THE RITZ HOTEL (LONDON) LIMITED TERMS AND CONDITIONS
These Terms are applicable to all Contracts of any kind made by The Ritz Hotel (London) Limited (“the Ritz”) and its clients (“the Clients”)and apply to all reservations, bookings and agreements for accommodation, dining, function room hire and use of all services at The Ritz Hotel.
Clients are invited to read these provisions and note their responsibilities, arrangements for payments, cancellation terms and limitations on the liability of the Ritz. The Contract is conditional on the payment of the Deposit.
TERMS OF SUPPLY
1.1 In these Conditions:
|“Arrival”||means the date on which the Services are to be provided or shall start to be provided by the Ritz;|
|“Client”||means the person for whom the Ritz has agreed to provide the Services in accordance with these Terms;|
|“Contract”||means the contract for the provision of the Services including these Terms as appropriate;|
|“Deposit”||means the payment specified in clause 5 and Schedule;|
|“Services”||means the provision of accommodation, function room hire and/or supply of food and beverages and other Services by the Ritz for the Client described in writing by The Ritz and on its website or in its brochure.|
|“Schedule”||The Schedule of deposits and payments and cancellation terms annexed to this Agreement;|
|“Standard Charges”||means the charges shown in any brochure of the Ritz or other published literature relating to the Services in force from time to time;|
|“Terms”||means these terms and conditions.|
|“Group”||a group booking comprises of six rooms or more and may also include other contracted services and use of the Ritz’s facilities|
|“Event”||means an event that takes place in one of the Hotel’s private dining rooms or suites|
|“Party”||means a booking in The Ritz Restaurant for lunch or dinner for more than 10 people|
The headings in these Terms are for convenience only and shall not affect their interpretation.
PROVISIONAL RESERVATION AND CONFIRMATION OF RESERVATIONS
If The Ritz confirms the reservation this Contract is conditional on the Client supplying credit card details and the authority for charges to be deducted (including cancellation charges) on the payment terms outlined in the Schedule.
If credit card details and payment authority is not given to The Ritz by the Client then subject to any outstanding obligation due to the Ritz from the Client the Contract will cease to be of effect. The Services that are the subject of the provisional reservation will be released and be resold without any further notification to the Client.
SUPPLY OF SERVICES
The Ritz shall provide the Services to the Client subject to the Contract.
The Client shall at its own expense supply the Ritz with all necessary data or other information relating to the Services within sufficient time to enable the Ritz to provide the Services in accordance with the Contract. The Client shall ensure the accuracy of all such information. Specific information requirements are contained in the Schedule. The Ritz may at any time without notifying the Client make any changes to the Services which are necessary to comply with any applicable safety or other statutory requirements, or which do not materially affect the nature or quality of the Services.
The Ritz London does not condone any form of bullying or harassment in the workplace. If the harasser is a guest or a visitor to the hotel, the employee should instead convey promptly and clearly their feelings of discomfort to a manager and explain if it is interfering with their work. The manager will then deal with the matter in the most appropriate manner. The employee is strongly discouraged from raising this personally with the guest.
The charges payable by the Client shall be detailed in writing by The Ritz. If no charges are specified or additional and varied Services are provided to the Client, the Client shall pay the Standard Charges at the prevailing rate on the day the Services are provided and any additional sums which are agreed between the Ritz and the Client for the provision of the Services.
The Ritz may vary the Standard Charges from time to time.
All charges quoted to the Client for the provision of Food and Beverage Services are inclusive of any Value Added Tax at the applicable rate at the tax point unless otherwise stated.
WEBSITE INFORMATION AND PRICES
The Ritz London information may contain technical inaccuracies and typographical errors, including but not limited to inaccuracies relating to pricing or availability applicable to your transaction. The Ritz London does not assume responsibility or liability for any such inaccuracies, errors, or omissions, and shall have no obligation to honour reservations or information affected by such inaccuracies. The Ritz London reserves the right to make changes, corrections, cancellations, and/or improvements to The Ritz London information, and to the products and programs described in such information, at any time without notice, including after confirmation of a transaction.
