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Cookie Policy

Introduction

We use cookies to help improve our websites in a variety of different ways. Including collecting contextual information about your visit to the site to enhance functionality and user experience.

What are cookies?

Cookies are small text files placed on your devices when you visit websites via internet browsers. Our use of cookies is to primarily help enhance your user experience and improve the efficiency of our website. In order to make purchases on our website and for an optimal user experience, you will need to enable cookies.

What cookies do we use?

Essential cookies - These make our websites work. They remember what dates you want to stay with us, what sort of room you want and that you are logged in to your account. They also allow us to collect information about your use of our websites and apps, enabling us to improve the way they work. 

Performance Cookies - Performance cookies also allow us to see if there are any technical issues on our websites and if you are experiencing any issues using our websites. They also allow us to look at usage statistics and performance. We use Google Analytics to help us understand how you use our services. For more information on Google Analytics, please visit Google’s website.

Functional cookies - These cookies collect information about the language you have requested the site display content in, remembering your username so you can log-in more quickly, text size, location you are in and generally allow us to customise your experience. Nobody likes having to repeat themselves and these cookies help with that.

Tracking and advertising cookies and similar technologies - We use these types of cookies and similar technologies to provide adverts that we think may be more relevant to your interests. This can be based on your browsing activity and is known as Online Behavioural Advertising or OBA. Cookies are placed on your browser, which remembers what websites you’ve been to. Advertising based on what you have been viewing is then displayed.

Web beacons and tracking pixels - These technologies help us to count users on a web page, and see if a cookie has been activated. They allow us to see how popular content is and if an email has been delivered to a recipient, opened and links clicked on. We use this information to track how successful campaigns have been.

Flash cookies - Sometimes we may use flash players to deliver special content, such as video clips. This uses Local Shared Objects or flash cookies to remember settings. Device Fingerprinting - Sometimes we may use a device’s browser information to identify that device, conduct analysis, help detect and prevent fraud and present content correctly. We also use cookies and similar technologies to:

  • Allow you access to our websites;
  • Permit your internet connection to our websites;
  • Allow our servers to record information about your device (such as IP address, browser type, location, hardware and software information;
  • Collect unique device identifier (UDID), geo-location and other transactional data to validate free trials when you use a mobile device;
  • Assess content usage;
  • Provide relevant content;
  • Sell third party advertising and enable frequency capping;

ContentSquare Cookies

ContentSquare is a solution which aggregates usage and frequency data to improve user experience. Statistics created are anonymous and do not contain any personal data.

To opt-out of ContentSquare Cookies, please click here.

Apps

By downloading our apps, we will require access to the following services on your device: UDID, MAC address, or other applicable device identifier and location. Other services may also be required in order for the apps to function. This information may be used to validate credentials and provide push notifications to your devices.

Managing cookies

You can change your cookie settings very easily in your browser settings. However, you need to be careful about restricting the use of cookies, as they may prevent the websites you visit from working as they were intended.

You can also control which companies set cookies on your devices by visiting the following pages. Please note that you will need to turn off any ad blockers or privacy tools to see what cookies are being set:

Internet Advertising Bureau (IAB) Your Online Choices is an industry programme that allows you to control which companies can set cookies and show you advertising. It provides you an easy way of opting out several advertising networks.

The Network Advertising Initiative control page also allows you to control OBA from the advertising networks they represent.

The Digital Advertising Alliance’s control page also allows you to control cookies too.

It is important to remember that these services use cookies to remember that you have opted-out of cookies being placed on your browsers. If you clear your cache, the opt-outs will be forgotten and you will have to opt-out again.

You can stop web beacons being set, although you cannot decline receiving them in emails. For information about managing these, please visit https://www.allaboutcookies.org/

Privacy Policy

Summary

We respect your right to privacy and treat any information you give to us with care. This Privacy Policy describes how we collect, use, share, store or otherwise process the information we hold about you. We are committed to ensuring the personal data you provide is used for the purpose it was collected and is kept secure

Your personal information allows us to provide the products and services you have asked for, as well as enabling us to improve those products and services by understanding your interests and preferences. By understanding what you like (and what you don’t) we are able to personalise your experience, show relevant adverts and improve your stay.

