Terms and Conditions

CONTRACT: Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with hotelshop UK Ltd, whether your booking is made by phone, online, email or fax.

If your booking is for a European hotel most are made with our third party supplier, booking.com for whom we act only as their agent. Please check your confirmation for specific conditions.

PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect hotelshopUK reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

MAKING A BOOKING AND PAYMENT: When you have chosen your accommodation and you make a request to us to book it, you must either pay the full cost of the booking or supply your credit card to secure the booking and pay on departure from your accommodation. Your booking is confirmed and a contract between us exists when we issue our confirmation email. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately by calling 01905 792818. Please ensure that names are exactly as stated in the relevant passport, if appropriate. Payments by credit card will attract a credit card charge of £3.60 Debit card payments made via the call centre will incur a charge of £1.50, but are free if booking via the website. The cost of your accommodation does not include any extra chargeable services that you may use whilst at the accommodation. These are payable direct to the hotel on departure.
Please note: you may be asked for a credit card imprint or cash deposit on your arrival to cover any additional expenses incurred during your stay.

YOUR RESPONSIBILITY FOR YOUR BOOKING: When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.

INSURANCE: It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation if appropriate) in the event of accident or illness.

IF YOU WANT TO CHANGE YOUR BOOKING: After our confirmation has been issued, any requests for changes must be sent to us in writing, by email, fax or post, by the person that made the booking. We cannot guarantee that we will be able to accommodate your request but we will try to do so. You will be asked to pay an administration fee of £15 per booking plus any charge made by the accommodation supplier. These are likely to be higher the closer you get to your arrival date, so contact us as soon as you can. If you change the number in your party, the accommodation price will be re-calculated. Please be aware that where bookings made are pre-paid & non-refundable at time of booking we will be unable to make any changes.

All bookings for Principal Hayley Hotels or Venues are non-refundable and non-transferable.

To make any changes please contact hotelshopUK direct. Amendments made directly with the hotel/apartments will not be effective.

You can contact hotelshopUK Ltd on 01905 792818. Opening Hours: Monday-Wednesday: 8.30am-8pm, Thursday-Friday: 8.30am-6pm, Saturday-Sunday: 10am-4pm.

IF YOU WANT TO CANCEL YOUR BOOKING: The person that made the booking must put this in writing to us, by email, fax or post. Because we may incur costs in cancelling confirmed bookings, particularly if cancellations occur close to arrival date, you will be charged a cancellation fee.

Cancellation fees: If you cancel (this is the date on which we receive your written notice of cancellation during the hours of 9am to 5.30pm):
- Advance purchase or pre-paid/non-refundable bookings (you will be advised at time of booking) - no refund applicable.
- Flexible or pay on departure bookings - dependent on individual hotel policies, normally 24 hours prior to arrival. Please check at time of booking.

Amendment fees, if any, are non-refundable in the event of a cancellation.

IF WE CHANGE OR CANCEL YOUR BOOKING: We reserve the right to change or cancel your booking.  Subject to the note below, if we make a change and you don't want to accept it, you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive) or a refund of the money you've paid to us. This does not apply where the change is not material. Examples of non-material changes include, but are not limited to, temporary withdrawal of facilities or seasonal unavailability of amenities. Subject to the note below, if we have to cancel, again we may be able to offer you an alternative. If you accept it, you would pay the difference if it was advertised at a higher price than your original accommodation, or receive a refund of the difference if it was advertised at a lower price. Or we will refund the monies you have paid us for your accommodation. We will not be responsible to pay any compensation following a change or a cancellation by us. Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. Note: If a change or cancellation occurs because of circumstances beyond our control, for example war, riot, industrial dispute, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, flood, epidemic or pandemic illness and all similar situations we will have no liability to you. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.

OUR RESPONSIBILITY FOR YOUR BOOKING: We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:
i.    where the accommodation cannot be provided as booked due to circumstances beyond our control (see the Note in clause 8)
ii.    where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii.    where you incur any loss or damage that relates to any business activity.
iv.    where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury.

