Updated 4th November 2024
These General Terms and Conditions of Sale (the “Terms”) govern the sale of the arrangements shown on www.suitestayclub.com and associated mobile applications by Suite Stay Club Ltd (SSC) whose registered office is at 53 Kennet House, 8 Enterprise Way, London, SW18 1GF United Kingdom.
The booking arrangements featured on our website and associated mobile applications are Accommodation Only arrangements (see definitions in clause 1 below). We act only as retailer and agent for the Accommodation Provider concerned. You will have a contract with the Accommodation Provider for any Booking of Accommodation Only and the Accommodation Provider’s booking conditions will apply to this contract. In addition, these Terms will apply except where otherwise stated or where they are inconsistent with the Accommodation Provider’s booking conditions (which will apply in the event of any conflict).
For all bookings of Accommodation Only, your contract will be with the Accommodation Provider concerned. Accommodation Providers are not required to provide financial protection for Accommodation Only bookings but may choose to do so. Suite Stay Club holds all customer funds in a ring-fenced reserve account.
These Terms set out the terms and conditions governing the purchase of the Accommodation Only arrangements published on the Website. They will be notified to you before you commit to any purchase and form part of the pre-contract information required by applicable regulations, along with the descriptions of the arrangements and, in certain cases, the special terms applicable (particularly, payment and cancellation terms) for certain products and arrangements.
In the latter case, the special terms and conditions mentioned in the product description will prevail over any conflicting provisions of these Terms. The special terms and conditions may refer to the applicable terms and conditions of the provider of any services (such as the Accommodation Provider) and in such a case, we will provide you with a copy.
These Terms apply in addition to the Accommodation Provider’s terms and conditions. We may alter the pre-contract information applicable to your Accommodation Only Booking after it has been published on the Website and consulted by you, in particular as regards the price, cancellation terms and the organisation of the accommodation.
By making your booking request, you expressly acknowledge that you have read and understood these Terms (which may be downloaded or printed out by clicking on a special link) and the more specific descriptions of the arrangements selected on the Website. These Terms come into force when they are published online and cancel and supersede any prior versions
“Accommodation Only” means a booking for accommodation only made with an Accommodation Provider.
“Accommodation Provider” means the owner, operator or other provider of any accommodation (such as hotels) booked through SSC.
“Beneficiaries” means the persons who are named on your Booking (or any of them as applicable) in addition to you and for whom you act as an agent.
“Booking” means any booking made by you on the Website
“Description” means the description of the arrangements published on the Website which are available to book, subject to availability at the time of booking. The description of the arrangements you have booked is available in your account.
“We”, “us” and “SSC” means Suite Stay Club Ltd.
“Website” means the website published by us at www.suitestayclub.com and www.suitestay.club and the associated mobile application.
The “Member”,“You” and “your” means any adult with legal capacity who has opened an account on the Website and uses the Website to purchase the arrangements proposed by SSC. Where the context requires or permits, “you” and “your” may also include any of the Beneficiaries.
You warrant the truthfulness and accuracy of the information you provide in your own name and in the name and on behalf of all Beneficiaries and these Terms are binding on you and the Beneficiaries in full.
We may not be held liable, in any manner, if the information you provide during the registration process and/or the booking process (name, postal address, email address, telephone number etc.) is false or incorrect. The surnames and forenames you provide during the registration process (which may be consulted in your “Account” area) are automatically added as guest information when a booking is created: you are responsible for checking that the guest information is correct for each booking and for altering it, where necessary.
You undertake to protect the confidentiality of your login details and not to disclose them to a third party, in any manner whatsoever. We may not be held liable for any fraudulent use or misuse of your account, unless you can prove that it was not caused by any wrongful conduct or negligence on your part. We reserve the right to decide not to enter into a contract with you, at any time, if you use the Website fraudulently.
Arrangements may be booked on the Website using the following process:
1. You should select the destination, check in date and check out date and the number of guests.
2. After making your selection from the available options, a summary is then displayed, setting out full details of the dates, the arrangements and the total price of the arrangements, to allow you to check the details of your Booking. You must ensure that all of the information displayed corresponds to your choices, as an extra charge will apply for any subsequent alterations to your Booking or for any cancellation in accordance with the provisions of Clause 10 below
3. You must then provide the information requested (contact details, billing address, lead guest details and, where applicable, child age and/or date of birth). The arrangements are booked in the name and on behalf of all the Beneficiaries at this stage of the booking process. You must ensure that all of the information provided is correct, as an extra charge may apply for any subsequent alterations to your Booking or for any cancellation in accordance with the provisions of Clause 10 below
4. You must provide the details of the card you wish to use to pay for your Booking, in accordance with the payment terms set out in Clause 4 below.
