Terms of service

These terms (the "Terms") form a legal agreement between you and Hot Group Holdings Ltd ("HotHotels", "we", "us" or "our") and govern your access to and use of the HotHotels website, our mobile applications and any related services (together, the "Service"), and any hotel booking you make through us. By accessing the Service, creating an account, or making or attempting a booking, you confirm that you have read, understood and agree to be bound by these Terms, together with our Privacy Policy, Cookie Policy, and any rate-specific or supplier terms presented at booking. If you do not agree, do not use the Service and do not book.

These Terms include important limitations on our responsibility (see Our role, Suppliers and hotels, Disclaimers and Our liability to you) and the cancellation and refund rules for bookings.

1. Agreement and how to read these Terms

These Terms apply in full to every use of the Service. Additional rate, supplier or hotel terms shown at checkout form part of your Booking. If there is a conflict, the Rate terms control the hotel stay.

You shall not complete a Booking unless you have read and accepted these Terms. Checkout text and emails are promotional summaries and do not confer rights additional to these Terms. Completion of payment constitutes acknowledgement that you had a reasonable opportunity to read these Terms and that you accept them in full.

We may refuse, suspend or terminate access to the Service or a Booking where we reasonably believe there is fraud, abuse, a sanctions issue, a pricing or availability error, or a breach of these Terms.

2. Who we are

The Service is operated by Hot Group Holdings Ltd, a company registered in England and Wales (company no. 17154361; registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ), trading as HotHotels. You can reach us at support@hothotels.co.

For hotel Bookings paid through the Service, HotHotels (or the entity we nominate) is typically the merchant of record: you pay us, we pay the relevant Supplier, and the Hotel delivers the stay. That does not make us the hotel, the Supplier, or the provider of the accommodation.

3. Definitions

• "Booking" — a confirmed reservation for accommodation made through the Service.
• "Supplier" — a third-party wholesale travel partner that supplies hotel inventory, rates and terms to us (including bedbanks and similar aggregators).
• "Hotel" — the accommodation provider that owns or operates the property and delivers your stay.
• "Rate" — the specific room, board, price, payment type and cancellation policy you select at the moment of booking.
• "Lead guest" — the person named as primary guest and responsible for the Booking.

4. Our role — booking intermediary, not the hotel

HotHotels is an online travel agent. We display hotel inventory and rates supplied to us by Suppliers and pass your Booking through to the relevant Supplier and on to the Hotel. We do not own, operate, control, manage or contract with the hotels listed on the Service, and we do not provide the accommodation ourselves.

When you complete a Booking, you enter into the arrangement for your stay with the relevant Supplier and Hotel, on the Rate terms and the Hotel's own house rules, check-in policies and conditions of stay. HotHotels acts as the booking intermediary and handles payment collection, but is not the provider of the stay. Suppliers and Hotels are independent contractors and are not our agents or employees. Except as expressly set out in these Terms and to the extent required by law, we are not responsible or liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any Supplier or Hotel, or for any personal injury, death, property damage or other loss arising from the accommodation or your stay.

5. Eligibility

You must be at least 18 years old and able to enter into a legally binding contract to make a Booking. If you book for other guests, you confirm that you are authorised to act on their behalf, that you are responsible for the Booking, and that you have made them aware of and they accept these Terms and the applicable Rate and Hotel rules (including any age, identification and check-in requirements).

You must not use the Service if you are subject to applicable sanctions or if providing the Service to you would be unlawful. We may request identification or additional verification before completing a Booking.

6. Your account

You do not need an account to search, but an account may be required for some booking features. You are responsible for keeping your credentials secure and for all activity under your account. You agree to provide accurate, current information and to update it if it changes. Notify us immediately at support@hothotels.co if you suspect unauthorised access. We may suspend, restrict or close an account, or refuse or cancel a Booking, where we reasonably believe it is being used fraudulently, unlawfully, or in breach of these Terms.

You may not transfer your account or Bookings to another person. Closing your account does not cancel an existing Booking; you must cancel the Booking separately under section 11.

Authentication may be effected by one-time email code, by password (if you have created one), or by a third-party identity provider (including Google). Successful verification creates or authenticates a HotHotels account. You are not required to create a password in order to complete checkout. A password may subsequently be set in account settings if and when that function is made available. We are not liable for the availability, acts or omissions of any third-party identity provider.

