The exciteholidays.com website (“the Website”) is owned and operated by Excite Holidays Pte Ltd. References in these Terms and Conditions to “exciteholidays.com”, “Excite Holidays”, “us”, or “we”, are references to Excite Holidays Pte Ltd and/or its related bodies corporate. References to “you”, “travel agent” or “Travel Agent” are references to you in your capacity as an individual or as an authorised representative of a corporation, who carries on business as a travel agent (“Travel Agent”).


1. Links to or from Other Websites

exciteholidays.com may contain links to third party websites. Excite Holidays does not sponsor or endorse the operators or content of linked websites. Subject to any applicable law which cannot be excluded, Excite Holidays makes no warranties or representations regarding the quality, accuracy, merchantability, or fitness for purpose of any linked websites, material, or products or services.

2. Rate Confirmation Policy and Procedures

Rate confirmations (“Rate Confirmations”) are made by the Travel Agent online via the Website, accessible only with the Travel Agent’s personal log-in. The Website facilitates the marketing and promotion of rates of accommodation domestically and internationally with immediate confirmations via allotments at contracted hotels or other suppliers or service providers.

If you have any questions regarding the content or your use of the Website, or experience problems with connectivity, Excite Holidays agency support staff members are available 24 hours a day, 7 days a week. We can facilitate you in your queries or issues in respect of rate confirmations made via the Website, until connectivity is restored.

Full payment of the confirmed rate is due as per the date displayed at the time of Rate Confirmation made by the Travel Agent via the Website and as per the confirmed rate displayed on the invoice; if however ferry tickets are included, the balance is due prior to ticketing.

Failure to pay the required amount specified on the invoice by the required date and time will result in cancellation of the agent’s Rate Confirmation without notice.

Please note that the total price specified on the summary of the Rate Confirmation details issued to the Travel Agent after a Rate Confirmation is made via the Website (the “Confirmation Summary”) is subject to change in the event that rate specials such as rates in respect of Instant Purchase items originally selected by the Travel Agent are not paid in full within their specified deadlines. Please note that Rates Confirmations will also be subject to currency exchange – Intelirates.

Service vouchers are released upon receipt of payment of the Rate Confirmation for items selected by the travel agent (“Travel Agent”). Service vouchers should be passed onto the customer of the Travel Agent (“Customer”), and must be presented to the hotel, supplier or service provider as applicable, in exchange for the service specified on the Service voucher. Please note any service or product information as detailed on the Service vouchers.

Excite Holidays will forward special requests made by the Travel Agent, to the hotel, supplier or service provider as applicable to the Rate Confirmation. Unless confirmed in writing by Excite Holidays, all special requests and comments are not guaranteed and will be at the full discretion of the hotel or service provider.

Please note that whilst it is of Excite Holidays general understanding that hotels, suppliers and/or service providers may provide wheelchair access in respect of rooms offered by a hotel or supplier and marketed via the Website, you acknowledge and agree that Excite Holidays is a marketer of room rates only and it is the responsibility of the Travel Agent and the Hotel Guest, to make all necessary inquiries directly with the hotel, supplier or service provider as applicable, prior to making a Rate Confirmation, as to any special requirements, including without limitation the availability of any room features which cater to the needs of seriously disabled people.

Full client names are required in respect of each Rate Confirmation made by the Travel Agent. Excite Holidays cannot accept Rate Confirmations made by the Travel Agent via the Website with names that are yet to be advised.

If a duplicate Rate Confirmation has been made on your behalf due to multiple requests being received, it is your responsibility to cancel any unnecessary Rate Confirmations. If any Rate Confirmations that should have been cancelled are not cancelled either within the required time frame (if applicable) or at all, then you, the Travel Agent, will bear the responsibility for the full payment to Excite Holidays of any and all relevant charges incurred.

When requesting an amendment to the Rate Confirmation, if such amendment cannot be performed in respect of such Rate Confirmation (“the prior Rate Confirmation”), Excite Holidays may quote and issue to you a new rate in respect of the Rate Confirmation. Please note that supplier imposed fees may apply in respect of the new rate quoted by Excite Holidays.

Where additional nights are required by the Customer, an amendment must be made to the original Rate Confirmation. The Travel Agent agrees and acknowledges that Excite Holidays shall bear no responsibility, and that the Travel Agent shall bear the full responsibility, for any issues arising as a result of or in relation to any such amendments made or requested by the Travel Agent in respect of the original Rate Confirmation.

The Travel Agent acknowledges that hotels undergo renovations from time to time. Hotels take all possible steps to limit disruption to guests. Where Excite Holidays is advised of renovations, this information may be passed on to the Travel Agent at Excite Holidays’ sole discretion. However, in no event will Excite Holidays accept any liability whatsoever for the dissatisfaction of the Hotel Guest on behalf of which the Rate Confirmation has been made by the Travel Agent, which arises as a result of or in relation to renovations being undertaken by the hotel.

In the unlikely instance that a hotel cannot accept a Rate Confirmation made by the Travel Agent (the “Original Rate Confirmation”), Excite Holidays will seek to facilitate the Travel Agent in making a new Rate Confirmation in respect of an alternative room by marketing rates of alternative rooms of a similar standard (where possible) on the Website. Excite Holidays cannot guarantee that any such alternative room selected by the Travel Agent will be of the same standard or in the same location as the room the subject of the Original Rate Confirmation which was not accepted by the hotel. Excite Holidays shall bear no responsibility or liability whatsoever in respect of any cancellation or amendment made to the Original Rate Confirmation which is not approved or accepted by the Hotel Guest. Excite Holidays shall not be liable for any increase in room rates and/or any additional fees and/or charges imposed by the hotel or supplier in respect of the alternative room selected by the Travel Agent the subject of the new Rate Confirmation.

