By making a reservation or staying in the hotel you agree to these Terms and Conditions. You confirm acceptance once again by signing our registration form at check-in. These Terms & Conditions constitute a written contract governing our provision of accommodation to you and apply regardless of whether you booked your room via a third party or directly.
Photo ID
For the security of all our guests you will be asked for photo ID and a valid credit card at check in. Photo ID means a current valid Passport or Driving Licence.
Reservations
NON-REFUNDABLE AND REFUNDABLE ROOM RATES All rates are non-refundable unless expressly stated otherwise. Non-refundable rates shall be charged in full at the time of booking. Accordingly we require a valid credit card at the time of booking. Flexible rates can be booked directly with the hotel by contacting us by email at contact@melitahotel.com and explicitly asking for a refundable room type at the time of booking. As is the case with airline fairs, non-refundable room rates are cheaper than refundable room rates which is why we can offer you the best prices on our website. In the event that you request a refundable room by email, and we have confirmed that refundable room with you, the first night will always be charged on the reservation. Where we offer a 72 hour or 24 cancellation rate, the first night will always be non-refundable as a deposit to validate your card. For the 72 hour cancellation rate, if you cancel more than 72 hours before your arrival date, only the first night will remain non-refundable, and the other nights will be fully refundable. If you cancel less 72 hours before arrival, then the full amount of your stay will be charged any time from 72 hours prior to your arrival date. Likewise, for the 24 hour cancellation rate, if you cancel more than 24 hours before your arrival date, only the first night will remain non-refundable, and the other nights will be fully refundable. If you cancel less than 24 hours before arrival, then the full amount of your stay will be charged any time from 24 hours prior to your arrival date. Groups/Agencies/Corporate bookings payments: 50% of the total stay payable on reservation and the balance 21 days before arrival. Please note that you are still liable for the accommodation in full as set out below in the Cancellation Policy. In order to provide you with discounted rates, all rates are non-refundable unless expressly stated otherwise. All rooms are on a room only basis unless expressly stated otherwise in your booking, at the time of booking. Non-refundable bookings cannot be changed or altered.
WHERE THE CREDIT CARD ON THE BOOKING DIFFERS FROM THE BOOKING NAME the booker will need to complete a credit card authorisation form in order to confirm a booking that has been made with a credit card that differs in name to the booker. This is to help prevent credit card fraud. You will need to obtain this by emailing contact@melitahotel.com and then return it back to that email address completed in full. Until we have this and have approved it, the reservation is not confirmed and we reserve the right to cancel the room.
The cheapest Direct Rate on our website will always be Non-Refundable. The Standard Rate benefits from free cancellation until 72 hours before arrival after which it becomes Non-Refundable.
Check-in & early check-in
Check-in is from 15:00 on the day of your arrival until 05:00 the following day. You are welcome to come to the hotel earlier, however you will not be able to access your room until that time. Subject to availability, we may be able to provide day use of your room and early check-in, however this will be subject to additional fees of up to 50% of the room rate. Please enquire at reception. Should you wish to arrive early at the hotel and then leave your luggage and return after 15:00, then we can offer this service. Luggage storage service is available as per below.
Check-out & late check-out
Check-out from the hotel is 10:30. Subject to availability, late check-out may be available on the day if arranged in advance. Extra fees apply. Please enquire at reception. The latest possible checkout time is 12:00 after which you will need to pay for a subsequent night as it will not be possible to re-let the room for that night thereafter. In the event that you do not check-out before 10:30 and leave your belongings in the room we reserve the right to either: i) pack your belongings or place them in bags for you to pack later at your leisure to enable us to service the room in readiness for the next guests; or ii) leave your belongings if the room until your return. In the event that your belongings are left in the room and you return after 12:00 then you will incur a further night's stay at the current market price.
No shows
If you do not turn up on the day of your check-in, then your whole reservation will be cancelled and you forfeit the rest of your stay.