All information on the hotelshopUK website relating to accommodation advertised on the website including, but without limitation, details of the accommodation, the availability and/or price of the rooms/apartments, the facilities available at the accommodation, any accreditations the accommodation provider may hold and/or any details relating to any other services advertised on the website have been included on the website by accommodation and/or service providers who are independent businesses and are not agents or employees of hotelshop UK Ltd. This information does not constitute any advice or recommendation given by hotelshop UK Ltd and hotelshop UK Ltd shall not be held liable for inaccuracies or errors in the accommodation contents or any of its elements.

HOTEL/APARTMENT FACILITIES: The availability of the facilities listed is under the direct control of the accommodation and as such hotelshopUK cannot be held responsible if those facilities are not made available.

BEHAVIOUR: When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.

CHECK-IN AND CHECK-OUT: Check-in is normally after 2pm, however please check hotel policies on the website for each individual property. If you check-in after midnight, your accommodation has been reserved for you from the previous day and this counts as the first night of your stay. Check-out is normally at 11am, again please check hotel policies on the website for each individual property.

SPECIAL REQUESTS: Special Requirements e.g. ground floor room etc., can be requested but are not guaranteed.

COMPLAINTS: If you have a problem during your stay, please inform the accommodation provider immediately, who will endeavour to put things right. You should also try to find a solution whilst you're there. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at hotelshop UK Ltd, Brine Well House, Tower Hill, Droitwich Spa, Worcestershire  WR9 8BY or email customer.services@hotelshopuk.com, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to identify your concerns quickly and speed up our response to you. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were at the accommodation and this may affect your rights under this contract. Please bear in mind that we are only liable to compensate you in line with these booking conditions - in particular clause 9 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care. Any dispute or claim arising out of this contract that can't be settled between us can be referred by you to ABTA arbitration (see clause 14) or court. We agree that the courts of England and Wales have jurisdiction and English law applies (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)

FINANCIAL PROTECTION: Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. All package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should aks us what protection is available.

ABTA: We are a Member of ABTA, membership number L8766/ Y3251. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

CHANGES TO THE SERVICE AND THESE TERMS AND CONDITIONS: hotelshop UK Ltd reserves the right to change the website, its content or these terms and conditions at any time. You will be bound by any changes to the terms and conditions from the first time you use the website following the changes. If hotelshopUK Ltd is required to make any changes to terms and conditions by law, these changes will apply automatically to any orders currently pending in addition to any orders placed by you in the future.
In the event of any conflict between these terms and conditions and any prior versions thereof, the provisions of these terms and conditions shall prevail unless it is expressly stated otherwise.

CUSTOMER FEEDBACK / REVIEWS: All feedback/reviews posted on the hotelshopUK website are the opinions of customers who have stayed at a property, not of hotelshop UK Ltd. These comments can vary greatly and as such should be considered alongside all information given for the property.

HOTEL RATINGS: hotelshopUK ratings shown are given as a guide only. They symbolise the level of service and range of facilities that you can expect. Because of the different grading systems in the UK, hotelshopUK have identified the rating that best suits the property.

HOTEL IMAGES: All hotel images shown on the hotelshopUK website are supplied by the individual hotels. The bedroom images featured are representative of room types available at each individual property and as such your allocated room may not be the exactly like the bedroom shown on this website.

GENERAL IMAGES (INCLUDING UPSELL ITEMS): All images displayed on the hotelshopUK website are a generic depiction of facilities/services available and as such should be not be taken as a true reflection of the particular facility or service you have paid for.

AVAILABILITY OF THE WEBSITE: hotelshopUK Ltd accepts no liability for any disruption or non-availability of the website resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, power failure, natural events, acts of war or legal restrictions and censorship.

PRIVACY & COOKIES: Use of this Website is also governed by our Privacy Policy which is incorporated into these terms and conditions by this reference.  To view the Privacy Policy, please click on the link above.

The Website places the following cookies onto your computer or device.  These cookies are used for the purposes described herein.  Full details of the cookies used by the Website and your legal rights with respect to them are included in our Privacy Policy. By accepting these terms and conditions, you are giving consent to Great Little Breaks (a division of hotelshopUK Ltd) to place cookies on your computer or device.  Please read the information contained in the Privacy Policy prior to acceptance.

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