These terms and conditions are the agreement between whoever shall use this site and Exclusively Hotels ("EH"). These terms and conditions set out the rights and obligations of all users and those of EH in relation to the services offered by this website. Hereafter the term "the Agent" refers to you, the organisation and "Customer" refers to the traveller (your client).
If you have any questions about these terms and conditions, please email us at customercare@exclusivelyhotels.com
1. Use of Site
You agree to be bound by the following terms of trading on
this site: -
WE ACT ONLY AS BOOKING AGENT FOR THE ACCOMODATION PROVIDER. THE CONTRACT FOR HOTEL ACCOMODATION IS BETWEEN YOU AND THE ACCOMODATION PROVIDER. The site is available to you for making legitimate hotel bookings only - not for speculative, false or fraudulent bookings
You accept financial responsibility for all transactions made under your agent log in and you accept to give us accurate information on all people travelling on the booking.
Before you click on the confirm button at the end of the booking process, please ensure that you have carefully read all the terms and conditions. By clicking on the Confirm button you are committing to be bound by these terms and conditions. Please note that the customer’s contract is with the hotel. We act only agents for the accommodation provider.
2. Making a Booking
All bookings must be made online or through the EH
call centre. EH require at least one name for each room booked. It is the agent's
responsibility to check all details of the booking including customers' names,
arrival date, departure date, number of nights, hotel name and rooms booked. EH
needs to be informed immediately of any errors as we cannot guarantee to be able
to make corrections at a later date.
Where in exceptional circumstances errors are found on The Website they will be corrected and The Company reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, The Company will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.
2.1 Group bookings (10 pax or more)
The agent must complete the groups enquiry form. A
member of the EH groups department will then contact the agent to discuss booking
requirements/make the booking. The hotel has the right to apply certain conditions,
which will be advised to the agent at the time of booking. Group bookings must not
be split into smaller multiple bookings.
2.2 Booking Confirmation
Once you have clicked the "confirm" button EH
will issue a reference number and email the agent the customer's confirmation
voucher. You must provide your customers with their confirmation voucher and
instruct them to hand this to staff at the hotel upon check in. All extras
incurred by your customers must be paid directly to the hotel before departure.
EH will not pay hotels for customer's personal hotel charges.
2.3 Special Requests
Special requests to hotels such as non smoking
or adjoining rooms will be passed on but cannot always be confirmed or guaranteed.
Disabled rooms usually have wheelchair access but MAY NOT include features for
the seriously disabled. An email should be sent to
customercare@exclusivelyhotels.com
if a disabled room is required so that the
hotel can be informed. Disabled rooms are on request and EH cannot be held
responsible if an adapted room is not provided upon arrival.
2.4 Hotel Facilities
The agent must acknowledge that the availability
of the facilities and features listed for each hotel are under the direct
control of the hotel and as such EH cannot be held responsible if those
facilities or features are not made available to the customer during the period
of their stay. If a facility or feature is of particular importance to the
customer, then the agent should check with EH or the hotel that this facility
or feature will be available during the dates of the customer's stay. Please
note that, in particular, swimming pools and air conditioning are only available
seasonally and it is the agent's responsibility to check whether these
facilities will be available during the customer's stay.
2.5 Late Arrival
The Agent must ensure that EH are informed
in writing at least 24 hours prior to arrival of any Customer who is due to arrive
at the hotel after 19h00. Failure to do so may result in problems at check-in.
2.6 Room Types
It is the agent's responsibility when making
a booking to ensure they have booked the correct room type for their customer.
All details of the room types and the number of people that can be accommodated
in the room are available on the search screen and should be double checked on
your email confirmation. Room types available are as follows:-
Single Room - Contains one single bed. Suitable for one person.
Twin Room - Suitable for two people. Please note that in the US and Canada twin/double is the opposite of the European definition. Double or twin rooms may only contain one bed. Customers can request separate beds upon arrival, however separate beds are not guaranteed.
Double Room - Contains one double bed or two single beds made up as a double. Suitable for two people. In the US and Canada, a double room MAY contain two double beds.
Double for sole use - Contains two single beds or one double bed. Suitable for one person
Triple Room - Contains twin or double bed + extra bed or 2 double beds. Most hotels do not have one full size bed for each guest. Suitable for 3 people.
