Terms & Conditions
Please read these terms and conditions carefully.
All bookings made via our websites www.themarcopolohotel.com with The Marcopolo Hotel Dubai Group directly are made subject to these terms and conditions.
The person making the booking will be deemed to have accepted these terms and conditions on behalf of all persons staying at the Participating property under the booking once payment is made in relation to the booking.
The subjects dealt with in these terms and conditions are listed alphabetically.
The Marcopolo Hotel Dubai Group reserves the right to change and/or modify any of these terms and conditions at any time without notice and such changes will become effective immediately. Please check these terms and conditions periodically for changes.
DEFINITIONS
In the following terms and conditions:
The Marcopolo Hotel Dubai Group refers to The Marcopolo Hotel Dubai Holding Pty Limited, its related bodies corporate, the owner of any The Marcopolo Hotel Dubai hotels that fall under The Marcopolo Hotel, their current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents,
“We”, “Us” and “Our” refers to The Marcopolo Hotel Dubai Group.
“You” and “Your” refer to the person who makes or is making the reservation.
ADVANCED RESERVATIONS
The Marcopolo Hotel Dubai Group will not guarantee or confirm a reservation made more than fifty-one (51) weeks or 358-days prior to arrival. Requests and quotes beyond this period may be possible however no rates or availability will be guaranteed and confirmed. The Marcopolo Hotel Dubai Group reserves the right to cancel or amend (with reasonable notice) any reservation made beyond this period.
ARRIVAL / DEPARTURE
Check-in/arrival time is from 2:00 PM at the local time for the hotel to which the booking relates. We allow guests to arrive earlier and can store any luggage until the room is ready.
Check-out/departure time for The Marcopolo Hotel is prior to 12:00 PM at the local time for the hotel to which the booking relates. If the hotel is fully committed on the departure date, late departures or extensions not already confirmed will not be permitted.
BEDDING REQUESTS
Bedding requests should be made at time of booking. The meeting of bedding requests is strictly subject to availability.
BEST RATE GUARANTEE
We promise that you won’t be able to find a lower rate for any of our hotels anywhere online. We understand that looking for the lowest rate can be time consuming and frustrating. That’s why we ensure we have the lowest rate available on our own website so you won’t need to shop around. On the unlikely occasion that a lower rate is not listed on www.themarcopolohotel.com, please contact us and we will be happy to match it. The rate must be publicly available and valid for the same arrival and departure dates., the same room type and the same booking terms and conditions. The rate must be listed in the local currency of the hotel, not influenced by a currency conversion and include goods and services tax (GST). Should the lower rate be the result of a third-party website selling The Marcopolo Hotel Dubai rooms at a loss (ie a lower rate than the rate we have provided the room to the third party website), then we may not be able to match that rate and this guarantee will not apply.
BOOKING AMENDMENTS/CANCELLATIONS/NO SHOWS
The conditions applicable to booking amendments and cancellations are generally set out in the booking confirmation. If no such term is set out in the booking confirmation then our standard cancellation policy will apply. This requires reservation cancellations or changes to be advised to us by 2PM (14:00) at the local time for the hotel to which the booking relates, two (2) days prior to arrival.
If you fail to cancel or amend a booking prior to the cut off time applicable to then the booking will be treated as a non-cancellable booking. Cancellation of our bookings is permitted if the cancellation is made prior to the cut off time applicable to the booking.
Amendment of bookings is subject to availability and approval of the hotel for which the booking has been made and any request for a change to the booking must be made before the cut off time for the cancellation of the booking. Please note that a higher rate may apply to an amended booking if the change is accepted by the relevant hotel.
Some of our bookings are offered on the basis that they are fully prepaid and no cancellation or amendment of these bookings are permitted. Rates such as early bird or advanced purchase rates, or saver value rates, are strictly non-refundable and amendments and cancellations of these bookings will not be permitted.
Regardless of the type of booking, if a guest does not arrive by 6PM on the arrival date at the local time for the hotel to which the booking relates without confirming a later arrival time with the hotel, the reservation will be released and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.
Over high demand and special event periods, alternative cancellation policies may apply if notified to you in writing on the booking confirmation. The cancellation policy for these bookings will be communicated during the reservation process and can be supplied in a confirmation email when requested.