Cancellation policy
All non-refundable rooms are exactly that, not refundable. All cancellations are irreversible. Once you have notified us of your wish to cancel, then this is final. Your reservation will be cancelled, and it cannot be re-activated. You will need to make a new reservation if your plans change yet again. By making a reservation and entering into this contract you hereby agree and confirm that you have adequate holiday or travel cancellation insurance to cover every likely eventuality. You also understand that we are in no way responsible for changes to your travel plans. We are simply an accommodation provider. When you book accommodation you are entering a legally binding contract. If you have to cancel your trip or fail to take up the accommodation, you will be liable in full to the accommodation provider, in this case The Melita London. If you have to cancel your reservation, please cancel with the agent you booked with or if booked directly with us please contact the hotel to obtain a Cancellation Number. If you don't inform the hotel and then fail to take up the accommodation booked on the first night, you will be liable in full and your reservation automatically cancelled. Regarding a scenario where you have booked a discounted, non-refundable room and need to cancel, we will make a reasonable effort to re-let your room, and in the event that we are successful, we will refund you by the amount we receive from that re-letting minus an administration charge equivalent to one night's stay. This is to help you reduce your loss as a result of you cancelling your non-refundable room. If we are unsuccessful or unable to re-let your room, then you will not receive a refund and you will be liable in full. If you have a partially refundable rate, every effort will be made to re-let the accommodation. If the hotel succeeds in re-letting your room, you will be liable for an administration charge equivalent to one night's stay. If the accommodation is not re-let you will be liable in full.
NB: For all bookings after 5 March 2020, where Covid-19 related travel disruption is a known risk which could affect your travel plans, by making a booking, you acknowledge that you are taking on that risk yourself and it in no way at all affects the validity of your booking or the obligations you are bound by in these Terms and Conditions. In other words, if you have Covid-19 related complications, you acknowledge that those complications in no way affect your obligation to pay for the discounted, non-refundable stay which you have booked. You hereby agree to have appropriate travel insurance in place to protect you, in the event that you face such complications. Of course, if you have explicitly emailed us to ask for and paid a premium for a partially or fully refundable stay, then that will be honoured in full.
If your plans change once you have already checked in, then you are welcome to check out at your leisure before your pre-agreed check-out date as long as you notify us in writing of your revised check out date. You may not sub-let your room to third parties and any outstanding balances must be paid prior to check-out. If you cancel this agreement otherwise than in accordance with these Terms and Conditions, we may be entitled to claim damages in accordance with the general rules of English law. We reserve the right to make a claim in the court and seek a County Court Judgment which will make an order to force you to pay monies contractually owed to us in the event that you do not pay monies owed to us. In the event that we have to do this, you will incur further legal, court and debt collection costs so we strongly advise you to settle all bills prior to check-out.
Modification policy
Non-refundable rooms cannot be changed or altered. That is the reason why the more expensive flexible rates exist, to provide flexibility to cancel or amend them within the relevant timeframes. For non-refundable bookings, where your circumstances change and you need to modify your booking, you will need to make a new reservation. That is to say, it's not possible to amend non-refundable bookings. All guests should have suitable travel insurance in place to cover all reasonable eventualities e.g. last minute illness, visa issues, or other issues preventing the guest being able to stay.
Responsible use of the room and common areas
Guests agree and undertake to use their room responsibly. Therefore, any conduct contrary to accepted standards of behaviour and public order will result in the hotel asking the guest to leave the hotel with no compensation and/or refund if a payment has already been made. Examples of unacceptable behaviour include causing a noise disturbance to other guests, smoking, use of illegal substances or any other behaviour which is not conducive to pleasant and respectful co-habitation. If no payment has been made, the customer will have to pay the price of nights already stayed before leaving the hotel. You are responsible for any damage either you or your guests cause in the room. We reserve the right to take any action necessary including prosecuting for criminal damage if we deem it appropriate. In most cases, you will simply need to pay for any damage caused prior to leaving the hotel. In the event that you vomit in the room, a soiling charge of £150 is due since the room will need to be deep cleaned (usually by an external professional cleaning company); and there may be a loss of revenue with the room not being able to be re-let the night after your checkout. In the event that you allow another individual to stay in your room a charge of £100 is due; and you must pay this before leaving the premises.
Smoking policy
No smoking is permitted anywhere on the property at any time of the day or night. It is illegal to do so and we reserve the right to take legal action against offenders. If you need to smoke, please exit the building and cross the road. We have a highly sensitive smoke detection and fire system throughout the property. You must not under any circumstances interfere with our fire detection system. We treat smoking in the room very seriously. If you smoke in the room: You will be liable to pay a £150 smoke cleaning charge with immediate effect at reception. You will be denied re-entry to your room until this is paid. This is to make the room fit for sale as a non smoking environment once you vacate the room. You will also be required to leave a valid credit card at reception and upon inspection of the room at check-out, further charges may be made for the cost of the room for any time period it is unusable thereafter. Where we deem it necessary, we reserve the right to terminate your booking without refund and may require you to leave the hotel immediately. We may also refuse to accept bookings from you in future.
