PriceRoom Consumer Accommodation Booking Terms
For accommodation rates marked “Book with PriceRoom”
Important: The booking provisions of these Terms apply only to accommodation rates expressly marked "Book with PriceRoom". The provisions about using the Platform apply whenever you use it. If you select a rate that takes you to KAYAK or another travel provider, your booking is made with that provider under its terms, not with PriceRoom.
1. About these Terms
1.1 These Terms govern your use of the PriceRoom website and mobile applications (together, the "Platform") and consumer accommodation bookings expressly marked "Book with PriceRoom".
1.2 The Platform is operated by PRICEROOM LTD, a private limited company registered in England and Wales under company number 16564172. Our registered office is 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom ("PriceRoom", "we", "us" or "our").
1.3 You can contact us through the Help section of your PriceRoom account, by email at support@priceroom.com, or by writing to our registered office.
1.4 These are consumer terms. They apply where you act wholly or mainly outside your trade, business, craft or profession. Bookings made wholly or mainly for business purposes may be subject to separate business or corporate terms.
1.5 Nothing in these Terms excludes or restricts any right or remedy that applicable law does not permit us to exclude or restrict. Where a provision seeks to limit our responsibility, it applies only to the fullest extent permitted by applicable law.
2. Definitions
In these Terms:
- Booking Confirmation means the confirmation we send after accepting a PriceRoom Booking, containing a PriceRoom booking reference.
- Booking Contract means the contract for a PriceRoom Booking formed when we send the Booking Confirmation.
- Booking Information means the material information specific to the PriceRoom Booking that is shown in the Booking Summary and incorporated into the Booking Confirmation, including the Hotel, stay dates, occupancy, room and meal arrangements, expressly confirmed material features, Overall Total Price, payment arrangements, Rate Conditions and Cancellation Policy.
- Booking Summary means the final review page shown immediately before you submit a PriceRoom Booking.
- Cancellation Policy means the booking-specific cancellation terms shown in the Booking Summary and Booking Confirmation.
- Customer means the PriceRoom account holder who submits and is responsible for a PriceRoom Booking.
- you means a user of the Platform and, in relation to a PriceRoom Booking, the Customer.
- External Booking means an accommodation booking made with another travel provider after leaving the Platform.
- General Content means discovery, comparison or editorial content that is not specific Booking Information, including destination information, maps, reviews, rankings, generic property information, editorial, AI-assisted or automated summaries and search-result imagery.
- Guest means any person named or included in a booking.
- Hotel means the hotel or other accommodation establishment physically providing the stay.
- Material Discrepancy means a difference between the accommodation supplied and the Booking Information, or another representation that applicable law treats as binding, which materially affects the nature, standard, use or value of the stay to a reasonable Customer.
- Overall Total Price means the total of all unavoidable amounts the Customer must pay for the booked accommodation, including amounts payable to PriceRoom and unavoidable amounts payable locally.
- PriceRoom Booking means a booking expressly marked "Book with PriceRoom" for which PriceRoom is the contracting seller.
- Rate Conditions means the booking-specific conditions shown before purchase, including occupancy, eligibility, payment, cancellation, meal and room conditions.
- Supplier Content means descriptions, photographs, amenity data, room mappings, policies, availability, taxes, charges and other information supplied by a Hotel, bedbank, wholesaler or specialist data provider for display or use on the Platform.
- Supplier Information Error means a material inaccuracy, omission, outdated item, mapping error or unauthorised change that originates solely in Supplier Content or a supplier's inventory instructions and was not introduced by PriceRoom. It does not include an obvious pricing error under section 14, a change agreed with you, or a failure by PriceRoom to act with reasonable care and skill.
- Undisclosed Mandatory Charge means an unavoidable Hotel, resort, destination or similar charge that existed when the booking was made, was not included or disclosed in the Booking Information, and is not an optional extra, refundable deposit, damage or misconduct charge, or tax newly imposed or changed by law after confirmation.
3. PriceRoom Bookings and external bookings
3.1 PriceRoom offers two distinct booking paths.
3.2 For a rate marked "Book with PriceRoom", PriceRoom acts as the own-name retail seller, not merely as a disclosed agent for the Hotel. In particular:
- PriceRoom purchases accommodation through travel suppliers and resells it to you in its own name and at its own price;
- your booking contract is with PriceRoom;
- PriceRoom takes or arranges payment and is responsible for booking-related support, cancellations and refunds under these Terms; and
- the Hotel physically provides the accommodation and associated on-property services.
3.3 We do not own, operate or manage the Hotel. The Hotel is an independent accommodation provider and controls the property, its staff, safety procedures, facilities and day-to-day services. The Hotel is primarily responsible for those on-property matters and for any extras you buy directly from it. Depending on applicable local law and Hotel rules disclosed before booking, the Hotel's acceptance or accommodation of a Guest may also create direct statutory, tortious, occupancy or contractual duties owed by the Hotel to that Guest. Any such duties do not replace the Booking Contract with PriceRoom.
3.4 A Hotel, bedbank, wholesaler or other supplier used by PriceRoom forms part of our supply chain and is ordinarily responsible to PriceRoom for the error, misinformation, non-performance or on-property failure it causes. You are not required to identify or pursue an undisclosed wholesaler before exercising a right against PriceRoom under the Booking Contract. Our rights of reimbursement or indemnity against a supplier do not reduce your non-excludable rights.
