All information provided by you in connection with your use of our site shall be true and accurate and may be relied upon by us as such.
OTHER APPLICABLE TERMS
• Our Privacy, Cookie and Data Protection Policy, which sets out the terms upon which we process and use any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and use.
• The My Millennium terms and conditions , which pertain to your membership in the My Millennium Programme, if applicable.
• Our Reservations and Terms of Purchase , which apply to any products or services (such as accommodation, amenities, activities or experiences) you purchase through our site.
Where you access our site using the log in functionality of a social media service provider (Facebook login, for example) any applicable terms of that provider (such as privacy and cookie policies) will apply as well. These terms may influence your experience of our site. For instance, your Facebook privacy settings will influence the extent to which we can tailor your experience of our site. See the applicable social media service provider’s website for all such applicable terms.
• Book accommodation through our site, our Guest Terms and Terms and Conditions  relating to Best Price Guarantee will apply to those bookings.
• Purchase a Tours+ product from our site, such as a tour or experience provided by a third party supplier, the Tours+ Terms will apply to that purchase.
INFORMATION ABOUT US
Our site is operated by M & C Reservations Services Limited ("we" or “us”). We are a limited company registered in England and Wales under company number 06754684 and are a subsidiary of Millennium & Copthorne Hotels Limited. We have our registered office and main trading address at Corporate Headquarters, Scarsdale Place, Kensington, London W8 5SY.
CHANGES TO THESE TERMS
ACCESSING OUR SITE
Our site is made available free of charge. However, if you access our site through a mobile device, your mobile service provider may apply additional charges.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.
You agree not to use our site or transmit any information or communications to or through our site in a manner that violates any domestic or international law or is (or is intended to be) fraudulent or abusive. All information or communications transmitted to or through our site must not: contain any defamatory, libelous or obscene material, as determined by us; infringe upon the rights of any third party; or contain or otherwise constitute junk mail, spam, solicitations (commercial or non-commercial) or bulk communications of any kind.
We and our affiliates may cancel or modify any transaction (or any part thereof) where it appears that you have engaged in fraudulent or inappropriate activity or where it appears that the transaction contains or resulted from a mistake or error.
ACCOUNTS AND PASSWORDS
If you register or are registered with our site and are provided with a user name, identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential and not disclose it to any third party.
If you know or suspect that anyone other than you has obtained your user security information, you must promptly notify us.
BOOKING WITH THIRD PARTY SUPPLIERS THROUGH OUR SITE
We act as a disclosed selling agent of Viator, Inc., (“Viator”) which aggregates a wide range of products, activities and experiences provided by third-party suppliers. As Viator’s agent, we can display information regarding, and enable you to purchase, these products, activities and experiences through the Tours+ section of our site. By purchasing any of these products, activities or experiences, you agree to be bound by the Tours+ Terms and any applicable terms of the third-party supplier, which will be communicated to you.
As our contractual relationship is with Viator, and not with the third party suppliers, we cannot be responsible for the acts, omissions or business practices of the third-party supplier relating to the quality or performance of the Tours+ product or service, as applicable. But, we will be your first point of contact, and responsible for, initial payment and customer service matters. You interact with the third-party supplier at your own risk. We will not be liable for any loss, damage, expenses, personal injuries and/or death that may arise from your interactions with such third-party suppliers.
With regard to any payment or customer service matters, where you have:
• Any Tours+ enquiries, including any questions about a Tours+ product or service purchased through the our site, believe there is a mistake with your purchase or would like to change an aspect of your purchase, to the extent permitted, then please contact us by completing this online form.
• Any billing enquiries, including any questions about a charge or refund or believe there is a mistake with a charge or refund, then please contact us by completing this online form.
RESERVATION AND PURCHASE TERMS
We reserve the right to amend these Purchase Terms at any time and you should therefore check them each time you make a reservation or purchase a product or service. The Purchase Terms applying to your reservation or purchase will be those in place on the date that you make your reservation or purchase.
Additional terms and conditions may apply depending on the products and/or services being purchased. Those additional terms and conditions will be made available to you at the time of booking or purchase. For example, when you purchase:
• accommodation at one of our hotels, our Guest Terms will apply to that booking; and/or
• any Tours+ product or service through our site, for example a tour or experience, our Tours+ Terms will apply to that purchase.