Using the website

This section applies to use of the Service other than a confirmed Booking, including search, hotel pages, city and collection pages, deals, saved hotels, help, contact and account tools.

Display of a hotel, price, collection or promotion constitutes an invitation to treat and not an offer capable of acceptance by screenshot, email, recollection or otherwise. A contract for accommodation is formed only upon confirmation of a Booking in accordance with section 7.

Availability and prices are subject to change at any time prior to confirmation. A Rate previously displayed on search results, a hotel page, an email or an advertisement may subsequently be unavailable or may be offered at a different price. We may issue a revised quotation prior to payment. You have no accrued right to any prior quotation. If you do not accept the price displayed at payment, you must not proceed.

Saved hotels, collections and editorial pages are provided for convenience and promotional purposes only. They do not constitute a reservation, a price lock, or an entitlement to any promotion. City pages, collections and the deals page may be curated or promotional and may omit inventory.

Communications from help, chat, telephone or automated support (including any voice assistant) are provided for assistance only. They do not vary a Rate or create a discount except as these Terms expressly provide. Only a written confirmation issued by us following a completed Booking or change is binding. In the event of conflict between a support communication and these Terms or the Rate, these Terms and the Rate shall prevail.

7. Making a booking

The price, room type, dates, board, cancellation policy and any rate-specific notes shown at the moment you confirm form the binding terms of your Booking. Your Booking is confirmed only when both of the following are issued:

• the on-screen confirmation showing your booking reference (in the form HH-XXXXXX); and
• a confirmation email to the address you provided, including your Supplier reference where available.

If you do not receive both within an hour, contact support@hothotels.co before assuming your Booking is confirmed. All Bookings are subject to availability at the Supplier. A payment authorisation or pending status is not a confirmed Booking.

We reserve the right to refuse, cancel, freeze or decline to process any Booking (including a confirmed one) where the price or other material information was inaccurate, where availability cannot be secured with the Supplier, where a Supplier or Hotel rejects or cannot fulfil the reservation, or where we reasonably suspect fraud, error or a breach of these Terms. Where we cancel for those reasons and you have paid, we will refund the amount you paid us for the affected Booking (less any amount the Supplier is entitled to retain under the Rate, if the Rate already allows a retention). We are not liable for alternative accommodation, difference in price, or consequential loss if a Booking cannot be fulfilled.

8. Prices, taxes and fees

Prices are shown in the currency you select and, unless clearly stated otherwise, include the room price and the taxes and fees payable to us at the time of booking. HotHotels does not charge a booking fee or card handling fee. If you choose to pay monthly, an admin fee is added to each payment (see Paying monthly). The price you confirm at payment is the price we charge for the stay. Some taxes, tourist or city charges, resort fees, deposits and incidentals are levied by the Hotel and payable directly to it on arrival or departure (see section 10); where we are aware of these we disclose them, but they are set and collected by the Hotel, not by us.

Prices shown per night

Where we show a price "per night", it is the total for the whole Booking divided by the number of nights, rounded to the nearest pound, and is shown to help you compare stays. It is not the amount we charge. You pay the total for the Booking, which is shown alongside the price per night. A monthly payment shown as "a month" is a payment for the whole Booking, before any admin fee. The amount and date of each payment are shown at checkout before you pay and in your confirmation.

Where we show a price "per person" or "pp", it is the total for the stay divided by the number of guests, rounded to the pound. It is not the price for one guest alone: with two guests, a stay shown as £100pp is £200 in total, and the total is shown beside it.

Prices can change at any time before a Booking is made, and the same stay may be priced differently at different times. We do not guarantee that a Rate is the lowest available anywhere, that it will remain available, or that a later search will match an earlier quote. We do not offer price-match, price-beat or a promise that a competitor, the Hotel's own site, or another date of search will be higher or lower. A "from" or per-night figure is a guide for the dates and occupancy then selected; the amount due is the stay total shown at payment, which may include multiple rooms, extra nights, or a currency conversion.

Displayed currency conversions are estimates. The amount we charge in the payment currency, and any conversion your card issuer applies, may differ. You are not entitled to a refund of an issuer fee or a difference between an on-screen estimate and the amount that appears on your statement.

