TERMS & CONDITIONS

Hotelspro.com website is owned and operated by HotelsPro DMCC (doing business as "HotelsPro").

DEFINITIONS

“Us” or “Our” or “We” refers to HotelsPro

“Member” or “Agent” refers to the users of Hotelspro.com website whether under the “Database Access Agreement” or not.

“You” or “Your” refers to HotelsPro Member or Agent who is authorized to use and have access to HotelsPro products and services through Hotelspro.com website.

“Customer” or “Client” or “Passanger” refers to the end-user of HotelsPro products and services who is a customer of Member or Agent.

“Chargeback” refers to any disputed credit or debit card sale that is returned to the acquirer bank for reimbursement of the cardholders account. Chargebacks can be procedural (issuer-initiated chargebacks) or substantive (cardholder-initiated chargebacks).

“Product” or “Travel Inventory” or “Services” refers to hotel accommodations and other travel related products and services.

CHANGE IN OUR TERMS AND CONDITIONS

Hotelspro reserves the right to change and modify these terms and conditions at any time without notice. Changes will be effective as soon as they are published on the HotelsPro website.


RESERVATIONS

All bookings/reservations must be made online. When a Member/Agent of the HotelsPro has completed the booking online, it is the Member/Agent’s responsibility to check and make sure all the reservation details (such as hotel address, hotel info, city and country details) on the pre-paid accommodation voucher are correct. Once the reservations/requests are confirmed, HotelsPro’s cancellation, amendment, no-show policy is stated in the cancellation policy before booking or at the booking confirmation. Payment and refund/discount policies will be applicable to the Members/Agents who signed Database Access Agreement with HotelsPro.

No amendments of any kinds (date changes, name changes, flight number change, vehicle type change) are accepted. No changes are permitted on Transfers. It is mandatory to enter valid and accurate flight details at the time of booking since, it is not possible to amend.


GROUPS

A booking is considered to be a “group booking” when there will be ten (10) or more pax travelling. HotelsPro reserves the right to cancel any FIT booking made for a group or, if determines, at its sole discretion, that the booking was/has been made for the purpose of holding space for a future sale. Member/Agent must submit its group request using the HotelsPro group page.


NAMES OF PERSONS TRAVELLING

It is important that the person making the booking must enter the correct names of all persons travelling. If TBA or another abbreviation has been entered as the guest's name, the hotel may reject the booking. The names of all persons travelling must be entered and the first name should be followed by the Family name.


E-MAIL ACCOUNTS

It is the responsibility of all Hotelspro Members to ensure they have entered a correct e-mail address. If Our e-mail has been sent to Your Junk or Bulk mail folder, You can prevent this from happening again by opening Our e-mail and clicking on the 'not spam' or 'this is not spam' button.


ROOM TYPES

It is the responsibility of the HotelsPro Member making the booking to ensure that the room type booked will be suitable for the party traveling. If more persons turn up at the hotel than the room can accommodate, the hotel are within their rights not to accept the booking and in this case no refund will be made.

While HotelsPro undertake to ensure that Your clients’ requested room type and smoking preference is available, HotelsPro cannot guarantee the actual bedding make-up of the room. These requests are sent to hotels and are subject to availability.

HotelsPro will try that the hotel provides the room type(s) booked however, there may be occasions when instead of a double-bedded room a twin may be allocated or a double -bedded room instead of a twin. Please be aware that the majority of European hotels provide two (2) single beds pushed together to make a Double bed. While all room type preferences are forwarded to the hotel, room allocation is done by the hotel and subject to availability at the time of check in.

Please check our FAQ for room type descriptions.


SPECIAL REQUESTS

Specific room types, smoking preferences and bedding types for double/twin rooms cannot be guaranteed and are subject to availability at the time of check in. It is always guaranteed that the room provided by the hotel will accommodate the number of Customer(s) booked.


LATE CHECK-IN

If a Customer is expected to arrive after 21:00 hours, please contact the hotel and inform them of Customer’s arrival time. Some hotels have limited reception services after 21:00 hours. Failing to inform the hotel of a late arrival can result in the space being released.


