smartstays.com User Agreement
Terms and Conditions

smartstays.com is operated by the Internet travel specialist Asia Web Direct Co., Ltd., hereinafter called AWD. We are a bonded travel agent listed by the Tourism Authority of Thailand (License number 31/0163).

Rates
We offer both discounted prepaid rates and non-prepaid rates. Taxes and service charges are not inclusive in the room rates, especially the non-prepaid type, unless explicitly stipulated otherwise. If taxes and other applicable charges are included in the room rates, they will be clearly stated in the individual conditions or rate rule of each offer/rate.

Many of our discounted rates do not allow for hotel membership or Frequent Flyer points accrual.

Currency conversions are based on approximate exchange rates at the time of booking and should be used for approximate guide only.

Some rates have special requirements such as AAA membership or Senior Citizen proof of age at check-in. Verify that you qualify for the rate that you have booked. Hotel properties are not obligated to honour this rate if you do not qualify.

Rate Changes
All fares and prices quoted are correct at the time of publishing. Such fares, prices, international rates of exchange, government taxes and any other factors outside our control are subject to change, which in turn may affect room rates quoted.

Regardless of a deposit or full payment having been made, any increase in the rates must also be paid by the customer. If such increase is unacceptable, the customer retains the right to cancel his/her booking. However, attention is drawn to the possibility that some cancellation charges may be imposed covering AWD cancellation cost.

Special Events Rates
For some Special Events rates quoted may be above normal rates. Should any Special Events dates change or new Special Events rates apply, we will notify you of such changes and invoice you at the revised rate. Such revised rates may be applied to all bookings, including those made prior to the change. A minimum stay may also be required during the special events

The Special Events include, but are not limited to, trade fairs, exhibitions, conferences, symposiums, congresses, religious-athletic and artistic events, carnival, local public holidays such as Songkran or Golden Week, Easter, Christmas and New Year.

Reservations
All reservations are subject to availability at the time of request.

You will receive a confirmation e-mail containing a voucher that is valid for your room and any other services detailed in the offer conditions. At the time of booking you MUST ensure that the email address given is correct and reachable. If you do not receive any email from our system within 24 hours, you are required to notify us immediately.

It is your responsibility to verify that all reservation details are complete and correct. AWD shall not be responsible for any loss or delay (direct, indirect or consequential) or third party claims (including any cancellation fees) caused by any incorrect or incomplete details in your reservation request.

Making payment through our online payment gateway OR entering your credit card information on the server shall be regarded as your firm confirmation of arrival. Should you fail to fulfill your booking, for all circumstances, the cancellation and no-show policy will be applied.

Hotel room availability has been given to us in good faith. In the event that the hotel or services are not available, AWD shall endeavour to remedy the case by offering alternative services. However, AWD shall not be responsible or become liable in contract or tort for any damage, loss, delay to person or property, additional expenses or inconvenience caused directly, indirectly or as a consequence of such issue.

Prepaid Reservations
Prepaid reservations are prepaid because they are discounted rooms. They will only be confirmed when we receive your payment in full. Your credit card will be blocked for the full amount of the reservation at the time of the booking, and charged when the booking is confirmed by the hotel. If we cannot confirm your booking we will release the blocked amount from your credit card. The incidentals such as meals, phone calls, parking, mini bars will be collected directly by the hotel upon check-out.

The prepaid reservations are marked clearly on each offer as prepaid or advance purchase rate.

Non-Prepaid Reservations
Non-Prepaid reservations use your credit card to hold your reservation until you arrive for check-in. Your credit card will also be charged in the event that you cancel the reservation after the cancellation deadline. The cancellation deadline varies from hotel to hotel depending on the location and season. We strongly recommend that you check the cancellation policies carefully, they are available online on your booking form and in the reservation email.

Booking Fee
A non-refundable booking fee of 2 GBP is applicable to all Non-Prepaid Reservations and some direct offers supplied by hotels. When a booking fee applies it will be clearly shown on the booking form. The fee will be charged to your credit card at the time you make the booking and will appear on your credit card statement as a charge from SmartStays UK.

Hotels
Hotels listed on our portals are chosen by taking into consideration their classification, location and price. The hotel's classification in stars mentioned in our portals is the one stated by the hotel itself and may be changed at anytime.

We have taken every reasonable precaution to ensure that the information is fair and correct at the time of publishing, and the facilities are available as described for each hotel or resort. However as we do not own or control the accommodation, we exclude liability for subsequent alterations and the withdrawal or amendment of facilities.

