- Your money is protected
- Flexible holiday changes
- ABTA & ATOL protected
- Deposits from £49pp
Booking, Cancellation and Complaints Policy
WebBeds acts only as an agent in respect of all bookings it takes on behalf of Hotels. The terms which follow establish the nature of the relationship between the Hotel and the Client.
- Definitions
- Hotel means the provider of accommodation services, the principal on whose behalf WebBeds acts as agent.
- Client means the travel arranger who is party to the WebBeds Client Agreement.
- Consumer means the person in whose name any accommodation booking is made.
- Hotel’s obligation to honour reservations
- A booking is confirmed and a contract between Client and the Hotel will exist when WebBeds sends its booking confirmation on the Hotel’s behalf to the Client.
- The Hotel will honour all reservations confirmed by WebBeds. If any reservation cannot be honoured by the Hotel, the Hotel will, at its own cost:
- notify WebBeds immediately by email only;
- provide replacement accommodation within the same Property to each Client of at least an equal standard and with the same services, facilities and characteristics;
- if no suitable replacement is available within the Hotel in accordance with 2.2.2, provide replacement accommodation to each Client at a different hotel in the same locality of at least an equal standard to the Hotel. In such case, the Hotel will ensure that the replacement hotel has insurance which complies with WebBeds’ requirements (as set out in the Hotel Agency Agreement), and the Hotel shall remain bound by this agreement.
- Under no circumstances may any end customer with a Reservation be left without accommodation. In case neither the Hotel nor Webbeds is able to find a replacement accommodation and the booking is cancelled. WebBeds shall use its best efforts to support the Client’s with its effort to have the hotels accept liability and provide compensation, as appropriate, in relation to any claims by end customers of the Client arising from the provision of the hotel services. In the event that ends customer claims for compensation on-flight costs, sufficient proof of purchase and cancellation of the reservation should be provided.
- Pricing
- All Rates:
- will show items that are included in the Rate, and any incidentals such as meals, meal supplements, mini-bar, dry cleaning and laundry that are not shown as included are excluded and will be payable by Consumers prior to their departure from the Hotel;
- are per room per night and include government taxes. Unless stated otherwise on the Booking System, resort fees, city taxes or local taxes or levies are not included and will be payable by the Consumer locally, directly to the Hotel;
- will be in currency as shown on the Reservation confirmation.
- Rates may change in the event of any changes in government taxes. Any such charges will affect new and existing bookings for Consumers who have yet to stay at the Hotel or utilise the service booked.
- Prices will be confirmed at time of Reservation confirmation.
- All Rates:
- Client obligations
- It is the Client’s responsibility when making a Reservation to ensure that the correct service, hotel and room type, dates and Consumers are reserved.
- Access to the Booking System is available to the Client for making legitimate Reservations only – not for speculative, false, dummy or fraudulent Reservations. Reservations must not be made with fictitious names for the Client to hold space. If the Client does not book with the correct names WebBeds reserves the right on behalf of the Hotel to cancel the Reservation, which will be subject to the Cancellation Terms. WebBeds reserves the right to cancel a Reservation if it considers that such Reservation has been made using the Booking System in a fraudulent manner (including, without limitation, any fraudulent or unauthorised use of a credit card to make a Reservation).
- It is the responsibility of the Client to ensure a fraud prevention system or equivalent is in place to be able to able to detect and monitor for any potential fraud issue such as username or password misuse. The Client will be liable for any Reservations which are the result of fraudulent access to WebBeds systems using the Clients WebBeds Credentials. WebBeds will endeavour to detect and highlight bookings suspicious of fraud to the Client as soon as possible, in order to minimize losses.
- The Client must give WebBeds accurate information for the lead Consumer(s) staying at a Hotel as part of any Reservation.
- The Client warrants to WebBeds (on behalf of the Hotel) that the Consumers are of legal age in their country of origin or destination or will be accompanied by adult travellers.