EARLY CHECKOUT

Early checkout related refund demands should be accompanied with hotel issued early checkout permission. However, the early checkout permission itself does not guarantee any refund, and the refund may be claimed only, if and when, our partner/hotel does not invoice HotelsPro.


HOTEL CATEGORIES/ LOCAL CLASSIFICATION AND STAR (*) RATINGS

Star ratings aim to give a general overview of the quality of the hotel and approximate level of facilities, services and amenities available. However, this rating system does vary from country to country. For example a 5* Bangkok hotel will not be the same as a 5* London hotel. HotelsPro are not responsible for the hotel categories and star (*) ratings as these have been provided to us and accepted in good faith.


PAYMENT AND RATES

Currency exchange rates generally change on daily basis depending on the fluctuations in the market. HotelsPro reserves the right to update room rates displayed on the website depending on any market fluctuations.

Any changes relating to currency exchange rate fluctuations will not affect the rates of an already confirmed booking. Likewise, once a booking has been booked and confirmed at the rates You have accepted, there is no refund for any difference in rates due to exchange rate fluctuations.

All rates are valid for the leisure market only. HotelsPro will not accept responsibility for any booking, if it becomes known that a Client is not travelling for leisure purposes. Hotels may refuse to honour Our contract rate and charge “rack rate” to the Clients directly.

Rates include applicable hotel taxes. Tourist/local/city taxes, which generally include the use of local services may not be included. If city tax needs to be paid at the hotel, this info might be shown in “Remarks” and on the voucher.


CHARGEBACK & FRAUD

Member/Agent is financially responsible for payment for Travel Inventory that is the subject of chargebacks, frauds and/or other refunds.

Without prejudice to the right of the Member/Agent to appeal a reported Chargeback with the acquiring bank, Agent explicitly agrees to accept any such reported reversed payment, penalties and/or other fees and expenses reported by HotelsPro and/or its affiliated acquiring entity, provided that HotelsPro notifies the Agent of any such chargeback, penalty or other fee or expense. For the avoidance of doubt,HotelsPro has no liability whatsoever and will not refund any payment to your credit card, debit card or your account.

Upon notification of a Chargeback, Agent may initiate a challenge to the Chargeback by forwarding all transaction information to HotelsPro within permitted time period by e-mail (e.g. signed order form to provide proof of the cardholder’s authorization of the transactions or acceptance of goods). Upon receipt, HotelsPro will forward this information to the acquiring bank. Chargeback case will be finalized regarding to the International Card Regulations (Visa, Mastercard, Amex etc) between Issuer Bank and Acquirer Bank which, will make the final decision of the case.

In order to protect HotelsPro against any form of fraud, unauthorized use of the Services or prohibited activities, including, but not limited to misuse of a Agency Account ID, HotelsPro will have the right to immediately modify and/or suspend some or all of the provision of Services to Agent by written notice. HotelsPro shall use this right of modification and/or suspension of the Services in good faith, with restraint, and when any one or more of the following occurs:

-Number of Chargebacks effecting the reputation of HotelsPro;

-HotelsPro reasonably suspects or has evidence that fraud is or may be occurring;

-HotelsPro reasonably determines that the Agent is willfully dishonest, fraudulent and/or engages in misconduct with respect to its business or affairs;

-The risk profile of Agent and/or its transactions change significantly;

-An acquirer, card association, payment method supplier, governmental or supervisory authority requires or advises HotelsPro to modify, suspend or terminate the Services;

A law, rule, banking regulation including, but not limited to, currency restriction from local and/or central banks mandates modification, suspension or termination of the Services.


IMPORTANT

Our company name will appear as Hotelspro on Your card statement. If a HotelsPro Member has used its clients credit card to make the hotel booking then, it is the responsibility of the Hotelspro Member to inform its Customer of this important information in order to avoid any misunderstandings.

Hotelspro reserves the right to correct any pricing or displayed errors and/or omissions. This includes errors and/or omissions, which have been entered by a hotelier or local agent. In the event of a price error and/or omission, We will offer You the choice of either keeping the booking at the correct rates, cancelling the booking or subject to availability We will offer You a suitable alternate hotel.


LOCAL MARKET RATES

Not all of the hotel rates displayed on the HotelsPro website are applicable for the local market. In addition, some other markets may be affected and in such cases the hotel is within their rights to change the rates without prior notice.