OTHER ITEMS PROHIBITED TO BE USED IN THE ROOM OR COMMON AREAS You must not use hair spray, aerosols, deodorants, nail polish remover, paints, paint thinner, glues or organic Solvents (e.g. ethanol, methanol, acetone, hexane, ethers or esters). These will cause the Air Conditioning system to shut down & may set off the Fire Alarm causing a full evacuation of the hotel. Specialist engineers will then need to re-set all systems costing £750+VAT per visit. If you trigger either alarms you will be responsible for these charges, so please take note and avoid this. There are warning signs in every room and you hereby understand and agree to be responsible for any costs incurred as a result of you triggering these alarms.
Occupants of the room & guests policy
All guests must register at the hotel reception upon arrival. You are responsible for your guests at all times. This includes any damage they cause whilst on the property. We reserve the right to ask any guests to leave the property at any time. No guests are permitted in your room after 21:00. If guests are in your room after this time you will be required to pay for that additional person in the room regardless of whether they sleep there or not. Please enquire at reception for further details. The number of people permitted to sleep in a room is as follows:
- Single: 1 person;
- Double: 2 people;
- Twin: 2 people;
- Family room for three: 3 people; and
- Family room for four: 4 people.
Unless expressly agreed in writing by an authorised hotel manager at the hotel, the only exception to this where a child under the age of three sleeps in the room and a child cot is provided.
Post & packages
In the event that you have post or a package sent to the hotel, we do not accept any responsibility for such post or package. You hereby indemnify us for any loss as a result of a missing or damaged post or packages. You will not use our address unless a Manager expressly gives you permission to do so in writing.
Room access & security
We consider the safety and security of our guests paramount. Accordingly, we reserve the right to enter any room at any time (including during the night) for security purposes.
Photography
Photographs displayed on the website and mobile services of the hotel or its partners are merely indicative. Although every effort is made to ensure that photographs, graphic images and text used to illustrate hotels provide as accurate an impression as possible of the accommodation offered, variations may occur, in particular as a result of changes to furniture or possible renovations.
Room availability
Specific rooms cannot be guaranteed. Reserved rooms are normally available to the guest from 15:00 on the arrival date, and we reserve the right to not provide access until 15:00 on the day of arrival. We offer an early check-in service, however additional fees will apply. Please enquire with reception upon arrival. This is subject to availability. Please also note that since housekeeping are servicing the rooms in readiness for the arrivals, there may be noise across the property. Rooms must be vacated no later than 10:00 on the day of departure. Additional charges may be applied to the guest account for later departures, the hotel may charge £20 for late checkout which would be at the latest 12:00, or 100% of the full published rate for that day if after 12:00. Please note we do not have a lift in our building. You may be required to walk up to five flights of stairs. We also do not have a porter service as a three star hotel. You must therefore be able to carry your own luggage up to your room.
Luggage storage
Luggage storage service may be offered subject to availability. Each guest is responsible for any injury or damage to the hotel, its property or any third parties caused by the items stored or by any negligent act or omission of the guest. We reserve the right to refuse luggage storage e.g. where it is excessively bulky, more than two items, or unsightly.
EACH GUEST AGREES THAT IT WILL NOT STORE ANY OF THE FOLLOWING ITEMS
- Explosives, fuel, hazardous or flammable materials
- Pesticides, toxic chemicals, pollutants, waste of any kind
- Firearms, ammunition, illegal drugs or other controlled substances
- Stolen goods or other contraband
- Perishable food items, spoiled food, living or deceased plants or animals, infested or otherwise contaminated items, damp or mouldy items
- Radioactive materials, items which emit fumes or other strong odours
- Cash, fine art and securities
The hotel may remove and dispose of any item stored that breaches this Condition without notice to the guest and without any responsibility to the guest. The hotel may also report to any relevant authority any illegal or suspected illegal activities of the guest or any hazardous item stored.
LUGGAGE IS LEFT AT YOUR OWN RISK. You acknowledge that all luggage is left entirely at your own risk. The hotel is not responsible for any damage to, or loss or theft of, items stored with the hotel. You confirm that you have adequate insurance in the event of any damage, or loss or theft of, items stored with the hotel.
