Onhotels.com Logo
Contact Us on 0871 566 2000 (UK) or +44 20 7138 3001 (Rest of World)
Terms and Conditions

Terms and Conditions

We are committed to ensure that everything about your booking will be right, or we'll work with our partners to make it right, right away. If you need assistance please contact one of the numbers below.

Index

  1. Contract
  2. Terms of use
  3. License
  4. Trademark / Copyright
  5. Disclaimer
  6. Links to third party sites
  7. Liability
  8. Payments
  9. Personal information
  10. Site use
  11. Cancellation and amendments
  12. Amendments and cancellation by the company
  13. Hotel dispute
  14. Building work
  15. Rates
  16. Onhotels.com star ratings
  17. Room types
  18. Additional requests
  19. Complaints
  20. Behaviour
  21. Local Law
  22. Travel insurance
  23. Miscellaneous

 

These terms and conditions were last updated on 17 December 2014.
 

1. Contract

Your use of the Onhotels.com website is conditional on your acceptance of the following Terms and Conditions. By submitting a booking you are agreeing that you have read and accept these Terms and Conditions.

Our booking services are only available to those persons over 18 years old, however minimum check-in age for unaccompanied individuals in the USA is 21 years.

A reservation is deemed to be either a Book Now reservation or an On Request reservation.

For Book Now reservations, your booking will be completed online, payment will be taken immediately and a booking confirmation will be emailed to you within minutes of completing the process.

For On Request reservations, your request will be submitted online, but is not guaranteed until an email confirmation has been received. Onhotels.com will respond to you within 48 working hours to confirm the booking or discuss alternative options. Payment card details are taken at the time of booking but payment is only only taken once a booking is confirmed.

Phone reservations are accepted and a confirmation sent immediately to the customer’s email address. It is the customer’s responsibility to make sure that the details of the reservation contained within the email match the request submitted by phone. If the customer does not check their email confirmation and rectify any anomalies with Onhotels.com on the same day, then cancellation charges will apply.

Onhotels.com is the trading name of Hotelsrus Limited, a company registered in England and Wales with a registered address of 88-98 College Road, Harrow, Middlesex, HA1 1RA, United Kingdom. (Please note that this address should not be used for correspondence).

Hotelsrus Limited is registered in England and Wales and this agreement is subject to English law and to the exclusive jurisdiction of the courts of England and Wales.

Any booking made by yourself via our website is regarded as an offer by yourself to purchase our product. The contract for services between yourself and Onhotels.com will come into existence when full payment has been accepted, and a confirmation has been issued. The person who makes the booking accepts these conditions and is responsible for all necessary payment.

By agreeing to our Terms and Conditions you are entering into a contract between yourself and Onhotels.com. If you wish to cancel, amend or change your reservation in any way this must be processed through Onhotels.com. If a cancellation or amendment is made directly with the hotel, then this will not be recognised and will be deemed to be invalid.

 
 

2. Terms of use

You may not publish, copy, transmit, licence or sell any information obtained from the Onhotels.com website. Onhotels.com will make every effort to ensure that the information on the website is accurate to the best of our knowledge. We do not accept responsibility for any loss or inconvenience sustained as a result of relying on the information provided.

 
 

3. License

Subject to your compliance with the terms of this agreement, Onhotels.com grants to you a personal, non-commercial, non-exclusive, non-transferable and royalty free right to receive information and make transactions on this site, solely for your lawful personal use. The right to receive information is not transferable. As a customer you are hereby granted a single copy license to download or print any of the information within Onhotels.com for your personal use. Unauthorised commercial use of the website and its content is prohibited.

The Agreement and the Licence granted in it shall continue until Onhotels.com announces its termination, and will terminate automatically if you fail to comply with the limitations described in this Agreement. In the case of termination, all information downloaded or printed from the site must be destroyed immediately. You may not: copy, transfer, distribute, transmit, reproduce, display, or modify any of the content on this site or use it for public display, performance, sale or rental; remove, modify or alter any copyright or trademarks.

