1.1
Dream Host UK Ltd UK Ltd is a company registered in England and Wales with company number 16175911 and whose registered office is at 195-197 Whiteladies Road, Clifton, Bristol, BS8 2SB.
1.2
Dream Host UK Ltd UK Ltd (hereafter referred to as “we”, “us” and “our”) is a serviced accommodation agency which provides booking and consulting services for business clients and individuals looking for service accommodation for personal use.
1.3
Our main website is www.dreamhostuk.com (the Website).
1.4
Our contact details are:
i. Telephone number: +44 117 251 0425
ii. Email address: Info@Dreamhostuk.com
2.1
These terms and conditions (“Terms”) set out the terms on which our clients (“you”, “your”) can make reservations for serviced accommodation which are provided by our various Host Partner Providers (as defined below) by the means set out in these Terms.
2.2
For the purposes of these Terms, you are a ‘consumer' if you are using our booking service as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. You are a ‘business customer' if you are using our booking service for purposes relating to your trade, business, craft or profession. Some terms only apply to your booking if you are a consumer and other terms only apply to your booking if you are a business customer, so please make sure you read these terms carefully.
2.3
Nothing in these Terms confers any security of tenure or other right of exclusive possession or rights of occupation on you.
2.4
Please note that Bookings (as defined below) can only be made by customers who are over the age of 18.
2.5
If you are booking the services on behalf of an organisation then you are agreeing to these Terms on behalf of that organisation and are warranting that you have authority to bind that organisation to these Terms. In that case “you” and “your” shall refer to that organisation.
3.1
In these Terms:
Agreement: these Terms and any accompanying Appendix (i.e In-house Guidelines and House rules)
Arrival Date: means the check-in or start date whichever is earlier as confirmed in the Booking for the Serviced Accommodation.
Booking: a confirmed booking for the Serviced Accommodation made by us on your behalf and under your instruction. The confirmation provided by us to you (on behalf of the Host Partner Provider)
Confirmation: confirming a Booking has been made and signifying the creation of a Booking Contract. The Booking Confirmation shall detail the Serviced Accommodation, Booking Period and the Charges due from you in accordance with the payment terms set out in the Terms of Stay and shall also include a copy of these Terms and the Terms of Stay for the Service Accommodation booked.
Booking Contract: means the contract between you and the relevant Host Partner Provider for the provision of Serviced Accommodation in accordance with the Booking together with applicable Terms of Stay.
Booking Period: means the period commencing on the Arrival Date and ending on the End Date.
Booking Services: means our accommodation services in sourcing, booking and arranging the Serviced Accommodation on your behalf.
Charges: means the fees payable for the Serviced Accommodation, as set out in the Booking Confirmation and Terms of Stay for the full Booking Period together with any applicable Extras.
End-Date: means the check-out date, or last day of the Serviced Accommodation and any stipulated room check-out times.
Extras: any additional services provided to you during your stay by the Host Partner Provider or their associates including but not limited to: Car parking charges, meeting room hire, gym fees (where applicable), room service, equipment hire, Breakfast and other meal charges etc.
House Guidelines: means the rules of use applying to the Serviced Accommodation contained in the Appendix.
Host Partner Provider: means the owner, operator or provider of the Serviced Accommodation.
Serviced Accommodation: means the furnished and managed accommodation provided by or on behalf of the Host Partner Provider.
Terms: these booking terms and conditions.
Terms of Stay: means the Host Partner Provider's terms and conditions (provided to you within the Booking Confirmation), which may include details of the Charges, payment period and terms, security deposit if applicable, cancellation policy, extension policy, other applicable policies of the Host Partner Provider, and any Extras in respect of the relevant Serviced Accommodation.
Traveller: means the person or persons who are named in the Booking Confirmation or otherwise authorised by the Host Partner Provider in writing to use a Serviced Accommodation during the Booking Period.
4.1
We do not supply the Serviced Accommodation ourselves but act as an agent on your behalf and in accordance with your instructions. We therefore act as your agent when placing Bookings as part of the Booking Services, in order to help you arrange and pay for Serviced Accommodation. When we make a Booking on your instruction, we will enter you into a separate contract with the Host Partner Provider who will be named on the Booking Confirmation. Accordingly, you authorise us, acting as your agent, to: (a) confirm Bookings in your name; and (b) in respect of each Booking, conclude a contract in your name with the relevant Host Partner Provider, including, for the avoidance of doubt, a Booking Contract.
4.2
Your Booking will be subject to the Terms of Stay, in addition to the Agreement.