Quad Room - Please note that the room may not contain four single beds. Room may contain two double beds. Suitable for four people.
Child Bed - often a roll away bed, suitable for a child under the age of 18 years.
Cot cradle or crib - suitable for a child under the age of 2 years.
Shared Facilities
- Bathroom and toilet facilities are not private en-suite. They are outside the room and are shared with other customers. In hostels, this
description may include shared kitchen facilities too.
Please be aware that room type and size will vary from country to country.
2.7 Trade Fair / Special Condition Reservations
During trade fairs or festivals hotels MAY
NOT honour our usual reduced rates which means that the price you pay may be
higher than the hotel's published rate. This can happen at any time when
availability is scarce. Cancellation charges may vary to those laid down in
the cancellation policy in accordance with terms laid down by our suppliers.
EH reserves the right to alter this charging structure in such circumstances.
3. Payment
Payment terms will be confirmed with the agent upon
completion of the contract. There are two options as follows:
3.1 Credit Card Payment
Payment must be made in full at the time of booking by the
agent with a company credit card. EH will not accept payment made with the
customer's credit card.
3.2 Invoice/Credit
EH will invoice the agent either by a) booking date or b)
arrival date. Payment is due 14 days after the invoice date, in accordance
with the provisions set out in the EH credit agreement.
4. Amendments
If you need to change the dates of travel, there may be
other rates valid for the new dates requested. If the hotel cannot accommodate
your requested amendment, the booking will automatically revert to its original
status although EH will always endeavour to offer a suitable alternative.
4.1 FIT Amendments
Agents can amend bookings free of charge either online or
by email.
4.1.1 Online - Certain amendments can be effected through the agent's account online. Where an amendment cannot be effected online, the agent must email the EH customer service department for assistance on the address below.
4.1.2 Email - The agent should contact EH by e-mail at customercare@exclusivelyhotels.com. All amendment requests must be received in writing and are subject to availability.
4.1.3 Amendment Policy
Bookings amended 48 hours (00.00 GMT) or more prior to
the day of arrival - no charges.
Bookings amended within 48 hours (00.00 GMT) or the day of arrival may be subject to charges from the hotel/supplier which will be passed onto the Agent.
However all bookings are subject always to clause 2.7 above.
4.2 Group Amendments
Agents can amend group bookings by sending an email to
groups@exclusivelyhotels.com.
All amendment requests must be received by EH in writing.
EH will endeavour to amend bookings free of charge unless EH incurs a charge from
the supplier. In this instance EH will pass the charge onto the agent.
5. Cancellations
It is the agent's responsibility to ensure that
all cancellation requests are correctly submitted to EH. The agent must also
ensure they have received written confirmation from EH that the booking has
been cancelled.
Should the customer fail to arrive at the hotel
on the first night of the booking, the whole booking may be cancelled and
you will be charged 100% of the first night. Additional charges may be
applied depending on the hotel and destination
5.1 FIT Bookings
Cancellations by the Agent
Agents can cancel bookings online or by email.
5.1.2 Online - The agent should log in to their account on the EH website to make any cancellations. The agent will be shown a summary of any applicable cancellation charges and to proceed with the cancellation the agent must click "submit". EH will email the agent with confirmation of the cancellation.
5.1.3 Email - The agent should contact EH by email at customercare@exclusivelyhotels.com quoting the EH booking reference. EH will email the agent with confirmation of the cancellation.
5.1.4 Cancellation Policy
Bookings cancelled 48 hours (00.00 GMT) or more
prior to the day of arrival - no charges.
Bookings cancelled within 48 hours (00.00 GMT) or the day of arrival - 100% of the first night.
However all bookings are subject always to clause 2.7 above.
5.2 Group Bookings
Cancellations by the Agent
Cancellations must be made in writing to our Groups
Department on
groups@exclusivelyhotels.com.
EH will advise the agent of cancellation provisions
which apply at the time of booking.
5.3 Cancellations by the accommodation provider.
In the unlikely event of a confirmed booking later
becoming unavailable, the accommodation provider will abide by the following:
- the accommodation provider will offer a suitable alternative in the same category or better within a similar location or a full refund.