 
 

4. Trademark & Copyright

Onhotels.com is a registered trademark at the UK Patent Office. The Onhotels.com logos, words, or titles may not be used by a third party without the express and written permission of Onhotels.com.

 
 

5. Disclaimer

The website content may include facts, views, opinions and recommendations in regards to particular hotels deemed of interest. Onhotels.com shall not be held liable for the account of the accuracy, defamatory nature, completeness or timeliness of, nor do they otherwise endorse these views opinions or recommendations. The information provided on the website is intended as information only and does not constitute advice and you should not rely on any material contained therein to make or refrain from making a decision or deciding on a course of action.

Information on the website may be out of date from time to time or contain typographical errors or technical errors. Onhotels.com accepts no responsibility for keeping the information up to date or liability for failing to do so.

 
 

6. Links to third party sites

The Onhotels.com website may contain hyperlinks to websites operated by parties other than Onhotels.com. Such hyperlinks are provided for your reference only. Onhotels.com does not control such websites and does not imply any endorsement of the material on such websites or any association with their operators.

 
 

7. Liability

Onhotels.com does not accept any responsibility for emails not received by our customers. Onhotels.com issues automatic confirmations to all customer email addresses as provided at the time of reservation. If you have not received an email confirmation or other suitable notification from Onhotels.com since making a reservation then you must contact our Customer Service team.

Onhotels.com shall in no event be held liable by you or anyone else for any inaccuracy, error or omission in, or loss, injury or damage caused in whole or part by, or failures, delays or interruptions of, the content or the website services provided by any combination of the foregoing; and shall in no event be liable to you or anyone else for any consequential, incidental or special damages, including but not limited to any lost profits or trading losses arising out of or relating to the use or inability to use the information or any decision made or action taken by you in reliance on information, even if advised of the possibility of such damages.

Onhotels.com shall not be liable for any failure or delay in performance of its obligations, which results directly or indirectly from any cause or circumstance beyond its reasonable control. The following shall be regarded as examples of such circumstances: outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority, fire, flood, lightening, explosion, fog or bad weather, interruption or failure of a utility or transport service (including but not limited to electricity, gas, water or telecommunications) renovations undertaken by the hotel, strikes, lockouts or boycotts, embargo, or blockades.

 
 

8. Payments

Unless otherwise stated, all bookings must be pre-paid by either credit or debit card only. In effect full payment will be deducted from your payment card at the time of booking and this will secure the booking. Onhotels.com will not accept payment by cheque, money order, or cash. Onhotels.com reserves the right to pass on any charges relating to returned credit card chargebacks.

Onhotels.com accepts payment by all major cards, as listed on the company's website. In addition, Onhotels.com reserves the right to charge you for any handling fees incurred by us in relation to bookings made by credit/debit cards. You will be notified of the relevant charges prior to issue of a confirmation invoice.

You and the other members of the party are responsible for payment of any charges levied for use of any ancillary services provided by the hotel, which are not covered by the quoted Onhotels.com room rate. Such services could include facilities such as telephone calls, laundry service, security safe, room service, newspapers, plus damages and any other fees levied by the accommodation provider for the use of amenities. Therefore, you are likely to be asked to pay a deposit when you arrive at the accommodation, which will normally be applied to a credit card, in order to cover supplementary charges that may be incurred by you during your stay.

 
 

9. Personal information

Onhotels.com takes the privacy of its customers' data very seriously. When buying anything via the website, we need to collect information about you to process the transaction, fulfill your order and provide you with the services you expect. This information may include, but is not limited to, details such as your name, your address, phone number and your credit/debit card details. Onhotels.com do not sell, rent or trade your personal information to third parties for marketing purposes without your express consent.

You can view our full privacy policy at http://www.onhotels.com/static/privacy.

 
 

10. Site usage

The Onhotels.com site is intended to assist you in determining the availability of and booking hotel rooms.

