hotel.de AG operates a global hotel reservation system under the names of www.hotel.de, www.hotel.info and all affiliated partner sites. hotel.de GmbH, hotel.info reserveras, hoteleras S.L., hotel.info hotel booking Ltd., hotel.info Italia S.r.l. and hotel.info France S.A.R.L. are all subsidiary companies of the hotel.de AG Group. The following Conditions of Participation apply to all addresses and subsidiary companies of hotel.de AG hereinafter named "The Provider".
1. Scope
These general terms and conditions apply both to all non-binding reservation enquiries and to binding reservations of rooms or conferences using the agent's worldwide reservation system. You will receive and be required to accept detailed information and contract conditions that extend beyond the scope of these general business terms and conditions separately during the individual reservation and booking dialogues.
2. Content of service
The content of the service is the arrangement and conclusion of an accommodation or travel service contract, which shall enter into force directly between you and the hotel of your choice when you make a booking. The confirmed price is to be paid by you direct to the hotel. Any claims and obligations resulting from the accommodation or travel service contract exist directly and exclusively between the customer making the booking and the hotel chosen by that customer. If the length of stay indicated in the valid reservation is reduced, the hotel reserves the right to adjust the respective nightly rates according to the reduced length of stay.
3. Content of reservation
3.1 Standard bookings of hotels
A standard booking is generally valid until 6 p.m. local time. If you arrive later than 6 p.m., you may incur a fee. Please take note of the information provided by the individual hotel during the booking dialogue. After this time you are no longer entitled to accommodation. If you are unable to arrive before 6 p.m. local time, you must contact the hotel direct to let them know your planned arrival time. Occasionally non-standard bookings are also offered. There may be variations here with regard to the latest standard arrival time of 6 p.m. Please pay careful attention to the hotel's detailed booking conditions displayed during the booking dialogue and in your written booking confirmation. Bookings that are secured with a credit card must be held for the entire night.
3.2 Changes and Cancellations
Cancellations must be made through the agent's online system or customer service centre, and a valid cancellation code must be given. In cases where the cancellation is made through the hotel direct, the agent shall not be able to provide any information concerning possible discrepancies related to the time of cancellation or to the cancellation itself.
If the customer wishes to change a booking that has already been made (“rebook”) and does so by contacting hotel.de by e-mail or telephone, hotel.de is then authorised to store the customer’s personal information in order to carry out the rebooking.The customer’s rights to have data deleted in accordance with article 8.7 of these general terms and conditions remain unaffected by this.
The provider reserves the right to cancel any booking without further reference to the booking customer where there is incomplete, dubious or apparently false details of the booker or the traveller. This right also pertains to bookings from persons or registrations that have frequently been associated with “no shows” (i.e. non arrival at the hotel) or unpaid invoices in the past. In both cases there is no automatic right that the booking be honoured.
3.3 Hotel Categories and Hotel / Travel Information
The internationally popular hotel classification using stars offers non-binding information about a hotel's quality taking into consideration a self-assessment made by the hotel. All additional hotel or travel information and descriptions are based on information provided by the hotel.
3.4. Confirmed Prices According to Contract
All prices are the current lowest daily rates shown in the individual hotel's name and are valid for all bookings made through the agent's worldwide reservation system.
Bookings are made according to the agent's best, and lowest daily available rate at the time. This price is submitted directly by the hotel for the arrival date chosen, and is shown in the hotel's name. All of the supplier’s available last-minute, seasonal, weekend or special prices will automatically be taken into consideration during the booking process.
The price is provided by the hotel and includes local taxes and charges. If taxes and charges are listed separately, these are understood to be included in the price. The amount of tax may change at any time, therefore, information regarding such taxes is always non-binding. In some destinations additional local charges such as visitor's tax, city tax etc. may arise. Prices expressed in other currencies can be subject to changes in the exchange rate and therefore are shown only as a guide without guarantee. The accommodation agreement and billing are made directly with the hotel.
