Terms and Conditions
THESE TERMS AND CONDITIONS GOVERN INVITED THE LOYALTY PROGRAMME OF SMALL LUXURY HOTELS OF THE WORLD, OPERATED BY SMALL LUXURY HOTELS OF THE WORLD LIMITED.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY AS SOME PROVISIONS RESTRICT SLH’S LIABILITY TO MEMBERS.
In these Conditions the following definitions apply:-
Benefits: means the benefits available to Members in accordance with their tier status subject to availability at the SLH Hotel set out in Condition 8;
Complimentary Night: means a complimentary night at an SLH Hotel for two people sharing a standard double room awarded by SLH to a Member via a competition or prize draw, but excludes Reward Nights;
Conditions: means the terms and conditions set out in this document;
Contract: means the contract between SLH and the Member of INVITED in accordance with these Conditions;
INVITED: is a member recognition programme operated by SLH;
Member: means an individual who is aged 18 years and over who is registered for INVITED;
Membership Number: means a Member’s unique membership number issued on registration in accordance with Condition 3.2;
Members Only Rate: means a rate available only to Members of approximately ten percent (10%) off the best available rate;
Reward Night: means a voucher to the value of $300 USD (the average value of a one (1) night stay at an SLH Hotel) towards the cost of a one-night stay at an SLH Hotel which can be redeemed in accordance with Condition 8.7;
SLH: means Small Luxury Hotels of the Word Limited registered in England & Wales under company registration number 2547272 with registered office address 3rd Floor, Portland House, Bressenden Place, London SW1E 5BH;
SLH Hotel: means a hotel that is a member of SLH as shown on SLH’s website from time to time;
SLH Reservation Channels: means SLH Voice, SLH.com, SLH App, SLH hotels.cn or through a travel agent who must use GDS code LX (INVITED qualifying rates only);
Tier Period: means twelve (12) months from the date a Member enters an INVITED tier or is automatically re-enrolled into the same tier subject to any tier changes in accordance with Condition 7; and
Working Day: means a day (other than a Saturday, Sunday or public holiday) when the banks in London are open for business.
1.2. The headings in these Conditions are for convenience only and shall not affect their interpretation.
1.3. Words in the singular include the plural and vice versa.
2. BASIS OF CONTRACT
2.1. These Conditions apply to the Contract between SLH and the Member which comes into existence when a Member registers with SLH.
2.2. These Conditions may be amended by SLH at its sole discretion from time to time without notice to Members including, without limitation, to the Benefits and membership tiers. Members must check these Conditions for changes each time they intend to use INVITED.
3. REGISTERING AS A MEMBER
3.1. A Member can join INVITED by registering online at slh.com, via Facebook and via Google Plus by providing SLH with their contact details and a personal profile to allow SLH to give the Member a personalised service. The Member agrees that the details provided will be true, accurate and up to date.
3.2. On registration with INVITED a Member will be issued with a Membership Number and registered as a tier 1 Member (“Intrigued”) with membership commencing as follows:-
3.2.1. for Members who have registered directly with SLH via slh.com, membership commences when a Member successfully validates their email address. A Member has thirty (30) days from completion of the online registration form to validate their email address. SLH will issue a Member with a Membership Number within twenty-four (24) hours of a Member validating their account; and
3.2.2. for Members who have registered through Facebook and Google Plus, membership is validated on registration and the Member will receive their Membership Number within twenty-four (24) hours.
3.3. If a new Member would like to enjoy tier 1 Benefits on their first stay, they must have registered with SLH as a Member at least seventy-two (72) hours before the reservation arrival date at the SLH Hotel.
3.4. A Member must keep their Membership Number safe and not divulge it to any person other than SLH. A Member may not allow others to use their Membership Number and password to access their membership details and Benefits.
3.5. A Member agrees to immediately notify SLH of any unauthorised use of their Membership Number and/or password or any other breach of security. A Member must not use their membership for speculative, false or fraudulent bookings.
