Terms and Conditions

Terms and Conditions

1. General terms and conditions

Trip to Cuba is an online booking platform of the Travel Agency, Trip to Cuba S.L.

Please read these conditions carefully. By checking “I have read, understood and agree with the booking conditions” you agree to comply with these conditions and confirm that you have the authority to accept these terms on behalf of all persons included in the group.

Under no circumstances will a reservation be processed without having formalized and accepted these TERMS AND CONDITIONS. Once a reservation has been made, the following Terms and Conditions will take effect. You agree to comply with these conditions.

These terms contain in their entirety the agreement between Trip to Cuba and the client and supersede any prior understanding or agreement (whether oral or written), and can not be corrected or modified unless expressly agreed to in writing with Trip to Cuba.

These terms and conditions contain certain exclusions and limitations of liability. If any part of the conditions turns out to be invalid or unenforceable, the rest of the conditions will remain valid. The condition that is not valid or unenforceable will be replaced by a valid and applicable alternative expression that results in the same meaning.

Carriers, hotels, car rental companies and other service providers are independent companies and are not agents or employees of Trip to Cuba. Trip to Cuba is not responsible for acts, errors, omissions, excess reservations, guarantees, infractions or negligence of any of these providers, nor for personal or property damage, death or other damages and costs derived from the aforementioned. Trip to Cuba is not responsible and will not refund money in case of delay, cancellation, overbooking, strikes, force majeure or other causes beyond its direct control, and will not be responsible for any additional expense, omission, delay, change of itinerary or other acts of the government or other authority.

When making a reservation on our booking portal, you are due to these conditions. A binding contract will take place between you and us at the time we send you the confirmation of payment and the Voucher, regardless of whether you receive it or not.

We act as an intermediary agency for third party suppliers, such as tour operators, hotels, car rentals, carriers, etc. This means that the contracting of the product takes place between you and the supplier. However, we assume responsibility with you in case we have been negligent, have falsified important information or have violated any other relevant law.

Trip to Cuba provides online booking services based on a response time of 3 working days after the services have been requested and have the status of “Pending confirmation”. In this period, we will do everything in our hands to confirm the requested services and if there is no availability, propose a similar alternative option that is available. Trip to Cuba will have no obligation to provide a service at the price offered until the moment your reservation is confirmed and we have received your payment.

When you receive the confirmation notice and the corresponding Voucher, it is your responsibility to check that all the data included in them is correct. Trip to Cuba urges you to print the Voucher and take it with you to be presented to the representatives of each requested service. In any case, in case of any problem, please contact us as soon as possible.

In the majority of cases where the reservation does not have immediate confirmation, a pre-booking will be made first, where the client will pay a symbolic amount of the reservation that he wishes, as a commitment of the client to use the services with us, understanding that the amount will be subtracted from the subsequent total of the reservation, and once your service is confirmed you will receive an email and the payment gateway will be enabled to pay the remaining difference. It will be enabled during the following 72 working hours from the moment the reservation is confirmed, if the payment is not made, the reservation will be automatically canceled by the system.

For all cases where the pre-booking is carried out and confirmed without inconvenience or differences of the original reservation, the remaining amount must be paid, and in case of non-payment and cancellation of the reservation for no response or interest by the customer, pre-booking will not be returned under any circumstances as a penalty. In case of confirming a different service to the one initially requested by the client and the client does not accept it, the pre-booking will be returned in full without any charge by Trip to Cuba.

Once you have paid your reservation, received the confirmation and Voucher of your services, the price of your reservation will not suffer any change. However, we reserve the right to change our prices at any time. These prices include taxes, unless specified.

Trip to Cuba reserves the right to change published prices without prior notice or to transfer government taxes, fees related to transportation or overcharges including, but not limited to, fluctuations in fuel prices or currency changes.

In case our agency lowers prices, the revised rates will be valid for new reservations only. The previously reduced rates can be increased without prior notice, and will be valid for new reservations only.

The payment transaction will be processed by our online payment processor associated with our bank, Banco Sabadell, through its payment platform Redsys, which meets the standards of 3DSecure for Visa and MasterCard.

The payment platform uses SSL (Secure Sockets Layer) and, therefore, confidentiality is ensured in all communications that are established during the transaction. This technically secure environment guarantees that the details of your credit card can not be intercepted and that they are not disclosed to anyone other than the financial institutions required to complete the payment process.

