General Terms and Conditions

Date: 4 November 2024.

Introduction

In these Accommodation Terms and Conditions, “Minor Hotels”, “we”, “our” or “us” collectively means:

Minor Hotel Group Limited

Minor Hotels Europe and Americas S.A.

Minor Hotels Australasia Ltd

You

User

Minor Hotels owns, operates, manages and franchises a number of properties throughout the world under its brands Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow, Tivoli hotels and various unbranded hotels (“Hotels”) as well a number of websites and apps to take, manage and accept bookings of the Hotels (“Websites”).

These Accommodation Terms and Conditions apply to the booking of our Hotels. By making a booking of Hotel, by whatever means, guests agree to be bound by these terms and conditions unless the operator of the Hotel agrees otherwise.

As Minor Hotels operates in many countries, the terms and conditions may vary from country to country. Those variations are set out below.

Each Hotel may also have additional accommodation and booking Terms and Conditions, which will be notified to you upon making a booking or upon check-in. Where bookings are made on other platforms (other than our websites), those platforms may impose additional terms and conditions of booking (in addition or substitution of the below Terms and Conditions). Again, you will be notified of those conditions or amendments when booking through those platforms.

General Accommodation Booking Terms & Conditions

If you request a booking of one of our Hotels and we process that booking, it is implied that you accept (unconditionally):

(a) our Privacy Policy;
(b) if booking on one of our websites – the Legal Notice relating to website use displayed on that website;
(c) these Terms and Conditions; and
(d) any other additional terms, notices, regulations, or/and instructions provided to you.

We recommend you carefully read these Terms and Conditions (as well as the above policies and conditions), before requesting or completing your booking at our Hotels.

Furthermore, we recommend you do so every time you make a booking at our Hotels, as we reserve the right to change, modify, add, or delete, part of these Terms and Conditions, at any time.

To the extent of any inconsistency between these terms and any supplementary term, the supplementary term will prevail to the extent of that inconsistency.

In these terms and conditions, a reference to a “operator” of a Hotel will be one of our entities and will be listed on your guest registration card (which will be available at check-in).

1. Reservation Confirmation
A booking at one of our Hotels becomes valid and binding on the relevant operator of the Hotel only after the reservation has been accepted by the operator of the Hotel, you have received an email confirmation, and we received a payment or pre-payment (if required). That is why for your reservation it will be necessary to provide the requested information, which will be treated in accordance with our Privacy Policy.

2. Secured Payments
If you make a booking on one of our websites and you make a payment to us, it will be processed by a payment gateway system that collects your card information and encrypts it for later processing. In any case, the payment gateways that are used for this purpose, will be secure and comply with the necessary legal and technical requirements in order to make your payment secure.

3. Guarantee Policy
Your valid credit card is required at the time of booking and the same credit card must be presented at the time of check-in to the Hotel. We will not accept a credit card that is not in your name (i.e. the credit card name and booking must be in the same name). This is required to make a valid booking and check-in. We may refuse to check you into the Hotel if you do not provide this.

4. Foreign Currency
Conversion into foreign currency is given as an indication and is not the exact amount that will be charged to you for your booking. Only the amount confirmed in the reservation confirmation is the amount you will be charged.

5. Pricing Errors
We reserve the right to cancel reservations based upon incorrect information being displayed in relation to price, inclusions or service at any point in time (at no cost to us).

6. Identification
Upon arrival at the Hotel, you must provide a valid and current passport or government issued identification card for security purposes (or such other identification we required).

Your booking must be under the name of the person checking in to the Hotel.

Any credit card provided for the booking must match the identification card provided at check-in.

Please refer to our Privacy Policy for how we collect and retain personal information.

7. Children
Children under the age of majority (as determined by applicable law in the jurisdiction in which the booked Hotel is located) staying in the Hotel must be accompanied by their parents, authorized teachers or other duly authorized guardians.

The hotel may ask to provide relevant documentation confirming the accompanying child is accompanied by their parent, authorized teacher or other guardian.

Only adults (i.e. a person over the age of majority in the applicable jurisdiction in which the booked Hotel is located) may make bookings at our Hotels.