3.5 A rate marked "Continue to", "Book with", or otherwise naming another travel provider starts a click-out journey. It may pass through a comparison service before reaching the external seller. Any resulting External Booking is made with the hotel, online travel agency or other seller identified at the external checkout and in its confirmation, not with PriceRoom. That seller decides whether to accept the booking, takes or arranges payment, issues the confirmation, controls amendments, cancellations and refunds, and supplies its own booking terms and privacy notice.
3.6 We may receive a commission or referral payment from an external provider. Where the amount we earn may affect the ordering or prominence of results, we explain this clearly on or before the search results screen. We identify paid placements beside the relevant results.
3.7 Flights are not sold by PriceRoom under these Terms. A PriceRoom Booking is standalone accommodation, not a package under the Package Travel and Linked Travel Arrangements Regulations 2018, and does not receive ATOL protection. If an external provider offers additional travel services, its terms and any protection it provides apply.
4. Eligibility and bookings for other Guests
4.1 To make a PriceRoom Booking, you must: be at least 18 years old; have legal capacity; hold a PriceRoom account; provide accurate, complete and current information; and be authorised to use the selected payment method.
4.2 You may book for other Guests only if you have their authority. You are responsible for giving them the Booking Confirmation, applicable Rate Conditions and relevant Hotel rules; ensuring their names, ages, residency, nationality and other eligibility information are accurate; and informing them that their personal data will be processed as described in our Privacy Notice.
4.3 You remain responsible for managing and, where permitted, cancelling the booking. A Guest cannot normally change or cancel the booking without appropriate authority from the Customer.
4.4 Some Hotels impose a higher minimum check-in age, require an adult to occupy each room, or apply restrictions to unaccompanied minors. Any material requirement known to us will be shown before booking.
5. Your account and use of the Platform
5.1 You must take reasonable steps to protect your login credentials and notify us promptly if you suspect unauthorised access.
5.2 You must not: use the Platform unlawfully or fraudulently; submit false payment, identity, residency or Guest information; interfere with the Platform's security or operation; introduce malicious code; make speculative, false or unauthorised bookings; resell a booking without our written agreement; or copy, scrape or systematically extract Platform content except where we have permitted it or applicable law allows it.
5.3 We may restrict or suspend Platform access where reasonably necessary for security, fraud prevention, legal compliance or a material breach of these Terms. Where reasonably possible, we will explain the reason and allow you to correct the issue.
5.4 Suspending Platform access does not by itself cancel a confirmed booking or remove your right to obtain booking support.
5.5 We take reasonable care to keep the Platform available but do not promise uninterrupted access. Planned maintenance, internet failures and security incidents may occasionally affect availability. This does not affect confirmed bookings or our legal obligations.
6. Content, photographs and supplier information
6.1 The Platform contains three categories of information: General Content helps you discover and compare but is not specific to the rate you select; Supplier Content is supplied through Hotels, wholesalers, bedbanks and specialist data providers; and Booking Information records the material features and conditions of the particular PriceRoom Booking you are about to buy.
6.2 Supplier Content may pass through more than one supply-chain system before reaching PriceRoom. Unless we state otherwise, we do not create it, independently inspect every Hotel, continuously verify every field against the property, or control when a supplier updates it.
6.3 We use reasonable care and professional diligence when selecting, processing and presenting content. Our checks are proportionate to the content's source, nature, materiality, risk and the information reasonably available to us. We correct a material error when we become aware of it and take reasonable steps to prevent information we know is materially inaccurate from continuing to influence bookings.
6.4 Supplier origin does not by itself prevent Booking Information from being binding. Booking Information forms part of the Booking Contract to the extent applicable law makes it binding. General Content is a comparison aid and does not become a precise specification of the booked room merely because it appears elsewhere on the Platform, unless it is included in the Booking Information or the overall presentation would reasonably lead an average consumer to understand that it applies to the selected Booking.
6.5 Photographs may be labelled as property-specific, room-category-specific or representative. A representative or room-category photograph shows the general character and standard expected; exact decor, colour, furniture placement, outlook and layout may vary. A minor difference that does not materially reduce the room's standard or a feature expressly confirmed in the Booking Information is not a breach. A photograph or caption that expressly confirms a material feature, or that would reasonably cause an average consumer to believe the feature is included, is not made non-binding merely by calling imagery representative.
6.6 A written special request, including bedding, floor, view, balcony, adjoining rooms, early check-in or late check-out, is not guaranteed unless the Booking Confirmation expressly states that it is confirmed. This does not override a feature already included in the Booking Information.
6.7 Star classifications, guest scores and review labels may use different local or provider-specific systems. They are comparison indicators, not a guarantee that standards or individual preferences are identical across countries. We identify their source or nature where required.
6.8 Facilities and services may operate seasonally, require advance booking, be temporarily unavailable, impose reasonable age or dress restrictions, or carry an optional local charge. A general statement in this section does not override a material facility or feature expressly included in the Booking Information.
6.9 Content can change after an earlier search, advertisement or saved result. You must review the final Booking Summary. Earlier General Content is not incorporated into a later Booking where the final Booking Information clearly and prominently states a different position, subject always to laws concerning misleading actions, omissions and binding pre-contract information.
