General information

Our terms and conditions

Travelling with Silver Tray is easy! The journeys you plan with us are train-based, using accommodation that ranges from comfortable to luxurious.

All Silver Tray hotels have been scored as Good, Very Good or Excellent by TrustYou Meta-Review, the world's largest guest review platform.

Your Silver Tray journey does not involve hard physical effort - but you may be required to board trains via steps from train station platforms.

Here's the small print:

Even the most meticulously planned arrangements sometimes go wrong. Delays may occur due to force majeure, which for the purposes of this contract we define  as war or threat of war, terrorist activity, insurrection, riots, strikes, civil action, decisions by governments or governing authority, natural or nuclear disaster, health risks, epidemic or pandemic illness, bad weather, unavoidable technical or maintenance problems with transport, cancellations, changes of schedules or any other operational decisions land carriers, closed or congested train stations, or similar circumstances beyond our control.
Clients booking their package tours with us implicitly accept this.

Silver Tray accepts no liability for the results of delays, or any loss, consequential loss or contingent liability arising from them. Clients, their baggage and property travel entirely at their own risk, acknowledging that in participating in the trip, certain risks may occur.

Silver Tray acts as a travel agent on behalf of all and any supplier delivering the actual service (e.g. the train journeys, hotels, transfers, local experiences, rental cars etc.)

 

 

YOUR ONE DAILY RATE - see what's included

The daily price shown for each category of travel is inclusive of:

3-star: Train (standard class), 3-star hotels, transfers between train stations and hotels. Sometimes breakfast is included.

4-star: Pick-up from the airport of arrival in your Silver Tray start city, train (First class), 4-star hotels incl. breakfast, private transfers between train stations and hotels plus on non-travelling days either “walk with a local” for two hours OR pick up a fully insured self-drive rental car for the day at a nearby rental office; all you pay is fuel.

5-star: Pick-up from the airport of arrival in your Silver Tray start city, train (First class, or better when available), 5-star hotels incl. breakfast, executive transfers between train stations and hotels plus on non-travelling days either special experiences as described for each city OR a premium self-drive rental car for the day delivered to your hotel.

All Silver Tray hotels are scored as Good, Very Good or Excellent by TrustYou Meta-Review, the world's largest guest feedback platform. Your hotels are reserved immediately, but only 100% confirmed once you have paid for your trip.

Baggage:

Trains and transfers will accommodate your normal airline baggage allowance, meaning one checked-in and one hand-luggage item per person. Please let us know in advance if you plan to bring more.

Not included in the Tariffs:

Comprehensive travel insurance, international and domestic air travel, visa fees, meals unless specified (breakfast is included in 4 and 5-star packages), gratuities and municipal hotel taxes which by law must be paid locally in cash or by credit card. The hotel taxes are applied in most Southern European countries but are usually just a few dollars per night.

 

Visas and passports

Your name in the booking must correspond to the name in your passport, or you may not be accepted for train travel and at hotels.

It is your responsibility to ensure that you have a valid passport and applicable visas which meet the requirements of immigration and other government authorities.

If your passport is damaged, does not have sufficient pages for any required visas and/or entry stamps gained en route, is not machine readable or not valid for at least 6 months from the date of return, you may not be able to travel.  Any loss, fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility.  

 

Tickets and vouchers

Around 8 weeks before departure you will receive a full itinerary and sometimes e-tickets or vouchers for the services we have contracted on your behalf as part of your journey.

 

 

 

 

Taxes and surcharges

Applicable municipal hotel taxes must by law be paid locally in cash or by credit card and are your responsibility. The hotel taxes are applied in most Southern European countries but are usually just a few dollars per night.

 

 

 

 

 

 

Card payments

We accept most credit cards and may levy a small merchant fee surcharge.

 

 

Booking Conditions

Your contract (unless specifically noted) is with Grail - Silver Tray ApS. (registered in Denmark under #39789752 in the Danish Registry of Companies and in the Danish Travel Guarantee Fund under #3142), trading as Silver Tray, herein described as SILVER TRAY. When making a booking, you (the lead name on the booking) guarantee that you have the authority to accept, and do accept for you and on behalf of your party, that you are subject to the following conditions, and are deemed to have read, understood and accepted these as well as the paragraphs on this web site under the heading Our terms and conditions. Your contract with SILVER TRAY is also subject to the terms and conditions of carriage of any train company used.

1. Payments

Your payment is due in full at time of booking. Until 90 days before your Silver Tray journey start date you are eligible for a 75% refund, should you choose to cancel for whatever reason. Within 90 days of your Silver Tray journey start date we cannot offer any refunds due to commitments to our suppliers. If your cancellation is within aforementioned 90 days and the reason for your cancellation is covered under the terms of your insurance policy you may be able to reclaim costs that way.

2. Acceptance

SILVER TRAY reserves the right to refuse any booking from prospective clients whom SILVER TRAY considers unsuitable for the type of travel to be undertaken.
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3. Children

​​​​​All children and infants, regardless of age, must be booked as participants of your journey and count towards the occupancy of transfer cars, hotels and trains. Please contact us for heavily discounted pricing for children under the age of 12 staying in the same room as their parents.

4. Alterations by you before your start date

If you decide to change any part of a confirmed booking up to 60 days before departure, we will try to assist but will charge for additional costs, including cancellation charges that may be incurred for services cancelled. Whilst SILVER TRAY will do its utmost to assist you with any changes, this may not always be possible. Any amendments must be made in writing by the lead passenger on the booking.

