Hotel terms and conditions


Last updated: 18th September 2020

This document (the “Accommodation Terms and Conditions”) sets out the terms and conditions of the contract between you and all persons named on your booking (including anyone who is added or substituted at a later date) (“you” and “your”), and the provider of the hotel, villa or apartment (“Accommodation”) that you have booked (the “Accommodation Supplier”). The Accommodation Supplier is the principal in respect of the Accommodation services, and fully responsible to you for the provision of the Accommodation you have purchased.   

In these Accommodation Terms and Conditions, references to “Booking Agents” means Thomas Cook Tourism (UK Limited), registered in England and Wales under company number 12211539, whose registered address is c/o Tmf Group 8th Floor, 20 Farringdon Street, London, United Kingdom, EC4A 4AB, through whom you have booked the Accommodation. The Booking Agents are the disclosed agent of the Accommodation Supplier. These Accommodation Terms and Conditions relate to your chosen Accommodation only and do not cover or relate to any of the other travel services you may have booked on the Booking Agent’s website, such as flights, transfers or excursions. 

You must read these Accommodation Terms and Conditions before you make your booking. Further contract terms may apply in respect of your Accommodation, depending on the specific Accommodation and Accommodation Supplier. These Accommodation Terms and Conditions are subject to any such additional terms that may be notified to you by the Accommodation Supplier and/or the Booking Agents. 


1.1  You must check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. The Accommodation Supplier and your Booking Agents can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements change and you must keep yourself updated ahead of departure.

1.2  Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit Special conditions apply for travel to the USA, and all passengers must have individual machine-readable passports. Please check For European holidays you should obtain a completed and issued form EHIC prior to departure.  

1.3  Up to date travel advice can be obtained from the Foreign and Commonwealth Office at 

1.4  Non-British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country through which you are travelling.

1.5  The Accommodation Supplier cannot accept any responsibility for any disruptions to your travel plans and/or any other losses incurred by you because you have not complied with any passport, visa or immigration requirements or health formalities. 


2.1  You are responsible for your luggage and personal belongings when travelling. Neither the Accommodation Supplier nor the Booking Agents will be responsible for your luggage and personal belongings. You must have adequate insurance in place to cover loss of or damage to any luggage or personal possessions and money.

2.2  Your luggage and personal belongings are carried by you at your own risk. It is recommended that you ensure that you are present during handling, loading and unloading of any items of luggage and personal belongings. 


3.1  If you are travelling with children, there may be special conditions and/or discounts that apply in respect of the Accommodation. Unless otherwise specified, such discounts or special conditions must be understood as applicable only when children share a room with two adults.

3.2  By making a booking for Accommodation, you agree and confirm that the person making the booking is at least 18 years old, and where placing an order for Accommodation services with age restrictions, you declare that you and members of your party are of the appropriate age of purchase for those Services, including any specific requirements that your Accommodation Supplier may have.

3.3  Cots/cribs may be provided subject to availability and it is your responsibility to make the relevant enquiries when making the booking. Some Accommodation Suppliers may have limited availability of such items. 

3.4  Unless otherwise specified, the provision of cots/cribs is an extra service which is subject to additional fees, which you will be liable to pay directly to the Accommodation Supplier.  


Your Accommodation is booked for the individuals shown on the booking confirmation you received from the Booking Agents. If you need Accommodation for additional persons, you need to contact the Booking Agents and request such changes before you arrive at the Accommodation. Please note that the Accommodation Supplier cannot guarantee that they will be able to accommodate additional persons and/or that the cost for any additional persons will be the same as the price already paid under the existing booking. 


5.1  If you want to cancel or change your booking, you can request to do this by contacting your Booking Agent online, through the ‘manage my booking’ or ‘live chat’ functionality. Please ensure that you have received written confirmation of any changes to your booking before you travel. The Booking Agent will try to accommodate any changes you request but cannot guarantee that the Accommodation Supplier will be able to meet your requests.   

5.2  The Accommodation Supplier’s booking conditions will apply to any amendments and cancellations. The Accommodation Supplier may charge cancellation or amendment charges. Cancellation and amendment costs vary depending on the destination, dates and relevant Accommodation establishment. You will be advised of the Accommodation Supplier’s cancellation charges at the time of making your booking, and the Booking Agents will advise you of the applicable amendment charges upon your request for an amendment. These charges may be as much as 100% of the cost of the Services and will normally increase closer to the date of departure. Additional administration and/or other charges may apply, depending on the booking conditions and the nature of the requested change.


6.1  Except where otherwise expressly stated in these Accommodation Terms and Conditions, neither the Booking Agents nor the Accommodation Supplier will be liable or pay you compensation if their contractual obligations to you are affected by extraordinary and unavoidable circumstances. “Extraordinary and unavoidable circumstances” means any event beyond the Booking Agents’ or the Accommodation Supplier’s control, the consequences of which could not have been avoided, even if all reasonable measures had been taken. Examples include, warfare, acts of terrorism (or the threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease or pandemic, natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the Accommodation or remain at the Accommodation, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, fire, chemical or biological disaster, unavoidable technical problems with transport, air traffic control strikes, or flight cancellations. 

6.2  Certain Services may be affected as a result of the United Kingdom’s decision to leave the European Union, including the unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. The Booking Agents and the Accommodation Supplier will continue to monitor this and will advise you as soon as possible if they become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside of the control of the Booking Agents and the Accommodation Supplier, any such changes will be treated as extraordinary and unavoidable circumstances, and whilst they will try to provide suitable alternative arrangements or refunds where possible, they will not be liable to pay you any compensation.


