Booking Conditions

Booking Conditions in Detail

For the most current booking conditions, download the pdf here
How to book

1. Goods & Services Tax
2. Program Validity
3. Deposits and payments
4. Single supplement
5. Rail bookings
6. Booking & Amendment fees
6.1 Amendment fees for:
  • a. Brewster Vacations
  • b. Rocky Mountaineer
7. Late bookings
8. Unused Services
9 Invoices
10. Errors and omissions
11. Cancellations
  1. Coach tours
  2. Hiking & biking
  3. Rail package
  4. Rail tickets
  5. Seat reservations
  6. Rail passes
  7. Car hire
  8. Theatre tickets
  9. Airline tickets

12. Travel documents
13. Extra services
14. Extra nights & car days
15. Costs not included
16. Changes to programs
17. Hotel descriptions
18. Room & bedding guide
19. Children
20. Specified meals
21. Car rental
22. Hotel check-in & vehicles
23. Sightseeing
24. Documents & baggage
25. Pre departure contact
26. Special events, Fairs
27. Maps and graphics
28. Luggage
29. Travel insurance
30. Booking arrangements
31. About costs
32. Consumer Protection
33. Our Responsibility
34. Consumer claims
35. Law of Contract
36. VISA Information

How to Book
Select the tour / itinerary of your choice and then consult your Travel Agent who will make the reservation request. Please note that all reservations are subject to availability at the time of booking. Any verbal quote given is an estimate only of the price which will be subject to a written advice on confirmation of the reservation.

Dispute Resolution
Complaint Procedure
Download the PDF here
Complaint Form
Download the PDF form here and fill in the details

How We Work

Download the Booking Condtions as a PDF

1 Goods and Services Tax – GST
Does not apply to overseas arrangements such as hotels, tours, hire cars but does apply to service fees charged in Australia, such as amendment and cancellation fees. Where applicable, GST is included in the prices quoted.
2 Brochure and Website Validity
This programs within this website and in our brochures are valid from 1 April 2014 to 31 March 2015, except where indicated otherwise .

3 Deposits and Final Payments

Deposit: A NON-REFUNDABLE deposit of A$165.00 per person for land-only bookings, A$330.00 per person for all coach tours & packaged holidays, A$550.00 per person for all Brewster Vacations Canada Inc. and Rocky Mountaineer Tours, is payable at time of placing your booking. In the event where your booking request cannot be confirmed, we will refund your deposit in full.

Final Payment: Final payment is due 60 days before your departure date from Australia for all products (except for CIE Tours International, Brewster Vacations Canada Inc. and Rocky Mountaineer products and services) booked with Holidays on Location including packaged holidays with rail travel segments that may remain unconfirmed due to reservation of the same being out of range at the time full payment is due. Final Payment for CIE Tours International, Brewster Vacations Canada Inc. and Rocky Mountaineer products and services is due 75 days before your departure date from Australia.


4 Single Supplement

Single occupancy of a room by choice or circumstance is subject to the applicable supplement as charged by the service provider.

5 Individual Rail Bookings

A minimum fee of A$33 per booking will be levied on all point-to-point European and Canadian rail bookings, and seat reservations .

6 Booking and Amendment Fees

Booking conditions and amendment fees apply to all products and services except for Brewster Vacations Canada Inc. and Rocky Mountaineer products and services.
PLEASE NOTE: Booking fees are applicable for one-night stays and when no accommodation has been booked with requested service.
Prior to document issue: One change permitted without penalty (excludes airline, rail, cruise or other services where an amendment may be treated as a cancellation). Subsequent amendments will attract a fee of A$55 per file, per amendment. An amendment is a change to an existing booking and not a transfer to another tour, where cancellation fees may apply.
Correct names: To avoid any possible inconvenience or denial of service. It is important that the booking name given to Holidays on Location is exactly as shown in your passport. Any name, initial or spelling change will incur a fee of A$55.00 per file and if this is required to be made after documents have been issued a A$110.00 per file will apply. Proof of age to qualify for a seniors discount must be evidenced before the booking is confirmed. After confirmation but before document issue a fee of A$55.00 per person and after document issue and if the discount can be secured a fee of A$110.00 per person will apply to change a confirmed booking.

