Terms and Conditions

Terms and Conditions effective from 1st August 2014

Prices All prices are for pre-booking and include VAT and service charges. Hotel prices are given in GB £s per room per night and parking in GB £s per vehicle per whole or part day.

Services All services are subject to availability

Please note: These are our general booking terms and conditions, please check the individual hotel or car park information pages for any specific terms that may apply to your booking.

Cancellations and refunds

Airport Hotels

Notification Period Cancellation Charge
Less than 24 Hours Notice Full Cost: No Refund and No Amendments
More than 24 Hours Notice Unless a cancellation fee waiver has been paid, the charge is £10 per room per night, balance refunded *
* Except on certain promotional offers which are non-refundable. Where applicable this will be stated in the hotel description.
Where applicable, credit card or transaction fees are non-refundable
Amendment admin. fee of £10 per room per night where amendments cause a reduction in the original number of rooms or nights booked.

Parking Bookings

Notification Period Cancellation Charge
Less than 24 Hours Notice Full Cost: No Refund. No Amendments
More than 24 Hours Notice Unless a cancellation fee waiver has been paid, the charge is £7.50 per reservation - balance refunded *

* Please note the following exceptions:

Certain promotional offers, Advance Purchase and Super Saver options are non-refundable. Where applicable this will be stated in the car park description/information
Where applicable, credit card or transaction fees are non-refundable

If your return is delayed and you have been away for longer than you have booked, you will need to pay the difference on return, direct to the car park, at their standard daily rate. No refund is available for unused part stays.

Lounge Bookings

Notification Period Cancellation Charge
Less than 24 Hours Notice Full Cost: No Refund. No Amendments
More than 24 Hours Notice £7.50 per reservation - balance refunded
Amendment admin. fee of £7.50 per reservation where amendments cause a reduction in the original number of lounge tickets booked.
No refund is available for unused part stays
Where applicable, credit card or transaction fees are non-refundable

Hotel

  1. Directions
    Please make sure that you have directions to your hotel. FHR will endeavour to ensure that your confirmation voucher is emailed to the address you specify on the booking form. If for any reason your confirmation voucher has not been received you must contact us immediately as no refund is available for no shows or if cancellation is received less than 24 hours before you are due to arrive at the hotel.
  2. Transfers to and from the airport
    Transfers times are different at each hotel. All transfers are subject to availability on the day and may be subject to a local charge. Please check hotel information pages for details and charges.
  3. FHR Star Ratings
    All hotel star ratings in all FHR literature and on our web site are FHR's own ratings.
  4. Facilities
    All hotel rooms: have a private bath/shower room, (not all some guest houses have en-suite facilities), a colour TV and tea/coffee making facilities.
  5. Special Requests
    If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
  6. Meals
    Unless specified meals are not included and all extras must be paid direct to supplier. If breakfast is included, please check the earliest time it is available. If breakfast is not taken where included there will be no refund
  7. Leisure Facilities
    There may be charges for leisure facilities and admission may be restricted for children.
  8. Hotels Including Holiday Parking
    Parking is always at the vehicle owner's risk. Hotels' own car parks are unsecured unless otherwise stated. Where a hotel with parking package uses a secured car park, cars are parked subject to the conditions and insurance arrangements of the individual car park. In these cases, you will often park for the night of your stay in the hotels' own car park, which is unlikely to be secured. Car parking arrangements vary from hotel to hotel. Please make sure you know exactly what your arrangements are before you travel. Where parking is offered as and 8, 15 or 21 day option, the full number of days does not have to be used, but there is no reduction in price if it is not. If you leave your car for longer than the duration included, you are likely to be charged locally by the hotel or car park for the extra days. Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with the hotel or car park if requested to do so.
  9. Cancellation
    No refund is made for cancellation of hotel bookings within 24 Hours of the stay. An administration fee of £10 per room per night applies to all other hotel cancellations except on certain promotional offers which are non-refundable. Where applicable this will be stated in the hotel description/information.

