Terms and Conditions                     

This is the user agreement which governs your use of this website and the purchase by you of the services and products we provide. This website is owned and operated by The Hotel & Conference Company Limited ("The Hotel & Conference Company", "we", "us") however not all of the products or services we provide are supplied by us, therefore the contract for the product and/or service will be between you and that third party.

General Section - please note that this section relates generally to your use of the website and to all products purchased.

 

Please take time to read these terms and conditions it is important for both of us that you understand our contractual relationship relating to your use of the website. We will not allow you to request any products or services from the website unless you have confirmed that you have read these terms.

Our website operates to an agency model. This means that we act as a disclosed agent for third party suppliers, such as a hotel or venue. What this means is that the contract for the product is between you and the supplier. In most cases this will mean that there are additional terms and conditions governing the contract as each supplier will have terms and conditions relating to that product. Please make sure that you have read these terms and conditions before completing your transaction with us. You can easily request them from our Customer Relations Department by using one of the methods detailed at the end of these terms. Where we act as agent this will mean that we have no contractual liability to you in respect of that product. However, we may still be liable to you if we have been negligent, we have misrepresented important information or have been in breach of any other relevant law. On the other hand, for some products, we act as principal. This means that the contract for the product is between you and us. Don't worry we will let you know where we act as principal and where we act as agent.

All products sold through The Hotel & Conference Company are not an offer by The Hotel & Conference Company to sell any product, but an invitation to you to make an offer to our suppliers. We are free to accept that offer on behalf of those suppliers or to reject it. In some cases, we may send you an email acknowledging receipt of your order. Once we have processed your order, we will send you an e-mail confirming the contract.

Because the contract for the product or service is between you and the supplier any queries or concerns relating to the product or service should be addressed to them. You will see the name and address, plus contact details, for most suppliers on your confirmation for each product or service and for all suppliers in any confirmatory e-mail we send you. We will of course assist you with this if you wish - please contact Customer Services.

Where your contract is not with The Hotel & Conference Company but with a third party supplier such as a venue or hotel, The Hotel & Conference Company may pass your credit card (or details of any other payment method allowed) and any other essential booking details to that third party. The placing of an order for any goods and services by you will constitute consent to us passing on such details.

You undertake to us that the details you give to us are correct in particular that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the product or service.

If there are any changes to the details supplied to us by you it is your responsibility to inform The Hotel & Conference Company by contacting us as soon as possible.

We won't send you e-mails which you do not want but we can't guarantee that third parties to whom your details are sent won't do so.

Our system will not stop you from making impossible bookings such as two stays to the same hotel at the same time. If you make that kind of booking we won't give you a refund.

We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However because of the sophisticated technology that is required in operating the website there may be times when obvious errors occur. For example, very occasionally, this may result in a price, product or service or other detail displayed or presented on the website being incorrect. In this case we reserve the right to cancel that contract, but this of course will be without any liability to you.

The Hotel & Conference Company does not make any warranty that the website is free from infection by viruses or anything else that has contaminating or destructive properties.

Credit card companies charge us a fee when you pay with their cards and therefore a credit card fee is applied to some travel bookings made with Visa, MasterCard or American Express credit cards. Currently, credit card fees are charged on hotel/venue packages and hotel/venue bookings.

You agree you have read all other important terms/conditions associated with any product or services that you are purchasing via our website.

Specific Terms - Please note these terms only relate to the purchase of the specific products to which they relate. Please note if there is a conflict or ambiguity between these Special Terms and the General Terms the Special Terms shall prevail:

Terms and Conditions relating to:

 

A Data Protection and Privacy

B Hotels

C Conference, Meetings & Events

D Other Miscellaneous Section>

 

 

 

 

 

A. Privacy Statement

 

Privacy Statement

The Hotel & Conference Company collects and uses your personal data.

 

Information about you is collected and may be used in the following ways:

 

Reservations

We use your personal data to make and manage your online reservations. We may also offer you other travel related products and services from third parties via our online services.

 

Customer Service

Sharing your details with our staff on the reservations desk helps us to find appropriate accommodation for you and enables us to respond to any questions you have about your booking.

