TERMS & CONDITIONS

Last update: August 2018

For Canadian consumers only:

All hotel reservations made via myhotels.aircanada.com ("the Website") are sourced and operated by Air Canada Vacations. Air Canada Vacations and Air Canada are in agreement to have Air Canada Vacations manage all hotel product information, hotel reservations, and consumer support for hotel reservations and inquiries on the Website. When booking a hotel via the Website, a consumer is entering a transaction with Air Canada Vacations, and is bound by Air Canada Vacations' the following Terms and Conditions. Before making your reservation, please carefully review the Terms and Conditions outlined below.

Air Canada Vacations is a wholesale tour operator and does not own, manage, control or operate any aircraft, ground transportation, hotel, resort, cruise ship, restaurant, excursions, multi-day tour itineraries, guided tours, escorted tours, railways, coach buses, car rental or other suppliers associated with the assembly of your booking.

The terms "we", "us", and "our" refer to Air Canada Vacations. The term "you" refers to the consumer.


ACCURACY OF HOTEL INFORMATION

Air Canada Vacations uses a third party content provider to provide hotel information. We make every effort to ensure that the hotel information described on the Site is current and accurate. However, Air Canada Vacations cannot be responsible for any inaccuracies or omissions contained herein. Hotel information contained herein is provided as a guideline only and should be verified directly with other available sources such as the hotel's website.


VALIDITY OF RATES

Prices or information could be different on your next website visit or session.

The hotel price is confirmed at time of booking. Air Canada Vacations endeavors to deliver the hotel you have selected. If the price increased following the imposition of an increase in the exchange rate, insofar as the exchange rate applicable before the date on which the services are provided has increased by more than 5% since the date on which the contract was entered into; and/or if the increase, without taking into account any increase in the provincial sales tax or Canada's goods and services tax, rising taxes, royalties or authorized charges by a competent public authority, is equal to or greater than 7% of the price of services, you may choose between a full and immediate reimbursement of the services or the provision of similar services. Reimbursements are processed by Air Canada Vacations within 14 days of receipt of your written request for cancellation.


HOTEL RESERVATIONS


Supplier Rules and Restrictions

Any specific hotel requirements are under the "Purchase Summary" section, during the booking process after room selection.

You agree to abide by the terms and conditions of purchase imposed by any hotel supplier ("Supplier") with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the Supplier's rules and restrictions, which are available through the Supplier, regarding availability and use of fares, products, or services.

Some Suppliers may require you to present a credit card or cash deposit upon check-in to cover additional expenses during your stay. Such deposit is unrelated to any payment received by Air Canada Vacations for your hotel booking with the Supplier.

Air Canada Vacations is not liable for any costs or fees incurred due to relocation.

You acknowledge that some third-party providers offering certain services and/or activities may require you to sign their liability waiver prior to participating in the service and/or activity they offer. You understand that any violation of any such third party provider's rules and restrictions, which are available through the third party provider, may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, and in your forfeiting any monies paid for such reservation. Air Canada Vacations is not liable for any cost or fees incurred by such violation.

Local taxes and fees may be applicable for hotel stays in the destination you are traveling to and are payable in local currency. Rates are subject to change without notice.


Hotel Bookings and Prepaid Reservations

You acknowledge that Air Canada Vacations pre-negotiates certain room rates with Suppliers to facilitate the booking of reservations. You also acknowledge that Air Canada Vacations provides you services to facilitate such booking of reservations for a fee (the "Service Fee"). The room rate displayed on the Website is a combination of the pre-negotiated room rate for rooms reserved on your behalf by Air Canada Vacations and the Service Fee retained by Air Canada Vacations for their services. You agree that your credit card will be charged by the Air Canada Vacations for the total reservation. Upon submitting your reservation request you authorize Air Canada Vacations to facilitate hotel reservations on your behalf, including making payment arrangements with Suppliers.

Some hotels offer free cancellation until a specified date. If this applies to your reservation, the "cancel by" date will be indicated during the transaction, as well as in the booking confirmation email we send you under the "Purchase Summary" section. In cases where free cancellation does not apply or the free cancellation period has passed, cancellations will be subject to a cancellation fee. You agree to pay any cancellation fees that you incur.

Some hotels offer the “book now, pay later” option. If this applies to your reservation, the "pay in full by" date will be indicated during the transaction, as well as in the booking confirmation email we send you under the "Purchase Summary" section. It is your responsibility to make sure that the form of payment is still valid at the applicable date of final payment; failure to do so will result in the cancellation of your booking.

All travel documentation pertaining to your reservation will be issued in electronic format. You will receive an attachment which will include your hotel. Attachments should be downloaded and printed for your records. Present your printed hotel voucher(s) at your destination. Upon receipt of full payment and all applicable fees, documents will be issued within 24 to 48 hours. Full payment must be made by credit card on the final payment due date as indicated during the transaction. The cardholder is responsible for all charges at time of purchase.


GOVERNMENT TRAVEL DOCUMENTS

Prior to making a booking and for more information on mandatory travel documentation, visit Government of Canada - Travel and tourism.


IF WE MODIFY YOUR BOOKING

Sometimes, reserved accommodations may no longer be available for reasons such as unexpected maintenance or hotel overbooking. In such cases, substitute accommodation of equal or greater quality will be provided. If, after confirmation, Air Canada Vacations makes a changes to your booking then we will contact you at the earliest convenience upon receipt of notification from the concerned supplier prior to your departure. In this case, Air Canada Vacations offers the following options:
a. Acceptance of the change as offered;
b. Selection of an alternate accommodation with Air Canada Vacations, based on availability. Any price differential resulting from substitution with a lower-priced alternative will be refunded. Customers are responsible for payment of any difference in price based on substitution of a higher priced alternative of their choice;
c. Cancellation of your accommodation booking with a full refund of the price paid to Air Canada Vacations.


