Hogan Holidays booking terms and conditions

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Hogan Holidays Ltd, a company registered in England and Wales under company number 11149310, whose registered office address is at 79B Underhill Road, London, SE22 0QR trading as “Hogan Holidays| Luxury Travel” (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first-named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.  
We act in the following capacities: as a package holiday organiser and as a booking agent for hotel-only bookings. Our obligations to you may vary depending upon which arrangements you book with us and we have tried to set them out below as clearly as possible. Section A applies to bookings where we act as an agent and Section B applies to package holiday bookings organised by Hogan Holidays. Section C contains the terms which will apply to all bookings.

SECTION A: HOTEL-ONLY BOOKINGS WHERE WE ACT AS AGENT

This section applies to hotel bookings we make for you when acting as an agent and should be read in conjunction with Section C below.

Your contract

Hogan Holidays acts as a booking agent for the hotel(s) it books on your behalf. When you make a booking, you are entering into a contract with the hotel via Hogan Holidays, not with Hogan Holidays itself. As an agent, we accept no responsibility for the acts or omissions of the hotel or for the services provided by the hotel. The hotel’s terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

Payment 

For your security, payments online are made through secure servers and by phone with no recording, and no payment data kept on record. For all bookings, Hogan Holidays will take a credit card number that is forwarded securely to the hotel to guarantee your booking.  

Any advance deposits, additional fees or charges will always be clearly marked before you make your booking. Once paid, these deposit payments, additional charges and fees are non-refundable in the event of cancellation.

Your booking is confirmed and a contract between you and the hotel will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

Where an offer of availability is made by the hotel, your booking is not confirmed until you receive a booking confirmation. We, therefore, advise you to accept the offer as soon as possible after receipt in order to make a firm booking. You will be notified by email within 24 hours whether your booking has been confirmed. It is your responsibility to contact Hogan Holidays if a confirmation email has not been received.

All currency conversions are based on data from openexchangerates.org and are only valid on the date of booking. Payments are taken by us in Pound Stirling or Euro currency and may be subject to exchange-rate fluctuations (depending on the date charged).

Please note: any applicable VAT/taxes may be subject to change at any time.

Hotel’s Amendment & Cancellation Policy

If you wish to amend or cancel a confirmed booking, you must contact us. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the hotel. In all cases, once the booking is confirmed, you are subject to the terms and conditions of that hotel’s cancellation policy.

Hotel cancellation policies may outline a period before check-in when cancellations will be subject to payment of a cancellation charge. This period does not include the day of arrival – so, for example, a cancellation policy of ‘24 hours’ means a reservation must be cancelled at least 24 hours before the hotel’s stated check-in time on the day before arrival to avoid the penalty. Any cancellations must be made by emailing or phoning the Hogan Holidays Team as soon as possible.

Where applicable, refunds will be made by the same method used to pay for the booking. Any payment made by credit card will be returned to that card and any payment made by voucher/loyalty money will be refunded as a voucher or by reinstating the loyalty money as appropriate. Please note that all deposit payment and additional charges paid at the time of booking are non-refundable.

Any changes to a booking that involve the addition of sequential nights to a stay will be considered an amendment to the original booking, regardless of whether the extra nights are booked by the person who made the original booking, or by another guest with whom they are staying.

Changes and Cancellations by the hotel

We will inform you as soon as reasonably possible if the hotel needs to make a significant change to your confirmed booking or to cancel. We will also liaise between you and the hotel in relation to any alternative arrangements offered by the hotel but we will have no further liability to you. 

Accuracy of prices & descriptions

Hogan Holidays cannot be held liable for errors or omissions in bookings or pricing, either made by the hotel, or as a result of system failure of any kind. We reserve the right to amend advertised prices at any time.  We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.

We do our utmost to ensure all Hogan Holidays hotel information is accurate, however, hotel facilities may change at any time and any opinions expressed are subjective.

Our responsibility for your booking 

Your contract is with the hotel and its terms and conditions apply. As an agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Our exclusive deals & offers

Bookings for Hogan Holidays’ exclusive hotel offers or promotions are subject to the terms and conditions set by the hotel for its particular offer. All offers are subject to availability, which may change at any time. Offers may be subject to blackout dates which may be amended by the hotel at any time and which may not be specified on our website. Some hotels will require a deposit or full prepayment on booking, which may be non-refundable in case of cancellation. Any special terms will be stated on the booking and included in your confirmation. Hotel offers and promotions (and any applicable terms and conditions) are frequently added or amended, and will therefore only apply to completely new bookings. Reservations made before the start of the offer or promotion cannot be cancelled and rebooked at a lower rate. Please note that the normal Hogan Holidays extra may not always be applicable when booking a Hogan Holidays exclusive hotel offer or promotion. If it does apply it will be stated in the text of the offer.

Complaints 

Because the contract for your arrangements is between you and the hotel, any queries or concerns should be addressed to them. If you have a problem during your stay, this must be reported to the hotel immediately. If you fail to follow this procedure there will be less opportunity for the hotel to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. 

If you still wish to complain when you return home, you can contact us and we will liaise between you and the hotel in order to try to resolve your complaint. Please note that we do this as part of our customer service to you and as a gesture of goodwill only. We do not accept responsibility for dealing with complaints, nor do we have any liability for refunds or compensation. 