8. No-show or early cancelation
Failure to provide prior notice of cancellation and subsequent non-attendance may result in a charge equivalent to the first night's stay, inclusive of VAT, GST or other taxes, to the provided credit card provided during the reservation process (unless otherwise provided for in these conditions).

9. Cancellation Policy
Each accommodation rate offered by us is subject to a specific cancellation policy.

Failure to check in on the reserved arrival date may incur a charge (if applicable). Any cancellation charge will be notified to you in your booking confirmation or as otherwise notified to us around the time of booking. See below for additional and specific cancellation policies in certain regions.

We reserve the right to cancel or modify your reservations under the circumstances where it appears that You have provided an invalid credit card, engaged in fraudulent or inappropriate activity, or the reservation contains or resulted from a mistake or error.

10. Deposit
We may charge a pre-authorization deposit to your credit card to cover any incidental charges incurred by you or any damage you cause whilst staying at the Hotel. The time of the release of the funds is controlled by your bank.

The pre-authorization will affect your available funds balance or spending limit. For more information on this practice we suggest contacting your bank for more information. Once a pre-authorization has been made, we cannot release, remove or lower the authorized amount, until we process the final account on departure.

11. Insurance
We strongly recommend you purchase Comprehensive Travel Insurance that covers your accommodation costs (and any damage to the Hotel you cause). We suggest that the policy include, but not limited to, the following coverage – loss of payment through cancellation, loss or damage to personal baggage, damage to property, loss of money and medical expenses.

12. Privacy
When you make a booking with us and when you stay with us, we collect certain personal information from you. By making a booking you consent to your personal information being collected by us and for us to use that information in accordance with the terms of our Privacy Policy. Access to, and correction or deletion of, the personal information we collect from you is dealt with in accordance with our Privacy Policy.

13. Your use of the Hotel
You agree to use the Hotel room in a reasonable manner in accordance with these terms and conditions during your stay and return the room to us at the end of your booking in the similar condition it was on check-in.

You further agree to be liable to us for the cost to repair any damage you cause to the Hotel during your stay and any excessive cleaning required as a result of you leaving the room (or any part of the Hotel) in an excessively unclean state. The cost of such charges will be the costs we incur and cleaning will be charged at commercial rates.

You authorize us to take any charges or costs from your credit card pre-authorization (provided by you on check-in).

You also agree to comply with all signage at the Hotel (regarding your use of the Hotel) and any “House Rules” or similar rules and policies notified by us to you. For your safety and our other guest’s comfort, you also agree to comply with all reasonable directions of our staff at the Hotel, including in particular directions by our staff.

In these terms and conditions, “House Rules” include all of the rules we notify you at check in that you must comply (if applicable). Our reception staff will have a copy of these rules for inspection upon check-in.

During your stay, we reserve the right to evict you from the Hotel if you are not complying with these terms and conditions, any House Rules, any directions from staff or we otherwise form the reasonable belief that your continued presence at the Hotel will cause us (or others) to suffer loss or damage, put the safety of you, us or others at risk, or will bring the Hotel into disrepute. If we evict you, the cost of the accommodation at the Hotel for all of your stay is non-refundable and you will be required to settle your account in full prior to departure (as well as any other costs we are entitled to receive or recover from you under these terms and conditions or as a part of your booking).

14. Facilities (availability and maintenance)
From time to time, features and facilities of our Hotels are unavailable or taken offline for repairs, maintenance or as directed by the owners of the Hotels.

If any feature/facility is essential for you in choosing a particular Hotel, we recommend contacting the Hotel prior to booking to ensure that feature or facility is available at the time of your booking.

We will not be liable for omissions or errors, whether temporary or permanent, of the description of our Hotel’s facilities and services. Photos shown on our Website (or any other location) are indicative only and may not specifically represent the exact room/apartment allocated to you.

Destination images featured on the our website may not represent the views offered from our locations.

Accommodation facilities listed may not apply to all room types.

15. Relocation
In the rare event where we cannot provide you accommodation as previously confirmed, we undertake to relocate you into an alternative Hotel within Minor Hotels hotel chain of equal or better grading at no expense to you. Should there not be a Hotel of equal or better grading in the vicinity of the original booking, we may offer you a Hotel of a lesser grading. If this is the case, any reduction in costs will be refunded to you.

