About Us

Agency Terms & Conditions


loveholidays is a trading name of We Love Holidays Ltd, with registered office at 4th Floor The Triangle, 5-17 Hammersmith Grove, Hammersmith, London, W6 0LG (“we”, “us” or “our”). References to “you” and “your” in these terms means you, the customer and any other person in your party.

We act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf including but not limited to flights, hotels, and transfers (“Arrangement”). When making your booking, our service is only to arrange for you to enter into a contract with the individual service provider of the Arrangement in question (the ‘Service Provider’), and to agree payment terms between you and that Service Provider. The Service Provider will either be the principal supplier of the Arrangement, and therefore the party legally bound to supply the Arrangement to you, or the agent of the principal. When the Service Provider is acting as an agent, its role will be to enter you into a contract with the principal supplier of the Arrangement. The terms and conditions of the Service Provider will also apply to your booking.

As just an agent, we accept no liability in relation to any contract you enter into with the Service Provider(s), or for any services or arrangements you purchase, or for the acts or omissions of any other person(s) or party(ies) connected with any Arrangement.

Your booking through us (either online or via telephone) is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Service Provider you have chosen to contract with - a list of these booking conditions can be found at the end of this document. You must read both carefully and accept them in full prior to booking. The Service Provider’s terms and conditions (as well as any applicable international Conventions) may limit and/or exclude their liability to you. Copies of applicable conditions will be available to you prior to booking via our website and on your request to us.

You may decide to make one or more booking through us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All Arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Holidays and Travel Trade Act 1995 or Council Directive 90/314/EEC on Package Travel, Package Holidays and Package Tours. For further information please refer to www.aviationreg.ie.

In any instance, where multiple bookings are made, they shall not constitute a “group” booking. Unless bookings are all made under the same booking reference, they will be treated independently (i.e. as separate individual bookings).

Any references to ‘package’ and ‘package holidays’ on our website, marketing materials or in these Agency Terms & Conditions refers only to the package holidays organised by third party Service Providers on whose behalf we act as an agent. We do not organise or sell package holidays in our own name and we are not an ‘organiser’ or tour operator.

By making a booking with us, you agree that:-

  1. you have read all the terms and conditions set out on this webpage and agree to be bound by them;
  2. you consent to our use of your information in accordance with our Privacy Policy; and
  3. when making a booking, you are over 18 years of age, and where placing an order for services with age restrictions, you declare that you and members of your party are of the appropriate age of purchase those services..
1. Booking and payment

When you request to book an Arrangement, you guarantee that you have the authority to accept and do accept on behalf of your party these Agency Terms & Conditions and any applicable Service Provider’s booking conditions. Confirmation of your chosen Arrangement(s), will be conditional on you making such initial payment as is agreed by us on behalf of the Service Provider, or payment in full, including applicable fees and charges. Your booking is confirmed and a contract between you and the Service Provider will only exist when we send you confirmation by e-mail on their behalf, which contains a valid Service Provider reference number (“Booking Confirmation”). Please check your Booking Confirmation carefully and report any incorrect or incomplete information to us immediately where we will try to assist you. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

If you have chosen the option to spread the cost of your booking(s), all instalments must be paid by the date specified at the time of making the booking. Unless otherwise specified, we will automatically (if possible) take payment from the same debit/credit card used to pay your deposit. If full payment is not received (for whatever reason) by the Balance Due Date, we will notify the Service Provider who may cancel your booking and charge the cancellation fees set out in their booking conditions. In the event of non-payment, the booking(s) may be cancelled – please refer to the cancellation policy. It is always your responsibility to ensure your balance is paid by the Balance Due Date.

We accept payment by debit/credit card (Visa, MasterCard, Maestro and American Express). We do not charge you a fee for using your card, however your bank or card issuer may apply an additional foreign transaction fee for non-UK registered cards.

Cards are accepted subject to security and fraud checks and we reserve the right to reject/cancel your Arrangement(s) should your booking request fail any element of these checks.