 

Who we are

Clermont Hotel Group (“we”, “our”, “us”) is the data controller when you provide information to any of our brands, including Thistle, Thistle Express, The Clermont Hotels, Hard Rock Hotel London, Guoman Hotels.

Legal basis for using your information

All organisations need a legal reason to use your personal information, if they don’t have one, they can’t use it. There are a number of legal grounds that enable data processing. It’s quite complicated but below are the most relevant grounds you should be aware of.
 

With your consent (C)

There are some activities where we process personal information with your consent, for example, where we want to send you marketing messages by email, we would ask your permission first and you could opt-out at any time by clicking on the unsubscribe link on the email or updating your account preferences. We will indicate in the Policy where we rely on consent.

To fulfil a contract (A)

We also process your personal information in order to fulfil a contract we have with you. For example, when you book a stay with us, we will process your information to administer that stay.

For a legitimate interest (LI)

Sometimes we may use your information to help achieve our business objectives but only where that activity doesn’t negatively affect your rights. For example, we might use your information to analyse occupancy rates of our hotels and adjust room rates or to send you details of special offers or other information about our hotels. You can object to us relying on our legitimate interest to use your personal data in these ways at any time through your account preferences or by getting in touch with us using the contact details below.

To comply with legal obligations (LO)

There may be situations where we need to use your information to comply with legal obligations. For example, we are required by law to keep records of who is in our hotels in case there is an emergency, so we can make sure you’re safe.

Meeting and Events

Terms & Conditions

The Company is the owner of the Hotel and enters into this Contract through CHM, who acts as managing agent on behalf of the Company in the operation and running of the Hotel. Where there is any conflict between these Terms & Conditions and the Confirmation, the Confirmation shall prevail.

Definitions

In these Terms & Conditions the following definitions apply:

“Booking” means the booking for the Function and/or any other services or items made with Us as set out in the Confirmation.

“Cancellation Charge” has the meaning as set out in clause 6 of these Terms and Conditions.

“CHM” means Clermont Hotel Management Limited (company no SC046004) whose registered office is at c/o Womble Bond Dickinson (UK) LLP, 2 Semple Street, Edinburgh, Scotland, EH3 8BL or another member of its group who acts as managing agent for the Hotel on behalf of Company.

“Company”, “Us” or “We” means the owner of the Hotel for which the Booking is made, full details of which are available on request.

“Confirmation” means the booking confirmation email confirmation stating that Your Booking is confirmed which will state the Function timings, selected room, seating layout, any food or beverages or other services included

 “Contract” means the Confirmation and the Terms & Conditions, and any other terms and conditions stated to apply to the Booking from time to time.

“Force Majeure Event” means any circumstance beyond a party’s reasonable control including, but not limited to, fire, flood, earthquake, extreme adverse weather, natural disasters, pandemics, epidemics, other acts of God, acts of terrorism, failure of electric power, gas, water or other utility service, plant, machinery, computers, vehicles or any collapse of buildings or structures.

“Function” means any meeting, event or function.

“Hotel” means the premises for which Your Booking is made.

“Terms and Conditions” means these Meetings & Events Terms and Conditions.

“Websites” means www.clermonthotel.group, www.theclermont.co.uk, www.thistle.com, www.hardrockhotels.com/london or any other website owned or operated by CHM relating to a Hotel from time to time.

“VAT” means value added tax.

Bookings & Confirmation

All Bookings are subject to these Terms & Conditions. All Booking requests are provisional until a Confirmation is provided to You. Until a Confirmation is provided to You the Company shall have no obligation to You and may offer the Function room(s) to other customers.