6.1 Amendment Fees for:
a. Brewster Vacations Canada Inc. 

We, at Holidays On Location, advise and declare the following special amendment fees and conditions imposed by Brewster Vacations Canada Inc. as follows: “Any amendments or cancellations cause administration and communication expenses as well as potential loss of revenue to Brewster.These costs will be absorbed (unless otherwise identified at time of reservation or indicated in the tariff ) up until the cancellation policies listed below take effect. Notification of cancellation is based on a working week in Canada and must be received in writing. Weekend days or statutory holidays cannot be calculated in “days” prior to policies for cancellation fee avoidance. Submission of cancellations to Brewster Vacations Canada during non-business days or hours of operations may result in a late cancellation submission to the reservation. Please be aware of time zones and dates when submitting cancellations to Brewster. An acknowledgement of cancellation notice will be sent; should you NOT receive this notice, then cancellation has NOT been received by Brewster Vacations Canada and must be resent. Charges will be based on the date cancellation is received by Brewster. In the event of major fuel price increases, Brewster Vacations Canada Inc. Reserves the right to adjust the contracted price accordingly with a fuel surcharge.”

b. Rocky Mountaineer
We, at Holidays On Location, advise and declare the following  amendment fees and conditions imposed by Rocky Mountaineer as follows:
“Rocky Mountaineer charges full cancellation policies for Name Changes, which includes spelling corrections for misspelled names. Rocky Mountaineer SilverLeaf and GoldLeaf: Full penalty applies at 61 days prior to the first day of travel. Name changes are subject to a A$65 per person fee (RedLeaf , SilverLeaf & GoldLeaf).”

7 Late Bookings

7.i Bookings made within 60 days
If a booking request for all products is received within 60 days prior to departure from Australia, full payment is required at the time of placing the booking.
7.ii Bookings made within 10 days
If a booking request for all products is received within 10 working days prior to departure from Australia, full payment is required at the time of placing the booking and will incur a fee of A$33 per booking.

Please note that certain products booked may incur additional late fees.

When placing a booking request for all Brewster Vacations Canada Inc. and Rocky Mountaineer products within 75 days before your departure from Australia, a full prepayment is required before confirmation.


8 Unused Services

Holidays in Location does not authorize employees of overseas suppliers or service providers to promise a refund to clients for UNUSED SERVICES. All such services unless otherwise specified on voucher documentation issued by Holidays on Location remain non-refundable.

9 Invoices
All confirmed bookings will be issued with an invoice outlining all services booked. It is the responsibility of the booking agent to ensure that all details are correct and all cancellation conditions are acknowledged and understood by the client.


10 Invoice Errors and Omissions (E&OE)
The right is reserved to correct any errors in rates quoted or calculated for any service notwithstanding that the invoice may have been paid in full.

11 Cancellations

Should you or any member of your party be forced to cancel your travel arrangements you must advise in writing your travel agent or Holidays On Location without further delay.

The following charges (including GST where applicable) will apply for all except Brewster Vacations Canada Inc., CIE Tours International and Rocky Mountaineer product and services and other coach tours.

If you cancel your reservation 60 days prior to your departure from Australia, your deposit is NON REFUNDABLE, nor can be transferred or credited to another booking.

Cancellation within 60 days of departure:
A- Your deposit is non refundable. PLUS
B- Additional charges levied by hotels, rail services ground handling agents or agencies and your Travel Agent up to 100% of the total cost of travel arrangements may not be refundable.

Exception to the rule are charges imposed by Coach Tours, Hiking and Cycling Tours, Rail Packages, Point to Point Rail Tickets related seat reservation charges to any form of Rail Travel and Rail passes where different terms and cancellation conditions may apply as listed below:-


Tour Type 61+ Days 60-35 Days 34-15 Days 14-0 Days
Coach Tours ^* Deposit 45% 60% 100%
Hiking/Cycling^ Deposit 35% 50% 100%
Rail Packages^ Deposit 45% 60% 100%
*Excluding Brewster Vacations Canada Inc, CIE Tours International and Rocky Mountaineer Red, Silver and Gold Services
Tour Type 75+ Days 74-46 Days 46-15 Days 14-0 Days
Brewster Vacations^ Deposit 25% 80% 100%
CIE Tours International Deposit 25% 50% 100%
Rocky Mountaineer^ Deposit Deposit +150 100% 100%
^ = Percentage of total gross value of tour booked.