The Ritz prides itself on delivering the highest of service standards, therefore, please kindly note that a discretionary service charge will be added to your bill, 12.5% will be added on all food and beverage items and 5% on accommodation.
The different requirements for Deposits are set out in the Schedule.
The payments to the Ritz to be made by the Client (including Deposits) are to be made on the date(s) and in the amounts to be calculated as specified in the Schedule.
If any services under the contract are varied prior to arrival then the payment made will reflect the latest details contained in the written details of The Ritz.
Any additional charges due to the Ritz from the Client for the Services shall be paid by the Client on the presentation of an invoice.
At the time of booking, a pre-authorisation of £1.00 will be taken from your credit card for all non-prepaid accommodation.
For all guests arriving at the hotel, The Ritz London reserves the right to pre-authorise a credit card in the amount of the total spend on room and incidentals. The hotel reserves the right to top up the amount held through the stay if required. The Ritz London is NOT charging your credit card. A pre-authorisation is a security guarantee for payment only. The pre-authorisation amount is not held by the hotel, the company that provides the credit card system or by the authorising bank. The pre-authorisation amount is held on your card by your own issuing bank. A pre-authorisation can be held on your card for a minimum of five to 15 working days. Pre-authorisation should be released by your issuing bank automatically, if not, you will need to contact your home issuing bank. If you are unable to provide The Ritz London with a credit card on check-in, a debit card can be used but please note, full prepayment will be required on arrival instead of an authorisation.
Advance to The Ritz Rate: Please note payment will not be taken from your credit card at the time of booking. A member of our Reservations Team will be in touch with you within 24 hours in order to proceed with the payment of your reservation. Please kindly be informed that your reservation will only be confirmed once the payment has been received This payment is not refundable in the event of any amendment or cancellation.
Cash Payment is not accepted for walk-in guests – a valid credit or debit card must be swiped through the chip and pin machine and adequate authorisation taken.
All charges are to be settled prior to the client leaving the hotel. The client is deemed to have authorised the settling of all outstanding charges which can be processed by the Hotel using any credit or debit card details held on file.
Commission payments will only be made by The Ritz London for rooms, events and food & beverage reservations that are not more than 12 months past the guest departure/ reservation date. The commission invoice must be received within six months of the departure/reservation date.
CANCELLATION CHARGES (‘NO SHOWS’)
The Client agrees to pay charges to the Ritz in the event of cancellation of the Services or if the Client and/or their guests fail to take up the Services at the time and on the day specified in the Contract. The cancellation charges are calculated by reference to the Schedule attached.
The Ritz will provide a cancellation number to a Client in the event of the Client making a cancellation and that number must be used in any future dealings with the Ritz.
VARIATION IN SERVICES REQUIRED
Any variation of numbers, accommodation and food and beverage requirements specified for the Services or other changes or additions must be agreed upon by the Client and the Ritz in writing.
LIABILITY OF THE RITZ LONDON
When the Ritz supplies the Services which include any services supplied by a third party, the Ritz does not give any warranty, guarantee or other terms as to their quality, fitness for purpose or otherwise, but shall, where possible, assign to the Client the benefit of any warranty, guarantee or indemnity given by the person supplying the services to the Ritz.
The Ritz shall have no liability to the Client for any loss, damage, costs, expenses or other claims for compensation arising from any instructions supplied by the Client which are incomplete, incorrect, inaccurate, illegible, out of sequence or in the wrong form, or arising from their late arrival or non-arrival, or any other fault of the Client.
Except in respect of death or personal injury caused by the Ritz’s negligence, or as expressly provided in these Terms, the Ritz shall not be liable to the Client by reason of any representation (unless fraudulent), or any implied warranty, condition or other terms, or any duty at common law, or under the express terms of the Contract, for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the negligence of The Ritz, its servants or agents or otherwise) which arise out of or in connection with the provision of the Services (including any delay in providing or failure to provide the Services) or their use by the Client, and the entire liability of The Ritz in connection with the Contract shall not exceed the amount of The Ritz’s charges for the provision of the Services, except as expressly provided in these Terms.
