African Hotel Development Luxembourg SAS is a simplified joint stock company registered with the Trade and Companies Register of Luxembourg under the number B190309, whose registered office is located at 4-6 rue du Fort Rheinsheim, L-2419 Luxembourg, Grand-Duchy of Luxembourg and whose international VAT number is LU30085131.
African Hotel Development Luxembourg SAS operates https://www.onomohotels.com/ (the “Website”)
1. PREAMBLE
This document outlines the General Terms and Conditions of Services (“Terms”) governing the provision of hospitality services (“Hotel”) by African Hotel Development Luxembourg and its subsidiaries (“ONOMO Hotels”), a distinguished provider in the hospitality industry, to its esteemed clientele (“Customer” or “Guest”). These Terms set the foundation for our commitment to excellence and customer satisfaction, ensuring a clear understanding of mutual expectations. By making a reservation, accessing, or utilizing any services provided by ONOMO Hotels, including, but not limited to, accommodation, dining, conference facilities and ancillary services, the Customer unequivocally agrees to be legally bound by these Terms, thereby forming a contractual agreement between the Customer and the Hotel. These Terms apply universally across all ONOMO Hotel locations and encompass all interactions and transactions conducted through our official booking channels, including our website, direct telephone reservations and authorized third-party agents.
2. DESCRIPTION OF THE SERVICES
ONOMO Hotels takes pride in offering a comprehensive suite of hospitality services designed to meet the diverse needs of our guests. These services include:
Accommodation Services: Offering a variety of room types to suit individual preferences and requirements, ranging from standard rooms to luxury suites. Each room is furnished to the highest standards of comfort and includes amenities such as en-suite bathrooms, air conditioning, in-room entertainment and complimentary Wi-Fi access.
Dining Services: Featuring on-site restaurants and bars that provide a wide array of culinary delights, from local specialties to international cuisine. Our dining services include all types of meals or drinks including room service options for guests preferring the privacy of their room.
Conference and Event Facilities: Equipped with state-of-the-art technology and flexible space configurations to host business meetings, conferences, weddings and other social events. Our dedicated events team offers personalized planning services to ensure the success of each event.
Recreational Facilities: Where available, guests can enjoy access to fitness centers, swimming pools and any other recreational amenities designed in the hotel to enhance their stay.
The availability and specifics of these services may vary by location and are subject to change based on operational considerations. Detailed information about the services offered at each ONOMO Hotels location can be found on our official website or by contacting the hotel directly.
3. RESERVATION PROCESS
Reservations for ONOMO Hotels can be made through the following official channels:
Online Direct Booking: Through the ONOMO Hotels official website or mobile application, offering real-time availability and confirmation.
Telephone Reservations: Directly (by call or email) with the hotel’s reservation department.
Authorized Third-Party Agents: Including travel agencies and online travel platforms that have been vetted and approved by ONOMO Hotels.
When making a reservation, customers will be required to provide essential information, including personal details, preferred dates of stay, specific room preferences and payment information. A reservation is considered confirmed upon the issuance of a reservation number and the delivery of a confirmation email or message, which will include all pertinent details of the booking, such as dates, rates and any special requests or conditions associated with the stay.
Customers are encouraged to review their reservation details promptly upon receipt of confirmation and to contact the hotel directly should any information require correction or clarification. The Hotel reserves the right to request a deposit credit card details, bank authorization or pre-payment as part of the reservation process, in accordance with the specific rate plan or promotional offer selected.
4. CHECK IN PROCESS
Onomo Hotels offer 2 different ways to check in:
Via an “online check in” message which may be sent to the Customer by email or by WhatsApp prior to arrival. If the online check-in is done by the Customer prior to arrival, the hotel receives information and details required by local regulations and sometimes, payment details. It enables the Customer to access their room more quickly. This step is not mandatory, but it is recommended to save time when Customers finalize the checkin on arrival.
If Online check in is not completed by the Customer, full check-in will take place on arrival
5. ONOMO FAN COMMUNITY
Being an Onomo Fan means becoming part of the community of customers of the Onomo brand and hotels. This can be done by self-registration, by using an exclusive “Onomo Fan” service or rate, by booking on Onomo direct channels and by agreeing to be part of this community.
Onomo Fan status is not reserved for hotel guests staying overnight but can also apply to anyone coming to one of the ONOMO hotels for a drink, a dinner or any other service, or more generally to anyone who is a “fan” of the brand and wishes to become part of the community.
This status allows Customers to:
- receive transactional messages from ONOMO Hotels (concerning your reservations, past, current or future stays);
- benefit from exclusive offers for future stays;
- benefit from exclusive rates (known as Onomo Fans rates) and privileges at ONOMO Hotels;
- benefit of WiFi access in ONOMO Hotels (exclusive access for Onomo Fans);
- be informed by Onomo of hotels’ offers, new services, events or global news from ONOMO Hotels.