- The Client acknowledges that neither the Hotel nor WebBeds is responsible for providing information on the laws and immigration/visa requirements of any country.
- Confirmations will be sent in writing from the Booking System. The Client must therefore provide a default email address (the Booking System only allows for one default contact address). If this is to be changed it is the Client’s responsibility to advise WebBeds immediately.
- Clients receive confirmations for all Reservations with a reference number; this must be used in all future correspondence.
- As soon as WebBeds confirms a Reservation then the Reservation has been made and WebBeds does not require a reconfirmation from the Client. It is the Client’s responsibility to cancel this Reservation with WebBeds if it is not required. If services are not cancelled the Client may incur Hotel cancellation charges as set out in this policy.
- It is the Client’s responsibility to check all details on WebBeds’ Reservation confirmations, amendments and cancellations. WebBeds needs to be informed immediately of any errors, as it cannot guarantee to be able to make corrections at a later date.
- In the event of duplicate Reservations made in error by the Client there may be charges imposed by the Hotel for all identical confirmed Reservations.
- Descriptions, errors and corrections
- Booking System performs a static upload of Reservation descriptions on a regular basis. Any incorrect information will be highlighted to the Client as soon as practicable.
- Rates are as displayed on the Booking System at the time of booking. Any alternative rates WebBeds quote will be advised in writing and are subject to availability and reconfirmation at time of reservation. Any rates which are the result of an obvious error or omission will not be honoured but the Reservation may be retained at the correct rate if requested. WebBeds will use its best efforts to retain the original rate provided however should WebBeds not be able to do so, WebBeds will inform the Client at the earliest. Both Parties will work together to find an amicable solution. If the Client suspects or becomes aware that a rate is incorrect, the Client must advise WebBeds in writing at the earliest opportunity.
- Photographs and images can be an indicative and/or generic representation of the Hotel. In the case of room types it is important that the Client is aware of the exact room type booked. WebBeds makes reasonable efforts to ensure images used are indicative of the rooms being sold and are up to date; however, WebBeds cannot guarantee their accuracy. Photos are not necessarily the specific rooms allocated to Consumers and could be of different room types than that booked, e.g. standard, superior, deluxe etc.
- WebBeds will endeavour to provide the room type(s) booked; however, there may be occasions when instead of a double-bedded room a twin may be allocated, or instead of a twin, a double-bedded room may be allocated. The Hotel guarantees that the room will be suitable for the number of Consumers reserved. Specially adapted room facilities are subject to availability and should always be on request.
- All ratings are as provided by the Hotel. These are intended to give a guide to the services and facilities the Client should expect from the accommodation. Standards and ratings may vary between countries and regions. The Hotel guarantees to the Client that the rating provided on its listing is correct according to the standards applicable in its location.
- Special requests
- WebBeds will pass on special requests to the relevant Hotel; however, these are not guaranteed and do not make up any part of the Reservation.
- Consumer terms
The Client acknowledges that:
- Accommodation and services provided are only for the use of Consumer(s) shown on the reservation confirmation. It is prohibited for Consumers to sub-let, share or transfer any part of the Reservation to a third party other than that shown on the booking status advice.
- Consumers not able to submit a valid voucher may be required to pay the relevant retail price locally. It is the Consumer’s responsibility to ensure that they are in possession of the voucher, and no liability is accepted by the Hotel or WebBeds for their failure to do so.
- Hotel child policies
- Individual Hotel child policies and prices are provided by the Booking System (and may vary by Hotel).
- Children must be booked with at least one accompanying adult, and unaccompanied minors travelling by themselves may not be permitted. As age limits differ by hotels and countries, it is the responsibility of the client to check if any age restrictions apply.
- Amendment/cancellation by the Client (including no-shows and early checkouts)
- Reservations from different Hotels or of different lengths or at different dates may attract different cancellation and/or amendment policies. The Client must check any relevant cancellation or amendment policy provided at the time of making the Reservation. The following terms apply unless the Hotel has specified different terms in the Reservation Confirmation.