Please note that the standard global check in time is 1400h however in some countries, particularly the USA, check-in may be as late as 1600h. If check-in is required prior to 1400h on a given day, the Travel Agent is encouraged to make Rate Confirmation with a check-in date which is one day prior to the date for which an early check-in time is required by the Customer, and to request a late check-in time in respect of the check-in date selected.

If the Customer requires a check-in time of on or after 1900h on the first date in respect of which the Rate Confirmation applies, Excite Holidays strongly recommends advising advises the hotel of the Customer’s proposed late check-in time. The Travel Agent acknowledges that a hotel may release the room after 1800 hrs if not advised of late arrival and that Excite Holidays shall not be liable in the event that the hotel releases the room as a result of the Travel Agent and/or the Customer not advising the hotel of the proposed late check-in time.

The Travel Agent acknowledges that Rate Confirmations made by the Travel Agent for a triple or quad room does not guarantee one bed for each person in the room and that rooms may not be able to fit extra bedding. The Travel Agent further acknowledges Double/twin rooms will consist of either one large bed or two smaller beds, and that bedding is on a request basis only and is completely subject to availability on arrival. Excite Holidays is a marketer of hotel room rates only and bears no responsibility for Customer dissatisfaction in respect of bedding offered by the hotel.

Rate Confirmations made by the Travel Agent bearing false names are unacceptable and will result in full charges incurred by the Travel Agent.

Where advised of a hotel name change, Excite Holidays will do all things reasonably possible to pass this information onto the Travel Agent. However, in no event will Excite Holidays accept any liability where property, address and standard remain unchanged either on the Website or, in the event that the change of details in respect of the hotel has occurred after a Rate Confirmation, where the hotel details specified in respect of the Rate Confirmation remain unchanged.

Resort, amenities and facilities fees and city taxes may not be included in the Marketed Rate on the Website. Where advised of these, Excite Holidays will do all things reasonably possible to pass this information onto the Travel Agent. In any event, unless stated otherwise in writing on the Website, resort, amenities and facilities fees and city taxes are excluded from the Marketed Rate and payable direct to the hotel in local currency.

Where Customer ages are required to be specified in respect of a Rate Confirmation, it is the responsibility of the Travel Agent to ensure all ages specified are correct. Excite Holidays accepts no liability where incorrect details are provided to the hotel, supplier or service provider, where applicable in respect of a Rate Confirmation made by the Travel Agent.

It is the responsibility of the Travel Agent to inform the Customer that in most hotels no additional bedding is provided for a child where the child stays free or at a reduced rate, and breakfast may be charged for the child on departure. If a child requires a bed of their own the Travel Agent must request a triple room and unless expressly stated otherwise in the Marketed Rates on the Website, no child discounts apply.

In some cases a triple room may not necessarily provide bedding for all guests, it is the responsibility of the Travel Agent to inform Excite Holidays if additional bedding is required.

The Travel Agent acknowledges that majority of hotels across North America and some other counties require the Hotel Guest to be over the age of 21. When making a Rate Confirmation, it is the responsibility of the Travel Agent to inform the Customer where applicable, that any Hotel Guest under the age 21 must be accompanied by an adult.

Marketed Rates on the Website are based on “room” and/or “room and breakfast” rates only. Incidental charges for items of a personal nature such as, mini bar use, telephone calls, room service, pay-to-view movies and similar services in the hotel are not included in the Marketed Rates.

Excite Holidays will in no way whatsoever be held liable for any delay or failure by a hotel, supplier or service provider to perform their obligations resulting from or as a consequence of a force majeure event.

3. Rates

Marketed Rates are generally based on leisure market rates. If a Hotel Guest is discovered to be a corporate client, the hotel maintains the right to waive the Rate Confirmation and charge the Hotel Guest directly at the full rack rate or prevailing corporate rate. Excite Holidays accepts no responsibility whatsoever if the Hotel Guest is not on a leisure trip, or if the hotel refuses to honour the Rate Confirmation made via the Excite Holidays website and charges the Hotel Guest a higher rate.

Hotels reserve the right to limit some rate types to selected markets and only hotel customers originating from those markets are entitled to select rate plans. Hotels reserve the right to charge the correct market rate based on origin at their discretion and Excite Holidays shall not held liable for any rate differential charged by the hotel.

Marketed Rates are displayed as gross or net depending on how the Travel Agent has set up their pricing structure at time of registration. Where different prices are charged for different days of the week, the Marketed Rate displayed on the Website shall be the average rate per room per night against the period.

Some hotels and service providers provide different rates depending on the total number of guests staying. Failure by the Travel Agent making the Rate Confirmation to specify the correct number of Hotel Guests in a room or Customers for a service may result in Hotel Guests and/or Customers of services providers being charged the difference directly by the hotel or service provider as applicable.

At certain times of the year there may be surcharges imposed by travel partners or compulsory inclusions such as New Year’s Eve Dinners. Any such surcharge or required inclusion will be advised at the time of the Rate Confirmation made by the Travel Agent.

Marketed Rates on the Website are subject to availability, and unless a Rate Confirmation is made at the time of viewing the Marketed Rate, Excite Holidays cannot guarantee that the Marketed Rate on the Website at any given time, will be available at a later time.

All Rate Confirmations are converted into assigned Marketed Rates using current exchange rates. Excite Holidays will adjust the Marketed Rates displayed on the Website every Wednesday 08:30 AEST. Only unpaid portions of Rate Confirmations made prior to any given Wednesday on which the Marketed Rates are adjusted on the Website will be affected.

