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Booking Policy

BOOKING POLICY

Thank you for contacting HEY HEY MALDIVES 


1.    POINTS TO CONSIDER BEFORE BOOKING

Heymaldives is a leading luxury.Budget resort Hotel specialist, based in the Republic of Maldives,  The exclusive Hotel and resorts featured on our website are direct contractual partners and most of them rank Haymaldives among their top performer, which allows us to offer great savings and benefits to our customers. Our head-office is located in the capital island city of Male’, close to all properties in the Maldives and within easy reach of other destinations, thus enabling us to conduct regular familiarization trips to our partner resorts to ensure that our Travel Consultants are well experienced and informed.  As an independent privately held company, we are able to provide prompt service and unbiased information to discerning travelers from around the world, whilst continuously striving to exceed our guests’ expectations.  TO plan your dream holidays in one of our beautiful destinations, please consider the following important points before booking, which will help you make the right decision.

1.1. Peak Season

Kindly note that the flucturations of prices during different seasons reflectd the demand. The peak season is the busiest period with the highest demand of the entire year.  Rooms will be booked several months in advance for peak and high season. Furthermore, particular conditions might apply – e.g.  a deposit  (which can be non-refundable for a certain high/peak periods) or a chargeable festive/Gala dinner might be compulsory at Christmas/New year Which will be advised upon booking. Therefore, we recommend to book months in advance, minimum 4 months (120 days), to avoid disappointment.

Please note that the season timings are slightly different for our destinations (see below). It is adamant that you check season timings before booking with Heymaldives , as these timings have considerable effect on rates, cancellation policies, room demand, etc.


 

Maldives

Peak season

15 dec – 26 Jan

High season

27 Jan – 15 May

Low season

16 May – 14 Dec


1.2. Minimun Nights

Minimum night requirements usually apply for peak seasons (ref. 1.1) based on the  resorts’ discretion and might therefore vary. For the Peak Season during the Christmas and New Year period usually 10-14 nights apply. For Easter a minimum stay of 4-10 nights might be required. If applicable, these will be advised at time of booking.

1.3 Groups

Usually,  bookings for a minimum of 5 rooms or more are considered as a group booking. Depending on availability and season, special rates might apply. Your personal Travel Consultant will inform you of possible options upon booking.(info@heymaldives.com, telephone number: +960 333 3501). Upon booking we cannot guarantee specific villa allocations for groups or large families.

 1.1.4 1.4 Room Availability

Please note that the room availability depends on the time of your request and consequently can change. We are not holding any rooms on your behalf unless you receive a written confirmation from us

1.5 Meal Options

Room Only

Bed & breakfast (BB)

Half Board (HB)

Full Board (FB)

All Inclusive (AL)

0 meals / day

1 meal / day

(breakfast)

2 meals / day

(usually breakfast / dinner)

3 meals / day

(breakfast / lunch / dinner)

3 meals / day

(breakfast / lunch / dinner)

Plus certain extra snacks, alcoholic & non-alcoholic drinkd

(with exceptions)

 

Usually all meals (as part of BB, HB FB and AL) are to be taken at the resort’s main restaurant (often buffets) except the resort offers a dine around option for a surcharge, while certain à la carte dishes would be charged extra (e.g. caviar, lobster). Beverages are normally not included, if you book a certain meal plan. There will be no refund for unconsumed meals. Many of our partner resorts offer in-room dining with the menu available in your room which is normally not included in any meal plan and will thus be charged separately subject to an additional surcharge.

Please advise your personal Travel Consultant upon booking on any special dining arrangements (e.g. vegetarian, diet requirements, non-alcoholic, food allergies etc.)

1.6.   Children

Some properties are more suitable for children than others due to their specific concept and the kind of facilities on offer (e.g. Kids Club, kids’ pool, baby-sitting service, family villas). With regards to safety aspects over-water villas for example are not advisable for younger children and most of the resorts do not accept children in this villa category. However, some resorts make exceptions, if you sign a disclaimer. The minimum age required may differ from resort to resort.