 

User Accounts

Our users can create an account on our websites. We use the information you give us to manage this account. You can manage your bookings, take advantage of special offers, make future reservations easily and manage your personal settings. Managing personal settings allows you to see previously searched accommodation and to check other travel-related information you have provided.

 

Marketing

We use your contact information to send you details of accommodation, venue finding and travel related products and services when you make a reservation with us or set up a user account. You can unsubscribe from our marketing communication at any time by clicking on the unsubscribe link included in each newsletter.

There may be other times when we communicate with you, including by email, by post, by phone or by texting you. The contact method we choose depends on the contact information you’ve previously shared with us.

We process the communication you send to us. There may be several reasons for this including responding to and managing any requests you, or the accommodation you have booked, have made. We also offer guests and accommodation partners various means to exchange information and requests regarding bookings made directly with us.

We may send you an email reminder to continue with an uncompleted online reservation. We believe that this additional service benefits you as it allows you to carry on with a reservation without having to search for accommodation or fill in your reservation details again.

When you use our services, we may send you in a survey or invite you to provide a review about the services we provide and your experience using them.

You may need to know how to contact us for assistance whilst you are away, so we may send you information with our contact details. We may also send you reminders for upcoming reservations you made through us.

We may need to send you other administrative messages and security alerts, you may receive these even when you do not have a booking.

 

Market Research

Sometimes we ask our customers to take part in market research surveys. Any additional personal information you provide will be used only with your consent.

 

Fraud & Illegal Activities

We may use personal data for the detection and prevention of fraud and other illegal or unwanted activities. Similarly, we may use personal data for risk assessment and security purposes, including the authentication of users and reservations. For such purposes, we may have to put certain reservations on hold.

 

Improving Our Services

We also use personal data for analytical purposes to improve our services and enhance the user experience, it can also be used for testing purposes, troubleshooting and to improve the functionality and quality of our travel services.

 

Telephone Calls

When you make calls to our reservations team, our reservations staff may ask for authentication to ensure that your reservation details are kept confidential. During calls with our reservations staff, live listening may be done for training purposes.

 

Legal Obligations

We may need to use your information to handle and resolve legal disputes, for regulatory investigations and compliance, or to enforce the terms of use of our reservation service as reasonably expected.

 

Information Storage

Customer information that we store within our systems is held indefinitely. In addition, we store payment information relating to any financial transactions which have taken place, however we do not store full card details for any online users (we capture for instance the last 4 digits of the card number). Without this data we would be unable to access the order history (which we reasonably need to operate our business).

 
Security of your Personal Information

The Hotel & Conference Company secures your personal information from unauthorized access, use or disclosure. The Hotel & Conference Company secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Web sites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.

 

We rely on the following legal bases to process your information as described above:

Contract

To perform the contract that you have with us, the use of your information may be necessary. For example, if you use our services to make a reservation, we will use your information to carry out our obligation to complete and achieve that reservation under the contract that we have with you.

 

Legitimate interests

We may use your information for our legitimate interests, such as to provide you with the best suitable content of the website, emails and newsletters, to improve and promote our products and services and the content on our website, and for administrative, fraud detection and legal purposes.

 

Consent

We may rely on your consent to use your personal information for certain direct marketing purposes. You may withdraw your consent at any time by contacting us at the address at the end of this Privacy Statement.

 

 

Changes to this Statement

The Hotel & Conference Company will occasionally update this Statement of Privacy to reflect company and customer feedback. The Hotel & Conference Company encourages you to periodically review this Statement to be informed of how The Hotel & Conference Company is protecting your information. We will notify you of any material changes by displaying the revised Privacy Policy on our website.

 

Contact Information

The Hotel & Conference Company welcomes your comments regarding this Statement of Privacy. If you believe that The Hotel & Conference Company has not adhered to this Statement, please contact The Hotel & Conference Company. We will use commercially reasonable efforts to promptly determine and remedy the problem.

 

If you think there is a problem with the way we are handling your data, you have a right to complain to the ICO.