CAR PARKING
Car parking is subject to availability. Car Parking may be available at some of our participating hotels. At some hotels parking is available free of charge and at some of our hotels parking is available if the parking charge applicable at the hotel is paid by you. The availability of parking at our hotels is not guaranteed unless written confirmation is given to you by the hotel as part of the package booked by you with the hotel. Please contact the relevant hotel if you wish to discuss parking with them. If you park a vehicle at one of our hotels you agree to enter the car park at your own risk. The Marcopolo Hotel Dubai does not accept any responsibility for any damage or loss to your property or property belonging to anyone else.
CREDIT CARD AUTHORISATION
A credit card pre-authorisation will be required at check in to cover accommodation costs and or incidental items (including charges applicable for any damage to the room occupied by you or your guests during your booking, any cleaning costs over and above normal room servicing and any items which are missing from the room occupied by you or your guests during your booking). We will pre-authorize a credit card for any charges we deem appropriate to cover accommodation and or incidental charges that may be applicable based on the length of stay and room type. Please ensure you have sufficient funds to cover additional incidentals for this purpose. Unused funds from this pre-authorization will be released within 14 days after departure from the hotel. Where a credit card is not available a cash security deposit will be required on check-in (please confirm the level of cash deposit required with the property prior to arrival as access to a room will not be given without a credit card pre-authorisation or cash deposit acceptable to The Marcopolo Hotel Dubai. The guest herby gives his consent it the same.
CREDIT CARD SURCHARGES
A non-refundable credit card surcharge applies when paying with a credit card at all The Marcopolo Hotel Dubai. Surcharge varies depending on the type of credit card used and the location of the property.
EVICTION OF GUEST
The Marcopolo Hotel Dubai may evict a guest or visitors without warning. Guests who are evicted from any The Marcopolo Hotel Dubai Group hotels will be blacklisted from all hotel locations and we may choose to notify the police. A guest is subject to such eviction should any of the following occur:
Intoxication or unsavoury behaviour
Overcrowding of hotel rooms or apartments by exceeding maximum capacity allowed under these terms
Physical assault or verbal abuse of hotel staff and/ or other hotel guests
Wilful damage to The Marcopolo Hotel Dubai Group hotels (a fine will also apply)
Any incident for which the police need to be called onto the premises
Any behavior posing a safety threat to others
Ignoring request to reduce excessive noise
Throwing of objects from windows or over balconies
Smoking within the room (a fine will also apply)
Failure to make payment
Damaging the hotel property in any manner.
Breach of these terms and conditions
EXTRA PERSONS
In relation to properties located in the Middle East, only guests who have registered with reception and provided their passport or valid photo identification details are permitted in rooms.
FAILURE TO PAY
If a guest fails to pay immediately upon demand any amount owing to The Marcopolo Hotel Dubai, pursuant to the reservation (including but not limited to accommodation charges, F&B charges, car parking fees, telephone charges, room damage/smoking fines, other incidental charges). The Marcopolo Hotel Dubai Group may deny you and your guests access to the room which you have booked and require that you vacate the premises and hotel also reserves its right to deduct such charges from the pre-authorisation of the credit card. .
FORCE MAJEURE
The Marcopolo Hotel Dubai is not responsible for any loss or damage arising out of any occurrence or conditions beyond its control including but not limited to acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder, thefts, third party delays, vehicle defects or curtailment of third party transportation facilities. All travel arrangements and observance of laws and government regulations are your responsibility. The Guests will continue to be lovable to make payments for the stay, unless the property is non-habitable.
GROUP RESERVATIONS
More than ten (10) reservations made by a single person or separate reservations made by a number of guests travelling together is considered by The Marcopolo Hotel Dubai as a group. Any separate reservations made for the purpose of group reservations via our reservation teams and via any form of online distribution channels may be cancelled and a group proposal may be supplied. Different terms and conditions apply for group reservations as stated in the group accommodation agreement (if applicable). This policy also applies to a travel agent making ten (10) or more bookings via their booking system.
GUEST ROOM DAMAGE
The guest who registers at check-in/arrival will be responsible for any damage to any rooms and contents during the stay dates. The registered guest will be liable for damages caused (including those by third parties visiting the rooms) which will result in forfeiting any deposits, pre-payment and also may be subject to additional charges (including charges to pre-authorised credit cards and or loss of security deposits). The Marcopolo Hotel Dubai is entitled to process any charges in addition to accommodation to the presented credit card supplied at check-in/arrival.