3.5. Pooling of related individual bookings
If a group booking is created from individual bookings made in succession or in parallel by a participant or participant group, the hotel or agent may pool the individual bookings into one group booking and modify the booking and cancellation terms and conditions. If the new terms and conditions are not accepted by the customer making the booking, the hotel or the agent may cancel the reservations. Please note: you may only assign your claim to the reserved travel service to another person with the express consent of the agent. The agent reserves the right to cancel reservations without reference to the booking person that are incomplete, or where incorrect information about the booking person or travelling person has been entered.
3.6. Requests and bookings via our Meeting Tool
Our database is used to provide information, handle enquiries and make reservations in respect of conference hotels and service-providers. In the event of a reservation being made, the relevant agreement enters into force exclusively between you and the respective service-provider. Any other conditions referred to here shall have no effect on the conditions governing the booking made using the Conference tool. Reference is therefore made to the corresponding general terms and conditions of business of the hotels and service-providers.
Once the enquiry form has been completed, your enquiry will be forwarded through the system by e-mail to your selected hotels. The hotels will only be given your company name and not your personal data. The hotels will then provide you with corresponding offers directly through the system to your PC by e-mail. If you decide to accept one of the offers from a hotel, the agent will be given a binding instruction to arrange for an agreement to be drawn up between you and the hotel/service-provider. In the event of a reservation being made, the hotel will be provided with your personal data and requested to contact you to arrange the details of the booking. The service-provider will provide you with a contract which will include the reservation and cancellation terms and conditions. You must sign this contract and return it to the hotel. In the event of a cancellation, both the agent and the service-provider must be informed direct.
At the end of the conference/event the booking agent will request a copy of the original invoice in order to be able to assess and list the actual services provided
3.7. Bookings via Bonus Programmes
The agent also offers the option of making reservations through bonus programmes operated by renowned partners. The hotel booking must be made using the link integrated into the partner's website. A rebate shall be made approximately 6 weeks after the end of the month in which the guest checked out. Information on the amount of the rebate will be provided by the partner in question. Bookings for hotels in the Marriott chain are excluded from bonus payment. In the case of a booking through a bonus programme, the member, in the capacity of the customer making the booking, must be the person making the trip. The rebate shall be granted for the bonus programme member plus one companion. The Affiliate shall not receive any commission for bookings made by bonus-programme participants through the agent’s service centre. It is not possible to combine different discount models.
3.8 Requests by telephone to the agent's service centre
Registration is required when making reservations by telephone through the service centre. The person registering must provide information such as name, address, e-mail address and/or fax number, as well as bank information or credit card information where needed in order to complete the reservation.
Completion of the telephone registration by the agent’s service centre indicates the customer’s acceptance of the hotel.de AG terms and conditions.
In order to allow customers to make reservations, cancellations or changes, they will be required to authenticate themselves by providing relevant information. The corresponding customer number will be required, along with a cancellation code in the case of a cancellation. The agent reserves the right to refuse reservations, cancellations or modifications if the customer is unable to provide sufficient information orally or in written form as proof. It is not permitted for customers to make bookings, cancellations or changes on behalf of third parties.
Before completion of a telephone reservation, cancellation or modification, the service centre agent will reconfirm the information with the customer orally. This confirmation and any resulting reservation, cancellation and/or modification is binding for the customer and is accepted on completion of the oral confirmation of information.
If there is corresponding availability on hotel web sites the agent may make bookings outside the system. The customer will be informed of this and must agree to the fact that the binding reservation is only valid for the hotel once the hotel has reconfirmed the reservation in writing and that alterations may not be possible. Group bookings that are made through the customer service centre are not effected by this.
4. Newsletter
You may cancel your subscription to the agent's newsletter to which you subscribed when registering or making your first reservation by using either the link in the newsletter or the link on our homepage.
