Hotel Policies
12.1 Marketing and Branding
Consistent with the Warwick Le Lagon - Vanuatu branding and marketing policy, it is mandatory that the following guidelines are adhered to by the contracted wholesaler:
12.1.1 Rates must be packaged and extended on the understanding that the Resort will be featured in promotional brochures/flyers and online distribution, both pictorially and editorially;
12.1.2 Images used to promote the Resort via brochures or online must be approved and signed off by the resort management. Images used must be the same as images and quality posted on the Leonardo website. https://clientservices.vfmii.com/pdl/Main.html?company=warwick;
12.1.3 All relevant information in this contract must be reflected accurately in the wholesaler’s brochure and website;
12.1.4 Internet Keyword Marketing. The wholesaler shall not bid on or purchase internet placement rights for any of the Warwick Le Lagon - Vanuatu trademarks or use any of the Warwick Hotel & Resorts trademarks in any manner in any of its advertising, including but not limited to Internet and web advertising, without the prior written consent of the Resort.
12.1.5 Brand Loyal Marketing and Onward Distribution. The wholesaler shall not target, solicit or otherwise make use of any data to offer business related to other hotels to Warwick Le Lagon - Vanuatu - brand loyal customers (i.e. customers expressing a preference for Warwick Le Lagon - Vanuatu brand). Unpublished rates are offered by the Resort expressly and solely for the wholesaler use. The offering or distribution of unpublished rates or any other data or information provided by the Resort under these terms and conditions, through any internet site or global distribution system booking sites, is prohibited, except to the extent that the wholesaler has obtained the prior written consent of the Resort to such re-distribution.
12.1.6 Predatory Advertising. The wholesaler shall not use and shall prohibit all web sites within its control from using any predatory advertising methods designed to generate traffic from Warwick Le Lagon - Vanuatu sites (or any other sites that exclusively promote Warwick Hotel & Resorts brands). A predatory advertising method is an advertising method that creates or overlays links or banners on web sites, spawns’ browser windows, or utilizes any other method to generate traffic from a web site without that web site owner’s knowledge, permission, and participation.
12.1.7 The Resort will not take responsibility for any inaccurate rates, information or terms & conditions posted on wholesaler’s websites; and
12.1.8 The Resort must be featured as a 4.5 Star Resort.
12.2 Rates Structure
Unless stated otherwise, all rates quoted in the following contract are subject to the following terms and conditions:
12.2.1 Rates must be packaged and extended on the understanding that the Resort will be featured in promotional brochures/flyers and online distribution, both pictorially and editorially;
12.2.2 All accommodation rates are in Vanuatu dollars (net and non-commissionable) and exclusive of 15% value-added tax (VAT) & 200 vatu Tourism Marketing Development Fund levy (TMDF) which is charged per night including bonus nights.
12.2.3 The rates and conditions apply for brochure programs and FITs only. Ad-hoc groups and group series are not covered in this agreement. However, specific group and convention quotes are negotiated individually and specifically with its own conditions;
12.2.4 All rates are subject to change in the event of any change in Government taxation legislation, Tourism Marketing Development Fund levy (TMDF), devaluation of Vanuatu currency or any other significant increases in the hotels cost structure and this will be communicated to the wholesaler accordingly;
12.2.5 Certain supplements apply during pre-determined periods, with relevant dates identified as Special Event dates;
12.2.6 Certain high season surcharges supplements apply during pre-determined periods, with relevant dates identified as Peak Surcharges; and
12.2.7 By use of the rates, the wholesaler will be bound by these terms and conditions.
12.3 Reservations Procedures
Parties to this agreement must ensure that the following standard Warwick Le Lagon - Vanuatu reservations procedures are adhered to:
12.3.1 All reservations vouchered or pre-paid must email as agreed;
12.3.2 Unless stated otherwise, written confirmation must be received by our reservations department 14 days prior to the client’s arrival or the reservation could be released without notice;
12.3.3 No booking will be taken as confirmed without the Resort issuing in writing a confirmation number;
12.3.4 All changes to reservations must be done in writing and confirmed by the Resort; and
12.3.5 Last minute bookings must be confirmed with an e-mailed copy of the voucher or e-documentation prior to the client’s arrival to guarantee the reservation.
12.4 F.I.T Cancellations or No Shows
12.4.1 If cancellation is made 14 days prior to arrival – No cancellation fees apply
12.4.2 If cancellation is made within 14 days from arrival – 100% of total estimated accommodation charges as booked will be charged.
12.4.3 NO SHOWS will be charged 100% of total estimated accommodation charges as booked will be charged.
12.4.4 In cases of Early Checkouts, all unused room nights are non-refundable
12.4.5 All cancellations are required in writing, and if not received charges will be automatically processed
12.5 Group Bookings Policy and Procedures
12.5.1 A group consists of not less than ten (10) revenue rooms. If a reservation is made for a group and subsequently the number of rooms falls below ten (10) revenue rooms, this no longer constitutes a group;
12.5.2 All group bookings are confirmed subject to availability only;
12.5.3 The following deposits are to be received by the Resort according to schedule for accommodation and event charges as booked
12.5.4 Group Cancellation Policy & Procedure applies subject to separate contract
12.5.5 For Group reservations made thirty (30) days or less from arrival, any adjustment to the above groups cancellation policy will be advised at the time of quotation; and
12.5.6 The Final status of rooms, name lists, groups arrival & departure details and meal arrangements must be submitted upon receipt of final payment of accommodation and event charges which is thirty (30) days prior to groups arrival.
12.6 Check In Check Out Policy
12.6.1 Check in is from 2.00pm of the day of arrival and check out at 11.00am on the day of departure;
12.6.2 In order to guarantee immediate occupancy of a room, i.e. Arrivals prior to the normal check in time, we strongly recommend that you pre-register the reservation which is equivalent to 1 nights’ accommodation.
12.7 Allotments
These must be requested from the Resort directly and will be covered under a separate contract.
12.8 Overbooking
Should there be an unlikely event of overbooking, the hotel will secure, and the wholesaler agrees to accept, alternative accommodation of at least an equal standard. The resort will not be liable to pay compensation to the wholesaler.
12.9 Amendments
Any amendments to these terms & conditions shall only be valid if made in writing and signed by the Resort General Manager.
13. Force Majeure
The Resort Shall Not Be Held Liable Or Responsible For Failure To Execute Arrangements Specified Herein Directly Occasioned By Or Through Or In Consequence Of War, Change Of Status Of Vanuatu Government, Strikes, Riots, And Acts Of God Or Conditions Beyond The Control Of The Resort. The Resort Reserves The Right At Any Time By Giving Notice In Writing To Cancel This Arrangement Should The Resort Fail To Fulfil The Above Terms And Conditions.