5. You will then be asked to validate your Booking, after reading and accepting these Terms, by checking the box marked “I have read and accept Suite Stay Club terms and conditions”. All Bookings are subject to these Terms and the terms and conditions of the Accommodation Provider.
6. You will receive a Booking confirmation email along with the corresponding invoice. The information set out in the confirmation email forms part of your contract. A binding contract between you and Suite Stay Club / the Accommodation Provider, as applicable, will come into existence when this confirmation e-mail is sent.
You should not travel without suitable travel insurance which you are responsible for arranging. (Please refer to clause 12)
4.1 Prices and Taxes
4.1.1 General Provisions. The descriptions of the arrangements shown on the Website specify the services that are included in the price and any special conditions that apply for those arrangements. All our prices are shown in pounds sterling and include VAT. If the price displayed on the Website or notified to you using any other means is clearly inappropriate or unduly low compared to the objective likely value of the arrangements, we may cancel the Booking. All payments made will be refunded but we will not have any other liability to you. You may make a new Booking subject to availability and at the correct price of the arrangements.
Additionally, some taxes, resort fees and extra charges (including visitor and tourist taxes etc.) levied by the authorities of certain countries are not included in the price payable for the arrangements. You are responsible for the payment of those taxes and charges and in some cases, they must be paid locally. They will be indicated separately in the description and/or in the invoice.
No claim relating to the price of any travel arrangements will be considered once you have confirmed your Booking and you must decide whether or not you are happy with the price before making the Booking.
Unless otherwise expressly stated, prices do not generally include any personal expenses or ancillary expenses such as insurance, laundry charges, telephone charges, drinks, room service, tips, excursions or the use of sports facilities or, more generally, any arrangements that are not expressly included in the Booking summary.
If a hotel does not provide a lower price for a single room, the price of the room will be the price of a double room, even if it is only occupied by one person.
Lastly, we reserve the right to cancel or refuse any booking, if a dispute is pending with the customer who placed the booking in relation to the payment for a previous booking. In such a case, we reserve the right to deduct the amount owed to us by that customer from the monies paid and to claim the remaining amount owed for the new Booking.
4.1.2 (Revised) Price Alterations. We reserve the right and may make an adjustment to the confirmed price of your booking in the event that;
4.1.2 (a) Currency Fluctuation. In the event that the locally contracted currency fluctuates by more than 14% against Sterling between the Booking Date and the Balance Payment Date, this charge may be passed on. Anything less than 14% will be absorbed by Suite Stay Club. This will be measured using the Bank Of England rate.
4.1.2 (b) Local Taxes Collected By Suite Stay Club. In the event that local or national government taxes that Suite Stay Club are obliged to collect change or are introduced between the Booking Date and your Balance Payment Date, these charges may be passed on. In the event of any price alteration, Suite Stay Club will notify you in advance and give you the right to cancel at no charge
4.2 Payment Terms. We reserve the right to contact you at any time after the booking process to request further information and/or supporting documents relating to the payment of your Booking (copy of the credit/debit card used, copy of the holder’s proof of identity etc.).
Children under 18 cannot purchase the arrangements we offer. We are entitled to cancel a Booking which is made by someone who is under 18 when we become aware of this.
4.2.1 Payment by Credit/Debit Card. All Bookings must be paid in pounds sterling using one of the following cards:
A booking can be facilitated on one of these payment methods via Google Pay or Apple Pay where this service is offered by your browser
You warrant that you are fully authorised to use the relevant payment card and that there are sufficient funds in the relevant account or a sufficient credit limit to cover all costs required for the payment of the Booking.
The undertaking to pay when using a payment card is irrevocable. Payments may only be stopped or reversed if the card has been lost, stolen or used fraudulently or where expressly permitted by applicable legislation. A payment may not be stopped or reversed to avoid the payment of cancellation charges where no statutory right to cancel without such payment exists. In any such case, we reserve the right to take such steps as are necessary to collect our debt including, where applicable, referring the matter to the appropriate courts.
For Bookings booked 15 days or more prior to the check in date, you may decide to pay a £100 deposit at the time of booking. If the deposit is paid by credit/debit card, the balance of the Booking will automatically be debited from the card used when the Booking was placed, 14 days before the check in date. You may also decide to pay the balance early, at any time.
Full information on the deposit and the payment of the balance will be included in the Booking confirmation. We reserve the right to cancel a Booking if full payment is not received by 14 days before the check in date at the latest, regardless of the reason for that non-payment (bank refused payment, non-payment of the balance after payment of a deposit etc.). In such a case, the cancellation charges set out in Clause 10.1 below will be applied.