The Ritz may (without limiting any other remedy) at any time terminate the Contract by giving written notice to the Client if the Client commits any breach of these Terms, or if the Client goes into liquidation, becomes bankrupt, makes a voluntary arrangement with its creditors or has a receiver or administrator appointed.
The Ritz London has a dress code in different areas of the hotel as follows: Gentlemen are required to wear a jacket and tie (jeans and sportswear are not permitted for either ladies or gentlemen) for afternoon tea in The Ritz Club and The Palm Court, and for lunch and dinner in The Ritz Restaurant and Terrace. In all other areas of the hotel (The Ritz Restaurant breakfast service, The Rivoli Bar, The Long Gallery and The Ritz Garden), smart casual attire is required. Please note that shorts, trainers and sportswear are not permitted in any of the hotel’s restaurants or bars.
Arrival and departure times for accommodation at the Ritz are 3:00 p.m. and 12 noon respectively. The access and vacate times for all other Services will be as specified in the Programme Sheet and must be strictly adhered to by the Client on all occasions.
The Client is responsible for the behaviour of his, her or its guests at the Ritz and in particular for the orderly conduct of guests attending any function or staying in the Ritz or otherwise making use of the Services. The Client must ensure that no noise or nuisance is caused either for the Ritz or its other guests and Clients. The Client must comply with any reasonable request of the Ritz and with any policies of the Ritz as may apply to the Services from time to time.
Should a resident of the hotel wish for any item to be received or helped by The Ritz prior to arrival or following departure, advance notice will be required? The hotel retains the right to deny receipt of such items. Any costs incurred for the return will be borne by the sender. All items are left at the owner’s risk and may be subject to search. Please note that should an item be locked or sealed it is the responsibility of the owner of the item to facilitate access. The Ritz is not liable for any flood, fire or damage to the items.
Smoking is prohibited in all public areas of the hotel including The Ritz Restaurant, The Rivoli Bar, The Ritz Club and The Palm Court. Residents of the hotel are able to smoke in the clearly marked designated bedrooms or suites. To ensure the comfort of our non-smoking guests, a charge will be applied for smoking in a non-smoking bedroom. Residents of and visitors to the hotel may sample cigars and pipe tobacco in the Garden Room provided that the cigars or pipe tobacco sampled are obtained from the Ritz Hotel.’
All walk-in and same day booking guests must provide photographic identification on arrival regardless of their nationality.
All visitors to guest accommodation must register on arrival and provide photographic identification
In the public areas of the Ritz Hotel and some staff areas CCTV is in operation and video recordings may be made. This activity is carried out for security and service reasons for the better management of the Ritz Hotel and security for all its Clients and staff.
PHOTOGRAPHY AND FILMING
All professional photography or filming MUST be authorised by a member of The Ritz London Leadership Team. No professional photography or filming can take place in any area of The Ritz London, under any circumstances, without an assigned representative from The Ritz London present. Use of The Ritz London brand name, photography, videography, The Ritz London images and any The Ritz London (or associated) logos including trademarks or trade names requires the prior written consent of The Ritz London. None of the aforementioned can be used by any other entity for any commercial purpose. Members of The Ritz London staff and The Ritz London uniforms or part thereof cannot be used in the photography or filming and no staff role can be impersonated for the purposes of the photography or filming. The Ritz London will take appropriate legal action to restrain any misuse or unauthorised usage of The Ritz London collateral listed above.
INTELLECTUAL PROPERTY RIGHTS
THE RITZ RESTAURANT AND AFTERNOON TEA BOOKINGS
When making a booking for The Ritz Restaurant, The Ritz Club or The Palm Court you must have the legal capacity to do so and you must accept financial responsibility for all transactions made under your name. You must make sure that all the information you provide to us is true and accurate. Making a reservation at any of our restaurants means you have to pay the restaurant after your meal unless it is clearly indicated when making your reservation that you have a voucher. Your voucher must be shown on arrival and must be within the validity period. The vouchers have no cash alternative and cannot be exchanged for cash. Please see the voucher section.
