Terms & Conditions

Booking Conditions

The following Booking Conditions together with our privacy policy and, where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking govern your booking with National Travel Operator LLC, trading as 'Visit Oman'. LLC (VO), a company registered in Oman with company registration no: 1359416and registered office address of

The Walk Corporate Offices, Al Mouj Muscat, PC 138, Muscat, Oman. P.O. Box 129, PC 138, Al Mouj Muscat

("VO", "we" "us" and "our"). Please read them carefully as they set out our respective rights and obligations. References to "you" and "your" in these Booking Conditions mean all persons named on the booking (including anyone who is added or substituted at a later date) or any of them.

Organizer's Responsibilities and Limitation of Liability

1. Visit Oman (VO) is hereby identified as the sole organizer in accordance with the European Package Travel Directive (EPTD). VO, together with the Service Providers, shall be responsible for proper performance of all travel services included in the contract.

2. The Ministry of Heritage and Tourism (MoHT) has the primary role of marketing and promoting the destination and does not act in the capacity of an organizer, retailer, or service provider under the EPTD. Its partnership with Visit Oman is strictly limited to promotional endeavours and does not extend to the organization or sale of travel services. Consequently, any and all liability for the performance, fulfilment, or any disruptions or alterations to the travel services under this contract shall be borne exclusively by VO and its partner Service Providers.

3. In the event of non-performance or improper performance of a travel service, Visit Oman shall take the necessary remedial action to correct any non-compliance, unless it is impossible or entails disproportionate costs. Such remedy may include, but is not limited to, providing an equivalent or superior replacement service or offering a price reduction as Visit Oman may determine in its sole discretion.

4. The traveller has the right to address messages, requests, or complaints in relation to the performance of any travel services directly to Visit Oman.

5. Any representation, warranty, or undertaking made by MoHT does not diminish or alter Visit Oman's obligations and liabilities under this agreement.

6. References to "Travel Arrangement(s)" in these Booking Conditions are to the accommodation, flights, transport, and other services we feature on our website. References to "Supplier/Organizer" and/ or Service Provider" means the third party which is responsible for supplying the Travel Arrangements to you including but not limited to accommodation providers, transfer providers, car hire companies, and airlines.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

has read these Booking Conditions and has the authority to and does agree for all persons he/she represents to be bound by them;

consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);

is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

  1. Definitions

In this Agreement, the following definitions and rules of interpretation apply:

  1. Accommodation means the hotel accommodation, apartments, and/or luxury camping accommodation including all facilities and related services made available to you for booking and purchase through the Platform.

  2. Agreement means the terms and conditions contained in this document, and the terms and conditions applicable to the relevant Product and / or Package on the Platform.

  3. Attractions means those attractions, tickets or services which are made available to you for booking and purchase through the Platform.

  4. Build-a-Package means a combination, selected by you, of two or more Products offered on the Platform available for bundling.

  5. Cancellations means the cancellation of any Product and/or Package booked through the Platform including no-shows.

  6. Claim means any written claims, demands, proceedings or actions.

  7. Complaint means a complaint received from Customers in relation to a Product.

  8. Customers means any natural person who is provided with a Product booked or purchased by you from the Platform as the final end customer for that Product.

  9. Customer Data means all information (including, without limitation, names, addresses, e-mail addresses, telephone numbers, dates of birth, transaction data, demographic data, behavioural data, customer service data, correspondence and other documents and information) obtained from Customers in connection with the Products and/or Packages and/or any other transactions entered in VO for such Customers on the Platform.

  10. Dining means those restaurant bookings and other dining experiences which are made available to you for booking and purchase through the Platform.

  11. Extras means those extras that are made available to you for booking and purchase through the Platform.

  12. Flights means those air passenger tickets that are made available to you for booking and purchase through the Platform.

