (3,058 meters) above sea level. It is the responsibility of passengers to seek advice from their doctor regarding the effects of altitude and advise us prior to departure of any such limitations. Passengers who, for medical reasons, have limitations on altitude will be responsible for any costs incurred if they are required to alter their personal itinerary. Passengers should also be informed that these varied terrains also provide a diversity of climates that can change quite quickly as they travel from desert to mountain areas often within the same day.
11. EMERGENCY ASSISTANCE 24 HOUR
Our clients will never be more than a phone call away from assistance by our Local providers. There is also 24-hour customer service line toll free. This enables passengers to reach multilingual staff at any time in case of emergencies, questions or concerns.
MOTOR COACH TOUR PASSENGER INFORMATION
Due to space limitations, passengers travelling on Motorcoach Tours are allowed one piece of checked luggage each. This is purely a practical consideration, as there is simply not enough room on the coach for many additional bags. Subject to availability, however, an additional piece of luggage may be accommodated, for a fee of $7 per day per piece. Check with your Tour Director prior to the start of the tour, and if your extra luggage can in fact be accommodated, kindly pay the fee to the Tour Director. Be sure to save the receipt that you receive.
During the course of your holiday, as you might expect, your luggage will be handled many times, so it is important to ensure that bags are durable. Please be advised that we cannot assume liability for damaged luggage.
At the start of the tour, your Tour Director will give each passenger a special luggage tag, which will be filled out with your name in clearly printed letters. It is imperative that these tags remain affixed to your bags at all times. This will help ensure that your luggage is correctly delivered to and retrieved from your room at each destination along the tour. It will also assist luggage handlers in putting your bags on the appropriate coach each morning, as there will frequently be several coach tours staying in the same hotel.
Porterage for one piece of luggage per person is included in the price of the tour. This service commences from the first morning the coach departs to the time you disembark the coach for the final time. Please be aware that many tours have pre- or post-nights added, for which porterage is not included. Instead, these personal porterage fees should be paid locally by the passenger to the hotel porter on an individual basis. Standard practice is to simply hand $2 or $3 per bag directly to the porter each time you check in or out of a hotel.
Two types of insurance are strongly recommended for all passengers traveling to the U. S. - medical insurance and baggage insurance. First, medical insurance should be secured at home, prior to departure, in order to cover possible illness and emergency expenses while on holiday. This medical insurance should include the cost of transportation and repatriation, that is, the cost of an emergency return trip home.
Second, all passengers should travel with lost luggage insurance, to protect against the loss of valuables and personal effects whilst on holiday. On a related note, please be advised that all lost or forgotten items are the sole responsibility of the passenger. We cannot guarantee the return of lost or forgotten items, and passengers bear the singular burden for the cost of their return.
3. SUFFICIENT U. S. FUNDS UPON ARRIVAL
Credit cards: While travelling in the United States, you will find that credit cards are widely accepted and easy to use. We recommend that all passengers travel with at least one major credit card rather than American currency traveler's cheques.
Debit cards: The use of debit cards (ATM cards) is equally common in the United States. For example, Maestro, the debit card version of MasterCard, provides PIN based access to funds. You will be able to use your Maestro bank card in conjunction with your PIN at most international ATMs (linked to Cirrus) to obtain funds from your bank account at home. A large number of super markets and stores are accepting debit cards at the counter as well. Inquire with your bank before departure which transaction fees will be charged for the use of your bank card in the U.S. Typically, fees are mostly moderate and this form of payment provides convenient access to funds.
Traveler’s cheques: While traveler’s cheques are still a common form of payment, they are more and more replaced by electronic means. If you choose to bring traveler's cheques along as your main form of payment, be advised that you may not be able to cash them everywhere en route. Please note that to cash U.S. dollar traveler's cheques, you will also need a photo identification, such as a passport. Particularly at the beginning of the tour, it may be difficult to exchange currency. Please be aware that hotel cashiers generally have a limited amount of cash at their disposal, and it may be difficult for them to cash your traveler's cheques upon your arrival at the commencement of the tour, even if they are in American currency. Therefore, it is advised that all passengers, if possible, exchange currency prior to departure and travel with sufficient American currency (U. S. dollars) to cover the first night's exigencies. This will eliminate the need to cash traveler's cheques at the hotel desk upon arrival, and will make the beginning of your holiday much more convenient.