Without affecting the above, unless otherwise agreed with Us in advance in writing, any Confirmation provided shall be conditional on receipt of payment of 100% of the agreed Function charges; We may release a Booking, without further notice to You, if We do not receive full prepayment of the agreed charges.

Charges

The charges payable to the Company are set out in the Confirmation and are based on the agreed rate(s), room(s) booked and anticipated Function guest numbers. Any additional services, rooms, refreshments or meals are included only if specified. Additional services, food or and refreshments may be provided and additional attendees permitted on request, subject to availability; additional charges will apply.

Payment

4.1 Payment Method

We accept the following methods of payment:

(a)       Credit cards: American Express, MasterCard/Diners International, Diners Club, JCB International Credit Card, Visa;

(b)       Debit cards: Visa/Delta, Visa/Electron and Maestro; or

(c)       BACs transfer: if stated in the Confirmation, by transfer of cleared funds to the payee specified in the Confirmation (if any).

4.1.2. Payment Methods

Unless otherwise agreed with Us in advance in writing, payment in full of 100% of the anticipated Function charges is required either:

(a)       at the time of booking;

(b)       no later than 48 hours after booking by following the instructions included in the Confirmation; or

(c)       where fewer than 48 hours remain between the time of booking and the date of the Function, no later than 24 hours prior to the date of the Function by following the instructions included in the Confirmation.

4.1.3 Additional Spend

We may require details of Your credit/debit card to cover any additional or incidental amounts that become due under this Contract. You authorise Our use of this card for such purpose.

4.1.4 Payment of cancellation charges

Where a cancellation to the Booking occurs, the provisions of Clause 6 (Changes or cancellation by You) shall apply to the payment of any Cancellation Charges.

Guest & Numbers

Maximum number of guests

If the actual number of guests attending a Function exceeds the number of guests stated in the Confirmation, additional charges may be due. We may also be unable to accommodate the additional guests for operational, legal and/or health and safety reasons. In such circumstances, We will have the option to:

(a) move the Function to a different location at the Hotel;

(b) reallocate the Booking to a different hotel;

(c) refuse entry once capacity is reached; or

(d) charge additional Functioncharges.

Cancellations by You

You must notify the Company in writing of any cancellation, variation, or reduction to the Booking (a “Cancellation”) at least 2 clear days prior to the Function start date.  Unless otherwise agreed by Us in writing, Cancellations or no-shows within such period are subject to a cancellation charge (“Cancellation Charge”) of 100% of the agreed Function charges.

Any notice of Cancellation shall take effect from the date of receipt in writing by the Company.  

We shall have the right, but not the obligation, to re-market and resell the cancelled elements of the Booking. We will reduce the Cancellation Charges accordingly to the extent that We recover lost revenue from the re-sale of the Cancelled elements to another client.  We will confirm a reduction in the Cancellation Charges (if any) to You after the intended Function start date.

In addition to the Cancellation Charges, You agree to promptly reimburse Us for any and all expenditure incurred in respect of the Booking, including but not limited to costs, charges or cancellation fees as a result of the subsequent cancellation by Us of any of Our own or pre-booked third party services. Without prejudice to the foregoing, where 2 clear days’ notice (or more) is given of a Cancellation We will refund to You and amounts paid in advance less any deductions expressly permitted under the terms of this Contract.

Following a Cancellation of a Booking, the Company reserves the right to set-off any sums received from You against any Cancellation Charge.

Cancellations or Changes by the Company

We may acting reasonably need to move Your meeting room/event space to another suitable room/location nearby of a reasonably similar standard to the Hotel if:

(a) there is a reasonable operational,  legal or health & safety reason for Us to do so or information provided to Us regarding the nature of the Function is inaccurate or misleading; and/or

(b) this is reasonably required by Us following the occurrence of a Force Majeure Event or any circumstances beyond Our reasonable control. .