6.10 If we learn before check-in of a material Supplier Information Error or material change affecting a confirmed Booking, section 15 applies.
6.11 Search ordering may take account of relevance, price, availability, location, facilities, customer preferences and commercial factors. Sponsored or paid placements are identified as such.
6.12 Where we personalise the order of results, an offer or a price using information about you, we provide any information required by applicable law, including any required disclosure before you book. Our Privacy Notice explains the data used and your available choices.
7. How a PriceRoom Booking is formed
7.1 Search results and availability displays are invitations to make a booking request, not contractual offers.
7.2 Before submitting a PriceRoom Booking, you will be shown a Booking Summary and can return to earlier steps to identify and correct input errors. The booking language is English unless another language is expressly offered in the booking flow. You must check the Booking Information carefully, including: Hotel name and address; check-in and check-out dates; room count and occupancy; room and meal arrangements; Overall Total Price; amounts payable to PriceRoom and locally; payment timing and currency; Cancellation Policy; and material eligibility or Hotel requirements.
7.3 By activating the final button clearly indicating that the booking carries an obligation to pay, you offer to book on the displayed terms, confirm that the information supplied is accurate, and authorise the applicable immediate or future payment.
7.4 Our first email or screen message may only acknowledge receipt. It is not acceptance unless it expressly states that the booking is confirmed and provides a PriceRoom booking reference.
7.5 A binding PriceRoom Booking arises when we send the Booking Confirmation. Payment authorisation or capture does not by itself constitute acceptance.
7.6 Before confirmation, we may decline a request because of unavailable inventory, failed payment or verification, an obvious error, a legal restriction, or a reasonable fraud or security concern.
7.7 If we cannot confirm the booking, we will notify you without undue delay and void any payment authorisation or refund any amount captured.
7.8 The Booking Confirmation will be sent by email or otherwise made available on a durable medium. It will include or reproduce the Booking Information, Cancellation Policy and accepted Terms version. We may retain an evidential snapshot of the material descriptions, images, prices and conditions presented to you, together with your acceptance timestamp.
7.9 The contract comprises these Terms, the Booking Information, the Booking Confirmation and any booking-specific Hotel rules supplied before you ordered. Unidentified wholesaler terms do not bind you. Booking-specific terms prevail only in relation to the matter they specifically address. Nothing takes priority over mandatory consumer law.
7.10 You must report any discrepancy in the Booking Confirmation promptly after receiving it. A delay does not automatically waive a right, but any recovery may be reduced to the extent the delay unreasonably prevented correction or increased an avoidable loss.
8. Hotel rules and check-in requirements
8.1 You and all Guests must comply with reasonable Hotel rules concerning check-in, check-out, occupancy, safety, noise, smoking, pets, conduct and use of facilities.
8.2 Material Hotel rules known to us, including minimum check-in age, identification requirements and security deposits, will be displayed before booking and repeated in the Booking Confirmation.
8.3 The Hotel may require: government-issued identification matching the booking; a payment card or refundable deposit for incidentals; payment for optional extras; compliance with local registration requirements; and observance of reasonable safety and conduct rules.
8.4 A refundable security deposit or card hold is not part of the accommodation price, but we will disclose its existence and known amount or calculation basis before booking where the information is available to us.
8.5 The Hotel may refuse entry or require a Guest to leave where reasonably necessary because of serious misconduct, threats to safety, unlawful activity, material occupancy breaches or failure to provide a mandatory check-in document. Any amount retained following such action must comply with the Cancellation Policy and applicable law.
9. Prices, taxes and local charges
9.1 The Platform displays an Overall Total Price before you submit a PriceRoom Booking.
9.2 The Overall Total Price includes the accommodation price, PriceRoom's retail pricing components, all unavoidable taxes and charges we can reasonably calculate, and unavoidable Hotel or resort fees that are known to us and reasonably identifiable through proportionate checks, even where collected locally.
9.3 We separately identify the amount payable to PriceRoom, the amount payable at the Hotel, and optional extras not included in the Overall Total Price.
9.4 Optional minibar purchases, room service, optional parking, spa treatments and similar choices are charged separately only if you choose to incur them.
9.5 If the nature of a mandatory tax or charge means it cannot reasonably be calculated in advance, we will display that it is payable, the basis on which it is calculated, the payment currency, and any information reasonably needed to calculate it, with comparable prominence to the displayed price where that information is known or reasonably available to us.
9.6 Where a local amount is converted for display, we identify the exchange-rate basis or timestamp used. The Hotel normally collects the amount in the stated local currency, so the amount appearing on your statement may differ because of your bank's exchange rate or fees.
9.7 After confirmation, PriceRoom will not increase the amount payable to PriceRoom because of supplier repricing or exchange-rate movement.
9.8 A new or changed tax imposed by law after confirmation may become payable by you only where applicable law makes the Guest liable for it. We will tell you if we become aware of such a change and may request official or Hotel evidence. A tax or charge imposed on PriceRoom, the Hotel or a supplier will not be transferred to you merely because a supply-chain contract permits it. This does not permit PriceRoom or the Hotel to introduce a discretionary mandatory fee after booking.