  13. Force Majeure Event means any acts of God, war, acts of terrorism, riot, civil commotion, governmental actions, severe weather conditions, pandemic and any similar events beyond the reasonable control of an affected party. Any event will only be considered force majeure if it is not attributable to the wilful act, neglect, default or other failure to take reasonable precautions of the affected party, its agents, employees or contractors.

  14. Modifications means changes to any details of the booking of a Product and/or Package, which makes any of the elements of the booking different from what was originally booked.

  15. Package means a Build-a-Package or a Special Package, as the case may be.

  16. Platform means the website with the address "Travel.VisitOman.om"

  17. Productsmeans the Flights, Accommodation, Tours, Transfers, Activities, Attractions, Dining, Extras and other travel-related Services offered by VO for booking and purchase by you through the VO Platform , as may be supplemented or modified by VO in its sole discretion from time to time.

  18. Product Provider means the ultimate supplier of the relevant Product.

  19. Ratesand Prices means the charges that apply to a relevant Product or Package.

Services means those services made available to you for purchase on the Platform which are ancillary or complimentary to the other Products, as may be modified by VO in its sole discretion from time to time.

ServiceProvider means the ultimate supplier of the relevant service.

Special Package means a special pre-selected package consisting of a combination of Products offered on the Platform on an as-is basis, subject to limited Modifications, from time to time by VO in its sole discretion.

Tours means those tours that are made available to you for booking and purchase through the Platform.

Transfers means those land, air and/or sea transport transfers that are made available to you for booking and purchase through the Platform.

  1. VAT means value added tax or any equivalent sales tax that is required to be levied on amounts payable pursuant to the Agreement.

Booking Terms and Conditions

Please read these Terms and Conditions carefully before you complete any booking with us as they set out your legal rights and obligations in relation to your booking. You agree to be bound by these Terms and Conditions, the applicable Booking Conditions, privacy policy and all other specific documents or agreement applicable from time to time regulating the agreement between you and us for the booking of your holiday or parts of your holiday. By completing the information boxes and clicking acceptance on the confirm booking page you are offering to enter a contract with Visit Oman for the provision of your holiday or parts of your holiday. Your contract is executed andcompleted when we confirm acceptance of your Booking. If you do not accept these Terms and Conditions, you must not make a booking with us.

With Visit Oman you can now book your whole holiday or just the parts that suit you – for example: accommodation, tours and activities, transfers, accommodation, car hire, packages flight+hotel, travel insurance and any of the other products as add on or a combination of the various individual services.

Depending on which combination of products you choose to book, your terms and conditions will vary.

The following details the different types of products available and the applicable terms and conditions:

Visit Oman Package Holiday

This product provides a combined package of hotels, transfers, and tours for an inclusive price. The Package Travel and Linked Arrangements Regulations 2018 have been carefully considered and applied. Additionally, it features other advantages like carefully selected accommodations.

Hotel Only

This product offers you a great selection of Hotels from a wide range of offerings within Oman at competitive prices. As this is a single component, the protection of the Package Travel, Package Travel and Linked Arrangements Regulations 2018 do not apply.

Tours and activities, transfers, accommodation, car hire only

Please note, that in case you don't book a package but only single products, we shall just be acting as an agent for the respective product or service provider. Therefore, the terms and conditions of the respective product or service provider are applying.

As these are single components, the protection of the Package Travel, Package Travel and Linked Arrangements Regulations 2018 do not apply.

Denial of Carriage or other Services

It is possible that you are excluded from some services due to circumstances due to your prior

conduct or actions in your sphere / your prior behaviour. We as well as our suppliers do not

assume any liability for such denial or any cost or compensation that may be suffered due to

such denial.

Package Bookings

Our Agreement for Package Holidays

We are the National Travel Operator LLC , trading at Visit Oman, Company Registration Number 1359416

our Registered Office is at The Walk Corporate Offices, Al Mouj Muscat, PC 138, Muscat, Oman. P.O. Box 129, PC 138, Al Mouj Muscat

and our Agreement sets out what we can expect from each other when you buy a holiday from us.