Any change requested by the client may be subject to cancellation penalties, which, according to the desired service, will be found in the section of it. All changes are subject to the rates of the new dates, hours or class of car booked according to the original date of the reservation.

In case of major changes such as hotel/resort change, accommodation changes to lower categories or changes of car categories, we will do our best to notify you before your arrival. In these cases you have the possibility of:

  • Accept the alternative that we can offer you.
  • Change your reservation, paying extra or receiving refunds for the difference.
  • Cancel the reservation and receive a full refund.

Before paying for your services: If you make a cancellation before the confirmation takes place, no surcharge will be applied and the reservation will be canceled. You simply must notify it by sending an E-Mail to: info@triptocuba.com.

After having paid for your services: You can cancel your reservation at any time, always fulfilling the cancellation conditions of each of the services, you can find them in each specific chapter referring to that service. By proceeding with your reservation you will be expressly accepting these conditions.

Modifications: Although it is unlikely that we will make any changes, Trip to Cuba reserves the right to modify the cancellation terms at any time without prior notice. You agree that your cancellation will be subject to the applicable charges at the time you request the cancellation.

IMPORTANT: The time zone that will be used in the cancellations will be the one in the place where we received these requests: UTC +02: 00, Madrid.

Trip to Cuba will not refund money on any credit card other than the one used by you during the booking process. The refund process that would be made through bank transfer, in which case we will deduct any additional bank charge of the total amount to be reimbursed. Trip to Cuba will do everything possible to make the reimbursement within a period of 7 working days after receiving your request for cancellation and the required information.

The traveler must comply with the rules of the country you are visiting. In the event that the traveler acts in a way that threatens the provider or other customers, the provider will have the right to refute the service or exclude the client from the contracted service, be it hotel, car, excursion or other. In these cases, the traveler will be responsible for all derived costs and will not apply any refund for any part of the unused program.

Trip to Cuba is not responsible for any damages or losses that may result from your trip to any particular destination.

It is the traveler’s responsibility to make sure they have the corresponding visa for the country they are visiting, as well as the necessary documentation according to their case and the necessary vaccines that are necessary. You can get more information about this in:

  • The Ministry of Foreign Affairs of your country.
  • Re-immunization requirements of your doctor.

If you are a citizen of the United States of America, it is your responsibility to obtain the pertinent documentation requested by the Government of the United States of America for travel to Cuba. Trip to Cuba will not assume responsibility of any kind if you do not obtain the pertinent documentation prior to your trip to Cuba or will be responsible for any fine or demand from the Treasury Department of the United States of America for cause of your trip to Cuba.

We recommend all passengers to buy travel insurance when making their reservations since Trip to Cuba does not assume responsibility for health problems, or for unforeseen circumstances that travelers may incur, such as damaged luggage or lost.

It is your responsibility to take out appropriate insurance covering cancellations, loss of personal property, medical expenses, liability and other risks covered by the usual travel insurance.

It is a mandatory requirement by the Cuban authorities that all persons traveling to Cuba, foreigners and Cubans living abroad, have a medical insurance that covers their entire stay. At the time of entry into the country all passengers must show proof of possession of this insurance and otherwise must pay it with a Cuban insurer at the airport or will be denied entry to the country. If for any reason the client does not take this point into account, we will not be liable for any loss or damage that the non-possession of the insurance could mean for the client and all the members of his group and therefore no compensation can be claimed from our client to the agency.

Nothing in these conditions excludes or restricts in any way our liability in case of death or personal injury caused by our negligence, in case of fraud or falsehood or in any matter in which it was illegal or unlawful to exclude, we limited or tried to exclude or limit our responsibility. Nor does it affect your legal rights as a consumer.

Our liability, based on contract, grievances (including negligence) or in connection with this agreement for any event or series of events will be limited to 100% of what you paid for your reservation.

In no case you have the right to claim after 3 months of the end of your reservation.

In no case (including negligence) will we be responsible for:

  • Special, indirect and consequential losses.
  • Any matter beyond our control including without limits: interruptions in basic services such as running water, electricity, gas, oil, etc., actions or omissions of the Cuban authorities or the loss or breakdown of security with respect to your information by our Internet payment service provider.

