Terms and conditions
Terms and conditions
The Terms & Conditions - as defined below- apply to our services, directly or indirectly made available to you through whatever means, including online reservations, customer service requests or otherwise. By accessing, browsing and using our websites www.mauritiushotels.mu / www.mauritiushotels.de / www.ilemauricehotels.com and/or by making a reservation through our company via email, phone, through our office or via any other channel, you acknowledge and agree having read, understood and agreed to our Terms & Conditions detailed hereof as part of this page.
Our websites, provides useful, updated and readily accessible information on hotels, villas and other tourism related services in Mauritius and also facilitates a convenient way for you to make your online reservation with such hotels, products or services.
We act as a disclosed agent for third party suppliers such as hotels, ground handling operators or other touristic partners, so we do not have and never intend to have any contractual involvement in your reservation. The contract for the hotel, product and/or service will be between you and that third party. In most cases this will mean that there are additional terms and conditions governing the contract as each supplier will have terms and conditions relating to that product. Please take time to read these terms and conditions as it is important to understand our contractual relationship relating to your use of our website. We will not allow you to purchase any products unless you have confirmed that you have read these terms.
Our aim is to be as professional, efficient and courteous as possible with both our customers, and suppliers. In these our Standard terms and conditions “we”, “our” and “us” means MauritiusHotels, on its brands and websites, “you”, “he”, “she”, “customer” means the person making the reservation includes also all bookings made for 2 or more people and includes all the people travelling with you and for the avoidance of doubt any individual you make a booking on behalf of. It is taken that you are the lead contact for your group and that therefore all correspondence and conversations in respect of arrangements for yourself and all members of your group will take place between you and us. These standard terms and conditions shall form the basis of the agreement for you and your group’s holiday and shall apply to the exclusion of any other terms and conditions whether put forward by you, your group or a third party or whether implied by law or statute.
We reserve our right to change these terms and conditions at any time and amendments will take effect when posted on this website. MauritiusHotels do not assume any responsibility for the travel products and services provided by the Supplier and makes no representations or warranties (express or implied) about the suitability or quality of travel products and services featured on the site. However, we may still be liable to you if we have been negligent; we have misrepresented important information or have been in breach of any other relevant law.
1. Information on website
A lot of the information contained on our website is provided by the hotels and touristic partners and updated regularly and, while we will try our best to ensure that such information is accurate, we cannot guarantee the accuracy or completeness of such information, nor can we warrant that access to our website will be uninterrupted or fault-free. However because of the sophisticated technology that is required in operating our websites, there may be times when obvious errors occur. For example, very occasionally, this may result in a price, product or service or other detail displayed or presented on a Channel being incorrect. Once aware of such incidents we will make all reasonable effort to advise you within 48 business hours of the booking being made. We reserve the right to cancel the reservation and refund all monies paid, but this will be without any liability to you.
2. Online Bookings
Booking confirmations will be made by e-mail immediately after you submit your reservation. It is your duty to provide us with an accurate email address. If you do not receive a confirmation e-mail within the next hour of placing the booking, you should contact our Customer Services via phone or email. Our confirmation e-mail will serve as proof of valid booking and will contain relevant information about the booking and particulars of the hotel or services concerned. Please read and check carefully all the information contained in our confirmation e-mail to ensure that it conforms to your reservation. If there are any changes to the details, we request that you inform MauritiusHotels immediately via our web form or by contacting our Customer Services by email or phone.
You are required to produce our confirmation e-mail when you check-in at the hotel, as well as valid travel documents. Please note that identification of the person whose name is on the booking must be provided when checking in.
The prices indicated on our website are per room, per night basis and include VAT and any other taxes unless otherwise stated. We will not charge you for our service or add any additional (reservation) fees to the room rate. Currency exchange rates are given as an indication and are not binding. Prices advertised on our websites include the cost of handling, reservation fees, credit cards processing fees, clearance fees and local taxes. Unless detailed otherwise in the specification of the hotel package, these prices do not include transportation, guide, tips/gratuities and do not include any other service which is not detailed in the specification of the hotel package. As we act only as a hotel booking agent, we and our hotel partners reserve the right to change, amend or correct prices shown on our site at any time before or after you have booked.