You must be at least 18 years old, or the minimum age to enter into a contract as required by applicable law (if older than 18), in order to make a reservation or complete a purchase through our site. You may make reservations or purchases through our site as the holder of a registered My Millennium account or as a guest user. One-click purchasing is available only to registered members.
Reservations and purchases
To reserve your room or purchase a product or service, please follow the instructions on our site or the other relevant digital channel. You may need to provide your credit or debit card details to secure your reservation or complete your purchase and we may use a third-party provider to process payments.
Please check that the details of your reservation or purchase are complete and accurate before you confirm. We will not be liable for any delay or non-performance if you provide us with incorrect information.
All rooms, products and services offered through our site are subject to availability at the time of booking or purchase. We will confirm our acceptance of your reservation or purchase by sending you an e-mail to the e-mail address that you provide during the reservation or purchase process or which is associated with your registered account, if applicable. The purchase of Tours+ products or services through our site, as described in the “Tours+” section below, will be confirmed when we send you an electronic voucher for the products or services purchased. The contract between us for the reservation of your room and/or the purchase of any products or services will be formed only when you receive this e-mail confirmation and/or voucher. Aside from you as the individual making the booking or purchase, no other person shall have any rights to enforce any of these Purchase Terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
You and the members of your group must not resell or transfer your reservation or any products or services purchased through our site, nor shall you or the members of your group advertise, market or otherwise offer for sale any rooms or other products or services purchased from us. We will not honour any reservations or purchases made in this way and we do not accept any liability for refusing such reservations or purchases.
For our hotels in Asia, Europe, North America and New Zealand, up to two children and/or infants can stay for free when sharing a room with two adults and using existing bedding. When the accompanying adults purchase a meal at the hotel’s food and beverage outlet or such meal is provided in conjunction with the hotel booking, children up to the age of four years can eat for free and children between the ages of five and 11 years will be charged at 50% of the accompanying adults’ meal rate.
For our hotels in the Middle East, up to two children and/or infants can stay for free when sharing a room with two adults and using existing bedding. When the accompanying adults purchase a meal at a hotel’s food and beverage outlet or such meal is provided in conjunction with the hotel booking, children up to the age of six can eat for free and children between the ages of seven and 11 years will be charged at 50% of the accompanying adults’ meal rate.
A reservation of five rooms or more is usually considered a group booking and cannot be made through our site. If you wish to make a group booking, please call or email the relevant hotel. We reserve the right to terminate a reservation of five or more rooms, either through a single transaction or multiple transactions, which we determine was made through our site in a fraudulent manner or in such a manner so as to avoid the group booking requirement.
Products offered through the Tours+ section of our site are being sold by us as a selling agent on behalf of Viator.
We adopt dynamic pricing and the price of our rooms, products and services fluctuates based on demand and other factors. Before confirming a reservation or purchase, we will provide you with a total price for the requested number of rooms and nights, together with the charges for any additional products or services you may have added. Depending on the room rate selected, payment may be due at the time the reservation is made through our site or at a later date, such as upon check-in at the relevant hotel.
The price you pay is the price quoted to you at the time you make your reservation or purchase, except that if Value Added Taxes or other government taxes or surcharges are included within the price and change between the date of your reservation or purchase and the date of your stay, we will adjust the rate that you pay unless you have already paid for the reservation, product or service in full before the change takes effect.
Unless otherwise indicated, meals and other extras are not included in the room price but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. Also, the prices quoted do not include international or domestic air transportation, passport or visa handling, travel insurance, airport and port taxes, gratuities or other similar charges unless otherwise stated.
You may pay using any one of the currencies supported by our site. The applicable exchange rates of the supported currencies shall be determined at our sole discretion, or by our payment processing provider, as the case may be. We shall not be liable for any exchange rate losses incurred by you as a result of any credit card or other transactions effected over our site.
Please note that reservations for online bookings and/or purchases of Tours+ products by card through our site are centralised and handled by us (a UK based company). If your card issuer is not located in the UK, they might levy a foreign transaction, cross-border or similar fee when you use your card as the payment method. Please contact your issuing bank to see if such levy is applicable to your payment. We shall not liable for any such fees you may incur.
