These terms and conditions, as they may be updated periodically, apply to any of our services offered online via any PC, laptop, desktop, or mobile device, whether directly or indirectly (via hotel providers). You recognize and accept that you have read, understood, and agreed to the terms and conditions set forth below by accessing and using our (mobile) website and/or by completing a reservation.
You are considered to have accepted these terms and conditions and are legally bound by them by making a reservation with us.
Under the terms and conditions outlined below, Tophotels.com owns, operates, and supplies these pages, their infrastructure, content, and online booking service for your private, non-commercial (B2C) use only. Separate terms and conditions that govern our (B2B) business relationships with each of the Hotel Providers regulate our relationship with them individually. Please be aware that the hotel providers may have their own terms and conditions for the use, access, and completion of the reservation (which may include specific disclaimers and liability limitations) in addition to the policies exposed on the website.
The terms "Tophotels.com," "us," "we," or "our" in the context provided refer to two entities: Ciliara Trading Limited, which facilitates the reservation payment process, and Ciliara DMCC, which handles all other services. Tophotels.com, on the other hand, is an online hotel booking system that enables users of our website to search for and book accommodations online. We base our hotel descriptions on data that hotels have given us. Although we try our best to ensure the accuracy of all the material on this website, we cannot guarantee that it is entirely true, comprehensive, or current. The terms "you" and "your" refer to you, our client.
"Website" refers to the (mobile) website that Tophotels.com owns, controls, manages, maintains, and/or hosts and on which the Booking Service is made available.
"Accommodation" refers to a number of travel goods and services that you can request, obtain, buy, pay for, rent, offer, reserve, combine, or complete from the Hotel Provider.
"Hotel Provider" refers to any B2B/B2C supplier of lodging and other travel-related goods and services that may occasionally be made available for reservations on the website.
"Booking Service" refers to the online purchase, order, (facilitated) payment, or reservation service made available by Tophotels.com in relation to a variety of goods and services occasionally made accessible on the Website by Hotel Providers.
"Reservation" refers to placing an order, making a purchase, making a payment, or booking a room.
Our Website offers an online platform that facilitates the offering of products and services by Hotel Providers for ordering, purchasing, reserving, and hiring purposes. It also allows visitors to the Website to explore, search, compare, and make orders, reservations, purchases, or payments (referred to as the "Booking Service"). When you use the Booking Service (such as by making a reservation through it), you establish a direct contractual relationship (legally binding) with the Hotel Provider you choose for your reservation.
During the reservation process, we function solely as an intermediary between you and the Hotel Provider. We transmit the necessary reservation details to the respective Hotel Provider(s) and send you a confirmation email on behalf of the Hotel Provider. It is important to note that Tophotels.com does not engage in the (re)selling, renting out, or offering of any (travel) product or service.
While providing our Booking Service, we rely on the information provided to us by the Hotel Providers. We make every effort to exercise reasonable skill and care in delivering our service; however, we cannot guarantee the accuracy, completeness, or correctness of all the information presented. We are not liable for any errors, including manifest and typographical errors, interruptions (whether temporary or partial) due to website breakdowns, repairs, upgrades, maintenance, or any other factors. Additionally, we are not responsible for inaccurate, misleading, or untrue information or for the non-delivery of information. The accuracy, completeness, and correctness of the information displayed on our Website, including rates, fees, prices, policies, conditions, and availability, are the sole responsibility of each individual Hotel Provider. Tophotels.com should not be construed as a recommendation or endorsement of the quality, service level, hotel class, or (star) rating of any Hotel Provider or its facilities, venue, products, or services.
Our Booking Service is intended exclusively for personal and non-commercial use. Therefore, you are strictly prohibited from engaging in any commercial or competitive activities such as re-selling, deep-linking, using, copying, monitoring (e.g., spidering, scraping), displaying, downloading, or reproducing any content, information, software, reservations, products, or services available on this Website. These restrictions are in place to maintain the integrity and fairness of our service.
The prices presented on our Website, offered by the Hotel Providers, are highly competitive. Additional fees and taxes (including tourist/city tax) may be charged by the Hotel Provider in the event of a no-show or cancellation.
All prices listed on the Tophotels.com website are per room for the entire duration of your stay, unless otherwise specified. These prices are subject to change by the Hotel Provider. We display the price obtained from the Hotel Provider for the selected dates and room. To understand what is included or excluded from the price, please review the room details.
Occasionally, our Website may feature lower rates provided by the Hotel Providers for specific stays. However, these rates might be accompanied by special restrictions and conditions, such as being non-cancelable and non-refundable. It is essential to carefully review the relevant booking conditions and details for any such restrictions before proceeding with your reservation.
