Refund timelines, policies & processes

Depending on the conditions of your booking – please note that where the booking carries a No Refund or Change policy there will be no refund available to you – This is clearly shown during the booking process, and you will have had to agree to this before the booking was completed

If you are expecting a refund due to changes or cancellations of your reservation? The timing and method of your refund will depend on your payment method.

When you paid with a credit or debit card

Hotel Booking Centre will initiate your refund and credit the card used for your reservation within 24 hours. After this, your bank will handle the remaining process. Please note that it may take up to 7 days for them to post the credit to your account, and it could take up to 2 billing cycles for it to appear on your statement.

If it has been more than 7 days and you still haven’t seen the refund on your account, please contact your bank or card issuer to inquire about the status.

You can also contact our administration team by email admin@hotelbookingcentre.co.uk who can provide you a copy of the refund request to follow up with your bank.

Please note that there will be a handling charge to cover our out of pocket expenses such as credit card service fees and currency exchange this will not exceed 10% of the value of the booking.

Non-refundable bookings

Certain bookings are non-refundable. If you cancel, you will not receive a refund. Please be aware that the hotel or holiday rental may impose an additional cancellation fee.

Displayed Prices

Prices stated are on per room, per night basis and include VAT unless otherwise stated. Accommodation as specified is a standard room, on a room only basis including tax. Resort fees, extra bedding such as cots and rollaway beds are payable locally in some hotels but can be requested by submitting your special request online.

All discounts displayed are based on the discounts from the full “Rack Rate” including VAT and are correct at the time the offers are first advertised on any Channel. However, please note that some hotels in other countries may also charge local or other taxes, which may not be included in the offer. “Rack Rate” is the rate published by a hotel which is the maximum it will charge for any room.

Hotel Reservations we offer

When you book accommodation through us you are entering into a contract with the accommodation provider who have their own standard terms and conditions which will apply to your contract with them. A copy of any accommodation provider’s terms and conditions are available upon request. By requesting us to confirm a booking, you are accepting that the terms of the agreement (and the conditions of any contract with your suppliers) apply to your booking and the accommodation you have booked. We undertake no responsibility for and is not liable for the misrepresentations, breaches of contract, breaches of statutory duty or negligence of any of the accommodation providers who sell their products and services through us. This means that in the event of you suffering personal injury, illness or death as a result of any act or omission of an accommodation provider or you having any other of an accommodation provider or you having any complaint about the quality of the services provided or having any further complaint at all, your right of redress will be against the independent third party who provided the such service and that we will be under no liability at all (whether in contract, tort or otherwise howsoever).

Cancellations and Amendments

Cancellations are subject to the specific policy as outlined during the reservation process and on your confirmation. Fees may apply for cancellations, amendments, no-shows or early checkouts. In some cases, hotels do not permit changes to or cancellations of reservations after they are made. You agree to pay any cancellation or change fee that you may incur. You will be notified before the reservation order is completed if a reservation is non-refundable.

Disclaimer – Hotels’ Reservations – Limited Scope of our Services and Responsibilities

We are not the hotel or final service provider. Our role is strictly limited to offering specific and defined services for hotel accommodation reservations, and therefore, we bear no responsibility for any aspect of your hotel experience (including, but not limited to, the hotel’s location, facilities, amenities, activities, services, their size, quality, condition, availability, or the level of service provided by the hotel staff, including their behaviour). We are not accountable for any complaints or dissatisfaction regarding the hotel and your stay; in such unfortunate cases, our sole responsibility is to relay your complaint or dissatisfaction to the hotel/provider and to represent you in that process. Any compensation (if applicable) will be contingent upon the amounts or remedies offered by the hotel/provider. In the event of such issues, it is crucial to contact us as soon as possible to enable us to address the problems while guests are still at the hotel. Complaints or dissatisfaction notices must be submitted in writing with supporting evidence (if available) as close as possible to the time of the issue and, in any case, no later than 72 hours after check-out. Notices that are not submitted as specified and within the defined timeframes will be disregarded. We strongly recommend that you conduct independent research on the desired hotel or room through external sources, such as hotel review websites like http://www.tripadvisor.com/ or through general web searches or relevant contacts.