4.3
The Agreement governs the contractual relationship between you and us under which we provide you with the Booking Services. They apply to the exclusion of any other terms and conditions that you seek to impose or incorporate or which are implied by trade custom, practice or course of dealing.
4.4
In respect of each Booking the Booking Contract for the provision of the Serviced Accommodation will be between you and the Host Partner Provider, on the Terms of Stay. We are not a party to the Booking Contract, nor shall we have any responsibility to you for the provision and/or condition of the Serviced Accommodation.
4.5
General agreement. The parties agree that the Agreement shall be considered a “general agreement” for the purposes of business travel exemption within the Package Travel and Linked Serviced Accommodation Regulations 2018 (“PTR”) and the Civil Aviation (Air Travel Organisers' Licensing) Regulations 2012 (“ATOL Regulations”). Accordingly, the Serviced Accommodation sourced and booked by us as part of its provision of the Booking Services are exempt from the scope of the PTR and the ATOL Regulations and the Client and/or Client personnel is not afforded any of the rights provided by the PTR or ATOL Regulations.
5.1
To make a Booking you should contact us via our website, or by telephone or email to request us to provide the Booking Services. When making such a request, you should provide us with as much information as we reasonably request including any requested Extras to enable us to provide the Booking Services and to make a Booking of Serviced Accommodation on your behalf. Should the Serviced Accommodation requested by you be available, we shall place a booking request for the Serviced Accommodation with the relevant Host Partner Provider on your behalf. Please note that all Serviced Accommodation is subject to availability.
5.2
Should the booking request be accepted by the Host Partner Provider, the Host Partner Provider will issue a Booking Confirmation. When the Host Partner Provider issues the Booking Confirmation, the Booking is confirmed and a Booking Contract between you and the Host
Partner Provider shall exist. The Booking Confirmation represents a binding legal obligation on your behalf to pay the Charges.
5.3
Your Booking Confirmation will include your reservation and a link to the Terms of Stay. We strongly recommend you read these terms and conditions. It is your responsibility to check the Booking Confirmation. You should check the dates, times details, the location of the Serviced Accommodation, the applicable cancellation policy as well as any specific requirements you may have. If anything is incorrect, please inform us without delay. You are responsible for ensuring that your Booking and Booking Confirmation is complete and accurate. By accepting the booking, you acknowledge and agree to be bound by all applicable terms and conditions.
6.1
Booking amendment and cancellation requests by You
6.1.1
Once your booking has been confirmed by the Host Partner Provider, you agree to the relevant cancellation and no-show policy of the Host Partner Provider which is provided within the Booking Confirmation and as part of the Terms of Stay.
6.1.2
Should you wish to cancel or amend all or part of your booking, you are required to notify us in writing. In doing so, you must provide us with adequate notice to allow sufficient time for us to process the cancellation or amendment request with the relevant Host Partner Provider, considering the applicable time zones for both the Host Partner Provider and us.
6.1.3
Cancellations and amendments can only be accepted in accordance with the Terms of Stay and will be subject to the Host Partner Provider's applicable policy on cancellations and amendments. You will be liable to pay any cancellation or amendment charges or price increase imposed by the Host Partner Provider.
6.1.4
We reserve the right to impose an administration fee for handling your amendment or cancellation requests. While we strive to accommodate changes when possible, frequent amendments can disrupt the booking process and impact the efficiency of our operations. This fee helps cover the additional administrative work involved in managing such requests and ensures we continue to provide timely and effective service to all of our clients
6.1.5
If you are unable to check-in on the Arrival Date, you must notify us as soon as possible as the Host Partner Provider will often be entitled to treat this as a “no-show” and cancel your Booking without further reference to you.
6.2
Amendment or Cancellation by the Host Partner Provider
6.2.1
In the unlikely event that changes or cancellations are made to your booking by the Host Partner Provider, we will promptly inform you once we receive notification from the Host Partner Provider. While such occurrences are exceedingly rare, they can happen
under unique circumstances, and we are committed to keeping you informed in a timely manner
6.2.2
If, as part of any such amended or cancelled Booking, the Host Partner Provider offers alternative arrangements or a refund we will notify you and you must then inform us whether you wish to accept the alternative arrangements or a refund within the time frame stipulated.
6.2.3
Where no alternative arrangements are offered by the Host Partner Provider or you, acting reasonably, reject the alternative arrangements, we shall assist you (in our capacity of acting as an agent only) in sourcing alternative arrangements, at your request.
6.2.4
We accept no liability for any changes or cancellations made by the Host Partner Provider to any Booking.
