Terms and conditions

These terms and conditions are the agreement between whoever shall use this site and TotalStay Ltd trading as HotelPronto.com ("HP"). These terms and conditions set out the rights and obligations of all users and those of HP in relation to the services offered by this website.

Before you click on the ‘Confirm’ button at the end of the booking process, please ensure that you have carefully read all the terms and conditions. By clicking on the ‘Confirm’ button you are committing to be bound by these terms and conditions.

If you have any questions about these terms and conditions, please email us at customercare@totalstay.com

Use of Site

You agree to be bound by the following terms of trading on this site: -

WE ACT ONLY AS BOOKING AGENT FOR THE ACCOMODATION PROVIDER. THE CONTRACT FOR HOTEL ACCOMODATION IS BETWEEN YOU AND THE ACCOMODATION PROVIDER. References to "Accommodation Providers" means the owner/provider of the hotels, apartments and other accommodation of any description featured on the website and "Accommodation" means the accommodation including all facilities and services advertised on our website that we have agreed to arrange in connection with your confirmed booking. The site is available to you for making legitimate hotel bookings only - not for speculative, false or fraudulent bookings.

You accept financial responsibility for all transactions made under your name. We will require payment in full at the time of booking.

You accept to give us accurate information on all people travelling within your booking.

You are over 18 years of age.

Booking Procedure

Once you have hit the ‘Confirm’ button and HP have sent you the booking confirmation, you will be entering in to a legally binding contract with the accommodation provider. At this point, you are authorising HP, as agent for the accommodation provider, to debit your credit or debit card for the total amount of the booking. By proceeding to book accommodation and/or other services through the site, you accept that you will be entering into a contract with the accommodation provider on their standard terms and conditions. If they are provided we will endeavour (but undertake no liability to do so) to make copies of the accommodation provider's terms and conditions available to you.

Once you arrive at the confirmation screen, we advise you to print this off for your records before your email confirmation comes through.

It is your responsibility to check all details of the booking including arrival date, departure date, number of nights, hotel name and rooms booked. The accommodation provider needs to be informed immediately of any errors as we cannot guarantee to be able to make corrections at a later date.

Booking Confirmation

Your voucher will be emailed to you and must be printed off and presented when you check in at the hotel. Failure to do this may lead to the hotel refusing your booking and/or requesting an additional direct payment for the cost of your stay. This email voucher is your proof that the hotel booking has been prepaid. Please do not allow the hotel to charge you if you know you have already prepaid - please contact us first so we can endeavour to resolve any dispute directly with the hotel.

Payment

As stated above, payment must be made in full at the time of booking. Payment methods other than those mentioned on this site cannot be accepted for your booking. The total amount for your stay will be shown to you on the confirmation screen and printed on your email confirmation. Any extras which you decide to use during your stay at the hotel will be payable directly to the hotel. Should you see a published rate for the room during your stay which is lower than the price you paid on HP, please check with the hotel that all inclusions are the same as they are in the HP rate which are room, taxes, breakfast and local taxes (unless otherwise specified) and that there are no trade fairs or local festivals during the period of your stay. You acknowledge that during these periods HP has no control over higher rates that hotels may charge. Please also note that some hotels in other countries may also charge local or other taxes, payable upon check-in, which may not be included in the payment you have made to HP. We will endeavour to inform you of any additional charges that may apply wherever possible.

Payment Security

HP uses secure technology when you provide us with your personal details and credit card information. The technology used is SSL (Secure Sockets Layer) which is encryption technology recognised worldwide so you can feel safe entering your details on HP.

Amendments by You

To make any amendments to your booking, please either do so online at our web site or contact us by e-mail at customer.support@totalstay.com. All amendment requests must be received in writing and are subject to availability and may incur £20 amendment fee. If you need to change your dates of travel, there may be other rates valid for the new dates requested. If the hotel cannot accommodate your requested amendment, your booking will automatically revert to its original status although HP will always endeavour to offer a suitable alternative.

