BOOKING TERMS AND CONDITIONS
These booking terms and conditions (“Booking Terms”) set out the basis on which Reservoir Hotels (as defined below) will provide accommodation and other products and services at its Hotels to Guests. By making a Booking (as defined below) the Customer agrees to comply, and to ensure that all Guests comply with these Booking Terms.
INTERPRETATION
In these Booking Terms, unless the context otherwise requires, the following expressions have the following meanings:
“Arrival Date” means the date on which the Guest(s)’ stay at the Hotel is due to commence.;
“Booking” means the reservation by the Customer of accommodation and any other products and services detailed in the Booking which is accepted by Reservoir Hotels;
“Booking Details” means the details of the Booking including the number of Guests, the number of rooms required, the Arrival Date and duration of the Guest(s)’ stay at the Hotel and any other products and/or services to be included in the Booking;
“Booking Engine” means the online booking facility provided by a third party on Reservoir Hotels’s behalf (including Cloudbeds);
“Charges” means the charges payable by the Customer in connection with the Booking;
“Customer” means the person who makes the Booking;
“Reservoir Hotels” means Reservoir Hotels Hotels Limited (registered company number 03192617) and/or such other company in the same group of companies as Reservoir Hotels that operates the Hotel;
“Guest” means the Customer and/or any other people included in a Booking;
“Hotel” means the Hotel operated by Reservoir Hotels, the location of which is specified in the Booking; and
“Website” means www.reservoirhotels.com.
1. BOOKINGS
1.1 Customers can make a Booking:
a) through the Booking Engine via the Website; or
b) by contacting Reservoir Hotels’s staff at the Hotel.
1.2 When making a Booking, Customers will be required to provide identification information including, but not limited to, the name, contact telephone number and email address of the Customer.
1.3 No request for a Booking shall be deemed to be accepted unless and until Reservoir Hotels confirms its acceptance and provides a booking confirmation.
1.4 Reservoir Hotels will use its reasonable endeavors to accommodate any request from the Customer to change the Booking Details. Any request to change the dates or length of stay, increase the number of Guests, change room type or add products and/or services will be subject to availability and, where the cost for such amended Booking would be higher than the original Booking, the Customer shall pay Reservoir Hotels’s standard rates from time to time for the amended Booking. Reservoir Hotels shall not be obliged to refund any part of the Charges for the original Booking if the cost of the amended Booking is less than the original Booking.
1.5 No Guest may re-sell or transfer all or any part of a booking. Reservoir Hotels reserves the right to cancel any Booking if it has reasonable grounds to suspect that a Guest is in breach of this clause.
1.6 Bookings for 10 or more Guests will constitute a group booking and additional Booking Terms apply. Group reservations can only be made through our reservations team and Reservoir Hotels reserves the right to cancel it otherwise as set out on the group booking contract.
2. FEES AND PAYMENT
2.1 Unless otherwise agreed by Reservoir Hotels, the Charges only cover the provision of accommodation at the booked Hotel and the Customer may incur additional charges for services such as food and beverage or travel services (amongst others, the “Additional Charges”).
2.2 Customers will be informed of Additional Charges before they are incurred.
2.3 Bookings will be subject to the Customer making payment of the Charges in full in advance or providing valid debit card or credit card details from which the Charges can be taken at the relevant time in accordance with the Booking Terms of the Booking.
2.4 Any Additional Charges must be paid either as they are incurred or, at Reservoir Hotels’s option, at check out.
2.5 Reservoir Hotels may require each Guest to present a valid payment card upon check-in or in advance, on which an amount of sufficient pre-authorization can be obtained. For Advance purchase rates, we require the payment card used for booking to be presented upon check in.
2.6 The following payment methods are accepted by Reservoir Hotels:
a) Credit and Debit Cards for Bookings via the Booking Engine.
b) Cash or Credit or Debit Cards, if the Customer is paying in person at the Hotel.