Our utmost priority is to ensure that you obtain the most affordable price for your desired product or service. If, after making a reservation through our Website, you discover the same accommodation with identical booking conditions available at a lower rate on the Internet, we will match the difference between our rate and the lower rate, subject to the terms and conditions of our “We Price Match” policy. Please note that our Price Match policy only applies to accommodations and does not extend to non-accommodation-related products and services.
To request a refund, kindly provide us with the link to the website displaying the cheaper rate within 24 hours from the time of your reservation.
Please be aware that the currency converter provided on our Website is for informational purposes only and should not be relied upon as an accurate and real-time representation of currency rates. Actual rates may vary. It is important to note that obvious errors and mistakes, including misprints, are not binding. All special offers and promotions are clearly labeled as such. If they are not labeled as such, no rights can be derived in the event of obvious errors or mistakes.
In the event that you are not satisfied with your hotel experience, we offer a refund up to the cost of one night’s stay for one room. We are not aware of any other hotel, travel agency, or reservation service that provides a guarantee of this nature.
To request a refund, kindly send an email to [email protected] outlining the details of your situation. Please ensure to include your Tophotels confirmation ID. Subsequently, we will reach out to the hotel to ascertain if their management can address the issue satisfactorily. Should they be unable to do so, we will intervene.
If you choose not to stay at the reserved hotel, kindly forward us a copy of the receipt from an alternate nearby hotel for the same night.
This guarantee is limited to the cost of your hotel room, inclusive of applicable taxes but excluding optional extras. We will reimburse you for one room for one night, and we will make every effort to assist you in finding a better hotel nearby for any additional nights.
Some Hotel Providers, if applicable and available, offer the option to make payments for Reservations during the booking process. This can be done either fully or partially, in accordance with the Hotel Provider's payment policy. Secure online payment methods are utilized for this purpose and supported by your bank. Please note that Tophotels.com cannot be held liable or responsible for any charges (authorized, allegedly unauthorized, or incorrect) imposed by the Hotel Provider. You will not seek reimbursement for any valid or authorized charges made by the Hotel Provider on your credit card, including charges for prepaid rates, no-shows, or cancellations.
For certain reservations, Tophotels.com facilitates the payment process (via third-party payment processors) on behalf of the Hotel Provider. The payment is securely processed from your credit/debit card or bank account to the bank account of the accommodation provider through the intermediary of a third-party payment processor. Any payment facilitated by us on behalf of the Hotel Provider will be considered your final settlement of the (partial) amount due and payable for the relevant reservation. Therefore, you cannot request a refund for such paid amounts.
Please be aware that for specific (non-refundable) rates or special offers, Hotel Providers may require payment by credit card. Consequently, your credit card may be pre-authorized or charged at the time of making the Reservation, with limited or no option for a refund. We strongly advise carefully reviewing the details of your chosen product or service, including any payment conditions, prior to making your Reservation.
When you make a Reservation with a Hotel Provider, you agree to adhere to the specific cancellation and no-show policies of that particular Hotel Provider. Additionally, any terms and conditions imposed by the Hotel Provider regarding your Accommodation, as well as any services or products offered, are also applicable. You can obtain the relevant (delivery/purchase/use/carrier) terms and conditions directly from the Hotel Provider. The general cancellation and no-show policy of each Hotel Provider can be found on our Website, specifically on the Hotel Provider information pages, during the booking process, and in the confirmation email. Please be aware that certain rates, fees, or special offers may not be eligible for cancellation, refund, or modification. In the event of a no-show or charged cancellation, the Hotel Provider may still apply applicable city/tourist taxes. It is crucial to carefully review your reservation details for any such conditions before finalizing your booking. Reservations that require a down payment or prepayment, either in full or in part, may be subject to cancellation (without prior notice or warning) if the remaining amount(s) cannot be collected in accordance with the Hotel Provider's payment policy and the reservation terms. Cancellation and prepayment policies may vary based on the segment, product, or service of each Accommodation.
If you need to review, modify, or cancel your Reservation, please refer to the confirmation email and follow the instructions provided therein. Please note that you may be charged according to the Hotel Provider's cancellation, (pre)payment, and no-show policies, and you may not be entitled to any refund of prepaid amounts. We strongly advise carefully reading the cancellation, (pre)payment, and no-show policies of the accommodation provider before making your reservation. Additionally, it is essential to make any further required payments on time to ensure the validity of your reservation.
In the event of a late or delayed arrival on the day of your check-in, or if you anticipate arriving the next day, please communicate this promptly with the Hotel Provider to avoid the potential cancellation of your Accommodation or the imposition of a no-show fee. If needed, our customer support team will assist you in informing the Hotel Provider. Tophotels.com cannot be held responsible for any consequences resulting from your delayed arrival or for any cancellation or no-show fees charged by the Hotel Provider.
By managing your booking and completing a Reservation, you acknowledge and agree to receive the following communications from us:
- A confirmation email confirming your reservation once it is made.
- An email reminder if you haven't completed your online booking.