Despite our best efforts, a Rate may occasionally be listed with an obvious error (for example a clear pricing error). We are not obliged to honour a Booking made at an obviously incorrect price, even after confirmation. Where an obvious error occurs we may cancel the affected Booking and refund you in full, or offer you the chance to keep the Booking at the correct price. You agree that a price that is substantially below the market rate for the same stay, or that is inconsistent with the Rate notes or other listings, may be treated as an obvious error.

9. Payment, authorisation and chargebacks

Payment for Bookings is taken at the time of booking, unless you choose to pay monthly (see Paying monthly), to pay later (see Paying later) or a Rate is expressly labelled as pay-at-hotel, which we do not currently offer as standard. Payment is processed by our third-party payment processor (currently Stripe). Full card details are handled by the processor and are not stored on our servers as card numbers. By making a Booking you authorise the charge against the payment method you provide and confirm that you are the legitimate cardholder or are authorised to use it. Your card issuer may apply its own charges (for example a foreign-transaction or currency-conversion fee); those are set by your bank, are outside our control, and we are not responsible for them.

We may place an authorisation, capture in one or more steps, and retry a declined payment. A failed payment means the Booking is not complete. If we reasonably believe a payment is fraudulent or unauthorised we may cancel the Booking.

If you raise a chargeback, payment dispute or claim for a charge we were entitled to take under these Terms or the Rate, you agree that we may contest it, provide the processor and your bank with Booking records, suspend your account, and recover our costs including the disputed amount, processor fees and reasonable administration costs. Raising a chargeback does not cancel the Hotel reservation; you remain responsible for the stay under the Rate unless the Booking is cancelled through us in the normal way.

Paying monthly

Where we offer it, you may pay for a Booking with a deposit at the time of booking and the rest in monthly payments (a "monthly plan"). You choose the day of the month the payments are taken, from the 1st to the 28th; the first is at least 14 days after you book. The deposit, and the amount and date of every payment, are shown at checkout before you pay and in your confirmation. Your Booking is confirmed when the deposit is taken. Every payment falls due before the free cancellation deadline on your Rate, so the stay is paid for in full before that deadline. A monthly plan is a way of paying for your stay in advance: it is not a loan or credit, and no interest is charged.

• Low deposit. Where we offer it, you may instead pay the deposit and then one or two later payments, a top-up and a final payment (a "low deposit plan"), on the dates shown at checkout before you pay and in your confirmation, taken on the day of the month you choose. Everything in this section applies to a low deposit plan as it does to a monthly plan.
• Admin fee. An admin fee of £4.95 is added to each payment under a monthly plan, the deposit included. The deposit's admin fee is taken with the final payment, so the deposit itself is charged without one. It is charged in addition to the price of the stay and is shown in the payment amounts at checkout. There is no admin fee when you pay in full.
• Plans are in pounds. Every payment under a monthly or low deposit plan, and the admin fee, is set and charged in pounds sterling. If you view prices in another currency, the amounts shown for the deposit and each later payment are estimates at the exchange rate on the day you book; the amount in pounds is given at checkout and is the amount you agree to. What each payment comes to in your own currency depends on the rate, and any fee, your card provider applies on the day it is taken.
• Admin fees are non-refundable. They are not refunded if the Booking is cancelled — whether you cancel it, including before the free cancellation deadline, or we cancel it under this section — or if any other refund is made on the Booking.
• The deposit is non-refundable. It is not refunded if the Booking is cancelled — whether you cancel it, including before the free cancellation deadline, or we cancel it under this section. If the Hotel cancels your Booking, or we cancel it for a reason other than a missed payment, we refund the deposit with the other payments you have made toward the stay. A plan booked under an earlier version of these Terms keeps the refund terms it was booked under.
• Taking payments. By choosing a monthly plan you authorise us to charge the card you pay the deposit with for each later payment, on or after its due date, without asking you again.
• Paying early. You can pay the rest of the balance at any time in Manage booking. It is taken as one payment, with one admin fee, and no further payments are then due.
• If you cancel. If you cancel before the free cancellation deadline, we refund the payments you have made toward the stay after the deposit; the deposit and the admin fees are not refunded. After that deadline the Rate's cancellation policy applies as it does to any other Booking, and any refund is never more than you have paid after the deposit.
• If a payment fails. We will email you and try the payment again 3 days later. We do not charge late or failed-payment fees. If a payment is still unpaid 7 days after its due date, we may cancel the Booking. If we do, we keep the deposit and refund the other payments you have made toward the stay; admin fees are not refunded.