Cancellations and refunds
Your right to cancel
Prior to confirming a reservation or purchase, you will be informed about the cancellation and refund policy applicable to such reservation or purchase and that policy shall apply as if incorporated into these Purchase Terms.
Depending on the room rate selected, some reservations may be cancelled without charge up to a specified time on the day before the arrival date. If you cancel your reservation before such time, receive confirmation of such cancellation by e-mail, and have paid for the room in advance by credit or debit card, a full refund will be processed to the same credit or debit card. However, if you cancel the reservation after such time, then you will be charged a cancellation charge equivalent to one night's accommodation per room booked and for any meals and other extras booked for the first day of your stay. Please retain any cancellation confirmations as proof of the cancellation.
If you decide to shorten your stay at a property, you must inform us or the hotel by 12 noon local hotel time on the day you wish to check out. Otherwise, you will be charged a cancellation charge equivalent to one night’s accommodation per room booked and for any meals and other extras booked for the following day.
Other reservations, particularly where discounted room rates have been provided, cannot be cancelled or amended, in which event you will not be entitled to receive a refund of the room charges and any meals or other extras booked as part of such reservations. You may wish to take out travel insurance to cover any potential losses associated with cancellation or modification of such reservations.
You are not entitled to cancel or withdraw from your reservation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Our right to cancel
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes e-mail) if you do not pay us when you are required to do so or you breach the contract between us in any other material way. If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract.
We may also cancel your reservation if an event outside of our control (including industrial action, acts of terrorism, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In such event we will contact you to let you know as soon as possible and if you have already paid for your room, we will refund your payment to you, or if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. Such limitation of liability does not affect your statutory rights.
Arrival and departure
It is your sole responsibility to obtain a valid visa (where required) and comply with any applicable immigration laws for your entry and stay at your destination. Please ensure you have a valid passport for the duration of your trip. Guests may be asked to complete a registration form and provide proof of identity and nationality upon check-in. Unless otherwise agreed by the hotel, the customer who made the reservation through our site must be present to check-in.
Check-in and check-out times will be notified to you as part of your reservation. Failure to leave your room by the stated check-out time may result in a late check-out charge.
If you or any member or invitee of your group causes damage to the hotel, injures other guests or their property, or otherwise breaches any of these Purchase Terms, we reserve the right to:
• cancel your reservation with immediate effect and (if appropriate) eject you from the hotel;
• retain all sums paid by you and/or charge you the full amount of your reservation; and/or
• refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.
We will not be liable for any refund or compensation in such circumstances.
If you are a non-business customer you have certain rights under consumer protection legislation and nothing in these Purchase Terms is intended to affect those rights.
Except as prohibited by applicable law or as set out in the “LIMITATION OF OUR LIABILITY” section, our maximum liability to you, whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation and purchase, if applicable, unless the Hotel Proprietors Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
If you have any questions about your room reservation, believe there is a mistake with your reservation or would like to change a reservation, to the extent permitted, then please contact us by:
• Completing this online form; or
• Calling one of our reservations numbers, which can be found here.
If you have any questions about a Tours+ product or service purchased through the our site, believe there is a mistake with your purchase or would like to change an aspect of your purchase, to the extent permitted, then please contact us by completing this online form.
If you have any questions about a charge or refund or believe there is a mistake with charge or refund, then please contact us by completing this online form.
Where you feel that we have not responded adequately to your enquiry, or otherwise wish to raise a dispute with us, you can contact us at firstname.lastname@example.org. We will endeavour to resolve the matter promptly.
Alternatively, if your dispute relates to a good or service you have purchased from our site and you live in the EU, you can submit a dispute through the EU Online Dispute Resolution Platform located at http://ec.europa.eu/odr.
All purchases of Tours+ products and/or services through our site are subject to the following general terms and conditions (“Tours+ Terms”). We reserve the right to amend these Tours+ Terms at any time and you should therefore check them each time you purchase a Tours+ product or service through our site.
We offer the Tours+ products and services, and facilitate their sale to you, through our site as a selling agent of Viator, Inc (“Viator”). While we are not responsible for the acts or omissions of the third-party suppliers of the products or services, we will endeavour to assist you in amending your purchase or obtaining a refund.