Although Onhotels.com make every effort to ensure that our published descriptions are correct, it does not own or operate the hotels or suppliers and cannot prevent or control modifications regarding hotels. Onhotels.com therefore reserves the right to change the description of a hotel at any time.

The Onhotels.com website may contain a plan of the layout of the accommodation. If so, this is based on specifications provided to us by the accommodation providers. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan.

Onhotels.com does not make any warranty that the website is free from infection by viruses or anything else that has contaminating or destructive properties.

 
 

11. Cancellation and amendments

Should you wish to amend or cancel your reservation you can do so through our contact form or if in case of an emergency and during normal office hours by telephoning customer services on +44 207 138 3001. Any amendments or cancellations will be confirmed back by e-mail within 24 hours of receiving your request. If a confirmation of your amendment or cancellation is not received from us within 24 hours you cannot deem the reservation to have been amended or cancelled and must notify us immediately. Onhotels.com cannot be held responsible for non-receivership of any contact forms or telephone calls made outside of the stated office hours.

Cancellations must be made directly with Onhotels.com and not with the hotel as the contract you have entered into is between Onhotels.com and yourself. Cancellations sent directly to the hotel are not accepted by Onhotels.com.

Unless otherwise stated on the Booking Form or by our customer service team during the reservation process (and also stated on your confirmation email) our Standard Cancellation and Amendment Policy will apply.

Standard Cancellation and Amendment Policy

The Standard Cancellation and Amendment Deadline is 00:01 (one minute past midnight), three days before the check-in date, based on local UK time. E.g. If check-in is on Friday in New York, the cancellation deadline is at 00:01 on Tuesday, local UK time.

A cancellation request for an entire booking received before the Standard Cancellation and Amendment Deadline will incur a cancellation charge of 10% of the current total price of the booking.

A cancellation request for an entire booking received after the Standard Cancellation and Amendment Deadline has passed will incur a cancellation charge equal to the total of the first night's price for all rooms in the booking. If you wish to cancel your reservation after the Standard Cancellation and Amendment Deadline has passed, you must telephone our customer service team.

If you do not inform us that you wish to cancel a booking and no passengers check in at the hotel you will forfeit the entire cost of the reservation

Any cancellations, changes or modifications for bookings falling within a special event period will incur 100% charges. The only exceptions to this will be where additional rooms/beds/cots/nights are added to the existing confirmed room or nights. When additional rooms/beds/cots/nights are added to existing confirmations, no amendment charges will apply.

Non-Standard Cancellation and Amendment Policies

If a non-standard Cancellation and Amendment Policy is stated during the booking process (which you will see on the booking form or will be confirmed to you by our customer service team - and will be reconfirmed on the booking confirmation email) then this will take precedence over the equivalent policy items in our Standard Cancellation and Amendment Policy.

Group Bookings (which can only be made by contacting our customer service team) are all subject to non-standard cancellation policies and these will be communicated to you at the time of booking by our customer service team.

Common Amendment Policy

All amendments are always subject to availability. There is a GBP 20 / EUR 25 / USD 35 / AUD 40 charge for every amendment you wish to make to your reservation. Requests for amendments must be received by our customer service team during our normal Onhotels.com office hours.

Amendments to dates and/or passenger numbers and/or room types may incur a rate change for both the currently booked nights and/or the new nights.

Amendment requests received after the Standard Cancellation and Amendment Deadline or your booking's non-standard cancellation and amendment policy has passed, particularly those requesting a reduction in the number of passengers and/or nights may be subject to further amendment fees that will be indicated to you by our customer service team.

 
 

12. Amendments and cancellation by the company

It is unlikely that we will have to make any amendments to your travel arrangements, but in exceptional circumstances we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor, and in all cases Onhotels.com will make every attempt to notify you of any changes before your departure. Onhotels.com also reserves the right to cancel your travel arrangements if necessary. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid (minus insurance premiums and amendment fees) or accept an offer of alternative travel arrangements of comparable standard from us, if available. Should you choose a refund, this must be claimed outside of 3 days prior to check-in date of the booking.

