Know What You Book. Know the Conditions. Travel with Clear Information.

Scope of These Booking Terms

These Booking Terms apply to accommodation reservations made through a HotelConnect24-related booking workflow where these Terms are presented or incorporated into the reservation process.

They should be read together with:

• the booking confirmation;
• the specific rate conditions;
• the cancellation policy shown for the booking;
• property-specific conditions disclosed before booking;
• the HotelConnect24 Privacy Policy; and
• any mandatory terms imposed by applicable law.

HotelConnect24's Role

HotelConnect24 provides hotel technology, connectivity and booking functionality that can facilitate accommodation reservations.

Depending on the booking route, HotelConnect24 can provide functions such as:

• displaying accommodation information;
• showing room and rate availability;
• transmitting a booking request;
• generating or communicating a booking confirmation;
• supporting reservation management;
• routing relevant information between the Guest and Property; and
• providing booking-support functionality.

HotelConnect24 is not automatically the hotel, accommodation provider, merchant of record or payment processor merely because HotelConnect24 technology is used in the reservation process.

The Accommodation Provider and Your Contract

Unless the booking confirmation or applicable booking information states otherwise, the accommodation itself is generally supplied by the hotel, guesthouse, resort, apartment provider or other Property identified in your reservation.

The Property is responsible for providing the booked accommodation and Property-level services in accordance with the reservation and applicable law.

Your booking confirmation should be retained because it contains or links to important information about the relevant reservation relationship.

Making a Booking

Before submitting a reservation, you should review the booking summary and ensure that the information entered is correct.

You are responsible for checking details including:

• the Property;
• destination;
• check-in date;
• check-out date;
• room or accommodation type;
• number of Guests;
• Guest ages where relevant;
• rate plan;
• price;
• tax and fee information;
• payment conditions; and
• cancellation policy.

Submitting a booking request does not necessarily mean that a confirmed reservation already exists.

When the Booking Is Confirmed

A reservation is confirmed when the relevant booking process issues a valid confirmation indicating that the booking has been accepted, subject to any exceptional issue required by law to be corrected.

The confirmation should contain or provide access to information such as:

• booking reference;
• Property name;
• stay dates;
• room or accommodation information;
• Guest information;
• rate conditions;
• price information;
• cancellation terms; and
• relevant booking-management information.

You should review the confirmation promptly and report an obvious discrepancy without unnecessary delay.

Guest Information

You must provide accurate information reasonably required to complete the reservation.

Where you make a reservation for another person, you must be authorised to provide the information necessary for the booking and should ensure that relevant booking conditions are communicated to that person.

HotelConnect24 and the Property may rely on the contact information provided to communicate important reservation information.

An incorrect email address, telephone number or Guest name can interfere with booking communication or check-in.

Prices and Currency

The applicable accommodation price is the price presented for the selected booking immediately before the reservation is submitted, subject to the information displayed regarding taxes, fees and currency.

Prices can vary according to:

• Property;
• dates;
• room type;
• occupancy;
• rate plan;
• cancellation flexibility;
• meal plan;
• included services;
• promotional conditions; and
• availability.

A price shown for one search does not guarantee that the same rate will remain available for a later search or booking.

Currency conversion

Where a currency conversion or indicative converted amount is displayed, the final amount charged can be affected by the payment currency, payment provider, card issuer or conversion arrangement.

The booking page or confirmation should identify the transaction currency relevant to the reservation where applicable.

Taxes, Property Charges and Other Fees

The booking process should disclose mandatory charges in accordance with applicable law and the information supplied by the Property or relevant provider.

Depending on the destination and reservation, charges can include:

• VAT or similar sales taxes;
• tourist or city taxes;
• resort or Property fees;
• local accommodation taxes;
• mandatory service charges; or
• other legally applicable charges.

Some local charges may be payable directly at the Property where this is clearly disclosed or required by local arrangements.

Optional extras requested separately during or after booking can generate additional charges.

Payment

Payment arrangements vary between Properties and booking routes.