Please note that booking requests can take up to 72 hours to process. A booking is only confirmed when we send you a Booking Confirmation with a valid booking reference number for each Arrangement. On rare occasions, we will be unable to confirm a booking, for example if the payment fails. In the unlikely event this occurs, our team will attempt to rebook the affected Arrangement at the same price. If this is not possible, for example because the payment is blocked or there has been a change in the price or availability of the booking, we will contact you via telephone or e-mail to discuss next steps. Unfortunately, there are times when the cost will have increased during this period of time. Any cost increases will need to be paid by you, as per your contract with each Service Provider.

2. Prices & Pricing Errors

We and each Service Provider reserve the right to amend advertised prices at any time.

We endeavour to ensure that all pricing and other information on the website is accurate. However, it is always possible that despite our efforts there may be times when obvious errors occur such as the price or some other detail displayed being incorrect. We will normally check prices before confirming your booking so that, where the booking's correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the booking's correct price at your booking date is higher than the price stated to you, we will contact you by telephone or e-mail for your instructions before we confirm your booking.

If we confirm and process your booking where a pricing or other error is obvious and could reasonably have been recognised by you as a mistake, we may terminate the contract and refund you any sums you have paid us.

3. Low deposit/Spread the Cost/Pay Monthly Payment Options

A Service Provider may in some instances allow low deposit and instalment plan options for payment of your booking and the full details will be displayed, including payment dates, at the time of booking.

Low Deposits: The initial low deposit is due per person and will be shown at the time of booking. Depending on the Arrangement(s) you choose, we will attempt to take the outstanding second deposit automatically from the same credit/debit card used to pay the initial deposit and you will be informed of the due date before booking. In the event of cancellation before the due date of the second deposit, you will still remain liable for the full deposit amount (i.e. both the first and second deposit).

Pay Monthly: Where you opt for the monthly payment plan, after payment of the deposit, we will attempt to take the remaining balance in monthly instalments with the final payment being taken on the date specified in your Booking Confirmation before your departure. In the event of cancellation after the second instalment, we/the Service Providers reserve the right to keep all payments made by you to date to cover administration charges.

We will attempt to take all payments automatically from the same credit/debit card used to pay the initial deposit. If you need to arrange for the remainder of the instalments to be collected from a different card, please notify us at collections@loveholidays.com at least five working days before the due date to avoid payment being collected from the original card.

Although we will attempt to take payments automatically where possible, it remains your responsibility to ensure all payments are received by us and the full balance is paid by the date specified in your Booking Confirmation prior to your departure.

Payment options are subject to availability and we reserve the right to end any such offers at any time without prior notice or explanation.

4. Online content

We take all practical steps possible to ensure that the details displayed on the website are accurate and up-to-date, but we do rely upon the information given to us by the Service Provider(s) and are intended to present a general idea of the services and facilities being offered. Sometimes – and particularly at the beginning and end of the season – certain facilities may be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests or low occupancy. Some advertised activities or facilities, for example water-sports, may not be available all year round. There may be local charges for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, spa access, tennis courts, pool tables and air-conditioning. Unless specifically confirmed in your room type or board basis, you must assume some, if not all facilities will be payable locally. If your Service Providers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will endeavour to pass this information to you. Any complaints about services or facilities should be directed to the relevant Service Provider.

Transfer times quoted by the Service Provider for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen destination may be longer. It is your responsibility to notify the transfer Service Provider of any delays in other travel arrangements, such as flights, and the transfer provider reserves the right to alter or cancel the service as per their terms and conditions in these circumstances.

5. Flights

When booking a flight, we will act as your booking agent (except when booking through one of the Service Providers listed in section 22 below) on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned. Your payment obligations will be as agreed between you and us. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.

The airline will provide a booking confirmation directly to you by e-mail and we will be unable to access or alter your booking. As such, any amendments to your booking must be made by you, directly with them. We will issue a confirmation invoice that details our charges for the use of this booking service (if any).

Monies paid to us for such flight services are held by us on your behalf until they are paid to the airline in question. Please note that payment by you to us does not constitute payment to the airline and if we collect monies from the airline on your behalf, the Service Provider’s liability to pay that money to you is discharged.

Charter flights: When you book your charter flight through us, we act as agent for the charter flight. The contract will be between you and the charter flight provider based upon their terms and conditions; a copy of which will be available to you prior to booking and is available on request.

In all other cases, we act as an agent for the relevant Service Provider in booking your flight service(s).