4. InteliRates

InteliRates is a variable pricing system that is determined by the true value of the assigned Marketed Rates. Only Rate Confirmations which remain unpaid are subject to InteliRates, until such time as the Rate Confirmation is paid in full. The rates applicable to unpaid Rate Confirmations are adjusted every Wednesday morning at 08:30 AEST. The rate applicable to a particular unpaid Rate Confirmation is therefore subject to fluctuation. In other words, the applicable rate of an unpaid Rate Confirmation may remain the same as the rate at the date on which the Rate Confirmation was originally made, or it may increase or decrease, in accordance with the periodic adjustments applied to the rates as referred to in this section. In the event of a rate variation resulting in the evaluation of the assigned currency, Excite Holidays reserves the right to apply the current assigned Marketed Rates accordingly to all unpaid Rate Confirmations.

5. Child Supplements

The Hotel may offer supplements to Hotel Guests who are children between the ages of 1-18 years (unless a different age is specified),on the condition that age is specified at time of Rate Confirmation. If a particular Hotel Guest’s age is not specified at the time of Rate Confirmation, the hotel may charge, and Excite Holidays may therefore display Marketed Rates reflecting, the price applicable to an adult over 18 years of age.

If the hotel offers no rate reduction for Hotel Guests who are children between the ages of 1-18 years, Excite Holidays recommends when making a Rate Confirmation, that the Travel Agent should select a triple room for which the Marketed Rate reflects the price charged by the hotel for three adults. If a Hotel Guest who is a child between the ages of 1-18 years needs his/her own bed, the Travel Agent must request a triple room, and no child supplement applies to the Marketed Rate when making a Room Confirmation.

Cots or cribs are suitable only for Hotel Guests who are babies under 2 years and must be arranged and paid for directly with the hotel, either by the Travel Agent or by the Customer but not by Excite Holidays, unless otherwise specified on the Website.

The Travel Agent acknowledges that in some hotels additional bedding is not provided for a Hotel Guest who is a child between the ages of 1-18 years in the event that the hotel has offered a room to the Customer where the child stays free of charge or at a reduced rate, and further, that breakfast may be charged by the hotel to the Customer in respect of such child, on the Customer’s departure. If a price changes affecting the tariff Excite Holidays will advise the Travel Agent of the hotel concerned. The Travel Agent must check the web to obtain the new Marketed Rate.

6. Confirmation/Hotel Vouchers

It is the responsibility of the Travel Agent to provide Hotel Guests with voucher/s (“Voucher” or “Vouchers”). The Voucher shall include a reference number applicable to a particular Rate Confirmation, and shall indicate the applicable rate and any and all services included in the Voucher (which items and/or services may or may not include breakfast). Some service providers will not allow guest to check-in if the Voucher is not presented on arrival. Only those services specified on the Voucher are included as part of the Hotel Guest’s stay at the hotel and redeemable by the Hotel Guest. Any additional items and/or services required by the Hotel Guest must be requested directly.

Hotel Guests may be charged directly by the hotel at the applicable rack rate if they fail to present a valid Voucher. If the Rate Confirmation made by the Travel Agent is in respect of more than one room and the rooms are under different Hotel Guest names, all such Hotel Guest names must be printed on the Voucher. Names such as “TBA” or “X & Party” are unacceptable. If Hotel Guests in respect of multiple rooms falling under one Rate Confirmation are due to arrive at different times, each Hotel Guest is required to present his/her own Voucher. Hotel Guests may also be charged directly by the hotel if their reference number is omitted from the Voucher.

7. Cancellation and Amendments

Excite Holidays’ cancellation policy is located on the Website and also on the Confirmation Summary emailed to the Agent after a Rate Confirmation has been made by the Travel Agent. Excite Holidays recommends that a copy of the Confirmation summary be passed on to the Customer by the Travel Agent as it clearly stipulates the cancellation policy in respect of making the Rate Confirmation, the price applicable to the Rate Confirmation at the time of its issuing, and the conditions of cancellation of the Rate Confirmation.

If charges are imposed by the hotel, supplier or service provider in respect of the cancellation of a particular Rate Confirmation, the amount will be deducted from the refund amount.

If Customers do not utilise all services specified in the Voucher in respect of a Rate Confirmation, no refund will be given for the unused portions of those specified services.

If a cancellation is received after payment has been made in full in respect of a Rate Confirmation and Vouchers have been issued, the Travel Agent may incur a cancellation fee from the hotel, supplier, service provider or travel partner based on each individual item comprising the Rate Confirmation. Details of these charges may be advised where possible, at the time of the Rate Confirmation.

All cancellations in respect of a Rate Confirmation must be made through Excite Holidays and not directly with the hotel, supplier, service provider or travel partner.

When a Rate Confirmation which was not made via the Website is cancelled at the request of the Travel Agent, Excite Holidays will email confirmation of such cancellation. The Travel Agent agrees to advise Excite Holidays if confirmation is not received by the Travel Agent. If Excite Holidays is not advised by the Travel Agent of such cancellation, Excite Holidays will be entitled to charge the Travel Agent cancellation fees reflecting the Customer as a “non-arrival” or otherwise in accordance with the hotel or ground operator’s cancellation fee for such a cancellation.

When a Rate Confirmation is an “Instant Purchase” Rate Confirmation, the Travel Agent acknowledges that this type of Rate Confirmation is completely non-refundable and non-amendable. The Travel Agent acknowledges that in the event a Rate Confirmation is considered non-refundable, that Rate Confirmation is considered to already fall inside of any hotel, supplier, service provider and travel partner’s (as applicable) cancellation fee – free deadline, and therefore cannot be cancelled or amended without cancellation charges being charged by the hotel, supplier, service provider and travel partner (as applicable)

If a Travel Agent tries to cancel a Rate Confirmation which was made via the Website, and for any reason whatsoever was unable to successfully cancel such Rate Confirmation, it is the Travel Agents’ responsibility to notify Excite Holidays of such issue. Failure to contact Excite Holidays may result in fees being charged by the hotel, supplier, travel provider and service provider (as applicable) as per the applicable cancellation policy.