2.2 Payment Methods & Credit Card information
When you make an online booking, you will have to enter your credit card information, such as its number and expiry date. You guarantee that the credit card details are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the product or service. You must be at least 18 years old, be legally authorised to enter into contractual obligations, have the requisite consent or authority to act for or on behalf of any persons included in a booking and must use the Website in accordance with these General Terms and Conditions.
We accept credit cards, such as VISA, MasterCard and EuroCard. Under no circumstances will MauritiusHotels be liable for any kind of commission that your bank might charge you. Your credit card is debited according to the payment terms stated during your booking process.
We are not taking any cancellation fees. However, in the event that you would like to cancel your hotel booking, the hotel's cancellation policy will apply. The conditions will be available on your confirmation email or as stated at the time of booking. Each hotel will have its own terms and conditions for cancellation of confirmed reservations. You are, therefore, strongly advised to read such terms and conditions, which are displayed on our website, carefully before making your reservation. You will be bound by such terms and conditions once your reservation is confirmed.
To minimize any penalty or charges payable, we suggest that you should promptly and directly proceed with your cancellation by clicking on ‘my booking’ on our website. All disputes relating to cancellation of reservation shall be dealt with or settled directly between you and the hotel concerned, and we will not be involved or be held responsible in any way except to arrange for the refund of the deposit, where applicable, to provide information needed to calculate the penalties that apply and to pass your credit card information on to the hotel concerned as aforesaid. No claim whatsoever shall be made by you against us in respect of any penalty or charges levied by the hotel concerned for your cancellation of a reservation and you shall seek your redress, if any, directly against the hotel concerned.
Any trip that is interrupted or cut short, or any terrestrial service that is not used for whatever reason will result in no refund. If you fail to show up or if you lack the necessary travel documents to start your voyage (passport, visa, certificate of vaccination etc.) or if you are unable to make the trip on the date indicated, no refund will be given if you cannot carry out your trip as planned due to problems related to air-transportation
Please inform us by email regarding any request for change in your booking. All changes are subject to availability, limitations and restrictions of the relevant hotel or service provider. The refundable portion of your purchase price (if any) will be refunded to and to the extent we are refunded by the hotel or supplier; we shall pass this refund onto you. If you want to cancel or change your booking the payment card fee charged at the time of booking will not be refundable.
In order to change a booking, MauritiusHotels will normally need to cancel the original booking which may incur compensation and/or charges imposed by the Suppliers up to the full value of travel booked and you will need to pay for the cost of a new booking.
2.5 Transferring Bookings
If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or other significant reason, we will agree to that person’s booking being transferred to another person (introduced by you) who satisfies all the conditions applicable to the booking, subject to both persons accepting liability for full payment of the holiday cost and all costs and charges incurred by us and/or incurred or imposed by any of our suppliers in order to make the transfer.
In the event of a refund, the relevant amounts will be transferred back to the payment card used to make the original booking. Please note that Credit card fees are non-refundable in the event of cancellation.
2.7 Amendments and Booking Cancellations by the hotel or service supplier
In the unlikely event of the hotel or supplier cancelling or amending your reservation after the booking has been made, we will make all reasonable effort to advise you as soon as possible. Should the supplier be unable to fulfil your hotel reservation, you will have the choice of accepting an offered alternative or cancelling your reservation with a full refund of all monies paid. In cases where the supplier is unable to provide an alternative, we reserve the right to cancel your reservation with a full refund.
3. Bookings on request
Please note that we propose a few hotels and accommodation options on an availability request basis. All descriptions, rates and booking conditions are specified on the website. Please fill in the booking request form and we reply with all information needed. Payments for these bookings can be done by bank transfer or credit card.
4. Queries and Complaints relating to your Booking
Please contact our customer services team by e-mail, if you have any other enquiries or complaints relating to your booking prior to departure.
If you have a complaint relating to a supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant supplier and/or hotel prior to your departure, so that measures can be taken to resolve the problem.
If you have any other enquiries or complaints relating to your booking during your stay, please contact our customer services team no later than 30 days after your return. Please indicate your booking reference and all other relevant information. Complaints should be sent by email only.