Trip to Cuba is not responsible for the actions or omissions of the owners, operators and providers of our services.

All claims must be made, in the first place, to the hotel/resort representatives or to the property owner, rental office or service provider. Trip to Cuba will not be responsible for any loss or damage caused by the acts, omissions or negligence of any of the service providers. You should contact Trip to Cuba and we will try to assist you to solve any issue that may occur during your stay.

Trip to Cuba will not accept any reimbursement claim if the client did not contact us at the time of the incident and submits the appropriate claim to the borrower despite the comments of them.

We will not be responsible for any associated communication costs you may have for these causes.

Remember that, in order to properly address your complaint or claim, you must also attach a copy of the lease contract that was signed at the rental point where all the conditions of the service are specified (in case of car rental), as well as the timely claim in that office/place of the service provider.

2. Car booking

The Terms and Conditions of this section, together with the general booking conditions, are applicable to the products and services related to the car rental in our online booking platform triptocuba.com. Therefore, it is not applicable to other products and services offered by Trip to Cuba, even if these appear together for your convenience, in the same confirmation notice or itinerary.

What is included in your reservation:

  • Car rental as confirmed on your reservation, with unlimited mileage.

What is not included in your reservation:

  • Airport taxes or any cost required by the airport authorities.
  • Transportation between the airport and the rental office.
  • Additional charges for picking up the car at international airports.
  • Additional driver charges (the contract with Trip to Cuba only covers a main driver).
  • No fuel costs.
  • No deposit or insurance.
  • Charges for delivering the car in a different office (Drop Off).
  • Parking tickets and traffic tickets.
  • In general, everything that is not specified in your confirmation is not included.

Payments that must be made directly at the rental office:

In addition to the price that must be paid to Trip to Cuba, the following payments must be settled directly at the rental office in CUC (Cuban Convertible Peso):

  • Mandatory insurance (for categories that do not include insurance). Each category will specify in its case the amount to be paid in Cuba.
  • Escrow (This deposit can be made in cash or with a copy of your credit card and is returned in full at the time of return of the car). Likewise, in each category the amount thereof will be specified.
  • Advance payment of a tank full of fuel (the vehicle must be returned with the tank empty since the rental car will not reimburse any money for the excess fuel).
  • Supplement of 20 CUC for confirmed reservations at International Airports.
  • If you want an additional driver: In any case, only one contract will be allowed per contract. maximum of 2 drivers and depending on the rental company the price would be:
    • REX: 10 CUC/Driver.
    • Rent a Car Via: 30 CUC/Driver.
    • Cubacar/Havanautos: 3 CUC/Day/Driver.
  • Supplement for delivery in different office: Each car will specify an estimate of the supplement to pay for delivery at a point of rent different from the collection, always understanding that the prices shown are approximate and may vary slightly in destination.

Trip to Cuba is not responsible for any change in the information that appears in the previous section. The quantities are approximate and you should contact directly with each provider to receive more accurately according to your own terms.

If you cancel a reservation before it is confirmed, it will not entail any penalty or management fees, therefore, the total amount paid in your reservation will be refunded in full.

If you cancel your confirmed reservation or do not make the remaining payment, having paid the pre-booking, you will be charged as a penalty the entire pre-booking and your reservation will be canceled with immediate effect.

If you cancel a reservation already confirmed and paid for, and having read, understood and accepted our Terms and Conditions, the following cancellation penalties will apply:

  • If you cancel your reservation between 18 and 04 days before the execution of the reservation, you will be penalized with the total of 1 day’s rent.
  • If the reservation is canceled within 03 days before the execution of the reservation or is “No Show”, will be penalized with 100% of the total of 2 days of rent.

Orders for cancellation or changes once the reservation is paid must be made in writing via email: info@triptocuba.com.

If the client does not show up on the day of the start of the reservation, said reservation will automatically be considered canceled and the above-mentioned penalty will be charged.

3. Lodging booking

This chapter of terms and conditions is limited and is only applicable to products and services related to the reservation of hotels on the website triptocuba.com and therefore it is not applicable to other products and services offered by Trip to Cuba, even if these appear together for your convenience, in the same confirmation notice or itinerary.

What is included in the price of your reservation: In each of the hotels/private houses that you book with us you will be specified the services that this includes, you can also consult the file of each hotel/private house to check the services you have.

