Terms and Conditions

The Services offered by OMGhotels.com can only be used by Customers who have read and agreed to these Agency Terms, the General Terms and the Booking Conditions of the Travel Provider. By continuing to complete the booking process, you are signifying your full acceptance of the Agency Terms, the General Terms and the Travel Providers' Booking Conditions. In doing so, you agree to fulfil, accept and comply with the statements contained within these Agency Terms, the General Terms and the Booking Conditions of the Provider. If you are unsure of anything relating to the arrangements being made, or if you have any questions regarding them, please get in touch with our dedicated Customer Support Team.


1. Definitions

‘We’, ‘us’, ‘our’ ‘OMGhotels’, ‘OMGhotels.com’ means OMGhotels.com LIMITED whose registered office is Stapeley House London Road, Stapeley, Nantwich, Cheshire, England, CW5 7JW.
OMGhotels.com Limited registered company number is 08987484.

‘You’, ‘your’, ‘customer’ means a customer who books and enters into agreement for one or more of the Services offered on this website or via our call centre.

‘Agency Terms’ means OMGhotels.com Agency Terms of Business.

‘General Terms of Business’ means OMGhotels.com General Terms of Business and the Provider’s booking conditions who agree to provide you with your accommodation booked.

‘Travel Providers Booking Conditions’ means the terms of each individual travel provider who agrees to provide you with travel arrangements.

‘Service’, ‘Services’ means a service offered on this website, such as the booking of accommodation, transfers and/or attraction services.

‘Provider’, means the travel provider of travel arrangements, such as (and not limited to) a hotel, bed and breakfast, villa, guest house, apartment, transfer and/or attraction.

‘OMG Experience’, means any two or more products including but not limited to hotel, attraction, theatre, restaurant and transfers. These are available under the OMG Experience theme on our website.


Agency Terms of Business

1. The terms and conditions in these Agency Terms of Business apply to all bookings made through OMGhotels.com, whether made on this website, via our call centre, or via any other internal or external sales channel.

2. When you make a booking for any of the Services we offer, we will arrange for you to enter into contracts with the Provider of such Services. Once a booking is completed, a contract now exists between you and the Provider. It is the Provider’s duty to provide you with the Services you have booked. It is also your responsibility to pay for the Services according to the terms of your booking.

3. By continuing your booking you confirm you have read and agreed to each of the Provider's terms and conditions here:

4. Your booking is not confirmed until you receive a booking confirmation.

5. All bookings are purchased at the individual price for each service. The total price charged for multiple bookings or services will always equal the prices charged for each individual booking.

6. OMGhotels.com is not a tour operator. This means we do not arrange or create combinations of travel products; we simply facilitate your connection to those travel providers that arrange the services offered on our website, whether singly or in a combination. Our business model is that of an advanced search engine through which you can book any service you have decided you want to book as a result of the web searches carried out by us. We act strictly as an agent only to our Travel Providers and accept no responsibility or liability for any service booked through us or for the acts or omissions of our travel providers.


General Terms of Business

1.1. You must be at least 18 years old at the time of booking. By booking you are confirming you are of this legal age and you have the capacity and authority to make a booking for our travel services. It is your responsibility to ensure the accuracy of all details supplied at the time of booking, including personal details or any other information for the Services you have booked. In making the booking, you become the organiser. As organiser you become responsible for passing on all information regarding the booking, or any changes to the booking to other travellers in your party. Should a member of your party be aged under 18 at the time the booking is made, you are certifying that you are authorised as/by the individuals parent or guardian to include any he/she that falls into this category.


If you book alone, or as part of a group of 2 or more individuals, or if you have someone make the booking for you, we will only deal with the organiser in all correspondence, including and not limited to changes, amendments and cancellations.

1.2. Once you have made your booking, we will pass your booking information to the Provider for your travel arrangements requested. Your information may also be passed to public authorities such as Customs or Border Control if required by them, or as we are required by law. You may obtain full details of our data protection policy by submitting your request in writing to our registered office.

1.3. At the time of booking, you will be issued with an email confirming your booking for your chosen Service. Once your booking is confirmed and we have received payment you will be issued with a booking confirmation on behalf of the Provider. This is confirmation of your booking and you should present this at check-in for your booked Service.

1.4. The price confirmed to you at the time of booking is the total and final price you will pay in the currency you have selected and will not be affected by price increases from our Providers to any of their Services.

