08445 007 106

Monday to Friday, 9am to 6pm

Email: bookings@hotelstayuk.com



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Terms & Conditions
 
By using HotelStayUK or HotelHippo.com or any other part of HotelStayUK Leisure Limited to process your hotel booking you accept the terms & conditions detailed below.

Payment in advance
All bookings are paid for at the time of booking in full. Payment is accepted by our secure booking process that uses the Protx payment system. We accept most major credit cards; accepted credit cards can be found on the hotel search box 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@hotelstayuk.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@hotelstayuk.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 and HotelHippo.com 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 Limited or HotelHippo.com 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 Limited and HotelHippo.com 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 as near to the hotels direct selling rate as possible. However hotels do change their selling prices and we do not guarantee that this is accurate on every occasion. It is 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, HotelStayUK Limited, 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, HotelStayUK Limited and HotelHippo.com. 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 Limited or HotelHippo.com 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 Limited and HotelHippo.com 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 Limited and HotelHippo.com 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, HotelStayUK Limited and HotelHippo.com take no responsibility and assumes no liability for any content posted or submitted by you.

Limitation of Liability
HotelStayUK Leisure Limited, HotelStayUK Limited and HotelHippo.com 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, HotelStayUK Limited and HotelHippo.com 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, HotelStayUK Limited and HotelHippo.com 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, HotelStayUK Limited and HotelHippo.com nor any third party providers or distributors warrant that this site, its servers or any e-mail sent from HotelStayUK or HotelHippo.com are free of viruses or other harmful components.

Indemnification
You shall defend and indemnify HotelStayUK Leisure Limited, HotelStayUK Limited and HotelHippo.com and any third party providers and distributors and their officers, directors, employees and 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, HotelStayUK Limited and HotelHippo.com and you will be that of independent contractors, and neither of us nor any of our respective officers, agents or employees will be held or construed to be partners, joint ventures, fiduciaries, employees or agents of the other.

Modification
HotelStayUK Leisure Limited, HotelStayUK Limited and HotelHippo.com 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.

© 2011 HotelStayUK Leisure Limited. All rights reserved.