What is not included in the price of your reservation:

  • Airport taxes or any cost required by the airport authorities.
  • Transportation between the airport and the place of accommodation (unless indicated).
  • Excursions and other personal expenses.
  • Additional charges for meals and / or extra drinks.
  • Charges that hotels or houses can charge for services or facilities such as: minibuses, beach beds, sauna, tennis court and equipment, goalkeepers, etc.
  • In general, everything that is not specified in your confirmation is not included.

The hotels and private homes will provide accommodation to the person whose name was booked (the main passenger), and to the exact number of accompanying persons, adults and / or children, who have been included in the reservation for each room. The main passenger must be present at the time of check-in.

Each product with our system includes the children’s policy directly applied in their rates. Keep in mind that we have a constantly updated system, so the rates and other policies are automatically applied.

If you cancel your confirmed reservation or do not make the remaining payment, having paid the pre-booking, you will be charged as a penalty the entire pre-booking and your reservation will be canceled with immediate effect.

On behalf of Trip to Cuba, the following penalties will be applied in relation to the cancellation of confirmed hotel reservations:

  • If you cancel your reservation between 18 and 04 days before the execution of the reservation, you will be penalized with the total of 1 day’s rent.
  • If the reservation is canceled within 03 days before the execution of the reservation or is “No Show”, will be penalized with 100% of the total of 2 days of rent.

Description: You must accept the differences that exist between the photographs and the texts used and the hotel/resort news. The photographs are intended only to illustrate the facilities and reasonable modifications may have been made at present in the hotels/resorts. We will do everything possible to ensure that the description of the facilities is correct, but we will not be responsible for any errors or differences that may exist.

Transportation: Travel to and from the hotel is not included in the price of your reservation, but can be booked separately (read booking conditions for transfer). Any transport time that we say will be only an approximate guide that can change depending on the weather, the road conditions, as well as the number of stops that may exist along the way.

Check in/out: Accommodation is normally available from 2:00 pm to 4:00 pm on the day of arrival until 11:00 am to 12: 00 am on the day of departure. You can usually access this information in the description of the hotels/resorts on our website, by contacting us or directly with the hotel . Your reservation is guaranteed in case of late arrival at the hotel.

Occupation: The number of people allowed in each room in the hotel/resort is limited to the number of people specified in the reservation. Additional occupants may be allowed in some cases, but only if you agree with the hotel/resort in person. Trip to Cuba will not perform and will not be responsible for said additions.

State of the weather: At certain times of the year it is common in tropical areas the occurrence of abundant rain, strong winds and the sea with strong waves and swells. Hurricanes and tropical storms can cause damage to facilities, faults in electrical service and water supply, etc. Trip to Cuba is not responsible for any inconvenience caused by bad weather.

Children: If you are traveling with small children, we recommend that you let us know at the time of booking. The safety of your children is of extreme importance to us. However, we must emphasize that the responsibility for the safety and care of your children is yours for the entire time of your stay.

Swimming pools: Swimming pools are usually open all year round unless specified. Sometimes pools may be closed due to maintenance or bad weather. We will try to inform you of any changes before your arrival day. The opening of the pool is, however, at the complete discretion of the owner of the installation or the hotel manager and therefore we have no responsibility for the inconvenience this may cause.

Diving: The operators of the dive sites will require completing a medical questionnaire to all people who want to dive. If the operator for any reason is not sure of your health status, you must undergo a medical examination, which can result in a considerable additional cost that you must pay locally. For this reason, we advise you to submit to a complete medical examination before reserving a vacation that includes diving, because no refund claim will be accepted if you are not allowed to dive for this reason.

Pets: No pets of any kind are allowed under any circumstances.

Access: The owner of the facility or its representatives must have the permitted access at any reasonable time for inspection or maintenance purposes.

Facilities and services: All additional facilities will be shown, when applicable, in the technical specifications of each hotel and will be corrected at the time of publication. No food will be provided if it is not specified. Unless specified, the prices quoted for all facilities include heating, electricity, gas, and television. The price includes the availability of domestic service for most, but not all, of the working days. The use of linen and towels is included and these are changed at least once a week. Any tips, extra facilities and secondary expenses such as parking, telephone calls and room service are your responsibility and should be arranged directly between you and the facility.

