Terms & Conditions Hotel Pronto

Like most websites HotelPronto uses cookies. To provide a personalised service and to improve your experience of our site, we remember and store information about how you use it. This is done using text files called cookies which sit on your computer. These cookies are safe and secure and will never contain any sensitive information. They are only used by HotelPronto.


Terms and Conditions

HotelPronto is a trading name of TotalStay Limited (described in these terms as "TS" “HotelPronto” or “The Totalstay Group”), registered in England & Wales with company number 03709151. Our registered address is 64 New Cavendish Street, London W1G 8TB.

Before you click on the ‘Confirm’ button at the end of the booking process, please ensure that you have carefully read all the terms and conditions. By clicking on the ‘Confirm’ button you are committing to be bound by these terms and conditions.

If you have any queries about these terms and conditions, please email us at customercare@hotelpronto.com

We act as an agent in respect of all bookings we take and/or make on your behalf. For all arrangements, your contract will be with the supplier of the arrangements in question (the ‘Supplier(s)’).When making your booking we will arrange for you to enter into a contract with the Supplier(s) of the arrangements. Your booking with us is subject to these Agency terms and conditions and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier's liability to you. Copies of applicable conditions are available on request from the supplier. As Agent, we accept no liability in relation to any contract you enter into or for any accommodation or other arrangements you purchase (“Arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with your booking.

By booking with us you agree that:-

a. you have read the terms and conditions set out in this document and agree to be bound by these terms and conditions;

b. you consent to our use of your information in accordance with our Privacy Policy;

c. you are over 18 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services.

1. Booking Procedure

Once you have hit the ‘Confirm’ button and HotelPronto have sent you the booking confirmation, you will be entering in to a legally binding contract with the accommodation provider. At this point, you are authorising HotelPronto, as agent for the accommodation provider, to debit your credit or debit card for the total amount of the booking. The card will be charged by The Totalstay Group. By proceeding to book accommodation and/or other services through the site, you accept that you will be entering into a contract with the accommodation provider on their standard terms and conditions. If they are provided we will endeavour (but undertake no liability to do so) to make copies of the accommodation provider's terms and conditions available to you.

Once you arrive at the confirmation screen, we advise you to print this off for your records before your email confirmation comes through.

It is your responsibility to check all details of the booking including arrival date, departure date, number of nights, hotel name and rooms booked. The accommodation provider needs to be informed immediately of any errors as we cannot guarantee to be able to make corrections at a later date.

2. Booking Confirmation

Your voucher will be emailed to you and must be printed off and presented when you check in at the hotel. Failure to do this may lead to the hotel refusing your booking &/or requesting an additional direct payment for the cost of your stay. This email voucher is your proof that the hotel booking has been prepaid. Please do not allow the hotel to charge you if you know you have already prepaid – please contact us first so we can endeavour to resolve any dispute directly with the hotel.

3. Payment

As stated above, payment must be made in full at the time of booking. Payment methods other than those mentioned on this site cannot be accepted for your booking. The total amount for your stay will be shown to you on the confirmation screen and printed on your email confirmation. Any extras which you decide to use during your stay at the hotel will be payable directly to the hotel. Should you see a published rate for the room during your stay which is lower than the price you paid on HotelPronto, please check with the hotel that all inclusions are the same as they are in the HotelPronto rate which are room, taxes, breakfast and local taxes (unless otherwise specified) and that there are no trade fairs or local festivals during the period of your stay. You acknowledge that during these periods HotelPronto has no control over higher rates that hotels may charge. Please also note that some hotels in other countries may also charge local or other taxes, payable upon check-in, which may not be included in the payment you have made to HotelPronto. We will endeavour to inform you of any additional charges that may apply wherever possible.

Fraud prevention is very important to TotalStay Group. Our system randomly selects reservations that are taken through a security check.

We may ask you to provide additional information such as a copy of the credit card used to book the reservation. In the event that we do request this we will ask you to provide the copy with the first six and last four digits of the PAN (card number) visible only. We do not store this data on file once the security check is complete. The data is disposed of securely.

Failure to provide the requested documentation will delay the security check confirmation and may result in (auto)cancellation.

We reserve the right to cancel a booking if we believe a credit card has been used fraudulently for payment.

4. Payment Security

HotelPronto uses secure technology when you provide us with your personal details and credit card information. The technology used is SSL (Secure Sockets Layer) which is encryption technology recognised worldwide so you can feel safe entering your details on HotelPronto.

5. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. Most suppliers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you.

6. Special requests and medical requirements

If you have any special requests please tell us at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not.

