Booking Terms and Conditions

Last updated: 19 July 2026

These Booking Terms and Conditions apply to individual accommodation, transfer, flight, ferry and other travel services requested or booked through Sappho Travel.

Services are normally offered and booked separately, even where more than one service is requested for the same journey or appears on the same proposal or invoice. Each service may be subject to its own price, payment conditions, cancellation terms and supplier conditions.

Please read these terms carefully before accepting a proposal or making a payment. Additional service-specific or supplier conditions may also apply. Where they do, they will be disclosed before the relevant service is confirmed.

1. About Sappho Travel

Sappho Travel is operated by:

In these terms, “Sappho Travel”, “we”, “us” and “our” refer to the legal business operating Sappho Travel.

“You”, “your”, “traveller” and “customer” refer to the person making the booking and, where applicable, the other travellers included in that booking.

2. Services covered by these terms

These terms may apply to the following individual travel services:

• hotel, studio, apartment, villa or other accommodation;
• private or shared taxi, minibus or coach transfers;
• domestic or international flights;
• ferry tickets;
• car hire or other transport where offered;
• other travel services expressly identified in a Sappho Travel proposal.

Airlines, ferry companies, accommodation providers, transfer operators, car-hire businesses and other suppliers may impose their own conditions. Those supplier conditions will also apply to the relevant service.

Where a written proposal or confirmation contains a service-specific condition that differs from these general terms, the service-specific condition takes precedence for that service, provided it was disclosed before confirmation and is permitted by law.

3. Separate travel services

Sappho Travel generally offers and arranges individual travel services separately. These may include accommodation, transfers, flights, ferry tickets or other services requested by the customer.

Each service is separately identified in the proposal, invoice or booking confirmation and may have its own:

• price;
• supplier;
• payment deadline;
• cancellation conditions;
• amendment rules;
• refund conditions.

The fact that two or more separately identified services appear on the same proposal or invoice does not, by itself, mean that they are being sold as one combined product.

If a particular combination of services is legally classified as a package or linked travel arrangement under applicable law, Sappho Travel will provide any additional information, documentation and statutory protection required by law.

4. Booking requests

An enquiry or booking-request form does not create a confirmed reservation.

Submitting a request does not:

• guarantee availability;
• guarantee a quoted price;
• reserve accommodation;
• hold a transfer vehicle;
• reserve a flight or ferry seat;
• oblige Sappho Travel or a supplier to accept the request.

All requests are subject to availability. We may ask for further information before preparing a proposal.

5. Proposals and quotations

Where suitable services are available, Sappho Travel may send you a written proposal or quotation containing:

• the proposed service or services;
• travel dates;
• traveller or occupancy details;
• the total price;
• services included and excluded;
• payment requirements and deadlines;
• cancellation and amendment conditions;
• relevant supplier terms;
• the period for which the proposal remains valid.

A proposal is not a confirmed booking.

Unless expressly stated otherwise, prices and availability remain subject to confirmation until the required payment has been received and Sappho Travel has issued written confirmation or the applicable ticket.

A proposal may expire or be withdrawn if:

• its stated validity period has passed;
• the service is no longer available;
• the supplier changes its price or conditions;
• the required payment is not received by the stated deadline;
• an obvious pricing or description error is identified;
• the supplier declines or is unable to confirm the service.

6. Responsibility of the person making the booking

The person making the booking is responsible for:

• having authority to make the booking for all included travellers;
• providing complete and accurate information;
• checking names, dates, routes, room types and other booking details;
• communicating these terms to all travellers included in the booking;
• communicating supplier conditions and travel information to the other travellers;
• making all payments by the applicable deadlines;
• notifying Sappho Travel promptly of any errors or requested changes.

We may treat instructions received from the lead traveller as authorised by all travellers included in the booking.

7. When a booking is confirmed

A booking is confirmed only when:

1. you have accepted the written proposal;
2. Sappho Travel has received the required deposit or full payment; and
3. Sappho Travel has issued written confirmation or the applicable ticket.

An automatic email acknowledging receipt of an enquiry or form is not a booking confirmation.

A quotation, invoice, payment instruction or copy of a bank-transfer receipt is not, by itself, confirmation that the requested service has been secured.

Please check every confirmation and ticket immediately. Report any error to Sappho Travel without delay.

8. Accommodation payment conditions

Unless a different payment schedule is stated in the individual proposal:

• a deposit of 30% of the total accommodation cost is required to confirm the booking;
• the remaining balance must be paid no later than 30 days before the first booked service or accommodation arrival date;
• where a booking is made 30 days or less before the first booked service or arrival date, full payment is required to confirm the booking.