Animals
Animals are not permitted on the property except for Service Dogs or Assistance Dogs ("Permitted Animals") where valid, original documentation is shown to evidence the dog(s) status. We require at least two of the following: an Assistance Dog UK ID Booklet, Identification card, training certificate or doctor's letter. All Permitted Animals are subject to additional fees per night as stated by reception at the time of enquiry. You must notify us at the time of making your reservation of your wish to stay with a Permitted Animal as we are only able to accommodate Permitted Animals in certain rooms. You may be required to change room category (and pay for any difference in rate due) if you have not booked the appropriate room type where we can accommodate a Permitted Animal. Permitted Animals must not be left alone in the room under any circumstances. This is a material condition of any Permitted Animals being allowed on property. Should you leave a Permitted Animal unattended, where they cause a noise disturbance you are in breach of these Terms and Conditions and you will be asked to leave and you will not be entitled to a refund. Where other guests' enjoyment of their rooms is affected, you will be responsible for and required to indemnify us for any lost revenue if other guests leave the property. We may also seek damages proportionate to the damage to our reputation in the eyes of other paying guests as a result of your actions.
Fitness facilities
We partner with a full service fitness facilities 5 minutes walk away. These are not on site. Fitness day passes are not included within your room rate and extra charges apply. If you wish to access the fitness centre you will need buy a day pass from our reception. For full details please enquire with our reception team. Prices vary depending on the services required but they start from £35 per person per day pass. By making your reservation you hereby acknowledge and understand that this is an add on service provided by a third party where extra fees apply. Since a third party provides these services to you on our behalf, we are not responsible for any acts or omissions made by them or changes to their facilities. Any claims you may have shall be directly against them.
Adaptors
Please note that you are responsible for using the right adaptors and transformers for your electronic devices regardless of where you have purchased them. After all, you know what appliances or devices you have and what voltage they are. We do not know this. In the event of any damage caused to your devices, we accept no responsibility whatsoever, and where damage is caused to the property you will be responsible for any costs incurred in remedying that damage.
Each room benefits from a socket with USB-C and USB-A plugs in, to minimise the need for adaptor use.
GDPR
The General Data Protection Regulation (GDPR) is a regulation in EU law on data protection and privacy for all individuals within the European Union. The hotel takes GDPR very seriously and data security and privacy is a top priority, ensuring that the data of our guests is protected. The hotel is the data processor, not the controller. That means, that guests are in full control of the data at all times.
Third party tools
By making a reservation at the hotel; whether it be directly through our website or any other channel, you hereby provide your consent for us to use and analyse your data in the course of our business. We use various third party software tools to help make the guest experience better, and in order to do this these, third party tools use the data that you provide to us. Whilst each of these tools have their own privacy policies and data protection protocols; we are not responsible or liable in any manner whatsoever for any breach on their part relating to your data. Although we only work with, who we deem to be best in class providers, we do not control how they run their businesses and what privacy protection measures they choose to enforce. If at any time you wish for them to remove your data, please contact us by writing to "The Legal Department – The Melita" – 35 Charlwood Street, London, SW1V 2DU providing your contact details; and we can let you know who you should contact to request the remove of your data. You are in full control of your data.
Marketing
By staying in our hotel, you are consenting to us contacting you by email or any other means for future marketing purposes. Should you wish not to be contacted, please make this known at the time of check in before signing the registration form, or by directly replying to any correspondence explicitly asking us not to contact you again. We shall then proceed to update our records accordingly.
Coronavirus – COVID-19
The below COVID-19 Terms are in effect as of 5th March 2020. They supplement the standard Terms and Conditions set out thereafter.
Declaration of health. If you make a reservation with us and you are showing any symptoms of COVID-19, you must email us at least 48 hours in advance of your arrival at contact@melitahotel.com to notify us, so that we can be prepared for your arrival and mitigate the risk of further infection. Please provide your phone number since we may need to discuss your stay with you in order for you to comply with quarantine measures set by the authorities here in England.
Your cooperation. We are closely monitoring the advice, recommendations, and guidelines of the World Health Organisation and Public Health England, and would appreciate your cooperation. In the event that you do not cooperate with enhanced hygiene measures or policies which are in place for the safety of other guests and staff (if any are), you will be asked to leave the premises and no refund will given. If required by any health authorities, we ask you to always remain at least two meters from other guests to respect social distancing guidelines and to minimise your contact with surfaces in the common areas. If required, you should also sanitise your hands upon entering the hotel using the alcohol gel provided by reception, or your own equivalent.