Please also be aware that the hotels are under renovation from time to time. Hotels take all possible steps to limit disruption to their guests. We cannot accept requests for refunds where a hotel is carrying out renovations whilst a guest is resident.

Check In/Out Time
The check in and check out time varies and depends on the hotel's own policy. In general, check in and check out time is at twelve noon (12:00 PM). However, in some regions, the hotel will only permit check-in from 15:00 or even 16:00 onward and check-out at 10:00. Hotels reserve the right to charge for periods when the room is occupied outside their normal check-in and check-out time.

You understand and agree to adhere to the hotel's own policies on the check-in and check-out time, and release AWD from any claims in relation to it.

Suitability of Product
We do not represent that any travel product or service set out on our web site is suitable for you. You release AWD from any claims in relation to the travel products and services described on the web site, including claims that the products or services are not suitable.

Illustrations
Photographs and illustrations and other promotional material are for promotion purposes only. They do not represent any benefit that will be included in any arrangements made by you.

Privacy
You have read our Privacy Policy and agree that the terms of such policy are reasonable. You consent to the use of your personal information by our site and/or its third party providers and distributors in accordance with the terms of and for the purposes set forth in the AWD Privacy Policy.

Payment
You will require a valid credit card for your reservation. The cardholder must be one of the guests checking-in or must sign our card authorization form and fax this to us within 24 hours.

The hotel will ask for a valid credit card again on check-in. This is to cover incidental expenses like additional meals, drinks, laundry, etc. You will remain responsible for payment of all such extra charges direct to the hotel.

Prepaid Reservations
Your credit card will be charged for the full cost of your reservation when we confirm availability of your room(s). The Hotel Voucher for your stay will also be available at this time.

Depending on the offer, your credit card may be charged directly by the hotel or by Asia Web Direct Co., Ltd.. The payment currency can be in Thai Baht, US Dollar, EURO, Malaysia Ringgit, Singapore Dollar or in your local credit card currency converted from Thai Baht by our bank, at their conversion rate applicable on that day.

You acknowledge and accept that AWD and its affiliates shall not be liable for, or responsible for any foreign exchange rate risk (exchange rate movements and rate fluctuations) in converting the charge amount to your local currency.

Non-Prepaid Reservations
Your credit card information will be used to hold/guarantee your booking at the hotel property only. The payment of your booking will be charged directly by the hotel at the time or check-out/check-in depending on the property.

Amendments
Any changes to your reservation must be made through our office and NOT through the hotel reservations office. This applies to change of dates, extension of stay, early check out, delayed arrival or cancellation in full or in part. You should also contact us if you have any problems with your reservation on arrival or during your stay.

The amendments must be made in writing, quoting the booking reference number and the email address you originally used to make your booking (e.g., PH032090 or BK033090)

All requests for additional nights or rooms are subject to room availability.

All amendments will incur a fee of 250 Thai Baht.

If the amendment results in a refund of payment (reduction of stay, number of rooms, or number of people booked), a handling fee will be charged on the amount to be refunded equivalent to 5% of the total value or 500 Thai Baht, whichever is the greater.

Amendments are only effective when we have confirmed by email.

Prepaid Reservations or Advance Purchase Rates
Many prepaid reservations or advance purchase rates do not accept any changes. Your payment will be forfeited in case of amendments. We strongly recommend that you study the individual rate rules attached to each rate.

Shortening of Stay
The shortening of stay including, but not limited to, early check-outs, reduction of number of rooms or people are considered as partial cancellation which is subject to our cancellation policy as detailed below.

Cancellations
Cancellation Policies vary by property.

General Information
All reservations have a Cancellation Deadline. This is normally 14 working days before arrival until 16:00 AWD local time but varies by hotel and season. Actual deadline will be advised to you on confirmation of your reservation. AWD local time is GMT+7:00

Cancellations made prior to the Deadline will receive a full refund, less a handling charge of 5% of the refund value or 500 Thai Baht, whichever is greater.

Cancellations made after the Deadline will incur a penalty charge, usually one night's accommodation plus one way transfer, if any, and the value of any services arranged for the first day of your stay. This varies by hotel and season but will be advised to you on confirmation of your reservation cancellation. The balance of your payment will be refunded, less the penalty charges and a handling fee of 5% of the refund value or 500 Thai Baht, whichever is greater.

All cancellation requests must be made in writing, quoting the booking reference number and the email address you originally used to make your booking (i.e. PH032090 or BK033090). Cancellations are only effective when we have confirmed by email. Proof of sending is not regarded as proof of delivery.

In case of early check-out or shortening of stay, no refund will be made unless the Hotelier or Supplier has accepted and signed differently. Refunds are ONLY possible upon presentation of this written confirmation with authorized signature from the Hoteliers or Supplier.