Kindly note that a child aged 12 years and above at the time of travel, is considered as an adult referring to room rates, meal plans etc. but the child policy and age criteria might differ from resort to resort. For this reason we kindly urge you to inform us about your children’s age when requesting for an offer. Our professional Travel Consultants will be pleased to advise you on the best available options accordingly.

Infant policy varies from resort to resort, please reconfirm with your Travel Consultant regarding the relevant policy for the resort in question.

1.7.   Website

Every effort has been made to ensure the accuracy of descriptions and information featured on our website. However, we are not always able to control all the components of the holiday arrangements and thus kindly advise you to check any crucial details with you personal Travel Consultant at the time of booking. If you are booking in advance, your personal Travel Consultant will keep you posted on any substantial charges, if applicable

1.8. Rates

Rates featured on our website are per Room, per night in US Dollar in Double occupancy and if mentioned in property price with occupancy , if not stated otherwise, and subject to taxes and service charge. These are only estimated, indicated rates since the final price depends on various factors such as season. Number of persons, villa category, meak plan, etc

1.9. Data Protection and Privacy

We request your personal data for the sole use of processing and finalizing your reservation. Any information provided will be treated with the utmost confidentiality. Therefore, this data will only be used for the purposes of carrying out bookings and communicating with our partner resorts in respect of your booking. To this extent, you authorize Heymaldives to use your data and disclose it to our partner resorts or third parties providing services requested by you. Being accredited by VeriSign, the leading SSL Certificate Authority in the world, you can rest assured that your personal data is transmitted securely while using our website. Please visit http://www.verisign.com/ for further details.

1.10 .Travelling incognito/discretely

If you wish to travel incognito/discretely, we offer a special booking service where your real name is only revealed to designated members of our and the resort’s senior management team. Due to government legislation, every hotel/resort in our collection is obliged to collect complete details of all travelers. For this reason, we require time to prepare the documents accordingly. Please contact us at info@heymaldives.com , telephone no. +960 333 3501, if you require this special service, and mention “discrete service” when contacting us for the first time.

1.11.    Check-in/Check-out details

The resorts’ check-in time is usually 14:00 hrs (2pm) and check-out time is normally at 12:00 noon (rarely at 11am) exact times will be advised at time of booking.

1.12.    Early Check-in

Should you wish a guaranteed Early Check-in, you will need to book your room 1 day prior to your arrival.

1.13.    Late Check-out Charges

The following charges usually apply for late Check-outs:

To keep the room/villa until 18:00 hours (6pm):

50% of the rates (subject to availability at the time)

To keep the room/villa after 18:00 hours (6pm):

100% of the room rate (subject to availability at the time


1.14. Destination Representatives 

Our meticulously selected and appointed Destination Representatives are stationed directly at the  International Airport to assist you upon arrival and departure with your luggage and transfers. Upon your arrival, one of our representatives will be waiting for you at the arrival hall, holding a board displaying “Heymaldives”. You will then be escorted to your respective resort transfer (ref.2.). In order to organize a smooth arrival and transfer, We require your arrival flight number and arrival time no later than 7 days prior to arrival, except for last minute bookings. Upon your departure, you will be picked up from your resort transfer or directly from the resort to escort you to the check-in counter/lounge at the departure terminal while our porter will be assisting with your luggage.

1.15.    Hotel/Resort Voucher

Upon your arrival at the International Airport, our Destination Representatives will hand the hotel/Resort voucher over to you (if you paid by credit card slip for your signature, ref 4.2, 4.3) guaranteeing your stay. Please Ensure to keep all vouchers safe during your transfer to present it upon check-in at the resort.

2.
TRANSFERS TO/FROM THE RESORT

The transfer modes to/from the resort islands and the duration of the transfers vary due to their respective distance to the International Airport and will be advised upon booking. Please note that transfers can either be private or combined and will always organize from or to the International Airport. If private transfers are required, they will be confirmed by us in writing (ref. 2.1.). we require  your international flight details latest 7 days prior to to arrival to organize the transfers accordingly. Please find below the transfer options available for our destinations.

