Terms and conditions.
It's important to us that you understand what you're booking before you commit. We've set out everything you need to know, so there are no nasty surprises. This will not affect your statutory consumer rights. These terms and conditions are governed by English law and apply from when we provide you with a booking reference, either by phone or on the website. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. If the courts find parts of these terms illegal, the rest will continue in force.
We may transfer our rights and obligations to another organisation, but will tell you in writing if this happens and will ensure that this transfer will not affect your rights in relation to this booking.
When we talk about 'we', 'us', etc, we mean City Hotel Reservations Limited, The Oak Building, Ashford Road, Newingreen, Hythe, Kent CT21 4JA. If you need to get hold of us for any reason, email us here (you will be redirected) and we'll get back to you. You can also call our contact centre on 0800 083 3406. It's open from 08:00 to 21:00 on weekdays and 08:30 to 20:00 at the weekend.
Before you book
We do our best to tell you as much about our products as possible before you arrive. We try them out ourselves and regularly update the information so it's as useful as we can make it. Please take the time to read the product information so that you book a product that is suitable for you. As a booking agent we work with applicable product providers. The companies that provide the hotels, car parks and lounges we sell will have their own terms and conditions, which will also apply to you. We can get you a copy of these if you need one, just ask, but we'll try to make you aware of anything you need to know.
Unfortunately, we sell so many great hotels and car parks that we can't always keep track of changes to how they run. If you find anything that's not completely accurate in our information, please tell us as soon as possible.
If you book one of our Mystery products, you'll be getting a great product at a lower price than you'd otherwise pay. We won't be able to tell you what hotel or car park that is until after you've booked and many Mystery products cannot be cancelled once they've been purchased. We'll do our best to tell you anything that might make any of our Mystery products unsuitable, but if you book, you should do so on the understanding that the Mystery product may not be ideal for your needs. As such, we cannot be responsible if it is not suitable.
Prices and Payment
All prices include VAT and are constantly updated so we can give you the best deal available at the time. Since we offer some amazingly-low rates, a price we've offered you may go up or down if you come back to book later. Make sure you book the package you want when you see it, so we can guarantee you'll pay the price you've seen. We reserve the right to correct any pricing errors on our website and any bookings at an incorrect price. Payment will be required at the time of booking. If your payment is declined we may not be able to fulfil your booking. Please note that if you use a non-UK credit card, your card issuer may apply a currency conversion charge.
If you use a discount code when looking at our products, the discount will be noted on each package it applies to. If you want to take advantage of your discount, make sure you book a package that states your discount can be applied.
Before you go on holiday
We put together handy little guides to what to do at the airport for all our customers and send them out by email with your confirmation. Make sure you read this thoroughly to confirm what you've booked is suitable for you and take it with you when you go on holiday. If you don't follow the instructions we give you, we may not be able to refund you any additional costs you're charged as a result. If you need a copy of your confirmation sent by post, you can add this to your booking (this will cost £1.49). We'll post the confirmation by first-class post on the next working day after you booked. We'll still hold you to our terms if your paper confirmation is delivered late or not at all.
Any parking is at your own risk and subject to the owner of the car park's terms and conditions, so we ask that you don't keep any valuables in your car. You should be prepared to leave your keys with staff as this may be necessary. If you have a larger-than-average vehicle or a motorbike, please check with us that the car park can accommodate it without an additional charge by calling us on 0800 083 3406 or emailing here (you will be redirected). Any parking is at your own risk and subject to the car park operator's terms and conditions available at the time of booking and on site. Please check your vehicle and report any damage prior to leaving the car park. The car park operator shall not be liable for any damage unless proven caused by their negligence.
Changes and Cancellations
If you need to make an amendment to your booking, please let us know as soon as possible and we will try to accommodate your request where possible. If you need to cancel your booking you can do so, subject to some conditions. For example the Free Cancellation offer is applicable to flexible bookings only. Many of our special offers and reduced-rate products cannot be changed or cancelled. As such, we can't give you a refund for these products.
Booking transaction charges applied by payment card providers or providers of other financial services are non-refundable.
Sometimes we may have to make changes to your booking after you've made it. Should this happen, we'll notify you as soon as we're able. If the new arrangements are not suitable, we'll offer you a full refund but will not be liable to you for any related losses. We will not be liable to you for a refund where the cancellation is due to events outside of our control (see further information below).