Booking Your Holiday

When you book your holiday, you are accepting Our Agreement on behalf of everyone travelling

with you. We will only deal with you, the lead name, and you must be an adult when you book.

Anyone aged under 18 on your holiday must be accompanied by an adult.

When we say "you" and "your" we mean you, as the lead name, or you and everyone travelling,

depending on the context.

Our Agreement along with the relevant details in the booking confirmation is the entire agreement between us for your holiday.

Our Agreement is made under the laws of Oman and in accordance with the EU Package

Travel Directive.

Providing Information

You must ensure all information you give is correct. We'll use the personal data you give us in line with our Privacy Notice and the applicable laws. You must pass on any information we give you to everyone travelling. You must comply with all passport, visa and other immigration requirements. Please inform yourself about possible entry regulations in Oman prior to your travel. Your passport and travel documents must be in good condition – you may be refused travel if they are damaged. If you are not self-reliant or have reduced mobility (like finding it hard to walk 500 meters) you must tell us before you book and if this changes tell us at least 48 hours before your holiday.

The Price You Pay

When you book your holiday, you must pay immediately via our website.

When you book your holiday, you will receive a booking confirmation via email. It is important to check the details on your Booking Confirmation when you get it, or if booking late at the time of booking, that all the details are exactly as you requested. In the event of any discrepancy, please contact us immediately as it may not be possible to make changes or corrections later. Mistakes can occur, so if any price on your booking confirmation, our website or our booking systems is obviously wrong, a booking made based on that price won't be valid, we can cancel it and refund you unless you want to pay the correct price.

If your holiday price changes because of movement in the relevant exchange rates, taxes or fees charged by someone else including tourist or landing taxes, port or airport fees or the cost of transport fuel or other power sources we can charge you that increase or refund to you a decrease (less our administrative expenses) providing it doesn't happen within 20 days before the start of your holiday. If we need to do this, we'll forward an amended invoice to you showing the changes made along with a detailed explanation.

We'll absorb any increase of 2% or less of your holiday price, so we won't pass on any increase below that level to you; similarly we won't refund a cost decrease of less than 2% of your holiday price.

If the increase is more than 8% of the holiday price, you may cancel your holiday within 14 days of us informing you about the increase and we'll refund your holiday price except any amendment charges; and the increase will be considered a major change, see below.

Before Your Holiday

If You Change Your Holiday

Sometimes you can make changes to your holiday. The table below shows the administration fees that we charge for amendments. Except where we treat your change as a cancellation, you do not have to pay the fee if the new holiday is more expensive. Instead you will need to pay the difference in price.

Airlines or other transport providers can charge a fee for a change and sometimes treat a change as a cancellation. Fees can be up to 100% of the price for that part of your holiday. You must pay those fees as well as the amendment fee shown below.

When making changes, the price of your new travel arrangements will be based on the price that applies on the day you make the change. Please note there won't be any reduction in the price you pay, even if your new travel arrangements are cheaper than your original booking.

If your change means fewer adults travel, and your holiday price is based upon the number of adults, we'll recalculate the total price and the price per person may go up. In addition, you will also need to pay the appropriate proportion of the termination fee for the adult who has cancelled. See "If you Cancel Your Holiday".

Some elements of your holiday, such as tours, transfers, children's activities, flight or accommodation options, room/board upgrades, late check-out rooms, attraction tickets, and airport parking, may be non-refundable.

You may transfer your holiday to someone else if: (i) it does not include flights, (ii) you give us at least 7 days' notice in writing or by email and (iii) the new lead name accepts the transfer and the terms of Our Agreement – for the avoidance of doubt, insurance can't be transferred. You will be responsible, together with the new lead name, for our amendment fees and any costs as a result of the change.

