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User agreement

Information:

By making a booking, the lead named person on the booking agrees on behalf of all persons detailed on the booking that:

Customers, who fail to agree or comply with these terms and conditions, here by forfeit their rights to refunds and relocations.

Specific Terms & Conditions to this promotion

Payment

Booking hotels directly with Hotel Exclusives:

All bookings are paid for at the time of booking in full. We accept most major credit cards; accepted credit cards can be found on the payment information page on the website. Once your booking has been made successfully you will receive an e-mail confirmation. All transactions will show up on your bank statement as HotelStayUK, which is the name of our holding company.

Booking hotels with partners of Hotel Exclusives

In the event of booking flight inclusive holidays, Hotel Exclusives simply acts as an agent for ATOL protected travel companies, and your payment details will be securely transferred between Hotel Exclusives and the relevant travel provider. All bookings are paid for at the time of booking in full. Our partners accept most major credit cards; accepted credit cards can be found on the payment information page on the website. Once your booking has been made successfully you will receive an e-mail confirmation.All transactions will show up on your bank statement from the ATOL protected travel provider. Once a booking has been made with Hotel Exclusives, the relevant travel provider contact you within the same working day. You must be available to at the time of contact, otherwise it is your responsibility to contact said travel provider within the same working day. Failure to comply with these regulation may result in you forfeiting the discount price or even losing the booking all together.

Financial Protection

All flight inclusive holidays are protected via our ATOL protected holiday provider, and information such as ATOL licence numbers and company names will be advertised alongside all deals. When you buy an ATOL protected inclusive holiday from Hotel Exclusives you will receive an ATOL Certificate from our partner. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.  We will provide you with the services listed on the ATOL Certificate (or a suitable alternative).  In some cases, where we are not able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you).  You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder.  However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).  We provide full financial protection for our package holidays that do not include a flight and accommodation only bookings.

Booking Confirmation

All confirmations are automatically sent to you by e-mail. When we issue you with a confirmation invoice, a binding contract will come into existence.  Upon receipt, if you believe that any details on the confirmation or any other documents are wrong you must advise us immediately as changes may not be possible later. 
You may require this confirmation document upon arrival at your hotel of choice, so be sure to print it off before your trip. In the unlikely event you not receiving your e-mail confirmation within 24 hours of booking, please contact our advice line on 00 44 (0) 8446 606 006 and our team of highly responsive individuals will be happy to assist you. Should you require your confirmation by post, please contact the above number and we will be happy to meet your request. (Please note, our offices are only open Monday to Friday, from 9:00am to 6:00pm. Bookings made after these hours will be dealt with as a priority on the next working day.

Cancellations and Refunds

If you wish to cancel or amend your booking please inform us in writing to cancellations@hotelexclusives.com directly, should your e-mail be sent to another e-mail address it may not be seen or cancelled. Do not cancel directly with the hotel as they do not have the authority to agree your refund, no refunds will be given for any cancellations made directly with the hotel under any circumstances. Please do not make any assumptions that you will receive any refund in the event that you have a cancellation policy that differs from our standard terms. During your booking process there may be a note that your reservation has a different cancellation policy to the below standard terms. Any changes to cancellation policies are stated above the pricing information i.e Non Refundable, Non Cancellable, Charges Apply etc. where it says ' cancellation rules ' this also means that cancellation policy will differ from the below standard terms, this must be checked prior to booking as you may be unable to cancel your reservation in full or amend your booking should this be mentioned.  Should there be a cancellation notice mentioned during the booking process and at the time of your booking, this will in any event supersede the below standard cancellation terms and the booker is responsible for checking these terms at the time of booking as they cannot be over ruled.
Standard cancellation terms apply if there are no exemptions and are as follows: Customers can cancel pre-booked reservations on the condition that they contact Hotel Exclusives no later than 7 days prior to their arrival date. Cancellations must be communicated in writing to: bookings@hotelexclusives.com and these will be entitled to a 24hr cooling off period. Following the 24hr cooling off period all reservations will be subject to a minimum cancellation and administration charge of 10% of the booking total if cancelled at anytime up to 7 days prior to the arrival date. Cancellation within 7 days of the arrival date (00.01 am Hotels Local time) will be subject to a 100% of the booking total cancellation charge. These terms have been set by our arrangements with the hotels head offices and this cancellation policy is non negotiable. Please note that no e-mail cancellation is valid until confirmed by return from us and the time of the return e-mail is the time that the cancellation is in effect from.