5. Prize draw
If you wish to take part in our prize draws you must register so that you can be informed of any prizes that you win and to ensure that each participant only enters once. Once the winner has been drawn, the prize draw partner shall be informed by e-mail. In order to authenticate the winner, the relevant data (name and address of winner) will be forwarded to the hotel. The hotel shall be instructed that the data is only to be used for the purposes of redeeming the voucher and that any further use is prohibited.
In individual cases we will ask, at the prize draw partner's request, if you agree to your data being disclosed to the partner. In such cases you will consent to the disclosure of data by submitting a separate declaration.
6. Customer evaluation
After returning from their trip, customers have the opportunity to submit a hotel review. This can include information on the quality of the room, noise levels in the room, cleanliness, friendliness and expertise of staff, value for money, food, sport and leisure facilities. This evaluation can only be edited for 3 days following its initial submission. The agent reserves the right to delete evaluations without being required to give a reason.
7. Miscellaneous
7.1 Acceptance of data
All information has been gathered and prepared with the greatest care. However, we accept no liability for any errors made during data entry or transmission.
7.2 Information on right of cancellation
Customers may cancel their registration with the agent in writing at any time. The agent may also cancel a participant's registration for good reason. The agent also reserves the right to cancel reservations for which incomplete, dubious or seemingly incorrect information on the booking person or travelling person has been entered. This right also pertains to bookings from persons or registrations that have frequently been associated with “no shows” (i.e. not turning up) or outstanding invoices in the past.
7.3 Applicable law
German law applies. The place of jurisdiction is Nuremberg, Germany.
8. Comments on data protection
The agent would like to increase your trust in the online reservation of hotels. Therefore we give a full overview as to what information will be required from you and how this information will be used.
The agent guarantees that data protection clauses pursuant to the Data Protection Act of the Federal Republic of Germany are adhered to.
8.1 Anonymous use of our reservation service
In general, it is possible for you to access our reservation service without disclosing any personal information allowing you to view the hotel offers anonymously. This means that you can obtain prices and hotel descriptions without having to register.
8.2 Data collection within the booking process
If you wish to be listed with the agent as a booking customer or as a hotel we shall require personal data, such as your name, address, telephone number and e-mail address, in order to process transactions. You will receive full notification whenever this information is gathered during your registration. This information is mandatory. The scope of data required can be seen in the registration form. The information is required in order to process arrangements pertaining to the contractual relationship. In the event that correct data is not provided, the hotel and/or the agent is authorised to cancel bookings without the need to consult with the booking customer. In addition you will receive the agent's newsletter regularly on the basis of this mandatory data. You can cancel your subscription to this newsletter at any time. Entering information marked as optional is not necessary for registration. If you enter optional information it will be evaluated in an anonymous form for statistical purposes.
In cases where your registration or booking through hotel.de is connected with a bonus programme of an external partner they are authorised to use this data in accordance with their terms of business
In addition to booking with registration, the agent also provides an option for booking without registering. In the 3. stage of the booking you can decide whether or not you wish to register during your booking. In the case of a booking without registration your information is sent only once to the corresponding hotel.
8.3 Transaction data
If you appear as a booking customer or as an hotel the agent forwards the data required for the accommodation contract which you provided to us during booking to the individual contract partners. Your own enquiries and/or bookings will be recorded only for the purpose of making this information accessible to you.
8.4 Usage profiles
The agent does not create any personalised usage profiles. Whenever you visit the agent's reservation platform, the information on your visit is recorded anonymously and cannot be linked to you. Data gathered in this way is used by the agent in order to improve website usability and design.
8.5 Cookies
The agent uses a technology known as "cookies". Cookies are set during registration in order to authenticate the user during his/her active session. It is also possible to use the agent's site without cookies.
8.6 Right to information
As a registered user you are entitled to receive information free of charge in respect of the data that we hold on you. This information can only be accessed in writing.
8.7 Deletion
On request we will delete your complete data immediately. The request for the deletion of your data must be submitted in writing. Please note that data can only be deleted once all outstanding transactions have been completed.
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