TERMS AND CONDITIONS

1.Terms of Booking / Booking Deposit / Payment

By placing a booking with us (Hotel Taormina) you (the lead guest) and your booking party (guests) agree to the following terms and conditions as set-out. During your stay you agree to abide by the subsequent conditions as set-out. The only terms and conditions that apply to any booking regardless of its booking method and/or booking channel are the ones as set out in this document. If you have any questions about booking with us, please contact us before making a booking. The hotel declines any liability and engagement towards guests without a final booking confirmation, either received by a third party or by the hotel directly. Always ask for a written confirmation containing all the details and a confirmation number/reference. The hotel is not liable for rate and availability fluctuations on any online and offline channel. We are only committed to proceed according to the booking details as stated in the final written confirmation, subject to our general terms and conditions.

To place a booking with us the lead guest must be at least 16 years of age. The maximum number of staying guests per room is illustrated in the room occupancy details on the website. Where the person making the booking is different to the lead guest taking up the occupation, the person making the booking may be held responsible for cancellation, non-arrival and damages as set-out within. Only the lead guest and the named booking party are allowed to use the property and its facilities, any third party visitors are only allowed access at our express permission.

To secure any booking we require a credit card to block and hold the total amount of the booking (100%). Deposits are only refundable under the conditions set-out here within. Deposit payments can be made online when available/ over the phone by credit card (with a prior identification process) as well as by digital bank transfer. Any charges raised against us by our banks for handling dishonored bank transfers or any other payments, must be reimbursed by the lead guest within seven (7) days of any request to do so. In case of group bookings the hotel requires a guarantee advance (deposit) equal to 50% of the booking total. This special condition will always be communicated to the guest in case this applies. The hotel reserves the right to reject and/or cancel any booking when a credit card or advance payment (deposit) guarantee is missing.

The payment of the entire amount is done upon check-in. Debit cards, credit cards and cash are accepted as payment methods. The hotel reserves the right to deny access and cancel the reservation if this rule is not complied with. In case of dispute about the payment it is the guest’s responsibility to provide proof of any payment. If this proof cannot be presented the hotel will apply its condition of immediate payment. We are not allowed to take payment from the credit card provided during the booking process unless explicitly specified through an authorization form and a former identity check. Even in this case the lead guest should be aware of the special terms that have been applied to his/her booking and in possession of proof. We handle according to the assumption that every party is informed about special conditions and instructions with the mutual responsibility to provide proof. If not specified or unproven, the general terms of immediate payment will always apply.

The hotel is not liable nor responsible for incorrect or inaccurate information shown on any other/indirect channels (e.g. Online Trading Agencies, GDS,...) . Only the hotel, the employees, the managers and the official direct channels can provide the most accurate information about the establishment and its aminities.

2. Code of conduct

All guests agree to respect the privacy and peace of all other staying guests, neighbors, staff members and the owners at all times. We reserve the right to cancel a booking with immediate effect if guests are not honoring this agreement or causing a disturbance / nuisance to other guests, neighbors, staff members or the owners. Any staff member of the hotel has the right to call the police forces in case of verbal and/or physical aggression towards any person inside and around the establishment. The hotel reserves the right to expel and/or banish the guest from the establishment in case of severe, regular or persistent misbehavior.

In case of misconduct by any staff member the guests are requested to file a written complaint towards the management by any of the following methods:

It is required to explain the issue as detailed as possible in order to review the incident and allow the management to take concrete action.

3. Check-in / Check-out / Breakfast

Guests must check-in and check-out by the times stated below;

Check-in by: 15:00PM and before 24:00PM on day of arrival

Check-out by: 11:00AM on day of departure

The breakfast is served between 6:00 AM and 9:00 AM during weekdays and from 8:30 AM and 10:00 AM during weekends and holidays. The hotel reserves the right to change this times providing a notification to the guest in a timely manner. Access to the breakfast facility is submitted to an entrance check. Any guest entering the breakfast area without a prior booking for the service will be charged the entire price of the breakfast facility (€15,00) regardless of what is consumed. The hotel declines any refund request for non-consumed breakfasts if not notified upon check-in. For a free deduction of this charge on a day different from the check-in day, the reception has to be warned at last by 18:00PM the day before the supposed use of the facility.

The hotel reserves the right to expel the lead guest from the hotel if the latest check-out time is not respected.

3. Cancellation, Returned Deposit & Non-Arrival Conditions

Guest who need to cancel a booking should contact us as soon as possible. Deposits or pre-authorizations already paid/blocked are only returned in accordance with the following conditions;

Cancellation made 48hrs or more in advance of arrival date = Full deposit refund

Cancellation made 48hrs or less of arrival date = Penalty equal to 100% of the first night

Non-arrival guests, who are unable to attend or fail to attend for whatever reason forfeit their deposit paid and the full amount of the first night will be due. Any non-arrival (no-show) is subject to a penalty fee equal to 100% of the first night. All arrivals should be done before 11:59 PM. Any booking without arrival before 11:59 PM will be considered as a no-show and will be cancelled with application of the penalty fee.

