Terms and conditions of making a booking
1. Introduction
1.1 Booking of Accommodation through this web site (the "Site") is subject to these terms and conditions (the "Terms and Conditions").
1.2 In these conditions a reference to
a) "you", "your" means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);
b) the "Lead Name" means the person identified on the booking confirmation as the "lead name" and to whom the invoice for the Accommodation will be addressed;
c) "Accommodation" means the hotel room(s), apartment(s), villa(s) or other form of accommodation and related services or products which you have booked or wish to book through the Site;
d) "Hotel" means, as the context requires, the hotel in which a particular hotel room is situated, the apartment block in which a particular apartment is situated or the villa complex of which a particular villa is part;
e) Accommodation Provider means the owner and/or provider of the Accommodation; and
f) "Holiday Nights", "we", "us", "our" means OHG Accommodation Ltd, a company registered in England and Wales with registration number 4990678 and registered address 7 Magellan Terrace, Gatwick Road, Crawley, RH10 9PJ.
1.3 Please read the Terms and Conditions carefully. They apply to all bookings made with Holiday Nights and to all members of your party.
2. Your contract for accommodation
2.1 We act as booking agent on behalf of the Accommodation Providers whose Accommodation appears on the Site and your contract is with the Accommodation Provider.
2.2 When you book Accommodation, we send you an e-mail confirmation of your booking and it is at the time that we send this confirmation that a binding contract between you and the Accommodation Provider comes into existence and the date of the contract is the date that appears on the confirmation.
2.3 Please note that certain room types and/or rates are not eligible for cancellation and/or amendment. Please check the room details carefully for these restrictions prior to making a booking.
2.4 It is important to check carefully the details of your booking, when you receive your confirmation email. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below). These can be the full price of the accommodation booked.
2.5 In parties of two or more people, the person who makes the booking, entering their name as the "Lead Passenger", accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the "Lead Passenger", who is responsible for ensuring that the other members of the party are kept fully informed.
2.6 Once the contract is made, the accommodation provider is responsible for providing you with the Accommodation you booked and you are responsible for paying for it, in each case subject to the booking conditions stated here and to any other terms and conditions specific to the relevant Accommodation.
2.7 Should you wish to make an amendment or cancel your booking, we must receive confirmation by e-mail. We will only accept confirmation from the "Lead Passenger".
2.8 If you are aged under 18 (on date of departure) and your parents or guardians are not travelling with you, they must write to us with their written consent..
3. Payments
3.1 If you book more than twelve weeks before your arrival date at the Accommodation, we require you to pay a deposit when you book. The balance of the price of the Accommodation is payable twelve weeks before your arrival date at the Accommodation. Unless you advise us that you wish to cancel your booking before the balance due date, we will automatically take payment from your credit card of the balance due. By agreeing to these booking conditions, you consent to this procedure.
3.2 If you book less than twelve weeks before your arrival date at the Accommodation, you must pay the full price of the Accommodation when you book.
3.3 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure.
3.4 Your booking may be cancelled if you fail to make payment on time and you will be liable to pay the cancellation charges set out below.
3.5 Payment for incidental extras (e.g. refreshments from mini bars, telephone charges, etc.) has to be made directly to the Accommodation Provider when you check out.
3.6 Infants under the age of 2 when sharing with 2 full fare paying adults are normally accepted by suppliers free of charge if there is space in the room. However, payment must be made directly to the hotel for any additional services such as cots or food.
3.7 Extra beds for third adults and children sharing a room with 2 full fare paying adults may be sofabeds or folding beds.
4. Checking in and out of the Accommodation
4.1 Accommodation has to be cleaned after the departure of previous guests and will, therefore, normally only be accessible after 2pm This will, however, vary by Hotel and individual arrival.
4.2 If you arrive at your Accommodation early in the morning and require access to your Accommodation, it will have to be booked from the previous day.
4.3 On arrival at your accommodation, you will be required to register and your Accommodation will be allocated to you upon completion of registration.
4.4 To allow the Accommodation Provider to clean the Accommodation before the arrival of other guests, you must check out of your Accommodation before 12 noon on the last day of your booking.
5. Making changes to your booking
5.1 If you have booked a non-refundable room with the Accommodation Provider, then no amendments or changes to your booking are allowed.
For all other bookings:-
5.2 If you want to change any aspect of your booking after we have sent your confirmation, we will do our best to help. However; the Accommodation Provider has no obligation to make any change, although it will permit you or any member of your party who is prevented from travelling to transfer the booking to someone else, provided you give us reasonable notice of the transfer.
5.3 You must confirm any change by e-mail. If the Accommodation Provider is able to make the change, we will make an administration charge and there may potentially be additional charges from the Accommodation Provider, depending on their terms and conditions. Our administration charge is £25 per person.