Your Booking confirmation will be sent via email and can be used for travel and check in purposes. If you provide us with incorrect contact details, we have no liability if the arrangements are adversely affected or made impossible by the non-receipt of travel documents.
Clause 6 – Administrative, Health Formalities & Travel Advice
6.1 Administrative Formalities. You should consult, before making your Booking and regularly before departure, the information and advice issued by the UK Foreign & Commonwealth Office including on security, local laws and passport and visa information: www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk/ for the country of destination. Where appropriate, you should also contact the embassies or consulates in the country of destination for any additional information or requirements. Unless otherwise stated in the description of the arrangements, you must bear all costs incurred for any administrative or health formalities (including any required visa)
6.2 Health Formalities. You should consult www.gov.uk/foreign-travel-advice and www.travelhealthpro.org.uk/countries to obtain further information on the recommendations and obligations arising from any health risks in the country of destination. We recommend that you plan for certain formalities at an early stage, particularly any mandatory / recommended vaccines required for certain countries.
6.3 Your Responsibilities. It is your responsibility to ensure that all persons travelling on your Booking are in possession of all necessary travel and health documents before departure and comply with all requirements applicable to your holiday (including in respect of entry into any country to or through which you are travelling).
All costs incurred in obtaining such documentation must be paid by you. We cannot accept any liability and no refunds will be made or expenses met if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation or to comply with any applicable requirements for any reason. If any such failure results in fines, surcharges or other financial penalty being imposed on us or expenses or costs being incurred by us, you will be responsible for reimbursing us accordingly.
7.1 Hotels. Some hotels do not accept under 16s or under 18s. This information will be stated in the description of the offer and you are responsible for checking the age of all Beneficiaries. You may be asked to provide a deposit by credit/debit card at the time of your arrival, to cover any expenses incurred at the hotel. It will be refunded at the end of your holiday if no expenses have been incurred.
7.1.1 Classification. The number of stars attributed to the hotel appearing in the description corresponds to a classification established as a point of reference in accordance with local standards in most host countries. However, in some countries, there may not be any official tourist board to establish and validate that classification. In such a case, the information appearing in the description is based on the hotelier’s assessment. This means that they will always differ from UK and European standards. We endeavour to keep you informed as accurately as possible regarding the condition of your accommodation.
The comments we make in our descriptions are based on our knowledge of the hotels.
The location of the hotels shown on the online map is provided as a rough guide only.
7.1.2 Rooms
We will forward any special requests for interconnecting rooms to the hotel, but we cannot guarantee that they will be available. Unless otherwise stated in the description, you may be asked to pay a charge for the installation of a cot on your arrival and such a request must be submitted at the time of booking, subject however to the number of cots available at the hotel or self-catering accommodation.
As a rough guide, based on standard times in the hotel industry, it is not generally possible to have access to hotel rooms on the day of arrival until between 2 and 5 pm. The check in time will be noted in the accommodation information as given by the Accommodation Provider.
Rooms must usually be vacated between 9 am and midday on the day of departure. The specific times applied in each hotel will be noted in the accommodation information as given by the Accommodation Provider. If you fail to vacate a room by the check-out time imposed by the hotel, an extra fee may be charged, usually an extra night’s stay, without any entitlement to claim a refund from us.
7.2 Self-Catering/Apartments. Self-catering is classified in categories (stars) based on their facilities, degree of comfort and services. Classification is not mandatory.
When you arrive at the self-catering accommodation, you will usually be required to pay a security deposit, whose amount varies in line with the size and value of the property. You are responsible for the payment of that amount, notified in the description of the offer, and it may be requested in the form of a cheque or a credit/debit card payment. If you refuse to pay that amount, you will not be granted access to your accommodation. Any damage, missing items or equipment, or cleaning costs will be deducted from the security deposit refunded to you after your holiday. You remain fully liable for the use of the property and equipment supplied with your accommodation.
An inventory and/or ingoing schedule of condition may be drawn up, at the request of the accommodation provider. The specific terms governing your access to and vacation of the accommodation are set out in the description of the offer.
The number of persons staying in that accommodation may not exceed, in any manner and even for a few days only, the maximum number of persons stated in the description of the offer. If that number is exceeded, the accommodation provider may claim an extra fee from you directly or demand that the extra persons vacate the premises.
8.1 Spa Treatments – Recreational Sports. For any treatments at spa, balneotherapy or thalassotherapy centres or recreational sports bookings, please ensure that all intended participants have the required physical fitness at the time of booking and on the date of the treatment or sports activities and please take all precautions required on account of your health. No liability will be accepted where recommended precautions are not taken.
