User agreement between the user (User, you) and Sur Travel GmbH (Sur Travel, we). Please read these terms and conditions of use (Terms and Conditions) before using sur-hotels.com (Site) and making any booking.
You consent to the Terms and Conditions when you use the Site, without qualification. If you disagree with any part of the Terms and Conditions, you may not use the Site in any way or make a booking.
All correspondence regarding customer service or your booking should be sent to Sur Travel GmbH, Deichstrasse 36, 20459 Hamburg, Germany or emailed by clicking here
Contents of these Terms and Conditions:
A 'booking' means any order for products or services you make on our Site which is accepted by us. Acceptance will be made by Sur Travel (and a contract concluded) when we have received full payment from you and sent a confirmation email (from either Sur Travel or the relevant Travel Supplier). All travel products and services featured on the Site are subject to availability.
Sur Travel STRONGLY RECOMMENDS THAT YOU TAKE OUT INSURANCE FOR ANY HOLIDAY, ESPECIALLY AS THERE MAY BE CIRCUMSTANCES WHERE NEITHER Sur Travel OR THE TRAVEL SUPPLIER CAN ACCEPT LIABILITY (EG DELAYS OR CANCELLATIONS BEYOND OUR CONTROL).
Sur Travel acts as disclosed Agent for third party suppliers and for the purposes of these terms and conditions tour operators, package holiday supplier, hotels, hotel chains and hotel aggregators, insurance and car suppliers shall be included in the term 'Travel Supplier'. When you make a booking via the Site, and your preferred travel product or service is available, the contract will be between the Travel Supplier and you. Sur Travel is not a party to the contractual relationship. Any queries or concerns relating to the product should be addressed to the Travel Supplier. You will see the name and address, plus contact details, for most suppliers in any voucher we or the Travel Supplier send you.
Sur Travel does not assume any responsibility for the travel products and services provided by the Travel Supplier and makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the Site.
Travel Supplier Conditions
The following applies to all products or services booked via our Site:
The Travel Supplier's terms and conditions will apply in addition to those set out here. The Travel Supplier's terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (if available) and any other restrictions. Please refer to your particular Travel Supplier for full details as to the applicable terms and conditions.
Hotels and other Accommodation
We acquire hotel and accommodation star ratings from a variety of sources and offer them as a general guide. However, these are not necessarily the official local rating and you should be aware that standards can vary between hotels and accommodation of the same class in different countries, and even in the same country. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.
Many hotels and other accommodation, especially in cities and major resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. We do not have exclusive use of the properties featured on the Site. The hotels we feature are shared with guests from many countries with different cultures and customs and of mixed age groups.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation around 3pm and check out at 11am, local time. However, local variances may apply. Should you require more precise timings, please contact Sur Travel Customer Services for additional information.
Images - Whilst we endeavour to ensure that property images displayed on our Sites are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case. The images are provided to give a general 'feel' for the hotel.
Amenities, facilities and descriptions - Whilst we endeavour to ensure that property amenities, facilities and descriptions offer accurate and up to date information, we obtain this information from our Travel Suppliers and so cannot guarantee this always to be the case. The information is provided to give a general 'feel' for the property.
Breakfast is not included unless otherwise stated. Some hotels may charge additional local taxes.
In the event of availability or quality issues with your hotel, we will use our best endeavours to relocate you to the same or superior category of accommodation. Should you wish to re-book a different property at a higher price, you will be liable for the additional cost.
Your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific Travel Supplier's or hotel's terms and conditions. It therefore may not be possible to cancel or modify some products or services or there may be specific requirements you will have to meet.
Modifications to an existing booking can regularly only be made by cancelling the existing booking and by making a new booking, which might lead to changes in rates and/or conditions. Therefore, in case of any amendment request, please contact us beforehand to check the rates and conditions, as these could change.
Cancellations or modifications can only be made if we receive a written request together with payment of any extra fees and associated charges and need to be confirmed by Sur Travel.
In the event that you make any alteration to your booking (including, but not limited to, cancellations, refunds, amendments and name changes), Sur Travel reserves the right to charge you an administration fee of EUR 30.00 per person to cover the administration costs incurred by Sur Travel. These charges do not include any charges imposed directly by the Travel Supplier or hotel. Credit card fees, booking fees and any fees paid for delivery of paper tickets are non-refundable in the event of cancellation.
The timing and collection of payment will be full payment ranging from the moment of booking up to 7 days after booking. The collector of payment will be Sur Travel. Direct Debits and Credit Card Payments will be processed by Stripe Inc.
Before payment is received in full, Sur Travel or the Travel Supplier is not obliged to issue any tickets, confirmations, vouchers, or other travel documents. However, you shall in all cases remain liable for payment of the amounts agreed for the travel products and services ordered.
Payment can be made by all major credit cards as detailed on the Site. Sur Travel reserves the right to pass on any charges relating to card charge backs. If your booking is being paid for with a third party credit card we may require written authorisation to be provided by the card-holder.
Sur Travel or the Travel Supplier reserves the right only to deliver tickets, confirmations, e-vouchers or other travel documents to your credit card billing address when requested to do so by the credit card issuer.