Please note that refunds, if any, will be made in the form of a credit entry to your card account, and is subject to bank handling charge as detailed above.

Special Events
In the periods of high occupancy and Special Events, the hotel shall impose stricter policies and longer cancellation deadlines. The policy will supersede the general terms and conditions. In general 100% penalty charge of your total stay will be applied upon cancellation, no matter the reasons or circumstances.

Prepaid Reservations or Advance Purchase Rates
Many prepaid reservations or advance purchase rates do not accept any changes. Your payment will be forfeited in case of cancellation. We strongly recommend that you study the individual rate rules attached to each rate.

No Show
If you fail to show up at the hotel and cancellation has not been received at our office and confirmed by email, no refund will be made.

Refunds
All refunds are subject to bank handling charges of 5% of the total booking value or a 500 Thai Baht minimum charge (whichever is greater). Refunds will be made in the form of a credit entry to your card account only.

Claims involving refunds require supporting evidence of cancellation and you are required to inform AWD in writing within 15 days after your check-out date.

The refund amount will be made in Thai Baht , equivalent to the amount which shall be confirmed to you before the cancellation transaction is processed. You acknowledge and accept that AWD and its affiliates shall not be liable for, or responsible for any foreign exchange rate risk (exchange rate movements and rate fluctuations) in converting the refund amount to your local currency.

All credit card refunds will be processed in a timely manner. The refund process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 10 - 45 working days for the proceeds to arrive in your account.

Claims
You should contact us immediately if you have any problems with your reservation upon arrival or during your stay. These claims must be reported while services purchased from AWD are still valid, for remedial action to resolve any problem or irregularity at that time.

All claims must be reported in writing and in every possible detail. Only if such a claim has been lodged will AWD fully investigate and act on any complaint.

Should you fail to report to us the problems or claims within 6 hours from its time of occurrence, it shall be deemed that you agree to release AWD from any damages incurred therefrom.

Responsibility of AWD
AWD and its third party websites act only as agent for the person or companies providing accommodation, transport or other services, hereinafter called 'Service Providers.' AWD issues all coupons, vouchers, tickets or other documents on the Service Providers' terms and conditions.

You acknowledge that neither AWD, nor its subsidiaries, affiliated companies, servants or agents shall be responsible or become liable in contract or tort for any injury, damage, loss, delay to person or property, additional expenses or inconvenience caused directly or indirectly by any Service Provider or by "force majeure" or other events beyond AWD's control, including, but not limited to war, civil disturbance, pilferage, delays, severe weather, Acts of God, Acts of Government, accidents to or failure of machinery, equipment, vehicles or industrial disputes.

AWD shall not be liable for, or responsible to, any customer in the event of dissatisfaction based on personal opinion regarding the standard of service or accommodation provided by any Service Provider nor be liable or responsible for any disappointment, distress, lack of enjoyment arising from any act or omission whatsoever. AWD will only acknowledge liability in the case of proven justified complaints relating to specific and tangible inadequacies of facilities, accommodation or services provided.

Travel Insurance
We strongly recommend that all clients take out travel comprehensive insurance when making a booking.

We recommend that insurance covers loss of deposit and other monies through cancellation, loss or damage to personal baggage and loss of money, medical expenses, and additional expenses to cover hotel accommodation and repatriation costs should any services need to be extended or curtailed due to illness or other insurable risk.

Website Content
The website content is subject to change without notice before or during your stay. AWD has endeavored to ensure that all information on the website is accurate, but can accept no responsibility for inaccuracy, or truth of statements made.

Modification
AWD may at anytime modify these terms and conditions and your continued use of this site will be conditioned upon the terms and conditions in force at the time of your use.

Governing Laws
This Agreement and its performance shall be governed and construed in accordance with the laws of Thailand and any dispute concerning it or its interpretation shall be adjudicated in that jurisdiction.

Additional Terms
Additional terms and conditions may apply to reservations, and other uses of portions of this site, and you agree to abide by such other terms and conditions.

AWD as agents for the hotel, wholesale companies and other suppliers reserve the right to levy a whole period or pro rated room charge for cancellations and no show, where the hotel has stipulated this under their own cancellation and no show policy.

Entire Agreement
This User Agreement, together with any terms and conditions incorporated or referred to herein, constitute the entire agreement between you and AWD relating to the subject matter hereof, and supersedes any prior understandings or agreements (whether oral or written) regarding the subject matter, and may not be amended or modified except in writing or by making such amendments or modifications available on this site.