BOOKING TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS

These terms and conditions apply when you reserve a room at Malmaison in the UK or Ireland using a digital channel (such as our website or mobile site).

You must accept these terms and conditions when you make a reservation.

All rates quoted are subject to availability and alteration regardless of the rate or product booked. All promotional rates are subject to promotional room and rate availability and may be subject to other restrictions, for example a minimum or maximum length of length of stay. The number of rooms made available on any promotional rate are limited and may be withdrawn at any time without prior written notice. You must be at least 18 years old to book a room at Malmaison Hotels.

While every effort has been made to ensure the accuracy of all information, Malmaison / Hotel du Vin Limited does not accept liability for any errors or omissions and reserve the right to change information and descriptions of listed hotels and products offered for sale.

We reserve the right to amend these terms and conditions at any time and you should therefore check them every time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation and will depend on the type of rate booked, room type and product purchased.

Should you wish to maintain the right to cancel your room free of charge (up to 24 hours before arrival) we recommend booking one of our “Best Flexible” rates.  Booking via our website, hotels or call centre: New “Best Flexible” reservations for any future arrival date can be changed or cancelled free of charge upto 24 hours before your scheduled arrival by 4pm.

In case of late cancellation (within 24 hours of the arrival date or the defined cancellation policy of the rate booked) or a no-show (reserving a room and subsequently failing to show up on the scheduled arrival date) will be treated as a late cancellation, and you will be charged one night’s accommodation rate, equivalent to the first night rate of the applicable booking. The charge will be levied against the credit or debit card you provided during booking.

If you decide to shorten your stay you must inform reception at the Malmaison that you are staying in by 11:00 UK time on the day you wish to check out. Otherwise you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the following day. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

We recommend that you take out your own travel insurance cover to ensure you are adequately covered for unforeseen circumstances affecting your overnight night stay and or trip.

ROOM PRICES

Malmaison / Hotel du Vin adopts dynamic pricing and the price of our rooms fluctuates based on demand. When you make a reservation request, we'll give you a total price for the rooms and number of nights you've requested. The price you pay is the price quoted to you at the time you make your reservation.

Room prices are quoted based on the number of occupants per room and are based on a per night rate and are inclusive of VAT and City Taxes at the applicable rate at the time of your reservation. If the rate of VAT or City Tax changes between the date of your reservation and the date of your stay, we reserve the right to adjust the rate of VAT and City Tax to the price you pay.

BEST FLEXIBLE RATE (BAR) TERMS AND CONDITIONS

When booked via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly for their terms and conditions. We have advised these agents and companies of our cancellation policies.

When booked via our website, hotels or call centre: New “Best Flexible Rate / BAR (best available rate)” reservations for any future arrival date can be changed or cancelled at no charge before 3pm up to 24 hours before your scheduled arrival.

Booking a “flexible / BAR (best available rate)” directly with Malmaison or Hotel du Vin will require a valid credit card or debit card to guarantee & hold the room for your scheduled arrival date.

Should you need to cancel your reservation, you must let us know by 4pm or the defined cancellation policy for the rate booked, in most cases, 24 hours prior to the date of arrival, or the full cost of your booking will be charged in the form of a cancellation fee to the credit or debit card you provided during booking.

In case of late cancellation (within 24 hours of the arrival date or the defined cancellation policy of the rate booked) or a no-show (reserving a room and subsequently failing to show up on the scheduled arrival date) will be treated as a late cancellation, and you will be charged one night’s accommodation rate, equivalent to the first night rate of the applicable booking. The charge will be levied against the credit or debit card you provided during booking.

If you have questions regarding an upcoming reservation, please contact our support team for assistance by calling our central contact, messaging via our online chat facility or contact us via the email addresses: theteam@malmaison.com 

SEMI-FLEXIBLE RATE PREPAID TERMS AND CONDITIONS

Semi-flexible bookings are bookable online on our brand websites only, not by phone, at our hotels or via third party websites. New Semi-Flexible reservations for any future arrival date must be fully prepaid at the point of reservation. These rates can only be cancelled, transferred or refunded subject to the terms and conditions of the rate booked, which will be clearly defined at the point reservation.   

Regardless of which rate is booked, a late cancellation (within the specified cancellation policy for the rate booked) or no-show (reserving a room and subsequently failing to show up on the scheduled arrival date) no refunds will be offered.

If you have questions regarding an upcoming reservation, please contact our support team for assistance by calling our central contact, messaging via our online chat facility or contact us via the email addresses: theteam@malmaison.com 

ADVANCE PURCHASE, SAVER AND PRE-PAID RATE TERMS AND CONDITIONS

Booking via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly for their terms and conditions. We have advised these companies of our cancellation policies.

Prepaid rates must be booked online via our brand website, not the call centre, hotels or any third party. These rates require full prepayment at the point of reservation, and are non-cancellable, non-transferrable, non-changeable and non-refundable*. 

*Our call centre may be able to amend your booking to a new arrival date 24hours prior to your arrival date subject to the administration fee of £30 (or 10% if higher) per change transaction being paid. Any changes are at the discretion of Malmaison Hotel Du Vin Trading Limited and may not be allowed during key events or busy period. Any booking changes and or amendments are subject to availability and the prevailing rate will apply.  No refunds will be offered where differences occur in rates and hotels chosen.

If you have questions regarding an upcoming reservation, please contact our support team for assistance by calling our central contact, messaging via our online chat facility or contact us via the email addresses: theteam@malmaison.com 

PROMOTIONAL RATE STANDARD TERMS AND CONDITIONS

Booking via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly for their terms and conditions. We have advised these companies of our cancellation policies.

Promotional rates must be made via our brand website, and cannot be booked via the call centre, hotels or third party websites. These rates are fully payable at the point of reservation, and are non-cancellable, non-transferrable, non-changeable and non-refundable.

A promotional rate may have its own terms and conditions, which will be outlined when booking and included in your confirmation email. These terms and conditions supersede those outlined here.

If you have questions regarding an upcoming reservation, please contact our support team for assistance by calling our central contact, messaging via our online chat facility or contact us via the email addresses: theteam@malmaison.com 

GROUP BOOKING TERMS AND CONDITIONS

Bookings of 6 rooms or more will be defined as a "Group Booking".

Any booking of 6 rooms or more is defined as a group booking. If 6 or more rooms are booked across one or more nights, then the booking will be subject to our “Group booking terms and conditions” which supersede our general terms and condition above. A member of the Group Reservations Sales team must provide you with a price, accompanying terms and conditions and contract to secure your booking Please contact our groups desk on 0330 016 0381 for details.

When booking 6 or more rooms, different policies and additional supplements will apply. Any such booking will be held provisionally until the group terms are agreed and our group booking contract is signed. We reserve the right to cancel group bookings of 6 rooms or more made on the transient rates available through our website.

Failure to sign our group booking contract and agree to our group booking terms and conditions may result in your booking being cancelled without prior written notice.

If you have questions regarding an upcoming group reservation (6 rooms or more on one night or across multiple arrival dates), please contact our support team for assistance by calling our central contact, messaging via our online chat facility or contact us via the email addresses: theteam@malmaison.com