The alternatives offered are at our discretion. Should you wish to choose a Hotel of a standard other than offered under this condition, then you will be required to pay any difference.

Should you not wish to accept the relocation, a full refund and booking cancellation will be granted to you.

16. Internet Access
We offer inclusive Wi-Fi internet access allowing customers to connect to the Internet up to 3 mobile devices per booking. Our Wi-Fi is operated by a third party and we therefore take no liability or responsibility (whilst you are using our Internet network or Wi-Fi) for:

the non-availability of the Internet network,
the speed of the Internet network;
the availability or access to websites;
external intrusion;
computer viruses you may obtain whilst using the network; or
non-authorized online transactions or losses to you whilst using the network.

Part of your accommodation booking charges may include a charge payable to us for the use of the internet. The amount of the charge will be set out in your guest registration card provided upon arrival (if any).

Europe and America

The following sections below contain specific terms and conditions applicable to bookings made for Hotels in Europe and America´s countries. These conditions will apply in addition to the above General Accommodation Booking Terms and Conditions.

17. Precontractual Information
All bookings within the Website are described in their corresponding sections, not being understood to include those items that have not been expressly indicated therein. You will have at your disposal through the Website, all the applicable information regarding the booking.

18. Contracting Procedure
The contracting process for any booking is carried out electronically through our Website. The User’s prior registration within the Website is not required. The contractual relationship between Minor Hotels and the User is understood to be perfected from the moment the User completes the contracting procedure. The completion of the booking necessarily implies that You expressly accept each and every one of these Terms, considered to be an integral part of the booking, which shall be completed in accordance with the rate conditions, and the specific applicable legislation.

19. Check-in and Check-out
For Check-in and check-out time, please look up the Reservation Confirmation.
Early check-in or a late check-out upon request, subject to availability and additional fees may be applied.
Online checkout process allows you to check out of your room without going to the reception desk of the hotel, and is subject to the special terms and conditions, that you must accept to proceed with online check-out. Free Wi-Fi internet access operated by a third party. No liability for non-availability or speed of the internet network, availabilities or access to websites, external intrusion, computer viruses or non-authorized online transaction or losses whilst using the network. Premium Wi-Fi subject to availability and additional fees may be applied.

20. Pets
Pets will be allowed to accompany you if we agree in writing. This request will be considered subject to availability. Additional fees may apply for stays with pets.

21. Specific terms and conditions applicable to Hotels in France

Consumer mediator:
For the sole and exclusive purpose of complying with the provisions of articles L.616-1 and R.616-1 of the French consumers’ Code, we hereby communicate to the consumers (as defined in introductory article of the French Consumers’ Code) the contact details of the consumer mediator that has been elected: “Médiateur du Tourisme et du Voyage (“MTV”) – BP 80303 – 75823 Paris Cedex 17”.

The procedures for referral to the Mediator and his contact details are available on the website www.mtv.travel.

Consumers remain free to accept or refuse recourse to MTV and, in the event of recourse to MTV, each party is free to accept or refuse the solution proposed by the MTV.

Opting out of telemarketing:
In accordance with Article L223-2 of the French Consumer Code, the consumer who does not wish to be subject to commercial prospecting by telephone can freely register on a list to opt out of telemarketing.
This list is accessible on the website: www.bloctel.gouv.fr.

No right to withdraw:

In the case of accommodation services (reservation of rooms in an establishment or other types of accommodation), customers are reminded that they do not have the right of withdrawal provided for in article L. 221-18 of the French Consumer Code, and this in accordance with article L. 221-28 paragraph 12 of the French Consumer Code, which excludes this right for contracts relating to the provision of accommodation services which must be supplied on a specific date or at a specific time.