HEALTH DECLARATION
Guests are required to complete a health declaration as a condition of stay, guests that have COVID or COVID symptoms or any other ailment, disease etc will be prohibited from staying.
HOW TO CONFIRM YOUR RESERVATION
Reservations can be made online at www.themarcopolohotel.com or by calling the individual property that you wish to stay at.
INTERNET
Complimentary WI-FI access is available at every The Marcopolo Hotel Dubai property.
MAXIMUM CAPACITY PER ROOM OR APARTMENT
Please refer to requirements provided by individual properties and/or listed on your booking confirmation.
MINIMUM LENGTH OF STAY
A minimum length of stay may apply during high demand or special event periods, as determined by The Marcopolo Hotel Dubai. If you confirm a reservation over such periods, you agree to stay for the required minimum nights.
PAYMENT
For bookings made on flexible terms, full payment for room charges related to your booking is required 48 hours prior to arrival. For non-refundable reservations (eg advanced purchase rates or saver value rates), full payment is required at the time of booking. For high-demand periods and special event dates, payment method is restricted to non-refundable only, meaning full prepayment is required upon confirmation of bookings and bookings are non-refundable. Incidental charges incurred during your stay are charged upon check out. A pre-authorization on your credit card will be taken at check in to ensure funds are available for payment of any incidental charges. The Marcopolo Hotel Dubai hotels accept payment made via Visa, MasterCard, American Express, and Diners Club. Surcharge applies to all credit card payments.
PET POLICY
The Marcopolo Hotel Dubai does not permit pets. Having an animal on site is considered a breach of your stay conditions and you will be asked to vacate the property immediately. Any damage done to the property by the Pet or if its harm any guest the owner/guests shall be responsible for such damage.
PROPERTY PHOTOGRAPHS AND DESCRIPTIONS
Whilst care is taken to ensure that the description of facilities and services of The Marcopolo Hotel Dubai is accurate, facilities are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential to you in choosing a particular property, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.
To the extent permitted by law, The Marcopolo Hotel Dubai is not responsible or liable for any errors or changes to property or facility descriptions nor any differences between the photos of facilities and the actual condition of facilities. Not all room types at a hotel are photographed on our websites and the actual look and feel of the room you occupy may differ from the image shown on the website. In addition, property images and floor plans are indicative only and actual rooms occupied may vary in décor, standard of finish or layout.
Any map images are for general information and may not reflect actual routings, locations or services. The Marcopolo Hotel Dubai is unable to guarantee the accuracy of destination shots and is not responsible for any works which may be underway outside the property.
PHOTO IDENTIFICATION
A valid form of photo identification (ID) matching the name of the guest in the reservation must be presented at the time of check in. This is required at all of our locations in order to verify your identity for security purposes and to protect the credit card holder. A valid passport, driver’s license or proof of age card are all valid forms of photo identification accepted by The Marcopolo Hotel Dubai. This ID may be photocopied and stored securely as record due to increasing credit card fraud. As per our privacy policy, any personal information contained on the collected identification will not be on-sold to any third party and will be carefully disposed of together with all other documentation relating to your stay at the end of the period when records relating to your stay may be lawfully disposed of by The Marcopolo Hotel Dubai. If you are unable to provide photo ID on check-in your booking may be cancelled and you will be liable to pay The Marcopolo Hotel Dubai Group an amount equal to the full reservation cost and all prepayments you have made in relation to the reservation will be forfeited to The Marcopolo Hotel Dubai.
RATES AND CHARGES
The currency applicable to any quoted rates is either specified with the quoted rate or, if not specified, is in the local currency where the relevant hotel is located. All quoted rates are subject to change at any time until a booking confirmation is issued.
Quoted rates do not include transport to or from the property or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes, unless otherwise indicated. If you have been quoted a rate that includes meals you should contact the relevant property directly to obtain details of these inclusions.
Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change.
The Marcopolo Hotel Dubai reserves the right to amend rates that have been confirmed incorrectly due to human or distribution errors.