You agree that Passenger nationality declaration is mandatory and must be determined by selecting “Client Nationality” at the time of booking. This information must be in accordance with the Passenger passport. False declaration of Passenger nationality may cause consequences for which We cannot be held liable. If You do not change Client Nationality, Agent’s nationality will be taken as Passenger nationality by default. In case, any financial damage occurs due to false nationality declaration, it will be covered by the Agent towards Your customers or to Us in full.


RESORT AND INTERNATIONAL TRANSACTION FEES

The majority of credit card providers charge some sort of an international transaction fee. This fee is passed on by certain credit card providers because, the charge for Your booking has been processed outside of the country that You reside in. Please note that the charge has not been passed on by HotelsPro and that HotelsPro cannot be held responsible for any international transaction charges passed on by your or your clients credit card issuer.

Some hotels, particularly in the U.S. do charge a “resort fee” which must be paid to the hotel directly. This is typically in the range of $10.00 to $20.00 per room and per night. Hotelspro is not responsible for resort fee charges and has no control over their implementation.


ADDITIONAL & INCIDENTIAL CHARGES

Hotels may impose additional or incidential charges to the Customers such as; air conditioning, safe, mini fridge, rental television, remote control, etc. upon which HotelsPro has no control over or accepts any responsibility. Any such charges must be paid directly to the hotel.

Likewise, HotelsPro has no control over any fees that a hotel may pass on for luggage storage, sauna, spa, swimming pool use, car parking fees, etc.

During the festive season such as; Christmas and the New Year, some hotels impose a compulsory Gala and guests must pay any supplement for the Gala dinner. We are not always informed about Gala dinner supplements and HotelsPro cannot be held responsible for any such Gala supplements passed on by the hotel.


CANCELLATIONS & AMENDMENTS

We prefer that all cancellations and amendments are made on the HotelsPro website. Alternatively you can contact the Hotelspro Reservation Team via e-mail or fax before the cancellation deadline for that specific booking/hotel. We do not accept cancellations or amendments over the telephone.

HotelsPro will not be bound by or accept responsibility for any changes and cancellations made directly with the hotel.

All request for cancellations that are not made in proper time frame are subject to cancellation fee determined by HotelsPro.

It is important to note that only one amendment per booking will be accepted. If You require further amendments, please cancel and re-book with new details. When You re-book, new rates may be applicable.

During special event periods, certain dates and early bird type bookings, hotels may pass on a different cancellation policcies of which You will be informed as soon as HotelsPro isnotified.

In certain cases, name changes are not permitted and the bookings may need to be cancelled and re-booked. In this case new rates may apply.

Any booking which offers free nights or early booking savings are liable to certain restrictions, which we will inform You about as soon as HotelsPro is notified. Generally these restrictions are; no name changes and no extension or reduction of nights e.g., You have booked a stay that includes 1 free night and Your Customer decides to cancel then, the free night will not be refunded because this was free.

The nightly room rates might increase after a confirmed amendment, even if You decrease the number of nights. This might be either due to changes in currency exchange rates or promotions on the original booking date.

If amendments are permitted, the following Amendment conditions may apply: Changes to arrival/departure date, room type or name change or where special offers were applied at the time of the booking may result in the re-pricing of that item, Product or Service.


SPECIAL EVENTS PERIOD

During Special Event Periods, Providers and Hotels may pass on a different cancellation policies of which Client will be informed as soon as HotelsPro is notified. Also, Provider(s) may not honor HotelsPro’s usual reduced rates, which means that the price Customer pays may be higher than the hotel’s published rate. This can happen at any time when availability is scarce. During special event periods, certain dates and early bird type bookings, hotels and providers may pass on a different cancellation policies of which You will be informed as soon as HotelsPro is notified.


PROOF OF ID

When a booking has been made by a 3rd party Hotelspro reserves the right to request proof of ID from the credit cardholder as well as a signed authorisation form to protect Your HotelsPro account.

This security measure is not to cause any inconvenience but, intended to protect the credit card holder against any credit card misuse.


RELOCATION OF YOUR CLIENTS

If the original hotel booked is closed, over booked, has maintenance problems and/or cannot provide the room(s) booked, You accept that the hotelier or Provider is responsible for finding You alternate accommodation of a similar standard. Where we have prior notice HotelsPro will contact You by e-mail.

