Website terms and conditions template

About this document

This template is suitable for any bed and breakfast or boutique hotel. It follows industry standards, and can be customised easily to suit your business.

These T&C should give your guests realistic expectations about the service you provide and give no case for argument that you haven't made them aware of the rules. While there are always going to be difficult guests, having well written terms should make it easier and less costly to resolve problems and disagreements.

Presentation

In the hotel and leisure industry, many contractual terms are also part of the explanation of what is provided (for example, what is included in the price of a room, or how a customer can cancel a reservation). We have followed the industry practice of using a presentation that does to look like a legal document and that does not use legal jargon.

That does not mean that the legal effect is in any way diminished. Clear, concise terms written in plain English will benefit you far more than a verbose document written in legalistic language. Guests are more likely to book and stay with you because:

• you set their expectations in advance as to what their stay will be like

• the tone of your terms is friendly and welcoming rather than intimidating

• the professionalism reflected in your terms is likely to be extended across other areas of your business

• they understand the rules of staying with you (particularly important when many of your customers are unlikely to be native speakers)

The terms themselves have been written for placement on your website. We assume that your guests will read and accept them just before confirming a booking (or giving their card details, if you take this information online). They could be adapted for print and used when guests walk in off the street.

Alternative templates

We offer another set of T&C for larger hotel businesses that provide a greater range of services in addition to accommodation, such as function room hire, function catering, and meeting rooms. These can be found here.

If you are in any doubt as to which template you should choose, please contact us.

The law in this document

The law in these T&C is largely common law that deals with the basics of contracts: offer, acceptance, price and payment, provision of service, liabilities and risk. That means that, by and large, you can set the terms you want. Our guidance notes will tell you what you can change safely, and what we don't advise changing.

The document also takes account of the Consumer Contracts (ICAC) Regulations 2013, which apply to many consumer transactions over the Internet.

Contents

The template includes provisions that cover:

• Contract: formed on the acceptance of the hotelier or B&B owner
• Security of credit card payment
• Price and payment
• Reservation and cancellation
• Arrival and departure
• Minimum contractual position
• Restrictions on the actions of guests during a stay
• Disclaimers and limitation of liability
• Indemnity
• Other miscellaneous legal provisions