Those benefits may vary depending on the hotel concerned.
In order to deliver this service to the Onomo Fans community, ONOMO Hotels collects personal data in accordance with ONOMO Hotel’s Privacy Policy: First name, last name, phone number, country of residence and email address and information wishes.
6. PRICE AND PAYMENT
The prices for services offered by ONOMO Hotels are determined based on various factors, including, but not limited to, the type of service, the period of the stay, the location of the hotel and market demand. All prices are quoted in the local currency and are inclusive of applicable taxes and service charges, unless otherwise specified.
6.1 Price Listings:
Room Rates: Published on the ONOMO Hotels official website or directly given by the hotel may be subject to change without prior notice. Guests are encouraged to check current rates at the time of booking.
Additional Services: Prices for dining, conference facilities and other ancillary services will be provided upon request and may vary based on the specifics of the service requested and period of time.
6.2 Payment Policy:
Method of Payment: ONOMO Hotels accepts various forms of payment, including major credit cards, debit cards, bank transfers and cash (where permissible). Payment options may vary by location.
Pre-payment and Deposits: Certain rate plans or promotional offers may require a pre-payment or deposit at the time of booking, which will be clearly communicated during the reservation process.
Final Settlement: The settlement of charges can be done at the booking stage, between the booking time and date of arrival, at the check-in time or at the check-out. The applicable payment process depends on rats conditions and hotel rules, and will be clearly communicated to Customers. Charges may also include expenses incurred during the stay. In this last case, the Hotel reserves the right to pre-authorize credit cards prior to arrival as a guarantee for the reservation and potential incidental charges.
The Guest accepts full liability for all additional charges incurred by them and their party during their tenure at the Hotel. All amounts incurred by the Guest and their party will be invoiced. Any queries in respect of specific invoices shall not affect immediate payment of any other outstanding amount.
Cancellations, modifications and no-show policies related to reservations are detailed in subsequent sections of these Terms, specifying the conditions under which refunds or penalties may apply. Customers are advised to familiarize themselves with these policies as part of the reservation process.
6.3 Payment Service Provider
6.3.1 Payment Processing:
ONOMO Hotels has engaged “IOL Pay” as its trusted payment service provider to manage and process all payment transactions securely. The Customer will be required to provide payment information to “IOL Pay” directly through secure channels to (i) pre-pay the reservation before the stay, (ii) guarantee the reservation, or (iii) complete the online check-out process depending on hotels and rate conditions.
6.3.2 Secure Transaction:
When submitting payment details, the Customer will enter credit card information, including the card number without spaces, the expiration date (the card must be valid at the time of the stay), and the security code into the secure entry form provided by “IOL Pay”, which utilizes SSL encryption to protect the transaction.
6.3.3 Payment Verification:
“IOL Pay” will verify the validity of the Customer’s credit card and may decline transactions for several reasons, including but not limited to a stolen or blocked card, exceeded limit or entry error. In case of transaction refusal, the Customer is advised to change card details contact their bank, or the hotel to confirm their reservation and determine an alternate payment method.
6.3.4 Online Payment Methods:
The online payment methods available through “IOL Pay” include, but are not limited to, Visa, Mastercard, American Express, JCC, Discover, Diners, China UnionPay, JCB, Bancontact, Sofort, iDeal, Przelewy24, EPS, Giropay, Klarna – Pay Later, Apple Pay, Alipay, WeChat Pay, and other wallets or services as specified on the payment page. This list may be updated periodically to reflect new payment options or changes in the services provided by “IOL Pay”.
6.3.5 Transaction Security:
ONOMO Hotels and “IOL Pay” prioritize the security of online transactions. Regular audits and updates are conducted to ensure that the latest security protocols are in place to protect customer data and prevent unauthorized access or fraud.
7. CANCELLATION OR MODIFICATION OF A SERVICE RESERVATION
7.1 Cancellation Policy:
Non-cancellable rates: Some rates do not allow cancellations. In this case, the stay is due in full. The credit card may be charged by our payment partner at the time of booking or within a few hours of booking. This amount is generally non-refundable, as indicated on the booking confirmation.
Cancellation Window: For flexible rates, guests have the possibility to cancel their reservation without penalty up to 24 hours before the scheduled arrival date. This 24-hour window may vary for certain rate plans or promotional offers and will be clearly communicated at the time of booking. The detailed conditions are clearly mentioned in the booking confirmation. The Payment partner may charge the credit card at the end of the authorized cancellation period for either the amount of the penalty (usually one night) or the total amount of the stay booked (depending on the booking channel or card type). If this payment is not successful or not processed in advance for any reason, it will be requested directly to the customer by the hotel (usually at check-in).
7.2 Modification Policy:
Modifications: Guests may modify their reservation, including changes to arrival/departure dates, room type, and other booking details, subject to availability and potential rate adjustments depending on rate conditions.