2.1. Private Transfers

If you book a private transfer (usually originating from/to the International Airport), you are not required to wait for other passengers nor to stop over during the journey. We recommend a private transfer in particular if you are staying at more than one resort to save time in bypassing the International Airport during the transfers from one resort to the next you can book private Transfer by online on www.atolltransfer.com.

2.2. Combined Transfer

All transfers are combined transfers organized from or to the international airport unless private transfers are requested and confirmed by us in writing. Combined transfers usually accommodate a group of passengers. Therefore, combined transfers include waiting time for other passengers who might be arriving on different flights, varying between only a few minutes to even hours.

2.3. Staying at more than one resort

If you are on a longer vacation and sharing your stay between two or more resorts, we strongly urge you to book a private transfer for the resort change to save time by passing the international Airport. Only a private transfer brings you directly from one resort to another at a time most convenient to you, ensuring maximum flexibility and comfort.


2.4. Transfer Options

Transfer Options*

Combined Speedboat

Combined Seaplane

Combined Domestic Flight

Ferry Boat Transfer (dhoni)

 

·         The mode of transfer depends on the destination you choose

 3.            PAYMENT POLICY


3.1 Personalized Quote/AP Invoice

Our Travel consultant will send you a personalized quote based on your preferred travel dates, indicated budget and additional information/preferences provided. You will receive a limited number of offers since these will be already the ones best suiting your requirements and preferences. The prices mentioned in your personalized quote are usually valid for 14 days, unless stated otherwise. Once you confirm one of the quotes, we will process your booking. You will receive a booking confirmation, Heymaldives pro forma invoice and payment receipt, as soon as  we have received your written consent to the booking confirmation as well as the verified pre-payment . Our Heymaldives pro forma invoice will mention all the services you have booked and pre-paid to Heymaldives directly with the resort at resort’s charges respectively. Upon your arrival, our destination representatives will hand over the original hotel/resort voucher to you. We herewith inform you that we do not provide detailed cost breakdowns of our invoices.


3.2. Booking

Reservations/Booking are subject to availability at the time of booking. Upon contracting one of our Travel Consultants (info@heymaldives.com , telephone: + 960 333 3501) you will receive a case ID (heymaldives followed by 5 numbers) to be used as an identifying reference in the subject line of every email. A written booking confirmation will be sent to you only when we have received and verified your payment.

3.3. Payment Policy

The following scale of charges will be payable upon receipt of booking confirmation

%of invoice

Payable

% of invoice

Payable

Please note that special payment policies are applicable for Peak Season

1st payment


100%

2nd payable


NA

                                       

All Other Periods (excluding Peak Season)

                                                       %of invoice payable               %of invoice payable



Bookings confirmed 91 days    US$1,000.00 for booking value         90%

And more prior to arrival  <= US$10,000.00                        60 days prior to arrival


***please refer to EXCEPTIONS

                                OR                           

LIST below for special            10% of booking value if

Conditions for certain resorts  > US$10,00.00

 

                                               *** Refundable. Please refer to

                                                    Point 5.5 of this booking policy

                                                        %of invoice payable               %of invoice payable


Bookings confirmed 90 to 61                  50%                                50%

Days prior to arrival                          upon confirmation          60 days prior to arrival


***please refer to EXCEPTIONS

LIST below for special

conditions for certain resorts

                                                       %of invoice payable               %of invoice payable



Bookings confirmed 60 to 1 day(s)             100%                                      n/a

Prior to arrival.                                        upon confirmation


***please refer to EXCEPTIONS

LIST below for special

conditions for certain resorts


bookings confirmed for peak season      50%                              50%

                                                                                                121 days prior to arrival



Types of payment 

Kindly note that we require prepayment (please refer to 3. for further details) to process a booking. We will issue issues a payment receipt once the payment is verified and received. Please note that except for Visa or MasterCard where the payment can be verified immediately, all other modes of payment (e.g. American Express, telegraphic transfer/bank wire, Internet banking) take 4-7 banking days to be verified by our Finance department. If you wish to pay by credit card: we accept Visa, MasterCard and American Express only. Upon your arrival at Ibrahim Nasir International Airport one of our Airport Representatives will present the credit card slip for your signature. Please note that we are unable to accept debit cards or personal cheques. Furthermore we strongly discourage cash payments. Please find below the possible modes of payment.


