Bookings Conditions

Hotels: Terms and Conditions

Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD or EUR according to the selected currency and your bill will state: SOLWAYS ONLINE (PORTUGAL).

Please, note, that you all guests must show passport (for non cuban residents) or Identity card (for cuban residents) at the check in momnet. Some hotels will ask too for the Landing card

Booking & Payment Condition
We offer real time room availability and instant confirmations for widest selection of hotels throughout Cuba. If there is not availability for the confirmed hotel, Solways will get confirmation in a similar category hotel in the same city. All hotels requires prepayment. Your credit card will be debited within 24 hours after making your reservation. The charge will be in USD currency. Solways will take payment for this reservation. The total charge includes all room charges and taxes, as well as fees for access and booking. Any incidental charges such as parking, phone calls and room service will be handled directly between you and the property. Your reservation is guaranteed for late arrival. In case of late arrival, please inform us. Solways accepts online payment with the following Credit Cars ( Visa, MasterCard ). Cash payment is not accepted at the hotel to reduce Covid-19 risks.

Cancellations and Modifications
For all activities that are canceled out of the established maximum time, or where the clients do not participate (no-show) in activities that have been previously acquired, the following penalties will be applied:
  • -If you cancel 72 hours before enjoying any service, Solways will refund the total amount paid for your reservation minus 15. 00 USD, for administrative expenses.
  • - If you cancel within 72.00 hours before the enjoyment of any service, you will be penalized with 100% of the total amount paid.
  • - Non-attendance (no-show) to the enjoyment of any service, it is penalized with 100% of the total amount paid.



Reclamation
If you are not satisfied with any of the services received, please send your complaint to the mail: sales@solwayscuba.com. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.

Parking
Complimentary parking available.

Smoking Policy
Available upon request.

Pets
No pets are allowed.

Check-In & Out
Check-in: 16:00 hrs.
Check-out: 12:00 hrs.

Late Check Out
Late check outs can sometimes be accommodated but must be prearranged at least 24 hours in advance and are subject to both availability and a late check out charge.

Cars: Terms and Conditions

Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD or EUR according to the selected currency and your bill will state: SOLWAYS ONLINE (PORTUGAL).

IMPORTANT: Rent a car offices work just from 9am till 6 pm, except those located at airports. Please, keep it in mind when you made your reservation

Pick up your car
The rental car company will request following information, when you pick up your rental car:
  • Valid driver license for renter & each additional driver.


Payment & Cancellation
Rent a car services requires prepayment. Your credit card will be debited within 24 hours after making your reservation. The charge will be in USD currency. Car rates above just includes rental services, DO NOT include insurance fees, taxes, service charges or any other additional fees as dro off and additional drivers. Those charges must be paid directly by you to the rental car company. The starting deposit is not included in the price and it may change depending of car category, this deposit will be returned upon returning vehicle.

Once you have paid for your reservation, the following cancellation policy applies:

  • - If you cancel more than 15 days before the start date of the service, we will reimburse you for the entire amount paid, less an administrative surcharge equivalent to 3% of this amount, with a minimum of 15 USD.

  • - If you cancel the reservation within 15 days prior to the start of the service, you will be penalized with 1 day's rent. That is, we will reimburse you for the entire amount paid, less the amount equivalent to the price of 1 day's rent.

  • - If you cancel the reservation after 17 hours of the day before the start of the rental service or in case of "no-show" (no presentation on the day and time of collection of the car), you will be penalized with the equivalent of 2 days of rent That is, we will reimburse you for the entire amount paid, less the value equivalent to the price of 2 days' rent.

  • - If you return the car before the scheduled date of the reservation as return date, you will be penalized with 100% of the amount paid.


Payment Conditions
Solways accepts online payment with the following Credit Cars (Visa, MasterCard).

All services for cash pay in Cuba such as insurance fee, parking, gasoline, deposit of guaranty, drop off and additional drive will be handled directly between you and the rental car company and will be priced in Convertible Pesos only.

Euros are acceptable currency in the following six tourist locations: Varadero, Jardines del Rey (Ciego de Avila province), Santa Lucia (Camaguey), Covarrubias in Las Tunas, the tourist area of Holguín, and Cayo Largo del Sur. The currency exchange service will be provided at the airports, hotels, banks and Exchange Houses (CADECA, short for Casa de Cambio).

