Partner Terms and Conditions

Listed below are the VisitWiltshire Terms and Conditions which apply to businesses joining as partner. 

VisitWiltshire reserves the right to amend these Terms and Conditions from time to time, as necessary.

• VisitWiltshire is a partner-based organisation.

• Businesses who have an involvement with or interest in tourism in Wiltshire are welcome to join as a partner of VisitWiltshire

• Partner benefits are outlined on the Join Us page of visitwiltshire.co.uk. These benefits are provided by third parties and are subject to change or withdrawal at their discretion. Any contracts or agreements are made with these third parties and not through VisitWiltshire.

• Accommodation partners must either hold a valid quality assessment rating from either the AA or VisitEngland’s Quality in Tourism (QIT) scheme or assessed under the Wiltshire Approved Scheme or have committed to the Accommodation Charter for the period of which the business is a partner.

• For accommodation bookings made online and direct with the provider via the VisitWiltshire website, accommodation partners must agree to pay 10% (inc VAT) commission to VisitWiltshire on the full amount of all bookings.

• Attractions are encouraged to sign up to the Attractions Code of Conduct, or be partners of the Visitor Attraction Quality Assurance Service (VAQAS) for the period of which the business is a partner.

• All partners must abide by the law of the land, including provisions relating to Fire Regulations, Health & Safety, Environmental Health, Disability Discrimination, Planning etc.

• Partners are responsible for checking and maintaining the accuracy of their entries on the website (visitwiltshire.co.uk) throughout the year, as well as their entries in VisitWiltshire publications, and advising VisitWiltshire of any required updates.

• Partners are responsible for updating their availability regularly via the Extranet.

• VisitWiltshire reserves the right to refuse or remove a business as a partner. This is particularly relevant subject to the reasons, should a partner's quality assessment be withdrawn . No refunds will be given in respect of partner fees already paid.

Customer Complaints Procedure

In the event of a customer complaint against a partner being received it will normally be dealt with by means of the procedure set out below:

1. For a complaint to be investigated it must be received in writing.

2. All written complaints will be recorded.

3. VisitWiltshire will ask for the complainant’s permission to pass on their complaint to the establishment concerned.

4. VisitWiltshire will write to the complainant advising them that their complaint has been forwarded to the establishment concerned with a request that the establishment responds directly to the complainant within 10 working days.

5. The establishment concerned will be asked to send a copy of their reply to VisitWiltshire.

6. If the complaint is not resolved and further action is requested, then the VisitWiltshire Board will be asked to make a decision as to action to be taken. This may include passing all complaint correspondence to other organisations as appropriate, i.e. Quality in Tourism, AA, Fire Officer, Trading Standards, local planning department, environmental health.

7. If the complaint refers to issues such as potential breaches of health and safety or fire regulations, VisitWiltshire will seek advice as to further action to be taken.

8. Where a business receives repeated complaints, or where the complaint received is of a serious nature in the view of the VW Chief Executive and the VisitWiltshire Board, VisitWiltshire reserves the right to refuse or remove a business as a partner of VisitWiltshire without giving a reason.

Note: Customers are always encouraged to make their complaint at the time, direct to the business concerned.