Scheduled Airline Failure Insurance: We have taken out Scheduled Airline Failure Insurance, which provides our company with financial protection in the rare event of the insolvency of airline/flight consolidator, which in turn protects you financially giving you complete peace of mind.

Operating Carrier Information: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at t http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.html . In accordance with EU Regulations we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. Any change in the identity of the airline, flight timings and/or aircraft type will not entitle you to cancel or change to other flight arrangements without paying charges, except where specified.

Flight times can change for a number of different reasons. You should always look to reconfirm your flights 48 hours prior departure to ensure that no changes to your flight schedule has occurred.

6. Data Protection

We will ensure appropriate security measures are in place to protect your personal information. The information you provide us will only be passed onto the Service Providers of your travel arrangements or other organisations necessary for the provision and performance of your Arrangements. Certain information may also be passed on to security or credit checking companies to detect and prevent fraud.

By making a booking with us you agree to the use and disclosure of the information you provide for the following purposes: to enable us to process and fulfil your booking Arrangements (when it may be transferred abroad and /or to the Service Provider), if you purchase insurance we may process your information and pass it to insurers, for market research and analysis, to avoid fraud and to enable us or our representatives to contact you by letter, telephone or e-mail. You may unsubscribe from further contact at any time by clicking on the relevant link in any emails we send you.

For more information on how we use your personal data, please see our privacy policy and cookie policy here.
7. Final Travel Arrangement

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. You must reconfirm your flight details within 48 hours of departure by checking your airline's website for any travel updates, including any possible schedule changes or cancellations. If your flight time has changed, please ensure you travel to the airport with enough time to accommodate this change, and if you have transfers booked you notify your Service Provider(s) of these changes. We accept no liability in regard to flight schedule changes as these are managed solely by your relevant Service Provider or airline who in turn only accept liability for any schedule changes or cancellations in line with their specific booking terms and conditions.

8. Amendments by you

Any amendment will incur an administration charge of €75 per booking plus any charges from the Service Provider.

These charges include but are not limited to:

  • Change of destination
  • Change of hotel
  • Change of name

If you wish to make an amendment to your booking please click here to submit your request through 'Manage My Booking' or call us on (01) 513 8700 (Monday to Sunday, 9am to 5pm). Please note that any changes to any element of your confirmed booking(s) will incur charges as stated above even if this is for example one letter in a name. Amendments can only be accepted in accordance with the terms and conditions of the Service Provider(s) of your Arrangement(s). The Service Provider may charge amendment charges which may be as much as 100% of the cost of the Arrangement and will normally increase closer to the date of departure.

Whilst we will try to assist, we cannot guarantee that such requests to make changes can or will be met.

At the time of booking you may have the option to select rooms or services which are available at a special rate as they are non-refundable, non-changeable and/or non-transferable from point of sale. This means that from the time the booking is confirmed, no amendments whatsoever (including names, dates and duration) can be made and the only option available is to cancel. Cancellations of this room type may be charged a 100% cancellation fee by the Service Provider. These rooms are advertised as “Non-Refundable” and require full payment at time of booking.

Amendment charges are subject to change at any time. Please note that amendment fees are nonrefundable and can only be requested by the lead passenger on the booking.

9. Cancellations by you

In the event that you cancel your booking, and the deposit you have paid does not cover the cancellation charges set out in this paragraph (e.g. because you have chosen a low deposit option), you must pay any difference between the amount you have paid and the cancellation charge applied. In accepting these Agency Terms & Conditions 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 this booking) at that time.

Any cancellation will incur a cancellation processing fee of €75 per booking plus any charges from the Service Provider(s) as follows:

Flight: 100% of the full booking value of the flights (including baggage, insurance, etc.).

Accommodation: Cancellation charge will depend on whether you have booked a refundable or a nonrefundable product. Cancellation charges will be specified to you at the time of booking and vary from one Service Provider to another. You should check your Booking Confirmation and any documentation for details of your specific cancellation terms.

Non-Refundable products must be paid for in full at the time of booking and no refunds are given in the event of cancellation as per section 8 above.

Transfers: 100% of the full booking value of the transfers.

Tour Operator holidays: If you cancel your booking you will have to pay the tour operator's cancellation charges detailed in the tour operator's conditions.

