Booking and website terms

1. About these terms

These terms govern your use of the CARTER LUXURY website, our hotel-sourcing service and any accommodation booking we arrange for you. “You” means the person making the enquiry or booking and every traveller included in it. “Supplier” means the hotel, accommodation provider, wholesaler or other principal responsible for providing the booked service.

If a booking-specific term or a Supplier term conflicts with these general terms, the booking-specific term will apply to that booking, except where the law requires otherwise. Nothing in these terms affects rights that cannot lawfully be limited or excluded.

2. Who we are and how to contact us

CARTER LUXURY is a UK-based hotel-sourcing service specialising in accommodation-only stays. For enquiries, booking assistance or complaints, email enquiries@carter-luxury.com.

3. Our role and your accommodation contract

Unless we expressly tell you otherwise before booking, we arrange accommodation as an agent for the Supplier identified in your quotation or confirmation. When we act as agent, your contract for the accommodation is with that Supplier, not with CARTER LUXURY. The Supplier’s booking conditions will apply in addition to these terms and will be provided or made available before you commit to book.

We will state if we act in a different capacity. We do not own, operate or control the hotels featured or proposed. References to a hotel, brand or Supplier do not imply ownership, endorsement or a formal affiliation beyond the booking arrangements disclosed to you.

4. Enquiries, quotations and availability

An enquiry is a request for us to search and does not reserve a room or create a contract. A quotation is based on the information you provide and the availability displayed or communicated by the Supplier at that time. Availability, rates, exchange rates and conditions may change until the booking is confirmed.

Unless a quotation states a validity period, it is an invitation to book rather than a promise that the accommodation remains available. We may withdraw or correct a quotation before confirmation, including where there is an obvious pricing, description, currency or system error.

5. Making a booking

The lead guest must be at least 18 and have authority to accept these terms and the applicable Supplier terms for everyone named in the booking. The lead guest is responsible for providing accurate information, making payments and sharing all booking information and conditions with the other travellers.

A binding booking is formed only when the required payment has been successfully received or authorised and a booking confirmation has been issued, subject to any different formation point stated in the Supplier terms. An acknowledgement of your request or payment instruction is not, by itself, confirmation.

Check the confirmation immediately, including traveller names, property, room category, occupancy, dates, board basis, inclusions and cancellation conditions. Tell us promptly if anything is incorrect. Later corrections may be unavailable or may incur charges.

6. Prices, inclusions and local charges

Your quotation will state the currency, total price known at that time and material inclusions. Prices may vary by room type, occupancy, board basis, benefits, payment timing and cancellation flexibility. We aim to source highly competitive rates but do not promise the lowest price available.

Unless expressly included, the price may exclude local tourist, city or resort taxes; refundable security deposits; hotel incidentals; minibar, spa or dining charges; parking; and other amounts payable locally. Some destinations require taxes or fees to be paid directly to the hotel and these can change after booking. We will disclose charges made known to us before booking, but the hotel or public authority may introduce or change a mandatory charge outside our control.

7. Payment

Your quotation will explain the deposit, balance due date, accepted payment method and whether payment is collected by us on the Supplier’s behalf or directly by the Supplier. You authorise the disclosed recipient to take the stated payment. A booking may be cancelled under the applicable conditions if a payment fails or is not received by its deadline.

You are responsible for charges applied by your bank or card provider, including foreign-exchange or international transaction charges. Refunds are normally returned by the party that collected the payment, to the original payment method and in the original transaction currency. Currency movements and third-party charges can mean the amount received differs from its value when originally paid.

8. Changes requested by you

Send amendment requests to us in writing. We will ask the Supplier but cannot guarantee that a change can be made. Any change is subject to availability, the Supplier’s conditions, any increase in price and any disclosed amendment charge. A change of dates, property, room, occupancy or lead guest may be treated by the Supplier as a cancellation and new booking.

9. Cancellation by you

Cancellation conditions are rate-specific. Flexible deadlines are calculated using the local time at the accommodation unless your confirmation says otherwise. Some rates are non-refundable from the moment of confirmation; others become partly or fully non-refundable after a stated deadline.

The lead guest should send any cancellation request to us in writing. Cancellation takes effect when it is received and acknowledged by us during our normal handling hours, not when you send it. We will confirm the applicable Supplier charge and any separately disclosed fee. Do not assume a booking is cancelled until you receive written acknowledgement.

Accommodation booked for specific dates does not normally carry a general 14-day cooling-off right. Your cancellation rights are the rights stated before booking together with any mandatory statutory rights.

10. No-shows, late arrival and early departure

If you do not check in, arrive after the hotel’s permitted time without notifying it, or leave early, the Supplier may cancel remaining nights and charge up to the full booking price. Contact us and the hotel as soon as possible if arrival is delayed. Any refund is subject to the applicable rate conditions and Supplier decision.

11. Changes or cancellation by the Supplier

Hotels may occasionally change facilities, room allocation, opening dates or other arrangements, and a Supplier may rarely cancel a booking. We will pass on material information received and, where we act as agent, provide reasonable assistance in communicating with the Supplier. Your remedies will be determined by the Supplier terms and applicable law. Nothing in this section removes any mandatory right to a refund, repeat performance, price reduction or other remedy.

12. Hotel descriptions, ratings and imagery

We take reasonable care when presenting information supplied by hotels and other third parties, but facilities, restaurants, pools, beaches, views, entertainment, refurbishment programmes and opening hours can change. Images may show a particular room or setting that is not included in your booking.

Star ratings and descriptive labels may be set by local authorities, Suppliers or industry systems and are not necessarily comparable between countries. Distances and travel times are approximate. Ask us before booking if a particular feature is essential to your stay.