Tours+ products and services displayed on our site are valid for the dates advised on the applicable page of our site.
Accuracy of reservations and purchases
Please ensure you provide correct names, titles and initials of any travellers/guests (as necessary) when purchasing any Tours+ product or service through our site. We will endeavour to process a name change request in accordance with these Tours+ Terms, but will not be responsible for your errors or omissions.
We will do our best to ensure that information regarding Tours+ products on our site is accurate, but we cannot guarantee this.
We will do our best to assist you in modifying your purchase of any Tours+ product or service, where possible. Please direct any such requests to email@example.com. We must receive such request at least 96 hours’ prior to travel (based on the time and date of the location of the product or service). Please note that modifications to your purchase are subject always to availability on the relevant travel date and your prompt payment of any additional charges for the modified product or service. In order to be valid, any such modification must be confirmed by us through the issuance of an updated voucher. If you have not received that updated voucher at least 96 hours before travel, please contact us immediately. Where a requested modification to a specific booking does not give rise to a price change, the first two modification requests for such booking will not give rise to an additional administration fee. Subsequent requests will be subject to an administration fee equal to US$25.00 per request, charged in the same currency as the booking transaction.
Refunds and cancellation charges
Some of the Tours+ products and services we sell through our site are non-refundable while others may be fully refundable, without charge, if the orders are cancelled in time. Please read all information relating to any product or service carefully prior to purchasing it.
If you have purchased a refundable product or service, please direct your cancellation request to firstname.lastname@example.org. We must receive such request at least 96 hours prior to travel (based on the time and date of the location of the product or service); otherwise we cannot provide you with a refund.
Where your product or service is not delivered due to unforeseen circumstances (such as bad weather) or the third-party supplier otherwise cancels it and no alternative is available or the suggested alternative is not acceptable to you, please submit your refund request as soon as possible so we can liaise with Viator to arrange a refund from the third-party supplier.
Except as stated above, if you purchase a non-refundable product or service or do not cancel the booking in time, then the full price of the product or service will be retained by us if you do not show or utilise the product or service.
We strongly recommend you purchase comprehensive travel insurance prior to departure. We are not responsible for cancellations due to flight delays; weather related delays or any other delays in your journey so long as the Tours+ activity/experience you purchased through our site operates as scheduled.
We will issue you a voucher for each Tours+ product or service you purchase through our site. While third party suppliers may not collect or redeem these vouchers, you should carry this voucher and photo identification of the lead traveller to the activity or experience. We may issue one of two different types of vouchers, including:
• Paper voucher – the exact voucher must be printed and provided at the time of travel; or
• E-Voucher – a paper copy of the voucher is not required, but an electronic copy will need to be presented.
In some cases no voucher will be required.
If you cannot access your voucher from the link provided, please copy and paste the link into a fresh browser page and try again or forward the e-mail containing the voucher link to another e-mail address and try to print it through another browser. If that still does not work, please contact us with the booking details and we will send a new voucher link or arrange for the voucher to be sent to you by facsimile or another method.
Some products or services require re-confirmation of travel 24 hours in advance. Please refer to the voucher instructions for details. If you will not be arriving at your destination in time to re-confirm, please notify the service provider or operator prior to 24 hours in advance. All relevant details will be included on the voucher.
Our responsibility to you
By purchasing a Tours+ product from our site, you acknowledge that we, our agents, employees and suppliers will not be liable for any injury, damage, loss, accident, delay or irregularity, liability or expense to person or property arising due to the act of default of any hotel, carrier or other company or person providing services or products as part of your Tours+ purchase. Further, we, our agent’s employees and suppliers accept no responsibility for any sickness, pilferage, labour disputes, machinery breakdown, government restrains, acts of war and terrorism, weather conditions, or for any misadventure or casualty or any other causes beyond their control. We reserve the right to cancel, change or substitute any service and to decline to accept or retain any passengers at any time for any reason including, without limitation, insufficient number of participants. All vouchers are issued subject to the terms and conditions specified by us, our agents and suppliers.