Telegraphic Transfer/Bank Wire

upon your request we will send you our Bank Details.

All bank charges are to be borne by the originator of the remittance. email a copy of the remittance to Finance at: info@heymaldives.com (telephone number: +960 333 3501) and kindly inform your personal Travel Consultant in order to complete your booking records . Our Finance department will take 4-7 banking days to verify your payment (ref. 4.).We accept the following credit cards: VISA, MasterCard, and AMERICAN EXPRESS 


PAYPAL 

We accept credit cards and debit cards issued in most countries as listed in the billings section by paypal.For Maldives the Paypal Transaction money Transfer charge is 8.5% .in order to minimize expenses we recommend for Bank Transfer. 

Please note, bookings are confirmed only upon submission of payment. If your credit card payment is not processed for any reason, we will notify you within 24 hours. If there is a Fare change while processing your transaction, you will be notified and you have the right to decline this transaction and you will not be charged.

We provide a 100% Safe and Secure Credit card transaction guarantee.

Please note, all hotel, holiday package, cruise and tour/activity bookings are only confirmed upon delivery of complete confirmation details to the email you provided with your reservation.

In order to provide you further safety, when certain transactions are determined to be high risk by our systems, we will not process such transactions unless our credit card verification team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank.


Payment by VISA or MasterCard

®     (credit card authorization form will be send to your email )

Only by paying with VISA/MasterCard can your payment be verified immediately and consequently your reservation can be processed right away. Once completed In block letters and signed, please email the form to your personal Travel Consultant or email to sales@heymaldives.com . Please ensure that the card holder and the signer of the credit card authorization are the same person – this is essential for bank verification purposes and validation. Usually, your personal quote is inclusive of the applicable card processing fee unless indicated otherwise.


CANCEL AND REFUND

All of our holiday packages, hotels, / Resorts cruises, Guest Houses  and our service fees are NON-REFUNDABLE. Trip protection insurance is refundable within 10 days of purchase if travel has not commenced and you have called our customer service center + 960 333 3501 to cancel.  All cancellations must be done in writing via email.

•    If you have applied for a cancellation and refund with us and if the fare rules provide for cancellation and refunds

•    If you are not a "no show" (most "no show" bookings are in-eligible for any waiver from suppliers for refund processing)

•    If we are able to secure waivers from suppliers to process this cancellation and refund

We are still unable to provide a specific time line it may take for this refund to be processed. All refund requests are processed in a sequential format. Once you have provided our customer service agent with your cancellation request, we will then send you an email notification that your request has been received. This notification does not automatically qualify you for a refund. This only provides you with an acknowledgement of your request and provides you with a tracking number. Upon receipt of your request we will work with the suppliers' such as hotels and cruises to generate a waiver based on supplier rules and we will then notify you of the supplier decision. Please note that we are dependent on the suppliers for receiving the refunds. Once the refund has been approved by the supplier it may take additional time for this to appear on your credit card statement. Generally, all suppliers will charge a penalty for refund.

This entire process may take 60-90 days from receipt of your request to receiving credit on your statement. Apart from the suppliers, heymaldives will charge a fee for processing this refund ranging from USD 100.00 - USD 300.00 (USD One Hundred to USD Three Hundred). All refund fees are charged per booking basis. These fees will only be assessed if a refund has been authorized by the supplier or a waiver has been received and when the supplier rules permit such refunds. If such refund is not processed by the supplier, we will refund you our fees that may have been charged to you for such processing.


Last minute booking 

we always recommend to make the booking before 30 days of your arrival in order to minimize your expenses  , We accept Last minute booking " subject to availability of property" All Last minute booking should be paid 100% of your invoice. All Last minute booking payment accept by PAYPAL which charge extra 8.5% of your total invoice.