Excite Holidays shall be indemnified in full by the Travel Agent making the Rate Confirmation against all loss, costs, damages, charges and expenses incurred as a result of or in relation to any cancellation of a Rate Confirmation for any reason whatsoever.

The Travel Agent acknowledges that some Rate Confirmations cannot be amended once made, therefore must be cancelled and reconfirmed as a separate, new Rate Confirmation. Fees and charges may apply in respect of the cancellation of the original Rate Confirmation, and new rates will apply for the re-booked service in respect of the new Rate Confirmation made. Excite Holidays does not guarantee that the service applicable to the new Rate Confirmation will be available at the same rate as the service it replaces in respect of the original Rate Confirmation.

For some locations (such as, without limitation, Las Vegas) in respect of which the Rate Confirmation applies name changes are not permitted by the hotel and, in the event that name changes are required in respect of a particular Rate Confirmation, the hotel may require the Rate Confirmation to be cancelled and a new Rate Confirmation to be issued to the Customer before the hotel may accept the Hotel Guest. The Travel Agent acknowledges that cancellation fees may apply in the event that name changes are required and/or a new Rate Confirmation is issued by Excite Holidays.

8. Relocations

Excite Holidays will advise the Travel Agent of any room relocation notice in respect of a Room Confirmation as soon as practicable after Excite Holidays first becomes aware of such relocation.

If a Rate Confirmation in respect of multiple rooms in the same hotel or different hotels has been made, then, where a relocation notice has been issued by the hotel or Excite Holidays in respect of some but not all of those rooms, standard cancellation fees will apply if the Travel Agent then decides to relocate additional rooms in respect of that Rate Confirmation. Excite Holidays will only be able to waive a cancellation fee on behalf of a hotel if the item is not an Instant Purchase or if the hotel is willing to accept cancellation of the Rate Confirmation without imposing fees.

If a room relocation is required by the hotel in respect of a Rate Confirmation made by the Travel Agent, Excite Holidays will facilitate the Travel Agent as far as is reasonably practicable, to find a suitable alternative taking into account the star rating of the original property, the location of the original property, and the inclusions in the original Rate Confirmation.

All relocations must be accepted by the Travel Agent in writing within the time frame provided to the Travel Agent by the Excite Holidays Client Relations Consultant.

Marketed Rates for alternative rooms are not held or confirmed until such time as a Rate Confirmation is made in accordance with this paragraph. Availability of the Marketed Rates of such alternative rooms displayed on the Website and/or notified by Excite Holidays to the Travel Agent are subject to change. Once Excite Holidays receives the Travel Agent’s acceptance of a Marketed Rate in respect of a particular alternative room notified by Excite Holidays to the Travel Agent, Excite Holidays shall consider this to be a request to make a Rate Confirmation, which Excite Holidays may then accept. Once the Rate Confirmation request is accepted by Excite Holidays, the Rate Confirmation has been made and the items and/or services included in the Rate Confirmation will be non-refundable. Once the Rate Confirmation is accepted by Excite Holidays, Excite Holidays will not be liable to the Travel Agent (and/or the Customer) for any Travel Agent and/or Customer dissatisfaction arising from or in relation to the Rate Confirmation.

If you are unable to contact the Hotel Guest to advise of a relocation as they have already departed, please advise us of this so we can facilitate in having this information made available to the Hotel Guest upon their arrival at the original property. If required, a taxi may be organised by the hotel for your clients to transfer them between the two properties. Excite Holidays advises the Customer to keep the receipt from this journey in order that Excite Holidays may arrange for the Customer to be reimbursed for the transfer between the two properties. If the Travel Agent is able to contact the Hotel Guest, then, provided Excite Holidays receives sufficient notice of same prior to the Hotel Guest’s departure for their journey to the original property, Excite Holidays will adjust the Rate Confirmation and a new Voucher will be forwarded to the Travel Agent to pass on to the Hotel Guest before they travel.

From time to time, overbookings of hotel rooms in Cuba may result in downgrades offered as alternatives with no compensation provided by the hotel. This is due to Cuban government controls. Excite Holidays has no power to affect any decision made by hotels located in areas where such government controls or restrictions are imposed and will accept no complaints and shall bear no responsibility for Customer dissatisfaction or any loss, damage, fees and/or charges incurred by the Customer in respect of or relating to such restrictions, hotel room downgrades or refusal of the hotel to compensate for any such downgrades or room relocations.

If Hotel Guests experience any issues upon arrival, to the hotel, Travel Agents are to refer to the Complaints Section of this document for guidance regarding how to proceed with Hotel Guest complaints and issues. Excite Holidays cannot guarantee that the Customer will be compensated in respect of any hotel issues including matters pertaining to Hotel Guest room relocation.

Once Excite Holidays notifies the Travel Agent of a room relocation, Excite Holidays will provide the Travel Agent with 24 hours to notify Excite Holidays as to how the Travel Agent proposes to proceed. In the event the Travel Agent fails to provide a response within this timeframe, Excite Holidays will determine the best course of action and shall not be not liable for any Hotel Guest dissatisfaction arising as a result of or in relation to the Hotel Guest’s room relocation.