1.5. If you have any special requests that are not part of the standard Services described on offer on this website, please let us know at the time of booking in the “Special Requests” section. All special requests will then be passed on to the Provider. Please be aware, Providers cannot always guarantee special requests and we are unable to advise you before you travel if your requests are not possible. The first time you will find out if your special requests were able to be provided would be on arrival, so to avoid any unexpected surprises, we advise you to contact your Provider before travelling to confirm if it has been possible. Contact details for the Provider are provided on your booking confirmation. Provider's may also charge a fee for certain special requests which unless agreed between you and the Provider will result in the special request not being met. If the Provider is unable to meet your special requests, neither they nor we have any liability to you in this respect.


2. Payments

You will be required to make full payment at the time of booking unless otherwise stated. This will be taken from your debit/credit card provided and a receipt and email confirmation will be sent to you confirming your Services booked. Please be aware that payment made at the time of booking does not mean your booking is confirmed. The bookings we make are live bookings with our Providers, this includes refundable and non-refundable bookings, which we require to have the correct and appropriate payment security from you. By making your payment you give us the authority we require from you to confirm your booking with the Provider. Should your booked Service become unavailable in the short period between us taking your payment and confirming them with the Provider, we will provide a suitable alternative Service, subject to availability.


3. Credit Card Fraud Protection

We validate your name, address and other personal information against third party databases to ensure that your credit or debit card is not being used without your consent. By accepting these terms and conditions you agree that such checks can be made. By performing these checks, the personal information you have provided may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be aware that this is done only to confirm your identity. A credit check is not performed and your credit rating will be unaffected. All information you have provided will be treated securely and in the strictest of manners in accordance with the Data Protection Act 1998.


4. Delivery of documents

All documents will be sent to you by email to your email address submitted at the time of booking. It is therefore essential that you check the accuracy of the information supplied and that you check the accuracy of the information on your documents once you receive them. We cannot be held responsible for documentation not reaching their intended destination, unless such loss is due to our negligence. This means you must check your junk/spam folders too in case your email filter places anything in there. If you do not receive any of your documents, please contact our Customer Support Team who will be happy to assist you.


5. OMG Experience vouchers

All vouchers can be redeemed to their value against any OMG Experience. If the value of the OMG Experience voucher is less than the OMG Experience being booked, any additional balance will be paid for by the customer. If the value of the OMG Experience voucher is more than the OMG Experience being booked, a credit balance will arise and can be used against a future OMG Experience.

If we and/or your Provider has to make a major change or alteration to your booking, then you will be offered by them and/or us the option of accepting the change for a future date or an exchange for the unavailable component of your booking.

If you decide to cancel your OMG Experience voucher within 14 days of purchase, an administration fee of £25GBP will apply. This will be deducted from the amount to be refunded to you. If you cancel after 14 days then no refunds are authorised. To request a refund, your request must be made by email to concierge.team@omghotels.com within the timeframe stated.


6. Cancellation, amendments and service charges

If you decide to cancel or change any aspects of your confirmed booking, we do not make any service charges. But from time to time, Providers may make certain charges themselves, such as if you wish to cancel within the cancellation penalty period or make changes to a booking in a penalty period. When you have made a booking through us with a Provider, a legally binding contract between you and the Provider comes into existence. This legally binding contract states that you accept their Booking Conditions, including their cancellation, change and fees policy. It is important that you carefully read the terms laid out by the Provider on their hotel details page on our site and/or on the booking page prior to completing a booking, as these constitute their Booking Conditions. The cancellation policy is also printed clearly on your booking confirmation.


7. Passports, visas and health

It is your responsibility to ensure that you have fulfilled all of the passport, visa and health requirements for your booking. You should confirm all such requirements for you and your party with your Foreign Office, and/or relevant Embassies and/or Consulates, Doctor and/or Health Centre.

If you are a British National or a National of the Commonwealth, you can obtain this information from the Foreign and Commonwealth Office: https://www.gov.uk/foreign-travel-advice

Please be aware that in order to travel between countries, most countries require your passport to be valid for a minimum of 6 months after your return date. You should also pay attention to the specific visa and passport requirements for countries you are in transit or transferring through.

Should you fail to comply with all passport, visa or immigration requirements, neither we nor the Provider accept any responsibility for you being unable to complete your travel plans, or if you incur any other loss.


8. Insurance

We strongly urge that you take out travel insurance adequate for your needs. It is your responsibility to ensure that any insurance cover you purchase fits your needs and by completing your booking you confirm that you have released us from all liability.