Paying later

Where we offer it, you may confirm a Booking without paying anything at the time of booking and pay for the stay in one payment on a later date ("pay later"). The amount and the date of that payment are shown at checkout before you confirm and in your confirmation. The date is 6 days before the free cancellation deadline on your Rate, so the stay is paid for in full before that deadline. Your Booking is confirmed when you confirm it at checkout. Paying later is a way of paying for your stay in advance: it is not a loan or credit, and no interest, deposit or admin fee is charged for it.

• Card check. When you book we check your card by holding £1 on it. The hold is released as soon as your Booking is confirmed and is never taken, though your card provider may show it for a few days.
• Taking the payment. By choosing pay later you authorise us to charge the card you book with for the stay, on or after the payment date, without asking you again. Where the payment date is more than 30 days after you book, we email you a reminder 7 days before it.
• Paying early. You can pay for the stay at any time before the payment date in Manage booking. There is no fee for doing so.
• If you cancel. If you cancel before the payment is taken, you pay nothing. If you cancel after it is taken and before the free cancellation deadline, we refund it in full. After that deadline the Rate's cancellation policy applies as it does to any other Booking.
• If the payment fails. We will email you and try the payment again 2 days later. We do not charge late or failed-payment fees. If the payment is still unpaid 4 days after its due date, we may cancel the Booking. If we do, nothing is owed and there is nothing to refund, because nothing was taken.
• One at a time. You may have one pay later Booking that is not yet paid for at a time. Once it is paid for, or cancelled, you may make another.
• In pounds. The payment is set and charged in pounds sterling. If you view prices in another currency, the amount shown is an estimate at the exchange rate on the day you book; the amount in pounds is given at checkout and is the amount you agree to.

10. Amounts payable at the property

Some charges are collected by the Hotel directly and are not part of what you pay us at booking. These may include city or tourist taxes, resort or facility fees, parking, cleaning or service charges, and a refundable deposit or pre-authorisation for incidentals. The Hotel sets these amounts and its own payment and pre-authorisation rules. They may be charged in the Hotel's local currency, and exchange rates and tax rates may change between booking and stay. You are responsible for paying any such amounts to the Hotel. Failure to do so may result in the Hotel refusing check-in or services, with no refund from us beyond what the Rate's cancellation policy already allows.

11. Cancellations, changes and refunds

The cancellation policy attached to your Rate at the moment of booking is the policy that applies. We display that policy — supplied by the Supplier — on the rate selection screen, the confirmation page and the confirmation email. Please read it before you confirm. Most Rates fall into one of three categories:

• Free cancellation until a stated deadline — a full refund if you cancel before the deadline, and (unless stated otherwise) no refund after it. On a monthly or low deposit plan the deposit and the admin fees are not part of that refund (see Paying monthly).
• Partial — a full refund up to a stated date, then a defined fee is retained.
• Non-refundable — the Booking is final and no refund is due once it is confirmed.

You can cancel or request a change from the manage booking page. Changes (for example to dates, room or names) are not guaranteed and are subject to the Supplier's and Hotel's approval; a change fee or a new rate may apply, and we are not liable for changes the Supplier or Hotel rejects. Where a refund is due, it is calculated against the cancellation tier in force at the time you cancel, issued to the original payment method, and typically appears within 5–10 business days depending on your bank. We issue a refund only once the Supplier has confirmed the cancellation. The amount refunded shall not exceed the sum the Supplier permits us to recover. If a Supplier declines a cancellation, we shall notify you.

Refunds are of the amount you paid us for the Booking, adjusted for the Rate policy. They do not include monthly plan admin fees (see Paying monthly), issuer fees, currency conversion differences, or amounts paid to the Hotel at the property.

You acknowledge there is generally no 14-day cooling-off right for a hotel Booking for specific dates (see section 29).