- EH will inform the agent in writing of any changes to bookings providing the accommodation provider has informed EH.
- Usually, this will be done in advance of travel however where this is not possible, EH will endeavour to ensure that the accommodation provider resolves the situation as efficiently as possible.
- It is the agent's responsibility to cancel any alternative if you or your customer does not approve of the hotel offered. Failure to cancel an alternative that is not acceptable will result in non-arrival charges. All cancellations must be made in writing to customercare@exclusivelyhotels.com 48hrs prior to arrival.
- If the customer encounters any problems whilst at the hotel the agent should abide by the EH complaints procedure documented in section 6.
6. Complaints Procedure
In the unlikely event a customer is unsatisfied with their
hotel, the agent must ensure the following steps are adhered to:
6.1 Please instruct the customer to discuss any issues directly with the hotel management.
6.2 Should the hotel not resolve the customer's complaint the agent should contact our Customer Service Department. The EH customer service team will endeavour to assist in order to rectify the situation.
6.3 Should your customer still feel that the complaint has not been resolved, please forward their complaint in writing with full details of any actions you/the customer has already taken to customercare@exclusivelyhotels.com within 10 days of the customers return. EH will abide by the following timescales:
- an acknowledgement sent within three working days
- a progress update within 14 working days
- a substantive reply and conclusion within 28 working days
7. Force Majeure
EH do not accept liability or pay compensation
for any loss, damage or expense for any failure in the course of this contract due
to a force majeure. This shall include without limitation any service which we or
any of our suppliers could not provide due to war, threat of war, riots, civil
strife, terrorist activity, industrial action, natural or nuclear disaster, fire,
adverse weather conditions, closure of airports or ports, governmental intervention,
accidents or technical problems with transport.
8. Liability
The customer’s contract is with the accommodation provider. EH act only as agents. Given that we only act as agents for the hotelaccommodation provider, EH can accept no liability whatsoever for any death, personal injury, loss or damage of any kind to the customer or to you, unless caused by our own negligence. Insofar as we have any liability to you, then proceedings in respect of any such liability shall be governed by English law and the exclusive jurisdiction of the English Courts.:
(a)
(b)
9. Privacy Policy
Please click here to see our
Privacy Policy
10. Law
All contractual obligations arising out of these terms and
conditions shall be deemed to come into existence in England and be subject to English
law and the exclusive jurisdiction of the English Courts.
11. Changes to Terms and Conditions
EH reserves the right to change or update these terms
and conditions relating to the use of the site without prior notice to you. The latest
version will always be available on the site and by using the site, you are accepting the
latest version available.
12. Intellectual Property
The copyright, trademarks and other intellectual property
rights in and relating to this site are reserved to EH. The content or data found on
this site may not be reproduced, sold, transferred or modified without the prior
written consent of EH. You may not modify, copy, duplicate, display, reproduce,
license, publish, transfer or sell any information, software, products or
services obtained from the website without the prior consent of EH. You must
further acknowledge that you must not use any of these intellectual property
rights, except whilst making a booking as set out in these terms and conditions.
13. System Integrity
The usage of any device, routine or software
which inhibits or interferes with the running of EH or any booking concluded upon
it is prohibited. Any action which creates a load on EH or infrastructure which may
be considered unreasonable or disproportionate is prohibited.
14. Access to EH
EH reserve the right to deny access to the site at any
time as it may be affected by outside factors outside of our control.
15. Severability
These terms shall be deemed severable. In the event that
any provision is determined to be unenforceable or invalid, such provision shall
nonetheless be enforced to the fullest extent permitted by applicable law and such
determination shall not effect the validity and enforceability of any remaining
provisions.
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User Guide Sections
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- Log onto the website - www.exclusivelyhotels.com
- Enter your log in details and click "continue" to enter your account.
- If you have forgotten your password please enter your Username and click for the reminder. We will email you your password within minutes.
HOME PAGE
1. Make a new booking
Hotel availability search
- Complete the search options.
- Remember to select the number of rooms you require followed by room types and click "search".