- For the purpose of this section, an amendment is either an extension or a reduction of the number of nights where the arrival date remains the same, or a change of name under a Reservation. Only these will be undertaken by WebBeds’ Reservations department.
- A request for a change of room type or an additional room required for an existing Reservation may be treated as a new Reservation. This is subject to the latest pricing and availability in the normal way. The Client must book or request this online as required.
- Amendments will not always be possible. In particular, a reduction of the number of nights may not always be possible due to a minimum stay policy applicable to the Hotel or booking period. Amendments made within the cancellation deadline may still attract charges.
- No cancellation or amendment is possible in respect of any Rate which is stated to be non-refundable (namely, a Reservation offered at a special rate on a non-refundable basis including any Super deal). Any Non-Refundable or Super deal will be labelled as such in the Booking System.
- Cancellations must be made via the Booking System. Amendments and cancellations which are made by the Client or the Consumer outside the Booking System or in writing to WebBeds will not be recognised by WebBeds for pricing and payment purposes and the Client will remain liable for the cost of the Reservation.
- Written notification of any cancellation or amendment effected through WebBeds will be sent to the Client and Hotel. If the Client does not receive this notification within 24 hours (Business Days) the Client should check that WebBeds has received the Client’s cancellation request. Without WebBeds’ confirmation the Client cannot consider any Reservation (or any part of it) as cancelled or amended and the original costs of the Reservation will therefore apply.
- The Consumer’s room will be held by the Hotel for 24 hours from the normal check in time for the Hotel, after which it will be entitled to offer the room to third parties. Arrivals after this time will be subject to availability. Where the Client is a ‘no-show’ and chargeable as a cancellation as per Hotel policies included in the Reservation confirmation.
- In the event of a ‘no-show’ (which has been notified by the Hotel to WebBeds within 48 hours of the start of such Reservation), the Client is liable to pay to WebBeds (and WebBeds is entitled to invoice the Client in accordance with the WebBeds Client Agreement, and account to the Hotel for such amount as principal):
- an amount equal to the equivalent of one night’s rate of that Hotel; or
- such greater amount as specified by the policies of the Hotel provided at booking (up to 100% of the cost of the booking).
- Complaints
- WebBeds does not accept any liability for complaints, but agrees to provide assistance to Clients to resolve matters with the Hotel it represents.
- If the Consumer has a problem whilst at the hotel, this must be reported to the Hotel or the Client immediately. If they fail to follow this procedure there will be less opportunity for the Hotel to investigate and rectify the complaint. If the Consumer has done this and not received a satisfactory resolution to the problem, the Client should contact WebBeds and promptly forward such complaint to WebBeds. WebBeds shall use its best efforts to resolve any Consumer complaints received from the Client with relevant Hotels within a reasonable time after the end of the Consumer’s stay at a Hotel.
- Once the Consumer has returned home from their trip, any complaints must be sent by the Client. Since WebBeds cannot acknowledge the receipt of all complaints, the Client must check with WebBeds to confirm its complaint has been received.
- The Client must ensure that the Consumer provides evidence to back up any complaint, in the form of documents or photographs to assist the parties in resolving the matter.
- Following receipt of the complaint or claim from the Client arising out of and/or in relation to and/or in connection with the accommodation, services or facilities of the Hotel, WebBeds will notify the Hotel of such claim or complaint and may (at its discretion) facilitate the resolution of the complaint.
- Failure to comply with these complaint procedures may affect the Consumer’s right to compensation from the Hotel.
- The Consumer will be responsible for all charges in the event of a voluntary change of hotel for which WebBeds has not given its written approval on behalf of the Hotel.
- The Hotel will investigate the matter and will provide a full response to any complaint to WebBeds within 14 working days of receipt of the complaint.