If your are traveling with American Dollars you pay a tax of 10% to exchange pesos convertibles. Other currencies such as euros, British pounds, Canadian dollars, or Swiss francs could be exchange without tax, just the exchange rate available at the moment.

Gasoline
When picking up the car is delivered with the full gas tank which is not included in the car price, you must pay directly at the rental office.

Additional driver
All co-drivers have to be written in the contract with a valid driver license, passport number when the car is checked out. Otherwise, the CDW (insurance) will not cover for any damage made by the driver even though he/she have a valid driver license.

Each additional co-driver will be charged 10.00 CUC on the contract. The rental car company will maximum accept 2 co-drivers per contract.

Extra equipment
The rental car company offers child seats. To guarantee that a child seat is available at the check out station, this has to be requested when the reservation is made.

One way fee
The rental car company will charge one way fee if the car is checked in on a different station. The charge will depend on the distance

Insurance
The rental car company offers (and collects it from you) one insurance CDW (Collision Damage Waiver) that must be paid by you directly to them. CDW reduces the customers responsibility in accidents were the customer has not violated the legislations written on the rental agreement.

Driver license
The renter has to present the rental car company a valid driver license that is at least 6 months old. If the driver license from its original country is not written in Spanish or English, a international driver license have to be shown.

Airport fee
All reservations confirmed at international airports will be charged with a supplement of 20.00 CUC, which will be paid upon signing the contract to rent a car.

Minimum age
The rental car company requests a minimum age for the renter for renting a car:
  • 21 years old for Skoda Fabia, Audi A3, A4, A6, VW Sharan and others (Minimum 3 years of experience).
  • 30 years old for the Audi A4 cabriolet & Audi TT.


Returning of the vehicle
  • The customer has to return the car according to the agreed date, time and station.
  • If the customer change any of the above it is necessary that the customer calls the provider and receive an approval of the changes.
  • Furthermore the car has to be returned in the same conditions as when the car was rented. If not, the rental car company will charge the customer the self risk listed on the rental agreement.


Reclamation
If you are not satisfied with any of the services received, please send your complaint to the mail: sales@solwayscuba.com. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.

Domestic Flights: Terms and Conditions

Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD currency and your bill will state: ILHA BELA GESTAO E TURISMO UNIPESSOAL, LDA.

Flights and carriers
Due to the fact domestic flights are chartered and schedule time may vary, Solways strongly recommend do not book domestic flights for connecting to internationals flights for the same day.

Solways acts as a general sales agent for the carriers in the sale of Air Only fares. All flight times and carriers are subject to change with or without notice. We recommend that you contact Solways within 12-24 hours of travel dates to confirm times and airport check-in requirements.

Flight times are subject to change, you must contact these phone numbers one day prior of flight departure after 16:00 hrs, in order to get latest pick up time. (53) 52680524 (Monday-Saturday) and (53) 52873918 (Sunday).
If you are in Cayo Coco or Cayo Guillermo, you must contact these phone numbers (53) 52850922 or (53) 52879975
If you will not be staying in any of our hotels, you must leave a contact number in the booking remarks.
For any emergency you can also contact us by telephone:
00537 2045577 ext.1010 from 09:00 to 18:00
00535 2870107, rest of the day.


If Solways is aware of a change every effort will be made to advise you. Please note that in the case of a flight delay announced at the airport, it may not always be possible for the airline to provide accommodation or meals during a delay at the airport. In the event of a delay related to weather, traffic, or another situation, such expenses will be your responsibility. Solways cannot accept responsibility for additional charges incurred for expenses or lost wages as a result of changes to flight times or for missed holiday time. If you purchase only your airfare from Solways it is your responsibility to leave a contact number at your destination with our the local representative so we may contact you in case of a change. All connecting flight reservations are made at the risk of the consumer who hereby agrees to assume the cost of any loss in the event of a change to the original flight schedule. Solways cannot be held liable for damages or additional fees incurred by consumers owing to a missed flight connection.

In case of cancellation of flights by the airline, they protect customers with shared land transfers according to the reserved destination (except Cayo Largo).
In these situations, refunds are made to the clients for the difference paid for the air ticket and the cost of this transfer.