2.7 The Charges include all applicable government taxes and fees, including but not limited to Value Added Tax, City/Municipal Tax, Public Lighting Tax etc. (if applicable) at the time the Booking is made. Should the rate of any government imposed taxes or fees be increased, Reservoir Hotels will be entitled to adjust the Charges accordingly.
2.8 Where the Customer fails to pay any Charges or Additional Charges, Reservoir Hotels reserves the right to charge interest at the applicable statutory interest rate in the jurisdiction of the Hotel.
2.9 The Customer is responsible for any bank charges and foreign exchange fees in relation to payment of the Charges or the Additional Charges. In the event of a chargeback, Reservoir Hotels reserves the right to re-charge the Customer for the costs it incurs.
2.10 Where Reservoir Hotels makes a refund to the Customer, it shall use the same payment method as used for the original payment.
3. CANCELLATIONS
3. CANCELLATIONS
3.1 The Customer will be informed of the cancellation policy at the time of making the Booking. The cancellation policy is “full charge of the full stay, if canceled within 90 days of arrival”, unless otherwise specified during the booking process.
3.2 Where the Customer fails to give sufficient notice of cancellation or fails to arrive (no show) at the Hotel, the entire Booking will be deemed canceled and the Customer must pay the Hotel an amount equal to the Charges for the full stay. Reservoir Hotels shall be entitled to collect such an amount from the Customer’s credit or debit card used to make the Booking without further notice to the Customer.
3.3 Reservoir Hotels may at any time cancel the Booking without liability if:
a) the payment details provided by the Customer are invalid and the Customer fails to provide alternative valid details;
b) the information provided by the Customer in relation to the Booking is misleading or false (for example in relation to the identity of any Guest or the purpose of the stay);
c) Reservoir Hotels reasonably believes that fulfilling the Booking might negatively affect the reputation or operation of Reservoir Hotels due to the fault of the Customer or because the performance of any of Reservoir Hotels’s obligations would expose Reservoir Hotels or the Reservoir Hotels group to civil or criminal proceedings of any kind, whether because the purpose of the stay is unlawful or otherwise; or
d) Reservoir Hotels repays to the Customer any advance payment made in relation to the Booking.
e) In addition, Reservoir Hotels may at any time cancel the Booking if the Hotel or the room(s) booked become unavailable due to circumstances outside Reservoir Hotels’s control (including without limitation, extreme adverse weather, industrial action, epidemic or pandemic, any law or any action taken by a government or public authority, natural disaster), in which case Reservoir Hotels will (at its election) either offer the Customer a refund or the option to rebook for a different date(s) (subject to availability) at no additional charge.
4. CHECK IN AND CHECK OUT
4.1 Unless otherwise specified in the Booking Details, check-in time is from 14:00 local time. Earlier check-in may be available subject to prior arrangement with Reservoir Hotels and subject to the full range of services and facilities at the Hotel not being available until the standard check in time.
4.2 Unless otherwise specified in the Booking Details, check-out time is 12:00 local time. Later check-out times may be possible by prior arrangement with an additional charge and subject to availability. In the absence of such prior arrangement, Reservoir Hotels reserves the right to charge an additional night’s accommodation at the standard applicable rate for the occupied room/bed(s) if any Guest fails to check out by the specified time.
5. HOUSE RULES
5.1 Valid photo identification for all Guests in the form of a Driver’s Licence, Passport or National ID card is required at check-in.
5.2 Guests must conduct themselves in a reasonable and responsible manner at the Hotel and must not act in any way which may disturb other guests. Failure to adhere to this requirement may result in Guests being asked to leave the Hotel in which event all Charges and Additional Charges shall become immediately payable by the Guest or Customer (at Reservoir Hotels’s election).
5.3 Smoking (including e-cigarettes, vapes and similar) is not permitted inside the Hotel and Guests must not tamper with or disable smoke alarms or open emergency doors. Smoking is only permitted in the designated smoking areas. Reservoir Hotels reserves the right to charge a fee of at least US$250 (or equivalent in local currency), or a higher amount where Reservoir Hotels suffers loss as a result of a Guest’s actions.