The payment deadline will be shown on the proposal or invoice.

Certain accommodation providers may require a larger deposit, an earlier balance deadline or full payment at confirmation. Where this applies, the different conditions will be disclosed in the proposal.

The accommodation deposit is subject to the cancellation conditions in these terms and any stricter property-specific conditions disclosed before confirmation.

9. Flight and ferry ticket payments

Flight and ferry tickets must be paid in full before they can be issued.

Payment is required immediately upon acceptance of the ticket quotation or by any shorter deadline stated in the proposal.

Fares and availability may change until:

• the quotation has been accepted;
• full payment has been received;
• the carrier has accepted the reservation; and
• the ticket has been issued.

If the quoted fare is no longer available before payment or issuance, we will inform you of the updated fare or an available alternative.

Flight and ferry changes, cancellations and refunds are governed by:

• the airline’s or ferry company’s fare rules;
• the ticket type purchased;
• the timing of the request;
• applicable passenger-rights legislation.

Some tickets are non-refundable and non-changeable. Other tickets may permit a refund or amendment subject to supplier charges and any fare difference.

Any Sappho Travel booking, ticketing or administration fee will be disclosed before the ticket is purchased.

10. Prices and currency

Unless otherwise stated, prices and invoices are presented in euros.

Where a supplier charges in another currency, the euro amount may depend on the applicable exchange rate when the service is booked or paid.

Customers are responsible for currency-conversion costs or charges imposed by their own bank, card issuer or payment provider.

The proposal will identify the services and charges included in the quoted price.

Certain amounts may be payable separately where disclosed, including:

• government-imposed accommodation or climate-related charges;
• security deposits;
• optional extras;
• meals or beverages not included in the proposal;
• additional cleaning or damage charges;
• parking or pet charges;
• supplier charges for late arrival or additional guests.

11. Payment methods

Sappho Travel may accept payment by:

• bank transfer;
• approved online payment link;
• credit or debit card;
• another method expressly stated in the payment instructions.

Available methods may depend on the service, booking amount and time remaining before travel.

Customers should use only payment details and links issued directly by Sappho Travel.

Sappho Travel does not request photocopies of payment cards or ask customers to send full payment-card details through ordinary email.

No payment-method surcharge will be imposed where such a surcharge is prohibited by law.

Where a payment fee is legally permitted, it will be disclosed before payment and will not exceed the cost permitted under applicable law.

The customer is responsible for ensuring that the full invoiced amount reaches Sappho Travel by the payment deadline.

Bank charges imposed on the sender or by an intermediary bank are the customer’s responsibility. The net amount credited to Sappho Travel must equal the amount stated as payable on the invoice.

12. Late or incomplete payment

If the required payment is not received by the applicable deadline, Sappho Travel may:

• decline to confirm the requested service;
• cancel an existing reservation;
• release the accommodation or transport service;
• apply the applicable cancellation conditions;
• require a new quotation based on current availability and prices.

We may send a payment reminder, but we are not required to do so. The customer remains responsible for meeting all payment deadlines.

13. Cancellation by the customer

All cancellation requests must be submitted in writing to: contact@sapphotravel.com.

The effective cancellation date is the date on which Sappho Travel receives the written cancellation.

Cancellation charges depend on:

• the service being cancelled;
• the date on which the cancellation is received;
• the relevant supplier’s conditions;
• the conditions stated in the proposal or confirmation;
• any mandatory rights applying under consumer or passenger-rights law.

No-show, early departure and unused services do not automatically create a right to a refund.

Nothing in these terms limits a mandatory cancellation or refund right that applies under law.

14. General accommodation cancellation policy

Unless different conditions are stated in the individual accommodation proposal, the following cancellation policy applies:

Cancellation 22 days or more before arrival

The cancellation charge will be:

• the 30% accommodation deposit; and
• an administration fee equal to 15% of the unpaid accommodation balance.

Cancellation between 21 and 15 days before arrival

The cancellation charge will be:

• 50% of the total accommodation cost; and
• an administration fee equal to 15% of any remaining unpaid accommodation balance.

Cancellation 14 days or less before arrival

The cancellation charge will be 100% of the total accommodation cost.

No-show and cancellation on the arrival date

The cancellation charge will be 100% of the total accommodation cost.