7.1.2 We also reserve the right to cancel Your Booking if:

(a)  in Our reasonable opinion, the Booking may be prejudicial to the reputation of CHM, the Company or the Hotel, the effective operation or safety of the Hotel or if information provided to Us regarding the nature of the Function is inaccurate or misleading;

(b) We become aware of an adverse change in Your financial status and We reasonably consider that You may not be able to meet Your payment obligations under the Contract;

there is, (acting reasonably) a reasonable operational reason for Us to do so;

(d) this is reasonably required by Us (in consultation with You) following the occurrence of a Force Majeure Event or any circumstances beyond our reasonable control; and/or

(e) once a Booking is confirmed, You fail to pay any sums due under this Contract by the due date

onvenience. We cannot accept responsibility for the content or use of third-party sites.

Damage

You will keep in place adequate insurance, with a reputable insurer, to cover any such loss and/or damage.

Accessibility

Please contact the Hotel to discuss specific individual requirements and the availability of appropriate accommodation, and We will do Our best to accommodate each guest’s needs.

Parking

Where a Hotel has its own car park, there may be a charge and/or limited spaces available and space may not be guaranteed for the duration of the Booking. Terms and conditions may also apply to car park use.  Please contact the Hotel directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).

Guest Behaviour

All visitors, external contractors and guests of the Hotel are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety.  

All visitors, external contractors and guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or Our members of staff.  

We reserve the right to refuse services or remove You and members of Your party from the Hotel if, in Our reasonable opinion, We consider this provision to have been breached.  Where this is the case, We shall have no obligation to refund You or any member of Your party or guest for lost accommodation, other services or any other loss or expense incurred.  You shall indemnify and hold the Company and CHM harmless (together with their respective employees, agents and affiliates ) from any and all losses, costs (including reasonable legal expenses), claims, liability, damages or fines incurred or suffered by them arising out of or in connection with a breach of clauses 8 and 11.

Finishing times

The Function shall end at the time agreed between Us and You. Any extension to this time is subject to the sole discretion of the Company and may be subject to an additional charge and any applicable licensing laws.

Engagement of External Contractors

You must notify the Hotel at least twenty-eight (28) days prior to the Function start date of any third party contractors, suppliers or entertainment that may require access to the Function space (in advance or on the date of the Function). The Company reserves the right to charge additional fees for advance access to the Function facilities.

Any such third parties must comply with the Hotel’s health and safety and other policies (available on request) and maintain an appropriate level of public liability insurance and any other insurances normally maintained by a contractor, supplier or entertainer of that nature (proof of such insurance being in effect will be required by the Hotel).

We reserve the right to refuse access or eject any persons whose behaviour We reasonably consider to be objectionable (including any person engaged by You to provide external catering services, production, entertainment or perform any other duties at the Function).

Notwithstanding any other provision of this Contract neither the Company nor the Hotel accepts any liability for the acts or omissions of such third parties (even if such person is on an approved contractor list made available to You by the Hotel).

No Smoking

Guests are not permitted to smoke in rooms or public areas.

Personal Information

All personal information stored and used by Us is done so in accordance with our Privacy Policy and Cookie Policy, which are available on request or on Our Websites.  Where guest information is provided by You, You warrant and represent to Us that You have the received the permission of the guest to disclose this information to Us.  You agree to comply with the provisions of the Data Protection Act 2018 and/or the General Data Protection Regulation (as applicable) at all times when processing personally identifiable information on guests in connection with this Contract.

Commission

Where a Booking is made through an agent, the Company may pay commission in accordance with the Company's commission policy (available on request) on a percentage of the net pre-booked revenues of the Booking as agreed in writing in advance between the agent and the Company or as indicated in the Confirmation.

Payment of the commission will typically be made in a single payment within thirty (30) days of receipt of an undisputed invoice from the agent following completion of the Function.