5.1 Use of rooms
Please note that, in general, rooms are only available from 14:00 and have to be vacated by 12:00, irrespective of the time of arrival or departure or the means of transport used. Should you wish your room to be ready prior to noon on your day of arrival or available after 12 am for an afternoon or evening departure, it is possible to reserve the room at the time of booking at a cost no greater than the extra night price.
If meals are part of an accommodation package, the number of meals depends on the number of overnight stays. Full board normally includes breakfast, lunch and dinner. Half board normally includes breakfast and dinner, depending on the package. Accommodation which includes main meals generally start with dinner on the day of arrival at the hotel and terminate with breakfast on the day of departure. If one or more meals cannot be taken, no refunds will be made. Drinks are not included with meal, unless specified otherwise on the website.
The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally. The Customer is exclusively responsible for paying such additional taxes.
We offer star ratings as a general guide. Star ratings may differ according to the country where the hotel is located and are not necessarily the official local rating. Standards can vary between hotels and accommodation of the same class in different countries, and even in the same country.
Whilst we make every effort to ensure that property images and descriptions of amenities and facilities displayed on our websites are accurate and up dated, we cannot guarantee this always to be the case as we obtain this information from our Suppliers. The images and hotel descriptions are provided to show the level of accommodation and the degree of comfort.
6. Travel Insurance
The prices on the website do not include insurance. MauritiusHotels strongly recommends to take out insurance that covers the consequences of certain cases of cancellation and an additional policy that provides cover for certain special risks such as the cost of repatriation in the event of an accident or illness.
7. Passports, Visas and Health Requirements
Please note: Passport and visa regulations can change and you should therefore check with the relevant embassy well in advance of travel. It is your responsibility to be in possession of a valid passport and if appropriate, a visa. It can often take some time to obtain a visa, so you are advised to apply in plenty of time. Some overseas countries have an immigration requirement that a Customer’s passport is valid for a minimum period after the Customer enters that country, typically 6 months. If a Customer’s passport is in its final year of validity, the Customer is advised to confirm the requirements of the destination before making final travel plans.
We accept no responsibility for customers who do not possess the correct documents. It is your responsibility to check and comply with any health requirements. You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure.
All information, including credit card information that you provide to us over the Internet during the reservation process is encrypted for your protection. This encryption is designed to help prevent any unauthorized person from intercepting or reading any application information you send us.
9. Limited Right to Use.
The viewing, printing or downloading of any content, graphic, form or document from the Site grants you only a limited, nonexclusive license for use solely by you for your own personal use and not for republication, distribution, assignment, sublicense, sale, preparation of derivative works or other use. No part of any content, form or document may be reproduced in any form or incorporated into any information retrieval system, electronic or mechanical, other than for your personal use (but not for resale or redistribution).
The content, organization, graphics, design, compilation, magnetic translation, digital conversion and other matters related to the websites are protected under applicable copyrights, trademarks, registered trademarks and other proprietary (including but not limited to intellectual property) rights. The copying, redistribution, use or publication by you of any such matters or any part of the Site is strictly prohibited. You do not acquire ownership rights to any content, document or other materials viewed through the Site. The posting of information or materials on the Site does not constitute a waiver of any right for this information and materials. Nothing on this site should be copied or used for commercial gain without the written consent of the owner.
10. Products/Hotel Packages.
The product offers are valid within the limits of the availability. These products are offered and supplied to the customer through our suppliers and third parties. The photos, illustrations and other promotional material used for the description of the activity are for the purpose of exemplifying products. We can’t guarantee that all photos advertised and used on this website illustrate the actual services and facilities offered by the hotels. The descriptions and illustrations on any of our literature and website are given as approximate representations only, and given in good faith.
11. Provision of Service.
No compensation of any kind or responsibility can be taken if, due to circumstances beyond our or our supplier’s control, for example, when we have to notify a change to your arrangements after departure, or we or our suppliers cannot supply your arrangements in full or in part as agreed, or you suffer any loss, injury, accident, or damage of any description to person or personal property. A circumstance beyond our or our supplier’s control is one that cannot be foreseen or avoided, even after taking all due care and includes but is not limited to war, terrorist activity, civil unrest, industrial disputes, acts of god, natural or nuclear disaster, high level of water, technical or maintenance problems and bad weather situations or forecasts.