3.6. Only individuals are eligible to join INVITED for personal use. Joint or family membership is not available. Corporate bodies, partnerships, trade associations and other commercial bodies are excluded including, without limitation, travel agents. A Member is only entitled to hold one INVITED account. SLH will merge or remove any additional accounts held by a Member at SLH’s sole discretion.
3.7. Any reservation contract or Benefit provided by any of the SLH Hotels is between a Member and the SLH Hotel. Benefits that are delivered by SLH Hotels are subject to the SLH Hotel's respective terms and conditions. SLH Hotels may change at any time without notice. SLH are not responsible for any changes or cancellations to any Benefits which may occur as a result of changes to SLH Hotels.
4.1. Membership to INVITED is free of charge.
5. MEMBERSHIP TIERS
5.1. The INVITED programme contains three (3) tiers of membership. A Member’s tier status is determined by the number of Qualifying Nights as follows:-
5.1.1. Tier 1 (“Intrigued”): 0-3 Qualifying Nights within a Tier Period;
5.1.2. Tier 2 (“Inspired”): 4-12 Qualifying Nights within a Tier Period; and
5.1.3. Tier 3 (“Indulged”): at least 13 Qualifying Nights or a spend of six thousand USD ($6,000) within a Tier Period.
6. QUALIFYING NIGHT
6.1. In order for a Member’s account to be credited with a Qualifying Night when making a reservation a Member must ensure that:-
6.1.1. the reservation is made through the SLH Reservation Channels;
6.1.2. their Membership Number is included with the reservation. If a Membership Number is not included at the time of reservation, a Member has five (5) Working Days from the date of check-out at the SLH Hotel to update their account profile by contacting INVITED (email@example.com). Please note it is at the sole discretion of the SLH Hotel whether they will honour any Benefits on check-in where the Membership Number was not provided at the time of the reservation;
6.1.3. the reservation is made at an SLH Hotel;
6.1.4. the reservation is made at least seventy-two (72) hours before the check-in date at the SLH Hotel;
6.1.5. a Qualifying Night must be booked by the Member to be used by that Member personally; and
6.1.6. Members must book using a qualifying rate code, those being all publicly available rate codes or the Members Only Rate.
6.2. Qualifying Nights are calculated based on the number of nights a Member spends at an SLH Hotel during the reservation period, subject to Conditions 6.6 and 6.7, regardless of the number of reservations or rooms reserved by that Member.
6.3. Qualifying Nights are calculated from the commencement of a Member’s Tier Period.
6.4. SLH reserves the right to cancel any Qualifying Nights credited to a Member's account in error.
6.5. In the event a Member fails to check-in at an SLH Hotel no Qualifying Nights will be credited to the Member’s account regardless of whether or not a Member is charged for any portion of the reserved stay as per the SLH Hotel's "no show" policy.
6.6. In the event a Complimentary Night or a Reward Night voucher is used by a Member during a stay at an SLH Hotel, the night which is classed as Complimentary Night/Reward Night will not count as a Qualifying Night.
6.7. A Qualifying Night does not include any nights of the following nature:-
6.7.1. any bookings which are not made via the SLH Reservation Channels, including, without limitation, bookings made directly with the SLH Hotel and wholesale/tour operator packages;
6.7.2. non-publicly available rates, contracted airline crew rates; travel industry rates (including but not limited to travel agent discount rates); and
6.7.3. nights where Complimentary Nights and Reward Nights are redeemed.
6.8. Any Qualifying Night credits due to a Member will be added to a Member’s account either:-
6.8.1. seventy-two (72) hours after check-out from the SLH Hotel where the Membership Number was provided at the time of the reservation; or
6.8.2. where a Member submits a Membership Number up to five (5) working days after check-out the Qualifying Night will be added to a Members account seventy-two (72) hours after SLH receive the Membership Number.