9. Complaints

It is the Hotel Guest’s responsibility to report any and all Hotel Guest issues with any service provided to the Hotel Guest immediately to the hotel or service provider. The Travel Agent acknowledges and agrees that it is the hotel’s or service provider’s responsibility to endeavour to remedy any and all of such Hotel Guest issues whilst the Hotel Guest is present at the hotel. Local service provider contact details are provided on Excite Holidays Vouchers. Excite Holidays will assist the Travel Agent, as far as is reasonably practicable, to rectify any issue taken by the Hotel Guest and/or to inform the hotel or service provider of any such issue, however in no way shall Excite Holidays be held liable to compensate such Hotel Guest for any reason whatsoever in relation to any issue taken by the Hotel Guest in respect of such services provided by the hotel or service provider.

Notwithstanding any other provision of these Website terms and conditions, in no event will Excite Holidays accept any complaint by the Travel Agent, Customer, hotel, supplier, travel partner or service provider, which has been received by Excite Holidays more than 3 months after the date of the service received by the Customer.

Please email complaints to customerservice@exciteholidays.com and attach all relevant documentation that supports the claim at the time of making the complaint. Inadequate documentation may result in any claim for compensation being declined, failing which no further documentation shall be provided by the Travel Agent to Excite Holidays in support of the claim.

All complaints need to be received by Excite Holidays in writing and accompanied by a full description of each incident as well as all required documentation as applicable per case, e.g. receipts, photographic evidence, invoices, written communication from service providers including names etc.

Excite Holidays does not accept direct communication from Customers of the Travel Agent. In this event, Excite Holidays will immediately refer the Customer back to their Travel Agent.

Excite Holidays shall not be held responsible for additional charges that may incur due to Customers contacting the emergency numbers provided on their documentation.

In the event of a Hotel Guest being charged directly by the hotel or service provider, the Hotel Guest must retain a copy of the bill from the hotel or service provider. A credit card receipt will not suffice as proof of purchase.

It is the responsibility of the Travel Agent to advise the Customer of any and all instructions and procedures specified on any and all documentation provided by Excite Holidays. Failure by the Customer to follow the instructions specified in such documentation may result in a complaint being made by the Customer. Excite Holidays will not review Customer complaints provided to Excite Holidays by the Travel Agent where instructions and/or procedures were not followed by the Customer.

The Travel Agent acknowledges that hotels undergo renovations from time to time. Hotels take all possible steps to limit disruption to guests. Where Excite Holidays is advised of renovations, this information may be passed on to the Travel Agent at Excite Holidays’ sole discretion. However, in no event will Excite Holidays accept any liability or responsibility whatsoever for the dissatisfaction of the Hotel Guest on behalf of which the Rate Confirmation has been made by the Travel Agent, which arises as a result of or in relation to renovations being undertaken by the hotel.

Excite Holidays cannot guarantee that any special requests made by the Hotel Guest will be fulfilled by the hotel. The Travel Agent acknowledges that the fulfilment of any such special request is at the discretion of the hotel and normally subject to availability of the requested item or service upon check in at the hotel.

Upon receiving an official complaint in writing from the Travel Agent, an Excite Holidays Client Relations Consultant will review the case (the “Case”) and if necessary additional information may be requested from the Travel Agent. In the event that the Excite Holidays Client Relations Consultant has requested such additional information from the Travel Agent, it is the Travel Agent’s responsibility to then provide such additional information requested to Excite Holidays in order for an investigation to be launched. If the Travel Agent fails to provide Excite Holidays with all relevant documentation or information necessary, within 10 business days of Excite Holidays requesting such additional documentation and/or information, the Case will be temporarily suspended until further notice and until such time as Excite Holidays in its sole discretion elects to resume the Case.

The Excite Holidays Client Relations Consultant shall, in their sole discretion, determine the best possible resolution, in in respect of each Case.

The Excite Holidays Client Relations Consultant may, if requested by the Travel Agent, elect to reopen the Case in their sole discretion. A Case will be only reopened by Excite Holidays once, and will follow the Excite Holidays escalation procedure to obtain a favourable outcome for the Customer in the Travel Agent’s reasonable opinion. Excite Holidays will assist the Travel Agent in reaching a resolution of the Customer’s complaint as soon as reasonably practicable.

10. Transfers

Passengers are generally allowed by the service provider 1 standard piece of luggage (23kg) and 1 hand luggage each. The Travel Agent must advise Excite Holidays if passengers have more than one piece of luggage each, as it may be necessary to arrange a larger vehicle for the Hotel Guest’s transfer to the hotel. Excite Holidays will not be responsible for any additional charges incurred by the Hotel Guest if a larger vehicle is required to account for additional Hotel Guest luggage.

Additional transfer fees or guide fees and charges may apply in respect of a Hotel Guest’s stay at a hotel. Where such additional fees and charges are notified to Excite Holidays, Excite Holidays will advise the Travel Agent of such fees and charges where reasonably possible, at the time of reservation. Should a night transfer incur an additional charge on top of any standard applicable transfer charge and where Excite Holidays is notified of such additional charge by the ground operator of the hotel or the applicable service provider, Excite Holidays will advise the Travel Agent where possible, of such additional charge.

Additional charges applied by our travel partners, as a result of a delay which causes the transfer to start within a supplement period as defined in the tariff, will be passed on to the Travel Agent and must be settled in full.

Transfers are planned taking into account normal local traffic conditions. In the event that conditions during the transfer result in a missed flight, train or other connection, Excite Holidays shall not be liable or responsible for any additional costs incurred by the Hotel Guest or Travel Agent or any other party as a result of such delay in transfer.

For private services offered by the service provider included in the relevant Rate Confirmation starting at an airport, station, or port the waiting time for the driver is usually 1 hour from passenger arrival. Passengers must ensure they are waiting at the specified meeting point, as provided on their Voucher, at least 5 minutes prior to the confirmed pick-up time.