In the rare event we need to cancel your booking with us, please be aware that we cannot be held liable for circumstances beyond our control and that our liability to you is limited to the refund of any payment already made.

The hotel reserves the right to cancel any unguaranteed booking without any further consequences. See 1.Terms of Booking / Booking Deposit / Payment

4. WiFi Fair & Appropriate Usage Policy

Where WiFi Internet access is provided, guests accept to use this access to the Internet fairly and appropriately. We may monitor network performance and user usage in order to maintain a fair and high level of service to all our guests.

The Internet access provided is intended for general use such as access to the world wide web, email, messaging, social media, light video / music / media streaming. It is not intended or ideally suited for heavy media streaming, online gaming, extensive downloads / uploads. Access to illegal activity or use of our network for illegal activity is strictly prohibited and will be reported to local authorities.

5. Damages & Lost Property

We reserve the right to charge the lead guest for any damages caused through the course of a booking by any member of the booking party. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Any accidental damages should be reported as soon as possible in order to minimize damage and associated costs. Lost keys / access cards will incur a replacement charge per key / card lost.

Any lost property, if discovered and found, left behind by guests during a stay will be held for a period of 1 month. While we will make our best efforts to reunite lost property with their owners we accept no responsibility in replacing lost items and encourage guests to ensure they have all their belonging before checking-out. We may offer to post lost items via recorded delivery at the cost of the property owner, otherwise collection can be arranged.

6. Room aminities

The hotel and its rooms are furnished according to the 3 stars standard as officially recognized by Toerisme Vlaanderen. Recurrent inspections and upgrades are made with the goal to preserve this standard.

More information about the room aminities and hotel services can be obtained from the official website www.taorminahotel.be or from the front desk.

Some facilities are subject to a limited supply (e.g. air conditioning). The hotel and its employees are not responsible for any kind of shortage for this facilities caused by the dynamics of demand and supply. The hotel will therefore never provide any kind of guarantee on limited services, facilities and aminities. The hotel staff will always provide the best available alternative to compensate for the shortage of any expected limited service. Any (free) cancellation request or refund request for a missing limited service, facility or amenity will be rejected.

7. Smoking

Smoking of any tobacco products including, but not limited to cigarettes, pipes, cigars, e-cigarettes, snuff or chewing tobacco, is only allowed on the balcony of the room (when available), on the patio of the restaurant, the parking lot and at the main entrances of the hotel.

8. Pets

We do not accept pets throughout the accommodation.

9. Parking

Guests accept that they park their vehicles at their own risk. Our parking lot is free of charge during the stay. It is mandatory to request explicit permission at the front desk in case guests wish to leave their vehicle parked after the latest check-out time on the day of departure. The hotel has the right to ask for a daily fee in case of extended use of our parking lot. The guest will always be informed about this rate. The hotel has the right to call a towing service in case of abuse of our parking lot. These costs will be claimed to the lead guest or any party involved in the booking.

The parking lot is equipped with safety cameras as stated on the signs at the entrances. The hotel is not liable for any damage to or theft of the vehicles and it’s belongings.

10. Safety/surveillance cameras and recordings

The hotel does not release any recordings unless explicitly required by the police. The staff members have no access to the safety systems and its recordings. Only the general manager is in charge of and authorized to view, record and use the images in the context of the general safety of the establishment and its guests. The safety cameras are installed, declared and used according to the Belgian law: Camera act of 21 March 2007 and further updates.

11. Your Personal Details & Privacy

We are required to keep a register of guests over the age of 16 who stay with us, this includes full names and nationality, passport numbers, place of issue,... This is in accordance with the law of 1 March 2007 and the Royal Decree of 27 April 2007 on the registration and checking of guests staying In tourist accommodation. These records are kept for internal use only and in compliance with the GDPR (General Data Protection Regulation). Only the police forces are authorized to ask personal information and booking details of our guests. The hotel reserves the right to deny access and cancel the booking of any person refusing to comply with the identification process.

12. Our Right To Cancellation

We reserve the right to cancel any booking without compensation, refund or reimbursement if the terms of these conditions are breached.

12. Complaints

The guest reserves the right to complain only when the observed shortcomings are reported immediately to the front desk. Any permanent or unsolved shortcoming during the stay will be the guest’s responsibility if not timely reported. The hotel will decline any later compensation or intervention request for complaints that have never been stated. The hotel, its staff members and the management will do everything in their power to resolve any issue immediately.

The hotel declines any responsibility in shortcomings due to any external factors, force majeure, emergency or third party. In this case the staff members and the management will always provide the best available solution awaiting action from the concerned party / authority.

Complaints about quality and/or provisions will only be considered when realistic and in line with the norms, requirements and standards of a three (3) star hotel defined by the tourism & travel authority Toerisme Vlaanderen.

Online reviews and/or complaints will be published and replied to when written in a polite and constructive manner. Any honorless and inappropriate language and/or comment will be removed or requested to be removed. The hotel reserves the right to file a complaint to the local authorities and involved parties in case of defamation.