As a general rule, under 16s are not allowed in spas and wellness facilities and children between 16 and 18 years of age must be accompanied by an adult. We would advise pregnant women to consult their doctor before making any booking, in order to confirm that it is appropriate for them to undergo sea treatments or other treatments included in any spa package. Please inform us of your stage of pregnancy when making your reservation.
No liability can be accepted or refunds provided for any activities that cannot go ahead as planned where the spa, balneotherapy or thalassotherapy centre refuses to provide booked treatments in accordance with its own terms and conditions.
8.2 Proposed Activities/Features/Facilities. The availability of the specific activities and facilities offered by hotels and other establishments is stated in the applicable description. Some activities or facilities may be temporarily unavailable or may no longer be provided for climatic reasons, in the event of unavoidable and extraordinary circumstances or where the minimum number of participants required for providing a given activity is not reached (for example, group sports and children’s club). Where we are notified in advance of your stay that any features or facilities will not be available, we will in turn notify you.
Most beaches, even so-called “private” beaches, are normally open to the public. It is possible that they are not regularly cleaned by local authorities.
Moreover, activities available at an extra cost, to be paid locally, are often operated by providers outside the hotel. Those activities will be bookable and payable by you locally. You’ll be entering into a contract directly with the excursion provider. These will be provided by third parties over whom we have no control or relationship with. We do not have any responsibility for their provision. No compensation will be paid in the event that those activities are withdrawn at the discretion of the organiser including where there is insufficient demand. We do not accept liability if you suffer loss or damage whilst on a local excursion.
Please note that some activities offered may present particular risks, especially for young and younger children. We will not be liable in the event of an incident or accident or for any injury which is due to a lack of appropriate supervision by a child’s parents.
During the high season (at the relevant destination), the number of parasols, loungers and sports equipment etc. may be insufficient for the demand.
8.3 Meals and Drinks. The meals and drinks included in your Booking depend on the meal plan you have chosen and the product you have booked. Some establishments do not provide any meals (self-catering, for example). Details of the meals and drinks covered are set out in the description of the arrangements. The following are some of the most common meal plans offered:
– All-inclusive: this includes accommodation and meals with drinks (mineral water, fruit juice, sodas, wines, local alcohol). Some alcoholic drinks and drinks between meals may not be included in the plan and will be billed separately by the hotel.
– Full board: this includes accommodation and all meals (breakfast, lunch and dinner) but drinks are not generally included.
– Half board: this includes accommodation, breakfast and either lunch or dinner, as appropriate, without drinks.
– Bed and Breakfast: this includes accommodation and breakfast.
In the case of full board or half board, drinks are not generally included, unless specifically mentioned in the description. In some countries drinking water is not always available, and any bottles of drinking water bought are therefore at the customer’s expense.
Some establishments offer several restaurant areas and the meal plan proposed is often restricted to one single area. Payment for any additional food and drink not included in the applicable meal plan must be paid for locally, to the hotel. It is necessary to comply with the hotel’s rules when on site, particularly with regard to the opening hours of the restaurant(s) or bar(s) and the places designated for the consumption of meals and drinks. The opening hours and opening of bars, restaurants and nightclubs etc. may vary and are decided, in any event, at the discretion of the establishment’s management.
Reduced mobility means different things to different individuals as we fully appreciate that individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability.
If you or anyone travelling with you suffers from reduced mobility or has any other medical condition or disability which may affect your accommodation arrangements or any special requirements as a result of reduced mobility or any medical condition or disability, please tell us before you request your Booking so that we can provide you with precise information as to the suitability of the arrangements for the person(s) concerned taking into account their needs.
In any event, you must give us full details in writing at the time of booking and whenever any change in the condition, disability or mobility occurs. You must also promptly advise us if any medical condition, disability or reduction in your mobility which may affect your stay develops after your Booking has been confirmed.
If you have any special requests which relate to any medical condition, disability or reduced mobility, please advise us before you request your Booking. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied with (where it is possible to give this) where it is important to you. Special requirements we have accepted will be specifically confirmed as accepted on or with your confirmation email
You may alter or cancel your Booking in accordance with the provisions of this Clause.
10.1 Cancellation. Any cancellation request must be done directly by the Member on the website, in the “Bookings” section, by clicking on “Cancel my booking”.
The cancellation fee will be shown at this stage and must be validated by the lead guest in order for the cancellation to be confirmed. Without the validation, the cancellation request will not be able to be carried out.