9.9 PriceRoom relies on Hotels and suppliers to identify local charges and keep them current. An Undisclosed Mandatory Charge may occasionally be demanded where the Hotel or supplier did not communicate it, communicated it only after confirmation, or changed it without notice, and PriceRoom did not know and could not reasonably have identified it through proportionate checks before you booked. The mere demand of such a charge does not, by itself, establish that PriceRoom failed to use reasonable care.
9.10 If a Hotel demands an Undisclosed Mandatory Charge: (a) contact PriceRoom before paying where reasonably practicable and do not agree to optional extras; (b) please provide the demand or receipt and proof of payment with your booking reference within 28 days after check-out to help us investigate and recover from the supplier. Delay does not remove any non-excludable right, but recovery may be reduced to the extent delay prejudiced a reasonable investigation or increased avoidable loss; (c) once verified as unavoidable and actually paid, we will ask the Hotel or supplier to withdraw it or honour the confirmed price, arrange a credit, pay it, or reimburse the verified unavoidable amount without waiting to recover upstream. If the issue is identified before check-in and cannot reasonably be resolved, we may instead offer you the choices in section 15.
9.11 Subject to any remedy required by applicable law, PriceRoom's contractual responsibility for an Undisclosed Mandatory Charge is limited to the verified unavoidable amount actually paid, reimbursed to the original payment method, and is the sole monetary remedy under this section. We are not responsible under this section for optional purchases, refundable deposits or card holds, damage or misconduct charges, charges resulting from inaccurate Guest information, or bank exchange and payment fees.
9.12 A component described as "taxes and fees" may aggregate taxes and booking-related price components included in our retail price. It is not a representation of separately recoverable VAT, the supplier's net rate or PriceRoom's commercial margin, and we do not describe our commercial margin as a government tax.
9.13 Where the Tour Operators' Margin Scheme or a comparable margin scheme applies, an invoice or receipt shows the PriceRoom retail amount but does not show separately recoverable VAT, our supplier net cost or our commercial margin, except where applicable law requires otherwise.
10. Currency and payment
10.1 The actual amount and currency PriceRoom will charge are shown before you place the order. A different display currency may also be shown for convenience, but it is not the settlement currency unless expressly stated.
10.2 Your bank or payment provider may apply its own exchange rate or foreign-transaction fee. PriceRoom does not control those charges.
10.3 Payments are processed by our authorised payment provider(s) identified at checkout and in the current Privacy Notice, currently Revolut. That provider's terms may apply to its payment service, but do not replace these Booking Terms.
Pay now
10.4 For a pay-now rate, you authorise PriceRoom and its payment provider to authorise and capture the displayed amount.
10.5 A card issuer may temporarily ring-fence the amount while confirmation is pending. If the booking is not confirmed, we will promptly void the authorisation or refund the captured amount. Your bank may take additional time to update the available balance.
Pay later
10.6 For a pay-later rate, the Booking Summary states the amount, currency and scheduled charge date. By booking, you authorise that booking-specific future charge.
10.7 The authority applies only to the identified booking and does not create a recurring subscription.
10.8 We may send a reminder before the scheduled charge, normally about 3 days ahead. Whether or not a reminder is sent, you are responsible for keeping a valid payment method available and for checking the scheduled charge date in your Booking Summary and account. A reminder is a courtesy and not a condition for the charge.
10.9 If a scheduled charge fails, we may notify you and retry once within the period disclosed for the booking, normally a few hours later. We will not take more than one successful payment for the amount due.
10.10 If payment remains unsuccessful after that retry, we may cancel the booking under your Cancellation Policy. We keep only the cancellation charge due at that time and refund the rest. We will not impose a stricter cancellation charge solely because our retry passed a later deadline. Any cancellation charge must be the one disclosed and lawfully applicable.
10.11 Cancelling or blocking a payment authority does not itself cancel the booking. You must cancel through the process in section 11. If you cancel within a free-cancellation period, no future charge will be taken, or any charge already taken will be refunded.
Open Banking
10.12 Where Open Banking is offered, you instruct your bank through the identified payment provider to make the displayed payment.
10.13 An authorised Open Banking payment may be sent immediately and may not be revocable through your bank. Your booking cancellation and refund rights remain unaffected.
10.14 If the booking is not confirmed or a refund becomes due, we will return the payment to the originating account or another verified account where necessary.
General payment provisions
10.15 We do not impose a surcharge for using an ordinary consumer debit or credit card where prohibited by law.
10.16 We may perform proportionate payment, identity, sanctions and fraud checks. We may request additional verification where reasonably necessary, but will not retain more information than permitted by our Privacy Notice and applicable law.
11. Cancellation, no-show and early departure
11.1 Accommodation booked for a specific date or period does not carry the general 14-day UK statutory cooling-off right. Any mandatory non-waivable cancellation right under another applicable law remains unaffected.
11.2 Each PriceRoom Booking has its own Cancellation Policy. Before booking and again in the Booking Confirmation, we state whether the rate is refundable or non-refundable, the exact cancellation deadline including time and time zone, each applicable cancellation tier, and the exact charge or method for calculating it.
11.3 You may request cancellation through your PriceRoom account or the Help route identified in the Booking Confirmation.
11.4 Cancellation takes effect when the request is received by our system or at support@priceroom.com. We will issue a cancellation receipt promptly. If self-service cancellation is unavailable, email us before the deadline and retain evidence of delivery.
11.5 If you cancel within an expressly stated free-cancellation period, we will refund the amount paid to PriceRoom in full.