INTELLECTUAL PROPERTY RIGHTS
We (by ourselves or through our affiliates) are the owner, licensee or permitted user of the intellectual property rights in our site and of the content and material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You must not use any part of our site for commercial purposes without obtaining a licence to do so from us or, as the case may be, our licensors.
You must not copy, display, modify, download, reproduce or transfer to a third party any of the content or materials on our site in any way without our prior written permission. However, unless otherwise stated on our site, you may print and/or download an extract of any page(s) from our site for your personal use provided you: do not modify the printed copies or extracts; do not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text; and ensure that our status (and that of any identified licensors or contributors) as the owners of content on our site is acknowledged. If you breach this provision, your right to use our site will cease immediately and you must, at our option, return or destroy any printed copies or downloaded extracts of our site.
The trademarks, trade names, logos, service marks and trade dress displayed on our site (collectively, the "Trademarks") are registered and/or common law Trademarks of us, our affiliates and various third parties as the case may be. The following are some of the Trademarks that are owned by us or our affiliates:
• Grand Millennium
• Grand Copthorne
• Studio M
• M Hotel
Nothing contained on our site should be construed as granting to you or anyone else, by implication or otherwise, any license or right to use any of the Trademarks without our express written permission or the permission of such other party that may own the relevant Trademarks. In addition, you may not utilize framing techniques to frame any Trademarks, content or other proprietary information (including images and text) and you may not use any meta tags or other "hidden text" utilizing our Trademarks or other proprietary information.
CHANGES TO SITE; NO RELIANCE ON INFORMATION
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
We may update our site or change the content on our site from time to time in our discretion. Although we make reasonable efforts to keep the information on our site current, we are under no obligation to do so. Accordingly, some of the content on our site may be out of date at any given time, and we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date. We also do not guarantee that our site, or any content on it, will be free from errors or omissions.
LIMITATION OF OUR LIABILITY
To the extent permitted by law, we exclude all conditions, warranties, representations, guarantees or other terms which may apply to our site or any content on it, whether express or implied.
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with: your use of, or inability to use, our site; the failure of our site; the interception of data transmitted to or from our site; or your use of or reliance on any content displayed on our site.
If you are a business user, please note that in particular, we will not be liable for: loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.
If you are a consumer user, please note that we only provide our site for private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or downloading of any content from it or any website linked to it.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any accommodation or other services to you.
COMMENTS AND SUGGESTIONS; UPLOADING CONTENT TO OR POSTING INFORMATION ON OUR SITE
Whenever you provide any comments or suggestions to us with regard to our site or our products or services we shall own all rights related to your comments or suggestions (including, without limitation, intellectual property rights and moral rights) and be entitled to use or implement your comments or suggestions without restriction for any purpose whatsoever, commercial or otherwise, without compensation or attribution to you.
Any content you upload to our site or information you post on our site will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such content or information for any purpose. We also have the right to disclose your identity to any third party who is claiming that any content uploaded or information posted by you constitutes a violation of their intellectual property rights, or of their right to privacy.
We will not be responsible, or liable to any third party, for the content or accuracy of any content uploaded or information posted by you or any other user of our site. To the extent applicable, the views expressed by other users on our site do not represent our views or values.
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology systems and software in order to access our site. You should use your own virus protection software.
You must not misuse our site by introducing viruses, trojans, worms, logic bombs or other material which is malicious, technologically harmful or otherwise interferes with or disrupts the proper functioning of our site. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you may be committing a criminal offence under applicable law. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
LINKING TO OUR SITE
You agree not to create a hypertext link from any web site, whether such site is controlled by you or otherwise, to our site without our express written permission.
THIRD PARTY LINKS AND MATERIALS ON OUR SITE
Where our site contains links to other sites and materials provided by third parties, these links and materials are provided for your information only.
We have no control over the contents of those sites or materials and we do not assume any responsibility for, or make any representation, warranty or guarantee regarding, such sites or materials or any products or services offered or purchased through, or information provided on, such third-party sites or materials. We will not be liable for any loss or damage that may arise from your use of them.
If we fail to act with respect to a breach by you or others, such failure does not waive our right to act with respect to subsequent or similar breaches.
To contact us, please email email@example.com.
Thank you for visiting our site.