REFUNDS

No reimbursements or refunds will be issued for unused travel services after departure. Refunds are not granted for bookings cancelled due to inclement weather or illness; these must be claimed through your travel insurance. No refund will be granted if a sale price is advertised after a reservation is confirmed. Aeroplan® Miles will not be restituted or refunded at any time.

 

GENERAL

Insurance
Air Canada Vacations strongly recommends the purchase of traveller's insurance offered by RBC Insurance. Government health plans have severely cut back their coverage of out-of-country medical care. For more information, please visit RBC's Travel Insurance page.


Email Communications

When you book your hotel at myhotels.aircanada.com, you will be able to opt-in to receive informational and promotional emails. Once subscribed, if you no longer wish Air Canada Vacations to contact you with offers, you may withdraw your consent by unsubscribing at any time. You can find an "unsubscribe" link at the bottom of every promotional email received by Air Canada Vacations email.


Currency

All rates are quoted in Canadian funds, unless otherwise indicated based on exchange rates, fuel cost, taxes, fees, charges and surcharges (including service charges imposed by Air Canada Vacations) as confirmed at time of booking.


LIABILITY

Liability of Suppliers
Air Canada Vacations makes arrangements with Suppliers. Air Canada Vacations makes every effort to deal with the most reputable suppliers; however, we are not responsible for their acts and omissions, and for acts and omissions of their respective employees, representatives or agents.


Hotel and Room Allocation

The hotel is responsible for room allocation in accordance with the room category reserved. Air Canada Vacations assumes no responsibility as to the location, décor, furnishing or type of bed in the room that may vary based on the room's location on the hotel property. If the customer would like to change rooms, such changes are subject to availability and additional fees may apply.

Additional hotelier terms and conditions may also apply.


Liability of Air Canada Vacations

Air Canada Vacations assumes no responsibility for any pertaining to the following:
• The act or omission of any third party, including Supplier and third party providers;
• Sickness, theft, labour dispute, mechanical breakdown, quarantine, government actions, weather, or any other cause beyond our direct control;
• Your failure to obtain the documentation required for your trip such as passports, visas, certificates and other travel documentation (in which case you are not entitled to any refund);
• Your failure to follow instructions including but not limited to check-in/check-out times;
• Cancellation or change for any reason in the accommodation services offered. We reserve the right to cancel or substitute accommodation services with a comparable alternative at our discretion, and Air Canada Vacations will advise you within a reasonable amount of time prior to departure of any such cancellation or change. If we must cancel your booking entirely, Air Canada Vacations' liability will be limited to a refund of all monies paid. A full refund, however, will not be granted where cancellation of travel must be made by Air Canada Vacations for any situations which are unusual and/or unforeseeable, i.e., any force majeure, including but not limited to, weather conditions such as inundation, any type of storm, hurricane, tornado or similar, fire, seismic activity, nuclear disasters, strikes, riots or civil conflicts, acts of war, terrorist actions, any public health emergencies or health risks, government actions, supplier bankruptcies and any other events beyond Air Canada Vacations' control.

Air Canada Vacations is not liable for the costs or other consequences that arise out of or result from any inclement weather conditions at any time and where Air Canada Vacations' contractual obligations with its suppliers does not allow for reimbursement of the sums paid to the supplier on behalf of the customer.

Air Canada Vacations reserves the right to decline any passenger at any time.


OTHER IMPORTANT INFORMATION


Customers with Special Needs

Any particular requirements for passengers with special needs must be requested at time of booking. Certain activities at the hotels may be inaccessible to persons of reduced mobility.


Check-in and Check-out Conditions

Hotel check-in is generally between noon and 3 p.m. Hotel checkout times may vary depending on the property but generally customers must vacate the room by 11 a.m. For passengers with late flights, every effort will be made to provide a hospitality room, however, this cannot be guaranteed, particularly during high season.


Holidays, School Breaks, Elections and Conventions

Availability of some hotel services and amenities may be limited during certain periods. These periods may include but are not limited to school breaks, spring breaks, religious holidays, elections and conventions. These periods may vary by location are controlled by local or particular authorities.

Air Canada Vacations assumes no responsibility for inconveniences customers may experience when travelling during one of these periods.


Insects

Insects may be found inside and outside of the hotel. Customers are encouraged to take all necessary precautions.


CUSTOMER SERVICE

Our Customer Service team is ready to answer all of your questions and to help you with your hotel booking. Regardless of Air Canada Vacations' liability, any incidents, including service cancellation or dissatisfaction must be reported to Customer Service as soon as possible to allow Air Canada Vacations an opportunity to provide assistance.


Phone

Before your trip
Call Customer Service toll-free at 1 833-752-2210

Monday to Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 9 a.m. to 5 p.m. ET
Closed on all major Canadian holidays

During your trip
Call Customer Care at 1 800-296-3408

Monday to Friday: 4 a.m. to 9 p.m. ET
Saturday and Sunday: 4 a.m. to 6 p.m. ET
Open during all major Canadian holidays

After your trip
For any inquiries regarding hotels or to file a complaint regarding a hotel, please use our
Support Contact Form.

 

Online

Fill out the appropriate online Travel Support Form


Mail

Air Canada Vacations Customer Relations
1440 St. Catherine Street W., Suite 600
Montreal, QC Canada H3G 1R8

 


All information provided to Air Canada Vacations remains confidential.

This site is published by Touram Limited Partnership, herein referred to as Air Canada Vacations
1440 St. Catherine Street W., Suite 600
Montreal, QC Canada H3G 1R8
Holder of Quebec license # 702566
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BC Registration # 32229

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