A traveller who does not arrive on the first booked date and does not notify Sappho Travel or the accommodation provider of a delay may be treated as a no-show.

In the event of a no-show, Sappho Travel or the accommodation provider may release and reallocate the accommodation.

Reducing the number of rooms, nights or travellers may be treated as cancellation of the affected part of the booking.

Where an accommodation provider imposes different or stricter cancellation conditions, those conditions will be disclosed before the booking is confirmed.

15. Flight and ferry cancellations

Voluntary cancellation of a flight or ferry ticket is subject to the conditions of the fare purchased.

Where a ticket is non-refundable, no refund will normally be due following voluntary cancellation, except for any taxes or charges that the carrier or applicable law requires to be returned.

Where a refundable or partly refundable fare has been purchased, any refund will be calculated according to:

• the carrier’s fare conditions;
• supplier cancellation charges;
• any applicable Sappho Travel service fee;
• amounts actually returned by the carrier.

Sappho Travel’s own ticketing or booking fee may remain non-refundable where the ticketing service has already been performed.

Different rights may apply where the airline or ferry company cancels or significantly changes the service.

16. Amendments requested by the customer

Requests to change names, dates, routes, room types, occupancy or other booking details must be submitted in writing.

Amendments are subject to:

• availability;
• supplier approval;
• fare or price differences;
• supplier amendment charges;
• any Sappho Travel amendment fee disclosed before processing.

A requested amendment is effective only after it has been confirmed in writing.

If a requested change cannot be made, the original confirmed booking remains in effect unless the customer cancels it under the applicable cancellation conditions.

17. Sappho Travel amendment fee

A Sappho Travel amendment fee of €15 may apply to each customer-requested amendment made:

• during the final 14 days before arrival; or
• during the traveller’s stay in Greece.

This fee is in addition to supplier charges and any difference in price or fare.

The Sappho Travel amendment fee will not normally be charged where the amendment is required because of circumstances outside the customer’s reasonable control, such as:

• a significant airline or ferry schedule change;
• severe weather;
• a strike affecting the booked journey;
• another verified disruption that prevents the original arrangement from being used.

18. Administration fee for lower-value files

A Sappho Travel administration fee of €15 per booking file applies where the total value of the services booked in that file is less than €500.

The fee applies per booking file, not per traveller.

The administration fee is waived where the total value of the booked services in the file is €500 or more.

Postage, courier charges and similar delivery costs are not included when calculating whether the €500 threshold has been reached.

19. Traveller names and travel documents

Passenger names must be supplied exactly as they appear on the passport or identity document that will be used for travel.

The traveller is responsible for holding all required:

• passports or identity cards;
• visas or residence documents;
• health or vaccination documents where applicable;
• permissions or documents required for minors;
• other documents required by the carrier or destination.

Name corrections may be restricted by a carrier and may require:

• a correction or amendment fee;
• payment of a fare difference;
• cancellation and purchase of a new ticket.

Sappho Travel is not responsible where a traveller is refused boarding or entry because required documents are absent, invalid, expired or inconsistent with the reservation.

20. Electronic tickets and documents

Flight tickets, ferry tickets, vouchers and other travel documents will normally be supplied electronically.

The customer is responsible for:

• providing a valid email address;
• checking inbox and spam or junk folders;
• reviewing received documents promptly;
• notifying Sappho Travel immediately of any error;
• carrying any printed or electronic documents required by the supplier.

Physical delivery is available only where expressly agreed.

Any registered-post or courier charge will be disclosed before physical delivery is arranged.

21. Accommodation descriptions and facilities

Sappho Travel makes reasonable efforts to provide accurate information received from accommodation providers.

However:

• photographs may be illustrative;
• room layouts and furnishings may vary;
• facilities and seasonal services may change;
• distances and walking times are approximate;
• descriptions such as “central”, “quiet”, “near”, “accessible”, “seafront”
  or “sea view” may involve an element of judgement.

Only facilities, room features and requirements expressly included in the written proposal or confirmation are guaranteed.

Other requests and preferences are subject to availability and cannot be guaranteed.

22. Accessibility and assistance requirements

Please inform Sappho Travel of essential accessibility, mobility or assistance requirements before accepting a proposal.

You do not need to disclose a diagnosis, but you should provide sufficient practical information for us to investigate whether a service is suitable.

Relevant information may include:

• step-free access;
• doorway or lift dimensions;
• bathroom configuration;
• requirements for a walk-in shower or grab rails;
• use of a wheelchair or other mobility equipment;
• maximum comfortable walking distance;
• requirement for an accessible vehicle;
• assistance required with luggage.