Identification information relating to each of the Hotels in France:

Hotel	Company	RCS	Siret Number	VAT
NH Lyon Airport	NH Hoteles France SAS, with corporate address at 2 - 4, 2 Parvis de l’Europe, 06000 Nice	497 604 769 (Nice)	497 604 769 00024	FR33497604769
NH Nice
Anantara Plaza Nice Hotel
Nh Toulouse Airport
Nhow Marseille
NH Collection Marseille
NH Champs Elysées*	CPH PARIS CHAMPS ELYSEES, SAS, with corporate address at 153 rue Saint-Honoré – 75001, Paris	422 326 736 (Paris)	422 326 736 00168	FR73422326736
NH Paris Gare de l’Est*	CPH PARIS OPERA / GRANDS BOULEVARDS, with corporate address at 153 rue Saint-Honoré – 75001 Paris	422 328 096 (Paris)	422 328 096 00132	FR79422328096
NH Paris Opera Faubourg*		422 328 096 (Paris)	422 328 096 00132	FR79422328096

* These establishments are not operated by Minor Hotels, but just managed.

Asia

The following sections below contain specific terms and conditions applicable to bookings made for Hotels in Asian countries.These conditions will apply in addition to the above General Accommodation Booking Terms and Conditions.

17. Early Check-Out
The property reserves the right to charge an early departure fee in the event a guest departs earlier than the original departure date.

18. Late Check-Out
Late check-out is available upon request and additional fees may apply. Please contact the front office desk.

19. Deposit Policy
A deposit may be required. You will be notified of the deposit on booking or check-in.

Australia and New Zealand

The following sections below contain specific terms and conditions applicable to bookings made for Hotels in Australia or New Zealand. These conditions will apply in addition to the above General Accommodation Booking Terms and Conditions.

20. Check-in / Check Out

Unless we agree or notify you otherwise, check-in is at 2 pm and checkout is at 10 am.
The property reserves the right to charge you an early departure fee in the event you depart earlier than the original departure date.
Late checkouts may be available upon request. You must contact Reception to check availability and confirm any late checkout. Additional fees may be applied by us.
A late check-out fee may apply if the property is not vacated prior to the set check-out time of the Hotel (see below).

Fes for early departures and late checkouts will be the fees notified by the Hotel to you and in all circumstances will not exceed one night’s accommodation for your booking (subject to any other charges we may be entitled to charge you under these terms and conditions, such as cancellation fees).

21. No Party Policy

Some of our Hotels may have a no party policy. If that is the case, in the event that you (or any of your invitees) are identified as having a party (in our view), we reserve the right to immediately request all occupants of the Hotel room/apartment up to, and including, the guest who has registered for the apartment, to vacate the room/apartment and the Hotel as a whole.

22.Cancellation and Changes to Booking Policy

Changes and cancellations are permitted up until 2pm (hotel local time) the day before arrival. Changes or cancellations after this time will incur a full fee equal to the value of the accommodation. No shows will also be charged in full.

As set out in the general terms and conditions, cancellation charges for each accommodation rate offered by us is subject to a specific cancellation policy.

(a) For bookings that are “Best Flexible Rates”: changes and cancellations are allowed until 2pm (hotel local time) the day before arrival. Changes or cancellations after this time will be charged in full. No shows will also be charged in full.
(b) For bookings that are “Non-Refundable Rates” (or similar): In order to offer you this special price, you may not make any changes or cancellations. If you do not use your booking, you will be charged in full.
(c) For bookings that are “Long Stay 7+ day Rates” (or similar): changes and cancellations are allowed until 2pm (hotel local time) the day before arrival. Changes or cancellations after this time will be charged a 2-night cancellation fee. No shows will also be charged a 2-night cancellation fee.
(d) For group bookings and meeting bookings: cancellation requests will be treated on a case by case basis and will be subject to any contract or booking terms and conditions that apply to those bookings (if applicable). If we agree to move these types of bookings, deposits or pre-payments will be held towards a future booking for a maximum of 2 years from the original booking date, after which time the deposit or pre-payment will be forfeited to us.
(e) For all other Hotel bookings: changes and cancellations are considered on a case by case basis (excluding where a booking was made with an authorized third party, in which case the additional terms and conditions of that booking will apply).

Fees for late checkouts will be the fees notified by the Hotel to you and in all circumstances will not exceed one night’s accommodation for your booking (subject to any other charges we may be entitled to charge you under these terms and conditions, such as cancellation fees).