10. Changes and Cancellations by the Service Provider

We will inform you as soon as reasonably practicable if the Service Provider needs to make a significant change to your confirmed Arrangement or to cancel them and will endeavour to pass on any information to you in regards to any minor changes before you depart. We will also liaise between you and the Service Provider in relation to any alternative arrangements offered by the Service Provider, but we will have no liability to you for any changes and/or cancellations by the Service Provider or additional cost or expenses you incur.

11. Our Service Charges

In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:

Cancellation or amendmentAs per clauses 8 & 9*
Monthly Payment Plan Administration Fee €2.95 per payment
Low Deposit Payment Plan Administration Fee €4.95 per payment
Standard Deposit Payment Plan Administration Fee €4.95 per payment
Service Charge*** Variable
*Please note that cancellation and amendment fees are non-refundable.

12. Our responsibility for your booking

Your contract for the Arrangement(s) is with the Service Provider(s) who will be the principal or the agent of the principal and their booking conditions apply, subject to such payment terms we have negotiated. As agent, we accept no responsibility for the actual provision of the Arrangement(s). Our responsibilities are limited to the booking service we provide to you. We accept no responsibility for any information about the Arrangement that we pass on to you in good faith if any errors in that information are beyond our reasonable control (e.g. because they are solely due to the fault of the Service Provider). We are also not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We only supply our services for domestic, noncommercial and private use. We do not therefore accept liability for any business losses (e.g. loss of profit, loss of business, business interruption or loss of business opportunity).

We also accept no responsibility for the behaviour of others in your accommodation, transfer or flight, or for any facilities/services withdrawn as a result of their action.

In the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your affected Arrangement (or the appropriate proportion of this if not everyone on the booking is affected).

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees, agents or subcontractors whilst acting in the course of their employment or engagement, liability for fraud or fraudulent misrepresentation or any other liability that cannot be excluded or limited by law.

13. Complaints

The contract(s) for your Arrangement(s) is between you and the Service Provider(s) who maybe the principal or an agent for the principal. Any queries or concerns regarding your contract should be addressed to them.

If you do have a problem whilst on holiday, this must be reported to the Service Provider or their local representative immediately. You must, as a strict condition of your booking, obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Provider or their representative whilst on holiday, you should contact our In-Resort Assistance team on 00 44 (0) 203 870 6830 (Monday to Sunday 9am to 5pm GMT. Outside of these hours, we provide an on-call “emergency” service only).

If you fail to follow this reasonable procedure there will be less opportunity for the Service Provider to investigate and rectify your complaint. Any compensation you may be entitled to could be reduced or extinguished.

Please note that we do not have our own representatives and nor have we authorised anyone else to be our representatives in resort. Therefore, it is imperative that if you cannot speak to the Service Provider or their representative at the time, you contact the In-Resort Assistance team above.

If you wish to complain when you return home, please send a detailed complaint including your written report from the Service Provider or their representative and any additional information supporting your claim to AfterYourHoliday@loveholidays.com. Please send your complaint within 28 days of your return as the sooner we receive it the easier it is for us and the Service Provider to investigate it accordingly.

Complaints received outside of 28 days of your return may mean your Service Provider is not be able to offer a detailed response, nor offer any compensation or may reject your complaint entirely.

As your agent, we will manage the complaint process on your behalf aiming to forward you a full response from the Service Provider within 28 days. If the matter cannot be resolved and it involves our booking service, or another ABTA member, then it should be referred to the ABTA approved Arbitration Scheme in the first instance. See clause 14 below.

14. ABTA

We are a member of ABTA and our membership number is P6847.

We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can offer you an Arbitration Scheme for the resolution of disputes arising out of, or in connection with your booking. Further information on the Code and Arbitration Scheme can be found at https://abta.com/about-us/code-of-conduct and https://abta.com/holiday-help-and-complaints/abtas-adr-scheme.

The Arbitration Scheme is approved by ABTA and administered independently by CEDR. It provides for a simple and inexpensive method of arbitration on documents alone with lower costs than if you went to Court or through solicitors. Full details will be provided on request or can be obtained from the ABTA website.

The Arbitration Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the Arbitrator can award per person in respect of this element.

The application for Arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within eighteen (18) months of the date of return from the holiday or the intended return date. Outside this time limit Arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement.

