Urban Villa Terms & Conditions

Terms and Conditions

General T&C’s

Reservations shall be binding only if guaranteed in full by a valid major credit card or where prior credit arrangements have been agreed with Urban Villa

For bookings made with a flexible cancellation, payment will be required at check in.  For bookings made on an advance purchase basis, payment will be taken at the time of booking, afterwhich the booking cannot be cancelled, amended or transferred. 

All bookings require a valid photo ID to be shown at the time of check in which matches the payment card being used.  For advance purchase bookings the same card which was provided at the time of reservation must be presented on check in to the hotel.

In addition a pre authorisation/deposit may be taken to cover any additional costs which might occur during your stay.  Upon departure the relevant amount will be refunded minus any additional costs which might have been incurred.

Urban Villa has the right to ask for deposits when checking in.  Urban Villa has the right to hold the deposit taken upon arrival for any damages/loss resulting from the guests stay.

Urban Villa is strictly a non smoking hotel and under guests found smoking on property will be subject to a £250 penalty fee.

Cancellations and Changes

Should  you cancel or change your plans, please cancel your reservation in accordance with the hotel’s cancellation policies to avoid a no-show charge or late cancellation fee, as advised on your reservation confimation.

For Advance Purchase bookings, your booking cannot be cancelled, amended or transferred.  Should you be unable to travel you will forfeit the prepayment which the hotel is holding for your room.

For bookings with a flexible cancellation and for stays of less than 14 nights, cancellations or changes made after 14:00 (GMT, Greenwich Mean Time) on the day of arrival or no-shows are subject to a hotel fee equal to the first night’s rate plus taxes and fees.  Should you shorten your stay after check in we would require 24 hours notice, to avoid any early check out fees.

For bookings with a flexible cancellation and for stays of more than 14 nights, cancellations or changes can be made 14 days prior to arrival, after which full charges will be levied.  Should you wish to shorten your stay after check in we would require 14 days notice, to avoid any early check out fees.

Pricing and Payment

The price quoted for a reservation does not include any applicable hotel service fees, charges for optional incidentals (such as telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.

Guest Charges and Room Capacity

The rates quoted are based on the number of guests outlined on this confirmation.  Any additional guests are subject to prior agreement with the hotel. The hotel allows upto 2 visitors per room, until 10pm only. The maximum number of infants per room is 1.

The hotel considers adult guests as aged 12 and over at the time of travel and children as aged between 2 and 11 at the time of travel and infants as aged 2 and under at the time of travel.  Availablity of accommodation in the same room for extra guests is not guaranteed.

The hotel adheres to a strict over 21 years old at the time of travel policy, and therefore requires at least 1 member of the party to be able to provide photographic ID to confirm that they meet this requirement,  if requested on check in to the hotel. If photo ID is not provided the hotel reserves the right to refuse check in.

The capacity for each room is as follows and should not be exceeded:

Master Villa: 4 people plus an infant

Executive Villa: 2 people plus an infant

Deluxe Studio Villa: 3 people plus an infant

Studio Villa: 2 people plus an infant

Pet Policy

The hotel welcomes upto 2 well behaved dogs to the hotel, for the additional fee of £25.  For further details on our Dog Policy please visit our website http://www.urbanvilla.com/pet-policy/

Parking

Parking is charged at £12.00 per day/per bay

For bookings of 28 days or more the rate is £5 per day/per bay 

Privacy Policy 

At Urban Villa we have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How we use and protect your data

The website and all of the marketing content and activity is owned by GWQ Limited trading as Urban Villa.

At Urban Villa we are committed to protecting and preserving the privacy of our visitors when visiting our website or communicating electronically with us. This Privacy Policy applies to all aspects of the business that trades as Urban Villa. This Policy explains when and why we collect personal information about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure. Whilst we will keep all of your personal information confidential, we reserve the right to disclose this information in the circumstances as set out within this policy. We confirm that we will keep the information on a secure server and that we will comply fully with all applicable UK Data Protection legislation and regulations in force from time to time.

We may change this Policy from time to time so please check this page occasionally to ensure that you are happy with any changes. By using our website, you are agreeing to be bound by this Policy.

Any questions regarding this Policy and our privacy practices should be sent by email to enquiries@urbanvilla.com alternatively, you can telephone 020 3750 5000.

Who are we?

We are Urban Villa GWQ Limited and are a privately owned limited group.

How do we collect information from you?

We obtain information about you when you use our website, for example, when you contact us about services, if you directly give us any information via forms, if you make booking or purchase or if you sign up to receive email newsletters. 

What type of information is collected from you?

In running and operating the business, we may collect and process certain data and information relating to you and your use of this site. Your privacy is important to us and we confirm that we will never release your personal details to any third party for their mailing or marketing purposes. The data that we collect is detailed below:

Information you provide in order to enter a competition or promotion via the site, complete a survey, or if you report a problem with the site.

Details of visits to our website and the pages and resources that are accessed, including but not limited to, traffic data, location data and other communication data that may assist us in understanding how visitors use the website. This may also include the resources that you access, and information about where you are on the internet including the domain type, IP address and URL that you came from. This information is collected and used for our internal research purposes and to improve our customer service.

The personal information we collect might include your name, address, email address, IP address, and information regarding what pages are accessed and when. This information is recorded and sent to third-party processors for the purposes of data analysis, to improve our marketing efforts and for targeting specific services and products.

Information you provide to us by sending us a message through our website and information provided to us when you communicate with us electronically for any reason. If you contact us, we may keep a record of your email and other correspondence.

Information that you provide us as a result of filling in forms on our website, such as registering for information or making a purchase.

We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available to view here: http://www.google.com/privacypolicy.html

If you make a purchase from us, your card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions, as explained below.

Who has access to your information?

We will never sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

Third Party Service Providers working on our behalf: We may pass your information to our third-party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process payments and send you a confirmation email). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes.

Third Party Product Providers we work in association with: We work with carefully selected Online Travel Agents (OTAs e.g. Expedia.com). When you enquire about or book with these third parties, the relevant third-party product provider will use your details to provide you with information and carry out their obligations arising from any contracts you have entered into with them. They will be acting as a data controller of your information and therefore we advise you to read their Privacy Policy. These third-party product providers will share required information about you with us (e.g. room type purchased and dates of stay) which we will use in accordance with this Privacy Policy.

How do I opt out?

You have a choice about whether or not you wish to receive information from us. We will not make contact with you unless you have opted in. If then, you no longer want to receive direct marketing communications from us, you can change your preferences or completely unsubscribe in one of two ways:

Click the ‘unsubscribe’ link at the bottom of marketing emails sent to you. Alternatively email enquiries@ urbanvilla.com or telephone 020 3750 5000 and we will process your request within 7 days

We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent. We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted.

Your Rights

The accuracy of your information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: enquiries@urbanvilla.co.uk, or write to us at: Marketing Team, Urban Villa Hotel, Kew Eye Tower, GWQ Development, Ealing Road, Brentford, Hounslow, TW8 0FL. Alternatively, you can telephone 020 3750 5000.

You have the right to ask for a copy of the information Urban Villa holds about you.

Complaints

In the event that you wish to make a complaint about how your personal data is being processed by Urban Villa, you have the right to complain to Urban Villa directly.