For services offered by the service provider included in the relevant Rate Confirmation starting at the accommodation, the pick-up time for the transfer must be scheduled for at least 4 hours prior to the flight departure time. Passengers must ensure they are waiting at the meeting point specified in the Voucher, or as otherwise directed by the hotel or service provider, at least 15 minutes prior to the confirmed pick-up time.

Shuttle transfers operate between certain hours only. Majority of cities provide shuttle services between 7am – 8pm and will not operate outside of these hours. Excite Holidays shall not be responsible for the Travel Agent making arrangements in respect of a shuttle service outside of the normal operating hours.

If travelling with infants, we recommend that the passenger brings their own correct infant seat for use in the vehicle. Passengers can request an infant seat from the service provider, but availability is not guaranteed. Additional charges may apply. In some locations, drivers are unable to transport infants without the appropriate legislated seat.

In the event that the passenger does not bring their own infant seat, the service provider may decide at its sole discretion that service may become invalid, with no refund applicable to the passenger. Excite Holidays does not accept any responsibility for any loss or additional fees and/or charges incurred by the passenger as a result of the service provider’s refusal to provide the service to the passenger in the event the passenger fails to bring their own infant seat.

Passengers must notify Excite Holidays if they are carrying sports equipment (ie. surfboards, skis) so that arrangements can be made to accommodate this. Additional charges may be incurred.

Tips are not included in any transfer fee incurred by the passenger and are at the passenger’s discretion.

11. Activities

All names, titles and initials of those travelling should be correctly given at the time of the applicable Rate Confirmation. Changes to Customer details cannot be made after a Rate Confirmation has been made.

A hotel, supplier or service provider may not agree to amendments to a Rate Confirmation and the Travel Agent may therefore need to cancel the original Rate Confirmation and make a new Rate Confirmation. Additional fees may apply in the event the Travel Agent is required to make a new Rate Confirmation resulting from a required amendment to the original Rate Confirmation.

Cancellation policies will, where known to Excite Holidays and where possible, be stated at the time of the Rate Confirmation, and on Confirmation Summaries issued in respect of a Rate Confirmation made. Please check your Confirmation Summary for clarification of cancellation policies.

It is the responsibility of all passengers, regardless of the passport they hold, to check with the appropriate consulates to determine if any visas are required. As visa and health requirements are subject to change without notice, Excite Holidays recommends that verification of existing foreign visa and health requirements should be made prior to travel.

Any applicable foreign departure fees and taxes, security fees and charges, port charges, park fees, US customs, immigration, agricultural passenger facility charges and international transportation tax are not included in the Rate Confirmation. Tips/gratuities to tour directors, drivers and local guides are also not included in the fees stipulated in the Rate Confirmation.Passport, visa, baggage and personal insurance, beverages and food not listed under inclusions in the Marketed Rate of the relevant travel product and/or the Rate Confirmation, and all other items of a personal nature are not included in the Rate Confirmation.

We check and recheck details about any and all travel products the subject of our Marketed Rates on our website, in order to ensure accuracy. When we are told in advance of a significant change to a Rate Confirmation, we will notify as early as we can.

We strongly recommend that, at the time that the Rate Confirmation is made, a comprehensive travel insurance policy be purchased.

Due to limited space on motorcoach tours, we ask tour members to carry one bag per person on each activity. Wheeled carry-on bags are not suitable as hand luggage on motorcoaches.

For all arrangements made in relation to the Rate Confirmation, the Travel Agent making the Rate Confirmation shall be deemed to have accepted the conditions of the Rate Confirmation on behalf of the person(s) named in the Confirmation Summary. The contract will be governed by/and subject to the Excite Holidays Terms & Conditions. No variation to these Terms and Conditions shall be of any effect unless made in writing by and with the authority of Excite Holidays.

The Travel Agent, on behalf of its Customer, acknowledges and agrees that Excite Holidays, shall not be liable in whole or in part for injury, damage, loss, accident, delay or irregularity, liability or expense to person or property due to any act or omission whatsoever by any hotel, carrier, supplier, service provider or other company or person providing services or products included in the Marketed Rates on the Website and/or in the Rate Confirmation and/or the Confirmation Summary.. Further, Excite Holidays accept no responsibility for any sickness, pilferage, labour disputes, machinery breakdown, government restrains, acts of war and terrorism, weather conditions, defect in any vehicle of transportation or for any misadventure or casualty or any other causes whatsoever. Excite Holidays reserves the right to cancel, change or substitute any service offered by a hotel, supplier or accommodation service provider whose rates have been marketed by Excite Holidays and to decline to accept or retain any passengers at any time for any reason including, without limitation, insufficient number of participants. All travel documents and Vouchers are issued subject to the Website Terms and Conditions and other terms and conditions specified by Excite Holidays, its agents and suppliers.

12. Ferries

Mediterranean

  • Ferry tickets will only be issued once full payment is received.
  • Once ticketed, all ferry tickets are non-refundable, non-transferable, and non-amendable.
  • Standalone tickets may incur an administrative fee. Refer to the Rate Confirmation Conditions on the website for more details.
  • Where accommodation is included with the ferry ticket at the time of the ferry ticket purchase, the administrative fee may be waived. Refer to the Rate Confirmation Conditions on the website for more details.
  • Postage costs may incur an additional fee. Tickets will be posted to the Travel Agent and the Travel Agent must then pass the ticket(s) on to the passengers. Please note courier delivery service attracts a further additional fee which is payable by the Travel Agent, and will be advised per delivery. Refer to the Rate Confirmation Conditions on the website for more details.
  • Rates must be confirmed at least 14 days prior to departure.