7. MEMBERSHIP TIER BENEFITS
7.1. Tier 1 Intrigued Member
7.1.1. A tier 1 Member will be entitled to the following Benefits during their Tier Period:-
18.104.22.168. Members Only Rate;
22.214.171.124. Dedicated VIP call centre number;
126.96.36.199. Insider travel tips;
188.8.131.52. Early check-in (Noon, subject to request at time of booking and based upon availability at check-in);
184.108.40.206. Late check-out (2pm. subject to availability at check-in);
220.127.116.11. Free Wi-Fi; and
18.104.22.168. Access to Member exclusive promotions.
7.1.2. Members’ accounts showing three (3) Qualifying Nights will automatically be upgraded from tier 1 to tier 2 at which point the Member will begin a new Tier Period throughout which they will be entitled to tier 2 Benefits.
7.1.3. During any stay as a tier 1 Member, Members will only be entitled to receive tier 1 Benefits regardless of whether a stay takes them over three (3) Qualifying Nights. Tier 2 Benefits will only apply once the Member has been upgraded in accordance with Condition 7.1.2 above.
7.2. Tier 2: Inspired Member
7.2.1. A tier 2 Member will be entitled to the following Benefits in addition to the tier 1 Benefits during their Tier Period:-
22.214.171.124. Daily complimentary continental breakfast; and
126.96.36.199. One category complimentary room upgrade (subject to availability at time of check-in).
7.2.2. Members’ accounts showing at least thirteen (13) Qualifying Nights or a spend of over six thousand USD ($6,000) will automatically be upgraded from tier 2 to tier 3 at which point the Member will begin a new Tier Period throughout which they will be entitled to tier 3 Benefits.
7.2.3. During any stay as a tier 2 Member, Members will only be entitled to receive tier 2 Benefits regardless of whether a stay takes them over thirteen (13) Qualifying Nights or a spend of over six thousand USD ($6,000) threshold. Tier 3 Benefits will only apply once the Member has been upgraded in accordance with Condition 7.2.2 above.
7.2.4. If a tier 2 Member has completed between three (3) and twelve (12) Qualifying Nights within their Tier Period, the Member will be issued with a new tier 2 Tier Period at the end of their current tier 2 Tier Period.
7.2.5. In the event a tier 2 Member does not achieve at least three (3) Qualifying Nights during their Tier Period the tier 2 Member will be downgraded to a tier 1 Member at the end of the Tier Period.
7.3. Tier 3: Indulged Member
7.3.1. A tier 3 Member will be entitled to the following Benefits in addition to the tier 1 and tier 2 Benefits during their Tier Period:-
188.8.131.52. Insider events;
184.108.40.206. A Reward Night on entry to tier 3; and
220.127.116.11. A Reward Night each time a Member’s account achieves twelve (12) Qualifying Nights or a spend of over six thousand USD ($6,000) and multiples thereof (i.e. twenty-four (24) Qualifying Nights or a spend of twelve thousand USD ($12,000) etc.
7.3.2. If a tier 3 Member has completed thirteen (13) Qualifying Nights or a spend of over six thousand USD ($6,000) within their Tier Period, the Member will be issued with a new tier 3 Tier Period at the end of their current tier 3 Tier Period.
7.3.3. In the event a tier 3 Member does not achieve at least thirteen (13) Qualifying Nights or a spend of over six thousand USD ($6,000) during the Tier Period, the tier 3 Member will be downgraded to either a tier 2 Member, subject to the tier 3 Member having achieved three (3) to twelve (12) Qualifying Nights at the end of the Tier Period, or in the event the tier 3 Member has achieved less than three (3) Qualifying Nights during their Tier Period, the tier 3 Member will be downgraded to a tier 1 Member.
7.4. The commencement of a new Tier Period in accordance with this Condition 7, whether by way of upgrade, downgrade or renewal will result in any accrued Qualifying Nights or revenue under a Member’s account being reset to zero (0).
8. BENEFIT INFORMATION
8.1. A Member can find reservation and enquiry details at www.slh.com/contact-us/.
8.2. In order to receive insider travel tips a Member must opt-in to all marketing communications. A Member can amend their communications preferences in ‘My Details’ in their INVITED account.