9.1 Accommodation

On rare occasions, we and/or your Provider may need to make a change or alteration to your booking. We will let you know as soon as we can if this should happen so long as there is time before your departure.

If we and/or your Provider has to make a major change or alteration to your booking, then you will be offered by them and/or us the option of accepting the change for a future date or an exchange for the unavailable component of your booking.

For the avoidance of doubt, a major change includes but is not limited to a change of hotel due to closure, overbooking, or a pricing error.


9.2. Child Discounts

Child discounts are usually based on one or more children sharing with one or more full paying adults. The Provider will usually ask for the ages of all children on a booking at check-out to ensure that they satisfy their child policy. The age of all children must meet the hotels policy at the time of check-out, not time of booking, for the discount to be valid. If a child is now outside of the Provider’s policy, additional fees may be required by the Provider to check-in.

When you search for your accommodation on our website, you will be required to enter the ages of children in your party and any discount will be applied to your booking automatically and display the discount you will be saving, should these apply to the property you have chosen. You will also be able to review your Providers child policy on their hotel details page, booking page and in the booking confirmation.


9.3. Included in the price


9.4. Not included in the price (unless otherwise stated).


9.5. Pricing

Please note that some accommodation providers charge different rates for different nationalities staying at their hotel, usually if you are a citizen of the country where you are staying. However, this does not affect UK or Irish citizens, and in most cases does not apply to EU residents travelling to another EU country where they are not a citizen. If you think that this may affect your booking, please contact our Customer Support Team to confirm that your booking will be accepted by the hotel, as resolution once you are overseas may be more difficult.


9.6. Gala Meals

At Christmas and New Year, gala meals are provided at many hotels and payment for them is usually compulsory. Gala meals are not included in any meal plans. When you make your reservation with us, we will indicate if a compulsory gala meal is included in the price. If we do not state this, then the gala meal is not included and will need to be paid for in resort.


9.7. Star ratings

Star Ratings are used across the world to symbolise the overall quality and level of standards at each accommodation type. Star ratings are based on a broad range of criteria including the range of standard facilities, quality of furnishings, quality and range of food and eateries, and the overall level of service. They range from 1 star to 5 star. For a 1 star property, you can expect the accommodation to be simple and to have limited facilities. For a 5 property you are likely to find a full range of facilities of the highest standards. Even though the star rating system is used across the world, there is no established uniform policy or consistent method of achieving a star rating, so this can mean a star rating can vary significantly by country, or even within a country. Also, while the star rating system is used across the world, it is not truly international and not all countries have rating systems. If this is the case, as an agent, we take the average rating of all the sources we have for the property. Where we are provided an official rating we will include that within the accommodation description on our website.


9.8. Self-catering accommodation deposits

Some self-catering properties require you to pay an inventory deposit when you arrive to cover against any damage or loss. This will be returned to you at the end of your stay, minus the cost of any damage or losses incurred.


9.9. Check-in and Check-out

Check-in and check-out times vary by accommodation provider but as a rule, please use this guide:

Check in: 3pm

Check out: 11am

Please refer to the hotel details page description on our website for precise times.

It may also be possible for complimentary early check-in or late check-out to be arranged. This will need to be agreed by you with the property direct and will be subject to availability and a possible service charge by the property.


9.10 Attractions

On rare occasions, we and/or your Provider may need to make a change or alteration to your booking. We will let you know as soon as we can if this should happen so long as there is time before your departure.

If we and/or your Provider has to make a major change or alteration to your booking, then you will be offered by them and/or us the option of accepting the change for a future date or an exchange for the unavailable component of your booking.

For the avoidance of doubt, a major change includes but is not limited to closure of a booked attraction, overbooking, or a pricing error.

When booking an attraction through OMGhotels.com you must give the date you will be using the attraction. Sometimes you may also have to specify a time, if applicable. With this information we will secure your attraction for the date and time given and you will be issued with a booking voucher for the attraction which you must print out and take with you on the day to redeem at the attraction. If you do not take the booking voucher we have issued, you will be denied entry to the attraction.


9.11 Restaurants

On rare occasions, we and/or your Provider may need to make a change or alteration to your booking. We will let you know as soon as we can if this should happen so long as there is time before your departure.

If we and/or your Provider has to make a major change or alteration to your booking, then you will be offered by them and/or us the option of accepting the change for a future date or an exchange for the unavailable component of your booking.