- For some destinations, such as Paris you will be asked to select Paris (Central, Suburbs & Airports). This facility allows you to narrow down your search and save time.
Hotel search results page
- Hotel search results will be displayed.
- If you have chosen to see the gross price displayed you will see the hotels selling price along side the commission you will make for that individual booking.
- Our "Best Offer" hotels will be displayed first. Remaining hotels will be listed underneath with the cheapest first.
- Click on "Book" to make the booking.
- A summary of the booking is provided at the top of the page. Check the information is correct.
- Complete the guest's names ensuring a name is provided in each box.
- Tick if you would like any room extras. If there are any further special requests that are not available online please email customercare@exclusivelyhotels.com (e.g. cots/non-smoking room etc) Please note that any request cannot be guaranteed.
- When you are happy all the details are correct, click "add to basket".
- Lists the hotels/rooms you have selected to book. Please check all the details are correct before proceeding to checkout.
-
On the "my shopping basket" page you also have
the following options:
"Remove this item" - You can remove a portion of the booking.
"Add another room" - Add another room to the booking (remember that you will multiple vouchers by adding another room at this point).
"Add another item" - You can add a different hotel item to the booking.
- Summarises the booking and gives a grand total of the booking (and commission earned).
- Complete payment details - please ensure you click "add to my account" if your Agency has been granted credit.
- Your reference - Your opportunity to add an agent reference if applicable.
- Terms and Conditions - Tick that you accept our terms and conditions and click "continue" to complete the booking. There is also the option to abandon the booking at this stage.
2. Make a group booking (10 or more persons)
- Fill in the contact details for the member of staff making the enquiry.
- In the comments box add the lead name of the party to travel.
- Click on "submit" when you have completed all the fields and our Groups Department will be in touch within 48hrs.
- This section allows you to retrieve a customer's booking using numerous different search criteria.
- By using this option you can retrieve bookings to make cancellations and amendments.
- Not all bookings can be amended on your account. If you experience any difficulties please email our customer service department who will be happy to make the amendment for you. Please email: customercare@exclusivelyhotels.com
- This tool can be used to view overall Agency booking totals within any date range.
- Not live as yet.
- This page lists your agent's details and can be updated by clicking the "edit" button.
- To add extra users, please contact sales@exclusivelyhotels.com.
-
The manager will have to complete the new users
information and select the level of "roles" they require. You can choose
from the following options:
Select all = Can access all areas
Agent booking staff = Can only make bookings
Agent management = Same authority as a manager's log in
Branch booking access = Can view information at branch level
- Contains information about the user.
- All staff members of the Agent receive a discount of the Agent's commission plus an extra 3% for personal bookings as long as they are a member of the travelling party. They must pay at the time of booking using their own personal credit card. All staff bookings will be subject to the normal terms and conditions of the Agent. The amount charged to the member of staff's credit card will be the net price.
VOUCHERS
It is your responsibility to check all vouchers are correct and to ensure that all clients present the voucher to the hotel at check in. This is crucial as the voucher contains information that the hotel will use to locate the booking and is proof of pre-payment.
CHECK IN
Please advise your customer that should they experience
any problems at check-in they should call you or Exclusively Hotels straight away.
Our Customer Service department will be on hand to assist and most issues can be
resolved within minutes.
Please bear in mind that any complaints need to be
received in writing to
customercare@exclusivelyhotels.com
within 10 working days of the customer's return. Customer
Services will then normally take between 15-28 days to deal with all queries.
CANCELLATION
You will be able to amend or cancel virtually all FIT bookings for free, as long as you cancel the booking 48 hours prior to check in. Bookings where charges might apply are those booked in accordance with 2.7 in the Terms and Conditions.
NON-HOTEL RESERVATIONS
You can make Apartment, Private Transfer, Sightseeing and Conference reservations through your EH account. In all cases these reservations will need to be made offline by the EH Call Centre and will be added to your account manually. Vouchers for these bookings will be emailed to you and will not be seen through your EH log in but will appear in your invoice or statement.
Please bear in mind that, irrespective of the commission you earn on all FIT and Group hotel reservations, the commission paid on all non-hotel reservations is 5% and that the cancellations and amendment conditions may vary as well - please check at the time of making the reservation what they are.