Secured Airport Parking and Meet & Greet

  1. Directions
    Please make sure that you have directions to your car park. FHR will endeavour to ensure that your confirmation voucher is emailed to the address you specify on the booking form. If for any reason your confirmation voucher has not been received you must contact us immediately as no refund is available for no shows or if cancellation is received less than 24 hours before you are due to arrive at the car park.
  2. Drop-off time
    FHR and the individual car park cannot be held responsible if you do not leave enough time for airport transfer/car collection before your flight. We recommend that you arrive to drop the car off at least minutes 30 minutes prior to your earliest check-in time.
  3. Transfers
    24 Hour transfers to and from the airport are included.
  4. Minimum Stays
    A minimum stay applies at some car parks. Should you wish to stay for fewer days, you can, but the cost of the minimum duration is payable.
  5. Car Keys
    Unless stated on the car park information page, in the interests of efficient operation you must be prepared to leave your car keys with the car park.
  6. Insurance
    All parking is subject to the terms and conditions of the individual car park. Ensure no valuables are left in the vehicle, as FHR and the car park will not accept liability. Parking is always at the vehicle owner's risk. In the unlikely event that you need to make a claim for loss or damage, you MUST notify the car park at time of collection, as claims cannot be considered once your vehicle has left the site. The car parks will accept liability for proven acts of their negligence.
  7. Cancellation
    No refund is made for cancellation of parking within 24 Hours of the booked arrival time. An administration fee of £7.50 per vehicle applies to all other parking cancellations except on certain promotional offers which are non-refundable. Where applicable this will be stated in the car park description/information
  8. Valuables
    Valuables SHOULD NOT be left in the vehicle. All vehicles contents are left at owners risk.
  9. Your Vehicle
    It is the responsibility of the vehicle owner to ensure that the vehicle is roadworthy, holds a valid MOT certificate and displays a valid road tax licence as your booking may be forfeited if this criteria is not met. The car parks will not accept responsibility for mechanical failure of your vehicle or damage to your windscreen.
  10. Important Information
    FHR are agents for the car parks and you will be contracting with the individual car park and will be subject to their terms & conditions which are displayed on site and are available on request. You will be required to leave your keys at most car parks.


Airport Lounges

  1. Invitations
    Please ensure that you have the correct invitations for the lounge and terminal you require. You must take the invitations with you to the lounge as you may be refused entry without it.
  2. Lounge Location
    Please remember to check the lounge location is accessible from the terminal you are travelling from and that the hours of operation match your travel plans. Please check with your travel provider before travelling. FHR will not be held liable for any lounge pass holder that has not booked the correct lounge for their flight. FHR will not refund any unused lounge passes
  3. Children
    Where permitted, children must be accompanied by an adult to the bar areas at all times.
  4. Dress Code
    A dress code for the lounge facilities is expected. Singlets, vests, casual shorts, are not acceptable.
  5. Alcohol
    Due to regulatory restrictions, consumables are not to be taken from the lounge.
    FHR would like to advise passengers it is illegal to travel on an aircraft under the influence of alcohol. FHR will not accept any responsibility for passengers who are refused travel due to being intoxicated.
  6. Admittance
    The lounges reserve the right to refuse admittance to unsuitably dressed passengers or any passenger who is under the influence of alcohol.
  7. Flights
    It is the responsibility of the passenger to ensure that he/she is at the aircraft boarding gate on time. FHR and their representatives cannot be held responsible for any flight missed or delayed by any passenger using the lounge.
  8. Cancellation
    No refund is made for cancellation of lounge invitations within 24 Hours of the booked arrival time. An administration fee of £7.50 per reservation applies to all other airport lounge cancellations.

Travel Insurance

For full policy details you must read your policy document carefully. You have a 14 day 'cooling off' period in which you can return documents and obtain a refund if you have a justifiable reason to be dissatisfied with the cover.


Car Hire

For full policy details you must read your policy document carefully. Please note that the terms regarding cancellation are as follows: "All cancellations must be received in writing 24 hours before the customer is due to collect their vehicle. If this has been done then there is no charge for this service. If notification has not been received until after this time, then a 50% cancellation charge will apply. There are no Amendment Fees."


Customer Services

FHR's Customer Service details are available from our Contact page.

Any queries relating to the processing of customer bookings or the services provided by our suppliers should be addressed to FHR.

In accordance with our customer services policy:

FHR will endeavour to respond to all correspondence within five working days. Advise clients how long it will take to resolve the query Keep the customer informed throughout the process.


Telephone Calls

All telephone calls to FHR are charged at the standard BT National Rate or equivalent depending on your service provider

Telephone calls may be monitored.


Best Price Guarantee

Best Price guarantee applies to Airport Parking only.

  1. The parking, package of products that you are comparing must be the same in every respect as that which you purchased from FHR.
  2. You must make your claim within 24 hours of making and paying for your booking with FHR.
  3. Successful claims will not be paid until after the return date originally booked.
  4. You must use the products or package of products as per the booking against which you are making your claim.
  5. Cancellation of the booking cancels your right to claim under this guarantee.
  6. Comparison prices must be listed and quoted in pounds sterling.

Best price guarantee and price comparison excludes:

  1. Prices from other suppliers that are conditional on buying other products
  2. Prices that are part of a customer loyalty, members or loyalty reward scheme
  3. Prices that are part of a staff discount scheme
  4. Prices that are part of any other discount or special offer deal

Your statutory rights as a consumer are not affected

Errors & Omissions Excepted

We reserve the right to correct errors prior to confirming your booking. You must ensure you check all details of your chosen booking (including the price) with us at the time of booking.

FHR Airport Services Ltd. Registered in England. Company Number 07156413 Registered Office: Unit 7 Borers Yard, Borers Arms Road, Copthorne, West Sussex, RH10 3LH