Your conduct: Inappropriate behavior at the facility by you or your companion (including damage to the facility, lack of hygiene, excessive noise, etc.) is a basis for the immediate termination of the agreement reservation and the offender may be forced to leave the facility, losing any money paid. You must leave the installation and all the trimmings and accessories in the same condition, condition, cleanliness and general order in which you found it excluding reasonable attrition. You are required to pay direct compensation to the owners for any violation of this requirement by you or your companion. Please note that there are hotels in certain countries that may request to print your credit card at check-in, as a guarantee against any incidental expenses incurred during your stay. You must indemnify us and the property owners against any loss caused by your use of the property.

4. Transfer booking

This chapter of Terms and Conditions is limited and only applies to products and services related to transfers on the website triptocuba.com and therefore it is not applicable to other products and services offered by Trip to Cuba, even if these appear together for your convenience, in the same confirmation notice or itinerary.

What’s included in your reservation:

  • The transfer as confirmed in your reservation.

What is not included in your reservation:

  • Airport taxes or any cost required by the airport authorities.
  • In general, everything that is not specified in your confirmation is not included.

If you cancel a reservation before it is confirmed, it will not entail any penalty or management fees, therefore, the total amount paid in your reservation will be refunded in full.

If you cancel your confirmed reservation or do not make the remaining payment, having paid the pre-booking, you will be charged as a penalty the entire pre-booking and your reservation will be canceled with immediate effect.

If you cancel a reservation already confirmed, and having read, understood and accepted our Terms and Conditions, the following penalties will apply for cancellation:

  • If you cancel your reservation between 18 and 04 days before the execution of the reservation, you will be penalized with 50% of the total service.
  • If the reservation is canceled within 03 days before the execution of the reservation or is “No Show”, will be penalized with 100% of the total service.

Orders for cancellation or changes once the reservation is paid must be made in writing via email: info@triptocuba.com.

If the client does not show up on the day of the start of the reservation, said reservation will automatically be considered canceled and the above-mentioned penalty will be charged.

Descriptions: The descriptions of the transfers are taken from the information provided by the service provider and therefore Trip to Cuba does not accept responsibility for any inaccuracy in said information. No responsibility will be accepted for changes that have not been communicated to us by the supplier.

Price: By accepting these Terms and Conditions once the price of the service is confirmed, you waive the right to pay the transfer for the amount of a meter.

Departure times: Departure times are approximate and must be re-confirmed locally.

Duration: The duration of the transfers are given as a reference, the exact time will be subject to changes depending on the road conditions, the weather and the number of stops made along the way.

5. Activities/Circuits booking

This chapter of Terms and Conditions is limited and only applies to products and services related to activities/circuits on the website triptocuba .com and therefore it is not applicable to other products and services offered by Trip to Cuba, even if these appear together for your convenience, in the same confirmation notice or itinerary.

What is included in your reservation:

  • Activities/circuits as confirmed in your reservation.

What is not included in your reservation:

  • Airport taxes or any cost required by the airport authorities.
  • In general, everything that is not specified in your confirmation is not included.

If you cancel a reservation before it is confirmed, it will not entail any penalty or management fees, therefore, the total amount paid in your reservation will be refunded in full.

If you cancel your confirmed reservation or do not make the remaining payment, having paid the pre-booking, you will be charged as a penalty the entire pre-booking and your reservation will be canceled with immediate effect.

If you cancel a reservation already confirmed, and having read, understood and accepted our Terms and Conditions, the following penalties will apply for cancellation:

  • If you cancel your reservation between 18 and 04 days before the execution of the reservation, you will be penalized with 50% of the total service.
  • If the reservation is canceled within 03 days before the execution of the reservation or is “No Show”, will be penalized with 100% of the total service.

Orders for cancellation or changes once the reservation is paid must be made in writing via email: info@triptocuba.com.

If the client does not show up on the day of the start of the reservation, said reservation will automatically be considered canceled and the above-mentioned penalty will be charged.

Descriptions: The descriptions of the activities/circuits are taken from the information provided by the service provider and therefore Trip to Cuba does not accept responsibility for any inaccuracy in said information. No responsibility will be accepted for changes that have not been communicated to us by the supplier.

Departure times: Departure times are approximate and must be re-confirmed locally.

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