If you or any member of your party has any medical problem or disability which may affect your booking, it is a condition of booking through us that you provide us with full details before we confirm your booking. If the Supplier is unable to properly accommodate the needs of the person(s) concerned, we will not be able to confirm your booking. If you did not give us full details at the time of booking, we, on behalf of the supplier, will cancel your booking and impose applicable cancellation charges as soon as we become aware of these details. It is also your responsibility to make the Supplier fully aware of your medical requirements or special dietary requirements upon arrival as an additional safeguard.

7. Amendments by you

To make any amendments to your booking, please either do so online at our web site or contact us by e-mail at customercare@hotelpronto.com. All amendment requests must be received in writing and are subject to availability and a £20 amendment fee. Whilst we will try to assist, and liaise with the Supplier on your behalf, we cannot guarantee that such requests will be met. If you need to change your dates of travel, there may be other rates valid for the new dates requested. If the hotel cannot accommodate your requested amendment, your booking will automatically revert to its original status although HotelPronto will always endeavour to offer a suitable alternative.

Should you wish to check out of the hotel earlier than expected, please obtain a check-out slip from reception / front desk. Also contact us as soon as possible after check-out in order for us to begin the request for a refund for the unused nights. If the hotel staff confirm any refund, please ensure that you get this in writing to assist us in resolving any potential dispute.

8. Cancellations by You

As soon as you become aware of the fact that you will no longer be travelling, please inform us immediately. No shows are subject to charges from the hotel, however a speedy request for a refund could lead to a more satisfactory outcome.

To cancel your booking online, log in to the ‘My Account’ section of the HotelPronto web site. Click on the ‘View/Amend’ link next to your booking to request cancellation. Click on the 'Cancel' link. You will be shown a screen which summarises any cancellation charges which may apply. If you wish to proceed with the cancellation, click the ‘Confirm Cancellation’ button. If you do not wish to proceed at this point, click the ‘Undo’ button. Your cancellation will not be processed until you click the ‘Confirm Cancellation’" button. If you do not click the ‘Confirm Cancellation’ button and you do not arrive at the hotel, your booking will be treated as a "No Show" and your booking will be charged in full. Once we have received your cancellation, an email to confirm this will be sent to you automatically.

You can also cancel your booking by contacting HotelPronto by email at customercare@hotelpronto.comquoting your HotelPronto booking reference. Any cancellation may be subject to cancellation charges which are determined by the accommodation provider. We will endeavour to advise you of any cancellation charges that may apply as soon as possible. In our experience, cancellation charges would normally be applied as follows:

* You have a 24 hour cooling off period during which your booking can be cancelled without charge (unless the booking is made less than 72 hours before your arrival date at the hotel).

* Following this period, if you cancel your booking up to and including 72 hours before your arrival date at the hotel, a cancellation charge of 25% of the total cost of the booking will be applied.

* If you cancel your booking less than 72 hours before your arrival date at the hotel, a cancellation charge of 100% of the total cost of the booking will be applied.

* Failure to notify us of a cancellation, or to "no show" (not check-in at the hotel you made the reservation for) will incur a 100% cancellation fee

The above is by way of guidance only, and you must check the specific cancellation charges applicable to your booking. All cancellations must be received either by submitting the cancellation online in the manner described above or via email to HotelPronto. It is your responsibility to ensure that all cancellation requests are correctly submitted.

If you are going to arrive after 17h00 at the hotel, it is advisable to call them (the phone number is indicated on your email confirmation) and let them know. Should you fail to arrive at the hotel on the first night of the booking, the whole booking will be cancelled and you will be charged 100% for the booking.

9. Changes and Cancellations by the Supplier

If the accommodation provider alters or cancels your booking, provided we are informed by them, we will inform you as soon as reasonably possible and will seek to ensure that the relevant hotel looks after any change of accommodation as quickly and efficiently as possible. It may not always be possible for us to notify you of any change before your departure. In the event of a cancellation by the accommodation provider, we have no liability to you to make refunds or pay any compensation.

We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However there may be occasions when errors occur, such as a price, product or service or other detail being displayed or presented incorrectly. In this case we reserve the right to cancel the booking at which time a full refund will be made to you.

10. Our responsibility for your booking

Your contract is with the supplier and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence.

11. Complaints

If you have a complaint during your stay, any queries or concerns should be addressed to the management or other representative of the Provider immediately during your stay. Should they not resolve your complaint, please contact us immediately on our emergency number which is indicated on your hotel voucher.