In case of any relocation, HotelsPro is responsible only to offer one alternate hotel. More than one alternate hotel will be optional. HotelsPro constantly tries to find hotels in the desired area but, this situation can change according to the the city and season (big events, conferences, festivals can effect the outcome) .

HotelsPro accepts no liability for any losses or costs that might occur as a result of re-location as this is completely beyond Our control.



ON REQUEST RESERVATIONS

The hotels with “Request” button and bookings with On Request Processing status means that the hotel does not have any available allotment however, HotelsPro will contact the hotel to request extra space. In rare occasions, the availability at the hotel might change until the time You complete Your booking and the final status might turn to “On Request” or “Request” Processing. In these cases, do not attempt to book the same hotel again. You will be informed within 48 hours, if Your booking has been confirmed or rejected. If the hotel could be confirmed at a different rate, You will be advised. The confirmation may not be guaranteed and hotels have the right to reject “On Request” bookings. If Your accommodation request is urgent, it is suggested that You select a hotel with “instant confirmation.” Depending upon when a new search is made on HotelsPro system, You may see the same hotel appearing again. This is because space may have become available although at different rates from when the initial request was made.


HOTEL INFORMATION AND FACILITIES

While Hotelspro strives to present hotel information on its website as accurately as possible, We are not responsible for the accuracy of this information or for any facilities that may or may not be available at the hotel during Your Client's stay or not suited to Your client's individual tastes and preferences for these information are provided by hoteliers or third-parties.

Redecoration, renovations and maintenance are necessary to the upkeep of the hotel and may take place without prior warning however, the hotelier will endeavour to keep inconvenience to a minimum. The effects of normal wear and tear can be expected in a hotel and these are beyond Our control. Hotelspro cannot accept responsibility for any disturbance or inconvenience to Your client for reasons beyond the hotelier’s control or for accidents or losses in which may have caused by hotel management or staff.

Hotel and guest room photographs are provided to give a general overview of the hotel. Guest room photographs may be of a different category than the one You book and not identical to the room Your Client(s) is/are allocated at the hotel.

All of the hotels on the Hotelspro.com website require one of the guests to be at least 18 years old. In some States of the United States there are higher age limits. If You have booked a hotel in the Unites States and the travellers are under 25 years of age please contact the hotel directly for clarification.


MAP INFORMATION

Maps are provided for information purposes only. While Hotelspro.com strives to present hotel and map information as accurately as possible, We do not accept any responsibility for the accuracy of this information or for any errors and/or omissions. We suggest thatYou contact the hotel directly to obtain the most current and complete location information and directions.


COMPLAINTS

Any complaint which cannot be resolved at the hotel must be notified to Us by logging into your HotelsPro system and selecting the message category 'Complaint'. All complaints must be notified to Us within 20 days of the check out date.

A copy of the complaint must be also be submitted to and signed by the hotel manager. Complaints relating to hotel services will be forwarded by HotelsPro to the relevant party.

Response times do vary from between 5-20 working days depending upon the nature of the query in question.


VISA SUPPORT

Hotelspro will not be obliged to request any visa documents from the hotel for any bookings which have not been paid for in full.

Hotelspro will request these visa documents from the hotel upon Your acceptance of a 30 Euro (thirty Euros) charge in the event that You cancel the booking.

Hotelspro will do the best to accomodate Your request but it is not guaranteed that the hotel will respond to Your visa document request.

Hotelspro has no control over any charges that a hotel may implement for visa support documents.

In the event that a hotel implements charges for visa support documents, Hotelspro requires that the Agent will make the relevant payment directly to the hotel.


PROMOTIONS AND PROMOTIONAL RATES

Promotions are offered in good faith only. Some promotions are more popular than others in which case the rooms featured will be sold out much quicker. Hotelspro reserves the right to modify or change any promotion or offer at any time without notice. Please make a search for Your requested dates for the most current rates.


GENERAL

Telephone calls to Hotelspro may be recorded to enable us to monitor and improve our services.

Please contact us at info@HotelsPro.com if You do not want to receive any promotional e-mails,newsletters or special deals.