Please note that e-mail cancellations communicated over weekends will not be addressed until our offices reopen on Monday 9am.We can only refund the payment card used to make the original booking. Please also note that we are unable to make any amendments within 7 days of arrival, all amendments before this time must be made in writing to bookings@hotelexclusives.com. Our cancellations charges are based on charges imposed on us by Hotel group contracts and under no circumstances will Hotel Exclusives negotiate on any of the cancellation terms and conditions.

No Show

Should you choose not to show up for your hotel stay without prior warning or against accordance with the cancellation deadlines, you forfeit your booking cost, and therefore see a loss of 100% of your booking cost.

Room only bookings

If you have purchased a “room only booking” i.e. Accommodation, we will accept responsibility only for our own negligence e.g. If we have negligently mis-described the accommodation etc, or if we have been negligent in our choice of supplier. We will not be responsible for the negligence of our suppliers, their employees, servants or agents.

Package Holidays

Subject to these booking conditions, your holiday arrangements will be made or performed using reasonable skill and care.  We will be responsible if our employees, servants or agents fail to make or perform your holiday arrangements using reasonable skill and care as long as they were acting within the course of their employment or carrying out work which we had asked them to do.

We will not be responsible or pay compensation for any injury, illness, death, loss, damage, natural disasters, expense, cost or other claim of any description as we are simply an agent for ATOL protected travel providers and you agree that any issues of this nature will be communicated between yourself and said ATOL protected travel provider:

As well as the above, we will not be held liable for:

Complaints

If a problem occurs in the event of booking a room only product, please feel free to contact our complaints team. Please note that all complaints must be communicated in writing and emailed to: info@hotelexclusives.com. Failure to comply with this rule means that our complaint will be ignored. All complaints are stored and kept for reference and protection purposes only.

If a problem occurs in the event of booking a flight inclusive holiday or whilst you are abroad, you must inform the relevant supplier immediately so that the matter can be put right  In the event that a complaint cannot be resolved at the time, you must write to us within 28 days of return to the UK quoting the original booking reference and giving all relevant information.  PLEASE NOTE: Failure to take these steps will hinder our ability to resolve the problem and/or investigate it fully and in consequence, your rights under the contract may be affected.  We regret we cannot accept liability for any claims. And claims will be handled and controlled by the suppliers only.

Special Requests

Any special requests must be advised to us at the time of booking.  You should then confirm your requests in writing.  Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled.  Failure to meet any special request will not be a breach of contract

Disabilities and Medical Problems

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have.  If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details by writing or emailing us, before we confirm your booking so that we can advise as to the suitability of your chosen arrangements if possible.

Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us.

Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary.  You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable.  Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.  For further information please contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk.  Special conditions apply for travel to the USA and all passengers must have individual machine-readable passports.  Please check www.usembassy.org.uk.  For European holidays you should obtain a completed and issued form EHIC prior to departure.  Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.  We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

Delays and other Travel Information

We regret we are unable to offer you any assistance should a delay disrupt your itinerary.  Any airline or other transport provider concerned may however provide refreshments and/or appropriate accommodation.  We cannot accept liability for any delays or cancellations of bookings, and you are to communicate with the ATOL protected supplier if problems of this nature should occur.  The latest flight timings will be shown on your tickets, which will be issued to you.  You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times.  If flight times change after tickets have been dispatched it the responsibility of the ATOL protected supplier to inform you of this.
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights.  Full details of these rights will be publicised at EU airports and will also be available from airlines.  Reimbursement in such cases is the responsibility of the airline and will not entitle you to a refund of your holiday price from us.

Guest Behaviour

We reserve the right to terminate your booking arrangements with us immediately, should you or your party fail to conduct yourselves in an orderly manner.  In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately.  We will have no further obligations to you and/or your party.