Transfers included
To receive the service of included transfers, you should indicate the hotels where you will stay in both destinies. Pick up time in the hotels’ lobbies is 3 hours before flights’ planned departure time.
IN CASE YOU WILL BE NOT STAYING IN ANY OF OUR HOTELS, YOU MUST LEAVE A CONTACT NUMBER IN THE BOOKING COMMENTS.

Fares
All fares including taxes and service charges are non-refundable.

Payment - Cancellation - Refunds Policies
All flights services requires prepayment. Your credit card will be debited within 24 hours after making your reservation. The charge will be in USD currency. Solways will take payment for this reservation.. All fares including taxes and service charges are non-refundable.

If you need to change or cancel your travel plans, it is your responsibility to notify us in writing of such a request. These tickets are discount tickets, which have restrictions on them and may be up to 100% non-refundable and non-changeable.

Once you have paid for your reservation, the following cancellation policy applies:
  • If you cancel the reservation 72 hours before your intended departure date, we will refund you 20 % OF TOTAL AMOUNT that you paid for your reservation
  • If you cancel your reservations within 72 hours or less of the date of departure, you WONT BE REFUNDED


For cancelling in variable periods, amount of refunding will be as follows:
30 days before: 90 %
15 a 29 days before: 70 %
7 a 14 days before: 40 %
3 a 6 days before: 20 %

All refund request must occur within 30 days of the date of departure. Any refund for modification or no shows will be given at the sole discretion of Solways.
We shall make a refund only to the person who has paid the fare or to that person’s order, who may be required to produce satisfactory proof of original payment.

Taxes and Charges
Any taxes or charges imposed by Government or other authority, including the operator of an airport, which we are obliged to collect from you or pay in respect of you and your flight may be payable by you to us in addition to the fare. At the time you make a reservation you will be advised of the total amount of such taxes and charges not included in the fare and payable by you. Such taxes and charges imposed on air travel are constantly changing and can be imposed after the date that your reservation has been confirmed. If any such tax or charge is introduced or increased after the reservation was made you will be obliged to pay it prior to departure. Similarly, if any such tax or charge due is abolished or reduced before we are obliged to pay it you will be entitled to claim a refund from us.

Seating
We do not guarantee to provide any particular seat in the aircraft and you agree to accept any seat that may be allotted or is otherwise made available on the flight.

Check-in deadlines & Travel documentations Requirements:
You must arrive at the airport sufficiently in advance of the scheduled flight departure time to permit completion of Government formalities and check-in procedures. Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines details of which will be available at the time you make your reservation. In any event we reserve the right not to accept you for travel less than 50 minutes before the scheduled departure time of your flight. If you fail to present yourself for check-in by the time limits stated above, or appear to be improperly documented and not ready to travel, we may refuse to carry you and we are not liable for any loss or expense due to your failure to comply with the provisions.

On check-in you are required to present certain information relating to your flight and identity. Number of the flight which you have confirmed with us. Details of these requirements, necessary for all flights (both international and domestic), are stated in our Carrier‘s Regulations. It is your responsibility to ensure that you meet the passport, visa, health requirements in Cuba

Baggage
Baggage restrictions vary depending on the carrier. Mark and lock your luggage and never leave it unattended. Lost, delayed, or damaged baggage is the responsibility of the airline - with the exception of sports equipment which is not covered and must be insured separately. In the event that your baggage is delayed at your destination or upon your return home, please contact the airline representative before leaving the airport. Failure to do so will invalidate your claim. Baggage handling is performed by independent contractors over which Solways has no control. We cannot assume responsibility for loss of or damage to baggage or other possessions, and strongly recommend you purchase insurance to cover this.
5 kg of hand luggage and 20 kg are allowed as a second suitcase. Overweight will have to pay directly with the airline.

Insurance
We strongly recommend travel insurance to cover you for cancellation, health, baggage etc.

Lost Tickets
If you lose your tickets, it may be possible to re-issue them
for a fee. The amount payable will depend on the circumstances of the loss
and how close to the travel date you discover it. However, not all tickets
can be re-issued; which is another good reason for ensuring you have
sufficient insurance cover. Tickets will be dispatched to you in accordance
with your instructions and we accept no responsibility for their delivery.

