Keytel Terms & Conditions of Booking

Officially-Appointed Representative of the Paradors, Les Collectionneurs, Keytel Hotels, and ‘Preferred Agent’ of the Pousadas and the Pestana Hotels & Resorts.

Terms and Conditions of Use of this Parador booking system

This online reservation system allows you to check availability and to make reservations in real time for any date of the year in accordance with the conditions established herein.

All rates and special offers are subject to the conditions published on our website www.keytel.co.uk. Should you select the rate of an age-related offer that you do not qualify for under the conditions displayed on our site, you will be required to pay the difference between the rate selected and the rate displayed on the day by the Parador, Pousada or Pestana hotel reserved. Keytel International is not responsible for the setting of rates nor for the verification of users’ ages when using age-related offers, and it is the user’s responsibility to select the correct tariff at time of booking. The ages of all guests are verified by each hotel upon arrival. 

Reservations

Paradors: This system allows you to make reservations up to a:

Pousadas and Pestana Hotels: This system allows you to make reservations up to a minimum of 5 days prior to your arrival date.

General:
In high season, certain restrictions apply to the board basis or minimum length of stay at some hotels. Availability will only be displayed for the room types, tariffs and board bases that can be booked for the dates selected.

To use this system you must provide your credit/debit card number to confirm your reservation(s) and your contact details so that we may contact you with any necessary information regarding your reservation(s).

Confirmation of reservations, as provided by the system, remains subject to validation of your credit/debit card information.

Should there be any error in the credit card information provided, your reservations will not be confirmed and in the case of reservations prepaid through Keytel International, the system may advise you accordingly. In the case of reservations booked on direct payment basis in euros, the system may not advise you in advance.

Prices are displayed in pounds sterling at the "Itinerary", "Your Booking" and "Booking Confirmation" stages and the total cost of the tax* is included in the prices displayed (*excluding any Tourist taxes to be paid locally such as that of hotels in the region of Catalunya and Lisbon city).

Prepaid reservations through Keytel international in pounds (Paradors and Pousadas): Once your credit/debit card details have been authorised, the total cost of the reservations made will be charged to your card and you will be presented with the booking confirmation and vouchers that correspond to each reservation made. Should your card details not be authorised, you will need to contact us to make payment and your reservations will only be held for 1 working day or until the cancellation deadline outlined below.

Please note that you are required to print off these vouchers and present each one on arrival at the corresponding hotel.
No surcharge will be applied for payment by debit card or personal credit card. However payment by a corporate or business credit card will incur a surcharge of 1.8% which is displayed separately.

Direct payment reservations (only for Paradors) to be paid in euros, no credit card surcharge will apply. In the case of booking non-refundable rates, each Parador will charge your card for the full payment due at the time of booking. In the case of reservations that are not on a non-refundable rate, your card will be used as a guarantee of payment for the full cost of the accommodation and board booked, and the cost of the reservations will be charged by the Parador(s) upon arrival. You may still be liable to pay the full cost to the Parador(s) concerned even if you decide to cancel your accommodation later, subject to the cancellation policy below.

Please note that you are still recommended to print off these vouchers and present each one on arrival at the corresponding Parador. 

Amendments

THIS SYSTEM HAS NO FACILITY FOR AMENDING RESERVATIONS ONLINE.

All amendments to confirmed reservations need to be requested through Keytel International by phone during normal office hours or by email on the contact details below. Keytel International will make the necessary amendments to your booking (subject to availability) and will issue you with your new booking confirmation and new vouchers for the whole itinerary. Any additional payment or refund due as a result of the amendment to your original booking will be charged to or credited to your card, as appropriate. The corporate or business credit card surcharge is non-refundable.

All amendments are subject to the availability both of the room(s) and of any offer(s) that may apply, and subject to the condition of the tariff originally booked. Non-refundable reservations cannot be amended or refunded. Amendments are not subject to any charge up to 3 working days prior to arrival date provided that the amendment can be made. Where special offers apply, these offers are restricted to a limited allocation of rooms per night, and when a reservation already confirmed on a special offer rate is modified, the availability of the new date(s) or room(s) on any "special offer" cannot necessarily be guaranteed. Please be aware that prices vary depending on the dates and hotel selected, so an additional charge (or refund) may apply.

Amendments requested within 3 working days* prior to arrival may incur a cancellation charge which normally corresponds to the cost of the first night booked and this will be made clear in any communication with Keytel at the time of making the amendment or any subsequent communication on this matter (*subject to the tariff being modifiable).

Cancellations

CANCELLATIONS TO CONFIRMED BOOKINGS CANNOT BE MADE ONLINE AND MUST BE ADVISED TO KEYTEL INTERNATIONAL.