11d. Point to Point Rail Tickets:

Refunds where applicable, will be paid on a point-to-point rail ticket (except advance purchase tickets, where no refund applies once confirmed) provided the ticket is stamped as cancelled by any rail station in Europe, and is returned to our office prior to date of travel, in the original jacket of issue. Refunds and exchanges are subject to a minimum 25% cancellation fee.

11e. Seat Reservations for Rail Travel:
After issue of ticket, non refundable.

11f. Rail Passes:

Refunds where applicable, will be paid if a pass is returned to our office totally unused and unvalidated by a rail station, and in the original jacket of issue. This must be done before the first day of validity of the pass, and within six months of the issue date. Refunds and exchanges are subject to a minimum 25% cancellation fee.

Rail Passes cannot be refunded or reissued if lost or stolen.

11g. Car Hire:

Scale of cancellation charges. Note that no refund is possible after car pick-up.

72 hours prior 71-48 hours 47-24 hours Within 24 hours
No fee 2 days rental 2-4 days rental 4 days plus *
*4 days rental charge plus any other charges imposed by the car hire company or the value of total rental, whichever is the greater, may apply.


11h. Theatre and Concert Tickets:
Non refundable from date of order (refer 4 For Theatre /Concert tickets;
A signed credit card guarantee is required before placing the booking).

11i. Important Note:
No refund will be made on any pre-booked hotels, apartments, villas, homestays, transfers, transport and museum cards, cultural tickets, pre-paid restaurant bookings, city transport cards, day tours (no show: no refund) or other travel not used for whatever reason. No refund will be available for cancellations after holiday package has commenced or in respect of any tours, accommodation, rail, meals or any other services not utilised.

12 Travel Documents

All travel documents (including hotel vouchers) should be handled by the passenger with the utmost care. In general, travel documents will be issued in Australia. In some instances, travel documents will be exchanged on arrival at an International Airport, rail station or at check-in at the hotel. However, if the request for delivery (in case of a late booking) is instigated by Travel Agent or client, a private delivery fee of between A$55 and A$165 (GST inclusive) will apply, depending on the delivery address. No refund will be processed for unused vouchers. Lost or stolen or destroyed travel documents (rail, transport, theatre, concert, special events, museum, exhibit or sightseeing tickets) cannot be replaced or refunded.

Note carefully: Principals will only accept an official Holidays on Location voucher or their own voucher validated by Holidays on Location.

13 Extra Services

Holidays on Location and its associated representatives worldwide, will not accept responsibility nor approve requests to pay for additional charges for extra services requested by clients and not included in our final invoice. It is your responsibility to settle these charges, if any, before departure including parking and other fines or fees incurred when a rental vehicle is used.

14 Extra Hotel Nights or Car Rental Days

The special rates shown are available only when booked and paid in advance of your departure from Australia. Should you wish to obtain extra nights or additional days car rental when overseas, the cost will be at the local rates and cannot be booked through Holidays on Location.


15 Costs Not Included

Itineraries, packages and products do not include cost of travel from your home town to the city from which you are departing and the destination country you are travelling to overseas. You are also responsible for the cost of your passport, visas, airport taxes, fuel levies, government and local authority charges where applicable, excess baggage costs, insurance and items of a personal nature such as telephone calls, laundry, taxis outside of regular transfers provided, postage and communication costs, drinks, room service or meals, unless specified.

16 Changes to Prices and Itineraries

Selling prices were calculated on exchange rates current as at 1st December 2013. All costs are subject to change at any time by the principals and/or because of currency fluctuations.

No surcharges in respect of cost or currency deterioration will be made once full payment for your arrangements has been received. This guarantee does not apply to any taxes, charges or levies imposed by any government or their agencies or to errors or omissions. In exchange for these guarantees, no refund will be made if costs are reduced.

17 Hotel Descriptions

Descriptions featured are based on current international hotel guides and contractual agreements provided by the hotels and suppliers. Any facilities shown as included are subject to change at any time. Please note that air-conditioning is not a common standard in Europe or Canada.