Fiji Islands

Mamanuca Transfers – South Sea Cruises
  • All prices for Rate Confirmations in respect of Transfers are one way inclusive of taxes.
  • Child tickets apply to children 5-15 years old inclusive, children under 5 are free of charge – Rate Confirmations within 3 days of departure are non-refundable and non-transferable.
  • Passengers departing from Denarau Marina must check in at Denarau Marina 30 mins prior to departure.
Yasawa Transfers – Yasawa Flyer operated by Awesome Adventures Fiji
  • All prices for Rate Confirmations in respect of Transfers are one way inclusive of taxes
  • At each stop resort tenders (small motorised boats) come out to meet the Yasawa Flyer and transfer guests to/from the Resort (additional charges may be applicable and payable directly to the hotel, resort or service provider).
  • Child tickets apply to children 5-15 years old inclusive, children under 5 years of age are free of charge. Rate Confirmations in respect of Transfers made within 3 days of departure are non-refundable and non-transferable
  • Passengers must check in at Denarau Marina by 8:00am at the latest.
Leeward Island Services – Malolo Cat
  • All prices for Rate Confirmations in respect of Transfers are one way inclusive of taxes
  • A separate Voucher is required for each transfer (i.e. one Voucher is required per one way transfer)
  • Child tickets apply to children 2-15 years old. Infants under 2 years of age are free of charge.
  • Rate Confirmations in respect of Transfers are non-refundable and non-transferable within 3 days of departure.

13. General Information

When a Rate Confirmation is made, the Travel Agent will receive two emails from Excite Holidays; an Invoice and a Confirmation Summary. Vouchers will only be available to download from the Website once the applicable Rate Confirmation has been paid in full.

The Excite Holidays system is for marketing rates for Fully Independent Travellers (“FIT”) only. Rate Confirmations of more than 9 rooms, in the same hotel may be considered a group confirmation and will not be accepted by Excite Holidays. If a Travel Agent splits groups to make them appear as FITs, hotels may charge group cancellation fee/s and/or other levies, which the Travel Agent is obliged to pay in full. Excite Holidays reserves the right to cancel Rate Confirmations if they appear to be group confirmations and not genuine FIT Rate Confirmations.

The Travel Agent agrees to read all documentation accompanying their Rate Confirmation and to advise the Customer on any and all information relevant to the Customer including but not limited to information and details specified to be the responsibility of the Customer.

Rate Confirmations must be made bona fide. Excite Holidays reserves the right to cancel a Rate Confirmation if it appears to have been made just to hold space.

All information (written and pictorial) displayed on any site run by Excite Holidays Pte Ltd or any company it owns or a any associated company remains the property of Excite Holidays Pte Ltd. Every page of the Excite Holidays website is copyrighted. No information of any sort can be copied from the website to any other website or those of any third parties for any purposes whatsoever.

The Excite Holidays’ agent panel is only available to registered Travel Agents. No software, or means of access to any Excite Holidays systems, may be passed to any third party, without the express written permission of Excite Holidays. No Excite Holidays system may be accessed for any reason whatsoever should you cease to be a client of Excite Holidays.

Whilst Excite Holidays makes every effort to ensure the accuracy and correctness of all content displayed on the Website including the Marketed Rates, Excite Holidays does not warrant that the content displayed on the Website is completely error-free. Excite Holidays shall not be liable to any agent or third parties should any such information or reports prove to be incorrect or incomplete in any way. Excite Holidays recommends that the Travel Agent and the Customer should visit the hotel’s official website for the latest information about the hotel before making a Rate Confirmation, paying for the Rate Confirmation, and visiting the hotel.

Excite Holidays is not liable for any loss (direct, indirect or consequential) or third party claims (including cancellation fees) incurred as a result of incorrect or incomplete details in a Marketed Rate, Rate Confirmation or Confirmation Summary.

Excite Holidays’ operating procedures form an integral part of its Business Terms and Conditions. The Travel Agent agrees to read documentation accompanying Excite Holidays systems and ensures points noted as the specific responsibility of the customer are well noted.

The Agency is fully responsible for payment of all Rate Confirmations made by their Travel Agents through the Excite Holidays online reservation system.

Most hotels require a major credit card to be provided upon check-in. If this is not possible then they will require a cash deposit.

14. Contract

A request to make a Rate Confirmation is considered an offer of a formal and legally binding contract, deemed accepted by Excite Holidays upon receipt by the agent of the Rate Confirmation. All contracts with Excite Holidays are subject to the Website Terms and Conditions set out herein.

All contracts with Excite Holidays will be governed by Singaporean law. On receipt of a request by the Travel Agent to make a Rate Confirmation, Excite Holidays shall imply consent to the exclusive jurisdiction of the Courts of the Republic of Singapore in all matters regarding each contract except to the extent that Excite Holidays invokes the jurisdiction of the courts of any other country.

15. Confidentiality

Under no circumstances may the Travel Agent disclose Excite Holidays’ net rates or any information relating to them or these Terms and Conditions to anyone who is not a member/or employee of their Travel Agency. Excite Holidays reserve the right to cancel all Rate Confirmations and terminate with immediate effect all contracts without notice to the Travel Agent, should the Travel Agent be in breach of this Condition.

Excite Holidays does not permit unauthorised use of the Excite Holidays name or logo or any Excite Holidays symbols anywhere for any reason whatsoever.

16. Liability

Excite Holidays act only as a marketer of rates for hotels, transportation or any other offerings by the ultimate hotel or service provider. As such Excite Holidays is not liable for personal injury, illness, property damage, or other loss of expense of any nature whatsoever arising directly or indirectly out of any actions of hotels, transportation company or other company or person providing or rendering services the rates of which have been marketed through or by Excite Holidays.