Reclamation
If you are not satisfied with any of the services received, please send your complaint to the mail: sales@solwayscuba.com. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.

Packages: Terms and Conditions

Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD or EUR according to the selected currency and your bill will state: SOLWAYS ONLINE (PORTUGAL).
Only VISA or MASTERCARD cards are accepted.

Booking & Payment Condition

All packages require prepayment. Your credit card will be debited within 24 hours after making your reservation for the indicated amount at the time of booking. A written confirmation and details of packages will be sent upon confirmation of the booking.

Package rates are subject to change except when reservations have been confirmed. All rates are quoted in USD. Solwayscuba.com does not guarantee changes to all or parts of a package. Any change in the number of occupants per room may alter the price of the package. In the event of changes that involve an increase in price/rate, payment will be required at the moment of the change and will not be effective until payment is received and availability is confirmed by the Travel Suppliers.

The total charge includes all services described in the packages, as well as fees for access and booking. Any incidental charges such as parking, phone calls, tips and room service will be handled directly between the client and the property.

Cancellation - Refunds Policies
For all activities that are canceled out of the established maximum time, or where the clients do not participate (no-show) in activities that have been previously acquired, the following penalties will be applied:
  • - If you cancel 72 hours before enjoying any service, Solways will refund the total amount paid for your reservation minus 15. 00 USD, for administrative expenses.
  • - If you cancel within 72.00 hours before the enjoyment of any service, you will be penalized with 100% of the total amount paid.
  • - Non-attendance (no-show) to the enjoyment of any service, it is penalized with 100% of the total amount paid.


About domestic flights

Due to the fact domestic flights are chartered and schedule time may vary, Solways strongly recommend do not book domestic flights for connecting to internationals for the same day of departure.

Solways acts as a general sales agent for the carriers in the sale of Air Only fares. All flight times and carriers are subject to change with or without notice. We recommend that you contact Solways within 12-24 hours of travel dates to confirm times and airport check-in requirements.

IN ORDER TO RE CONFIRM CONTACT SOLWAYS, A DAY BEFORE YOUR FLIGHT, AT TELEPHONE NUMBER 05 - 268 05 24. AVAILABLE 24 / 7 FROM MONDAY TO SATURDAY AND 05 – 052873918 AVAILABLE 24/07 ON SUNDAYS.

If Solways is aware of a change every effort will be made to advise you. Please note that in the case of a flight delay announced at the airport, it may not always be possible for the airline to provide accommodation or meals during a delay at the airport. In the event of a delay related to weather, traffic, or another situation, such expenses will be your responsibility. Solways cannot accept responsibility for additional charges incurred for expenses or lost wages as a result of changes to flight times or for missed holiday time. If you purchase only your airfare from Solways it is your responsibility to leave a contact number at your destination with our the local representative so we may contact you in case of a change. All connecting flight reservations are made at the risk of the consumer who hereby agrees to assume the cost of any loss in the event of a change to the original flight schedule. Solways cannot be held liable for damages or additional fees incurred by consumers owing to a missed flight connection.

Transfers included

This service includes transfers from origin hotel to the destiny hotel. Pick up time in the hotels’ lobbies is 3 hours before flights’ planned departure time

Fares

All fares including taxes and service charges are non-refundable.

Taxes and Charges

Any taxes or charges imposed by Government or other authority, including the operator of an airport, which we are obliged to collect from you or pay in respect of you and your flight may be payable by you to us in addition to the fare. At the time you make a reservation you will be advised of the total amount of such taxes and charges not included in the fare and payable by you. Such taxes and charges imposed on air travel are constantly changing and can be imposed after the date that your reservation has been confirmed. If any such tax or charge is introduced or increased after the reservation was made you will be obliged to pay it prior to departure. Similarly, if any such tax or charge due is abolished or reduced before we are obliged to pay it you will be entitled to claim a refund from us.

Seating

We do not guarantee to provide any particular seat in the aircraft and you agree to accept any seat that may be allotted or is otherwise made available on the flight.