7.1  Check-in and Check-out Dates: Unless otherwise requested at the time of booking, standard internationally accepted practice dictates that your Accommodation will be booked from the day that you depart for your holiday for the required duration. The dates and times of your Accommodation booking will be included on your Booking Confirmation (please check this carefully). After registration, on arrival at your Accommodation, you will be allocated a room. When travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must normally check-out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. If the Booking Agents were not to book the Accommodation until the day that you land (for flights landing in the early hours of the morning), you would not be able to access your room for several hours after your arrival in the Accommodation.

7.2  Special Requests: The Accommodation Supplier and/or the Booking Agents cannot guarantee that the Accommodation Supplier will be able to accommodate any special requests made by you.  

7.3  No-show: If you fail to check-in at the Accommodation by the agreed time you will be classed as a ‘no-show’ and you shall be deemed to have cancelled the booking. You shall not be entitled to any reimbursement in the event of a 'no show' without prior consultation with, and express authorisation from, the Booking Agents. The Booking Agents shall inform you of the cancellation charges payable, which may range from the cost of one night to 100% of the booking value. 

7.4  Change in Accommodation Name: The name or trade name of the Accommodation may change from time to time. Such a change shall not be construed as a change of the Accommodation establishment or a modification of the booking.

7.5  Taxes: The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally (e.g. at the hotel). You are responsible for paying such additional taxes. The Booking Agents may provide you with an estimation of the applicable fees and/or local tax(es) at the time of the booking; however this will be an estimation only, and neither the Booking Agents nor the Accommodation Supplier will be liable if the estimation is incorrect.

7.6  Accommodation Ratings and Standards: Standards and ratings may vary between countries, as well as between Suppliers. Neither the Booking Agents nor the Accommodation Supplier guarantee the accuracy of any ratings given.  

7.7  Facilities: Please note that from time to time, adverse weather conditions may have an impact on the availability or usability of certain facilities at the Accommodation, which is beyond the Accommodation Supplier’s control. 

7.8  Non-Refundable Rooms: If you book a non-refundable room, you will not be able to cancel or change your booking and no refund will be available. Deposit payment options are not available on bookings which include non-refundable rooms. Full payment is required at the time of the booking. 

7.9  Room Allocation: After registration/check-in at your Accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with the Accommodation Supplier. The fact that rooms appear listed together on the same booking itinerary does not guarantee that they will be adjacent to one another or otherwise in close proximity.

7.10  Building and Maintenance: From time to time, maintenance, renovation or refurbishment and its associated disturbance and noise are unavoidable. Please note that municipal works (for example road works) and other third-party building work in the vicinity of the Accommodation is beyond the Accommodation Supplier’s control.  

7.11  Legal Adult Age: The legal adult age may differ from country to country depending on the relevant local legislation. In many countries, the minimum age is 18 years old but can be higher in some countries. You are responsible for ensuring that you are at least of legal age in order to check in to the Accommodation.  

7.12  Holding Deposit: Upon your arrival, the Accommodation Supplier may require that you provide a holding deposit (which may be on credit or debit card) for incidental charges incurred during your stay (including, for example, long distance telephone charges, room service, resort fees, in-room movies, damage or theft of property, mini bar usage and other such amenities). 


Your Booking Agents will inform you as soon as reasonably possible if the Accommodation Supplier needs to make a significant change to or cancellation of your confirmed Accommodation Booking. Your Booking Agents will also liaise between you and the Accommodation Supplier in relation to any alternative Accommodation offered by the Supplier. 


9.1  The Accommodation Supplier is best placed to resolve your queries or concerns regarding your Accommodation, and you should reach out to them to solve your issue. If you have a problem with your Accommodation, you must report this to the Accommodation Supplier immediately. If you do not follow this procedure there will be less opportunity for the Accommodation Supplier to investigate and rectify your complaint and the amount of compensation you may be entitled to may be reduced.

9.2  Once you are home, if you remain unsatisfied and the Accommodation Supplier has failed to resolve your issue, please contact your Booking Agents within 28 days of your return to the UK. Your Booking Agents will try to assist in their capacity as an agent by liaising with the Accommodation Supplier on your behalf. 

9.3  If you feel the Booking Agents have not resolved your complaint, you may refer the matter to ABTA. ABTA and ABTA members help holidaymakers get the most from their travel and assist them when things do not go according to plan.

9.4  You can also access the European Commission Online Dispute (ODR) Resolution platform at This ODR platform is a means of registering your complaint with us but it will not determine how your complaint should be resolved. 


The Accommodation Supplier will have in place and shall comply with a privacy policy governing its use of your personal information that meets or exceeds any applicable laws and regulations governing the use of such information, and will ensure appropriate security measures are in place to protect your personal information. 


11.1  Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. The Booking Agents and the Accommodation Supplier advise you to review any travel prohibitions, warnings, announcements and advisories issued by The Foreign and Commonwealth Travel Advice Unit and displayed on their website. 

11.2  You are responsible for making yourself aware of Foreign Office advice about the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a country may constitute extraordinary and unavoidable circumstances. 

11.3  By offering services in an international destination, the Booking Agents and the Accommodation Supplier do not represent or warrant that travel to such destinations is advisable or without risk and are not liable for damages or losses that may occur from travel to such destinations.   


 You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Accommodation Supplier’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or may cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Accommodation Supplier may terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or loss must be paid directly to the Accommodation Supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions, together with all costs the Accommodation Supplier and/or the Booking Agents incur in pursuing any claim against you.