A reservation may, for example, involve:

• payment at the time of booking;
• a deposit;
• payment at the Property;
• partial advance payment;
• card guarantee without immediate full payment; or
• another payment structure shown before confirmation.

The booking information displayed before confirmation should explain the relevant payment arrangement.

Depending on the booking route, payment may be collected by the Property, a payment provider or another party identified in the reservation workflow.

HotelConnect24 should not be assumed to be the merchant of record for every reservation.

Deposits, Guarantees and Card Authorisations

A Property or payment provider may require a deposit or payment-card guarantee where disclosed as part of the booking conditions.

A payment authorisation can temporarily reserve funds without necessarily representing the final settlement of the booking.

The exact treatment of a deposit, authorisation or advance payment depends on the booking conditions and payment provider involved.

You should review your confirmation for the applicable payment conditions.

Rate Conditions

Different rates for the same Property and room can carry different conditions.

The rate selected during booking can determine:

• whether cancellation is permitted;
• the cancellation deadline;
• the cancellation charge;
• whether the booking is non-refundable;
• whether date changes are permitted;
• meal inclusions;
• occupancy conditions;
• payment timing; and
• other booking restrictions.

A lower-priced rate can have more restrictive cancellation or modification conditions than another available rate.

You should read the selected rate conditions before confirming the booking.

No General 14-Day Withdrawal Right for Date-Specific Accommodation

Where European Union consumer rules concerning distance contracts apply, the general 14-day withdrawal right does not normally apply to non-residential accommodation where the contract provides for a specific date or period of performance.

This means that a Guest should not assume that an accommodation booking can automatically be cancelled without charge simply because it was made online or less than 14 days ago.

Instead, cancellation rights normally depend on:

• the rate selected;
• the cancellation policy;
• the timing of the cancellation;
• applicable Property terms; and
• mandatory rights provided by applicable law.

Changing a Reservation

A confirmed reservation can only be changed where the applicable booking conditions and operational availability permit the requested change.

Changes can include:

• different stay dates;
• room-type changes;
• occupancy changes;
• Guest-name corrections;
• meal-plan changes; or
• other booking modifications.

A requested change can result in a new price, different rate conditions or loss of availability.

A change is not effective merely because it has been requested. It should be treated as confirmed only when the relevant provider confirms the modification.

Use Manage Your Booking where supported.

Guest Cancellation

If you want to cancel a reservation, the cancellation policy attached to your booking determines whether cancellation is permitted and whether a charge can apply.

A cancellation should be made through the booking-management route specified for the reservation where possible.

Keep any cancellation confirmation you receive.

Non-Refundable Bookings

A rate clearly described as non-refundable can restrict your ability to recover amounts paid if you decide not to use the accommodation.

The exact financial consequences depend on the conditions disclosed before booking and mandatory applicable law.

HotelConnect24 cannot guarantee that a Property, booking provider or payment party will waive a valid non-refundable condition because personal travel plans change.

Travel insurance can provide separate protection in some circumstances, but any insurance claim is governed by the relevant insurance policy.

No-Shows and Late Arrival

If you fail to arrive for a confirmed reservation without cancelling in accordance with the applicable conditions, the booking can be treated as a no-show.

A no-show can result in charges or loss of amounts already paid according to the selected rate and Property policy.

If you expect to arrive significantly later than the Property's stated check-in time, you should contact the Property where appropriate.

The Property can have conditions regarding how long a room is held for a Guest who has not arrived.

Cancellation by the Property or Accommodation Provider

If the accommodation provider cannot honour a confirmed reservation, the Guest retains any mandatory rights available under applicable law.

Depending on the circumstances and applicable law, this can include rights relating to:

• refund of amounts paid for accommodation that will not be provided;
• appropriate alternative accommodation;
• price reduction where a replacement is of a lower standard; or
• other remedies available under applicable consumer law.

If the Property tells you that it cannot honour the booking, do not voluntarily cancel the reservation yourself solely for the convenience of the Property without first understanding how doing so could affect your cancellation or refund rights.

Contact the Property and, where relevant, Booking Support.