Check-in deadlines & Travel documentations Requirements

You must arrive at the airport sufficiently in advance of the scheduled flight departure time to permit completion of Government formalities and check-in procedures. Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines details of which will be available at the time you make your reservation. In any event we reserve the right not to accept you for travel less than 50 minutes before the scheduled departure time of your flight. If you fail to present yourself for check-in by the time limits stated above, or appear to be improperly documented and not ready to travel, we may refuse to carry you and we are not liable for any loss or expense due to your failure to comply with the provisions.

On check-in you are required to present certain information relating to your flight and identity. Number of the flight which you have confirmed with us. Details of these requirements, necessary for all flights (both international and domestic), are stated in our Carrier‘s Regulations. It is your responsibility to ensure that you meet the passport, visa, health requirements in Cuba

Baggage

Baggage restrictions vary depending on the carrier. Mark and lock your luggage and never leave it unattended. Lost, delayed, or damaged baggage is the responsibility of the airline - with the exception of sports equipment which is not covered and must be insured separately. In the event that your baggage is delayed at your destination or upon your return home, please contact the airline representative before leaving the airport. Failure to do so will invalidate your claim. Baggage handling is performed by independent contractors over which Solways has no control. We cannot assu me responsibility for loss of or damage to baggage or other possessions, and strongly recommend you purchase insurance to cover this.
5 kg of hand luggage and 20 kg are allowed as a second suitcase. Overweight will have to pay directly with the airline.

Insurance

We strongly recommend travel insurance to cover you for cancellation, health, baggage etc.

Lost Tickets

If you lose your tickets, it may be possible to re-issue them for a fee. The amount payable will depend on the circumstances of the loss and how close to the travel date you discover it. However, not all tickets can be re-issued; which is another good reason for ensuring you have sufficient insurance cover. Tickets will be dispatched to you in accordance with your instructions and we accept no responsibility for their delivery.

Reclamation
If you are not satisfied with any of the services received, please send your complaint to the mail: sales@solwayscuba.com. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.

About Hotels

Please, note, that you all guests must show passport (for non cuban residents) or Identity card (for cuban residents) at the check in moment. Some hotels will ask too for the Landing card

We offer real time room availability and instant confirmations for widest selection of hotels throughout Cuba. If there is not availability for the confirmed hotel, Solways will get confirmation in a similar category hotel in the same city. All hotels requires prepayment. Your credit card will be debited within 24 hours after making your reservation. Additional services as parking, telephone calls, room services, spa and others will be pay directly by the client in the hotel.

Parking

Complimentary parking available.

Smoking Policy

Available upon request.

Pets

No pets are allowed.

Check-In & Out

Check-in: 16:00 hrs.
Check-out: 12:00 hrs.

Late Check Out

Late check outs can sometimes be accommodated but must be prearranged at least 24 hours in advance and are subject to both availability and a late check out charge.

Activities: Terms and Conditions

Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD or EUR according to the selected currency and your bill will state: SOLWAYS ONLINE (PORTUGAL).
Activities and Suppliers
Solways operates as a general agent for the sale of tourist excursions offered by Cuban receptor entities in charge of coordinating and guaranteeing each of the services marketed, including tour guides in the languages requested.

We recommended that you contact our representative upon arrival at each of the destinations, for the purpose of coordinating details such as the hour and place where you will be picked-up for the activity you selected.

General Conditions
IT IS MANDATORY TO RECONFIRM YOUR PICK UP TIME 24 HOURS BEFORE THE SERVICE, through the following numbers.

(+537) 2045577 ext 1010 (9:00AM - 6:00PM) HAVANA
(+535) 2680522 (from 6:00 PM) HAVANA
(+535) 2680512 VARADERO
(+535) 2879974 or 2875782 CAYO SANTA MARIA
(+535) 2879975 CAYO COCO y CAYO GUILLERMO
(+535) 2875783 HOLGUIN

IN CASE YOU WILL BE NOT STAYING IN ANY OF OUR HOTELS, YOU MUST LEAVE A CONTACT NUMBER IN THE BOOKING COMMENTS.

