Hotel Terms and Conditions (B2C)
These Hotel Terms and Conditions are designed for use by
hotels providing a standard range of services (i.e. accommodation, food and
drink). Key aspects of such businesses are covered including booking, fees
and payment, cancellations and rules of the establishment.
These terms of business assume that your hotel offers promotional rates
(for example, discounts for booking early and paying in advance).
Additional payment terms are incorporated to cater for such rates.
Designed with flexibility in mind, these terms of business contain a number
of optional provisions addressing matters such as charges for late
cancellations or no-shows; the provision of smoking rooms; and parking
Optional phrases / clauses are enclosed in square brackets. These should be
read carefully and selected to ensure that they are compatible with one
another. Unused options should be removed from the document. Clause
cross-references may require updating.
These terms should be used only where the hotel’s customer is a “consumer”
as defined in the Consumer Rights Act 2015 (i.e. an individual who receives
services for his/her personal use and for purposes wholly or mainly outside
the purposes of any business of that individual or another). The terms are
suitable for use where the contract is an “on premises”, “off premises” or
“distance” contract as defined in the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013. The Regulations
require you to supply certain information to customers who are consumers
before you accept their booking. The Regulations do not confer on the
customer rights to cancel his/her booking where the service to be provided
is the supply of accommodation (rather than some other type of consumer
service), but we have included a right to cancel (in Sub-clause 4.1) up to
a stated period (typically 24 or 48 hours) before the agreed check-in date
and time. However, this right to cancel will not be available if the
customer has paid some time in advance at a promotional rate (i.e. less
than the rate applicable to payment on check-out (or, if agreed, on
This template is not suitable and should not be used where the hotel's
customer is not a "consumer". For that case, we have provided in this
subfolder an alternative set of terms and conditions, the Hotel Terms and
Conditions (B2B), which should be used instead.
This document duplicates the Hotel Terms of Business (B2C) (also updated)
available in Service Agreements > Services Business Terms.
These Hotel Terms and Conditions contain the following clauses:
1. Definitions and Interpretation
2. Bookings and Reservations
3. Fees and Payment
5. Check-in and Check-out
6. Hotel Rules
7. Food and Drink
8. [Car Parking Facilities]
9. Disabled Customers
10. Limitation of Liability
12. Data Protection
13. No Waiver
15. Law and Jurisdiction
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