Facility Eligibility

The list of facilities on the hotel page is supplied by the hotel or its providers. We accept no liability for whether the facilities listed are available at the hotel when the reservation is made, nor for the rights of reservation holders to access any of these facilities. All specifics regarding the facilities included in the reservation are set by the hotels or their respective providers, not by us. The facilities that have been reserved are typically outlined in the reservation form. Some facilities listed on the hotel page may not be part of the reservation cost and could incur additional fees, payable directly to the hotel. Unless your entitlement to a particular facility at the time and place of your reservation is clearly indicated on your reservation form, you will not have access to that facility from the reserved hotel or from us.

Over booking

Over-booking refers to a scenario where, due to various factors beyond the Company’s control, there are no available rooms for the dates booked by customers at the time of arrival or check-in. In such an unfortunate event, the hotel or final provider reserves the right to move you to a different hotel, provided that the alternative hotel is: (a) reasonably close to the original hotel; (b) of the same or higher quality level/star rating as the original hotel; and (c) offers the same or better board type than what was originally reserved. If these conditions are met, you will have no claims regarding the above.

Relocation

Relocation occurs when it becomes essential, for any reason, to redirect customers from their reserved accommodation. As a common procedure, customers who are relocated will be provided with at least one alternative option (or two if feasible), which will possess these minimum or superior like-for-like features in relation to the original accommodation: a) same location, b) same classification, c) same type of room, and d) same meal plan; if this is the case, you will have no grounds for a claim regarding the aforementioned points.

Classification (Star (*) Rating)

The comfort level assigned to hotels in the descriptions on the website reflects a classification based on local standards in that country, which may differ from European standards. The classification shown on the website is intended as a guideline only. Travel agents should recognize that standards can vary among hotels of the same rating in different countries, and even within the same country. It is crucial to read the individual hotel descriptions thoroughly. Star ratings may vary depending on the country where the hotel is situated and are beyond our control; therefore, we cannot be held liable for any misunderstandings regarding star ratings. Accommodation in all hotels, regardless of rating, is in standard rooms unless stated otherwise.

1 star (*): These typically represent the lowest-priced hotels. The accommodation meets the basic requirements for facilities and is generally clean and straightforward.

2 stars (**): Basic accommodation that is simple with a bit more attention to decor. Services are limited.

3 stars (***): For guests seeking a bit more and who value service, quality, style, and comfort. Facilities usually include a restaurant, swimming pool, or services for business travellers.

4 stars (****): Generally, more attention is given to the facilities, which tend to have a more luxurious feel. Hospitality and service are typically high. Guests can expect a top-quality restaurant and a wide range of facilities at these reliable hotels. First-class accommodation is provided for business travellers, as business facilities such as business centres are usually available.

5 stars (*****): Premier accommodation that meets the highest standards. These hotels provide impeccable personal service and are furnished to the highest specifications, often categorized among the leading hotels in the destination. The properties also offer excellent facilities, frequently including spas on-site.

Occasionally, for technical reasons, due to force majeure, or as a result of actions by a third party, the originally booked hotel may be replaced by another hotel in the same category that offers similar services.

GENERAL
Disclaimer: Limited Scope of our Services and Responsibilities

We are not the ultimate provider of any Hotel we offer. Our role is strictly to provide a specific and defined service for making reservations for such services, and as such, we bear no responsibility for any aspect of your experience with the service you booked (including, but not limited to, the location of the service, the facilities/amenities, quality, condition, availability, level of service, or the behaviour of the staff). We are not liable for any complaints or dissatisfaction regarding the service, and in the event of such unfortunate circumstances, our only responsibility is to relay your complaint or dissatisfaction to the relevant provider and represent you in that process. Any compensation (if applicable) will be contingent upon the amounts/remedies offered by the provider. In the event of an issue, please contact us as soon as possible to allow us to address the problems while the service is still ongoing; the complaint/dissatisfaction notice must be submitted in writing with supporting evidence (if available) as soon as possible after the issue arises and no later than 72 hours after the service has concluded. Any complaint/dissatisfaction notice not submitted as specified and within the defined timeframes will be disregarded. We strongly recommend that before making a reservation, you conduct independent research regarding the desired service through external independent sources, such as service review websites, general web searches, or relevant individuals.