CREDIT CARD GUARANTEE RESERVATIONS AND PRE-PAYMENT
When making a reservation for Afternoon Tea the reservation requires a credit card guarantee. If you fail to arrive for your reservation, cancel, amend or reduce the number of guests within 48 hours, your card will be charged the cost of your afternoon tea choice per guest.
Reservations for six guests or more in the same sitting require a full non-refundable pre-payment which will be taken from the card 14 days in advance of your booking. Cancellations and amendments to reservations for six or more guests in the same sitting can be made up to 14 days prior to your reservation date without charge. Within 14 days of your reservation date, the credit card details given at the time of the booking will be charged at the price of the Afternoon Tea booked for each member of the party.
When making a reservation for The Ritz Restaurant the reservation requires a credit card guarantee. If you fail to arrive for your reservation, cancel, amend or reduce the number of guests within 48 hours, your card will be charged the cost of the daily Du Jour Menu per guest.
Reservations for seven or more guests will require all pre-ordered food to be pre-paid, a credit card guarantee will be taken at the reservation stage and the deposit will be taken at the planning stage. Cancellations and amendments to reservations for seven or more guests can be made up to seven days prior to your reservation date with your deposit refunded. Should you cancel within seven days, the pre-payment is forfeited.
For special events in any of the hotel Food and Beverage outlets such as but not limited to Christmas Eve, New Year’s Eve, New Year’s Day; a full non-refundable pre-payment will be required to confirm your reservation. We will contact you for your payment authorisation.
When you make a reservation at The Ritz Restaurant or Afternoon Tea you are making an offer to the restaurant to accept your reservation. Your reservation is not complete and legally binding on the Restaurant until such time as you have received a confirmatory email from the restaurant accepting your reservation. Should pre-payment be required for your reservation, your reservation is not complete and legally binding on the Restaurant until such time as you have made payment and received a confirmatory email from the restaurant of your pre-payment and reservation.
AMENDMENTS TO YOUR BOOKING
Should your details be incorrect on your confirmation email or require amendment, please advise the reservations team at your earliest convenience by email at firstname.lastname@example.org or by telephone on +44 (0) 20 7300 2370. If you do wish to amend your booking details, changes must be advised at least 48 hours in advance and are subject to availability. We will reconfirm with you if we can accommodate your changes.
Should you need to cancel your reservation kindly contact our reservations team on +44 (0) 20 7300 2345. Please remember that all reservations must be cancelled no later than 48 hours before your dining date to avoid any charges. For six or more reservations or for special events there is a different cancellation policy which will be on your confirmation email. Please ensure you cancel within the time specified.
The Ritz London has a dress code in different areas of the hotel as follows: Gentlemen are required to wear a jacket and tie (jeans and sportswear are not permitted for either ladies or gentlemen) for afternoon tea in The Ritz Club and The Palm Court, and for lunch and dinner in The Ritz Restaurant and Terrace. In all other areas of the hotel (The Ritz Restaurant breakfast service, The Rivoli Bar, The Long Gallery, Private Dining and Event Rooms and The Ritz Garden), smart casual attire is required. Please note that shorts, trainers and sportswear are not permitted in any of the hotel’s restaurants or bars.
Please ensure that you arrive in plenty of time and bring a copy of your email booking confirmation. If you have prepaid in advance please also bring the credit/debit card you used to make the booking.
For The Ritz Restaurant and Afternoon Tea, along with any special events, we charge a no show fee for failure to attend at the reserved time. We will debit your card which you provided when you made your reservation with a no show fee. The fee you will be charged will be advised to you when you are making your reservation and also on your confirmation email.
If making a reservation with a prepaid voucher, please inform reservations of this when you are making your booking. You will be asked for your unique Voucher identification number and your pin number.
The Voucher validity period is 12 months from the date of purchase. Vouchers must be booked and undertaken prior to the expiry date printed on the front of the voucher, otherwise, the voucher will be deemed to be invalid and no liability will be accepted by The Ritz London.