We strongly recommend that, when making a booking, you provide us with a telephone number that you can be contacted with on a consistent and regular basis. Ideally, you should be contactable on this number whilst travelling.

 
 

13. Hotel dispute

In the unlikely event that the hotelier cannot provide the booked accommodation, the client understands that the hotelier's responsibility is to find an alternative hotel of at least a similar standard, and provide transportation as appropriate to this alternative hotel. Onhotels.com shall have no liability in respect of any other costs, losses or damages existing out of, or in connection with relocation of accommodation since such relocation is outside Onhotels.com control.

(a) Your accommodation
All successful Email confirmations will be issued a reference number, which is shown on the hotel voucher provided by Onhotels.com. This hotel voucher shows details of the booking made with the hotel. It is important that you check that the hotel details and itinerary are correct to eliminate all possibility of misunderstanding. You should present the voucher at check-in upon arrival at the hotel. Likewise, if you do not receive a confirmation via email after making the booking, then please contact us. Should you experience any problems booking online, then please contact our Customer Service team via the details that can be found on the Contact Us page on our website, we will be happy to assist with any enquiries.

(b) Alterations at the Hotel
Should you decide to alter your arrangements at the hotel, the hotel will do its best to accommodate such arrangements, but will not be held responsible should they fail to do so.

 
 

14. Building work

From time to time, it may be that a renovation or refurbishment programme and its associated noise are in progress at a particular hotel. Sometimes we receive advance notice of such works, in which case you would be informed prior to making your reservation. If for any reason you are not informed in advance of the works and we deem that the works will have a significant effect on your stay, then we will review the option of partial or full refund.

 
 

15. Rates

All Onhotels.com rates are inclusive of applicable accommodation taxes and payment card charges, unless otherwise stated during the booking process. Where a hotel chooses to charge a resort fee, this is not included in the Onhotels.com rate and must be paid separately to the hotel during the stay. If you have any queries about resort fees, please contact our customer service team. All hotels displayed on our website are on a room only basis and do not include breakfast (unless otherwise stated). If a given rate at a particular hotel includes breakfast then it will be indicated next to the hotel displayed and on the voucher. All rates are subject to change without prior notice and may be withdrawn at any time.

 
 

16. Onhotels.com star ratings

All star ratings are provided by our hotel contractors and reflect their opinion of the overall quality, comfort, facilities and service offered. They do not automatically mean that a specific facility is or is not present. Our star rating can sometimes be higher or lower than official ratings, since the latter may not reflect the real standard of the hotel for bureaucratic or historic reasons. The following is a guide to star ratings on the site.

2 Star hotels tend to be small, independently owned properties. There is likely to be a limited range of meals and facilities available on site.

3 Star hotels vary from small to medium sized properties offering more extensive facilities. Reception and staff will aim for a more professional presentation than at 2 Star level. A wider range of services, including food and drink are likely to be found. All rooms come provided with en-suite facilities. Room service may also be available.

With 4 Star hotels there should be a noticeable difference in the degree of quality in the furnishings, decor and equipment on offer. Reception areas will be more spacious than those found in lower star rated hotels. Services such as porterage, 24-hour room service, laundry and dry cleaning may also be available.

5 Star hotel properties should provide spacious and luxurious accommodation throughout the hotel. Flawless attention to the guest's requirements should be provided.

 
 

17. Room types

The total number of people (including infants and children) using the booked accommodation must not exceed the maximum occupancy as shown on the website, otherwise you may be refused access to the accommodation or charged an additional amount.

(a) Single rooms
Single rooms and twin/double bedded rooms for sole occupancy are available in most hotels. Single rooms are generally smaller in size and less conveniently located.

(b) Twin/ Double rooms
Hotels may occasionally allocate a twin room even though a double room is reserved, or vice-versa. If the room type is of paramount importance to you then we suggest that you contact us and we will ensure that this request is passed to the hotel. In many hotels, the double rooms are made up of two single beds pushed together to make a double bed.

