Hotel Booking Policy

1. Purpose of This Policy

This Hotel Booking Policy explains how hotel enquiries and reservations made through Britholiday.com are handled, including price confirmation, payment, amendments, cancellations, check-in requirements and customer responsibilities.

Britholiday.com is operated by BRITHOLIDAY LTD, company number 17456269, registered at Earlsdon Park, 53–55 Butts Road, Coventry, England, CV1 3BH.

2. Our Current Booking Services

Britholiday currently facilitates hotel accommodation bookings. Flights, cruises and holiday packages are not included in this Hotel Booking Policy unless and until we expressly confirm that a particular service is available and provide the applicable terms.

We may use third-party hotel booking systems and suppliers, including TBO and Expedia, depending on the property, rate and reservation. The supplier involved in a particular booking will be identified in the relevant booking information where applicable.

3. Hotel Searches, Quotes and Availability

Hotel information and prices shown online may be indicative and subject to reconfirmation. Room availability, rates, taxes, occupancy restrictions and supplier conditions may change before a reservation is confirmed.

Submitting an enquiry or receiving a quote does not guarantee a room or rate. Where required, we will check the current availability and price with the relevant supplier.

If the price, room type, occupancy, inclusions or conditions change materially before you agree to the booking, we will communicate the revised details and seek your agreement before proceeding.

4. When a Booking Is Confirmed

A hotel reservation is confirmed only when the booking has been accepted by the relevant supplier and Britholiday or the applicable booking provider has issued or communicated a confirmation containing the reservation details.

You should retain the booking confirmation and check the following details immediately:

• Lead guest name and other guest details.
• Hotel name and location.
• Check-in and check-out dates.
• Room type and occupancy.
• Meal plan and inclusions, if any.
• Total price and payment status.
• Cancellation and amendment conditions.
• Supplier booking reference and Britholiday reference, where applicable.
• Check-in instructions and any additional requirements.

If any detail is incorrect, contact us as soon as possible. Changes may be subject to supplier restrictions or additional charges.

5. Payment and Booking Charges

Payment arrangements vary according to the supplier and rate selected. Before you confirm a reservation, we will communicate the amount payable, payment deadline, applicable currency and relevant payment arrangements.

Depending on the booking, payment may be processed by Britholiday, a payment provider or the accommodation supplier.

Any booking fee, service fee, tax or other mandatory charge imposed by Britholiday will be disclosed before you agree to pay it. Hotel or supplier charges will be communicated where known, including where they are payable directly to the property.

Some hotels require a security deposit, card pre-authorisation or payment for incidentals at check-in. These amounts may not be included in the price paid through Britholiday.

6. Cancellation Conditions

Every reservation is subject to the cancellation conditions disclosed for that specific rate.

A booking may be:

• Free cancellation: Cancellation is permitted without a supplier cancellation penalty until the stated deadline, subject to the exact conditions.
• Partially refundable: A cancellation charge or deduction may apply.
• Non-refundable: The supplier may retain all or part of the booking amount if the reservation is cancelled.
• Restricted or special rate: Additional conditions may apply, including limits on changes or refunds.

The applicable cancellation deadline, local time and charges will be provided in the booking information or confirmation.

To cancel, contact our booking support team and provide your booking reference. A cancellation request is not complete until it has been acknowledged or confirmed. Do not assume that a message sent outside support hours has been processed before a supplier deadline.

We will communicate the applicable refund or cancellation outcome based on the confirmed booking conditions and the law.

7. Amendments and Changes

Requests to change guest names, dates, room types, occupancy or other reservation details are subject to supplier approval and availability.

A change may result in a price difference, amendment fee, cancellation charge or requirement to make a new reservation. Some reservations cannot be amended.

Contact booking support with your booking reference and the requested change. We will advise you of the available options and any known charges before proceeding where practicable.

Do not assume a requested amendment has been accepted until you receive confirmation.

8. Refunds

Where a refund is due, the amount and timing depend on the booking conditions, the reason for the refund, the payment arrangement and any applicable legal requirements.

Where a supplier must authorise or fund the refund, processing may depend on the supplier's response. We will communicate the information available to us and take reasonable steps to progress the refund.

Where possible, refunds will be made to the original payment method. If this is not possible, we will explain the available alternative arrangements.

Any time estimate given for a refund is an estimate unless expressly confirmed otherwise. Statutory rights and any mandatory refund deadlines remain unaffected.

9. No-Show and Late Arrival

If you do not arrive at the hotel or fail to check in within the period permitted by the booking conditions, the reservation may be treated as a no-show. This may result in cancellation of the remaining stay and loss of some or all of the amount paid, depending on the rate terms.

If you expect to arrive late, contact the hotel directly using the details provided in your confirmation and notify us where appropriate. A late arrival is not guaranteed to be accepted unless the hotel confirms it.

10. Check-In and Check-Out

Check-in and check-out times are determined by the hotel and should be checked in advance.

The property may require valid identification, a payment card, a security deposit, proof of age or other documents. Some hotels apply minimum-age requirements or additional conditions for guests travelling without an accompanying adult.

Early check-in, late check-out, room upgrades and particular room locations are subject to availability unless expressly confirmed in writing.

You are responsible for meeting the hotel's check-in requirements and following its reasonable rules.

11. Children, Occupancy and Special Requests

The permitted occupancy and age rules depend on the property and room type. Children may be counted as guests for occupancy or pricing purposes, and cots or extra beds may require advance confirmation or additional payment.

You must enter accurate information for all guests, including children's ages where requested. Incorrect occupancy information may affect availability, price or check-in eligibility.

Special requests are not guaranteed unless expressly confirmed. If an accessibility feature or other requirement is essential, contact the hotel and us before booking to confirm the arrangements.

12. Hotel Facilities and Property Information

Hotel descriptions, photographs, star ratings, amenities, meal plans and other information are based on information available from suppliers or properties. Facilities may change, close temporarily or be subject to local restrictions.

We make reasonable efforts to present relevant information accurately but cannot guarantee that every facility or feature will be available throughout your stay.

If an advertised feature is essential to your booking, seek confirmation before completing the reservation.

13. Overbooking or Hotel-Initiated Changes

If a hotel or supplier advises that it cannot honour a reservation, contact us promptly. We will communicate the information available to us and assist within the scope of our role.

Alternative accommodation, refunds or compensation will depend on the supplier's obligations, the booking terms and applicable law. Any alternative should be accepted only after you understand the proposed location, dates, room type, additional costs and other material conditions.

Nothing in this policy limits any rights you may have against the responsible party under applicable law.

14. Complaints During Your Stay

If a problem arises at the hotel, notify the hotel reception or management promptly and give them a reasonable opportunity to address it.

Where the issue relates to your booking or our service, contact Britholiday booking support as soon as possible. Provide your booking reference, details of the issue and relevant evidence, such as photographs or written correspondence, where appropriate.

For urgent on-site issues, contacting the hotel directly is often the fastest way to seek immediate assistance.

15. Customer Responsibilities

You must ensure that the booking details are correct, comply with the property's rules, meet identification and check-in requirements, and pay any properly disclosed charges that are your responsibility.

You are responsible for checking travel requirements relevant to reaching the property and for ensuring that all guests have the documents required for their circumstances.

16. Contact Us

For a new hotel enquiry, booking change, cancellation or refund question, contact:

Please include your booking reference and lead guest name in all booking-related communications.