11.6 If you cancel after the free-cancellation deadline, we may deduct only the charge applicable at the time we received the request.
11.7 A rate clearly marked "non-refundable" may carry a charge equal to the full booking price if you voluntarily cancel or do not arrive. That condition does not apply where PriceRoom or the Hotel cancels, where the accommodation is not supplied as contracted, or where applicable law gives you a remedy.
11.8 Cancellation charges must not exceed the amount disclosed or be disproportionate to the legitimate costs and losses caused by cancellation. Where applicable law requires account to be taken of avoided costs, mitigation or sums recovered elsewhere, we will do so.
11.9 If you expect to arrive after the Hotel's stated latest check-in time, contact the Hotel and PriceRoom promptly. Without notice, the Hotel may treat the booking as a no-show and release the room.
11.10 Unless the Cancellation Policy says otherwise, no refund is due merely because a Guest arrives late, leaves early or does not use an included service. This does not affect remedies for breach, misdescription or failure to provide the confirmed accommodation.
12. Refunds
12.1 When a refund becomes due, we will initiate it without undue delay and, in any event, within 14 days after the cancellation takes effect or the entitlement to a refund is otherwise established. An initiated refund normally appears in your account within 5–10 business days, depending on your card issuer and bank.
12.2 We will not charge a refund administration fee and we do not wait for supplier approval before initiating a refund we owe.
12.3 Refunds are made in the currency and through the payment method originally used unless you expressly agree otherwise, the original method is no longer available, or legal or technical requirements reasonably require a verified alternative.
12.4 Card issuers and banks control when an initiated refund appears in the account. We will provide reasonable tracing information if a refund does not arrive within the provider's expected timeframe.
12.5 If your bank converted the original payment, exchange-rate movement or bank fees may cause the amount in your account currency to differ. PriceRoom refunds the amount and currency it originally charged, unless applicable law requires otherwise.
13. Amendments and Guest-name corrections
13.1 Most Hotel bookings cannot be edited in place. An amendment request is not accepted until PriceRoom confirms it in writing.
13.2 We will disclose any additional price or cancellation consequence before asking you to approve an amendment.
13.3 Where an amendment is unavailable, you may need to cancel under the existing Cancellation Policy and make a new booking at the then-current price and availability.
13.4 Guest changes and transfer of a booking to another person are not normally permitted unless the Rate Conditions and Hotel allow them.
13.5 We will assist with genuine spelling corrections, subject to identity, supplier and Hotel requirements. A spelling correction must not substitute a different traveller.
13.6 We do not charge an amendment fee unless it was clearly disclosed before the amendment and is lawful. Supplier or Hotel costs will be passed on only after they are disclosed and accepted.
14. Obvious errors
14.1 We take reasonable care to display accurate prices and availability, but an obvious error may occasionally occur.
14.2 An obvious error is one that a reasonable customer should recognise as a mistake in the circumstances, such as a luxury stay displayed at a small fraction of its normal price because of a misplaced decimal. An ordinary supplier price change or an unexpectedly good offer is not by itself an obvious error.
14.3 If we identify an obvious error before confirmation, we may correct it and ask whether you wish to submit a new request.
14.4 If we identify an obvious error after confirmation, we will explain it and allow you a reasonable choice between keeping the booking at the corrected price with your express agreement or cancelling for a full refund.
14.5 If you do not respond within the reasonable period stated in our notice, being not less than 48 hours where practicable, we may cancel and refund the booking. We will not use this section for a genuine, non-obvious pricing difference or ordinary supplier repricing. Check-in alone is not acceptance of a corrected price; a corrected price requires your express agreement.
14.6 This section does not remove any right arising under contract, mistake, misrepresentation or consumer law.
15. Supplier Information Errors, material changes and unavailable accommodation
15.1 A non-material difference in decor, furniture placement, layout or amenity operation is not a material change where the accommodation remains of the booked category and overall standard and all expressly confirmed material features remain available.
15.2 If we become aware before check-in of a Material Discrepancy, material Supplier Information Error, material change, Hotel closure, overbooking or other unavailability not caused by you, we will, taking account of the nature of the issue and urgency: correct the record where the difference is not material to the Booking; use reasonable endeavours to ask the Hotel or supplier to honour the Booking as confirmed; with your express agreement correct the affected Booking Information; at our discretion and subject to availability offer a suitable alternative with any reasonably necessary transfer; or if the issue cannot reasonably be cured or no suitable alternative is available and accepted, cancel the affected Booking and provide a full refund. Refund or price reduction is the default remedy. Any offer of alternative accommodation is discretionary, requires your express acceptance, and we will not move you or increase the PriceRoom price without that agreement. Ordinary supplier repricing is not a valid reason to increase the amount payable to PriceRoom after confirmation.
15.3 If a proposed correction or change is material, we will explain it and give you a reasonable period to accept the proposal or cancel for a full refund. If you do not respond within that period, and performance as confirmed is impossible or cannot reasonably be secured, we may cancel and refund the Booking with no further liability save as required by law.