4. INCIDENTALS - HOTEL POLICY
As is the case in hotels around the world, all guests intending to make in-room telephone calls, watch inroom movies, order room service, use the personal mini-bar, and so on, must establish credit directly with the hotel upon arrival. These "incidental" charges, as they are known, are the sole responsibility of each individual passenger, and must be paid directly to the hotel upon check-out. To establish credit, simply give Hotel Reception a credit card or a cash deposit (American dollars only) when checking in, to cover any and all incidentals you might incur whilst at the hotel. When checking out, be sure to request a print-out of your incidental charges so that you may verify all fees.
5. MEDICAL CONDITIONS
Passengers with medical conditions which impair their travels and may require assistance must make these conditions known at the time of booking. Tour Directors are not permitted to personally intervene or assist in medical emergencies.
All passengers are responsible for their own transfer from the airport to the hotel upon arrival in the U. S. After landing and collecting your luggage, simply go to the transfer desk at the airport and make arrangements there. Be sure you know the name of your first-night hotel. If you have neither a meet and greet nor a transfer previously booked with us, you will frequently have a choice between hotel shuttle bus (often complimentary) or taxicab.
Similarly, at the end of the tour, passengers are once again responsible for their own transfer to the airport from the hotel. Oftentimes, the Tour Director will assist with these arrangements, and the local Representative will also gladly arrange transfers to the airport for passengers who telephone ahead of time.
In addition, we cannot guarantee city center hotels at any given destination. Therefore, in cases where passengers do not stay at a city center hotel, those passengers who elect to make optional transfers to and from a city center are responsible for their own transportation and any costs incurred therein.
B) General Information on Tour
1. TOUR DIRECTOR
Your Escort is not only your Tour Director, but also serves as an important resource for you, should you encounter any problems related to the tour during your holiday. With this in mind, all Tour Directors make it a policy to remain in the hotel lobby for 30 minutes following arrival and check-in at each hotel, to address any complaints or assist with any concerns. Please take advantage of this valuable resource! Many problems can be solved and inconveniences averted simply by alerting your Tour Director to potential problems during this post-arrival 30 minute time period.
Should questions or concerns arise after this time period, you have two options. First, when you next see your Tour Director, you can inform them of your particular situation. We must stress, however, that personal information, such as the room number of the Tour Director, is never released, as a matter of security.
Rather, you should ring the Front Desk and ask to be connected with your Tour Director's room. If it is impossible to address your concern with the Tour Director - if, for example, it is late at night – we encourage you to telephone 24 hour assistance number, at which time every attempt, where possible, will be made to assist you.
2. HOTEL CHECK-IN
To expedite the check-in process, hotels will generally have all of the room keys available for your Tour Director to collect upon arrival at the hotel. Room keys will then be distributed by the Tour Director, either on-board the coach, or in the hotel lobby. Checked luggage will automatically be taken to each room - hence the necessity for clearly marked luggage tags!
To reiterate, should you anticipate billing any incidental charges to your room - such as telephone calls, room service, mini-bar drinks and snacks, or in-room videos - you will be required to leave an imprint of your personal credit card or a cash deposit with the Front Desk before checking in to your room.
3. ROOM ASSIGNMENTS
At each and every destination, room assignments are randomly made, and are at the sole discretion of the individual hotel. Whenever possible, Local providers will try to ensure that special requests (such as adjoining rooms, non-smoking rooms, and rooms on lower floors) are met. However, please be advised that they cannot guarantee special requests regarding room assignments, as these assignments are at the ultimate and arbitrary consideration of the hotel. Please note that there is no preferential treatment given with regard to room assignments, irrespective of arrival time. Moreover, rooming lists are sent to each hotel with the passenger names listed in random, non-alphabetical order, expressly to avoid a possible, or presumed, preferential treatment regarding room assignments. It is important to keep in mind that in U. S. hotels, rooms that have been booked for two people may contain one or two beds, of varying sizes. Normally, hotel rooms contain one Queen / King size bed, or two Double beds. A room with two Double beds is considered suitable for three or four occupants. Unlike other areas of the world, it is extremely rare to find a "triple" room, or a room containing three beds. Oftentimes, hotels are able to provide an additional "roll-away" bed (for a nominal nightly fee, to be paid on an individual basis from the passenger directly to the hotel). Please be aware that such extra beds are not available in the National Parks, in some older hotels, and in areas where Fire Regulations place strict restrictions on the number of guests and/or beds in a room. While requests can certainly be made ahead of time, and while every effort will be made to secure a room that meets your specific bed needs, local providers cannot guarantee bed arrangements at any given hotel, as these arrangements lie wholly within the discretion of each hotel.