7.1
You agree to, and if making a Booking on behalf of a third party you agree that all Travellers, accompanying family members and any visitors shall:
7.1.1
comply with the policies of the Host Partner Provider;
7.1.2
comply with the “House Guidelines” (as contained in the Appendix to these Terms).
7.2
The Host Partner Provider, or we, on behalf of the Host Partner Provider, may terminate your Booking and ask you to leave the Serviced Accommodation with immediate effect without providing you with a refund of the Charges if in the Host Partner Provider or our reasonable opinion, you or any Traveller(s) or visitor to the Serviced Accommodation have:
7.2.1
failed to pay any sums when they fall due under these Terms;
7.2.2
breached any of these Terms or the Host Partner Providers Policies;
7.2.3
committed any illegal activity;
7.2.4
behaved antisocially or caused a nuisance to neighbours, for example playing music in such a manner as to be audible outside the Serviced Accommodation at any time;
7.2.5
caused any damage or acted in a way that is likely to cause damage to the Serviced Accommodation or any other person or property;
7.2.6
acted in a way which could expose us or the Host Partner Provider to any third-party liability or to criminal liability.
7.3
Any breach of “Your Obligations” by a Traveller or visitor to the Serviced Accommodation will for the purpose of these Terms be considered a breach by you.
8.1
You are responsible for paying, in full, all Charges payable in respect of each Booking. If full payment of such sums is not received by the Host Partner Provider by the applicable due date, the Host Partner Provider may refuse to confirm your Booking or, if a Booking has been
confirmed, may cancel your Booking and charge the cancellation fees set out in the Terms of Stay.
8.2
You and/or the Traveller(s) are responsible for paying for any Extras or other charges which are incurred or charged by the Host Partner Provider in connection with a Booking. Normally these Extras or other charges will need to be paid for prior to the End Date. If for any reason the Host Partner Provider charges us for any Extras, you agree to reimburse us for these charges and to discharge any invoice we may issue to you relating to them making payment to a bank account nominated in writing by us from time to time.
8.3
You will pay all amounts due to us in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required by law).
8.4
Where VAT is payable in respect of some or all of the Booking, you must pay such additional amounts in respect of VAT, at the applicable rate, at the same time as you pay the Charges.
8.5
We will receive commission payments from Host Partner Providers in consideration for placing Bookings with the Host Partner Provider. In no circumstances shall the availability (or lack) of such commission influence our decision to use a particular Host Partner Provider.
8.6
The Host Partner Provider may require payment of a security deposit to cover any damage to the Serviced Accommodation, loss or breakages during the Booking Period, cleaning charges if the Serviced Accommodation is left in an unsatisfactory condition or the non-payment of Extras.
8.7
If this applies to your Serviced Accommodation it will be set out in the Terms of Stay. You agree to provide the security deposit if required and on the terms requested by the Host Partner Provider, or by us. The Host Partner Provider may request the security deposit is made by the way of pre-authorisation of a corporate credit card, or by invoice, for the amount requested by the Host Partner Provider when the Booking is confirmed.
8.8
Should the Host Partner Provider wish to make any deductions from the security deposit, we will request supporting information from the Host Partner Provider to justify any such deduction. We may also request your assistance in responding to any such request from the Host Partner Provider.
9.1
You shall indemnify us against all liabilities, costs, expenses, damages and losses (including but not limited to any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with:
9.1.1
your breach or negligent performance or non-performance of these Terms;
9.1.2
your breach or negligent performance or non-performance of the Booking Contract with the Host Partner Provider, including any breach by you of the Terms of Stay;
9.1.3
costs incurred by you or your guests directly with the Host Partner Provider, including any additional services purchased directly from the Host Partner Provider, and any charges imposed by the Host Partner Provider due to damage caused by your or your guests' negligence or behaviour.
9.2
This indemnity shall not cover us to the extent that a claim under it results from our negligence or wilful misconduct.
10.1
You acknowledge that our sole obligation to you is to provide a booking service for and on behalf of our Host Partner Providers in accordance with these Terms. The Serviced Accommodation is (i) owned and operated by the Host Partner Provider, or (ii) owned by a third party landlord who appoints the Host Partner Provider to take reservations for the Serviced Accommodation on the landlord's behalf or allow Serviced Accommodation Booking Agents to take reservations on their own behalf. As an agent, we accept no responsibility for the Booking Contract or the actual provision of the Serviced Accommodation.
10.2
While we have used reasonable care in obtaining accurate descriptions of the Serviced Accommodations for use on our Website and have obtained assurances from Host Partner Providers that these descriptions are accurate in all material respects, we do not own the Serviced Accommodation and we cannot offer you any guarantees in relation to the Serviced Accommodation.
