Terms and Conditions

Terms as at 14th April 2020

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.

Cancellation & Amendment Charges and Refunds

Airport Hotels

Less than 48 Hours Notice of date of stay
Cancellation Charge: Full Cost: No Refund and No Amendments

More than 48 Hours Notice
Cancellation Charge: Unless a cancellation fee waiver has been paid, there will be a GBP 10.00 cancellation fee, with the 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

Parking Bookings

Less than 48 Hours Notice of day of travel
Cancellation Charge: Full Cost: No Refund. No Amendments

More than 48 Hours Notice
Cancellation Charge: Unless a cancellation fee waiver has been paid, there will be a GBP 10.00 cancellation fee, with the 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 you do not arrive on the date booked to park your car then your booking will be forfeited.

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

Less than 48 Hours Notice of day of travel
Cancellation Charge: Full Cost: No Refund. No Amendments

More than 48 Hours Notice
Cancellation Charge: Unless a cancellation fee waiver has been paid, there will be a GBP 10.00 cancellation fee, with the balance refunded*

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 48 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. Prices and information regarding the transfers to and from the hotel are given as a guide only and may be subject to change.
  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. Room Requests
    If you have any room 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 room request will not be a breach of contract on our part. Confirmation that a room request has been noted or passed on to the supplier or the inclusion of the room request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all room 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 48 Hours of the date of stay. Unless a cancellation fee waiver has been paid, the amount paid will be held as a credit on your booking for use in the future 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 48 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. Meet and greet bookings
    The 'parking from' time on your confirmation is the time slot the car park has allocated you. If you think you are going to be more than 30 minutes earlier or later than your booked time, you must call the Chauffeur at least 30 minutes prior to the time booked. The Company will then endeavour to re-book a new arrival time for you. If you do not call the Company and arrive after the time booked, the Company cannot guarantee a driver will be available to meet you.
  4. 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 available on request from FHR. You will be required to leave your keys at most car parks.
  5. Transfers
    24 Hour transfers to and from the airport are included unless otherwise state on the individual car park information pages.
  6. 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.
  7. 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. The car parks will not accept liability for faulty keys, alarm fobs, house or other keys left on the Key ring. In the event of vehicles not starting, we reserve the right to charge for our time. We advise that only the car key is given and the customers ensure they have a spare key which they take with them.
  8. Vans and Large Vehicles
     Unless otherwise stated, we only accept bookings for cars and small vans (in both cases without trailers) at the standard rate shown. Please contact us before you make your booking if you wish to book larger vehicles, or vehicles with trailers, for a quote. If you park a vehicle larger than a car or small van, or a vehicle with a trailer, in a car park without prior approval, you will likely incur an additional charge at the car park.
  9. Cancellation
    You cannot get a refund or amend a parking booking less than 48 hours before the day of travel. For example, your last opportunity to change your package if you're flying at 3pm on the 29th will be 23:59 on the 26th. Unless a cancellation fee waiver has been paid, the amount paid will be held as a credit on your booking for use in the future except on certain promotional offers which are non-refundable. Where applicable this will be stated in the car park description/information
  10. Insurance & Liability
    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 and obtain written confirmation, as claims cannot be considered once your vehicle has left the site. The car parks will accept liability for proven acts of their negligence.
  11. Valuables
    SHOULD NOT be left in the vehicle. All vehicles contents are left at owners risk.
  12. Your Vehicle
    It is the responsibility of the vehicle owner to ensure that the vehicle is roadworthy, holds a valid MOT certificate and your vehicle is taxed until your return date as your booking may be forfeited if this criteria is not met. The car parks will not accept responsibility for mechanical, structural and electrical failure of any part of your vehicle including windscreens, glass, tyres and in particular alloy wheels howsoever caused. This list is not exhaustive.

    Airport Lounges

    1. Invitations
      Please ensure that you have the correct invitations for the lounge and terminal you require. You must print and 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. Groups
       Any groups that have not been pre-booked in accordance with our group booking policy will be refused entry to the lounge and no refund offered
    6. 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.
    7. Admittance
      The lounges reserve the right to refuse admittance to unsuitably dressed passengers or any passenger who is under the influence of alcohol.
    8. 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.
    9. Cancellation
      You cannot get a refund or amend a lounge booking less than 48 hours before the day of travel. For example, your last opportunity to change your booking if you're flying at 3pm on the 29th will be 23:59 on the 26th. Unless a cancellation fee waiver has been paid, the amount paid will be held as a credit on your booking for use in the future, except on certain promotional offers which are non-refundable. Where applicable this will be stated in the description/information

    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 48 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

    Events beyond our control

    Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).

    Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.

    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