  • Clients shall be picked-up according to schedule and should therefore wait in the hotel lobby.
  • Clients shall refrain from smoking in the buses and aircrafts used for optional activities.
  • In the event of aerial, nautical and/or excursions that included accommodation, clients are required to present their passports.
  • In case of excursions that require aerial transportation, the type of aircraft used depends on the availability of the airline.
  • Excursions, whether aerial, nautical or land, do not guarantee connection with international departures.
  • In the case of excursions during which the client may drive a motor vehicle (jeep safari), the latter shall be required to present his/her drivers license.
  • Clients interested in diving programs are required to present the relevant certificate or receive initiation lessons.
  • During programmed tours, clients must remain with the group and guide. Clients who do not observe this requirement, because of personal interests, shall do so under their own responsibility.
  • During the tour, Clients shall be responsible for their personal means and effects.
  • The sales voucher is not transferable.
  • The client shall present to the Solways representative, the original sales voucher as proof of payment and in return the client shall receive a ticket filled out in his/her name, which will allow him/her to access to the activity organized on the date agreed. In the event of loss or deterioration of the ticket, the client shall not be entitled to participate in the activity.
  • Meals offered during the activity include one beverage.


Travel Documents and Payment
All activities require preparation and shall therefore be paid when booking the reservation.
Clients should print-out their Activities Voucher and take it with them to the destination site. The activities selected require one or more Solways voucher which shall be delivered to you after you have completed the purchase. After the booking process is complete, clients are advised to:
  • Print out the voucher(s).
  • Keep the voucher(s) during the trip.
  • Contact and give the activities voucher to the Solways representative at the destination.


Discounts
Children under 2 years are admitted free of charge in all the activities.

Cancellation - Refunds Policies
For all activities that are canceled out of the established maximum time, or where the clients do not participate (no-show) in activities that have been previously acquired, the following penalties will be applied:
  • -If you cancel 72 hours before enjoying any service, Solways will refund the total amount paid for your reservation minus 15. 00 USD, for administrative expenses.
  • - If you cancel within 72.00 hours before the enjoyment of any service, you will be penalized with 100% of the total amount paid.
  • - Non-attendance (no-show) to the enjoyment of any service, it is penalized with 100% of the total amount paid.


Change of Date
  • Aerial excursions: an additional 50% charge on the total price of the activity. The client must obtain a new ticket for the desired date (hour).
  • Land and nautical excursions: an additional 25% charge on the total value of the activity. The client must obtain a new ticket for the desired date (hour).


Claims
Claims shall be submitted through the Tourism Desk or to the representative who made the sale. Claims regarding reimbursement of compensations must be presented in writing and within a term of 72 hours following the event and before the client leaves the country. In the case of theft, loss of property and similar personal damages, the client must report the incident to the law enforcement authorities.

Solways and its suppliers shall not be liable for pieces of luggage or other personal effects luggage abandoned or forgotten in transportation vehicles and or hotels.

Transfers: Terms and Conditions

Please read the policies and conditions listed below in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD or EUR according to the selected currency and your bill will state: SOLWAYS ONLINE (PORTUGAL).

Solways acts as a general sales agent for the sale of carrier transfer fares. All transfers require prepayment. Your credit card will be debited within 24 hours after making your reservation. A written confirmation and details of the transfer will be sent to you at the moment of confirming a booking.

It is MANDATORY TO RECONFIRM YOUR PICK UP TIME 24 HOURS BEFORE THE SERVICE, through the following numbers.
(+537) 2045577 ext 1010 (9:00AM - 6:00PM) HAVANA
(+535) 2680522 (from 6:00PM) HAVANA
(+535) 2680512 VARADERO
(+535) 2879974 or 2875782 CAYO SANTA MARÍA
(+535) 2879975 CAYO COCO y CAYO GUILLERMO
(+535) 2875783 HOLGUÍN

IN CASE YOU WILL BE NOT STAYING IN ANY OF OUR HOTELS, YOU MUST LEAVE A CONTACT NUMBER IN THE BOOKING COMMENTS.

Rates
Transfer rates are subject to change except when reservations have been confirmed. All rates are quoted in USD.

Transfers from 1 to 3 persons will be carried out in air-conditioned taxis driven by bilingual English/Spanish speaking drivers. We also provide transfer services for smalls groups of 4 to 6 persons in air-conditioned minibuses.

For private transfers, all suggestions by our clients shall be seriously taken into consideration.

Collective shuttle
Collective shuttle buses to Varadero are also available at lower rates since it’s not a private transfer. The bus will pick you up at your hotel in Havana and will leave you at your hotel in Varadero. Remember that the trip may be slightly longer because it picks up passengers at various hotels in Havana and distributes them in different hotels in Varadero as well. Passengers must take into consideration the importance of timing, since a lot of persons depend on your punctuality.