18 Room and Bedding Guide

Prices in this brochure are based on existing bedding in the room. Request for particular bedding arrangements must be made at the time of booking. A twin room can be either a room with two single beds or one double bed (either one double or two single mattresses). Triple room rates can apply to either a full-sized triple room built to take three beds or to a twin  double room with an extra roll-away bed. The provision of hotel rooms is on a Run-of-House basis, unless otherwise specified. Particular room types e.g. interconnecting, twin vs double, can be requested but cannot be guaranteed.


19 Children

Costs vary according to the number of adults, ages of children travelling together, and accommodation selected. We will be pleased to quote on the required arrangements.

20 Specified Meal Services

Meal inclusions specified in accommodation packages are based on set menus offering a choice of meal options.

21 Car Rental

Each vehicle is supplied under the terms and conditions of the contractor. Rental inclusions will be detailed on the invoice we provide to your Travel Agent. Specific car types cannot be guaranteed. Rental vehicles cannot be taken into some European countries.

22 Hotel Check-in and Vehicle Rentals

Validation of a current credit card will be required by the hotel and hire car companies on check-in/car pick-up. For certain hire car categories, two valid credit cards are required.


23 Tours, Excursions and Sightseeing

These are provided by motor coach (regular services) and include the services of a tour escort when indicated and/or local tourist guide/s whenever necessary. Both the tour escort and the local guide/s will conduct the tour/s in more than one language. The tour company reserves the right to make changes to the tour programme, without notice.

24 Passports, Visas, Vaccinations and Baggage

Your Travel Agent will have full details of current requirements. Holidays on Location is not responsible for advising you of health, visa or passport requirements and is not liable for any loss or exposure incurred by your failure to comply with any such requirements.

25 Pre-Departure Contact

It is essential that you supply us with a contact telephone number where you can be reached, within 24 hours prior to your departure from home.

26 Special Events, Festivals and Trade Fairs

Bookings which run-over special events, festivals and trade fairs, may incur higher prices and cancellation fees.

27 Maps and Photographs
Maps are shown for general information and may not necessarily reflect actual routing, locations or services provided. Photographs show places in the geographic areas, but are not necessarily included in the itineraries or tours. Hotel room photographs may not be specific to the actual room occupied.

28 Luggage

Porterage at rail stations, ferry terminals, airports, bus /coach departure / arrival terminals, car rental locations and hotels without lifts is your own responsibility unless otherwise specified in your itinerary. Loss of baggage and personal items is at all times and in all circumstances at your own risk.
The luggage allowance for transfers from airport/rail station to city hotel by multi-stop shuttle service, private car or mini-van applicable to all passengers is 1 suitcase weighing up to 30kgs, to be stored in the luggage rack provided in the shuttle or the boot of the car. Oversize or additional pieces will not be carried by the booked transport vehicle. In such case, alternate arrangements must be made locally with the driver, and any additional cost settled on the spot. Carry-on hand luggage must be kept and carried on the person. Holidays on Location will not accept any billings beyond the contracted services.

29 Travel Insurance

Travel Insurance is not included in any of the prices in this brochure. It is a requirement by Holidays On Location that you have comprehensive travel insurance to cover you for the full duration of your journey for costs associated with illness, injury, death, loss of or damage to baggage or personal items, cancellation, loss of deposit, medical and hospitalization, repatriation and curtailment expenses due to illness, the need to return home unexpectedly, evacuation expenses, and accidental death or disability. Your travel agent is the most qualified person to provide professional advice in obtaining travel insurance. However, your are solely responsible for obtain the appropriate cover as set out above.

30 Booking Arrangements
All booking arrangements are to be made through your Travel Agent and the person making the booking shall be deemed to have accepted the Booking Conditions on behalf of all persons named in the booking. The contract will be governed by and subject to the Booking Conditions and to the general information contained in this brochure. No variation to the Booking Conditions shall be of any effect unless made in writing and with the authority of the directors of Holidays on Location. All communications from us will be sent to your Travel Agent. Your Travel Agent shall, on receipt of any monies, hold such monies for each and every person named in the booking until that booking is confirmed at which time, those monies shall be remitted to us.

31 About Costs
For each product or package in Holidays on Location 2014-15 brochures and web pages, included in the selling price are charges to cover costs of research, reservations from travel agents in Australia and from Australia to Europe, postage, courier charges, facsimile, telephone, bank charges, currency transfers, documentation, itinerary preparation, brochure production, printing, brochure distribution, advertising and remuneration to Travel Agents. No break-up of costs is supplied. Receipt of your deposit signifies your acceptance of these normal commercial costs and reservation fees paid to our overseas associates.

