Legal
What applies when you book a room at any house in the group: prices, guarantees, cancellation, arrival and what happens when something goes wrong. You accept these terms when you confirm a booking.
The booking is made between you and the company operating the house you stay in, named with its details on your confirmation. ARK PLATFORMS, EUROPE LIMITED operates this site and the booking engine and acts as a distributor on that company's behalf; it does not itself provide the accommodation.
Prices are shown in euros, per room per night, with taxes included unless the rate says otherwise. Local city tax, where it exists, is paid at the hotel and is disclosed before you confirm. Anything consumed in the house — restaurant, spa, parking, minibar — is not included unless the rate says so.
The amount, the night-by-night breakdown and the cancellation terms are fixed at the moment you confirm and do not change afterwards, whether the rate rises or falls. You can read them at any time in your account, and they are repeated in the confirmation email.
Depending on the rate, a booking may require a card as a guarantee, a deposit, or payment in full in advance. On advance purchase rates the charge is taken when you confirm. On other rates payment is made at the house, on arrival or on departure, as stated on the confirmation.
Each rate carries its own terms, shown before you confirm and repeated on the confirmation. Flexible rates allow free cancellation until the stated deadline — usually 24 or 48 hours before arrival, in the local time of the house. After that deadline, or on non-refundable rates, the amount stated in the rate is charged. You can cancel from your account while the window is open; after that, by writing to the house.
If you do not arrive on the day and have not cancelled, the first night is charged and the rest of the booking is released. If you leave earlier than booked, the house may charge the remaining nights under the terms of the rate.
Check-in and check-out times are on each house's page and on the confirmation. The room is held for the people named on the booking; housing more people than declared may incur a charge or be refused. Identification may be requested on arrival, under the traveller registration rules of the country.
Terms for children, pets and accessibility differ from house to house and are stated on each hotel page. Houses under the Seren brand are adults only. If you need an accessible room, set it in your preferences or write to us before booking: availability is limited and worth confirming.
If for good reason the house cannot provide the room booked, it will offer a room of the same or higher category in the same house or, failing that, equivalent accommodation nearby, covering the difference in price and the transfer. If no solution suits you, the amount paid is refunded.
Neither party is liable for failure caused by events beyond its reasonable control, including natural disasters, public health restrictions, strikes or prolonged utility failures. In those cases we will offer a change of dates or a refund of the amount paid.
Write to reservations@avertonhotels.com with your booking reference. If our answer does not satisfy you, you may use the consumer complaint route of the country where the house is located. Nothing in these terms limits the rights consumer law gives you.
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