Action

Per traveller of booking

Visit Oman Charge(OMR)

Cancellation with refund

15

Name typing error

15

Reissue of Air Tickets

15

Revalidation of Air Tickets

15

Cancellation or Refund of Hotel Booking

15

Refund of Holiday Package (2+ products)

15

Cancellation of other Non-Air Products/Services

15

Change booking (as a whole or elements)

15


If You Cancel Your Holiday

To cancel your holiday, you must tell us as soon as possible. When your holiday has been cancelled you will receive a cancellation invoice.

You must pay a cancellation fee for your holiday products for which this is clearly indicated during the booking process (and before your final booking) and on your booking confirmation.

In addition, the following cancellation administration (Admin) fees will apply:

Visit Oman Fees

Action

Per traveller of booking

Visit Oman Charge(OMR)

Cancellation with refund

15

Name typing error

15

Reissue of Air Tickets

15

Revalidation of Air Tickets

15

Cancellation or Refund of Hotel Booking

15

Refund of Holiday Package (2+ products)

15

Cancellation of other Non-Air Products/Services

15

Change booking (as a whole or elements)

15


If We Cancel Your Holiday

If we cancel your holiday, except where it's because you haven't paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We'll refund the difference if the replacement holiday is of a lower price.

If We Change Your Holiday

We aim to give you what we promise but, as we plan our holidays a long time in advance, sometimes things can change. We can make a change at any time but will let you know before your holiday if there's time.

Flight times given are for guidance only – your actual times will be shown on your e-ticket.

Check that carefully when you receive it. Aircraft type can change and some facilities such as entertainment or advertised seat pitch may not be available.

Occasionally, we may have to make a major change to your holiday such as a change of accommodation to a lower category, or a change in flight time by more than 12 hours. A change in flight time that we need to make within 24 hours before you are due to fly is not a major change unless the time changes by more than 24 hours.

If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us or accept a replacement holiday from us of the same or similar standard and price at the date of the change, if we are able to offer you one or cancel your holiday with us and receive a full refund.

Events Beyond Our Control

Examples of events beyond our control are: war, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, pandemics, fire, health risks, unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, the imposition of sanctions or other Governmental action and any other similar
events.

On Your Holiday

Behaviour

Only you can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday.

We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive.

The Captain of your aircraft or ship can restrict your movements on board or remove you.

If you are disruptive and stopped from boarding your flight from your origin, or disruptive during your flight, we'll treat your booking as cancelled by you at that moment. If you are disruptive on your holiday, we can remove you from your accommodation and you will be responsible for your own return home and for any other members of your group who cannot or will not travel without you. You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses.

If you are disruptive you will be responsible for any damages, costs, and expenses (including legal expenses) incurred as a result. This can include cleaning, repairing, or replacing property lost, damaged or destroyed by you, compensating any passenger, crew, staff or agent affected by your actions and diverting the aircraft or ship for the purpose of removing you.

Disruptive behaviour includes (without limitation) being threatening or abusive, damaging (or threatening to damage) property, upsetting, annoying, or disturbing any other traveler, our staff or agents or putting any of them in danger.

If Things Go Wrong on Your Holiday

You benefit from the rights applying to packages under The Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for all the travel services included in your holiday. If any of them isn't provided as we agreed, we'll pay you compensation, if appropriate, unless it's due to an event beyond our control (see 'Events Beyond Our Control'), is your fault or is caused by a third-party If you face any difficulty on your holiday, please refer to our website where we help by providing information and updates on health services, local authorities, and consular assistance. We'll also help you make phone calls, send emails, or make alternative travel arrangements. Please see further information on Visitoman.om.

You must pay any costs we incur if the difficulty is your fault.

If You Have A Complaint

It is very rare for things to go wrong. If they do, you must tell the supplier in question (e.g. the hotel) and our representative straight away so they can solve the issue. If you`re still not satisfied contact our Customer Support within 28 days of coming home so we can investigate properly.

Contact details are as follows:

Customer Care:

Email: [email protected]

Tel.: +968 9777 1133

Travel Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for your travel arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses, in respect of which insurance cover would otherwise have been available.

Personal Injury

Your holiday is made up from services provided by suppliers who follow local standards.