Transfers will be available at the time and location of your request. Any change must be informed within 72 hrs. Reservations must be made a week before you plan to use them.

Cancellation and Refund Policy
Once you have paid for your reservation, the following cancellation policy applies:
When you cancel the reservation 48 hours before your intended arrival date, we will refund you the total amount that you paid for your reservation.

When you cancel the reservation within 48 hours or less of the date of arrival or no show up there it ll be no refunds.

Reclamation
If you are not satisfied with any of the services received, please send your complaint to the mail: sales@solwayscuba.com. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.

Events: Terms and Conditions

Please read the policies and conditions listed below in full detail before continuing. By agreeing to these terms you acknowledge to have read and understood all the terms and conditions relating to the policies.

Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in EURO currency and your bill will state: GESTION HOT. TURISTICA MESOL S.A.

General Conditions
Participants will pay the registration fee charges directly in Cuba to the representatives of the Organizing Committee.

Services included in the Registration Fee
1. Registration.
2. Professional assistance at Havana and Varadero airports.
3. Participation in working sessions.
4. Attendance to opening and closing ceremonies.
5. Files and working appliances.

Transfer to the conference venue and other sites free of charge.

Reservation and Payment Conditions
All event packages require prepayment. Your credit card will be debited within 24 hours after making your reservation for the amount indicated at the time of booking. A written confirmation and details of the package will be sent at the time of confirmation of a booking.

Events package rates are subject to change except when reservations have been confirmed. All rates are quoted in Euros. Solwayscuba.com does not guarantee that changes can be made to all or parts of the package. A change in the number of occupants per room may change the price of the package. In the event of changes involving an increase in price/rate, payment will be required at the time of change and will not be effective until payment is received and availability confirmed by the Travel Suppliers.

Cancellation and Refund Policy
Once you have paid for your reservation, the following cancellation policy applies:

When you cancel the reservation 15 days before your intended arrival date, we will refund the total amount that you paid for your reservation. This refund is subject to a 15.00 Euro for administration fees.

When you cancel the reservation 14 days or less from the date of arrival, we will refund the total amount that you paid for the reservation minus the amount of the first night of your intended stay at the hotel for no-show charges plus 15.00 Euro for administration fees. Cancellation charge within 24 hours of the date of arrival is 100%, which means that the total amount is non-refundable.

All refund requests must be made in writing within 30 days of hotel check-out. Any refund for early check- out or for no shows will be given at the sole discretion of Solways.

It is your responsibility when booking, to check all details regarding penalties for cancellation, changes and for taking care of the documents relative to the package.

Travel Insurance: Terms and Conditions

Contracting Travel Insurance and Payments
Confirmation of travel insurance is done instantly. Your credit card will be debited, within a period of 24 hours, after the purchase of the insurance. The charge will be in USD. Solways Cuba will receive the payment for this reservation. Solways Cuba only accepts online payments with the following credit cards: Visa, MasterCard.

Cancellation and Refund
For the cancellation of the travel insurance, the following procedure will be followed:
  • - If canceled 72 hours before the start of coverage, the full amount paid will be refunded.
  • - After 72 hours before the insurance start date, the Traveler will NOT be able to make its cancellation effective.

Claim
If you are not satisfied with the service contracted for your Travel Insurance, please send your claim to the ASISTUR Alarm Center: asisten@asistur.cu

Coverages and Exclusions
Detailed information on the characteristics of Travel Insurance can be found in General Insurance Conditions. Please, read carefully the Terms and Conditions included in this document. Insure your trip and travel without risk!

Medical Services: Terms and Conditions

Purchase of the Medical Service PCR COVID-19 Test and Payment
The confirmation of the appointment for PCR COVID-19 Test is done immediately. Your credit card will be debited, within a period of 24 hours after the purchase of the PCR COVID-19 Test. The charge will be in USD. Solways Cuba will receive payment for this reservation. Solways Cuba only accepts online payments with the following credit cards: Visa, MasterCard.