Covid-19 test results. If the UK Government imposes mandatory pre-departure testing for arrivals, we reserve the right to request proof of your test result from the test undertaken 72 hours before your arrival in the UK. In the event that you are unable to provide evidence of your test result required by the UK Government, you may be refused entry to our building or your room.
Amenities. The availability of certain amenities will also be affected e.g. breakfast, and the use of the lounge and/or breakfast room may be prohibited. Please enquire at reception about this.
Check-in procedure. The check-in procedure has also been revised such that ALL GUESTS must advise the hotel of their arrival time by emailing contact@melitahotel.com. This will help us to ensure that the appropriate measures are in place ready for your arrival.
Breakfast. In light of the wonderful array of breakfast places and restaurants nearby we do not include or provide breakfast unless explicitly included within your room rate.
Luggage. You will be required to carry your own luggage to rooms, even if they are on the fourth floor, and we ask you to sanitise the handles upon your arrival. We remind guests that we do not have a lift since our buildings are protected, and you may be required to walk up five flights of stairs.
General notice
The hotel strives to ensure that the contents of this site are accurate and reliable. However, the hotel and its agents are not infallible, and errors and/or omissions may sometimes occur. Therefore, the hotel disclaims any warranty of any kind, whether express or implied, as to any matter whatsoever relating to this website and any links thereto and therefrom, including, without limitation, as to the merchantability, non-infringement of intellectual property, or fitness for any particular purpose. The hotel does not warrant the accuracy, currency or completeness of the contents, including, without limitation, any information relating to prices or availability. The hotel will from time to time revise the contents and/or the products, services and resources described therein and reserves the right to make such changes without any obligation to notify past, current or prospective visitors of this website.
Nothing in these Terms and Conditions shall constitute a partnership or joint venture of any kind between the hotel and any guest or constitute either party the agent of the other for any purpose. In the event that any part of these Terms and Conditions is deemed invalid, the remainder shall remain in full effect in its entirety. For the avoidance of doubt, if there are missing, confusing or conflicting provisions between these Terms & Conditions and any translated version, these English Terms & Conditions will prevail. If any individual term is invalid or unenforceable the remainder of these Terms & Conditions shall remain valid in full.
Payments
Regardless of who you booked your room at our property through, by staying with us you hereby agree to pay any outstanding amounts related to your reservation directly to us before check-out. This includes:
- outstanding amounts relating to any non-refundable reservation which have not been paid to us for whatever reason (e.g. an admin error by a third party modifying your booking with us);
- any early check-in or late check-out fees;
- any fees relating to room damage;
- unpaid items e.g. coffee, tea, bottled water or adaptors taken from reception.
Termination
We reserve the right to terminate your stay early in the event of a breach of these Terms and Conditions. Examples of reasons for termination includes you:
- causing harm or damage to our property, our reputation or our staff in any way whatsoever;
- making threats verbally or in writing to us or abusing any of our staff and/or other guests;
- being deceitful in any way e.g. lying about other people or animals being in your room;
- or any animal or other guest staying in your room causing any noise disturbance whatsoever (this includes e.g. dogs barking, loud music etc.);
- failing to comply with hotel regulations e.g. mask wearing in common areas when mandated by the Government;
- failing to clean and/or tidy up when sharing common facilities;
- failing to allow access to your room for cleaning or security purposes;
- filling up your room with an excessive number of items such that it prevents housekeeping from doing their job and maintaining the cleanliness and hygiene standards within the hotel;
- failing to comply with health and safety regulations;
- failing to comply with fire regulations;
- inviting unregistered guests onto our property or into the room;
- using our address to carry out a business activity without our prior written consent;
- failing to pay any outstanding amounts owed to us;
- breaking the law in any way whatsoever; or
- any other reason which the management deems to be of sufficient severity to warrant terminating your stay early.
In the event that we decide to terminate your stay for a material breach, and if you threaten our staff either orally or in writing, you may be escorted off of our property and refused re-entry. Where you have booked a non-refundable room, no refund will be provided, nor will any notice be provided. We take threats or defamatory comments very seriously and will not hesitate to take legal action as needed.
Entire agreement
This letter constitutes the entire agreement between the hotel and guest and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter. The guest agrees that it shall have no remedy in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. The guest agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
Governing law
These Terms and Conditions and any non-contractual obligations arising out of or in connection with them are governed by, and will be construed in accordance with, English law. The English courts have jurisdiction to settle any disputes that arise under these Terms and Conditions.