If anyone travelling suffers injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time. After your holiday you can contact Customer Support. You must contact us with this information no more than 3 months after you return home so we can investigate properly.

Hotel only Bookings

Our agreement for your accommodation booking.

Our Agreement sets out what we can expect from each other when you buy a Hotel Only accommodation from us.

Booking your Hotel Only

When you book your Hotel Only services you are accepting Our Agreement on behalf of everyone travelling.

The "Hotel Only" services include any hotel or resort accommodation, bungalow, apartment rental and any other accommodation services on offer on our website with no linked travel arrangement (including, without limitation, flights, car hire, coach, train, transfer services, tour, excursion, or any other tourist service of a significant value) or which aren't part of a package holiday.

When we say "you" and "your" we mean you, as the lead name, or you and another guest mentioned on your booking, depending on the context.

We will only deal with you, the lead name, and you must be an adult when you book. Anyone under 18 on your booking must be accompanied by an adult.

Our Agreement includes the provisions of any applicable laws or regulations that apply to your booking. Please ask for a copy of any of the conditions applicable. Our Agreement, and the details of your accommodation in the booking confirmation, forms the entire agreement between us for your accommodation.

Our Agreement is made under the laws of Oman and you submit to the exclusive jurisdiction of those courts.

You must ensure all information you give is correct and tell us if any of it changes. By providing other people's personal data, you must be sure that they agree to share their data with us. All details provided by you will be used in accordance with our Privacy Notice.

In application of the regulations in certain countries, you and anyone on your booking may be asked at the time of your check-in to provide a copy of your passport and to fill out a police registration card.

If you give us your email address, we'll contact you that way but you may still be required to contact us via our call center.

You must pass on any important safety and travel information we give you to everyone on your booking and shall be fully responsible for the same.

If you are not self-reliant or have reduced mobility (such as finding it hard to walk 500 meters) you must tell us before you book and, if this changes, the hotelier at least 48 hours before your accommodation.

You must comply with all passport, visa and other immigration requirements. Your passport and travel documents must be in good condition; you may be refused to check in if they are damaged or have been tampered with.

The Price You Pay

You will be required to pay in full your booking fees at the time you book your accommodation with us. If payment is not received, we reserve the right to treat your booking as cancelled and we may charge you the applicable cancellation fees.

When you book your accommodation, we will send you your booking confirmation via email. Mistakes can happen, so if any price on your booking confirmation, our website or our booking systems is obviously wrong, a booking made based on that price won't be valid, we can cancel it and refund you unless you want to pay the correct price.

The local authorities in certain countries may impose additional taxes (e.g. tourist tax), which generally have to be paid locally. You are responsible for paying such additional taxes.

Before your stay sometimes you can make changes to your booking. The table below shows the administration fee that we charge for each element of your booking we let you change.

Some of our hotelier or accommodation providers can treat changes as a cancellation and charge a fee, up to 100% of the price. You must pay those fees.

When making changes, the price of your new accommodation will be based on the price that applies on the day you make the change.

Some changes, such as check-in at later date than planned or which lower the price of your accommodation, will be treated as a cancellation and you will need to pay a cancellation fee which will clearly be indicated during the booking process (and before your final booking) and on your booking confirmation.

If your change means that fewer guests will be on your booking and your accommodation is priced based upon how many guests are travelling, we will recalculate the total price and the price per person may go up. In addition, you will also need to pay the appropriate proportion of the cancellation fee for the adult who has cancelled which will clearly be indicated during the booking process (and before your final booking) and on your booking confirmation.

You can't change some elements of your accommodation such as room/board upgrades and late checkout rooms.

Action

Per traveller of booking

Visit Oman Charge (OMR)

Cancellation with refund

15

Name typing error

15

Reissue of Air Tickets

15

Revalidation of Air Tickets

15

Cancellation or Refund of Hotel Booking

15

Refund of Holiday Package (2+ products)

15

Cancellation of other Non-Air Products/Services

15

Change booking (as a whole or elements)

15


Please note there won't be any reduction in the price you pay, even if your new accommodation is cheaper than the original booking.