5.4 If you change the number of people booked, the price for the Accommodation will be re-calculated for the new party size. If for example your party is reduced in number, this may mean that accommodation is under-occupied and each of the remainder of your party may have to pay more.
5.5 If you wish to make any change to your booking while on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Accommodation Provider.
6. Cancelling your entire booking
6.1 If you have booked a non-refundable room with the Accommodation Provider, then this booking in not eligible to be cancelled.
6.2 The Accommodation Provider starts to incur costs for your booking from the time it is confirmed. Furthermore, the closer to the date of your holiday, the less likely it becomes that the Accommodation Provider will be able to re-sell the Accommodation.
6.3 This means that there will be charges for cancellation and the nearer it is to the time of your holiday, the higher those charges will be.
6.4 If you wish to cancel a confirmed booking, this must be done by e-mail by the Customer
(defined as the person who pays for the booking).
6.5 Cancellation charges will be calculated as set out below and will be notified to you within two weeks of cancellation.
|
Cancellation of any part of your booking 14 days or more from departure |
Travel Provider Charges plus an administration fee of 20% of the relevant booking
value subject to a maximum charge of the amount paid by the customer at the date
of cancellation |
|
Cancellation of any part of your booking 13 days or less until departure |
100% of the relevant booking value to include all Travel Provider Charges and our
administration fee. |
6.5 These charges also apply if for any reason you have failed to make payment on time and we cancel your booking.
7. Changes to your booking made by the Accommodation Provider
7.1 If the Accommodation Provider makes a change to your booking, we will inform you as soon as possible, but will have no other liability towards you. No refunds can be given for stays that are ended earlier than planned.
7.2 We will try to avoid having to make any changes to any bookings. If in the unlikely event that we are informed by the Accommodation Provider that they are unable to provide the accommodation which you have booked, we will try to provide you with similar accommodation of equal standard. If we are unable to do this or you prefer not to accept our alternative, you may cancel free of charge.
8. Holiday Insurance
8.1 We strongly recommend that you take out adequate holiday insurance. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, all medical costs and the cost of assistance including return to the UK in the event of an accident or illness.
9. Special requests
9.1 If you have any special requests that do not form part of the standard services for the Accommodation to be booked as described in the Site (for example dietary requirements, cots or room location) please let us know in writing at the time of booking.
9.2 We will pass on all such requests to the relevant Accommodation Provider, but unfortunately cannot guarantee that they will be met. Further, if the Accommodation Provider is unable to meet such requests, neither we nor they can have any liability to you in this respect.
10. Our responsibility to you for your booking
10.1 Because we are acting only as a booking agent we have no liability for any of the Accommodation arrangements and in particular no liability for any illness, personal injury, death or loss of any kind, unless caused by our negligence.
10.2 Any claim for damages for injury, illness or death arising from your stay in the Accommodation must be brought against the Accommodation Provider and will be under the jurisdiction of the law of the country in which the Accommodation is based.
11. Complaints procedure
11.1 If you have a complaint while you are staying at the Accommodation, you must inform the management of the Hotel immediately, in order to give them the chance to resolve the problem. Any right to compensation may be lost if you fail to do this.
11.2 If the issue is not resolved to your satisfaction, you should contact our Emergency Line in the UK on +44 0870 027 1258. We will act as an intermediary to try and rectify the problem. In the event that we are unable to do so and you wish to take matters further, you must do so directly with the Accommodation Provider concerned.
12. Your conduct
12.1 When you book Accommodation through Holiday Nights, you accept responsibility for the proper conduct of yourself and your party during your stay. The Accommodation Provider reserves the right to terminate at any time your stay in the Accommodation or that of any member of your party if, in their reasonable opinion, your conduct is improper.
12.2 Full cancellation charges will then apply and no refund will be given. Furthermore, the Accommodation Provider shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may occur as a result of their terminating your stay in accordance with this paragraph.
12.3 If your actions or those of any member of your party cause damage to the Accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made against us by the Accommodation Provider. You will also be liable to make a reimbursement before the end of your stay to the Accommodation Provider for any such damage caused.
13. Website Accuracy
13.1 We endeavour to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of flights, hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors. This is because the information which you are shown is being transmitted effectively live from the relevant travel provider’s IT system.
13.2 Notwithstanding the above, in cases where details other than price are materially incorrect we will offer you the choice of continuing with your booking or cancelling with a full refund of money paid on that booking only.
13.3 Where inaccuracies relate to the understatement of the price of a specific product you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on receipt of the additional payment which is necessary or in the case of accommodation bookings an additional option being an alternative booking of equivalent standard.