32 Consumer  Protection

Holidays on Location is a registered brand name used by Majestic International Travel Service Pty Ltd which holds a Travel Agent’s Licence (30186), is a member of the Travel Compensation Fund (or any consumer protection agency as mandated by Law) keeps all client monies in a separate bank account, and is a member of ASTA, the American Society of Travel Agents and AFTA, the Australian Federation of Travel Agents. All monies received by Holidays on Location are, as required by law, deposited on your behalf into a trust account as client monies in the name of Holidays on Location with the National Australia Bank, our bankers. We will be entitled to keep any interest earned on such monies. It is a condition of confirmation of your booking and acceptance of your deposit in respect of your booking that all monies paid by you to us through your Travel Agent whether by way of a deposit or otherwise in respect of your booking, may be disbursed by us, as and when we see fit or in respect of the services to be provided or fees payable relating to your booking and the payment of a deposit or otherwise for your booking shall be deemed to be a direction to disburse such monies aforesaid. As from 1 July 2014 Holidays On Location intends to become a fully accredited member of ATAS (the AFTA travel accreditation scheme).


36 Our Responsibility

Holidays on Location and/or its associated companies or agents, give notice that they act as booking agents only for the persons or companies providing products and/or services and all receipts, tickets, voucher coupons or exchange orders are issued subject to the terms and conditions of such products and/or services. Holidays on Location and/or its associated companies or agents, do not accept any responsibility for loss or injury to persons or property whether by negligence or misadventure by the principal contracted to provide the products and/or services. 

Holidays on Location and/or its associated companies or agents, are not liable for any delays, omissions, irregularities, illness, injuries, strikes, civil disturbances, wars, quarantines, floods or force majeure interfering with, altering, or adding to the cost of the products and/or services booked. Holidays on Location and/or its associated companies or agents, are not liable for any dissatisfaction the client may have with persons or companies providing or offering the products and/or services. The above exclusions of liability are subject to any statutory liability which may not be excluded by law. Holidays on Location and/or its associated companies or agents, do their best to make sure your arrangements are as agreed, however cannot represent or guarantee the standard, class or fitness for purpose of the product and/or service.
Holidays on Location and/or its associated companies or agents, only accept liability for, and only to the extent of, any loss or damage sustained as a result of its negligence or that of its employees. We are not liable for any act or omission or default, whether negligent or otherwise, of airlines, coach operators, shipping and rail companies, hoteliers or other persons providing products and/or services in connection with the product and/or services pursuant to a contract between them and yourselves and over whom we have no direct and exclusive control.

Holidays on Location and/or its associated companies or agents, are not liable in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government of any other authorities, accidents to/or failure of, machinery or equipment or industrial action (whether or not involving our employees and even through such action may be settled by agreeing to demands of a labour group).
It is the responsibility of the passenger to ensure that he or she is in possession of the proper travel documents and that they are in compliance with the current government and transport companies’ regulations. The right is reserved to modify the itinerary in any way considered necessary or desirable or to change any reservation, and/or means of conveyance, without notice and for any reason whatsoever. The right is also reserved to cancel or withdraw any tour, or any booking made for a passenger, or to decline to accept or retain any person as a member of a tour, for any reason whatsoever. No refunds can be made in respect of accommodation and meals not utilised and under no circumstances can refunds be authorised for tours and sightseeing excursions not undertaken.


34 Consumer Claims

Attempts should be made in the first instance to rectify any difficulties directly with the hotel management, our local representative or supplier. Should any difficulties not be resolved as they occur and you wish to lodge a claim, this must be made in writing with supporting documentation within 30 days of your return to Australia. The claim should be lodged through your Travel Agent.


35 Law of Contract

The Terms and Conditions published herein are governed by the laws of the State of Victoria, Australia, except when federal or other legislation takes precedence.

36 VISA Requirements

Depending on your nationality and passport held, Visas may also be required for travel to, or transit through various European and neighbouring countries, regardless of the passengers’ intention to disembark in that country. It is the passengers’ responsibility to check the routing of all rail journeys prior to embarkation and to make arrangements for any such visa requirement.

For further information visit the Australian Department of Foreign Affairs website at:
http://www.smartraveller.gov.au.