The standard terms and conditions of Belgian law apply to all our services provided at Hotel Heritage – Credebel B.V. By booking at Hotel Heritage, you agree to the terms and conditions below unless otherwise agreed in writing.
1. CANCELLATION CONDITIONS
- The compensation to be paid by the customer, in relation to total or partial cancellations of the hotel accommodation and catering services reserved by the customer, is determined on the basis of the total amount of reservation.
- In the event of a ‘no-show’, the customer will in all cases be obliged to pay the total reservation value.
- In the event of early departure, the customer will in all cases be obliged to pay the total reservation value.
- Reservations of three or more rooms are considered as group reservations.
- Hotel Heritage – Credebel B.V. is entitled to cancel a Catering Agreement, unless the customer has given written notice within seven days of the conclusion of the relevant Catering Agreement requiring Hotel Heritage – Credebel B.V. to waive its right to cancel the agreement, provided that the customer has at the same time unambiguously stated that they are also waiving their own right to cancel the agreement.
2. COMPENSATION FOR CANCELLATIONS
INDIVIDUAL RESERVATIONS
The reservation conditions are determined per rate / promotion and are mentioned on each booking.
- 24h Cancellation Policy
The reservation can be cancelled or modified free of charges until 24 hours before arrival (that is noon on the day before arrival). In case of No show, late cancellation or late modification, the total amount of reservation will be charged to the given credit card. - 48h Cancellation Policy
The reservation can be cancelled or modified free of charges until 48 hours before arrival (that is 3:00 pm on the day before arrival). In case of No show, late cancellation or late modification, the total amount of reservation will be charged to the given credit card. - 72h Cancellation Policy
The reservation can be cancelled or modified free of charges until 72 hours before arrival (that is 3:00 pm on the day before arrival). In case of No show, late cancellation or late modification, the total amount of reservation will be charged to the given credit card. - 7 days Cancellation Policy
The reservation can be cancelled or modified free of charges until 7 days before arrival. In case of No show, late cancellation or late modification, the total amount of reservation will be charged to the given credit card. - Non Refundable
The reservation cannot be modified or cancelled. The total amount of reservation is not refundable under any circumstances (Force Majeure included). Might you not be able to stay in the hotel, you can contact your travel insurance company with a legal reason.
GROUP RESERVATIONS AND CATERING AGREEMENTS
- More than four months before the arrival date: no compensation
- More than two months before the arrival date: 25% of the total amount of reservation
- More than one month before the arrival date: 50% of the total amount of reservation
- More than two weeks before the arrival date: 75% of the total amount of reservation
- Less than two weeks before the arrival date: 100% of the total amount of reservation
3. PAYMENT POLICY
- All rates are quoted in EURO. All Payments are processed in EUR as required by law. At Reception are accepted the following Credit cards: Master Card, Visa Card, Maestro, American Express and Diner’s Club.
- Hotel Heritage – Credebel B.V. may at any time require the customer to transfer or have transferred to Hotel Heritage a deposit equal to a maximum of the reservation value minus any interim payments already made. Deposits received are properly administered, serve only as security for Hotel Heritage and explicitly are not registered as already realized turnover.
- The guest agrees to be held personally liable in the event that the indicated person, company or association fails to pay for any part of the total amount of these charges.
- Hotel Heritage – Credebel B.V. has the authority to charge the given credit card for any outstanding charges such as (mini)bar, restaurant, telephone, early check-in and late check-out.
- Hotel Heritage – Credebel B.V. is entitled to at any time demand interim payment for services already provided.
- If a turnover guarantee has been given, the customer is required to pay to Hotel Heritage – Credebel B.V. at least the amount specified in the turnover guarantee. This amount specified in the turnover guarantee is based on a minimum number of persons.
4. SMOKING POLICY
We respectfully remind our guests that the hotel is a non-smoking environment. Those who wish to smoke can do so outside the hotel, on the street side, where an ashtray is provided. Should we determine that there has been smoked in the room, an extra night will be charged.
5. CHILD POLICY
- For children up to 2 years (included) we are happy to provide a complimentary baby cot upon request.
- For children up to 18 years (included) we are happy to provide an extra bed at € 75,00 per night. An extra bed can only be added in certain Deluxe rooms and Junior Suites. This is upon request and availability.
- Children up to 12 years (included) we are happy to provide complimentary breakfast.
- Children in our restaurant Le Mystique are accepted as from 8 years old (except for breakfast where all children are welcome).
- Our extra beds are not suitable for adults. The extra bed considers a rollaway bed and can only be added in certain Deluxe rooms and Junior Suites. This is upon request and availability. Charges apply.
6. PET POLICY
Although we love pets, we do not allow them inside the hotel or in the restaurant for allergic and hygienic reasons.
7. LOST & FOUND POLICY
For any items that you might have forgotten or have lost at Hotel Heritage – Credebel B.V. or restaurant Le Mystique, feel free to fill out your request on our Lost & Found platform.
Hotel Heritage – Credebel B.V. is not responsible for lost, damaged, or stolen personal items and cannot guarantee that items are found. Should any guests lose personal belongings, if recovered, the item will be recorded as ‘found’. Hotel Heritage – Credebel B.V. keeps detailed records of all ‘found’ items, and will make a reasonable effort to contact the guest if an item is left in the hotel’s guest room after the guest has checked-out which will be placed in our Lost & Found safety box.
Postage is always paid by the receiver of the items. Hotel Heritage – Credebel B.V. takes no responsibility for items that are lost or damaged during postage. Any items in the Lost & Found, which are not claimed within thirty (30) days, will be donated to a local charity or discarded. Underwear is thrown away immediately for hygienic reasons.
7. LUGGAGE STORAGE
For the security of guest’s luggage Hotel Heritage – Credebel B.V. provides a secure luggage store room. In order to leave the luggage, the guest will be assisted by the Reception Desk. Handbags and purses are not accepted for storage in the luggage room.
8. COMPLAINTS
We kindly ask you to communicate any comment or complaint regarding the stay to the Reception Desk at the time of visit so that the matter can be resolved immediately. Hotel Heritage – Credebel B.V. keeps detailed records of all complaints so that they can be handeled accordingly.
9. THIRD PARTY LIABILITY
The Hotel does not accept any liability for services rendered by third parties to guests, notwithstanding that such services may be arranged by the Hotel. Any claim, demand, charge, suit or damages which way be incurred by the guests (or any person claiming there under) shall be made directly with such third parties and the Hotel shall render all reasonable assistance in this regard.
9. EMERGENCY PROCEDURES
In case of the lift entrapment or other emergency, and alarm button is located inside the lift cabin. There are fire evacuation plans on each floor near the elevators and in all public areas. The Hotel is equipped with smoke detectors in rooms and public areas. There is fire alarm system. There are available fire extinguishers on each floor. If you detect fire or smoke, Please contact Reception immediately and make your way outside of the building.