5.4 The Customer will be responsible for any loss, damage or extra cleaning at the Hotel caused by the Guests or visitor of any Guest. Reservoir Hotels reserves the right to charge the Guest or Customer (at Reservoir Hotels’s election) for Reservoir Hotels’s reasonable costs of repairing, cleaning or replacing any property of Reservoir Hotels which is damaged, spoiled or lost by a Guest or where a room is left in a condition which requires extra cleaning.
6. AVAILABILITY
6.1 Unless otherwise specified at the time of booking and confirmed in the Booking confirmation by Reservoir Hotels, the Charges do not include any food or beverages.
6.2 Guests may only consume food and beverages purchased from Reservoir Hotels in the Hotel.
6.3 No alcohol shall be provided to Guests who are not of legal drinking age.
7. DISABLED GUESTS
7.1 We welcome all, regardless of race, nationality, gender, gender identity, age or ability. To ensure we can assist our guests, we need the Customer to inform us at the time of making the Booking if any Guest has special requirements because of a disability.
8. RESERVOIR HOTELS LIABILITY
8.1 Nothing in these Booking Terms purports to limit or exclude Reservoir Hotels liability for any matter for which it would be illegal for Reservoir Hotels to limit or exclude its liability.
8.2 Reservoir Hotels shall not be liable, in contract, tort (including negligence) or for breach of statutory duty or in any other way for:
a) any loss arising from or in connection with loss of revenues, loss of profits, loss of contracts or loss of business or failure to realize anticipated savings;
b) any loss of goodwill or reputation; or
c) any indirect or consequential losses suffered or incurred by any Guest, arising out of or in connection with the use of the Hotel or any other matter under this Agreement.
8.3 Neither Reservoir Hotels nor the Reservoir Hotels group, their agents, contractors or employees shall be liable for any loss, damage, destruction or injury which may be caused to the assets, property or any item of equipment, furniture, stock or the like, brought onto Reservoir Hotels premises by a Guest.
8.4 The aggregate liability of Reservoir Hotels in respect of any loss or damage suffered by a Guest arising out of or in connection with the Booking, whether in contract, tort (including negligence) or for breach of statutory duty or in any other way, shall in no event exceed the Charges.
8.5 Notwithstanding the foregoing, nothing in the Agreement shall be construed as excluding or restricting either party’s liability for death and/or personal injury caused by its, its employees’ or its agents’ negligence or for any fraud.
9. PERSONAL DATA
9.1 Use of your personal data is subject to our Privacy Policy.
10. GENERAL
10.1 The Customer’s rights as a consumer under applicable consumer protection legislation from time to time in force shall not be affected by these Booking Terms.
10.2 Reservoir Hotels may assign its rights and obligations under the Booking and these Booking Terms to another organization without notice to, or consent from, the Customer.
10.3 Reservoir Hotels may, from time to time, change these Booking Terms without notice. However, the version of these Booking Terms in force at the time of the Booking will continue to apply. Customers are advised to check the Website for the latest version of these Booking Terms before making a Booking.
10.4 No failure by Reservoir Hotels to enforce these Booking Terms shall constitute a waiver of the right to subsequently enforce that provision or any other provision of these Booking Terms.
10.5 If any provision of these Booking Terms is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Booking Terms and the remainder of the provision in question shall not be affected.
10.6 These Booking Terms (including any non-contractual matters and obligations arising therefrom or associated therewith) shall be governed by, and construed in accordance with, the laws of Singapore and the Courts of Singapore will have exclusive jurisdiction to deal with any disputes (including in relation to non-contractual matters) arising in connection with them provided that Reservoir Hotels shall also have the right to enforce these Booking Terms in the country of the Customer’s residence and/or the country of the Hotel.
10.7 A person who is not a Guest will not have any rights in connection with a Booking.
10.8 Reservoir Hotels does not sign third party contracts for room or event bookings and any Booking Terms proposed by Customer are overridden by these Booking Terms.
Last updated: September 02, 2024