15.4 PriceRoom may cancel a confirmed Booking only for a valid reason. A valid reason may include Hotel closure or overbooking; the Hotel becoming unsafe or legally unavailable; a material Supplier Information Error or supplier withdrawal that makes performance as confirmed impossible and cannot reasonably be cured; an unavoidable event under section 22; payment remaining unpaid after the process in section 10; a material eligibility or occupancy error supplied by the Customer; reasonably suspected fraud; or a legal or regulatory requirement. A valid reason allows the remedy process in this section to operate; it does not by itself exclude liability or a mandatory remedy.
15.5 A Supplier Information Error does not automatically entitle either party to cancel. Cancellation is available under this section only where the error is material and cannot reasonably be cured or the affected party is otherwise entitled to cancel under applicable law.
15.6 If a Material Discrepancy, Supplier Information Error or unavailability is discovered when you arrive or during the stay, contact the Hotel and PriceRoom promptly. We must be given a reasonable opportunity, proportionate to the urgency, to investigate and arrange correction, honouring, replacement accommodation and any reasonably necessary transfer, or another suitable remedy.
15.7 Before incurring substantial substitute costs, contact the Hotel and PriceRoom promptly and allow a reasonable opportunity to resolve, proportionate to the urgency, where practicable. If urgent action is reasonably necessary to protect health or safety, or PriceRoom refuses or fails to respond within a reasonable time after being notified, you may arrange a necessary, reasonably comparable stay and incur reasonable, evidenced transfer costs. Any claim for self-arranged costs must be necessary, mitigated, for a comparable standard and not an arbitrary upgrade, supported by receipts, and reduced by refunds, credits or amounts avoided. Please notify us with your booking reference within 28 days after check-out to help the investigation under section 19. This request is not a contractual time-bar. This does not restrict a non-excludable remedy.
15.8 We will not relocate you to lower-standard accommodation without your informed agreement. If you accept it, you are entitled to an appropriate price reduction where required by the Booking Contract or applicable law.
15.9 Unless applicable law requires an additional remedy, the existence of a Supplier Information Error does not create an automatic right to compensation beyond correction, honouring, a suitable alternative, an appropriate price reduction or refund under this section. Any claim for additional direct loss is governed by section 21.
15.10 If cancellation results from your serious breach, fraud or material ineligibility, any amount retained must be permitted by the Cancellation Policy, represent a proportionate loss, and comply with applicable law.
16. Accessibility and special requests
16.1 If a Guest has an accessibility need or another requirement essential to the stay, contact us before booking or as early as possible.
16.2 We will provide reasonable assistance, make reasonable adjustments to our own service where required, and seek confirmation of relevant Hotel facilities.
16.3 Accessibility information supplied by Hotels or suppliers may be incomplete. We will not describe an essential accessibility feature as confirmed unless we have reliable confirmation.
16.4 A special request - including bedding, adjoining rooms, floor, view, dietary request, early check-in or late check-out - is not guaranteed unless the Booking Confirmation expressly states that it is confirmed.
16.5 Nothing in this section limits any duty PriceRoom or the Hotel has under applicable equality, accessibility or consumer law.
17. Your travel responsibilities
17.1 You are responsible for: checking the Booking Confirmation promptly and reporting an error; ensuring all Guest details and occupancy information are correct; obtaining required passports, visas, health documents and travel permissions; reviewing relevant government travel advice; arriving within the Hotel's check-in hours; complying with destination laws and reasonable Hotel rules; and paying for optional services and damage caused by a Guest.
17.2 A residency-restricted or nationality-restricted rate may be used only by an eligible Guest. Any such material restriction must be disclosed before booking.
17.3 We recommend appropriate travel insurance covering cancellation, illness, personal belongings and disruption. Insurance is not a substitute for rights against PriceRoom and is not a condition of exercising those rights.
17.4 PriceRoom is not responsible for flights, transport, visas or other travel arrangements that are not included in the Booking Confirmation, except to the extent a foreseeable loss results from our breach.
18. Fraud, payment disputes and chargebacks
18.1 We may pause an unconfirmed request while conducting proportionate fraud or payment checks.
18.2 We may cancel a confirmed booking where required by law or where there is a reasonable, evidence-based suspicion of fraud or unauthorised payment. We will notify you unless prohibited by law or doing so would compromise an investigation.
18.3 Cancelling a payment instruction does not cancel the underlying booking or any amount lawfully due under its Cancellation Policy.
18.4 Nothing in these Terms restricts your right to report an unauthorised or incorrect payment to your bank, use an available chargeback process, exercise rights under section 75 of the Consumer Credit Act 1974 where applicable, or use another statutory or card-scheme remedy.
18.5 We may provide booking, payment, acceptance and fulfilment evidence to a bank or payment provider and contest a chargeback we reasonably believe is incorrect.
18.6 You are not entitled to recover the same loss twice. If both PriceRoom and a bank refund the same amount, we may recover the duplicate after providing an explanation and evidence, including by set-off against any amount we owe you.
18.7 To the extent permitted by law, you are responsible for reasonable and evidenced direct loss PriceRoom incurs because of your deliberate fraud, an intentionally false chargeback, unlawful Platform use or serious Guest misconduct. This is not a general indemnity, does not apply to a good-faith payment dispute, and does not permit recovery of an amount already recovered elsewhere.
19. Problems during the stay and complaints
19.1 If a problem arises at the Hotel, tell the Hotel promptly where it is safe and practical to do so, as it may be able to remedy the issue immediately. You must also give PriceRoom a reasonable opportunity to use the remedy process in section 15 before incurring substantial substitute costs, unless urgent action is reasonably necessary or contacting us is impracticable.