We will make reasonable efforts to verify requested features with the relevant supplier.

An accessibility feature is confirmed only if it is expressly included in the written proposal or booking confirmation.

23. Transfers

Transfers are subject to driver and vehicle availability.

A transfer is confirmed only after the applicable price has been agreed, any required payment has been received and Sappho Travel has issued written confirmation.

The traveller is responsible for supplying accurate:

• arrival or departure date;
• scheduled arrival or departure time;
• airline or ferry company;
• flight or ferry number;
• number of passengers;
• luggage information;
• mobility-equipment information;
• child-seat requirements;
• contact telephone number.

The traveller must notify Sappho Travel promptly of timetable or itinerary changes.

Additional waiting, parking, night-service or replacement-transport charges may apply where:

• a flight or ferry is substantially delayed;
• the traveller supplies incorrect information;
• the traveller fails to attend the agreed meeting point;
• the service moves to a different date or time;
• a replacement driver or vehicle is required.

Shared transfers depend on sufficient demand and compatible travel times. Selecting or requesting a shared transfer does not guarantee that one will be available unless it is confirmed in writing.

24. Transfer cancellations and no-shows

Transfer cancellation conditions will be stated in the relevant proposal or confirmation.

Unless different conditions are stated:

• cancellations must be submitted in writing;
• supplier cancellation charges may apply;
• late cancellation may result in the full transfer price being payable;
• no refund will normally be due for a no-show or unused confirmed transfer.

If a traveller misses a transfer because of incorrect information, personal delay or failure to attend the agreed meeting point, the original transfer may remain payable.

Replacement transport is subject to availability and additional payment.

25. Carrier delays, cancellations and schedule changes

Airlines and ferry companies may amend or cancel their schedules.

The traveller’s rights in these circumstances are governed by:

• applicable passenger-rights legislation;
• the carrier’s conditions of carriage;
• the fare or ticket type;
• the reason for and circumstances of the disruption.

Depending on the circumstances, the carrier may offer:

• reimbursement;
• rebooking;
• rerouting;
• care or assistance;
• compensation where legally applicable.

Sappho Travel will provide reasonable assistance for tickets booked through our agency. The airline or ferry company remains responsible for operating the service and determining the carrier remedy.

Where a carrier refund is processed through Sappho Travel, the refund will normally be paid to the customer after the corresponding funds have been received from the carrier, subject to applicable law.

26. Changes or cancellation by an accommodation or other supplier

If a supplier changes or cannot provide a confirmed service, Sappho Travel will notify the customer as soon as reasonably possible.

Depending on the circumstances and applicable law, we may offer:

• a suitable alternative;
• a price adjustment;
• cancellation of the affected service;
• the refund legally or contractually due for that service.

A substitute service may differ in location, category, facilities or price. We will inform the customer before confirming a materially different alternative.

Sappho Travel is not responsible for independently booked consequential costs, except where liability cannot lawfully be excluded.

27. Unavoidable and extraordinary circumstances

Travel services may be affected by circumstances beyond the reasonable control of Sappho Travel or the supplier.

These may include:

• severe weather;
• wildfire, flood or earthquake;
• war, civil unrest or security incidents;
• epidemics or public-health restrictions;
• strikes;
• airport or port closures;
• government action;
• major transport or utility disruption;
• other unavoidable events beyond reasonable control.

The consequences for changes, cancellation, alternative arrangements and refunds will depend on:

• the individual service booked;
• the supplier’s conditions;
• whether the service remains capable of being provided;
• applicable consumer or passenger-rights law;
• amounts recoverable from the supplier.

Nothing in this section limits mandatory legal rights.

28. Conduct, occupancy and damage

Travellers must behave responsibly and comply with:

• applicable laws;
• reasonable accommodation and supplier rules;
• health and safety instructions;
• occupancy restrictions;
• rules concerning noise, smoking, pets, visitors and use of property.

Travellers are responsible for damage, loss or extraordinary cleaning caused by themselves or members of their party.

A supplier or Sappho Travel may terminate a service where a traveller’s behaviour causes, or is reasonably likely to cause:

• danger;
• serious disruption;
• unlawful activity;
• harassment;
• significant damage;
• serious distress to other people.

In these circumstances, no refund will normally be payable for unused services.

29. Problems during the trip

If a problem arises, please report it as soon as reasonably possible so that there is an opportunity to investigate and assist.