17. Payment

Notwithstanding any other provision of these terms and conditions, in order to ensure that there is adequate operational support in respect of dispute management, refunds, cancellations, returns and customer support (“Operations”), Excite Holidays Pte Ltd acknowledges and agrees that it delegates all contractual responsibility in respect of such Operations to its affiliates as follows:

  1. in respect of all European transactions, Excite Holidays Ltd is the responsible contractual party in respect of the above Operations;
  2. in respect of all transactions occurring in Australia, Excite Holidays (Australia) Pty Ltd is the responsible contractual party in respect of the above Operations;
  3. in respect of all transactions occurring in the USA, Excite Holidays LLC is the responsible contractual party in respect of the above Operations;
  4. in respect of all other transactions, Excite Holidays Pte Ltd is the responsible contractual party in respect of the above Operations.

The practical effect of this clause is that the above named companies are responsible for dealing with the Operations referred to in this clause.

The practical effect of this clause is that the above named companies are responsible for dealing with the Operations referred to in this clause.

Credit Card is Excite Holidays’ preferred method of payment. Also accepted is payment via Direct Deposits, E-Nett, Tias Tips, and Electronic Transfer.

Credit Card payments don’t attract merchant fees, however if a refund is processed by credit card, merchant fees will be charged as follows: 3.5% for American Express; 1.5% for Visa and Mastercard.

Remittance advice must be emailed to accounts@exciteholidays.com.

Travel Agency Payment Structures:

  • Gross / Net: Website displays gross rates and the Travel Agency pays net amount to Excite Holidays. Where a Gross / Net Travel Agency chooses to pay Gross, commission will be paid. See section 18 for commission details.
  • Net / Net: Website displays net rates. Travel Agency adds mark-up and pays Excite the net rate as displayed on the Tax Invoice.

18. Commission

Not all sales are commissionable. Where a Gross / Net Travel Agency chooses to pay Gross, commission will be paid.

After a Rate Confirmation is made, Excite Holidays issues the Travel Agency with an Invoice reflecting the total price of the Rate Confirmation and the commission value. Excite Holidays reserves the right to review and change the commission percentage at any time.

Excite Holidays will pay commission back to the Travel Agency once the service has been consumed, 14 days after the final check-out on the Confirmation Summary. Commission will be paid either through virtual credit card or electronic transfer.

  • For electronic transfer, a signed Bank Authorisation form is required to be on file in order for commission to be paid by Excite Holidays to the Travel Agency. An Authoritisation form can be provided upon request.
  • For virtual credit card payments made by Excite Holidays to the Travel Agent, a primary contact name and contact email address is required.

19. Early Termination

Notwithstanding any other provision of this Agreement, Excite Holidays may at any time give not less than 30 days notice in writing of termination of the Travel Agency Account, and this Agreement will terminate at the end of that period.

20. Rewards

Rewards Points will be linked to a unique work email address.

Rewards Points are not transferable.

Rewards Points become available after your confirmed check out date.

Rewards points expire 24 months from the confirmed check out date.

Rewards Points can be redeemed after you earn at least 5,000 points. Any number of Rewards Points can be redeemed after the 5,000 minimum.

When Rewards Points are used as payment on a particular Rate Confirmation, and at a later time, the Rate Confirmation is cancelled then, in the event the Travel Agent is entitled to a refund of the Rate Confirmation, the system will refund the Travel Agent in full for the Reward Points, which will then be valid for 30 days.

When Rewards Points are refunded for a cancellation, if the cash paid portion is not enough to cover the cancellation fee, Rewards Points will be automatically used to cover the balance of the price stipulated for the Rate Confirmation.

When redeeming Rewards Points as payment on a Rate Confirmation, the Travel Agent will only earn points on the cash paid portion of the Rate Confirmation.

The Rewards structure, terms and conditions and the benefits marketed through the Website are subject to modification, cancellation, or limitation at the discretion of Excite Holidays, with or without notice. The number of Rewards Points required to redeem any Reward can be modified, any Reward or benefit may be withdrawn, and restrictions on any Reward or reward redemption (“Reward Redemption”) may be imposed at any time.

Excite Holidays reserves the right to withdraw any special offers and promotions in relation to the Rewards program at any time without notice in its sole discretion.

To earn Rewards Points, a member (“Member”) must be logged onto the Website with his/her unique work email address at the time of making an eligible transaction.

Where Rewards Points are earned on products that are discounted as part of the promoted special offer, the number of Rewards Points earned will be on the discounted price, not on the original price listed on the Website

Rewards Points cannot be converted to or exchanged for money.

Available points are for the Member’s benefit only. Excite Holidays is not responsible for points that are controlled by the travel agency group. The Travel Agency has the sole discretion to allocate available points to its employees.

Points cannot be re-credited once they have expired.

Excite Holidays reserves the right to reverse or cancel any Rewards Points credited to a Member incorrectly, or not in accordance with, or in breach of, the Website Terms and Conditions at any time

The Travel Agency is responsible for any tax liability as a result of earning and redeeming reward points.

Excite Holidays and any of their employees are not liable for any loss or claim of any kind (including, without limitation, consequential or economic loss or loss of profits), arising under or in connection with these Website Terms and Conditions or the Rewards program, including, without limitation, any changes to the Website Terms and Conditions or the Rewards program, save to the extent that such loss or claim arises from the gross negligence or wilful misconduct of Excite Holidays, or any of their employees.

21. E-Newsletter

You agree that Excite Holidays may communicate with you through your account or through other means including email, mobile number, telephone, or delivery services including the postal service about your Excite Holidays account or marketing and promotion of rates through or associated with Excite Holidays.

By entering your email address, you agree to receive emails from Excite Holidays (including marketing information, promotional offers and surveys from Excite Holidays). Collected information will not be shared with any third party and complies with our stated Privacy Policy.

If you choose not to receive emails from Excite Holidays, you have the option to unsubscribe by clicking on the Unsubscribe link at the bottom of each email.