 

B. Hotels

 

Please note: Photo identification of the person whose name is on the booking may be requested when checking in.

 

Hotel Cancellations / Amendments

In the event that you would like to cancel or amend your hotel booking, the cancellation policy will be available on your confirmation email or as stated at the time of booking.

If the cancellation policy is not displayed within your confirmation email and you wish to cancel your reservation, it is your responsibility to notify The Hotel & Conference Company verbally and/or in writing at least 14 days prior to the expected check in date.

Most hotels may have a penalty or cancellation fee for any changes or cancellations to reservations. This can be calculated from the date of amendment / cancellation to the date of arrival, alternatively one set fee. We will advise you if you decide to proceed with the changes.

If you send us your cancellation in writing, cancellation is not immediate, The Hotel & Conference Company will respond to you within 4 hours of receipt of your email if received within office hours. Please note that individual hotel cancellation policies can vary. Please take this 4 hour turnaround time into consideration when putting your cancellation in writing.

 

2. All hotel discounts advertised are based on the discounts from the full "rack rate" including VAT and are correct at the time the offers are first advertised. However, please note that some hotels in other countries may also charge local or other taxes, which may not be included in the offer.

 

3. "Rack rate" is the rate published by a hotel which is the maximum it will charge for any room.

 

4. If you wish to cancel your hotel room, please contact us verbally and/or in writing.

 

5. Prices stated are on per room, per night basis and include VAT unless otherwise stated.

 

6. Please be aware that the hotel room photos are only a depiction of the type of rooms on offer and may not represent the actual room described.

 

7. Unless otherwise stated, breakfast, lunch and dinner are not included.

 

8. Star ratings may differ according to the country where the hotel is located and are out of the control of The Hotel & Conference Company. Please note that all ratings advised are The Hotel & Conference Company ratings and not official ratings. Therefore, The Hotel & Conference Company cannot be held responsible for any misconceptions relating to star ratings.

 

9. Please note foreign hotel room advertisements displayed via The Hotel & Conference Company may have room rates identified in both GBP sterling as well as the local currency, or any other currency as requested by the specific hotel supplier. Unless stated otherwise, at the time of final payment, the room rate you will be charged by the hotel shall be as expressed in the local currency (or in any other currency as determined by the hotel) and not in GBP sterling. Please be aware any subsequent conversion of the local currency to GBP sterling by the hotel on your behalf may differ from the GBP sterling room rate advertised via The Hotel & Conference Company.

 

10. Whilst every effort has been made to ensure accuracy and availability, some errors might still occur. Once aware of such incidents we will make all reasonable effort to advise you within 48 business hours of the booking being made. We reserve the right to cancel the reservation and refund all monies paid, but this of course will be without any liability to you.

 

11. In the unlikely event of the supplier cancelling or amending your reservation after the booking has been made, we will make all reasonable effort to advise you as soon as possible. Should the supplier be unable to fulfil your hotel reservation, you will have the choice of accepting an offered alternative or cancelling your reservation with a full refund of all monies paid. In cases where the supplier is unable to provide an alternative, we reserve the right to cancel your reservation with a full refund.

 

 

 

C. Conference, Meetings & Events

 

Conference, Meetings & Events Cancellations / Amendments

In the event that you would like to cancel or amend your booking, the cancellation policy will be available on your Venue Terms & Conditions, confirmation email or as stated at the time of booking.

If the cancellation policy is not displayed within your confirmation email and you wish to cancel your reservation, it is your responsibility to notify The Hotel & Conference Company verbally and/or in writing at least 1 month prior to the expected event date.

The Hotel & Conference Company applies an administration fee of 5% per booking for any modifications, changes or cancellations to event bookings. This will be regardless of the price of your booking. Any booking fees or credit card charges are non-refundable.

In addition to The Hotel & Conference Company charges, most venues may also have a penalty or cancellation fee for any changes or cancellations to reservations. This can be calculated from the date of amendment / cancellation to the date of arrival, alternatively one set fee. We will advise you if you decide to proceed with the changes.