For accommodation or local-service issues, notify:

1. the accommodation provider or local supplier where appropriate; and
2. Sappho Travel using the contact information supplied in your confirmation.

For airline or ferry disruption, follow the carrier’s instructions and contact its service desk as well as Sappho Travel where assistance is required.

Failure to report a problem while it can still reasonably be addressed may affect the remedy that can be provided. It does not automatically prevent the customer from submitting a complaint after travel.

30. Complaints

Complaints concerning a service booked through Sappho Travel should be submitted in writing to: contact@sapphotravel.com.

Please include:

• the lead traveller’s name;
• booking reference;
• service and travel dates;
• a clear description of the issue;
• relevant photographs, receipts or supporting documents;
• the remedy requested.

Complaints should be submitted as soon as reasonably possible.

We will investigate and respond within a reasonable period, taking account of the nature of the complaint and any information required from the supplier.

Customers may also have the right to contact a competent consumer-protection or alternative dispute-resolution body.

31. Cancellation because of illness or injury

The normal cancellation conditions continue to apply where a traveller cancels because of illness, injury or another personal circumstance, unless mandatory law or the individual booking terms provide otherwise.

On request, Sappho Travel can provide reasonable written confirmation of:

• the services booked;
• payments received by Sappho Travel;
• the date of cancellation;
• the applicable cancellation conditions;
• the cancellation charges applied;
• any refund made.

The traveller may submit this documentation to their travel insurer. Sappho Travel cannot guarantee that an insurer will approve or pay a claim.

32. Travel insurance

Travellers are strongly encouraged to obtain suitable travel insurance as soon as their arrangements are confirmed.

Insurance should be considered for:

• cancellation;
• illness or injury;
• medical treatment;
• pre-existing medical conditions where relevant;
• travel disruption;
• missed departure;
• flight or ferry cancellation;
• baggage loss or damage;
• personal liability.

It is the traveller’s responsibility to ensure that the chosen policy is suitable and provides adequate cover.

Sappho Travel does not provide insurance unless an insurance service is expressly offered and confirmed separately.

33. Personal belongings

Travellers are responsible for their personal belongings, money, travel documents and valuables.

Loss, theft or damage should be reported promptly to:

• the accommodation provider or transport operator;
• the police where appropriate;
• the traveller’s insurer;
• Sappho Travel where assistance is required.

Sappho Travel is not responsible for personal-property loss or damage unless it was directly caused by Sappho Travel’s negligence and liability cannot lawfully be excluded.

34. Privacy and personal data

Personal data is processed in accordance with the Sappho Travel Privacy & Cookie Policy.

Information may be shared with relevant:

• accommodation providers;
• transfer and transport operators;
• airlines;
• ferry companies;
• reservation and ticketing systems;
• payment providers;
• other suppliers involved in providing the requested service.

Information will be shared only where reasonably necessary to arrange or administer the requested service or comply with legal obligations.

35. Liability

Sappho Travel will exercise reasonable care when arranging services.

Responsibility for an individual service depends on:

• Sappho Travel’s legal role;
• the relevant supplier’s role;
• the specific contract;
• the applicable law.

Nothing in these terms excludes or limits liability where doing so would be unlawful.

Sappho Travel is not responsible for loss caused by:

• incorrect or incomplete information supplied by the traveller;
• missing, expired or invalid travel documents;
• voluntary cancellation by the traveller;
• services booked independently of Sappho Travel;
• the acts or omissions of the traveller;
• unavoidable events outside reasonable control, subject to any mandatory legal rights.

Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence where applicable, or any other liability that cannot legally be excluded.

36. Governing law and disputes

These terms and bookings made through Sappho Travel are governed by Greek law.

This does not deprive consumers of mandatory protections available under the law applicable to them.

If a dispute arises, the customer and Sappho Travel should first attempt to resolve it directly and in good faith.

If a dispute cannot be resolved, proceedings may be brought before the courts having jurisdiction under applicable Greek and European Union rules.

Nothing in these terms limits a consumer’s right to contact a competent consumer-protection or alternative dispute-resolution body.

37. Changes to these terms

Sappho Travel may update these general Booking Terms and Conditions from time to time.

The current version will be published on this page together with the date of its latest update.

Updated terms do not retrospectively alter a booking already confirmed under an earlier version unless:

• the change is required by law;
• the change benefits the customer; or
• the customer expressly agrees to the change.

38. Severability

If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.

39. Contact

For booking enquiries, amendments, cancellations or complaints, contact: