Terms & Conditions

All guests agree to abide by these terms and conditions. References in these terms to we, us or the hotel are references to Genting Solihull Limited a company incorporated with England (Company Number 06601106) whose registered office is located at Genting Club Star City, Watson Road, Birmingham, B7 5SA, trading as Genting Hotel and Santai Spa.

Please see ‘General Enquiries’ below for the appropriate address and contact details for correspondence relating to hotel bookings and cancellations.

We process information about you and your guests when we confirm your booking. All processing of personal data takes place in accordance with our privacy policy, available here or a copy available on request.

A contract is formed between us when we issue you with confirmation of booking. No one else has any right to enforce any of the terms contained herein, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

If you are a non-business customer, then you have certain rights under consumer protection legislation. Nothing contained within these terms is intended to affect those rights.

The Hotel shall not be in breach of these terms or liable for any failure to perform any of its obligations where such breach or non-performance arises from or is connected to events beyond the hotel's reasonable control, including but not limited to floods, power outages, adverse weather, natural disasters, strikes, protect or industrial disputes, or other public events. Where such events necessitate cancellation or alteration of your booking, the hotel’s sole responsibility and liability (if any) is as set out in clauses 6 and 11 of these terms.

If any part of these terms is deemed illegal, invalid, or unenforceable, then such part shall be deemed to be deleted and will not otherwise affect the validity or enforceability of any remaining parts of these terms.

These terms, as well as any claims or disputes arising from them, including non-contractual disputes or claims, are and shall be governed by English Law and the jurisdiction of the English Courts, to which both parties submit.

BOOKING TERMS

We accept bookings via our website, in person, or by phone. You must be aged 18 years or older to make a booking with us. You must also be aged 18 or over to stay at the hotel or otherwise be accompanied by a person aged 18 or over.

You will need to provide your credit or debit card details for the purposes of making your booking.

It is your responsibility to ensure that the name(s) and details entered in relation to your booking(s) are correct; that you have valid identification as well as the credit or debit card used to make your booking for the purposes of check-in; and that we are aware of any special requests for your stay.

It is your responsibility to ensure that all bookings correspond with the person named to arrive at the hotel and match their departure date. Any booking for multiple nights intended for different guests will be refused.

The hotel reserves the right to cancel any booking made under incorrect names or if the arrival and departure dates do not correspond to the individual.

You acknowledge and agree that the hotel is not responsible for any failure by you to provide us with accurate information.

Bookings are not transferable and may not be resold.

If you wish to book more than 8 rooms, please call hotel reservations on 0121 273 1000 to make a group booking.

Bookings of 8 rooms or more will be treated as a group booking and the group booking terms and conditions will also apply. Note specifically that different pre-payment and cancellation requirements will apply to any group booking.

No booking is or will be confirmed unless and until we send you a formal booking confirmation with a reference number.

The rate displayed is the rate agreed at the time of booking. The hotel reserves the right to increase or decrease selling rates at any time. No changes will be made to the rate you have booked and agreed to.

Bookings that include any function element (e.g. meetings, weddings, conferences) will be subject to the hotel’s function terms where different payment and cancellation requirements apply.

Bookings that include spa treatments are also subject to (i) the spa terms and conditions and (ii) the promotional terms applicable (if redeemed against a promotional offer, 2 for 1, etc.).

Bookings made by third-party intermediaries (third-party booking websites and/or travel agents) will also be subject to the relevant third party’s booking terms.

Bookings made by corporate travel agents will be subject to our allocation terms and conditions.

We will provide you with any such additional terms if and when they apply in respect of any particular booking (if any).

If and so far as any additional terms apply, you agree to comply with them.

PAYMENTS AND RATES

The Genting Hotel is cashless and we only accept payment by credit or debit card.

As published on the hotel’s website; or as advised to you by email, phone, or in person by the hotel, our rates are per night and are inclusive of VAT.

The hotel operates two main room booking rates, namely:

Advance Purchase Rate - (rooms made available at a discounted rate payable in full at the time of booking and non-refundable even in the event of cancellation).

Best Available Rate - (reserved on booking, payable on arrival, can be cancelled as per “cancellations” below).

Both rate types may be offered on a “room only” or “breakfast inclusive” or other basis. You agree that;

For the avoidance of doubt, room rates do not include any incidental charges that you or your guests may incur during your stay (including, by way of example only, use
of the hotel’s bar, room mini-bar, and the cost of external telephone calls).

The hotel is not obliged to provide items not included in the specific booking rate selected.

You will pay for any incidental costs arising from your booking.

If your booking is not payable in full at the time of booking, then you agree that we may pre-authorise your credit card details provided at the time of booking to: (i) charge your card for your stay on check out (including for incidental costs associated with your stay); or (ii) charge your card for any cancellation costs (see clause 6) if you fail to arrive.

The above is without prejudice to our right to request periodic pre-authorisation, deposit or payment in respect of bookings, which we may request at any time.

During major sporting, social, conference, and exhibition events, certain rates may not be available and/or subject to a minimum length of stay. All rates are subject to availability.

Group bookings must be paid in full at least 30 days prior to the booking date.

Failure to vacate before 11am (unless otherwise agreed in advance) may incur a late checkout charge.

Rooms are available from 3pm on the day of arrival and must be vacated before 11am on the day of departure unless otherwise permitted and agreed in advance at the discretion of the hotel and manager on duty.

CHECK-IN / OUT

The following may be required at check-in:

• Pre-authorisation is required (if paying via credit card) for all charges outstanding or incurred during your stay.
• A deposit is required (if paying by debit card) for all charges outstanding or incurred during your stay.
• Card details are required (if the booking is pre-paid) to be held as a guarantee for all charges outstanding or incurred during your stay.
• Valid photographic identification. This must be a government issued photographic ID i.e. driver's license or passport and photocopies can not be accepted.
• If your booking has been pre-paid, card details will be required on check-in to be held as a guarantee; no charges will be made against this card unless guest conduct terms (below) are not followed, i.e. damage to hotel property or charges are incurred during your stay.

Advance Purchase Rate bookings (as a reflection of the discounted rate at which they are sold) are non-refundable, non-transferable, and any payment will be forfeited to the hotel in the event of a cancellation or no-show.

CANCELLATIONS AND NO-SHOWS

The hotel will have no further obligation to you for any charges or cancellation of your reservation. If you fail to pay us when required or otherwise breach these terms (or additional terms, if and as applicable), then the hotel may cancel your bookings by notice to you.

In such an eventuality, any pre-paid booking fees will be dealt with in accordance with (i) these terms and (ii) any applicable additional terms, if any.

Best Available Rates may be cancelled up until 2pm the day before your arrival.
Cancellations received after 2pm (or no-shows) will incur a charge of the first night’s stay.

To cancel your booking with us, please call Hotel Reservations on 0121 273 1000. Third-Party bookings may be cancelled in accordance with the third party’s own cancellation procedures.

In the unlikely event that we have to change, alter, or cancel your booking, or if an event occurs beyond our reasonable control, we reserve the right to amend or cancel your booking(s). However, if we do so you may accept any amended booking offered by the hotel (if any); opt for a refund over an amended booking offered by the hotel, whereupon the hotel will return any pre-paid direct booking fees to you (but not for the avoidance of doubt, any sums paid to any third party agents not attributable to the actual room rate).

Should you wish to amend or cancel a flexible booking made through the Genting Hotel website, we require 24 hours' notice prior to your arrival date.

All prepaid advanced rates are non-refundable and non-transferable.

All flexible bookings made with or arranged by any third-party agents must also be cancelled directly with the applicable third-party agent 48 hours prior to your arrival date.

It is the responsibility of the guest to make contact with the hotel to make any amendments or cancellations and to notify us that they have made contact with a third party.

You understand that you will still be charged for any booking that does not arrive, and this will be treated as a non-arrival, with charges for the first night’s accommodation (flexible rate) or the entire stay for advanced rates will be processed.

All non-arrival reservations that are booked for more than 1 night will be automatically cancelled for the remainder of the booking, past the first night.

It is your responsibility to comply with these hotel terms and conditions.

OCCUPANCY

The maximum room occupancy is two adults unless otherwise stated. Children under 18 years of age are not permitted to stay in the hotel unless accompanied by a parent or guardian. No additional guests are allowed.

Any and all bookings are conditional upon your and your guests' compliance with general rules of good conduct and behaviour.

GUEST CONDUCT

You agree that you and your guests shall not bring any illegal goods onto our premises, including but not limited to, drugs and weapons; or smoke / vaping anywhere within our premises; or bring any pets onto our premises with the exception of guide dogs; or bring your own food or beverage onto our premises for consumption; bring any potentially dangerous or hazardous materials or equipment onto our premises, or tamper with any fire alarms or emergency equipment; remove, damage or destroy any Hotel property; or cause nuisance, annoyance, or offence to the hotel and staff or our other guests. The Hotel reserves the right to charge for the disposal of any dangerous or hazardous materials left on the premises.

COMMERCIAL ACTIVITIES

You agree that any filming or photography of the hotel (including of its rooms, communal areas, its staff, customers, or its commercial branding) for any commercial purpose is strictly prohibited and subject to the prior written approval of the hotel’s manager at all times and that you will not use the hotel or its facilities to conduct any commercial activity that seeks to gain profit without the prior written consent of the hotel’s manager.

HARASSMENT AND ABUSE OF STAFF

You understand that our hotel operates a zero-tolerance policy with regard to harassment or abuse of our staff or other guests.

That the hotel may, in its reasonable discretion, cancel your booking, refuse entry, or evict you from the premises if you or your guests engage in such behaviour; and that if such behaviour is displayed by you or your guests, you will still be liable to pay the full booking amount even if your stay at the hotel is not completed.

If you or your guests cause damage or loss to the hotel, its guests or other property, or otherwise breach these terms, you agree that:-

You will be responsible for any damage or loss and liable to pay us on demand any amount required to make good such damage or loss. The hotel reserves the right to (i) cancel your booking with immediate effect; and/or to (ii) retain all sums paid in respect of your booking (e.g. to cover damage or loss sustained); and/or (iii) decline any future bookings from you.

The hotel will not be responsible for any refund or compensation in the event that you cause us damage or loss or otherwise breach these terms. We may instruct a third party to recover any outstanding costs or charges due to us.

PARKING

You understand that terms and conditions apply to your car park use, that cars are left at the owner’s sole risk, and that no liability or responsibility for loss or damage (save as may not be excluded or restricted by applicable law) is accepted by the hotel.

You understand that any parking owned or operated by third parties is subject to the terms on which that service is operated by those third parties. In any event, you acknowledge and agree that the hotel is not and cannot be responsible for loss or damage where third-party parking services are used by you or your guests.

You acknowledge and agree that it is your and your guests' responsibility to ensure the safety and security of your car and personal effects and possessions at the hotel.
You understand that there will be a charge for parking, limited spaces are available and that spaces may not be available for the length of your stay.

GUEST CLAIMS

The hotel does not and cannot accept responsibility should items or possessions go missing from public areas or rooms of the hotel. To the extent that loss occurs and such loss is not attributable to the hotel staff, or the items were not entrusted to the hotel for safekeeping in a secure deposit box, then the hotel’s liability, if any, shall in all circumstances be limited to £50 for any one article and a total of £100 in the case of any one guest under the Hotel Proprietors Act 1956. Neither of us excludes liability for death or personal injury arising from our negligence, nor fraud, nor any other liability that cannot be excluded as a matter of applicable law.

LIABILITY

Subject to (a), the hotel will not be liable to you or your guests for any indirect or consequential loss, including but not limited to:

• Loss of income, sales, or revenue,
• Loss of business,
• Business interruption,
• Loss of profit or amenity,
• Loss of anticipated savings,
• Wasted time.
• Any cost arising from any cancellation of your booking by the hotel other than the direct booking cost payable to, or otherwise refunded by, the hotel,

Except as specified in (a) and subject to (b), the hotel’s maximum liability to you and your guests, whether in contract, tort (including negligence), or breach of
statutory duty, shall in no event exceed:

• Your booking fee; or in circumstances where the Hotel Proprietors Act 1956 applies (see Guest Claims) for any one article and £100 maximum per guest.

Any complaint or comment regarding a stay at our hotel should be made in the first instance to the hotel duty manager at the time of your stay so that it can be resolved at that time.

COMPLAINTS

Any subsequent complaints or comments should be sent in writing to the hotel duty manager at dutymanager@gentinghotel.co.uk.

GENERAL ENQUIRIES

Our reservations team are happy to answer any questions that you may have. You can contact them by calling 0121 273 1000.