Cancellation and Refund
To cancel the appointment for COVID-19 PCR Test, the following will proceed:
- For cancellations up to 24 hours before the appointment, the full amount paid will be refunded.
- With less than 24 hours before the date of the appointment, the client will NOT be able to make the cancellation and will be penalized with 100% of the total amount paid.
- To cancel the appointment you must send the cancellation request 24 hours before your appointment, to the email sales@solways.com or contact by phone (+53) 7 204 55 77 ext 1435.

Reclamation
If you are not satisfied with the medical service received, please send your claim to the doctor's email medico4@smcsalud.cu

Service guarantee through Cuban Medical Services
Cuba is inserted with exceptional conditions and potential in the world scenario of providers of professional health and academic services, based on the unique conjunction of scientific-medical development with the idiosyncrasy of its people.
In our country, visitors receive highly competent medical care, while feeling comforted by other strengths that make Cuba a unique destination, such as hospitality and public safety, the beauty of the landscape, the environment and the proverbial culture of a happy and charismatic people.
Basing its work on the prestige and solidity of the National Health System, Comercializadora de Servicios Médicos Cubanos, SA, acquires its own identity and now positioning, endorsing the experiences and strengths of more than two centuries of medical practice in Cuba, with the objective of guaranteeing assistance services may include the design and administration of health, academic and epidemiological subsystems, to other countries and on a large scale, the latter with scope for interventions in circumstances of natural disasters.

Incentives: Terms and Conditions

Comments:
  • According to international standards, in order to take an international flight, a minimum of 24h of rest are required after the last dive.
  • For immersions, the client must have and show an open water international certificate. In case the client possesses any other certificate, he/se sould notify us to validate it.
  • Dives depend on the option package the customer selects.

These prices include:
  • Guide
  • Land services
  • Accomodation

The described prices do not include:
  • Airport Tax, 25.00 CUC per pax (this should be paid directly by the clients at the Airport).
  • Tips for the services at any facility (Guide, driver, bellboys)
  • Late check out at the Hotels.
  • Other services not described.

Courtesies:
  • Assistance by representatives and supervisors from Solways at the Airport, Hotels and every activity.
  • 1 pax free every 25 pax paid in DBL room.
  • Tour Guide.

General payment, reservations, and cancellations conditions:
  • The services must be prepaid 100% minimum 30 days, before the arrival of the group. Payment of 20% is required to guarantee the bookings with the written confirmation.
  • The details of the bank account and the beneficiary will be stated in the invoice, once a confirmation of the services is received.
  • The rooming list should indicate names, surnames, and passport numbers and should be sent 20 days before the arrival of the group.
  • The luggage should be identified with a name or a number of the rooming list of the group.
  • Every client must travel with his/her life insurance; Solways will not be responsible if any accident occurs.
  • Prospect visits will have special treatment and preferential prices that will be deducted from the final invoice of the group. (2 pax and only one Prospect.)

Cancellation and complains terms are the following:
  • More than 60 days before the arrival of the group; no penalization will be charged.
  • From 59 to 30 days before the arrival of the group will be charged a 10% of the total lodging amount (only hotel services)
  • From 29 to 25 days will be charged 30% for lodging. (only hotel services)
  • From 14 to 8 days will be charged one (1) lodging night for each canceled and a 10% for contracted extra hotel services
  • From 7 to 3 days will be charged two (2) lodging nights for each canceled and and 25% for contracted extra hotel services.
  • From 2 to 0 days will be charged all lodgings and 50% for contracted extra hotel services.
  • During the stay of the group in Cuba, no deduction will be made for less pax than the ones confirmed. The previously accorded amount for each client will be charged.
  • Possible inconformities and complains for service should be reflected by the clients in written form directly to Solways representative before leaving the country. After 30 days, any new complain will not be valid.

Premium Package: Terms and Conditions

This request should not be considered a confirmation of prices and services. A direct communication with each client is initiated after receipt of the request.

The final prices for each program are sent once the design satisfies the customer. Each program is managed exclusively and under strict privacy.


Cancellations and amendments are subject to penalties. Terms and conditions are specified in individual communications depending of each client program.

The prepayment is a mandatory condition for the enjoyment of confirmed services.

Solways Premium Service is not responsible for acts of overriding reasons (Force Majeure) that could affect in any way the services properly confirmed.