All cancellations must be advised in writing by email to the contact details below.

All claims for a refund in respect of a cancelled booking must include the reference number on your booking confirmation, details of the bookings to be cancelled and all corresponding vouchers.

Prepaid Reservations (Pousadas, Paradors and Pestana hotels): For cancellations advised 3 working days or more in advance of the first arrival date, all payments made will be refunded to your credit/debit card, less any credit card surcharge that applies, unless you have booked a non-refundable rate, in which case no refund can be given. If you have reserved a rate which has an earlier deadline for cancellation, full charges will apply from the date of this deadline. Any (corporate or business) credit card surcharge is not refundable. Please see your confirmation invoice for any specific changes to the general cancellation policy that applies to your booking(s). In the case of a modifiable reservation cancelled within 3 working days of the arrival date, the cost of the first night's stay will not be refunded.

Please note that if you are cancelling a reservation within 3 working days of the arrival date and are advising us outside of our office hours, you are required to immediately cancel your reservation(s) directly with the hotel(s) concerned, to obtain their cancellation reference and then notify us of this cancellation reference in order to apply for the appropriate refund. Any such application for a refund will require this cancellation reference.

Direct Payment Reservations (Paradors): Reservations booked on a modifiable tariff on direct payment basis can be cancelled without charge up to 10am, 48 hours prior to arrival, either by telephone to Keytel International during office hours or direct to the Parador(s) booked. However a reservation made on a non-refundable, non-cancellable tariff cannot be cancelled and no refund will be given. Keytel International must be advised at the earliest opportunity to ensure that cancellation charges are avoided whenever possible, and it is your responsibility to ensure that any cancellation sent by email is actioned prior to the cancellation deadline and that you obtain a cancellation reference as proof of cancellation.

In the case of a 'no-show', no refund whatsoever will be made.

We strongly recommend that you obtain adequate insurance cover against enforced cancellation.

Office Hours:
Monday to Friday: 9:30 AM to 5:30 PM (excluding UK bank holidays)

Contact Details
Address: Keytel International, The Foundry, 154-156 Blackfriars Road, London SE1 8EN
Telephone: 0207 199 6360 / 0800 160 1013
Email: info@keytel.co.uk

Data security

If you have selected to prepay your reservations through Keytel international in pounds, your payment will be handled by our payment partner Sagepay – approved by Barclaycard - who will process your credit or debit card information over a secure, encrypted connection for maximum protection. For further details on Sagepay, please visit www.sagepay.com

All of your data will be treated as strictly confidential and will not be passed on to any other third parties. Keytel International does not store your credit/debit card data at any stage in the process. All data is collected by Sagepay’s secure pages.

If you have selected to pay your reservations direct to a Parador(s) reserved in euros, your credit or debit card details will be passed to the Parador(s) reserved via the Paradors’ reservation system and no payment will be taken by Keytel International at any time.

Privacy

We do not underestimate the need to keep your personal data secure and confidential. We only require the minimum information necessary to make a hotel reservation for you and to collect credit or debit card details for payment through Keytel International. We will never approach you for additional information by email or telephone unless required in the process of making your reservation or charging your card. Keytel International does not share your data with third parties.  Please find our full privacy policy here.

General

Proceeding with any transaction constitutes full acceptance of the stated terms and conditions.

VAT changes may occur at short notice or with no notice at all and these changes are determined by national Governments.

We will endeavour to notify you as quickly as possible if the tax charged on your reservation(s) will be increased or decreased, but should we be notified that the level of tax/VAT that applies to your reservation(s) has changed at any time, we reserve the right to pass on this increase or decrease.

You must be at least 18 years of age to perform any transaction.

Keytel International reserves the right to hold the user accountable for any wrongful use of this system or for non-compliance with the stated terms and conditions.

Keytel International is the owner of the copyright of the material contained on this website. Access to this material in no way implies any license whatsoever for its reproduction and/or distribution, which is prohibited without express written consent from Keytel International.

For any dispute that may arise, the parties, expressly waiving their privilege, submit themselves to the jurisdiction of English law.

Keytel International takes no responsibility for interruptions, unavailability or any other type of error experienced during the operation of this system due to problems that may occur with any telecommunications or accessory services not connected with this company but required for the operation of the same.

All information provided by Keytel International is given in good faith and reflects our understanding of the information provided to us by our principals, for whom we act as agents. While we may be liable to you if we have been negligent, if we have misrepresented important information or have been in breach of any other relevant law, we have no contractual liability to you in respect of our principals’ products and/or operational activities.

Keytel International is the trading name of Key Tours Ltd, registered in England. Company Registration Number 07123334.

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