RELEASE, INDEMNITY AND APPLICABLE LAW
To the extent permitted by the law, you agree to release, indemnify and hold harmless, The Marcopolo Hotel Dubai and its staff/employees against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential direct. Indirect and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking or your stay at any The Marcopolo Hotel Dubai except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from The Marcopolo Hotel Dubai’s negligence, wrongful act/omission or breach of these terms and conditions
To the extent permitted by law the aggregate of The Marcopolo Hotel Dubai’s liability to you is limited to an amount not exceeding the amount paid by you for your booking.
Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.
To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on The Marcopolo Hotel Dubai are excluded under these terms and conditions.
RIGHT OF ENTRY TO ROOMS BY THE MARCOPOLO HOTEL DUBAI
The Marcopolo Hotel Dubai may enter guest rooms at any time but will knock and call out to guest before entering. Room may be entered for a variety of reasons including room servicing or if The Marcopolo Hotel Dubai has a legitimate cause for concern eg disturbing noises from the room or if the in-house guest has not been seen or heard from over a period of time.
RIGHT TO REFUSE GUEST ENTRY
The Marcopolo Hotel Dubai Group reserves the right to refuse a guest entry to a hotel. The Marcopolo Hotel Dubai is not required to provide reasons for any such refusal.
ROOM ALLOCATION
In the unlikely event that The Marcopolo Hotel Dubai cannot provide accommodation at the property which you have booked, The Marcopolo Hotel Dubai Group will at no additional expense to you relocate you into an alternative property which in the reasonable opinion of The Marcopolo Hotel Dubai is of comparable quality and in a comparable location. If a property of comparable quality in a comparable location is not available, The Marcopolo Hotel Dubai may relocate you to a property of less comparable quality or less comparable location in which case The Marcopolo Hotel Dubai will pay you an amount which it reasonably believes represents the difference between the rate payable for the alternate property and the rate paid by you for the property which you had booked.
Should you wish to be relocated to an alternative property other than the property chosen by The Marcopolo Hotel Dubai Group, you will be required to pay any difference in price between The Marcopolo Hotel Dubai’s choice of property and your chosen property.
If The Marcopolo Hotel Dubai Group and you cannot agree on an alternative property then The Marcopolo Hotel Dubai will cancel your booking and will refund any prepayment you have made to you.
Specific room numbers (within the type reserved) and floor allocations are subject to availability upon check-in/arrival and cannot be pre-allocated or guaranteed. Higher and/or upgraded room types need to be reserved at time of reservation.
ROOM SERVICING
All room reservations include departure cleans. Please check the inclusions in your room reservation before confirming your booking. Please contact the reception of the property to arrange same.
SECURITY AND LOSS PREVENTION
All The Marcopolo Hotel Dubai are secured environments and we do everything possible to ensure security levels are maintained. However, The Marcopolo Hotel Dubai accepts no liability for any personal possessions that are lost, stolen or misplaced whilst on premises.
SMOKING POLICY
All The Marcopolo Hotel Dubai properties are non-smoking and smoking in the rooms or public areas is strictly prohibited. Fines and cleaning fees will apply to guests who do not adhere to this policy.
SPECIAL REQUESTS
While The Marcopolo Hotel Dubai attempts to satisfy all special requests, The Marcopolo Hotel Dubai does not guarantee that special requests can be accommodated.
THIRD PARTY SELLING
The Marcopolo Hotel Dubai does not permit resale of rooms to a third party for trade purposes without prior written consent. The Marcopolo Hotel Dubai reserves the right to accept or reject any reservations made through an unauthorized third party. This policy also applies to group reservations and reservations made on negotiated corporate or agent rates.
THIRD PARTY PRODUCTS AND SERVICES
Third party products or services are sometimes sold together with accommodation provided by The Marcopolo Hotel Dubai. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement The Marcopolo Hotel Dubai has in facilitating your booking with the third party is as the third party’s agent. The Marcopolo Hotel Dubai is not the supplier of these third party products and services and to the extent permitted by law The Marcopolo Hotel Dubai is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.
All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties.
The Marcopolo Hotel Dubai does not warrant the accuracy of any information, statements or representations made by third parties.
TRAVEL INSURANCE
The Marcopolo Hotel Dubai recommends that all guests purchase comprehensive travel insurance at the time of booking. This insurance needs to be arranged by guests from an insurer selected by them at the guest’s expense. The Marcopolo Hotel Dubai recommends that such insurance should cover all relevant items including loss of prepayments through cancellation, loss or damage to personal baggage, loss of money and medical expenses.