If you fail to follow this procedure there will be less opportunity for us and the Provider to investigate and rectify your complaint. The amount of compensation you may be entitled to from the Provider may therefore be reduced as a result. It will assist if you gather as much evidence as possible e.g. photographs/ receipts.

Please also note that neither we nor the Provider will be held liable for any additional charges incurred by you if alternative accommodation is sourced without our knowledge or authorisation.

Should your still feel that the complaint has not been resolved, please forward your complaint in writing with full details of any actions you have already taken to customer.support@totalstay.com within 7 days of your return. TS will abide by the following timescales:

i. an acknowledgement sent within three working days

ii. a progress update within 14 working days

iii. a substantive reply and conclusion within 28 working days

Please note that all assistance given by TS in relation to complaints is by way of goodwill gesture in our capacity as agent for the Provider. The Provider agrees that TS may handle complaints on their behalf as set out above, however no refunds and compensations payments shall made to you unless we are expressly authorised to do so by the Provider.

12. Hotel Facilities

You acknowledge that the availability of the facilities and features listed for each hotel are under the direct control of the hotel and as such HotelPronto cannot be held responsible if those facilities or features are not made available to you during the period of your stay. If a facility or feature is of particular importance to you, then you should check with HotelPronto or the hotel that this facility or feature will be available during your dates of stay. Please note that, in particular, swimming pools and air conditioning may only be available seasonally and it is your responsibility to check whether these facilities will be available during your stay.

You acknowledge that the inclusion in the hotel's facilities of car parking, means that a provision is made by the hotel for car parking. You acknowledge that the availability and cost of the car parking is determined by the individual hotel. It is your responsibility to check the availability and cost of the car parking provided by each hotel. The contact details of each hotel which may be booked via this website are set out in this web site.

It is your responsibility when making the booking to ensure you have booked the correct room type for your needs. All details of the room types and the number of people that can be accommodated in the room are available on the search screen and should be double checked on your email confirmation. Room types available are as follows: -

• Single - Contains one single bed. Suitable for one person. Please note that if your booking is at a Hostel then a Single MAY denote a single bed in a dormitory room.

• Twin - Suitable for two people. Please note that twin rooms are not always available in the US.

• Double - Contains one double bed or two single beds made up as a double. Suitable for two people. In the US and Canada, a double room MAY contain two double beds and so can accommodate up to 4 people.

• Double for sole use - Contains two single beds or one double bed. Suitable for one person.

• Triple - Contains one twin or double bed + extra bed or 2 double beds. Most hotels do not have one full size bed for each guest. Suitable for 3 people.

• Quad - Suitable for four people. Please note that the room may not contain four single beds. Room may contain two double beds.

• Child Bed - Often a roll away bed, suitable for a child under the age of 18 years.

• Cot - Cradle or crib suitable for a child under the age of 2 years.

Please be aware that room type and size will vary from country to country. Additionally, the availability of Child Beds &/or Cots is not guaranteed and will vary from hotel to hotel. Please also note that we are not responsible for external issues beyond the hotel’s control such as local building works.

13. Ratings and Standards of Service.

All ratings are as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect. Standards and ratings may vary by supplier. We cannot guarantee the accuracy of any ratings given.

14. Documentation & Information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier(s) in question and are intended to present a general idea of the services provided. Not all details of the relevant services can be included. All products and services shown are subject to availability. If you require any further details please contact us providing details of the additional information needed.

Photographs and images can be an indicative and/or generic representation. HotelPronto makes every effort to ensure images used are indicative of the product being sold and are up to date, however we cannot guarantee their accuracy. Photos are not necessarily of the specific rooms allocated to guests and could be of different room types than those booked, e.g. standard, superior, deluxe etc.

15. Force Majeure

Force majeure means that neither we nor the Supplier will pay you compensation if we have to cancel or change your booking in any way because of unforeseeable circumstances beyond our control. These can include for example, war, threat of war, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, adverse weather, sea and ice conditions.

16. Law and Jurisdiction

In so far as we have any liability to you for any matter that arises out of our obligations to you as agent, then any proceedings will be governed in all respects by English law and you agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Your contract with the Principal will be governed by and subject to the law and jurisdiction of the country in which the Principal is based, or such other country as specified within their terms and conditions.

17. Privacy Policy

To view our Privacy Policy please click here

Hotel Search

Where do you want to go?

Hotel Name (optional)

When do you want to go? Nights
Check Out Date Rooms
Adults Children (2-17) Infants

Get exclusive offers

Please enter your email below to sign up for our newsletter.


Use of this site is subject to Terms and Conditions and the Privacy Statement

© 2014 TotalStay Group