Failure to supply the correct credit billing address information may result in the cancellation of your booking, delays to the issue of your tickets and may make the fare(s) subject to increase. Please ensure that the billing address details you give match those on your billing statement.
Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your address and a copy of the credit card and recent statement before issuing any tickets.
Refunds will be processed to the form of payment used at the time of booking. This will be made payable to the person who made the original payment.
Taxes fluctuate in line with exchange rates.
Sur Travel will not be liable for any subsequent price increase as a result of payment failure. Any price increase must be paid by you before the booking can be confirmed.
It is your responsibility to check and comply with any passport, visa and health requirements.
Liability of Sur Travel.
Your contract is with the Travel Supplier for whom we are acting as agent. While we are therefore unable to compensate you, we will do our utmost to contact the Travel Supplier on your behalf.
Sur Travel does not accept liability where the failure to provide part or all of your booking, death or personal injury is not caused by any fault of us, our agents or Travel Suppliers. In respect of international travel by air, sea and rail, our liability will be limited in the manner provided by the relevant international conventions.
Where Sur Travel is liable for direct loss this will be limited to a maximum of the total price of the products or services in respect of which a claim is made (save for the case of death or personal injury in respect of which there is no limit).
Sur Travel will not be liable for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of your use of this Site or any of the travel products or services booked or purchased on the Site.
Queries and Complaints relating to your Booking
Please contact our customer services team, if you have any other enquiries or complaints relating to your booking prior to departure.
If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel prior to your return.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team on your return and no later than 30 days after it giving your booking reference and all other relevant information. If we or any of our Travel Suppliers require further information you must supply that promptly in writing. This simple procedure must be followed as we and our Travel Supplier's need to be able to investigate the problem and, where possible, rectify it quickly.
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness, air rage) whilst on your holiday or using a service/product. If your behaviour is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel you booking, in which case our and our Travel Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
Use of the Site
The Site is provided on an 'as is' and 'as available' basis. Sur Travel does not accept any liability in respect of your ability to access or use the site at any time or any interruption in that access or use or any failure to complete any transaction. Sur Travel does not warrant that the Site is free from computer viruses or other properties that may cause loss or damage.
Information on the Site
Sur Travel offers all of the general information on the Site for purposes of guidance only. Please note that Sur Travel may at any time change any aspect of the Site or its content, including the availability of any suppliers, features, information, database or content. You need to check with the relevant Travel Supplier, destination, embassy, or tourist office to confirm the guidance is up to date. In particular, with respect to passports, visas, and vaccination requirements, Sur Travel does not guarantee that the information is always up to date and it is your responsibility to ensure that you understand and comply with all relevant passport, visa, and vaccination requirements.
Sur Travel does not guarantee that information on the Site (including without limitation prices, descriptions or dates) is free from errors or omissions but we will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention. By way of example, the majority of hotel and other accommodation descriptions are fed directly to our Site by the Travel Supplier or the hotel's themselves.
You agree to be bound by the following obligations, including without limitation:
You accept financial responsibility for all transactions made under your name or account.
You must be 18 years of age or over and have legal capacity.
You warrant that all information you provide about yourself or members of your household shall be true and accurate.
The Site must not be used for speculative, false or fraudulent bookings.
The transmission of threatening, defamatory, pornographic, political, or racist material or any material that is otherwise unlawful is expressly prohibited.
The Site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed or reproduced in any way by you, except that one copy of the information contained within the Site may be made for personal, non-commercial use.
Denial of Access
Sur Travel reserves the right to deny access to the Site at any time without notice.
Links to Third Party Web Sites
The Site may contain hyper links to external web sites owned and operated by third parties. Sur Travel has no control over or association with such third party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external web sites do not reflect products, services or information provided by Sur Travel. You should direct any concerns regarding any external link to the site administrator or webmaster of such site.
Sur Travel shall not be liable for any failure in the course of this Agreement if the same shall arise out of a force majeure event. This shall include without limitation government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, strikes, lockouts, terrorist attacks, or industrial action affecting Sur Travel or its suppliers.
Currency rates quoted in the Site are derived from a number of sources and may not in all cases be updated daily. You may wish to verify actual rates on the date of booking. In addition, where hotels are payable on check-out, the exchange rate may have changed since the time of booking.
Copyright and Trademarks
The copyright and all proprietary rights in the Site and all content are reserved by Sur Travel. The material contained within the Site is the property of Sur Travel or its affiliates unless identified as belonging to third parties. The name Sur Travel and any other marks, logos and graphics of Sur Travel displayed on the Site are registered trademarks of Sur Travel or its affiliates. Other company and product or service names displayed on the Site may be the trademarks of their respective owners. You are not granted any right or licence to use any trademarks.
Sur Travel uses secure technology in order to safeguard personal information and financial transactions. Sur Travel complies with the procedures and security standards as further set out in the Sur Travel Security Policy.
Changes to Terms and Conditions
Sur Travel reserves the right to change or update the Terms and Conditions relating to use of the Site from time to time without prior notice to Users. The current version of the Terms and Conditions will be displayed within the Site from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
This User Agreement is between you and Sur Travel and is governed by German law.
Sur Travel GmbH
Managing Director: Jens Vogel
Registered in Hamburg, Germany, registration number HRB155585