Visa, passport and health requirements

It is your own responsibility to ensure compliance with immigration, visa and health requirements. Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the arrangements you chose to book.  Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.

Bookings using vouchers/gift cards/loyalty money

Vouchers/gift cards/loyalty money is redeemable for stays at hotels in the Hogan Holidays collection when booking via the Hogan Holidays website or the Hogan Holidays Team.

Vouchers/gift cards/loyalty money is not redeemable directly with hotels or in any way with hotels that are not part of the Hogan Holidays collection. Loyalty money is given on all hotel stays booked through hoganholidays.com or through our Hogan Holidays Team. The amount earned is based on membership status at the conclusion of the stay. Loyalty money is not given on any bookings made directly with hotels.

When a hotel stay has been part-paid using loyalty money, further rewards will only be accrued on the portion that has been paid for in cash or by debit/credit card.

Hotel stays paid in whole or part with a voucher/gift card or loyalty money must be pre-paid in their entirety at the point of booking (except when the voucher/gift card or loyalty money used is less than the deposit amount). Though we understand that this can sometimes be a slight inconvenience, this is the best way of ensuring there is no confusion overpayment when you check out at the end of your stay.

A single-use voucher/gift card can only be used once.

Vouchers/gift cards are valid for 12 months after purchase. Loyalty money is valid for 24 months from completion of the qualifying stay after which it will automatically expire. Bookings must be made within this time, but stays can be taken outside of the validity period.

Vouchers/gift cards/loyalty money is redeemable only against accommodation costs. They may not be redeemed against incidental hotel costs or additional services.

Any outstanding unused credit will be held against the unique voucher/gift card code until used or the voucher/gift card/loyalty money expires.

Where a refund is applicable for cancelled bookings, the amount paid with vouchers/loyalty money will be refunded by the same method.

Vouchers/gift cards/loyalty money cannot be exchanged for cash.

Hogan Holidays reserves the right to decline to accept vouchers/gift cards where, in its opinion, a voucher/gift card is invalid for the booking being made.

Lost or misplaced vouchers/gift cards may be replaced subject to submission of proof of purchase, and the purchaser’s confirmation of the voucher’s/gift card’s intended recipient.

Pricing

The price of your travel arrangements has been calculated using exchange rates quoted in www.openexchangerates.org at the time of booking. 

Changes by You & Transfer of Booking

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first-named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £25 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable. 

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of £25 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us.  If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. 

If you cancel your booking

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling. Please revert to the conditions of the booking and confirmed. As our supplier may have different conditions, these are always explained and included in your travel documents and on the phone by our agents.

*In some cases the deposit may be a higher amount to secure your arrangements, this will be non-refundable and the charges will be added to the cancellation charges above

We will deduct the cancellation charge(s) from any monies you have already paid to us. 

Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. 

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. 

SECTION C – APPLICABLE TO ALL BOOKINGS

This section applies to all bookings you make with us. 

For all bookings, by making a booking, the first-named person on the booking agrees on behalf of all persons detailed on the booking that:

• A. He/she has read these terms and conditions and has the authority to and does agree to be bound by them; 
• B. He/she consents to our use of information in accordance with our Privacy Policy; 
• C. He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
• D. he/she accepts responsibility for payment of the arrangements on behalf of all persons detailed on the booking. 

Hogan Holidays Club terms and conditions

Membership terms
Membership is granted by booking through Hogan Holidays.

Member offers
Hogan Holidays members are eligible for several types of offers. HH Club Extras are additional gifts or services provided by the hotel for anyone booking that hotel through the Hogan Holidays website, app or Hogan Holidays Team – they’re offered once per stay, per room, unless otherwise specified. Hotel offers, such as free nights, reduced rates, or other special deals are available for limited periods and may be booked online or through the Hogan Holidays Team (info@hoganholidays.co.uk or 0203 372 5359). Please note that the HH Club extra may not be available in conjunction with hotel offers – see the individual offer for details. 

Any hotel participating in an offer to HH Club members must agree to honour the offer (subject to availability).

Members’ communication 
HH Club members receive communications from Hogan Holidays, which includes new hotel launches, offers and competitions. Your email address is not sold to or shared with third parties for marketing purposes but we may invite other companies to participate in our newsletter. If you wish to unsubscribe, you can do so here. 

Alteration of service or amendments to the conditions
We reserve the right to make changes to our website/app, policies, and these conditions of purchase at any time. You will be subject to the policies and conditions of conditions of purchase in force at the time that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

Special requests 

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can’t guarantee that they will be met and we will have no liability to you if they are not. 

Insurance (not included with your booking with us)

Adequate travel insurance is a condition of your contract with either us or the hotel in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; pre-exiting medical conditions and other expenses.

Jurisdiction and Applicable Law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England only. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

Accuracy                                                                                     

We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. Please note that special offers may be withdrawn without any notice.

Accommodation Ratings and Standards 

All ratings are as provided by the relevant supplier and these may differ from the official ratings. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

Force Majeure 

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, the threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. 

Disabilities and Medical Problems

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements.  It is your responsibility to provide us with full and accurate details on any special assistance you may require. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. 

Your Behaviour 

All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination, our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other services immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of the termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us. 

Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers.  Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us.  Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions.  Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

Data Protection and Privacy

Please see our data protection and privacy policy for full information regarding the way in which we use and store your personal data.