19.2 You should also contact PriceRoom through the account Help route or at support@priceroom.com. For an immediate threat to health or safety, contact the local emergency services first.
19.3 Reporting promptly gives us a reasonable opportunity to investigate, preserve evidence and remedy the problem. A delay or failure to obtain evidence does not automatically remove your rights, although recovery may be reduced to the extent it prejudiced a reasonable investigation or increased loss that could have been avoided.
19.4 A complaint should include the booking reference, a clear description, relevant dates and any reasonably available evidence, including receipts, photographs and Hotel correspondence.
19.5 We will acknowledge and investigate complaints promptly, keep you reasonably informed, and provide a substantive response within a reasonable time having regard to urgency and complexity.
19.6 If we cannot resolve a complaint, we will provide information about any accredited alternative-dispute-resolution provider we are required or agree to use. ADR does not remove your right to bring court proceedings. Please make any non-urgent complaint about the stay within 28 days after check-out with evidence to help us investigate and recover from the supplier. This is a request to help investigation, not a contractual time-bar; statutory rights are not subject to a cut-off, but delay may affect available remedy.
20. External services and links
20.1 The Platform may link to maps, reviews, payment services and third-party travel providers.
20.2 We are responsible for taking reasonable care in presenting and linking those services, but do not control an external provider's website, availability, security or contract.
20.3 External terms apply only to the external service concerned and cannot reduce PriceRoom's obligations under a PriceRoom Booking.
21. Responsibility and limits of liability
21.1 PriceRoom will perform its booking, payment, support and other services with reasonable care and skill and will honour Booking Information that applicable law treats as binding.
21.2 The Hotel is an independent business and is primarily responsible for the physical condition and operation of the property, its staff, security, food, facilities, on-property services and compliance with local Hotel duties. PriceRoom does not direct those day-to-day operations. This allocation does not exclude an obligation PriceRoom owes as the contracting seller or liability caused by PriceRoom's own negligence, misleading statement or failure to use reasonable care and skill.
21.3 Subject to the exclusions and limits below, PriceRoom is responsible for direct loss you actually suffer that is a reasonably foreseeable result of its breach of the Booking Contract, negligence or failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or both parties knew, when the contract was made, that it might occur.
21.4 To the fullest extent permitted by applicable law, PriceRoom is not responsible for: loss not caused by PriceRoom's breach, negligence or failure; loss caused by inaccurate or incomplete information supplied by you or a Guest; loss caused solely by a Guest's unlawful, fraudulent, reckless or unreasonable conduct; loss that neither party could reasonably foresee when the Booking Contract was made; an External Booking or an external provider's independent act or omission, except for PriceRoom's own misleading statement or negligence; failure of an optional or non-material facility that was not expressly included in the Booking Information; subjective disappointment, loss of enjoyment or inconvenience arising only from a non-material difference and not from a breach; or business loss, including lost profit, revenue, opportunity, goodwill or business data, arising from a booking made as a consumer.
21.5 You must take reasonable steps to limit avoidable loss and allow the cure process in sections 15 and 19 to operate where practicable. This does not require you to accept an unreasonable alternative, compromise health or safety, or incur disproportionate expense. Before incurring substantial costs, contact us and allow reasonable opportunity where practicable. Substitute accommodation costs are recoverable only to the extent necessary for a reasonably comparable standard and any additional accommodation cost is limited to the reasonable price difference. Transfer and subsistence costs must be necessary, reasonably foreseeable, mitigated and evidenced. Claims are subject to the notice and remedy process in sections 15 and 19 where practicable. An arbitrary upgrade is not recoverable.
21.6 To the fullest extent permitted by applicable law and subject to section 21.8, PriceRoom's total aggregate liability to the Customer and all Guests for additional monetary damages arising from or connected with one PriceRoom Booking, whether in contract, tort (including negligence), misrepresentation, restitution, breach of statutory duty or otherwise, will not exceed the Overall Total Price of the affected Booking. Additional monetary damages include any price difference for an alternative, transfer, subsistence and other monetary compensation beyond the core remedies in section 21.8, and are subject to section 21.5.
21.7 The cap in section 21.6 applies separately to each Booking, not each Guest, room night, complaint, event, remedy or legal basis. Refunds, credits, price reductions and payments from another person reduce the cap only to the extent they compensate the same loss. Each exclusion and limitation in this section is intended to operate independently, so that the remainder continues to apply if one is held ineffective.
21.8 Nothing in these Terms excludes or limits liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; deliberate wrongdoing; a statutory refund, repeat performance, price reduction or other minimum remedy that cannot lawfully be limited to the amount in section 21.6; a breach of a duty or liability that applicable law does not permit PriceRoom to exclude or limit; or any limitation that would be unfair or unenforceable under mandatory consumer law in the circumstances.
21.9 Where a limitation in this section is not permitted, PriceRoom's liability is limited only to the maximum extent that applicable law permits. Nothing in this section requires a court or regulator to rewrite an unlawful term, and no provision is intended to remove a mandatory consumer remedy.
22. Events outside reasonable control
22.1 An event outside reasonable control is an event that the affected party could not reasonably control and whose consequences could not have been avoided despite taking reasonable measures. Examples may include severe natural disaster, war, terrorism, epidemic, government restriction or prolonged failure of essential infrastructure.