4. MORNING SCHEDULE: 6-7-8
Motorcoach tour passengers will quickly become familiar with the daily routine of 6-7-8. The schedule is as follows: at 6:00 a.m., passengers will receive an in-room wake-up call; at 7:00 a.m., passengers must have all checked luggage - NOT hand luggage - ready for pick up (either inside or outside your room, as advised by your Tour Director); at 8:00 a.m., passengers must be ready to depart. The 6:00 a.m. wake-up call will be automatically arranged for each passenger, unless specific prior arrangements are made with your Tour Director. Hotel porters will be given passenger room numbers in order to collect your luggage and load it onto the coach. As everyone will be on the same morning schedule of 6-7-8, it is worth remembering that the hotel restaurant(s) will be particularly busy serving breakfast between 7:00 and 8:00 a.m. In other words, if you leave breakfast until 7:45 a.m., there may be a problem being served in time to make the 8:00 departure.
5. MOTORCOACH SEATING AND FACILITIES
To encourage passengers to meet each other over the course of the holiday, and to ensure equal and fair seating for all, Motorcoach tour seats are rotated on a daily basis. It is not possible to pre-book specific seats on the motorcoach. All coaches have air-conditioning, which the driver will endeavor to set at a temperature that is comfortable for everyone on board. Because it is often the case that some people tend to feel cooler than others, it may be wise to have a light sweater or jacket handy to ensure your personal comfort.
There is a no-smoking policy in effect on all coaches, but frequent stops are made throughout the day. Please note, however, that many restaurants visited en route may also be non-smoking establishments.
All coaches are equipped with a lavatory. As facilities for properly serving the lavatory are extremely limited outside major metropolitan areas, the on-board lavatory is principally intended for emergency use. Of course, frequent stops are made throughout the day for your comfort. We apologize for any inconvenience in advance, and thank you for your understanding. While many coaches are equipped with convenience items such as footrests, luggage nets, movable seats, closed circuit DVD/VCRs, individually adjustable air conditioning, etc., it is not guaranteed that some or all of these items are on board.
It is worth noting that in America, the term "coach" is not commonly used. Rather, all larger passenger vehicles are collectively referred to as "buses." This terminology in no way reflects the standard of the vehicle. Indeed, even the most luxurious coach would be termed a "bus" in the U. S. We do not own any of the coaches used during their tours. However, the companies that are contracted to provide the coaches and drivers must satisfy a stringent set of criteria before being accepted, and must regularly meet both Federal and State safety regulations. Seatbelts are not required in the U.S. on coaches. Coaches in the U.S. are equipped with one entrance/exit door only.
While you have most likely seen a preliminary itinerary in your brochure featuring this tour, your Tour Director will distribute a booklet containing details regarding the itinerary and points of interest on the first day of the tour. On occasion, the tour may differ slightly from that printed in the brochure, but we will of course make every attempt, where possible, to notify passengers in advance of any significant itinerary changes. On certain tours, drivers and escorts as well as the equipment may change during the tour. Due to the varying mileage covered in each day's itinerary, the amount of travel time spent on board the coach will differ from day to day. For your comfort, the average time between stops is approximately 2-3 hours. Please be aware that, particularly during the peak months, there will often be other coach companies with converging itineraries undertaking tours at the same time. In order to avoid congestion at break stops and hotel check-ins, Local providers will coordinate the journeys to spare you as much inconvenience as possible during your holiday. Occasionally, however, it may be unavoidable that more than one coach will stop in the same spot at the same time.
Lunch stops will be made every day at various establishments en route. Because, as you will note, "fastfood" restaurants are occasionally the only possibility in certain locations, they may provide the lunch stop for a given day. These popular restaurants are considered very "American," and many offer broad menus that include everything from salads to ice-cream sundaes. In addition, on selected tours, passengers will have the unique opportunity to participate in an All-American Picnic, weather permitting. Indeed, every attempt, where possible, will be made to ensure diversity in lunch stops along the tour.
It is the normal accepted practice in the U. S. to tip approximately 15% of the total amount of your bill in restaurants, coffee shops, and bars. The precise amount is left to the discretion of the customer, who may tip more for excellent service, or less for inferior service. Before leaving a tip, you might check to make sure that a service charge has not been added to your bill, as is often the case in other countries. State and Local Taxes are always itemized separately near the bottom of the bill and should NOT be mistaken for an added service charge. Simply leave your tip on the table in cash, or add it to your credit card slip in the allotted space before totaling the amount and signing your signature. Generally, in fast-food restaurants where you collect your own food at the counter, no tipping is necessary.