12. No-shows, partial stays and early departure

If you do not check in (a "no-show") or you leave early, the cancellation policy on your Rate applies and no refund is due beyond what that policy allows. If you intend to check in for later nights of a Booking but will miss the first night, you must contact us no later than the original check-in date to keep the rest of the Booking; otherwise the Hotel may treat the whole Booking as cancelled, and any refund will be limited to what the Rate's cancellation policy allows.

13. At the hotel — check-in, identification and house rules

Your stay is subject to the Hotel's own terms, house rules and check-in policy. In particular, you are responsible for meeting the Hotel's requirements, which commonly include:

• presenting valid photo identification in the lead guest's name that matches the Booking;
• meeting any minimum age requirement for check-in;
• providing a payment card and authorising a deposit or pre-authorisation for security and incidentals;
• paying any resort, cleaning, tourist-tax or other ancillary fees due at the property; and
• holding any documentation the Hotel or destination requires (for example passport, national ID or visa).

If you do not meet these requirements, the Hotel may refuse check-in or access to services, and no refund shall generally be due from us. If you encounter difficulty on arrival you must contact us promptly. If you make alternative arrangements without first contacting us, we may be unable to assist or to refund. Complaints as to the room, cleanliness, noise or hotel staff must be raised with the Hotel at the time. We are not the Hotel and cannot compel an upgrade or a refund beyond the Rate.

14. Special requests and accessibility

Special requests (such as a high floor, a particular bed type, adjoining rooms, an early check-in or late check-out) are passed to the Hotel but cannot be guaranteed and do not form part of your Booking. If a specific need is essential — including any accessibility requirement — you must confirm directly with the Hotel that it can be met before you rely on it. We are not liable if a special request is not fulfilled.

15. Accuracy of listings and content

Hotel content (names, descriptions, photographs, amenities, star ratings, addresses, maps and reviews) is supplied by our Suppliers or the Hotels themselves. We take care to display it accurately, but we do not warrant that it is complete, current, reliable or error-free, and we are not liable for errors or omissions in it. Photographs and amenity lists are indicative; the actual room and facilities are provided by the Hotel. Star ratings and review scores are not our grading. You are encouraged to check the Hotel's details before booking.

16. Suppliers and hotels (third parties)

When you book, the terms and conditions of the relevant Supplier and Hotel also apply to your Booking and stay, in addition to these Terms. If you breach a Supplier's or Hotel's terms, your reservation may be cancelled or you may be denied access to the property or its services, you may forfeit amounts paid, and your account may be charged for any costs we incur as a result. Suppliers and Hotels are independent third parties. Any dispute about the accommodation, its condition, quality or suitability, or the conduct of Hotel staff, is between you and the Hotel. We have no obligation to mediate or participate, although we may do so where we reasonably consider it appropriate.

We may fulfil a Booking through more than one Supplier over time. A change of Supplier reference that does not change the Hotel, dates or Rate you confirmed is not a new contract with you.

17. Currency, travel documents and international stays

Any currency conversion shown on the Service is an estimate for guidance only and is based on publicly available rates. The actual rate applied to your payment is set by your card issuer, which may also add a conversion or transaction fee. For amounts payable at the Hotel, the Hotel's or your bank's rate applies at the time of payment and may differ from the estimate shown at booking. Where your Booking is for a Hotel outside your home country, you are responsible for meeting all passport, visa, entry, health and insurance requirements for your trip. We make no representation that travel to any destination is advisable or without risk, and we are not liable for any loss arising from your being unable to travel or being refused entry.

18. Your responsibilities and acceptable use

You agree not to:

• use the Service for any unlawful purpose or to make speculative, false or fraudulent bookings;
• use the Service on behalf of anyone without their authority, or provide false or misleading information;
• scrape, crawl, copy, resell, reproduce, frame or redistribute the Service or its content (including hotel listings, photographs and rates) without our prior written consent;
• use any robot, spider, data-mining or similar automated tool to access or extract data from the Service;
• reverse engineer, decompile or attempt to derive the source code of the Service, except as permitted by law;
• probe, scan or test the vulnerability of, or breach or circumvent any security or authentication measures of, the Service;
• introduce any virus, malware or other harmful code, or otherwise interfere with or disrupt the Service;
• create multiple accounts to obtain extra promotions; or
• use the Service to build or benefit a competing product or service.