8.3. Early check-in is subject to availability at the SLH Hotel. A Member must confirm they would like to request an early check-in at least five (5) Working Days ahead of check-in at the SLH Hotel. A Member can confirm they would like to request an early check-in the following ways:
8.3.1. SLH will send an INVITED Member email communication seventy-two (72) hours after the Member made a reservation at an SLH Hotel. The email will ask the Member to confirm if they would like to request an early check-in; or
8.3.2. a Member can log in to their account at slh.com and request an early check-in through the SLH contact us form or by emailing the Customer Loyalty Executive at firstname.lastname@example.org at least five (5) working days ahead of check-in at the SLH Hotel.
8.4. Free Wi-Fi is subject to where available at the SLH Hotel, whether in the room and/or in public areas.
8.5. Complimentary room upgrades are subject to availability at the SLH Hotel on check-in.
8.6. Tier 3 Members may be selected for the chance to be invited to insider events held by SLH. SLH events will run on a periodic basis, meaning that there may not be one immediately available. Full details of an event will be emailed to selected tier 3 Members which will explain how to RSVP.
8.7. Reward Nights operate as follows:-
8.7.1. A Member will receive a notification in their INVITED account about a Reward Night issuance within fourteen (14) days of qualifying as a tier 3 Member.
8.7.2. A Reward Night voucher features a unique code and is dated on the day that it is sent.
8.7.3. A Reward Night can only be redeemed on the Members Only Rate.
8.7.4. A Reward Night can only be used against a one (1) night’s stay at an SLH Hotel.
8.7.5. The Member will need to pay a supplement if a standard double room rate for one (1) night exceeds the value of the Reward Night or if the Member chooses to upgrade their room type at the SLH Hotel. If a one (1) night’s stay is under $300 USD, no change is given.
8.7.6. Reward Night vouchers can only be used once and are valid for a period of twelve (12) months from the date of issue. Reward Night vouchers must be redeemed on check-out of a reservation within that twelve (12) month period, it may not be redeemed beyond that period.
8.7.7. A Reward Night can only be used with new bookings and therefore cannot be used in conjunction with an existing booking at an SLH Hotel.
8.7.8. A Reward Night is redeemable subject to availability at the discretion of the SLH Hotel.
8.7.9. SLH Hotel availability for redeeming the Reward Night voucher may differ from general online availability.
8.7.10. All booking requests using a Reward Night voucher must be pre-booked at least fourteen (14) nights in advance of check-in directly by emailing email@example.com including:-
18.104.22.168. SLH Hotel name;
22.214.171.124. arrival date;
126.96.36.199. number of nights;
188.8.131.52. number of adults;
184.108.40.206. number of children and their ages; and
220.127.116.11. best way for SLH to contact the Member including approximate time and date.
8.7.11. SLH will endeavour to reply within seventy-two (72) hours on receipt of the Member’s email.
8.7.12. Reward Night vouchers may not be exchanged wholly or partly for cash nor will any change be given.
8.7.13. Reward Night vouchers at certain destinations may be subject to government approvals, regulations, restrictions and applicable taxes of the respective destination.
8.7.14. SLH Hotels will require a credit card deposit when taking a booking for accommodation.
8.7.15. In the event that the value of the Reward Night does not cover the full cost of the night at the SLH Hotel, the balance must be paid by the Member in cash or by valid debit/credit card at the SLH Hotel. SLH Hotels may require a valid debit/credit card deposit for such costs when accepting a reservation or redeeming the Reward Night voucher.
8.7.16. If issued in a currency other than the official currency of the SLH Hotel at which the Reward Night is redeemed then it will be converted at full face value into the official currency of the redeeming SLH Hotel at the prevailing foreign exchange rate then offered by that SLH Hotel.
8.7.17. The Reward Night voucher cannot be used on food, beverages, and other incidental costs incurred by the guest at the SLH Hotel, these are to be settled prior to departure direct with the respective SLH Hotel. The Member is responsible for arranging and paying for all necessary travel, travel insurance and travel documents.
8.7.18. Reward Night reservations are non-flexible and once confirmed by SLH, no alterations or cancellations can be made. In case of alteration or cancellation, Members will forfeit the Reward Night.
8.7.19. Provided a Member complies with the requirements, there is no limit to the number of Reward Nights a Member can earn in their Tier Period.