Restrictions: Certain promotional or special rate plans may not allow modifications. Any restrictions will be communicated at the time of booking.
8. OBLIGATIONS AND RESPONSIBILITY OF THE CUSTOMER
8.1 Choice and Suitability of Services:
The Customer assumes full responsibility for the selection of services offered by ONOMO Hotels through the website or other booking channels. The Customer must ensure that the chosen services align with their needs. ONOMO Hotels shall not be liable for any inadequacy related to the Customer’s choice.
8.2 Accuracy of Information:
The Customer is solely responsible for the accuracy and completeness of all information provided when creating an account or making a reservation. ONOMO Hotels will not be liable for any consequences arising from erroneous or fraudulent information supplied by the Customer.
8.3 Use of Account and Reservations:
The Customer is responsible for all activities conducted under their account and for reservations made on their behalf or on behalf of third parties, including minors. Should there be any unauthorized or fraudulent use of the Customer’s account, the Customer must immediately notify ONOMO Hotels as detailed in Article 12.
8.4 Compliance with Terms and Regulations:
The Customer agrees to use ONOMO Hotels’ website and services in accordance with all applicable laws, regulations, and these General Terms and Conditions. Failure to adhere to these obligations may result in the Customer being liable for any damage caused to ONOMO Hotels or third parties.
8.5 Reservation and Payment:
The Customer is obligated to finalize reservations and payments in accordance with the stated terms. Any reservation or payment that is irregular, ineffective, incomplete or fraudulent due to the Customer’s actions, may lead to the cancellation of the service at the Customer’s expense, alongside any other legal action ONOMO Hotels might pursue.
8.6 Behavior and Conduct:
The Customer shall not invite or bring into ONOMO Hotels any person whose behavior could be disruptive to the establishment or other guests.
The Customer shall respect all non-smoking policies, only smoking in designated areas or in smoking rooms if these have been expressly booked as such. Some establishments may be completely smoke-free.
The Customer shall not interfere with the operation of the hotel, including the activities of staff, nor compromise the safety of the establishment or individuals within it.
Any behavior contrary to good morals, public order, or violation of the establishment’s internal regulations will result in the Customer being asked to leave the premises without any compensation or refund if a payment has been made. If no payment has been made, the Customer must settle the cost for consumed services before departure.
8.7 Minors
Any minor present at ONOMO Hotels must be accompanied by an adult who has consent from the minor’s parent or guardian. ONOMO Hotels reserves the right to request proof of such consent.
8.8 Use of Hotel Resources:
The Customer agrees to use the computer and internet resources provided by ONOMO Hotels, including Wi-Fi services, in a lawful manner. The Customer is prohibited from engaging in activities that infringe upon the intellectual property rights of others or from compromising the security measures of the hotel’s internet service.
As stated in Article 5, some specific in-hotel services and rates are dedicated to the Onomo Fan Community.
8.9 Liability for Damage:
The Customer will be held financially responsible for any damage caused within the hotel premises by themselves or their guests. The Customer shall bear all costs associated with such damage and non-compliance with the hotel’s rules.
9. OBLIGATIONS AND RESPONSIBILITY OF ONOMO HOTELS
Service Quality:
Standard of Service: ONOMO Hotels commits to providing services at a standard consistent with the brand’s reputation and the expectations set forth at the time of booking.
Standard of Service: ONOMO Hotels commits to providing services at a standard consistent with the brand’s reputation and the expectations set forth at the time of booking.
Safety and Security:
Safety Measures: ONOMO Hotels will implement and maintain reasonable safety and security measures to protect guests and their property during their stay.
Emergency Procedures: The hotel will provide information on emergency procedures and exits and will conduct itself in compliance with local health and safety regulations.
10. FORCE MAJEURE AND RELOCATION
Force Majeure:
Non-Liability: ONOMO Hotels will not be held liable for failure to fulfill contractual obligations if such failure is due to events beyond its reasonable control, including, but not limited to, natural disasters, government restrictions, wars, civil disturbances, or public health emergencies.
Alternative Arrangements: In the event of force majeure, ONOMO Hotels will endeavor to provide alternative arrangements for affected guests, such as relocation to another property with equivalent services or a refund for services not rendered.
11. CONTACT, CUSTOMER SERVICE, AND COMPLAINTS
11.1 Contact Information:
Customer Service: ONOMO Hotels are organised to address inquiries, service requests and complaints. Hotels’ contact details, including phone numbers and email addresses, are available on the hotel’s official website and through reservation confirmations.
Customers can use the dedicated page on the Website:
11.2 Complaints Procedure:
Reporting Issues: Guests are encouraged to report any issues or dissatisfaction with their experience directly to the hotel management as soon as possible during their stay, to allow for immediate resolution.