22.2 Hotel or supplier failure is not automatically an event outside our control. It qualifies only where the underlying event meets section 22.1 and PriceRoom could not reasonably prevent or overcome its effect through alternative supply or other reasonable measures. We must still take reasonable care in selecting, contracting with and responding to suppliers.
22.3 If such an event affects a PriceRoom Booking, we will notify you promptly, take reasonable steps to reduce its effect, seek a reasonable alternative where available, and keep you informed of material developments.
22.4 If the confirmed accommodation cannot be supplied, or a material delay or change defeats the purpose of the stay, you may reject the proposed alternative and receive a refund for services not provided.
22.5 We are not liable for additional loss caused solely by an event outside our reasonable control where we took reasonable care and complied with this section. This does not remove any right to a refund, price reduction or other remedy that applicable law preserves.
23. Personal data and cookies
23.1 We process personal data in accordance with our Privacy Notice and use cookies and similar technologies as described in our Cookie Notice.
23.2 Those notices explain, among other matters, how we share booking information with Hotels, travel suppliers, payment providers and other service providers, including where information is transferred internationally.
23.3 If you provide another Guest's personal data, you must be authorised to do so and must make the Privacy Notice available to them.
23.4 The Privacy Notice and Cookie Notice do not reduce any contractual or statutory right.
24. Intellectual property
24.1 The Platform, software, branding, text, graphics and databases are owned by or licensed to PriceRoom. Hotel photographs and other third-party material may remain owned by their respective licensors.
24.2 We grant you a limited, non-exclusive, non-transferable and revocable licence to access and use the Platform for personal travel-search and booking purposes in accordance with these Terms.
24.3 You may not commercially reproduce, distribute, modify, reverse engineer or exploit protected Platform content except with permission or where applicable law expressly allows it.
24.4 Ending Platform access does not affect a confirmed booking or any right already accrued.
25. Changes to these Terms and accepted versions
25.1 The version you accept when making a PriceRoom Booking governs that booking. We will not apply a later version retrospectively.
25.2 We may update the Platform-use provisions prospectively where reasonably necessary to reflect a change in law or regulatory guidance; address security, fraud or abuse; change or discontinue Platform functionality; reflect a change in our business or service providers; or make the provisions clearer. We will not use an update to change a confirmed booking or the Terms version accepted for it. If an update materially disadvantages an existing account holder, we will give reasonable advance notice and allow the account holder to stop using the Platform and close the account before it takes effect, unless an immediate change is required by law or an urgent security need.
25.3 We retain the accepted Terms version and booking-specific terms with the booking record. The Booking Confirmation identifies the applicable version, which remains available in a form capable of being stored and reproduced.
25.4 Translations may be provided for convenience and accessibility. The English text is the original drafting version, but it does not override mandatory language requirements or any consumer right arising from a translation PriceRoom supplied.
26. Governing law and courts
26.1 These Terms and PriceRoom Bookings are governed by the law of England and Wales.
26.2 If you are a consumer, this choice does not deprive you of mandatory protections under the law that would otherwise apply to you.
26.3 A consumer domiciled in the United Kingdom may bring proceedings in the courts of the part of the United Kingdom where they live or, where legally available, in the courts of England and Wales.
26.4 PriceRoom may bring proceedings against a UK consumer only in the courts permitted by mandatory consumer-jurisdiction rules.
26.5 A consumer outside the United Kingdom may also use any court or dispute forum that mandatory applicable law makes available.
26.6 Nothing in these Terms requires mandatory arbitration or prevents either party from seeking a remedy from a competent court.
27. General legal provisions
Severability
27.1 If a competent court or authority finds part of these Terms unlawful or unenforceable, that part will be treated as removed only to the minimum extent required by law. The remaining provisions continue to apply. This section does not authorise PriceRoom to replace an unfair term retrospectively or require a court to rewrite it.
Entire agreement
27.2 The Booking Summary, Booking Confirmation, these Terms and any booking-specific conditions supplied before purchase record the booking agreement.
27.3 This section does not exclude any statement or information that applicable consumer law treats as binding, liability for fraud or fraudulent misrepresentation, or any mandatory right or remedy.
Transfer
27.4 We may transfer our rights and obligations only to a person capable of performing them and only where the transfer does not reduce your contractual or legal protections. We will notify you of a material transfer. If it causes material detriment, you may exercise any cancellation right applicable law provides.
27.5 You may transfer a booking only as permitted by section 13 and the Rate Conditions.
Third-party rights
27.6 Except for a Guest where the Booking Confirmation expressly confers a benefit on that Guest, no person other than the Customer and PriceRoom may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
27.7 This does not affect any independent statutory, tortious or other legal right a Guest may have.
No waiver
27.8 A delay or failure to enforce a right does not waive that right. A waiver on one occasion does not waive the same or another right later.
Notices
27.9 We may send booking and legal notices to the email address or account contact details you provided. You must keep them current.
27.10 Send booking requests and complaints through the account Help route or to support@priceroom.com. Formal correspondence may also be sent to our registered office.
27.11 Cancellation notices are governed by section 11 and are not subject to any general deemed-receipt provision.
Headings
27.12 Headings are for convenience and do not affect interpretation.
