These terms and conditions are the agreement between whoever shall use this site and TotalStay Ltd t/as 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. References to "Accommodation Providers" means the owner/provider of the hotels, apartments and other accommodation of any description featured on the website and "Accommodation" means the accommodation including all facilities and services advertised on our website that we have agreed to arrange in connection with your confirmed booking. 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 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 EH 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, EH 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
By proceeding to book accommodation and/or other services through the site, you accept
that you will be entering into a contract with the Accommodation Provider on their standard
terms and conditions. If they are provided we will endeavour (but undertake no liability to
do so) to make copies of the Accommodation Provider's terms and conditions available to you.
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. Failure to do this may lead to the hotel refusing your
Customer's booking &/or requesting an additional direct payment for the cost of their stay.
This email voucher is their proof that the hotel booking has been prepaid. Please advise your
Customers not to allow the hotel to charge them as they have already prepaid - please contact
us first so we can endeavour to resolve any dispute directly with the hotel. 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.
2.2.1 Credit/Invoice Agents
Once you have hit the 'Confirm'
button and EH have sent you the booking confirmation, you will be entering in to a legally binding
contract with the Accommodation Provider. At this point you are authorising EH to invoice you for the
total amount of the booking in accordance with your pre-agreed invoice terms.
2.2.2 Credit Card Payment Agents
Once you have hit the 'Confirm'
button and EH have sent you the booking confirmation, you will be entering in to a legally binding contract
with the Accommodation Provider. At this point, you are authorising EH, as agent for the Accommodation
Provider, to debit your credit or debit card for the total amount of the booking.
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.
The Agent acknowledges that the inclusion in the hotel's facilities of car parking, means that a provision is made by the hotel for car parking. The availability and cost of the car parking is determined by the individual hotel. It is the Agent's responsibility to check the availability and cost of the car parking provided by each hotel. The contact details of each hotel which may be booked via this website are set out in the confirmation voucher
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. Please note that if your Customer's booking is at a Hostel then a Single MAY denote a single bed in a dormitory room.
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 and so can accommodate up to 4 people.
Double for sole use - Contains two single beds or one double bed. Suitable for one person
Triple Room - Contains one 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. Additionally, the availability of Child Beds &/or Cots is not guaranteed and will vary from hotel to hotel.
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 Accommodation Providers.
EH reserves the right to alter this charging structure in such circumstances.
2.8 Photo Disclaimer
Photographs and
images can be an indicative and/or generic representation. EH makes every effort to
ensure images used are indicative of the product being sold and are up to date, however
we cannot guarantee their accuracy. Photos are not necessarily of the specific rooms
allocated to guests and could be of different room types than those booked, e.g. standard,
superior, deluxe etc.
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 in accordance with your pre-agreed payment terms, as set out in your EH
credit agreement.
4. Amendments
If the Customer wishes to change the dates of travel,
there may be other rates valid for the new dates requested. If the hotel cannot accommodate the requested
amendment, the booking will automatically revert to its original status although EH will always endeavour
to offer a suitable alternative.
Should the Customer wish to check out of the hotel earlier than expected, please ask them to obtain a check-out slip from reception / front desk. Also contact us as soon as possible after check-out in order for us to begin the request for a refund for the unused nights. If the hotel staff confirm any refund, please ensure that your Customer gets this in writing to assist us in resolving any potential dispute.
4.1 FIT Amendments
EH does not charge booking amendment fees however it should be
noted that the original room rate is subject to change on amendment. Certain bookings may be non-amendable and
fees may be incurred however this will always be clearly stated prior to confirmation of the original booking.
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 at 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 (commencing from 00.00 hours GMT) or more prior to
the day of arrival - no charges.
Bookings amended within 48 hours (commencing from 00.00 hours GMT) or the day of arrival may be subject to charges from the hotel/Accommodation Provider 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 Accommodation Provider. 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
the Agent 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.
5.1.1 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.
5.1.2 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.
5.1.3 Cancellation Policy
Bookings cancelled 48 hours (commencing from 00.00 hours GMT) or more
prior to the day of arrival - no charges.
Bookings cancelled within 48 hours (commencing from 00.00 hours 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. Failure to contact us straight away may compromise our ability to deal with your problem satisfactorily. It will also assist us in disputing any issues if you gather as much evidence as possible e.g. photographs. Please also note that we cannot be held liable for any additional charges incurred by you if alternative accommodation is sourced without our knowledge or authorization.
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 Accommodation Providers 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. Please also note that we
are not responsible for external issues beyond the hotel's control such as local building works.
8. Liability
The Customer's contract is with the Accommodation Provider. Given that we only
act as agents for the hotel Accommodation Provider, EH can accept no liability whatsoever for any death, personal injury,
loss or damage of any kind to the Customer or to the Agent, unless caused by our own negligence. Insofar as we have any
liability to the Customer or the Agent, then proceedings in respect of any such liability shall be governed by English law
and the exclusive jurisdiction of the English Courts.
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 the country of the Principal and be subject to the law
and jurisdiction of the Courts of that country.
11. Tax Recovery Charge
The tax charge on hotel transactions is a recovery of all applicable transaction taxes (e.g. sales and use,
occupancy, room tax, excise tax, value added tax, etc.) that EH pays to the accommodation provider in connection
with your travel arrangements.
EH is not the accommodation provider collecting and remitting said tax to the applicable tax authorities. The accommodation providers bill all applicable taxes to EH and EH remits such tax directly to the accommodation provider. EH is not associated with the accommodation provider with whom we book or reserve our customer's travel arrangements.
Taxability and the appropriate tax rate vary greatly by location. EH's actual tax cost paid to the accommodation provider may vary from the tax recovery charge, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel, automobile, etc. by our customer.
12. 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 the Agent. The latest version will always be
available on the site and by using the site, you are accepting the latest version available.
13. 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.
14. 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.
15. 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.
16. 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.
|
User Guide Sections
|
- 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.
- You can also add extra users to your account by clicking "Add a user". Please note that new users can only be added through the manager's log in.
-
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.