Follow-Up: For complaints not resolved to the guest’s satisfaction on-site, a formal complaint may be submitted to the hotels. The Customer can use the dedicated page on the Website: https://www.onomohotels.com/
The Hotel commits to investigating all complaints thoroughly and providing a response within a reasonable timeframe.
12. PRIVACY AND PERSONAL DATA PROTECTION
We are committed to protecting your privacy and personal data in accordance with applicable data protection laws. Our Privacy Policy, available on our Website, outlines how we collect, use and protect your personal information.
Personal data may be shared with third-party service providers who perform services on behalf of ONOMO Hotels, such as payment processing, reservation management and IT support. These third parties are bound by confidentiality agreements and are not permitted to use personal data for any other purposes.
13. MISCELLANEOUS
13.1 Amendments
ONOMO Hotels reserves the right to amend these Terms at any time. Any such amendments will be effective immediately upon posting the updated Terms on the Website or providing notice to guests. Your continued use of our services following such amendments constitutes your acceptance of the new Terms.
13.2 Severability
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, such provision shall be severed from the remainder of the Terms, which will continue to be valid and enforceable to the fullest extent permitted by law.
13.3 Assignment
Guests may not assign or transfer their rights or obligations under these Terms without the prior written consent of ONOMO Hotels. The hotel may assign its rights or obligations to any affiliate or in connection with a merger, acquisition or sale of assets, without notice to the Guest.
14. LIMITATION OF LIABILITY AND INDEMNITIES
14.1 The Guest hereby agrees on behalf of themself and the members of their party that it is a condition of their residence at the Hotel and/or use of the facilities, that the Hotel or ONOMO Hotels shall not be responsible for any injury or harm to or death of any person (or any minor dependent of that person) or for the loss or destruction of or damage to any property or any loss of money or other valuables or loss or damage of any other kind (as well as that of any minor dependent), including, but not limited to, pure economic loss [financial loss and damage], other monetary loss or a claim for loss of support or any damages for anything occurring upon the premises of the Hotel, whether arising from fire, theft, drowning or any cause of whatsoever nature or kind and by whomsoever caused, whether arising from the negligence or wrongful act or any person in the employment of or contracted to the Hotel. The Guest hereby indemnifies and holds harmless the Hotel and ONOMO Hotels against any claim, as contemplated above, that may be made against the Hotel or ONOMO Hotels by any person occupying the room together with the Guest or any invitee of the Guest.
14.2 When eating any food upon the Hotel premises, the Guest and any member of their party hereby acknowledge that should they suffer from any allergy or other problem with the ingredients of such food, they will be solely [only] responsible to point this fact out to the relevant Hotel representative. Any illness or malady suffered by the Guest, or any member of their party shall be for their sole responsibility. The Hotel and ONOMO Hotels shall not be responsible for any medical or other costs, howsoever arising, for the treatment of such illness or malady.
14.3 The Hotel and ONOMO Hotels does not accept any responsibility or liability for the safe custody or loss of or damage or destruction to any property stored or left in the room, room safe and/or on any other part of the Hotel premises, whether as a result of negligent or other wrongful act of any person, whether in the employ of the Hotel or otherwise or from any other cause whatsoever and howsoever arising. Further, the Hotel and ONOMO Hotels does not accept any liability or responsibility for any claim resulting from a failure of the electricity, water (whether as a result of drought or otherwise) or other utility supply, the failure of backup generators or reservoirs and whether or not caused by the Hotel ’s negligence. The Guest agrees that after their departure, or that of any member of their party, the Hotel may keep goods left behind by them and/or any member of their party, for a period of one month, pending any claims by the Guest and/or any member of their party, failing which, the goods shall be forfeited to be disposed of as the Hotel deems fit. The Hotel shall furthermore be entitled to charge the Guest a reasonable fee in respect of such period of time for which the items are left at the Hotel.
15. APPLICABLE LAW AND DISPUTE RESOLUTION
15.1 Governing Law
These Terms and any disputes arising out of or in connection with the services provided by ONOMO Hotels shall be governed by and construed in accordance with the laws of the Grand Duchy of Luxembourg.
15.2 Jurisdiction
Notwithstanding the amount which may at any time be owing, the parties consent to the applicable jurisdiction in the country of the Hotel’s residence, it being understood however that the Hotel shall at all times be entitled to bring any such action or proceeding to the appropriate court in the country of residence. If any such actions be necessary, the Guest agrees to pay all costs and disbursements as between attorney and client [all costs the attorney is entitled to recover against his client] and collection commission. A certificate signed by the manager of the Hotel shall constitute [be] prima facie [deemed to be correct until the contrary is proved] proof of the indebtedness of the Guest and/or their party.
15.3 Language
These Terms are drafted in English. In the event of any discrepancy between the English version and any translation, the English version shall prevail.