13. Room occupancy, children and extra beds

You must provide the correct number and ages of all travellers as at the dates of travel. Hotel definitions of an infant or child vary. Room occupancy limits, bedding configurations, interconnecting rooms, cots and extra beds are controlled by the hotel and must be expressly confirmed. The hotel may refuse check-in or require extra payment if the arriving party differs from the confirmed booking.

14. Special requests and accessibility

Tell us before booking about accessibility, mobility, medical, dietary or other requirements that could affect whether accommodation is suitable. We will pass requests to the Supplier, but a request is not guaranteed unless it is expressly confirmed in writing as part of the booking. General notes such as room location, view, floor, celebration amenities or adjacent rooms remain requests only.

15. Check-in requirements and conduct

Travellers may need to present passports or other identification, a payment card and a deposit or pre-authorisation for incidentals. The name on the booking may need to match the identification and payment card. You must comply with hotel rules and local law and behave reasonably. A Supplier may refuse or end a stay where conduct is abusive, unsafe, unlawful or seriously disruptive, without a refund where the law and applicable conditions permit.

16. Passports, visas, health and destination requirements

You are responsible for passports, visas, entry and transit rules, health requirements and the suitability of the destination for every traveller. Requirements can change and may depend on nationality, residence, travel history and personal circumstances. Check authoritative government and destination sources in good time. Information we provide is general assistance, not legal, immigration or medical advice.

17. Travel insurance

We strongly recommend suitable travel insurance from the time you book, including cover appropriate to cancellation, medical treatment, repatriation, valuables and disruption. It is your responsibility to understand the policy terms, exclusions and excesses and to disclose relevant circumstances to the insurer.

18. Chauffeur transfers and other separate services

Selecting a transfer option on an enquiry form only tells us that you are interested; it does not add a transfer to a hotel booking. Before arranging any transfer or other travel service, we will identify the provider, price, contract terms, our role and whether it is a separate contract.

This website is intended for standalone hotel accommodation and does not offer flights. If we propose a combination of travel services that is legally a package or linked travel arrangement, we will provide the additional prescribed information and protections required by law before you become bound. A label in these terms does not override the legal nature of the actual arrangements.

19. Events outside reasonable control

Neither we nor a Supplier will be responsible for a failure or delay caused by events that could not reasonably have been avoided, to the extent permitted by law. These may include severe weather, natural disaster, epidemic, government action, border closure, industrial action, conflict, terrorism, fire, utility or transport failure, or failure of communications systems. Your rights and any refund or alternative will depend on the applicable law and Supplier terms.

20. Problems during your stay and complaints

Report a problem to the hotel immediately and allow it a reasonable opportunity to put matters right. If it is not resolved, contact us as soon as reasonably possible at enquiries@carter-luxury.com with your booking reference, a clear description and relevant evidence. Delay can make a problem harder to investigate but does not remove mandatory legal rights.

We will acknowledge and review complaints fairly and, where we act as agent, liaise with the Supplier. We cannot guarantee the outcome of a Supplier’s investigation.

21. Our responsibility

We are responsible for providing our hotel-sourcing and agency services with reasonable care and skill. Where we act only as agent, the Supplier is responsible for performing the accommodation contract. We are not responsible for the acts or omissions of a Supplier except to the extent that the law makes us responsible.

We are not responsible for loss that was not reasonably foreseeable when the relevant contract was made, or for loss caused by inaccurate information supplied by you, your failure to follow booking conditions, or travel arrangements you make independently. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of your mandatory consumer rights.

Our service is for private consumer travel. We are not liable for business losses, including lost profit, revenue, opportunity or business interruption.

22. Accommodation-only protection

CARTER LUXURY does not sell flights through this website. Accommodation-only bookings are not protected by the ATOL scheme. Any financial protection that applies to a particular booking will be stated before confirmation; you should not assume that a protection scheme applies unless we expressly identify it.

23. Privacy and communications

We use personal information as explained in our Privacy Policy, including to respond to enquiries, source options and administer bookings. You must have permission to give us personal information about other travellers. We may communicate with the lead guest by email, telephone or WhatsApp using the details provided, and you are responsible for monitoring those channels and telling us if they change.

24. Website use

You may use this website only for lawful personal enquiries. You must not misuse it, attempt unauthorised access, introduce malicious code, scrape it at scale, impersonate another person or submit false or fraudulent requests. We may restrict access where reasonably necessary for security, maintenance or misuse.

We do not promise that the website will always be available or free from errors. Links to third-party websites are provided for convenience; we do not control their content, availability or privacy practices.

25. Intellectual property

CARTER LUXURY branding, site design and original content may not be copied or used commercially without permission. Hotel names, trade marks and third-party imagery belong to their respective owners. You may print or save a reasonable copy of these terms and your booking documents for personal use.

26. Fraud and security checks

We or the payment recipient may carry out reasonable identity, payment and fraud-prevention checks. We may ask for additional verification or decline to proceed where there are reasonable security or fraud concerns. Never email full payment-card details to us.

27. Changes to these terms

We may update these website terms from time to time. The version applying to a confirmed booking is normally the version accepted when that booking was made, together with any change agreed with you or required by law. The date above shows when this page was last updated.

28. General legal provisions

If a court finds part of these terms invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not waive it. You may not transfer a booking or your rights without our and the Supplier’s written agreement, except where applicable law provides otherwise. No person other than you, us and any party expressly identified in the booking documents may enforce these terms.

29. Governing law and courts

These terms and our services are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protection of the law where you live and may bring proceedings in the courts available to you under applicable consumer law. If you live outside the United Kingdom, mandatory local consumer rights may also apply.

30. Contact

Questions about these terms, an enquiry or a booking can be sent to enquiries@carter-luxury.com.