As is the case in all over the world, it is a customary practice to tip escorts and drivers for each day of a tour. A general guideline to help you determine the amount is as follows: $3 per day per person for the escort; and $2 per day per person for the driver. Tips are customarily given directly to the recipient on the final day of the tour. This gesture is deeply appreciated by both the escorts and the drivers.
C) Additional Pertinent Information
1. USE OF IN-ROOM HOTEL TELEPHONE
Passengers who choose to use the telephone in their hotel room should be aware that the hotel may charge an access or connection fee, even if no connection is ultimately made with the number being called. In addition, telephoning a toll-free number, may add a connection fee to your incidental room charges. (Policies vary from hotel to hotel, but such connection fees generally range between $.25 and $1.50 per call.) This information is important to find out ahead of time, so we suggest inquiring at the Front Desk or your Tour Director for hotel policy regarding in-room telephone use, in order to avoid unexpected fees. If you need to make a telephone call, simply use the pay phones in the Hotel Lobby to bypass additional access charges.
2. USE OF IN-ROOM SAFETY BOX / LOST ITEMS
It is imperative that passengers ensure the safety of their own personal effects. Therefore, we strongly recommend using the in-room safe, where available, or the safety deposit boxes usually located behind the Reception Desk in the Lobby. Please note that there may be a daily charge assigned by the hotel to access an in-room safe, or to use a safety deposit box. Such charges are at the sole discretion of the individual hotel and must be paid directly by the passenger. To determine whether a hotel charges for use of safety boxes, simply inquire at the Front Desk prior to use. Please remember to carefully check your room each morning before departure. If you have stored your valuables in a hotel safe, do not forget to retrieve them! We are not responsible for items left in hotel rooms. All lost or forgotten items are the sole responsibility of the passenger.
3. USE OF OTHER OPTIONAL AMENITIES
Room, Tax and Porterage fees while on tour are included in the price of the tour. All individual incidental charges must be settled by the passenger prior to check-out, either with cash or a credit card. We cannot recommend strongly enough that you keep your hotel bills from each stay, to verify your incidental charges when you receive your credit card statement after returning home. Please note that many hotel guests are surprised to find charges on their credit card statements, for example, for items consumed from the mini-bar that were not included on the original hotel bill. This is due to the fact that, at the time of check-out, the hotel is not always aware of all the incidental charges that a guest may have accrued.
4. TIOGA PASS - ENTRANCE INTO YOSEMITE (WHERE APPLICABLE)
Many of Motorcoach tours during the summer months are routed via the Tioga Pass, although passage through this mountainous route is wholly contingent upon weather conditions, which can change from day to day. Generally speaking, Tioga Pass opens to traffic in late May. However, the natural snow melt - which determines the viability of the road - has been known to occur as late as July. Such arbitrary natural conditions are clearly beyond the control of Local providers. Therefore, to ensure the safety of all passengers, when the Tioga Pass is closed, tours will overnight in Fresno or Visalia. When the Pass is open, overnight accommodation will be at Mammoth Lakes. Please note that, due to logistical and operational considerations, Local providers require at least 30 days from the opening of the Pass each season to amend tour routings from Fresno to Mammoth Lakes.
5. OPTIONAL TOURS
To offer all passengers the broadest holiday experience possible, there are various optional tours, designed to enhance your Motorcoach tour experience. Opting to take advantage of these additional excursions is at the complete discretion of each individual, who will want to consider all factors - including the additional fee - prior to agreeing to participate in an optional tour.
At the beginning of your Motorcoach tour, you will have information about available optional tours, which may be booked through your Tour Director during the tour. Should you choose to participate in an additional excursion, payment to the Tour Director can be made with cash, traveler's cheques, or credit cards. We encourage you to request and save your receipt. Please note that optional tours cannot be booked in advance, as many require a minimum number of passengers in order to operate. Optional tours are contracted through participating vendors and are subject to slight variation at the vendor's discretion without prior notification. Local providers will NEVER offer optional tours that have not been previously listed in your tour documentation. If you should elect to take an optional excursion from an alternate source - one that is NOT printed in your tour documentation - please be advised that you immediately assume responsibility for both the risks and the costs therein.
D) Important U. S. Laws
1. AMERICAN HOTEL OCCUPANCY LAWS
Under State Law, any guest who occupies a hotel room may continue to occupy that room for as long as they wish - provided, of course, that they continue to pay the bill. This Occupancy Law, as it is known, states that even if a guest checks in and signs a form that they will stay only one night, they may in fact legally retain use of the room until they decide to vacate that room. Due to this law, it occasionally becomes necessary to use alternate accommodations, as a hotel will be "sold out" even if there are new guests holding valid reservations. Although we apologize for any inconvenience, this circumstance, when it arises, is beyond the control of both the hotel and the Tour Director.