(c) Extra beds/Triple rooms
Hotels may provide triple room facilities, which have foldable or rollaway beds, as opposed to standard single beds. A triple room often contains 1 double bed plus a single or rollaway bed or three separate beds, one of which may be a rollaway bed. Either may result in a room of restricted space.

Extra beds are provided for children between the ages of 2 and 10 years but the rate quoted does not include breakfast for children. Children over the age of 10 years will be charged as an adult, in which case a triple room rate applies if sharing with two parents. Children under the age of 2 years are regarded as an infant and a cot, if requested and available, will be provided at the hotel free of charge.

 
 

18. Additional requests

If you have any additional requests, these will be passed on to the hotel. We will endeavour to meet any special requirements, but cannot guarantee availability.

 
 

19. Complaints

Any complaint in regards to the online booking process, customer service or travel arrangements must be notified to us by email or by sending us a message via the My Booking or Contact Us sections of our site. Alternatively you can write to: The Reservations Manager, Onhotels.com, 80 Paul street, London, EC2A 4EN, United Kingdom.

If a problem occurs while you are travelling, you must inform Onhotels.com immediately so that the matter can be resolved. You must also use the contact number provided on your hotel voucher to notify the relevant hotel supplier as appropriate. In the event that a complaint is not resolved to your satisfaction at the time, you must email or write to Onhotels.com within 10 days of check-out date, quoting your original booking reference number and giving all relevant information. Failure to take these steps will hinder the Company's ability to resolve the matter and/or investigate fully and in consequence, any right to compensation you may have will be waived or, at the very least, substantially reduced.

 
 

20. Behaviour

It is your responsibility to ensure that you and the members of your party do not behave in a way which causes offence or danger to others or which risks damage to property belonging to others. In such circumstances all suppliers (e.g. hotel managers) and the company have the right to terminate arrangements made on your behalf, in which case the company's responsibility to you ceases immediately and there can be no refunds, no payment of compensation and no reimbursement of any cost or expenses you may incur as a result. Furthermore, you will be liable to reimburse Onhotels.com plus the hotel for any expenses/damages incurred as a result of your behaviour.

 
 

21. Local Law

In some of our featured destinations, local laws and religious observance can lead to the withdrawal of certain facilities. Some examples; in Egypt, visitors are reminded that during the month of Ramadam, local bars and restaurants including hotel restaurants change their opening hours so that staff can adapt their eating habits to the restrictions imposed upon them (as per Muslims in general) during daylight hours. Visitors are also requested to refrain from eating, drinking and smoking in public areas during daylight hours. In Sri Lanka, it is common during full moon (Pooya Days) for hotels not to serve alcohol from hotel bars. In this case, it is usually permitted to consume alcohol in your room, but not to buy alcohol from any premises. In Mexico and India, when elections are being held, it is common for all licensed premises to be closed for the sale of alcohol. For the Maldives it is forbidden to import alcohol into the country, but alcohol is for sale in all tourist resorts.

In the USA, drinking and gambling laws are very strict. You need to be 21 years of age in order to be served and don't be surprised if you get asked to provide proof of your age,(including photograph) regardless of your actual age. To gamble, you must also be 21 years or older.

These are just some examples. In general, we request that you respect local people, and be sensitive to local customs and traditions.

 
 

22. Travel insurance

It is strongly recommended that you obtain travel insurance for medical cover, cancellation, theft and loss of baggage etc.

 
 

23. Miscellaneous

1. You accept financial responsibility for all transactions made under your name.

2. You must make sure that all information you provide to us is true and accurate.

3. You must not use the website for speculative, false or fraudulent bookings.

4. The transmission of threatening, defamatory, pornographic, political or racist material or any material that is otherwise unlawful is expressly prohibited.

5. If you wish to contact us on any issue detailed in these Terms and Conditions you may do so by contacting us via any of the means specified on the Contact Us page of our website.

 

Browse our complete list of hotels