Terms and Conditions

1.1. To make a booking directly with us, please contact the relevant hotel property or follow the links through our Website.

1.2. Once your reservation is accepted you will be issued with a confirmation email of the relevant details (your “Booking”). This documents the binding contractual agreement between us. Please contact us immediately if you realise any information is incorrect.

1.3. If you do not receive a confirmation email within 48 hours it is your responsibility to notify us of this and seek confirmation of whether your booking has been successful.

1.4. We will try to meet any special requests you may have in relation to your Booking, however we cannot guarantee it. Our ability to deliver a special request is not a binding condition of the Booking.

1.5. Photographs and pictures of the hotels and facilities displayed on our Website or in our brochures are for general illustration purposes and there may be variations during your stay, for instance due to changes in layout or renovations. Some facilities may be replaced with alternative offerings.

1.6. You are responsible for complying with any travel or immigration requirements of the destination country of the hotel at which you are booked, and for ensuring you comply with the relevant visa, passport and other applicable entry requirements.

 

2.1. The rate applicable to your Booking will depend upon your room type, booking type, time of booking, terms of payment and other factors. You will be advised of the available rate options for selection at the time of Booking.

2.2. If payment is to be made upon arrival at or departure from the hotel, and the currency in which the Booking was made is different from the local currency applicable at the hotel, the Rate debited may differ from that indicated when the reservation was made, due to a difference in the exchange rate. Any exchange rate implications remain your responsibility.

2.3. All rates and any offers or promotions published are subject to availability at the time. You should check the current rates at the time of Booking, before confirming your Booking.

2.4. We try to make sure that the prices displayed on our Website and in our marketing material are correct and up-to-date. Should any mistakes occur we shall be entitled to correct it upon becoming aware of the same. We will not be bound by any misprints, errors or clear mistakes. The terms of our Best Price Guarantee shall also apply.

2.5. Rates displayed exclude applicable taxes and fees (such as but not limited to Service Charge, Municipality Fee, Tourism Dirham, Value Added Tax/ Sales Tax, Green Fee or similar), which shall be payable in addition.

2.6. We reserve the right, at any time, to levy or charge any additional federal or local authority, governmental or municipal fees, taxes, levies or any charges of this type that may be imposed on us or the goods and services supplied by us, and for any increases in the aforementioned charges that may be applied in the future in respect of or in connection with your Booking.

2.7. Unless stated otherwise as part of the package you have booked (e.g bed and breakfast, half-board, all-inclusive etc), additional services and other extras are not included in the rate.

2.8. Advance purchase rates must be paid in full at the time of Booking. Advance purchase rates are non-refundable and the full amount remains payable in the event of amendment or cancellation.

2.9. All reservations require a debit/ credit card guarantee at the time of Booking.

 

3.1. Payment can be made by cash, debit or credit card, at the hotel or restaurant, or through a secure online payment link. We use a third party provider to securely collect your credit or debit card details and to process your payment information.

3.2. Advance purchase rates must be paid in full at the time of Booking. In some cases a pre-payment or Booking deposit may be collected by us from the debit/credit card provided. This will be advised at the time of Booking. Any refunds will be made by the same method used to take payment.

3.3. If we do not receive payment when requested, we will not be obliged to hold or honour your Booking.

3.4. All incidentals and extras consumed during your stay (including food and beverage services, spa, health clubs, event booking, child care, equipment rental and other activities available at our hotels), must be settled with us in full prior to check-out.

 

4.1. The terms of amendment and cancellation applicable to your Booking will depend upon your booking type and will be displayed at the time of booking.

4.2. Please check all dates and details provided are correct before confirming your Booking. It may not be possible to amend or cancel some Bookings, or a fee may apply for doing so.

4.3. Bookings must be cancelled in advance within the time period advised at the time of Booking. Late cancellations shall incur a cancellation fee together with applicable costs, taxes and fees, as advised at the time of Booking. Some Bookings may be non-refundable.

4.4. If you check-out early, you will not be entitled to a refund of the cost of the unused portion of your Booking, and we will not be liable for any associated costs you may incur for an early departure.

