Hotel reservation in Vancouver  
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Hotel reservation in Vancouver  
 

Booking Conditions

1. The rates provided for you on this website are available ONLY through Vancouver-stay.com. Please DO NOT call the hotel direct, as they WILL NOT have the same rates in their reservation system.

2. Your credit card will be charged ONLY after the booking is confirmed. Once the credit card is processed, we will email your CONFIRMATION VOUCHER to you, which MUST BE retained for check-in purposes.

Please note that if you provide an American Express or Diners Club credit card for payment of your booking, the transaction may be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank's exchange rates on the day of the transaction.

The holder of the credit card used for the booking MUST sign the CONFIRMATION VOUCHER. If the cardholder does not sign the CONFIRMATION VOUCHER, it WILL NOT be accepted by the hotel.

Vancouver-stay.com takes no responsibility if you lose the voucher.

3. Due to processing requirements, on occasion hotels are unable to confirm a reservation immediately. Below is the usual response time taken to confirm reservations for hotels when immediate confirmation is not available:

  • 1 day - for hotels in Australia, New Zealand and Asia
  • 1 to 2 days - for hotels in North America
Disclaimer: Whilst we endeavour to process your booking request within the time guidelines shown above, unfortunately at times we are unable to finalise your request within this limit. Circumstances that may cause delays in replying to you include international public holidays and time zone differences.

4. If you wish to cancel your booking after the voucher has been issued, a nominal cancellation fee will apply. The cancellation fee varies according to the country of the hotel specified in your booking. The following table shows the amount that will be charged in each currency:

  
Australian Dollars:    25
Hong Kong Dollars:    125
      
Japan Yen:    1800
New Zealand Dollars:    35
      
Singapore Dollars:    25
U.S. Dollars:    15

5. If you cancel your booking LESS THAN 4 (FOUR) DAYS prior to check-in, a cancellation fee equal to 1 (ONE) NIGHT'S accommodation cost will be incurred. The nominal cancellation fee (see Point 4) will NOT be charged in this case.

NOTE: Failure to arrive at your hotel will be treated as a late cancellation and will incur a cancellation fee as above.

6. All cancellations must be made IN WRITING using Our Customer Service Form

When you contact us, we require any 2 (TWO) of the following, so that we may efficiently process your request and reply to you:

  • Your Booking ID
  • Email Address used in the booking
  • Name and Surname used in the booking

A Cancellation must be confirmed back to you by one of our consultants. If you have not received a confirmation of the cancellation within 24 hours after submission, it means we have not received it and you must resubmit it.

7. If you wish to amend your booking, a nominal amendment fee will apply. The amendment fee varies according to the country of the hotel specified in your booking. The following table shows the amount that will be charged in each currency:

  
Australian Dollars:    10
Hong Kong Dollars:    40
      
Japan Yen:    650
New Zealand Dollars:    13
      
Singapore Dollars:    10
U.S. Dollars:    5

Please note: the fee will be per each hotel amended, not the number of nights changed. For example, if you are travelling to Singapore, made a booking for 2 hotels and are making amendments to both of these hotels, you will incur a fee of SGD 10 x 2 = SGD 20

Any amendment advised to us within 5 days of your arrival date or once you have arrived at the Hotel, may be treated as a late amendment. Late amendments may be subject to a fee based on the Hotel's amendment policy, as advised to Vancouver-stay.com. If a Late Amendment Fee is applied, the nominal amendment fee will not be charged.

Should you ask to change a booking from one Hotel to another Hotel, you will NOT be charged an Amendment Fee. This will be considered as a cancellation of an existing booking, and the applicable Cancellation Fee will apply.

In order for us to ensure accuracy, we will only accept amendments IN WRITING. We will not accept amendments over the phone, unless the matter is extremely urgent. Amendments can be submitted to us using our Customer Service Form

Please try to give us as much notice as possible to allow for sufficient time to contact the hotel(s) concerned and a new voucher to be sent to you.

An Amendment must be confirmed back to you by one of our consultants. If you have not received a confirmation of the amendment within 24 hours after submission, it means we have not received it and you must resubmit it.

When you contact us, we require any 2 (TWO) of the following, so that we may efficiently process your request and reply to you:

  • Your Booking ID
  • Email Address used in the booking
  • Name and Surname used in the booking

If you require us to correspond with an email address that is not the one used in the original booking or the one via which the amendment was sent, please include the new details with the amendments required.

8. The client must submit a valid credit card when completing the credit card form. All care must be taken by the client to ensure that the information provided in the credit card form is correct. Vancouver-stay.com takes no responsibility for any incorrect information submitted.

If the client wishes to alter the credit card after it has been charged, it will be treated as an amendment, and a corresponding amendment fee will apply - see Point 6.

9. The client must submit a valid email address on the Reservation Form. This email address will be used for all future correspondence relating to your booking. All care must be taken by the client to ensure that the information provided in the Reservation form is correct. It is the client's responsibility to advise Vancouver-stay.com if an error in the email address was submitted on the Reservation Form or any other correspondence. Vancouver-stay.com takes no responsibility for any incorrect information submitted.

10. Vancouver-stay.com intends to provide you with all the services that you request from us. In rare cases, when it is not possible to confirm your reservation due to overbooking or other circumstances, we will endeavour to offer you an alternative of comparable price and standards. If this occurs, we will contact you via e-mail and request your authorisation to proceed with this new booking. If you decline the alternative, and you were already charged for the original booking, a full refund will be given to you as soon as possible.

11. Disclaimer: Vancouver-stay.com makes its best efforts to ensure that all the information that appears on its website is accurate. However, Vancouver-stay.com does not accept liability for any errors and/or omissions and reserves the right to change the information published at any time and without notice.

12. Complaints: In the case of any problem or complaint, it is imperative that the client informs Vancouver-stay.com at the earliest opportunity in order that they have the chance to rectify the situation as quickly and efficiently as possible. Any complaint, which cannot be resolved locally, must be notified in writing to Vancouver-stay.com within 3 (THREE) DAYS of the end of the service provided. A copy of the complaint must be also be submitted to and signed by the hotel manager. If a client fails to follow this procedure this may hinder the ability of Vancouver-stay.com to rectify the complaint and reduce or extinguish any claim the client may have.

13. Hotel Information: All hotel information that is published on the website is current and is subject to change without notice. Vancouver-stay.com has visited the majority of its featured hotels and every effort has been made to describe the hotels as accurately as possible. However, Vancouver-stay.com cannot accept responsibility for facilities, which are temporarily not available, are under renovation or not suited to individual tastes and preferences. Redecoration and maintenance is necessary to the upkeep of the hotel and may take place without prior warning, whilst the hotelier or supplier will endeavour to keep inconvenience to a minimum. The effects of normal wear and tear can be expected in a hotel and these are beyond our control. Vancouver-stay.com cannot accept responsibility for any disturbance or inconvenience to the client beyond their control nor for accidents in a hotel or loss caused by hotel management or staff.

14. Vancouver-stay.com does not accept liability for any indirect or consequential loss arising out of the use or connected with its website or for any products or services purchased from its website.

15. Vancouver-stay.com makes no warranty or representation about the suitability of any product or service purchased by the customer. Where permitted by law, the liability of Vancouver-stay.com shall not exceed the price of the product or service purchased by the Customer.

 
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