8.7.20. A maximum of five (5) Reward Nights can be booked consecutively per SLH Hotel, per stay.
8.8. Benefits cannot be transferred to another Member or Membership Number.
8.9. ALL BENEFITS ARE SUBJECT TO AVAILABILITY.
9.1. SLH may terminate the INVITED programme at any time immediately by written notice to Members given in accordance with Condition 15.
9.2. SLH may terminate INVITED or any membership of the same immediately by written notice, in any jurisdiction, if required to by applicable local law.
9.3. SLH may terminate a membership immediately if a Member commits a material breach of the Contract including, without limitation, failure to pay a bill due to SLH or any SLH Hotel in accordance with its payment terms, deliberate misuse of any Benefit or use of abusive behaviour towards SLH staff or the staff of SLH Hotels.
9.4. A Member may terminate his/her INVITED membership at any time immediately by giving written notice.
10. CONSEQUENCES OF TERMINATION
10.1. On termination of the Contract in accordance with Condition 9.1 a Member will have three (3) months from the date of termination to redeem and to consume any accrued Complimentary Nights or Reward Nights, but will not be entitled to accrue Qualifying Nights or to request any other Benefits at SLH Hotels after the termination date. Any unredeemed Complimentary Nights or Reward Nights remaining at the conclusion of the three (3) month period shall be forfeited without remuneration. SLH shall have no further obligation or liability to a Member.
10.2. Subject to Condition9.1, on termination of the Contract howsoever arising, a Member shall forfeit any unredeemed Benefits without remuneration. SLH shall have no further obligation or liability to a Member.
11. COMMUNICATING WITH MEMBERS AND MARKETING
12. LIMITATION OF LIABILITY
12.1. Nothing in these Conditions shall limit or exclude the SLH's liability for:
12.1.1. death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors; or
12.1.2. 1fraud or fraudulent misrepresentation.
12.2. Subject to Condition 12.1:
12.2.1. SLH shall under no circumstances whatever be liable to a Member, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with this Contract; and
12.2.2. SLH's total liability to the Member in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the value of the Contract.
12.3. This Condition 12 shall survive termination of the Contract.
13. FORCE MAJEURE
13.1. For the purposes of this Contract, Force Majeure Event means an event beyond the reasonable control of the SLH including but not limited to strikes, lock-outs or other industrial disputes (whether involving the workforce of the Supplier or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors.
13.2. SLH shall not be liable to a Member as a result of any delay or failure to perform its obligations under this Contract as a result of a Force Majeure Event.
14. ASSIGNMENT AND SUBCONTRACTING.
14.1. 14.1 SLH may at any time assign, transfer, charge, subcontract or deal in any other manner with any or all of its rights or obligations under this Contract.
14.2. 14.2 A Member may not assign, transfer, charge or subcontract or deal in any other manner with any or all of its rights or obligations under this Contract.
15.1. Any notice given pursuant to the terms of this Contract shall be in writing and sent by first class post or via email to invited@SLH.com. Correctly addressed notices sent by first class post shall be deemed delivered 48 hours after posting and correctly addressed emails shall be deemed to have been received instantaneously provided they are confirmed as set out above.
16. EXCLUSION OF THIRD PARTY RIGHTS
16.1. Subject to any assignment under Condition 14, a person who is not a party to this Contract shall not have any rights under or in connection with it.
17. INVALIDITY AND SEVERABILITY
17.1. If any provision of these Conditions is or becomes for any reason whatsoever invalid, illegal or unenforceable, it shall be divisible from these Conditions and shall be deemed to be deleted from them and the validity of the remaining provisions shall not be affected in any way.
17.2. If any invalid, unenforceable or illegal provision of the Contract would be valid, enforceable and legal if some part were deleted, the provision shall apply with minimum modification necessary to make it legal, valid and enforceable.
18. ENTIRE AGREEMENT
19. LAW AND JURISDICTION
19.1. These Conditions (and any dispute, controversy, proceedings or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with English law and the parties irrevocably submit to the jurisdiction of the courts of England Members may therefore not bring any actions against SLH in a court outside England.
1st September 2019