Payment in advance

All bookings are paid for at the time of booking in full. We accept most major credit cards; accepted credit cards can be found on the payment information page on the website. Once your booking has been made successfully you will receive an e-mail confirmation. All transactions will show up on your bank statement as HotelStayUK.

Your confirmation

All confirmations are automatically sent to you by e-mail, you must check that your booking details are correct as per your booking when you receive your confirmation. You will require your e-mail confirmation on arrival at your destination hotel. Should you not receive your e-mail confirmation within one hour of making your reservation please contact our advice line on 00 44 (0) 8445 007 106 and we will be able to assist. Should you want your confirmation posting, please contact us and we would be happy to send your booking to you by post.

Cancellations & Refunds

To cancel or amend your booking please inform us in writing to cancellations@hotelexclusives.com directly, should your e-mail be sent to another e-mail address it may not be seen or cancelled. Do not cancel directly with the hotel as they do not have the authority to agree your refund, no refunds will be given for any cancellations made directly with the hotel under any circumstances. Please do not make any assumptions that you will receive any refund in the event that you have a cancellation policy that differs from our standard terms. During your booking process there may be a note that your reservation has a different cancellation policy to the below standard terms. Any changes to cancellation policies are stated above the pricing information i.e Non Refundable, Non Cancelable, Charges Apply etc. where it says ' cancellation rules ' this also means that cancellation policy will differ from the below standard terms, this must be checked prior to booking as you may be unable to cancel your reservation in full or amend your booking should this be mentioned.  Should there be a cancellation notice mentioned during the booking process and at the time of your booking, this will in any event supersede the below standard cancellation terms and the booker is responsible for checking these terms at the time of booking as they cannot be over ruled.

Standard cancellation terms if there are no exemptions are as follows: All reservations once booked, and only outside of 7 days prior to the arrival date will be entitled to a 24hr cooling off period. Following the 24HR cooling off period all reservations will be subject to a minimum cancellation and administration charge of 10% of the booking total if cancelled at anytime up to 7 days prior to the arrival date. Cancellation within 7 - 10 days of the arrival date (00.01 am Hotels Local time) will be subject to a 100% of the booking total cancellation charge, this is set by our arrangements with the hotels head offices and our cancellation policy is non negotiable. Please note that no e-mail cancellation is valid until confirmed by return from us and the time of the return e-mail is the time that the cancellation is in effect from. Please note that for e-mail cancellations made over the weekend they will not be processed until our offices are open on Monday 9am.We can only refund the card used to make the original booking. Please also note that we are unable to make any amendments within 7 days of arrival, all amendments before this time must be made in writing to bookings@hotelexclusives.com. Our cancellations charges are based on charges imposed on us by Hotel group contracts and under no circumstances will hotelstayuk negotiate on any of the cancellation terms and conditions as these are set on us by the hotel groups.

No Show

In the event of no show at the hotel without informing us or the hotel outside of your cancellation deadline will result in loss of 100% of your booking cost.

Insurance and booking cover

We strongly recommend that for any holiday, hotel or short break booking that you still take out travel insurance to cover you in the event of cancellation due to sickness, ill heath or any other circumstance.

Accuracy of Hotel Information

We aim to ensure that all hotel and destination information detailed by our consultants on the phone or displayed on this website is accurate to the very best of our knowledge. However HotelStayUK Leisure Limited do not endorse or recommend any particular hotel partner. Individual hotels are responsible for uploading information into our system and we simply display the facilities as instructed to us by the hotel for your information.

Our obligations

HotelStayUK Leisure Limited or HotelExclusives will not be liable for failure to deliver our obligations for any circumstance beyond our control to include, fires, floods, lightening, explosion, terrorism, war, act of god, fog, sickness, mechanical breakdown, utility problems, renovations at your destination, strikes and labour disputes. HotelStayUK Leisure Limited and HotelExclusives cannot be held responsible for any damage, illness, costs, accident or injury incurred as a result of an act relating to the hotel, partner or other supplier.