23. Deposit Policy
In addition to the Deposit term above, we confirm that we will hold $1 as a pre-authorization (which we will take on check-in). The timing of the release of the funds is controlled by your bank and may take up to 10 working days.
We reserve the right to pre-authorize all credit cards upon check in. Cash is not an acceptable form of bond or deposit and will not be accepted.
For any bookings made on oakshotels.com that require pre-payment made via the Website, the transaction will be listed on your bank statement under the Oaks Hotels & Resorts Head Office location - ‘Oaks Hotels & Resorts Maroochydoore’. Payments will not be listed under the Hotel’s location.

24. Child Policy
In addition to the global child policy set out above, Children sleep free on existing bedding in the Hotel room/apartment, within the maximum allowed guests per room (as notified by us). If a roll away / cot / sofa bed is required charges will apply. Those charges are available from our reception desk at the Hotel.
For the purposes of this condition “Child” or “Children” means a person or persons aged between 2 years and 17 years and “Adult” means a person aged 18 years or over. All ages will be determined at check-in.

25. Pet Policy
At this stage, no pets or animals are allowed to accompany you to our Hotels, other than properly registered and licensed (where required) assistance animals.

26. Fees
All credit / debit card payments made to us via an onsite payment system or otherwise will incur a 1.5% non-refundable credit card service fee in Australia.
New Zealand onsite payments incur a 2% (VISA, MASTERCARD), 2% (AMEX) or 3.35% (DINERS) non-refundable credit card service fee.

27. Pets
Pets will be allowed to accompany you if we agree in writing. This request will be considered subject to availability. Additional fees may apply for stays with pets.

28. Australian Consumer Law
Nothing contained in these terms and conditions excludes, restricts or modifies the application of any provision, the exercise of any right or remedy, or the imposition of any liability under the Australian Consumer Law or under any international consumer protection legislation, provided that, to the extent that such law permits us to limit our liability, then our liability is limited to:

In the case of services, supplying the services again or payment of the cost of having the services supplied again; and
In the case of goods, replacing the goods, supplying equivalent goods or repairing the goods, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired.

Nothing contained in these terms and conditions is intended to exclude, restrict or modify any warranty or guarantee provided under the Australian Consumer Law (which cannot be excluded, restricted or modified).

For more information on the Australian Consumer Law and your rights, see: https://consumer.gov.au/australian-consumer-law/legislation.

General

The below conditions apply to all the terms and conditions on this page.

1. Updates
We may revise these Terms and Conditions from time to time by updating this web page. The revised terms will take effect when they are posted.

2. Severability
If any part of these Terms and Conditions should be determined invalid by reason of the relevant laws, it shall be removed without affecting the rest of the Terms and Conditions. The remaining Terms and Conditions will continue to be valid and enforceable.

3. No waiver
Failure to insist upon or enforce strict performance of any of these Terms and Conditions shall not constitute a waiver thereof.

4. Governing Law and jurisdiction
These Terms and Conditions shall be governed by, construed and enforced in accordance with the laws as follows:

(a) for bookings at Hotels located in Europe or America - the laws of Spain;
(b) for bookings at Hotels located in Asia, Africa, and Middle East – the laws of Thailand;
(c) for bookings at Hotels located in Australia - the laws of Australia; and
(d) for bookings at Hotels located in New Zealand – the laws of New Zealand.

In respect of any dispute over these Terms and Conditions and your stay at our Hotels, you agree to submit to the above jurisdictions and will submit to the exclusive jurisdiction (and will file any dispute in) of the following courts:

(a) for bookings at Hotels located in Europe or America, the courts located in Madrid, Spain;
(b) for bookings at Hotels located in Asia, Africa, and Middle East, in the courts located in Bangkok, Thailand;
(c) for bookings at Hotels located in Australia in the courts located in Queensland, Australia; and
(d) for bookings at Hotels located in New Zealand, in the courts located in Auckland, New Zealand.

The foregoing shall not apply to the extent that applicable law in your country of residence requires application of another law and/or jurisdiction and this cannot be excluded by contract.