2. LEGAL DRINKING AGE
Strict drinking laws dictate that persons under the age of 21 are not allowed to consume alcohol, and are not allowed in bars in the U. S. It is considered an offense to sell or serve alcohol to customers under the legal age limit, so those passengers in their 20's and 30's should always carry some proof of identity bearing a photograph and date of birth, such as a passport. In Canada, the legal drinking age is 18 or 19 years, depending on the province.
E) Toll-Free Telephone Number / 24-Hour Assistance Hotline
Upon arrival in the U. S., all Motorcoach passengers will automatically have access to toll-free telephone number, which may be accessed from anywhere in the Continental USA. You are encouraged to utilize this resource for any problem or complaint which cannot be addressed or corrected either by your Tour Director or the hotel. A service representative is standing by 24 hours a day, 7 days a week for passenger assistance.
Please note that we are unable to accept any written complaints unless you have previously notified the Passenger Assistance Hotline of your complaint at the time of occurrence, and the Local provider subsequently fails to take corrective action to remedy the situation. This procedure also applies to requests for refunds on unused services or waived fees.
Although there is no toll to the caller for the telephone call itself, you should be aware that individual hotels may charge access or connection fees to guests who make in-room telephone calls. These fees - which may range from $.25 to $1.50 per call - will then be added to your incidental expenses. Because these connection charges are arbitrarily assigned by the hotel, we will not reimburse passengers for the cost of inroom calls. To avoid the fees altogether, we urge passengers to simply use public telephones when calling 24-Hour Assistance Hotline. These "pay phones," as they are known, are generally located in the Hotel Lobby or Reception area.
To assist you during your holiday, there is a 24-hours-a-day, 7-days-a-week passenger assistance telephone number and service desk which now features the ability to offer support in 120 languages. All passengers may access passenger assistance hotline any time during the holiday simply by calling the toll-free number from anywhere within the Continental USA.
Upon calling, kindly advise the service representative of your booking number. If this information is not available, please give your last name and first initial. The service representative will be pleased to assist you with the following:
* General Information
* Language Difficulties
* Emergency Assistance
* Possible concerns at check-in or check-out of hotels
* Cancellation of pre-booked reservations to avoid "no-show" charges and administrative fees, in accordance with cancellation policies
* Receiving notification of changes or delays to your flights, which may affect a meet and greet service you have pre-booked for your arrival via an international, U. S. domestic, or co-share flight.
Please note that if you have pre-booked a meet and greet service and subsequently become aware of lengthy delays or significant changes affecting your flight(s), you should contact the Local provider, in advance, with these amended arrival times.
However, changes for which it is not given advance notice - such as when airlines convert international flights into domestic flights, or when airlines re-book you on alternative flights or airlines due to technical problems, weather conditions, or overbooking - make it impossible to locate you upon arrival at your destination.
The service desk will generally be unable to assist you with those portions of your itinerary that are NOT BOOKED WITH US. A few examples of these types of circumstances include:
* Directly booked car rentals
* Motorhome / recreational vehicles
* Re-booking and changing of itineraries
* Changes to previously booked flight reservations
* Advancing emergency funds
* Replacing lost, forgotten, or stolen documents
* Lost, forgotten, or damaged luggage claims
Of course, the service desk will endeavor to make every effort, in cases where we are given accurate information, to direct you to the proper authority for the appropriate assistance - for example, the nearest Consulate. While it cannot assist with airline reconfirmations, the service desk will gladly obtain relevant telephone numbers for you. It will also be pleased to help you obtain correct credit card telephone numbers. Moreover, should a true emergency situation arise, the service desk will offer assistance, where possible, to the extent that we are able. We encourage all those faced with emergency situations to immediately telephone the hotline for further instructions and contacts.
Throughout your holiday, please remember that Passenger Assistance Hotline is there expressly to help you. We cannot recommend strongly enough that you contact it, while on holiday, should any problems, difficulties or complaints arise regarding your tour. This will enable to quickly and most efficiently deal with your concerns "on the spot," as it is often too late to remedy a situation once you have returned home. Indeed, this service resource that is available to you throughout the duration of your holiday rectifies many situations immediately. The end result, we trust, is that you will be able to more fully enjoy your visit to America.