4.5. We may cancel your reservation by written notice (including email) at any time if you fail to make payment on time or are otherwise in breach of these Booking terms. In addition we reserve all other rights and remedies available to us in connection with non-payment or breach.

4.6. In the event that circumstances beyond our control (e.g, Force Majeure events including but not limited to war or the threat of war, civil unrest, terrorist activity or the threat thereof, riot, the act of any government or other national or local authority, strike or industrial dispute, natural or other disaster, fire, adverse weather conditions, and similar events outside of our control), require us to cancel your Booking, we will notify you as soon as reasonably possible and will either offer you equivalent comparable accommodation at another hotel or refund you any payments made. We will not be responsible or liable for any costs, expenses or losses incurred by you as a result.

4.7. We recommend that you take out comprehensive travel insurance to cover your Booking and entire Booking Party for any unforeseen eventualities and cancellations, to cover you in these circumstances.

 

5.1. If you have any concerns or grievances during your stay please inform the hotel reception desk as soon as possible. The duty manager or other appropriate member of staff will endeavor to resolve any issues you report and may refer the matter to other colleagues including the hotel’s general manager.

5.2. If the matter is not resolved to your satisfaction and you wish to take it further, please send formal written notice directly to the hotel property for the attention of the general manager within 7 days of the relevant circumstances arising. It will assist us in handling the matter if you provide the Booking name, reservation number and all relevant details and supporting information. Failure to notify us of all relevant facts in a timely manner may detrimentally impact our ability to properly investigate and fully respond to you.

 

6.1. You will be held fully responsible and liable for any loss or damage caused by you or your Booking Party (including loss or damage to the hotel building and property, our officers, employees, owners, affiliates, third party suppliers, contractors and other guests).

6.2. We reserve the right at our discretion to charge you for any loss or damage caused without the need for any court order and to make deductions from any deposit paid by you. We further reserve the right to cancel your Booking or curtail your stay at any time without refund due to the behavior of your Booking Party.

6.3. We will not be liable to you for any injury, illness or death, damage or loss, cost or expense or other liability arising from your or your Booking Party’s act or omission, or the act or omission of any third party, or for any matter which is unavoidable, unforeseeable or outside of our control.

6.4. In the event that we are found liable to pay compensation or damages to you or your Booking Party for any reason, our liability is limited to the following:

6.4.1. for loss or damage to personal belongings (including jewelry, money or valuables), or claims involving illness or personal injury, a maximum amount equivalent to the excess on your travel insurance policy which we expect you to have obtained to cover this type of loss;

6.4.2. for all other claims, and in any event, a total maximum amount of US$5,000 per guest or the total value of the original Booking excluding any extras (whichever is the lesser amount) and taking into consideration any benefit which you have already received from your Booking.

6.5. It is a condition of our liability that you notify us of any claim in accordance with the Complaints and Claims procedure set out above and provide us and/or our insurers with any necessary information and all reasonable assistance in connection with your claim.

6.6. In no circumstances will we be liable for loss of profit, loss of enjoyment, delay, loss of use or consequential or other losses whatsoever.

6.7. We will not be responsible for any services or activities which do not form part of our contract with you, for instance restaurants, water sports or other activities and services operated by third parties from our hotel locations, excursions or tours that you may choose to book while you are at the hotel, and any other arrangements which are not directly provided by us.

6.8. We shall in no event be liable for any direct, indirect or consequential loss arising from or in connection with any transfers co-ordinated or arranged from a hotel, whether by plane, sea plane, boat or vehicle, which are carried out by an independent travel company or third party service provider.

6.9. If there are any hyperlinks included in the Booking confirmation linked to third party websites we do not accept responsibility for those websites or the services they may offer. Use of our Website is subject to our Website Terms and Conditions.

 

7.1. While we will try to resolve any disputes quickly and efficiently, if you are unhappy with the way we deal with any dispute, the matter can be referred to the local courts of the country where the hotel at which you have booked is located, which will ultimately exclusively deal with any dispute between us, and any other matters in relation to these Booking terms.

7.2. Your Booking and these Booking terms shall be subject to and governed by the local laws of the country where the hotel at which you have booked is located.

 

These Booking terms may be amended or supplemented by us at any time. Updated versions will be published on our Website and will apply to all Bookings with effect from the date of publication.