Please note that the Company may from time to time run a booker bonus incentive programme through which certain incentives and promotions are made available.  You, or Your third party booker, agent or employee may be invited to take part in such programmes from time to time. Please speak to Your Company contact directly for further information.

Advertising

<p>You shall not use the Company&rsquo;s (or CHM&rsquo;s or their respective affiliates&rsquo;) name, logo or telephone number in any form of advertisement or publicity without Our prior written agreement.</p>

Force Majeure

Neither party accepts any liability nor will either party pay any compensation where the performance of its obligations is made illegal, impossible or impracticable by, or as a result of, any Force Majeure Event. The party affected by a Force Majeure Event shall promptly notify the other party and shall use all reasonable endeavours to mitigate the effect of the Force Majeure Event on the performance of its obligations. Where We are unable to host the Booking at the agreed or similar venue due to a Force Majeure Event We will provide reasonable assistance to You to locate another suitable venue (subject to availability and at no cost to Us). No further charges will be due, We will refund any charges prepaid by You in connection with the Booking and We (and/or any affiliate) shall have no further liability. Where We are able to host the Booking, but a Force Majeure Event renders travel to the Hotel illegal, impossible or impracticable for more than 50% of the intended attendees and You notify Us not less than seven (7) days in advance: 1. You shall be entitled to re-schedule the Booking to such other date within 12 months of the end of the Force Majeure Event as may be agreed between You and Us, subject to availability; and 2. Should the Hotel be unable to accommodate the revised booking, You shall be entitled to cancel the Booking. No further charges will be due, We will refund any Deposit or charges prepaid by You in connection with the Booking and We (and/or any Group Company or Hotel Owner) shall have no further liability; provided that in each case: a) We shall be entitled to charge You for any irrecoverable costs incurred by the Hotel in connection with the Booking (including but not limited to any pre-booked food and beverage, extras and/or additional staffing and b) You give Us as much notice as is reasonably possible of the Force Majeure Event.

 

Limitation of Liability

Neither the Company CHM nor any of their respective affiliates will be responsible for the loss or damage of any property left in or sent to the Hotel unless this has been expressly presented for custody in the Hotel’s safe (with a receipt provided) and only to the extent required under the Hotel Proprietors Act 1956 and the London Local Authorities Act 2004 (a copy of the notice under such acts is displayed in the reception of the Hotel) or any other applicable law.

Neither the Company, CHM nor any of their respective affiliates, will be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, CHM, their respective employees, contractors,  agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract. CHM acts in relation to this Contract as managing agent for the Company and provides no guarantee and accepts no liability in connection with the Contract and the Booking.

Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s or CHM’s negligence or liabili ty for fraud or fraudulent misrepresentation.

Other

This Contract constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.

This Contract may only be varied or amended by written agreement signed by Our authorised representatives.

No failure or delay by a party to exercise any right or remedy provided under this agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

Each party agrees that it shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this Contract. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.

Except where expressly provided to the contrary, none of the terms of this Contract are intended to be enforceable by any third party nor is it intended that this Contract will confer any right on any person pursuant to the Contracts (Rights of Third Parties) Act 1999. Each Company shall be entitled to the benefit of this Contract to the extent it relates to the Hotel of which it is owner.

This Contract and any non-contractual obligations arising in connection with it are governed by English law.

The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations.  Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts (on the grounds that the English courts are not a convenient forum or otherwise).

Website and Other Published Information

While all reasonable efforts have been and will be taken to ensure the accuracy of information on the Websites and in the terms of any advanced purchase, early bird promotion, promotional booking or other communication with You, neither the Company nor CHM or any affiliate accepts responsibility for errors or omissions and We reserve the right to amend, cancel or vary any of the arrangements without notice and without liability to You. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or hotel.

The content of the Websites is the copyright of the Company and/or CHM (as applicable), and may not be copied, reproduced, published, distributed or amended for any other purpose without Our prior written consent.

Trademarks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for Your convenience. We cannot accept responsibility for the content or use of third-party sites.