If you send us your cancellation in writing, cancellation is not immediate, The Hotel & Conference Company will respond to you within 4 hours of receipt of your email if received within office hours. Please note that individual venue cancellation policies can vary. Please take this 4 hour turnaround time into consideration when putting your cancellation in writing.

 

2. All rate discounts advertised are based on the discounts from the full "rack rate" including VAT and are correct at the time the offers are first advertised. However, please note that some venues in other countries may also charge local or other taxes, which may not be included in the offer.

 

3. "Rack rate" is the rate published by a venue which is the maximum it will charge for any meeting space or delegate package.

 

4. If you wish to cancel your event, please contact us verbally and/or in writing. In the event of cancellation for whatever reason you shall be liable to pay The Hotel & Conference Company an administration fee of 5%. This could be in addition to any cancellation charge any venue may impose.

 

5. Prices stated include VAT unless otherwise stated.

 

6. Please be aware that conference room photos are only a depiction of the type of rooms on offer and may not represent the actual room allocated.

 

7. Unless otherwise stated, refreshments, meals, stationery, equipment, technical services etc. are not included.

 

8. Star ratings may differ according to the country where the venue is located and are out of the control of The Hotel & Conference Company. Please note that all ratings advised are The Hotel & Conference Company ratings and not official ratings. Therefore, The Hotel & Conference Company cannot be held responsible for any misconceptions relating to star ratings.

 

9. Please note foreign venue advertisements displayed via The Hotel & Conference Company may have rates identified in both GBP sterling as well as the local currency, or any other currency as requested by the specific venue supplier. Unless stated otherwise, at the time of final payment, the room rate you will be charged by the venue shall be as expressed in the local currency (or in any other currency as determined by the venue) and not in GBP sterling. Please be aware any subsequent conversion of the local currency to GBP sterling by the venue on your behalf may differ from the GBP sterling room rate advertised via The Hotel & Conference Company.

 

10. Whilst every effort has been made to ensure accuracy and availability, some errors might still occur. Once aware of such incidents we will make all reasonable effort to advise you as quickly as possible. We reserve the right to cancel the booking and refund all monies paid, but this of course will be without any liability to you.

 

11. In the unlikely event of the supplier cancelling or amending your reservation after the booking has been made, we will make all reasonable effort to advise you as soon as possible. Should the supplier be unable to fulfil your booking, you will have the choice of accepting an offered alternative or cancelling your booking with a full refund of all monies paid. In cases where the supplier is unable to provide an alternative, we reserve the right to cancel your reservation with a full refund.

 

 

 

 

 

 

 

 

 

D. Miscellaneous

 

You accept financial responsibility for all transactions made under your name or account.

In order to make a purchase you must be over 18 years old, be purchasing for yourself and have the legal capacity to make the transaction.

You must make sure that all the information you provide to us is true and accurate.

You must not use the website for speculative, false or fraudulent bookings.

Failure to supply the correct credit or debit card billing address information and/or cardholder details may result in delays to the issue of your confirmations and may make the fare(s) subject to increase. Please ensure that the details you give match those on your credit card billing statement. We also reserve the right to cancel bookings after issue if payment is declined or incorrect cardholder details and billing information have been supplied.

Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your address and a copy of the credit card and recent statement before issuing any confirmation.

 

The transmission of threatening, defamatory, pornographic, political or racist material or any material that is otherwise unlawful is expressly prohibited.

The site and any content may not be modified, copied, transmitted, distributed, sold, displayed, licensed, or reproduced in any way by you, except if you wish to make copies of the website for your own personal and non-commercial use.

This user agreement is between you and The Hotel & Conference Company and is governed by the laws of England and Wales.

If you wish to contact us on any issue detailed in these terms you may do so by contacting us by any of the following methods:

 

1. by online email

2. by writing to Customer Relations Department, The Hotel & Conference Company Limited, The Paddocks, Potton, Bedfordshire, SG19 2QD; or

3. by calling us on +44 (0)1767 262 546

 

In order for us to assist with your query as quickly as possible, please make sure that you have your confirmation number before you call us. In most cases we can only discuss order information with the person who made the booking, or one of the guests on a booking.

 

 

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