Should you wish to check out of the hotel earlier than expected, please obtain a check-out slip from reception / front desk. Also contact us as soon as possible after check-out in order for us to begin the request for a refund for the unused nights. If the hotel staff confirm any refund, please ensure that you get this in writing to assist us in resolving any potential dispute.

Cancellations by You

As soon as you become aware of the fact that you will no longer be travelling, please inform us immediately. No shows are subject to charges from the hotel, however a speedy request for a refund could lead to a more satisfactory outcome.

To cancel your booking online, log in to the ‘My Account’ section of the HP web site. Click on the ‘View/Amend’ link next to your booking to request cancellation. Click on the 'Cancel' link. You will be shown a screen which summarises any cancellation charges which may apply. If you wish to proceed with the cancellation, click the ‘Confirm Cancellation’ button. If you do not wish to proceed at this point, click the ‘Undo’ button. Your cancellation will not be processed until you click the ‘Confirm Cancellation’" button. If you do not click the ‘Confirm Cancellation’ button and you do not arrive at the hotel, your booking will be treated as a "No Show" and your booking will be charged in full. Once we have received your cancellation, an email to confirm this will be sent to you automatically.

You can also cancel your booking by contacting HP by email at customer.support@totalstay.com quoting your HP booking reference. Any cancellation may be subject to cancellation charges which are determined by the accommodation provider. We will endeavour to advise you of any cancellation charges that may apply as soon as possible. In our experience, cancellation charges would normally be applied as follows:

• You have a 24 hour cooling off period during which your booking can be cancelled without charge (unless the booking is made less than 72 hours before your arrival date at the hotel).
• Following this period, if you cancel your booking up to and including 72 hours before your arrival date at the hotel, a cancellation charge of 25% of the total cost of the booking will be applied.
• If you cancel your booking less than 72 hours before your arrival date at the hotel, a cancellation charge of 100% of the total cost of the booking will be applied.

All cancellations must be received either by submitting the cancellation online in the manner described above or via email to HP. It is your responsibility to ensure that all cancellation requests are correctly submitted.

If you are going to arrive after 17h00 at the hotel, it is advisable to call them (the phone number is indicated on your email confirmation) and let them know. Should you fail to arrive at the hotel on the first night of the booking, the whole booking will be cancelled and you will be charged 100% for the booking.

Cancellations by HP

If the accommodation provider alters or cancels your booking, provided we are informed by them, we will inform you as soon as reasonably possible and will seek to ensure that the relevant hotel looks after any change of accommodation as quickly and efficiently as possible. It may not always be possible for us to notify you of any change before your departure. In the event of a cancellation by the accommodation provider, we have no liability to you to make refunds or pay any compensation.

We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However there may be occasions when errors occur, such as a price, product or service or other detail being displayed or presented incorrectly. In this case we reserve the right to cancel the booking at which time a full refund will be made to you.

Complaints procedure

In the unlikely event of you being unsatisfied with your hotel, please discuss any issues directly with the hotel management. Should they not resolve your complaint, please contact us immediately on our emergency number which is indicated on your hotel voucher. Failure to contact us straight away may compromise our ability to deal with your problem satisfactorily. It will also assist us in disputing any issues if you gather as much evidence as possible e.g. photographs. Please also note that we cannot be held liable for any additional charges incurred by you if alternative accommodation is sourced without our knowledge or authorization. Please also note that we are not responsible for external issues beyond the hotel’s control such as local building works.

Should you still feel that the complaint has not been resolved, please put your complaint in writing with full details of the actions you have already taken and send it to us at customer.support@totalstay.com within 7 days of your return.

Liability

Given that we only act as agents for the accommodation provider, we can accept no liability whatsoever for any death, personal injury, loss or damage of any kind, unless caused by our own negligence. Insofar as we have any liability to you, then proceedings in respect of any such liability shall be governed by English law and the exclusive jurisdiction of the English Courts.

Privacy Policy

Please click the Privacy Statement link in the footer of our website to view our Privacy Policy.