10.3
This clause 10.3 applies if you are a consumer:
10.3.1
If we breach these Terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable' we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
10.3.2
We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
10.3.3
Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
10.4
This clause 10.4 applies if you are a business customer:
10.4.1
Subject to the below, our liability under or in connection with these Terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) will not exceed the amount of £3,000.
10.4.2
We will not be liable to you under or in connection with these terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) for:
10.4.2.1
consequential, indirect or special losses; or
10.4.2.2
any of the following (whether direct or indirect):
10.4.2.2.1
loss of profit;
10.4.2.2.2
loss or corruption of data;
10.4.2.2.3
loss or corruption of software or systems;
10.4.2.2.4
loss or damage to equipment;
10.4.2.2.5
loss of use;
10.4.2.2.6
loss of opportunity;
10.4.2.2.7
loss of savings, discount or rebate (whether actual or anticipated); or
10.4.2.2.8
harm to reputation or loss of goodwill.
10.4.3
Nothing in these terms will limit or exclude our liability for:
10.4.3.1
death or personal injury caused by negligence;
10.4.3.2
fraud or fraudulent misrepresentation; or
10.4.3.3
any other losses which cannot be excluded or limited by law.
11.1
Please highlight any requests or minor issues about the Serviced Accommodation to the Host Partner Provider in the first instance. Should you experience a more serious issue, or the Host Partner Provider fails to adequately address issues you have raised to them for resolution, please contact us who will address and resolve the issue with the Host Partner Provider on your behalf.
11.2
We aim to provide a consistently high standard of booking services to our clients and Travellers, and we welcome feedback on our performance. If you have any concerns or comments about the service you have received from us, please contact us at info@dreamhostuk.com or +0044 117 251 0425.
12.1
If you contact us or receive services from us, we collect information about you and any Traveller(s). You may give us the information, or your employer (our corporate client) may provide it to us directly. This may include your name, email address, phone numbers, employer, and physical work address(es), as well as details about your accommodation requirements (including budget, details of your stay and preferred accommodation type).
12.2
Where we request information from you regarding you or Traveller(s) to facilitate the Booking, you agree to promptly provide us with all such information that we may request and that such information provided will be accurate, complete and up-to-date. Furthermore, you agree to notify us immediately of any changes to such information.
12.3
Where you provide us with information about a third party (including Travellers), you confirm that you have their authority to provide such information to us for use in accordance with our Privacy Policy.
12.4
For further information about how we use, share and store personal information, please see our Privacy Notice which can be viewed here: https://www.dreamhostuk.com/privacy
13.1
Events beyond each party's control.
13.1.1
In this Agreement, Force Majeure means an event or sequence of events beyond a party's reasonable control preventing or delaying it from performing its obligations under this Agreement. Inability to pay is not Force Majeure.
13.1.2
A party shall not be liable if delayed in or prevented from performing its obligations under this Agreement due to Force Majeure. The affected party shall:
13.1.2.1
promptly notify the other of the Force Majeure event and its expected duration; and
13.1.2.2
use reasonable endeavours to minimise the effects of that event.
13.1.3
If, due to Force Majeure, a party:
13.1.3.1
is unable to perform a material obligation; or
13.1.3.2
is delayed in or prevented from performing its obligations for a continuous period of more than 30 days,
either party may terminate this Agreement on not less than 30 days' written notice.
13.2
Assignment and transfer.
13.2.1
We may assign or transfer our rights and obligations under the Terms to another entity but will always notify you in writing if this happens.
13.2.2
You may only assign or transfer your rights or your obligations under the Terms to another person if we agree in writing.
13.3
Variation. Any variation of the Terms only has effect if it is in writing and signed by you and us (or our respective authorised representatives).
13.4
Waiver. If we do not insist that you perform any of your obligations under the Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you or that you do not have to comply with those obligations. If we do waive any rights, we will only do so in writing, and that will not mean that we will automatically waive any right related to any later default by you.
13.5
Severance. Each paragraph of the Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
13.6
Third party rights. The Terms and (where applicable) the Agreement is between you and us. No other person has any rights to enforce any of its terms.
13.7
Entire agreement. The Terms and (where applicable) Agreement is the entire agreement between you and us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in these Terms or the Agreement.
14.1
If you are a consumer, the laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.
14.2
If you are a business customer, these terms and any dispute or claim arising out of, or in connection with, the terms, their subject matter or formation (including non-contractual disputes or claims) will be governed by, and construed in accordance with, the laws of England and Wales. You and us both irrevocably agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with, these terms, their subject matter or formation (including non-contractual disputes or claims).