Hotel not honouring reservation

We reserve the right to alter your reservation in the event of the Hotel having problems with availability. In this rare event we will aim to find you a hotel of similar standard and value as near to your destination hotel as possible.

Hotel Star Ratings

We use star ratings to give you the customer with an idea of the facilities and amenities that the hotel offers. Our star ratings are based on standard ratings for Europe.
1 star - basic hotel, with little facilities and often no en-suite rooms. These will be guest houses, hostels or bed & breakfasts. There may be a reception facility.
2 star - still not many facilities but should have en suite rooms.
3 star - hotel should have a good level of facilities, reception and public areas that may include a hotel bar and lounge area. All bedrooms should be well equipped with colour TV and en-suite facilities and room service offered.
4 star - High standard of facilities, including public areas, bars and restaurant and leisure facilities in many cases offering a swimming pool. 24 hour room service and well appointed bedrooms with improved facilities, tea & coffee facility in each room.
5 star - Highest level of service and facilities, they will offer fine restaurants and excellent leisure and possibly spa facilities. All rooms will be luxurious and will include full amenities.

Our star ratings are to be used only as a guide and may not be accurate to the hotels star rating.

Room Grades

These are explanations of room types detailed in our bedroom search.

Single Room: a standard room with 1 single bed (1 adult)
Double Room: a standard room with 1 double bed (2 adults)
Twin Room: a standard room with 2 single beds (2 adults)
Triple Room: a standard room with either 3 single beds, or one double and 2 single beds, or one double bed and a rollaway bed (3 adults)
Usually the terms executive or superior relate to upgraded standards of bedroom, these should be slightly larger and with better facilities in the room than a standard bedroom. Usually the bed sizes are larger in the United States of America. There may be slight variations in the bedroom types and should the hotel choose to alter your room type we will not be held liable.

Pricing information

We endeavour to ensure all pricing information is accurate and that our 'recommended retail price' RRP is based on the hotels ‘Rack Rates’. However hotels do change their selling prices and we do not guarantee that this is accurate on every occasion. Proof of a Hotels Rack Rates or RRP are available on request for customers. Rack Rates or RRP are gained in either of the two ways:

1: RRP or Rack Rates are communicated directly to us in writing via the Hotels General Manager, Sales Manager or Revenue Manager. We keep all rates on file for the duration of the promotion.

2: RRP or Rack Rates are found directly on the Hotels Website, and are based on the Hotels highest selling price for any date within the promotion. Proof of rates can be provided on request.

We include the Hotels RRP or Rack Rates as a guide to help keep you informed to the best of our knowledge to the average selling price of that hotel in the market place. Our pricing details are fluid and are based on the hotels pricing structures, so prices and availability may change subject to the partner hotel. If you like the price the best thing to do is book at the time avoid disappointment!

Hotel Complaints

All complaints in every occasion must be brought to the immediate attention of the hotel manager. In the event that this does not resolve your complaint please send your details in writing within 30 days of departure to Customer Services, HotelExclusives, G18 Audley House, North Bridge Road, Berkhamsted, Herts, England, HP4 1EH. All complaints will be answered within 7-10 working days.

Price Guarantee (only applies during price guarantee promotional periods)

In the event of us guaranteeing a discounted price, we will only honour this based on an equivalent rate shown by the hotel in questions. For example our room only web rate is not equivalent to the hotels room only web rate, not the room only telephone booking price.

Viruses

We accept no liability for any viruses that your computer may receive as a result of using this website.

Bookings made through our affiliate and link partners

We accept no liability for any content, data handling or content of any bookings made via our affiliate partners. We take great care when selecting who we work with however we are not liable for any actions, charges or issues that arise with our partners that are not directly related to HotelStayUK Leisure Limited and HotelExclusives. Should you be sent unsolicited marketing material from our affiliate partners then we accept no liability for your data being used.

Fraudulent use of booking system

Should we suspect any fraudulent bookings being made via any of the HotelStayUK Leisure Limited company's web sites, then the appropriate authorities will be informed immediately and any necessary legal action will be put in place against any individual committing fraudulent behaviour.