For the avoidance of doubt, a major change includes but is not limited to closure of a booked service, overbooking, or a pricing error.

When booking a restaurant through OMGhotels.com you must give the date and time you will be attending the restaurant to dine. With this information we will secure your table at the restaurant for the date and time given and you will be issued with a booking voucher for the restaurant which you must print out and take with you on the day to present at the restaurant. If you do not take the booking voucher we have issued, you will be denied from dining at the restaurant.


9.12 Transfers

On rare occasions, we and/or your Provider may need to make a change or alteration to your booking. We will let you know as soon as we can if this should happen so long as there is time before your departure.

If we and/or your Provider has to make a major change or alteration to your booking, then you will be offered by them and/or us the option of accepting the change for a future date or an exchange for the unavailable component of your booking.

For the avoidance of doubt, a major change includes but is not limited to overbooking, or a pricing error.


9.13 COVID-19

If your booking is unavailable due to COVID-19 restrictions, such as but not limited to lockdown or closure, then you will be allowed to rebook again within 24 months. No refunds are allowed.

If you have contracted COVID-19 or have been told you need to isolate and therefore cannot attend your booking, it cannot be rescheduled. It is your responsibility to ensure you have adequate travel insurance in place as stipulated above in point 8.


10.1 General

We do not accept responsibility for any expenses or costs incurred by you as a result of you making changes to your booking. We also do not accept responsibility for any changes or cancellations that arise as a result of unusual or unforeseeable circumstances beyond our control, including but not limited to act of God, war or threat of war, riots, civil disturbances, terrorist activity and any results of its consequences, fire, health risks, pandemics and epidemics, technical problems outside of our control, natural disaster, adverse weather conditions, nuclear disaster, governmental or industrial disputes, accommodation ceasing to be available, closed or congested airports or ports.


10.2. Website accuracy

We always aim to ensure that the details of all of the content of this website is accurate, including but not limited to products, descriptions, images and prices. However, given the large volume of products we offer, it is possible that from time to time some errors may arise. The product information that you can see on our website is supplied via a live feed from the Provider’s IT system. We therefore cannot accept liability for any errors.

Notwithstanding the above, in cases where a product or Service’s details are materially incorrect, we will offer you the choice of continuing with your booking at the correct price, or cancelling with a full refund of money paid on that product or Service only.


10.3. Complaint process

As an agent, we take full pride in our ability to deliver the highest standard of customer service at all times, but should you have any dissatisfaction regarding your travel arrangements, you should report this to a member of management for the relevant service.

If you have not returned home yet and the member of management for the relevant service is unable to resolve your issues and you are still unhappy, please contact the provider of your travel arrangements on the details on your booking confirmation.

If you have returned home and you are still unhappy, our Customer Support Team who will be happy to try to assist you so please address these in writing, however all decisions ultimately rest with the Provider.


10.4. Limitation of liability

For the avoidance of doubt, your booking is directly with the Provider and we are acting solely as your agent to make your travel arrangements on your behalf. We are not party to the agreement between you and the Provider and as such we accept no liability or responsibility for any complaint, loss, damage, expense, illness, personal injury, death or any other claim in respect of any aspect of your booking or travel arrangements.

While you can be certain we have chosen our Providers with care, we have no control over them and so cannot be held responsible for any action or omission of our Providers, or their agents or employees. As such, we cannot be held liable for any person not employed directly by us or under our immediate control.

We cannot be held responsible for any damage, financial or other loss you suffer due to any event beyond our reasonable control, including but not limited to act of God, war or threat of war, riots, civil disturbances, terrorist activity and any results of its consequences, fire, health risks, pandemics and epidemics, technical problems outside of our control, natural disaster, adverse weather conditions, nuclear disaster, governmental or industrial disputes, accommodation ceasing to be available, closed or congested airports or ports.

In no circumstances shall we be liable for any financial loss including but not limited to loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings, arising out of the failure or delay in performing the Services under these terms of business or otherwise in connection with these terms of business; or for any indirect, special or consequential loss or damage (howsoever arising).

In all cases our absolute aggregate maximum liability under or in connection with these terms of business (howsoever arising) shall be limited to the total price paid by the customer for the affected booking.

Nothing in these terms of business shall limit or exclude our liability for death or personal injury resulting from our negligence, fraud or fraudulent misrepresentation or from any other liability which cannot be excluded by law.


10.5. Jurisdiction

Your contract with us will be governed by English Law. Any related disputes will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, the local courts can deal with any disputes should they arise.