Further product information and terms and conditions are as follows:
Hotels If you need to cancel, you can do so any time free of charge, less the card fees, up until a minute to midnight, two days before you arrive at the airport. So, if you fly on the 3rd, you'd need to cancel by 23:59 on the 1st. If you booked with us through another company, you will need to cancel with them directly.
If you do need to cancel your booking you can do so by using this link with your. Or, give us a call on 0800 083 3406 with your booking. Please note, calls to this phone number cost 11 pence per minute, plus your phone company's access charge.
Parking and Lounges
If you need to cancel, you can do so up until a minute to midnight, two days before you arrive at the airport. So, if you fly on the 3rd, you'd need to cancel by 23:59 on the 1st. If you booked with us through another company, you will need to cancel with them directly. If you cancel in time, you will be refunded what you've paid, less our cancellation fee (where applicable), which is normally a £10.50 for a lounge or a parking booking unless you added a cancellation waiver. The cost is higher for certain packages, but we will inform you of this before you book. With the waiver added to your package, we'll refund you the full cost of your package, less the waiver and card fees, but it must be added to the package at the time you booked.
On the day
When you travel, take your booking confirmation and the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the hotel, car park or lounge know who you are. If you booked at a discounted rate for yourself as a travel agent, you will need to take a pay slip or proof of employment as confirmation that you are entitled to this. Make sure that you leave enough time to get to your departure gate as we can't help you if you miss your departure because you're running late.
If you have any problems on the day, please let the team at the hotel, car park or lounge know so they can help you. If you don't let them know, we may not be able to help you later on. If you're delayed in getting to a lounge, so can't be there for all the time you booked, we cannot offer you a refund.
If you're parking and you arrive before the day and time you booked for, or stay later than when you have arranged to leave, you may be charged for the extra parking at the car park's normal price. If you leave earlier than planned, we can't refund any of your money.
Events beyond our control
Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).
Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we will try to arrange an alternative product but regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.
We will of course do our best to offer you support as our valued customer where we can in these circumstances but as a booking agent for the product provider, we will only be liable to you for losses directly arising from our negligence in processing your booking. Any claims in relation to the delivery of the product must be made against the provider of that product, and will be subject to their terms and conditions which can be requested at the time of booking.
When you get home
We hope everything went smoothly, but if you had any problems at all with the services you've booked through us, please contact our Customer Experience team and we'll do our best to put things right. You can get hold of us at this address: here (you will be redirected). If possible, please send us copies of any relevant receipts or documents you have. In most cases because of GDPR, we can only discuss booking information with the person who made the booking, or are named on the booking.
Alternatively you can send a letter to:
Customer Experience City Hotel Reservations Limited The Royal Oak Ashford Road Newingreen Hythe Kent CT21 4JA
After you get home, we'll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us.
Late Return Cover
If for any reason you overstay in any airport car park (e.g. delayed or cancelled flights), you may be liable for an overstay charge. This is charged by the car park itself, based on their daily gate price, which the supplier will provide upon request.
An overstay charge may be incurred due to late arrival back at the car park, which excessively overruns your booked time of return.
However, by purchasing our late return cover, we will refund any overstay charges you've paid up to 24 hours, provided that the overstay is due to a valid reason and supported by sufficient evidence.
Evidence must include; Acceptable evidence of delay and cause e.g. copy/image of booked flight boarding pass or proof of purchase with a clear flight number evident. Valid evidence of overstay charge payment e.g. receipt. Valid overstay reasons include but are not limited to; delayed flights, cancelled flights, airport hold-ups, other valid extenuating circumstances, which will be assessed on a case by case basis.
To make a refund request Please note City Hotel Reservations must be notified of a refund request within 48 hours of the last day of your booking or the day of your return to the UK, whichever is the latter. Overstay Evidence related to claim must then be supplied within 3 days of City Hotel Reservations being notified of the refund request.
Please send your flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of overstay payment (e.g receipt) to us using this link.
Unless we say so in these terms, if you want to amend or cancel your booking due to an event of the type listed in the events beyond our control category, we do not have to refund any payment you have made to us under your late return cover.
Events beyond our control exceptions
Unfortunately, this cover does not include overstays as a result of an event beyond our control, and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. This is also the case if you suffer any damage, loss or expense of any nature as a result of a major event. For clarity this includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. These include (but are not limited to) war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).
Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include (but are not limited to), timekeeping and booking errors.
We recommend you take travel insurance as this may assist in a situation where we are not liable.
If you have any queries please don't hesitate to contact us on 0800 083 3406