We may suspend or terminate your access to the Service for any breach of this section, refuse Bookings, and refer suspected fraudulent, abusive or illegal activity to the relevant authorities.

19. Guest reviews and user content

Where the Service lets you submit reviews, ratings, comments or other content, you must not submit anything that is unlawful, misleading, defamatory, obscene, threatening, infringing of others' rights, or that contains malicious code or spam, and you must not impersonate any person. You are responsible for the content you submit and confirm you have the right to submit it. You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, adapt, publish and display that content in connection with the Service. Any feedback or suggestions you send us may be used by us without restriction or compensation to you. We may (but are not obliged to) review, edit or remove submitted content.

20. Deals, promotions, marketing and exclusion of additional entitlements

For the avoidance of doubt, no promotional statement shall be construed as conferring a right to a reduced hotel charge or a cash rebate other than as expressly provided in the welcome offer below.

Welcome offer: £50 off your first booking

If you have not booked with us before, we take £50 off your first Booking at a selected hotel when what you pay us for the stay, before the offer, is at least the minimum spend for that stay. The minimum spend depends on the hotel, the stay and how you reached us; it does not include taxes or charges paid at the hotel. A price that includes the offer says so (for example, "Save £50"), and checkout shows the offer before you pay. If a price does not say so, the offer does not apply to it. There is no code to enter.

• First Bookings only. The offer does not apply if you have booked with us before, including under the same email address or from the same device.
• One Booking. It applies once, to the Booking it was taken off. A change of dates is priced as a new stay, without the offer.
• Refunds. Any refund is worked out on what you actually paid, after the offer.
• No cash alternative. The offer is taken off the price you pay. It cannot be exchanged for cash, credit or anything else.
• Changes. We may change or end the offer at any time; this does not affect a Booking already made. We may refuse the offer where we reasonably believe it is being misused, for example by using several email addresses to claim it more than once.

Any deal, discount or promotional rate is subject to availability and to any additional terms stated with the offer, may be withdrawn or changed at any time, and applies only to the specific Rate, dates, occupancy and payment you complete. If you do not complete a Booking on those exact terms, you have no right to the promotion. We may refuse to apply a promotion where we reasonably believe it is being abused, stacked contrary to its rules, or claimed after it has ended.

Struck-through, "was", "typical" or comparison prices, where displayed, are a reference against a comparable stay or a previous displayed price. They do not mean you were charged that higher amount, that the Hotel charged it, or that the higher price is available to book. They are not a representation that you have saved that difference in cash. On search results, a crossed-out price shown with "Save £X" is what the same stay (the same hotel, room, dates and guests) cost on the Service at our earlier pricing, before our latest price reduction; the saving is the difference between that price and the price shown now.

We do not run a general price-match programme. A customer-support courtesy (for example a goodwill gesture) is discretionary, is not an admission, and does not set a precedent.

21. Intellectual property

The Service, its design, the HotHotels name, logo and brand, and the underlying software are owned by Hot Group Holdings Ltd or its licensors and are protected by intellectual property laws. Nothing in these Terms grants you any right to use our trademarks or brand without our prior written consent. Hotel content remains the property of the Suppliers or Hotels that provide it. You are granted a limited, personal, non-exclusive, non-transferable right to use the Service for researching and making genuine bookings, and for no other purpose.

22. Disclaimers

The Service is provided on an "as is" and "as available" basis. We do not warrant that the Service will be uninterrupted, secure or error-free, that inventory or any particular Rate will be available, that you will always receive the lowest available price, or that content provided to us by third parties is accurate or complete. To the fullest extent permitted by law, and subject to section 23, we disclaim all warranties, conditions and representations not expressly set out in these Terms, whether express, implied or statutory. Nothing in this section affects the statutory rights you have as a consumer that cannot be excluded under applicable law.

23. Our liability to you

HotHotels acts as a booking intermediary. We are not responsible for the accommodation provided by the Hotel, the acts, omissions or negligence of any Supplier or Hotel, or any loss, damage or injury arising during or in connection with your stay. Where we are liable to you in connection with a Booking, our total liability is limited to the total amount you paid us for that Booking.