Hotel Facilities

You acknowledge that the availability of the facilities and features listed for each hotel are under the direct control of the hotel and as such HP cannot be held responsible if those facilities or features are not made available to you during the period of your stay. If a facility or feature is of particular importance to you, then you should check with HP or the hotel that this facility or feature will be available during your dates of stay. Please note that, in particular, swimming pools and air conditioning may only be available seasonally and it is your responsibility to check whether these facilities will be available during your stay.

You acknowledge that the inclusion in the hotel's facilities of car parking, means that a provision is made by the hotel for car parking. You acknowledge that the availability and cost of the car parking is determined by the individual hotel. It is your responsibility to check the availability and cost of the car parking provided by each hotel. The contact details of each hotel which may be booked via this website are set out in this web site.

It is your responsibility when making the booking to ensure you have booked the correct room type for your needs. All details of the room types and the number of people that can be accommodated in the room are available on the search screen and should be double checked on your email confirmation. Room types available are as follows:

• Single - Contains one single bed. Suitable for one person. Please note that if your booking is at a Hostel then a Single MAY denote a single bed in a dormitory room.
• Twin - Suitable for two people. Please note that twin rooms are not always available in the US.
• Double - Contains one double bed or two single beds made up as a double. Suitable for two people. In the US and Canada, a double room MAY contain two double beds and so can accommodate up to 4 people.
• Double for sole use - Contains two single beds or one double bed. Suitable for one person.
• Triple - Contains one twin or double bed + extra bed or 2 double beds. Most hotels do not have one full size bed for each guest. Suitable for 3 people.
• Quad - Suitable for four people. Please note that the room may not contain four single beds. Room may contain two double beds.
• Child Bed - Often a roll away bed, suitable for a child under the age of 18 years.
• Cot - Cradle or crib suitable for a child under the age of 2 years.

Please be aware that room type and size will vary from country to country. Additionally, the availability of Child Beds and/or Cots is not guaranteed and will vary from hotel to hotel.

Photo Disclaimer

Photographs and images can be an indicative and/or generic representation. HP makes every effort to ensure images used are indicative of the product being sold and are up to date, however we cannot guarantee their accuracy. Photos are not necessarily of the specific rooms allocated to guests and could be of different room types than those booked, e.g. standard, superior, deluxe etc.

Law

All contractual obligations arising out of these terms and conditions shall be deemed to come into existence in the country of the Principal and be subject to the law and jurisdiction of the Courts of that country.

Tax Recovery Charge

The tax charge on hotel transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc.) that HP pays to the accommodation provider in connection with your travel arrangements.

HP is not the accommodation provider collecting and remitting said tax to the applicable tax authorities. The accommodation providers bill all applicable taxes to HP and HP remits such tax directly to the accommodation provider. HP is not associated with the accommodation provider with whom we book or reserve our customer's travel arrangements.

Taxability and the appropriate tax rate vary greatly by location. HP’s actual tax cost paid to the accommodation provider may vary from the tax recovery charge, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel, automobile, etc. by our customer.

Changes to Terms and Conditions

HP reserve the right to change or update these terms and conditions relating to the use of the site without prior notice to you. The latest version will always be available on the site and by using the site, you are accepting the latest version available.

Intellectual Property

The copyright, trademarks and other intellectual property rights in and relating to this site are reserved to HP. The content or data found on this site may not be reproduced, sold, transferred or modified without the prior written consent of HP. You may not modify, copy, duplicate, display, reproduce, licence, publish, transfer or sell any information, software, products or services obtained from the website without the prior consent of HP. You must further acknowledge that you must not use any of these intellectual property rights, except whilst making a booking as set out in these terms and conditions.

System Integrity

The usage of any device, routine or software which inhibits or interferes with the running of HP or any booking concluded upon it is prohibited. Any action which creates a load on HP or infrastructure which may be considered unreasonable or disproportionate is prohibited.

Access to HP

HP reserve the right to deny access to the site at any time as it may be affected by outside factors outside of our control.

Severability

These terms shall be deemed severable. In the event that any provision is determined to be unenforceable or invalid, such provision shall nonetheless be enforced to the fullest extent permitted by applicable law and such determination shall not affect the validity and enforceability of any remaining provisions.