For injury and illness claims, you should use the ABTA / Chartered Institute of Arbitrators Mediation Procedure before taking legal action. The aim is to help resolve your dispute in a quick and cost effective way. Further details on request or from www.abta.com/holiday-help-and-complaints/abtasadr-scheme.

15. Travel Advice: visa, passport and health requirements

We suggest you check out your visa & passport requirements before travelling at: https://www.dfa.ie/travel/know-before-you-go/ .

We also recommend you always look at the Travel Advice section of the Department of Foreign Affairs & Trade and the UK Foreign & Commonwealth Office website prior to travelling abroad: www.dfa.ie/travel/travel-advice/ and www.gov.uk/foreign-travel-advice to check general visa, passport, health and safety information.

You confirm that all members of your party are UK or Irish residents and hold passports valid for at least 6 months after the duration of the Arrangement you chose to purchase. Information on visa, passport and health requirements (where given and applicable) is so given solely on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Service Provider(s) of the Arrangement(s), Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.

Some of our Service Providers offer their low rates on the basis that customers are resident in the UK and/or Ireland and citizens of the country where the stay is taking place may not be eligible to stay at that particular rate. In most circumstances, this does not apply to citizens of EU countries staying in other EU countries. However, issues may occur where customers that are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt.

If you think this may affect your booking, you must call our New Bookings team to confirm your booking will be accepted by the Service Provider as resolution once you are abroad will be very difficult and may result in additional charges being levied to you or the cancellation of the booking by the Service Provider. Occasionally Service Providers may ask that we contact you prior to the departure date to ask for evidence of the residency of the customers travelling. You must contact our Customer Service team in this instance within the stated timeframe with this information in order to confirm that the rates are eligible for all the customers travelling. We cannot be held responsible for any additional costs incurred due to these issues.

16. Taxes/Local Charges and Resort Fees

Certain countries/cities impose additional taxes and charges such as tourist or city tax or compulsory resort fees. These additional fees are payable directly to your accommodation and is for maintenance of local facilities and services. You are wholly responsible for paying these taxes and charges locally prior to check out and they are subject to change by pronouncement of overseas governments. Unless otherwise stated, they are not included in your booking. We have no liability to you for these taxes or charges.

17. Accommodation Ratings and Standards

Star ratings are used to symbolise the overall quality and level of standards of each accommodation type and are typically based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. However, there is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have official rating systems. Therefore the rating displayed is only an opinion and should only be used as a guide. If your Service Provider provides an “official” tourist board rating, we will endeavour to include that within the accommodation description. We cannot guarantee the accuracy of any ratings given. All ratings are as provided via the relevant Service Provider and are not our personal ratings.

18. Room Allocation

After registration/check-in at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with the Service Provider. Please note that the fact that rooms appear listed together on the same booking itinerary does not guarantee that they will be adjacent to one another or otherwise in close proximity.

Passengers with Reduced Mobility: It is your responsibility to advise us, prior to booking, of any conditions/disabilities that may affect your travel. Where possible, we will enquire with the Service Provider about the suitability of Arrangement for you, however we can give no guarantees. It is recommended that you make your own independent enquiries to ensure the Arrangement of your choice is suitable for your particular requirements before making your booking.

19. Building Work

From time to time, maintenance, renovation or refurbishment and its associated noise are unavoidable at a hotel/accommodation. If we are notified of such works, we will inform you before you make your booking or within a reasonable time of us being notified.

Please note that municipal works (for example road works) and other third-party building work in the vicinity of your accommodation is not the responsibility of the accommodation or Service Provider.

20. Law and Jurisdiction

These Agency Terms and Conditions are governed by English law and the courts of England and Wales have exclusive jurisdiction over any dispute or matter arising out of these Agency Terms and Conditions (unless you live in Northern Ireland or the Republic of Ireland, in which case you can bring proceedings in your local court under Northern Irish or Irish law, as applicable.)

21. Service Provider Terms and Conditions

22. Flight Providers

  • Gold Medal flights
  • Teletickets flights

These Terms & Conditions are applicable from 30 April 2018.

Registered address: 4th Floor Of The Triangle, 5-17 Hammersmith Grove, London, W6 0LG.
CAR license number: TA0774