We are not liable for any indirect or consequential loss, or for loss of profit, goodwill, data or opportunity. We are not liable for failures or delays caused by matters outside our reasonable control (see Force majeure).

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded — including your statutory rights as a consumer in the United Kingdom.

24. Your indemnity to us

You agree to indemnify and hold harmless HotHotels and its officers, employees and agents from and against any losses, liabilities, costs and reasonable expenses arising out of or relating to your breach of these Terms, your breach of a Supplier's or Hotel's terms, your misuse of the Service, a chargeback you raise without basis, or your violation of any law or third-party right. This section does not apply to the extent a loss results from our own negligence or breach, or is otherwise not permitted to be shifted to you under applicable law.

25. Force majeure

We are not liable for any delay or failure to perform our obligations to the extent caused by events outside our reasonable control — including (without limitation) natural disasters, extreme weather, fire or flood, epidemic or pandemic, war, terrorism, civil unrest, government action or advisory, strikes or labour disputes, and Supplier, Hotel, Stripe or payment-system outages. Force majeure at the Hotel or destination is a matter between you, the Hotel and the Rate; we are not an insurer of your trip.

26. Privacy and electronic communications

We process personal data in accordance with our Privacy Policy, which forms part of these Terms. To fulfil a Booking we share the information necessary to complete your stay (such as guest names and stay details) with the relevant Supplier and Hotel.

The Service is provided electronically. You agree that we may provide confirmations, invoices, disclosures and other communications by email and in the Service, and that these satisfy any legal requirement that such communications be in writing. Keep your contact details current. We are not responsible for loss arising from your failure to read a communication we have properly sent. Service-related messages about Bookings are not marketing; you can opt out of optional marketing at any time. If you start a Booking and give us your email address but do not complete it, we may send you one reminder about that Booking, which may include an offer; it carries an unsubscribe link.

27. Complaints and dispute resolution

Complaints should be addressed to support@hothotels.co quoting your booking reference or account email. Complaints concerning the accommodation itself should also be raised with the Hotel at the time. UK consumers may also seek information from the Competition and Markets Authority. You may also have the right to use the EU ODR platform or an alternative dispute-resolution body where applicable.

28. Governing law and jurisdiction

These Terms, and any dispute arising from or related to them or the Service, are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, except that, if you are a consumer, you may also bring proceedings in the courts of the part of the United Kingdom or the country where you are habitually resident, and you retain the benefit of any mandatory consumer protections of that place. We may bring proceedings to protect our intellectual property or confidential information in any appropriate court. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

29. Accommodation only; consumer cancellation rights

HotHotels provides accommodation-only bookings. We are not a package organiser, and a single hotel Booking made through us is not a "package" under the Package Travel and Linked Travel Arrangements Regulations 2018. Because Bookings are for accommodation to be provided on specific dates, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to the hotel Booking — your cancellation and refund rights for the stay are those set out in the Rate's cancellation policy and in section 11. This does not affect any other statutory rights you have as a consumer.

30. Changes to these Terms

We may update these Terms from time to time. The revised version takes effect on the "Last updated" date shown at the top of this page. For hotel Bookings, the version in force when you confirmed the Booking continues to apply to that Booking. Continued use of the Service after we post a change is acceptance of the revised Terms for the future. Material changes will be highlighted on the Service and, where practicable, communicated by email to active customers. If you object, your remedy is to stop using the Service.

31. General

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions continue in full force. Our failure to enforce a right is not a waiver of it. You may not transfer your rights under these Terms without our consent; we may transfer ours to a successor of our business without affecting your rights. Nothing in these Terms creates a partnership, joint venture or agency between you and us beyond the intermediary role described above. These Terms, together with our Privacy and Cookie policies and the Rate and Supplier terms presented at booking, form the entire agreement between you and us regarding the Service. They replace all prior discussions, emails and sales conversations about the same subject. A person who is not a party to these Terms has no right to enforce them, except that a Supplier or Hotel may rely on the limitations of liability that protect it. Provisions that by their nature should survive (including liability caps, indemnity, governing law and this entire-agreement clause) survive termination of the Service.

32. How to contact us

Hot Group Holdings Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
Customer support: support@hothotels.co
Bookings: bookings@hothotels.co
Data protection: privacy@hothotels.co