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1. Hotel Direct as agent. Please note that Hotel Direct acts as a discount booking agent. Hotel Direct does not itself provide the hotel accommodation. Your contract for the provision of the accommodation is with your host hotel.
2. Reservations.
Reservations are not confirmed until you receive a Hotel Direct Reservation reference that commences with 'B' (not an Enquiry or Request number) by Email, telephone or fax. Hotel Direct accepts no liability for people who arrive at our hotel accommodation before receipt of this reservation number.
3. Cancellations and alterations. If you need to cancel or change your accommodation and provide Hotel Direct with 3 working days notice (Monday to Friday) only a fee of £20 is payable (except Hidden Gem cancellations). All cancellations or changes made within 2 working days of the original arrival date at the accommodation will incur the full discount value of the first night's stay. Refunds are credited to the card used for payment. As these cancellation terms are strictly applied, Hotel Direct advises guests to obtain personal travel insurance covering their hotel accommodation.
Some hotel reservation and cancellation policies differ from Hotel Direct’s general hotel policy. Such exceptions are clearly marked on all relevant website pages.
4. Complaints.
Hotel Direct has made every reasonable effort to ensure the freshness, quality and value of your accommodation. In the event of a complaint, guests may contact Hotel Direct during their stay at the hotel and we will do our utmost to assist you. However, ultimately we cannot accept liability for guest dissatisfaction with a hotel. Hotel Direct cannot assist guests who first submit complaints after departing the hotel accommodation.
5. Information.
Much of the accommodation information provided on our web site and by our reservation centre is supplied by each hotel. Whilst every care has been taken to ensure that all information provided online, by telephone and facsimile is accurate, Hotel Direct cannot be held liable for any errors or omissions it may inadvertently contain.
6. Price Pledge.
The Price Pledge applies to existing Hotel Direct reservations. The price pledge requires that a lower competitive discount price is available for the same hotel, room type, date and identical package (B&B or Room only) with all taxes included. Application must be made to Hotel Direct within 48 hours of your purchase and at least 3 working days before the first date of stay. Hotel Direct reserves the right to either refund the difference or cancel your booking at no charge and refund its full discount value.
7. Availability.
Confirmations are made by Hotel Direct on the basis of availability information supplied by hotels. In the unlikely event that Hotel Direct is advised by a hotel, for any reason, that a room is not available after Hotel Direct has issued confirmation to a guest, Hotel Direct reserves the right to cancel the reservation with a full refund to the guest. Under such circumstances Hotel Direct's liability is limited to the payment received for the accommodation booked via Hotel Direct and now being cancelled. This liability does not extend to travel commitments or other costs. In such an event we would naturally do all we can to offer alternative but equivalent accommodation.
8. Hotel Reservations.
Hotel Direct professionally places reservations at selected hotels in accordance with instructions received from guests. In the unlikely event of an error between Hotel Direct and a hotel that leads to a mistake or omission in the reservation of guest accommodation, Hotel Direct will do its utmost to resolve the error and provide the required accommodation or, in agreement with the guest, comparable accommodation. Hotel Direct's liability is limited to the payment received for the accommodation booked via Hotel Direct. Hotel Direct's liability does not extend to travel commitments or other costs.
9. Room requests (incl. smoking rooms and disabled rooms).
It is important to note that certain room requirements can only be requested by Hotel Direct and are not guaranteed by all hotels. Aspects of your accommodation that can be requested but not guaranteed are: smoking rooms (which is strongly requested when specified on your reservation submission but cannot be guaranteed), triple rooms with 3 separate beds (all triple rooms will provide beds for 3 people but some hotels may deem a room with a double and single bed – a triple room), particular room positions within a hotel such as rooms with a view or rooms on a particular floor. Hotel Direct will endeavour to meet all such requests but can accept no liability if a hotel fails to meet a request. If you require a room with disabled facilities please submit your booking request by telephoning Hotel Direct on 08700 550 550 (+44 1872 261 100).
10. Privacy policy.
Hotel Direct gathers personal and contact details purely for the purpose of confirming your hotel reservation and contacting you in the event of any changes to your hotel reservation. Hotel direct will never pass on any personal or contact details to a third party. At any stage following a reservation you may request Hotel Direct to remove your contact details from our database records.
11. Currencies.
To assist non-UK customers, Hotel Direct quotes prices in Euros, US Dollars and on our booking pages, in a selection of other currencies. Whilst all such prices are based upon today’s exchange rates, they are stated for reference purposes only. All transactions with Hotel Direct are carried out in UK Pounds Sterling at the total sterling price stated on our reservation pages. Customers using non-UK credit cards should note that their credit card company may apply a different exchange rate and/ or fees.
12. Disputes.
Any dispute or claim against Hotel Direct shall be governed by English law and is subject to the exclusive jurisdiction of English courts.
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