If You Cancel Your Booking

To cancel your booking or guests listed on your booking, please tell us as soon as possible.

When your booking has been cancelled you will receive a cancellation invoice.

You must pay a cancellation fee for your holiday products which are clearly indicated during the booking process (and before your final booking) and on your booking confirmation. In addition, the following cancellation Admin fees will apply:

Action

Per traveller of booking

Visit Oman Charge(OMR)

Cancellation with refund

15

Name typing error

15

Reissue of Air Tickets

15

Revalidation of Air Tickets

15

Cancellation or Refund of Hotel Booking

15

Refund of Holiday Package (2+ products)

15

Cancellation of other Non-Air Products/Services

15

Change booking (as a whole or elements)

15

We may not be able to refund elements of your booking if they are added extras.

If we cancel your booking

If we cancel your booking, except where it's because you haven't paid, you can cancel your booking and have a full refund or accept a replacement accommodation from us of a similar standard and price if we can offer you one. We will refund the difference if the replacement accommodation is of a lower price. If we change your accommodation, we aim to give you what we promise but, as our accommodation are planned a long time in advance, sometimes things can change.

We can make a change at any time but will let you know before your stay if there's time.

Occasionally, we may have to make a major change to your accommodation. If we tell you about

a major change after you book your accommodation, you can:

  • accept a replacement accommodation from us of the same or similar standard and price at the date of the change, if we are able to offer you one; or

  • cancel your booking and receive a full refund.

Events Beyond Our Control

Examples of events beyond our control are: war, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, natural or nuclear disasters, pandemics, fire, health risks, actual or potential severe weather conditions, the imposition of sanctions or other governmental action and any other similar events.

Behaviour

Only you can use your accommodation. No-one else can stay there. You are fully responsible for any damage to your accommodation or its contents during your stay.

We can refuse to accept you or continue dealing with you if we, or another person in authority, believe your behaviour (by any form of communication or in person) is disruptive.

If you are disruptive on your stay we can remove you from your accommodation. You will not be entitled to any refund in either case and we will not provide compensation or meet any costs or expenses.

If you are disruptive you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result, including for example cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any guest, members of staff or agent affected by your actions.

Disruptive behaviour includes being threatening or abusive, damaging (or threatening to damage) property, upsetting, annoying or disturbing any guest, members of staff or agents or putting any of them in danger.

If things go wrong during your stay

If you are face any difficulty on your stay kindly refer to our website where we help by providing information and updates on health services, local authorities and consular assistance and if you contact us we may also help you to make phone calls, send emails or find alternative accommodation. You be responsible for any costs we incur if the difficulty is your fault.

If you have a compliant

It is very rare for things to go wrong. If they do, you must tell the supplier in question (e.g. the hotel) and our representative straight away so they can solve the issue. If you`re still not satisfied contact our Customer Care. Their contact details are:

Customer Care:

Email:[email protected]

Tel.: +968 9777 1133

Personal Injury

Your accommodation is provided by suppliers who follow local standards. If anyone travelling suffers injury, illness or death while you are staying at the accommodation that we have booked for you, you must tell us and the supplier involved about it and complete a report at the time.

Whilst we have no direct control over the way our suppliers maintain and operate their properties, we may still need to investigate this matter.

After your stay you can contact Customer Support. It must be no more than three months after you come home so we can investigate properly. Their contact details are:

Customer Care:

Email:[email protected]

Tel.: +968 9777 1133

Modifications of the terms and conditions

These terms of Our Agreement may be varied at any time by Visit Oman entirely at its own discretion. In this case, the new terms of Our Agreement will be made available on our website, be sent to you via email and will automatically apply to you with immediate effect, except for if you booked your accommodation with us before the date of publication of the new terms, in which case the previously accepted version of Our Agreement remain applicable.


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