5. Alteration or cancellation after commencement of travel

Any alteration that you request after your journey has commenced, SILVER TRAY will do its best to implement, but we cannot guarantee that it will be possible. In the event of such amendments being made you will be liable for any alteration or cancellation charges that may be levied for the services originally booked, and for the booking of revised arrangements and the arrangements themselves. As a basic principle, no refund will be paid to clients who do not commence or complete a journey.

6. Cancellations or alterations by SILVER TRAY

a) Alterations

We will of course aim to provide the services we confirmed. However, arrangements are planned several months in advance and rely on the services of independent service providers over whom we have no direct control. Therefore, SILVER TRAY reserves the right to make changes to your holiday arrangements (including accommodation, transport or services) and if changes are made we will advise you where possible before you depart.

b) Cancellations

SILVER TRAY reserves the right in any circumstance to cancel all or part of your travel arrangements due to force majeure. We will always try to offer you alternatives (if available) but SILVER TRAY accepts no liability for compensation or associated costs beyond a full refund of payments made to SILVER TRAY for the trip or excursion.

Where we are obliged to cancel all or a discrete module of your travel arrangements for reasons described as force majeure SILVER TRAY shall inform the client as soon as possible and offer alternative arrangements of comparable standard, if available.

7. Prices
 

Surcharges
We are entitled to pass on any additional charges in respect of alternative arrangements requested by you.

8. Refunds

As a basic principle, no refund will be made for any unused hotel accommodation, service or transport. However, where we ourselves are able to obtain a refund from hotels or principals for services not used, we will endeavour to pass this on to the client, less reasonable administration charges. SILVER TRAY’s responsibility will not extend beyond this refund (where possible) and no payments will be made, or compensation given in respect of claims for contingent liability or inconvenience experienced by clients. No refund can be made on lost, mislaid or destroyed e-tickets or vouchers.

9. Variation of conditions of contract
No employee, agent or associate of SILVER TRAY may vary or omit any booking conditions without the written consent of the Director of SILVER TRAY.

10. Jurisdiction

All matters concerning the booking shall be governed and construed in accordance with Danish law and each party agrees to submit all such matters to the exclusive jurisdiction of the Danish courts.

11. Insurance

It is a condition of booking with SILVER TRAY that you take out appropriate travel insurance. We recommend that you take out insurance early so that you get full value for money for cancellation insurance. The price of policies varies according to age, pre-existing medical conditions, duration of travel and the amount for which you need to be insured. It is your responsibility to ensure that the insurance cover you buy is suitable and adequate to your particular needs and especially in relation to personal accident, all medical expenses and repatriation costs. If you lose any personal items whilst travelling you are advised to obtain a written police report to use with any insurance claim upon your return.

12. Your responsibilities

You must ensure that all your travel documents, full passport, visas, inoculation certificates, credit cards, currency and travellers’ cheques are in order. No credit or refunds will be given as a result of lost, misplaced or destroyed travel documents. If your hotel has a safe, keep your passport there (but always carry a photocopy of the important pages for identification purposes). SILVER TRAY will accept no responsibility or claims for contingent liability for theft from hotel rooms or safekeeping.

The name on your bookings, vouchers and e-tickets must be the name that appears in your passport, and we will use the name exactly as given on your booking form. If the name given is not as it appears in your passport, any penalties or charges incurred will be your responsibility.

Visas, passport requirements, immigration rules and any manner of travel insurance all form part of your responsibility. If you need information regarding visa and other travel document requirements for your trip then it is your responsibility to check directly with the relevant consulate.

13. Our responsibilities

We cannot accept responsibility for any services and arrangements which do not form part of the booking with us.

Our obligations, and those of our suppliers providing any service or facility included in your travel arrangement, are to take reasonable skill and care to arrange for the provision of such services and facilities. The nature of the prevailing conditions in certain locations may give rise to events or entail risks beyond those either planned for or usually encountered. All bookings are accepted on the understanding that such varying conditions are appreciated by clients and that they undertake all tours and excursions of their own volition. The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any applicable local regulations or, if there are no applicable local regulations, if they are reasonable when compared to the local standards and customs.

If any client suffers death, illness or injury whilst overseas arising out of activity which does not form part of the foreign inclusive holiday arrangement or excursion arranged through us, we shall, at our discretion offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of the occurrence. Where legal action is contemplated our authority must be obtained prior to commencement of proceedings and be subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves

14. Carriage

Carriage is subject to the terms and conditions of the carrier with whom you travel. In respect of carriage by rail and road, as well as the provision of accommodation our liability will be limited in all cases by the carrier’s conditions of carriage and by the relevant international convention, namely the 1961 Berne Convention (rail travel); the Geneva Convention 1973 (carriage by road) and the 1962 Paris Convention (hotel accommodation). The terms and conditions of these conventions may limit or exclude liability for death or personal injury, delay to passengers and loss of, damage or delay to luggage. We are regarded as having all benefit of any limitation of liability contained in these or any other conventions or regulations. Therefore, where a carrier or service provider would not be obliged to make any reimbursement or payment to you under the applicable convention on conditions of carriage, SILVER TRAY is similarly not obliged to make any payment to you. Copies of the international conventions and carrier’s conditions of carriage are available from us upon request.