Termination

HotelStayUK Leisure Limited & HotelExclusives may terminate this User Agreement and these terms and conditions and/or the provision of any of the services at any time for any reason, including any improper use of this site or your failure to comply with these terms and conditions. Such termination shall not affect any right to relief to which HotelStayUK Leisure Limited and HotelExclusives and its third party providers and distributors may be entitled, at law or in equity. Upon termination of this User Agreement and these terms and conditions, all rights granted to you will terminate and revert to HotelStayUK Leisure Limited and HotelExclusives and its third party providers or distributors, as applicable.

Review of Transmissions

You agree that if you submit suggestions, ideas, comments or questions or post any other information on this site, you grant Hotel Stay UK Limited and its affiliates a worldwide, non-exclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute and display such content in any form, media or technology. HotelStayUK Leisure Limited and HotelExclusives take no responsibility and assumes no liability for any content posted or submitted by you.

Limitation of Liability

HotelStayUK Leisure Limited and HotelDailydeals assume no responsibility, and shall not be liable for, any damages to, or viruses that may infect your computer equipment or other property on account of your access to, use of, or browsing in this site or your downloading of any materials, data, text or images from the site. In no event shall HotelStayUK Leisure Limited, HotelStayUK Limited and HotelHippo.com or any third party providers or distributors be liable for any injury, loss, claim, damage, or any special, exemplary, punitive, indirect, incidental or consequential damages of any kind (including, but not limited to lost profits or lost savings), whether based in contract, tort, strict liability, or otherwise, which arises out of or is in any way connected with (i) any use of this site or content found herein, (ii) any failure or delay (including, but not limited to the use of or inability to use any component of this site for reservations or ticketing), or (iii) the performance or non performance by HotelStayUK Leisure Limited, HotelStayUK Limited and HotelHippo.com or any third party providers or distributors, even if such party has been advised of the possibility of damages to such parties or any other party.

HotelStayUK Leisure Limited and HotelExclusives and any third party providers and distributors make no warranty of any kind regarding this site and/or any materials provided on this site, all of which are provided on an "as is" basis. HotelStayUK Leisure Limited and HotelExclusives and any third party providers and distributors do not warrant the accuracy, completeness, currency or reliability of any of the content or data found on this site and such parties expressly disclaim all warranties and conditions, including implied warranties and conditions of merchantability, fitness for a particular purpose and non-infringement, and those arising by statute or otherwise in law or from a course of dealing or usage of trade. Neither HotelStayUK Leisure Limited and HotelExclusives nor any third party providers or distributors warrant that this site, its servers or any e-mail sent from HotelStayUK or HotelExclusives are free of viruses or other harmful components.

Indemnification

You shall defend and indemnify HotelStayUK Leisure Limited and HotelExclusives and any third party providers and distributors and their officers, directors, employees and marketing agents from and against any claim, cause of action or demand, including without limitation reasonable legal and accounting fees, brought by or on your behalf in excess of the liability described herein or by third parties as a result of your use of this site.

Relationship

The relationship between HotelStayUK Leisure Limited and HotelExclusives and you will be that of independent contractors, and neither of us nor any of our respective officers, marketing agents or employees will be held or construed to be partners, joint ventures, fiduciaries, employees or marketing agents of the other.

Modification

HotelStayUK Leisure Limited and HotelExclusives may at any time modify these terms and conditions and your continued use of this site will be conditioned upon the terms and conditions in force at the time of your use.

Additional Terms

Additional terms and conditions may apply to reservations, and other uses of portions of this site, and you agree to abide by such other terms and conditions.

Entire Agreement

This User Agreement, together with any terms and conditions incorporated herein or referred to herein constitute the entire agreement between us relating to the subject matter hereof, and supersedes any prior understandings or agreements (whether oral or written) regarding the subject matter, and may not be amended or modified except in writing or by making such amendments or modifications available on this site.

Governing Law

These Terms are governed by, and construed in accordance with, English law and you agree to submit to the non-exclusive jurisdiction of the courts of England and Wales to determine any disputes.

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