Overbooking and Alternative Accommodation

HotelConnect24 is designed to support connected availability, but no distribution technology can guarantee that every overbooking or inventory conflict will be eliminated.

If a Property cannot provide the confirmed accommodation because of overbooking or another Property-level issue, the Property remains responsible for its obligations under the booking and applicable law.

An accommodation provider may offer alternative accommodation. Any rights relating to the suitability of that alternative, refunds or additional remedies depend on applicable law and the circumstances.

HotelConnect24 may assist with communication or booking support where the relevant reservation falls within a HotelConnect24-supported workflow, but this does not make HotelConnect24 the operator of the Property.

Refunds

A refund is available only where the booking conditions, cancellation outcome, payment arrangement or applicable law provide for one.

The party responsible for issuing or processing a refund can depend on how the original payment was collected.

Refund processing time can be affected by:

• the Property;
• booking provider;
• payment processor;
• card scheme;
• bank or financial institution;
• currency; and
• the reason for the refund.

HotelConnect24 does not state a universal refund-processing period for every booking and payment route.

See Cancellation & Refunds for additional information.

Special Requests

You may be able to request Property-specific arrangements such as:

• early check-in;
• late check-out;
• particular room preferences;
• cots or additional bedding;
• accessibility-related arrangements;
• parking;
• dietary requests; or
• other stay-related requirements.

A special request is not guaranteed merely because it was entered during or after booking.

Unless the Property or relevant booking provider expressly confirms the request, it should be treated as a request rather than a contractual guarantee.

Additional charges can apply where disclosed and accepted.

Children, Age Requirements and Occupancy

Property rules can differ regarding children, infants, minimum guest age and occupancy.

Where Guest ages are requested, accurate ages should be provided because they can affect:

• room suitability;
• occupancy limits;
• pricing;
• meal arrangements;
• bed configuration; and
• Property policies.

A Property can impose a minimum age for the person checking in where lawful and disclosed.

A booking must not exceed the occupancy allowed for the selected room or accommodation unless the Property expressly approves an alternative arrangement.

Check-In and Identification Requirements

The Property can require identification or other information reasonably necessary for check-in and compliance with local law.

Depending on the Property and destination, Guests may need to provide:

• government-issued identification;
• booking confirmation;
• payment or guarantee information;
• Guest registration information; or
• information required by local accommodation regulations.

The name on the reservation should correspond appropriately with the Guest or authorised booking party where required by the Property.

Guest Conduct at the Property

Guests must comply with lawful Property rules and behave in a way that does not unreasonably endanger or interfere with the Property, staff, other Guests or third parties.

A Property can take proportionate action in response to serious misconduct, damage, unlawful activity or material breach of clearly communicated Property rules, subject to applicable law.

Guests remain responsible for damage they cause where liability exists under applicable law.

HotelConnect24 does not supervise Guest conduct at the Property.

Property Descriptions and Information

Properties are responsible for providing accurate information about their accommodation, facilities, rooms, policies and services.

HotelConnect24 may display or distribute information supplied by the Property or another authorised source.

If the accommodation materially differs from what was represented when you booked, you should raise the issue promptly with the Property.

Where applicable, also notify the booking provider or Booking Support so there is a record of the issue.

Mandatory consumer rights regarding accommodation that is not as described remain unaffected.

Bookings Through External Providers

A HotelConnect24-connected Property may also be available through independent travel websites, agencies or distribution partners.

If you make the reservation through an External Provider rather than through a HotelConnect24 booking route, the External Provider's terms and booking-management process can apply.

An External Provider may control:

• booking changes;
• cancellation requests;
• payment processing;
• refund processing;
• customer-service routes; and
• other aspects of its own booking service.

HotelConnect24 cannot necessarily modify a reservation created through another independent booking provider.

Package Holidays and Linked Travel Arrangements

These general accommodation Booking Terms are not intended to replace special legal rights or contractual terms that apply where accommodation forms part of a legally defined package holiday or linked travel arrangement.

Where another organiser or travel business sells a package that includes the accommodation, that organiser can have additional responsibilities under applicable package-travel law.

The relevant package documentation should identify the responsible organiser and applicable package terms.