- An email inviting you to complete a guest review form after your stay.
Please note that Tophotels.com cannot be held responsible or liable for any communication conducted between you and the Hotel Provider through our Website. We cannot guarantee that any requests or communications will be received, read, complied with, executed, or accepted by the Hotel Provider.
To ensure the proper completion and security of your Reservation, it is essential to provide the correct email address. We are not responsible or liable for any errors, misspelled email addresses, inaccurate or incorrect (mobile) phone numbers, or credit card numbers. We have no obligation to verify such information.
Any claims or complaints related to Tophotels.com or the Booking Service must be promptly submitted within 30 days after the scheduled check-out date or the completion of the reservation. Claims or complaints submitted after this 30-day period may be rejected, and the claimant will forfeit any right to compensation for damages or costs.
Due to the continuous updating and adjustments of rates and availability, we recommend taking screenshots during the reservation process to support your position if needed. This will help in case of any discrepancies or disputes.
Tophotels.com is an online travel platform that collaborates with over 100 hotel providers. However, it should not be considered the official website of any specific hotel, apartment, hostel, or other type of accommodation. We cannot accept responsibility for the facilities and amenities offered by individual properties, which may be temporarily unavailable, cancelled, or changed by the property owners. Any renovations, redesigns, or other maintenance carried out by the property owners are beyond the control of Tophotels.com.
While providing our Booking Service, the information we provide is based on the details provided to us by the Hotel Providers. We strive to ensure the accuracy of the information displayed on our website, but we reserve the right to change it at any time without notice. Although we make reasonable efforts to perform our Booking Service with care and accuracy, we cannot verify or guarantee the accuracy, completeness, or correctness of all information. We cannot be held responsible for errors, interruptions, inaccuracies, misleading or untrue information, or non-delivery of information, including manifest and typographical errors. Each Hotel Provider is responsible for the accuracy, completeness, and correctness of the information (including rates, fees, prices, policies, conditions, and availability) displayed on our website. Tophotels.com should not be considered a recommendation or endorsement of the quality, service level, hotel class, or rating of any Hotel Provider or its facilities, venues, products, or services. We do not assume any responsibility for customers' expectations regarding the information displayed on Tophotels.com.
The information, software, products, and services published on our website may contain inaccuracies or errors, including pricing errors. Specifically, Tophotels.com does not guarantee the accuracy of the information and description of accommodations displayed on the website, including pricing, photographs, lists of hotel amenities, general product descriptions, etc.
We hold no liability for any submissions (such as photos, reviews, or comments) posted or submitted by you. We are not obligated to publish your comments and reserve the right to select which comments are displayed on the website. By uploading photos/images onto our system, you confirm that you own the copyright to the photos/images and grant Tophotels.com the right to use them on our website. You, as the uploader, accept full legal and moral responsibility for any claims made by third parties (including accommodation owners) regarding Tophotels.com's publication and use of the uploaded photos/images. Tophotels.com does not own or endorse the uploaded photos/images, but we disclaim any liability for their use by third parties. We cannot be held responsible for the accuracy and validity of all pictures and reviews displayed on the website. The person who uploads a photo warrants that it does not contain viruses, Trojan horses, infected files, or any pornographic, illegal, insulting, offensive, or inappropriate material. The uploaded photos/images must not infringe any third party's intellectual property rights, copyrights, or privacy rights. Photos/images that do not meet these criteria may not be posted and can be removed/deleted by Tophotels.com at any time without prior notice.
Tophotels.com is not liable or responsible for the remittance, collection, withholding, or payment of relevant taxes on the (Trip) price or fee to the applicable tax authorities. We do not act as the merchant of record for any product or service available on the platform. Our Hotel Providers, as vendors, include all applicable taxes in the billed amount, and Tophotels.com directly pays such amounts to the vendors. Tophotels.com is not a co-vendor associated with the vendors with whom we book or reserve your travel arrangements.
Group Bookings. Please note that Tophotels.com does not offer group booking services. Therefore, online bookings for the same hotel and stay dates are limited to a maximum of 4 rooms. If you make separate reservations and book more than 4 rooms in total, the Hotel Provider may choose to cancel your reservations or increase the price. Tophotels.com cannot be held responsible or liable for any cancellations made by the Hotel Provider or any changes in price implemented by the Hotel Provider.
In the unlikely event that the hotel is unable to provide the required number and types of rooms specified in your Reservation, or in cases of force majeure, the hotel reserves the right to relocate you to an alternative hotel of an equivalent category, offering the same type of services. Tophotels.com shall not be held accountable for any failure or inadequate fulfillment of the guaranteed or prepaid reservation in such circumstances. You acknowledge that neither Tophotels.com nor the Hotel Provider accept any liability for any loss or damage incurred by you as a result of the relocation. Any costs associated with the transfer and modification will be the responsibility of the initially chosen hotel.