External costs not included in the service and already incurred by the Member on the effective date of cancellation or modification (in particular, and without this list being exhaustive: visas costs, other supporting documents, vaccination fees, etc.) will not be reimbursed. The cancellation fees are calculated as follows:
14 Days Before Check In Date – Loss of Deposit (equivalent to £100)
13 Days or Less Before Check In Date – Full Amount.
In the event of cancellation, after deduction of the cancellation fees due by the Member under this clause, any amount due to the Member by SSC will be paid without undue delay and in any events not later than 14 days after the contract is terminated. Without prejudice to the foregoing, where local tourist taxes are included in the amount of the Booking, they will be refunded in full to the Member in the event of cancellation of the Booking.
The cancellation of the Booking by the lead guest, whatever the reason, does not exempt them in any way from the payment of the sums of which they would remain indebted towards SSC pursuant to the provisions of this clause.
It is expressly agreed that any interrupted or shortened stay, or any service used by the Member, especially in case of a no-show will not give rise to any refund. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
10.2 Alteration. If You wish to change your travel arrangements, we will endeavour to make these changes, but it may not always be possible to do so.
Any request for alterations must be emailed to us as soon as possible by going to the Contact Us page and sending us an email by selecting the appropriate category under the “Type of Message” or directly on the website, in the “Bookings” section, by clicking on “Change my booking”.
We will forward your request to your Accommodation Provider to find out whether the requested alterations are possible and the corresponding charges but cannot guarantee that we will be able to meet any such requests.
We will then advise you of the applicable amendment charges which you must approve within the stated time in order to confirm your alteration request. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Any approval received outside the stated time frame may result in additional charges. In addition to those charges, a £16 administration charge per guest will also be applicable.
Furthermore, a request for modification shall in no case be deemed to constitute acceptance thereof. All requests must be explicitly confirmed by SSC. Any alteration of the date of departure will result in the Booking being cancelled. Consequently, such an alteration will involve the payment of cancellation charges as referred to in Clause 10.1.
If you wish to cancel part of the Booking only (for example, if one of the participants is unable to travel for any reason), we will submit a request to your Accommodation Provider or our applicable supplier(s) to find out whether any amounts may be refunded to you. We will then advise you of the applicable amendment / cancellation charges for approval. We will refund any refundable amounts to you, where possible.
Accommodation Providers may cancel and make alterations to Bookings of Accommodation Only in accordance with their applicable terms and conditions.
The arrangements on the SSC website do not include any insurance. It is essential that you have adequate insurance that covers you and your part for your entire trip.
In the unlikely event that you have a complaint about any of the services included in your stay, you must inform the supplier concerned on site without undue delay who will endeavour to resolve the issue, unless it is impossible or entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the travel services affected.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services team giving your booking reference and all other relevant information.
In order to allow us to examine your complaint properly, please provide us with all the factual evidence you have without undue delay (in particular photographs and videos). If you fail to follow the requirement to report your complaint in location we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under your contract with us.
We will only accept a complaint from the individual who made the booking and will not accept collective claims. You should contact us by emailing [email protected]. Our Customer Services team will respond to your complaint within 28 days.
Except where otherwise expressly stated in these Terms, we regret we cannot accept liability or pay any compensation or other sums where the performance or prompt performance of our contractual obligations is prevented or affected by, or you otherwise suffer any damage or loss as a result of unavoidable and extraordinary circumstances.
In these Terms, unavoidable and extraordinary circumstances means a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, flood, epidemics and closure or restriction of transport hubs or facilities including, for example, ports, airports, the Channel Tunnel or airspace.
The arrangements booked on the Website are governed by the cancellation provisions set out in these Terms and there is no cooling off period. Distance selling regulations do not apply to bookings of travel arrangements and the cancellation provisions of these regulations do not apply to bookings of accommodation.
You may transfer your Booking to someone else (introduced by you) without payment of the applicable cancellation charges provided the person(s) to whom you are making the transfer satisfies all conditions which form part of your contract with SSC. Requests for transfer must be made by email at least 7 days before the start of the stay, providing accurate information on the names, addresses and any other previously provided information (such as ages) of the person(s) making the transfer (if not everyone on the Booking) and the person(s) to whom the Booking or place(s) on the Booking are to be transferred.
In order to meet any special requirements, we may process health data or sensitive data (eg. disability, allergies) supplied by you on a voluntary basis for the proper performance of your Booking. That data may be transferred to our providers, for the sole purpose of arranging the best possible carriage and/or trip for the data subject. All processing of personal data is carried out in accordance with our privacy policy.
Our responsibilities as an agent of sale under the terms of this agreement are governed by English law.