UNACCOMPANIED MINORS
All children under the age of 18 are considered minors and must be accompanied by a responsible adult (parent or authorized guardian) during the whole stay. Any minors who are not accompanied by a responsible adult are not permitted to stay at the hotel, regardless of having a confirmed reservation. The Marcopolo Hotel Dubai reserves the right to refuse check in to or evict any individual under the age of 18 years that is not accompanied by a responsible adult. In such case the reservation will be cancelled and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.
USE OF INFORMATION AND PRIVACY POLICY
You consent and authorise The Marcopolo Hotel Dubai and the relevant hotel to collect, use and disclose your personal information for the purposes of administering your booking and providing you with any services associated with your booking.
You also consent to information which you have provided to The Marcopolo Hotel Dubai or the relevant property as part of your booking being used by The Marcopolo Hotel Dubai, the relevant property or any of their related bodies corporate for the purpose of informing you about offers and promotions which relate to The Marcopolo Hotel Dubai or its properties subject to any restrictions set out in our Privacy Policy.
The Marcopolo Hotel Dubai will not provide or disclose any information you have provided to The Marcopolo Hotel Dubai Group or the relevant property to any person other than a related body corporate without your prior written consent.
Upon request by you and to the extent permitted or required by law, The Marcopolo Hotel Dubai will provide you with access to and/or the ability to correct your personal information however only the person who made the booking will be entitled to access and/or correct personal information pertaining to that booking.
The Marcopolo Hotel Dubai will erase your personal details from our marketing database on receipt of a written request from you to do so. The Marcopolo Hotel Dubai Group will retain your personal information in its booking system and on tax and accounting records for the period that such retention is required by law or government regulation.
Disclaimers
All reasonable efforts have been made to ensure the accuracy of the content and materials displayed on the Website. We regularly review the Website and, where appropriate, will update pages to reflect any changes to the features, functionality and available services of this Website.
The Website, the content and materials, and goods and services on the Website are provided “as is” and on an “as available” basis without warranties of any kind, and we disclaim all warranties, whether express or implied, to the maximum extent permitted by law, including but not limited to warranties of title, merchantability, fitness for purpose, non-infringement of intellectual property or proprietary rights, confidentiality or privacy of any communication or information transmitted on the Website or any sites linked to the Website, compatibility between the Website and any software or hardware, accuracy, reliability or availability of the goods and services on offer, or arising from course of dealing or usage of trade. You accept all risk and responsibility for your use of the Website, including the submission of any personal information and credit/ debit card information.
Consequences of Non-Compliance
If you fail to comply with the Terms and Conditions, without prior notice and without any liability to you or any other person, we reserve the right to take all or any of the following actions:
- cancellation or modification of your reservation(s) or transaction(s);
- issuance of a warning to you;
- termination, restriction or suspension of your use of or access to any or all part of the Website;
- commencement of legal action against you; or
- disclosure of information about you to law enforcement authorities as we may determine in our sole discretion.
The above is not exhaustive. We may take any other action in our absolute discretion.
Miscellaneous
We retain our right to exercise or enforce any right contained in the Terms and Conditions. In the event that we fail to take action, it shall not be deemed as a waiver of our right or prevent us from taking subsequent action in respect of that right or of any other right.
For more information, please refer to our Privacy Policy on our website.
VALUABLES
You agree that any money or other valuables, goods or vehicles that belong to you, bought into the hotel building, grounds or car park remain your responsibility.
Arbitration and Mediation Model Clause
“In the event of a dispute arising out of or relating to this contract, including any question regarding its existence, validity or termination, the parties shall first seek settlement of that dispute by mediation in accordance with the Mediation Rules of the Dubai International Arbitration Centre, which Rules are deemed to be incorporated by reference into this clause.
If the dispute is not settled by mediation within 30 days of the commencement of the mediation, or such further period as the parties shall agree in writing, the dispute shall be referred to and finally resolved by arbitration under the Arbitration Rules of the Dubai International Arbitration Centre, which Rules are deemed to be incorporated by reference into this clause.
The language to be used in the mediation and in the arbitration shall be English.
The governing law of the contract shall be the substantive law of UAE.
In any arbitration commenced pursuant to this clause,
(iii) the number of arbitrators shall be one; and
(iv) the seat of arbitration shall be Dubai