Problems During Your Stay

If there is a problem with the accommodation, you should report it to the Property as soon as reasonably possible so the Property has an opportunity to investigate and, where appropriate, correct the issue.

Where relevant, keep reasonable evidence such as:

• written communication;
• booking confirmation;
• receipts;
• photographs; or
• other information relevant to the problem.

If the issue cannot be resolved with the Property and the booking used a HotelConnect24-supported route, you can also use Booking Support.

Complaints and Disputes

A complaint about the accommodation itself should normally be raised first with the Property.

A complaint about HotelConnect24 technology, reservation transmission or a HotelConnect24-supported booking workflow can be raised through HotelConnect24 Booking Support.

Where another booking provider is involved, you should also use that provider's complaint process where appropriate.

Nothing in these Terms prevents you from using statutory consumer complaint, enforcement or court procedures available under applicable law.

Personal Data

Reservation processing can involve personal data concerning the booking Guest and other travellers included in the reservation.

Depending on the booking workflow, personal data can be processed by:

• HotelConnect24;
• the Property;
• payment-related providers;
• booking or distribution providers; and
• other technology providers required for the relevant service.

The legal role of each organisation depends on the relevant processing activity.

For information about HotelConnect24's processing, see our Privacy Policy.

Liability and Allocation of Responsibility

Nothing in these Terms excludes or limits liability where doing so would be unlawful or would remove mandatory consumer rights.

The Property

The Property remains responsible for the accommodation and services it provides, including matters within its operational control.

HotelConnect24

HotelConnect24 remains responsible for its own obligations relating to the HotelConnect24 services it provides, subject to applicable law and these Terms.

Independent third parties

HotelConnect24 is not responsible for the independent acts or omissions of another booking provider, payment provider, transport provider or other third party merely because its service is connected with a reservation.

Nothing in this section limits a Guest's rights against the party that is legally responsible under applicable consumer or contract law.

Events Outside Reasonable Control

Accommodation or travel can be affected by events that a Property, HotelConnect24 or another provider cannot reasonably control.

Examples may include:

• natural disasters;
• serious weather events;
• war or civil disturbance;
• government restrictions;
• major infrastructure failures;
• public-health measures;
• major network outages; or
• other comparable exceptional events.

The legal effect of such an event depends on the booking conditions and mandatory law applicable to the reservation.

This section does not remove statutory consumer rights or remedies that cannot lawfully be excluded.

Mandatory Consumer Rights

Nothing in these Booking Terms is intended to exclude, restrict or replace consumer rights that applicable law makes mandatory.

Depending on the applicable law, those rights can concern matters such as:

• accurate pre-contract information;
• transparent pricing;
• fair contract terms;
• services corresponding with their description;
• remedies where contracted accommodation is not provided;
• unfair commercial practices; and
• access to complaint or enforcement mechanisms.

Governing Law and Consumer Jurisdiction

To the extent HotelConnect24 itself enters into a contractual relationship with a Guest under these Booking Terms, that relationship may be governed by Irish law unless the relevant booking documentation or mandatory law provides otherwise.

However, a contractual choice of Irish law does not deprive a consumer of mandatory protection that applicable conflict-of-law rules preserve for that consumer.

Nothing in these Terms requires a consumer to bring proceedings exclusively in Ireland where applicable law gives the consumer a right to bring proceedings in another competent jurisdiction.

The accommodation contract with the Property can also be subject to laws applicable to that Property or contractual relationship.

Changes to These Booking Terms

HotelConnect24 may update these general Booking Terms for future reservations where reasonably necessary because of changes to services, booking processes, laws or platform functionality.

The version applicable to an existing reservation should generally be the version incorporated into or made available in connection with that booking, except where a later change is required by law or validly agreed.

HotelConnect24 will not use a later website update to retrospectively remove mandatory rights attached to an existing booking.

The revision date at the top of this page identifies the current published version.

Booking Questions and Support

If you have a question about an existing reservation, use the route appropriate to your booking.

For Property-specific questions such as arrival, facilities or stay arrangements, the Property may be the most appropriate contact.