Hotelspro shall not be liable for any failure in service relating from uncontrollable circumstances such as flood, earthquake, riot, terrorist acts, acts of governments or authority change in a country, bad weather conditions, etc.

The climate differences and energy saving rules of different countries might affect the heating systems at the hotel which is located at that particular area and/or country e.g.,. the heating system in Italy can only be operated between Nov 15 and March 15 due to government regulations. Opening and closing dates of the swimming pools also might be affected by the climate and weather conditions. Hotelspro is not liable for the practices of hotels regarding to these issues.


TRANSFERS

"Tours & Transfers" and "Activities" sections has their own terms and conditions, therefore, for any service booked through the aforesaid tabs, corresponding terms will apply.

For the transfers at booking the below general terms will be applied:

Each transfer service listed has its own release period as displayed on the calendar.

Once the transfer booking is completed, a voucher with the reference number will be provided. The voucher must be printed and presented as proof of reservation/booking. The voucher will show all the information necessary to reach the boarding point and will also show a contact telephone number for checking the booking and informing about contingencies.

The destination and pick-up addresses on the voucher are the addresses where the Passenger will be delivered and picked up.

HotelsPro will not assume any responsibility in omissions and typo errors, which may result in any interruption of the service.

In case the booking is made for a round trip transfer, 2 (two) separate vouchers must be printed and presented to the driver /guide /transfer assistant on the corresponding service dates.

Hotelspro advises the Passenger/Customer to request transfer service confirmation 24 hours before service time. Transfers are not guaranteed, if no confirmation is requested or confirmation is not available.

No amendments of any kinds (date changes, name changes, flight number change, vehicle type change) are accepted. No changes are permitted on Transfers. It is mandatory to enter valid and accurate flight details at the time of booking since, it is not possible to amend.

No reimbursement to the final consumer shall be made in the event of a 'no-show' without prior consultation with and express authorization from Hotelspro, who shall inform You of charges payable which, may vary up to 100% of the amount of the reservation. Information for the Booking of the transfer service is provided by You.

LIMITATION OF LIABILITIES

HotelsPro shall not be liable to You for;-any and all indirect or consequential losses which may be incurred by You. This shall include but not limited to; (i) any loss of profit (whether incurred directly or indirectly); (ii) any loss of goodwill or business reputation; (iii) any loss of opportunity; (iv) any act(s) and/or omission(s) of the Client(s) affected or any Member(s) of their party; (v) any act(s) and/or omission(s) of a third party not connected with the Services and which were unforeseeable or unavoidable; (vi) any circumstances beyond HotelsPro’s control such includes, but are not limited to, acts of nature, labour disputes or any other irregularity beyond HotelsPro’s control. HotelsPro disclaims responsibility for any loss, damage, accidents, sickness or changes in schedules resulting from causes beyond its control.

CONTROLLING LAW AND JURISDICTION

These Terms and any action related thereto will be governed by the laws of United Kingdom. All claims, legal proceedings or litigation arising in connection with the Product, Travel Inventory, Services will be brought to courts located in London, and you consent to the jurisdiction of and venue in such courts and waive any objection as to inconvenient forum. You agree to submit to the exclusive jurisdiction of the courts of London, United Kingdom to resolve any legal matter arising from the Terms. Notwithstanding this, You agree that HotelsPro shall still be allowed to apply for injunctive remedies (or other equivalent types of urgent legal remedy) in any jurisdiction. The prevailing party shall have the right to collect from the other party its legal fees, expenses and costs and necessary disbursements and attorneys' fees incurred in enforcing this terms and conditions.

ENTIRE AGREEMENT

If any provision of these terms and conditions is or becomes invalid, unenforceable or non-binding, You shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and You will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these terms and conditions


IMPORTANT - When You complete the booking online, You must check and make sure all the details on the pre-paid accommodation voucher (such as hotel address, hotel info, city and country details) are correct.

Use of the HotelsPro.com website is subject to Your acceptance of Our terms and conditions. If You do not accept these Terms and Conditions, You must refrain from using the website.


ACCEPTANCE & ACKNOWLEDGEMENT - If you do not fully understand or do not accept these terms & conditions, please do not “Accept” but, contact Us for clarification.