12. Fitness and Medical Conditions
Certain hotels may not be suitable for all clients due to restrictions posed by limitations in mobility, physical or cognitive disability, weight, pregnancy or various other physical or mental conditions. MauritiusHotels encourages all clients to seek their physician’s advice regarding necessary or advisable vaccinations, medical precautions, or other medical concerns regarding the entirety of the clients’ travel to Mauritius and staying in their chosen designated hotel. Additionally, it is the Clients’ responsibility to assess if the hotels is offering the required facilities and accessibility as per the Client’s medical condition and limitation.
13. Damage to or theft of personal belongings.
MauritiusHotels cannot be held liable if a client's personal belongings are damaged or stolen during his stay in Mauritius in or outside of the hotels. It follows, therefore, that MauritiusHotels is not obliged to reimburse its clients for damages in this regard. Each client has a personal responsibility to take due care and attention by keeping close watch on his or her personal belongings during their hotel stay and during their holiday in Mauritius.
14. Links to Third Party Web Sites
The Site may contain hyperlinks to external web sites owned and operated by third parties. Our websites have no control over or association with such third party sites and no responsibility in relation to the accuracy, completeness and quality of the information contained within them. Any and all contents on these external websites do not reflect products, services or information provided by MauritiusHotels.
15. Clients booking by telephone, online chat, at the office, web or e-mail will be deemed to have read and accepted the Booking Terms Conditions set hereof. Clients who processed their booking via third parties [such as agents, hotel representatives, family members or clients with gift vouchers] will be deemed to have read and accepted the Booking Terms Conditions set hereof.
16. Customer’s behavior.
As a customer of MauritiusHotels you are responsible for you and your party’s/group actions and you are expected to respect your environment and other people around you. All suppliers have every right to terminate, your stay or activity under threat of vandalism, violence or any other behavior deemed inappropriate by them. You must not behave in a way which may cause distress or annoyance to others or which may create the risk of danger or damage to property. In any of these cases mentioned hereof all insurances will be invalidated and you will not have any entitlement to a refund, compensation or to cover any of your expenses of any kind whatsoever. In case of damages or loss caused by you or any member of your group, you will be responsible and liable for full payment for these damages. No compensation or refund will be given in such a case.
17. Group Representative
In a booking with more than one participants the ‘Client’ will be deemed to have accepted the terms and conditions on behalf of all participants as part of their party, group, family and are to participant and/or take part in the activity/tour/booked package. The ‘Client’ is the participant who makes the booking on behalf of all participants in a multi-participants booking and is named in the ‘Client’ field within the booking. Within these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added at a later date).
MauritiusHotels acts as mediator (booking agent) for the relevant suppliers. MauritiusHotelss has no liability of any kind whatsoever to you or your group, or dependants for any death, personal injury, loss, consequential loss or damage of any kind you or your group, or your dependants may suffer unless caused by our own negligence. MauritiusHotels and suppliers also accepts no responsibility or liability whatsoever for any government restraints, acts of war and terrorism, weather conditions, or for any misadventure or casualty or any other force majeure or causes beyond our and the suppliers control. All matters referring to the hotel and the various services supplied to the customer are in the sole responsibility of the Service Provider/third party. The Service Provider/third party will be sole responsible for catering for the hotel booking, providing all the applicable hotel services. By using MauritiusHotels and processing your booking via any of our websites you agree to indemnify our company and its employees against any liability, although we may at our discretion agree to assist in the resolution of problems, and take our own action against any supplier and this party who is in breach of its obligations.
19. Applicable law
These General Terms and Conditions are governed by the laws of the Republic of Mauritius. Mauritian Courts shall have jurisdiction to hear and determine any dispute arising from the interpretation and/or arising here from.
Litigation. Any claim or dispute will always be dealt with the best attention, as the person that takes the pains of submitting his claim is presumed to do so in good faith. In case of litigation, the client will at first deal with the company for an amicable solution of the problem. If a solution cannot be found, the Mauritian legal system will be the sole competent legal system.
ABZ Global Solutions
1st Floor, Block D1, Grand Baie La Croisette 30517, Grand Baie, MauritiusMU: +230 269 1000