Advanced bookings are essential, and reservations remain subject to availability.
You must bring your original voucher and present it to your host/hostess when you first arrive at the restaurant as this is your form of payment. Lost, stolen or non-present vouchers cannot be replaced or reprinted. In the case the original voucher cannot be presented on arrival your bill will have to be settled using an alternative method of payment. Vouchers are valid for one year and the expiry date is on the actual voucher.
Vouchers can only be redeemed once, may not be exchanged for cash, replaced if lost and is non-transferable or refundable.
Cancellation of a booking within 48 hours of your reservation time will render the certificate null and void.
During certain times of the year, The Ritz London has special events with different pricing. Examples of this would-be St Valentine’s Day, Mother’s Day, Easter Sunday, The Ritz Annual Ball, Festive Live at The Ritz, Christmas Afternoon Tea, Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day (this list is not finite and there may be additional special events that are not listed here). If you wish to use this voucher for one of these events or similar, there will be a supplement payable, which will be advised at the time of booking.
To view The Ritz London vouchers terms and conditions please visit https://www.theritzlondonvouchers.com/terms-and-conditions If you purchased your voucher using a third party please read their terms and conditions.
How to extend your voucher if it is still valid.
If your voucher is still valid, we can extend your voucher for six months subject to a £30 administration fee. Please contact The Ritz Voucher team on 01494 956786.
You will need to return the original voucher to the address below via trackable mail, along with a letter explaining that you would like the voucher extended:
Upon receipt of the voucher and cheque, we will be pleased to send you a new, extended voucher. Alternatively, you can enclose your telephone number and we will call you to make the payment.
Please note that we cannot extend a voucher if it has already expired. Once a voucher is extended, it cannot be exchanged or refunded.
You will receive emails including requests for feedback, related to your dining experience. In addition, if selected by you at the time of making your booking (or at some other time), you may also receive information on our special offers and new information about The Ritz London.
The Contract constitutes the entire agreement between the parties, supersedes any previous agreement or understanding and may not be varied except in writing between the parties. All other terms, express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.
No failure or delay by either party in exercising any of its rights under the Contract shall be deemed to be a waiver of that right, and no waiver by either party of any breach of the Contract by the other shall be considered as a waiver of any subsequent breach of the same or any other provision.
English law shall apply to the Contract, and the parties agree to submit to the non-exclusive jurisdiction of the English courts.
SCHEDULE OF DEPOSITS, PAYMENTS AND CANCELLATIONS
The Ritz Club, The Palm Court, The Rivoli Bar and The Ritz Restaurant
Credit card details must be provided at the time of booking for reservations.
The Ritz must receive all amendments or cancellations two days (48 hrs) prior to arrival in order to avoid charges.
On the day of arrival in the event of a “no show” 100% full payment will be taken if you have provided us with your credit card. In the case, that the guest is paying by a voucher then the voucher will be validated and cannot be used.
For large parties of nine or more in The Ritz Restaurant guests must select their set menu seven days in advance of their dining date.
Individual (up to 5) Room Bookings
To confirm the booking at any time a credit card guarantee or a deposit equivalent to the first night’s accommodation paid by BACS or cash must arrive by 3pm (UK) the day prior to arrival. Photo identification is required on check-in if the reservation is made on the same day as the arrival date. Please note that payment by cheque is no longer acceptable.
Different room rates and accommodation packages have different cancellation policies, please check your reservation confirmation to confirm the applicable cancellation policy.
On arrival, payment in full to have been received or credit card swiped and signature verified to guarantee full payment. Please note that payment by cheque is no longer acceptable.
On departure, payment must be made in full. Please note that payment by cheque is no longer acceptable.
Group (5 or more) rooms (with or without event space)
Both parties must sign the contract and The Ritz London must have received a 25% deposit of the total contracted revenue for the booking to be confirmed. This deposit is non-refundable.
The Ritz London must have received two (2) months (8 weeks) prior to arrival, 50% of the proforma invoice to be paid.
The Ritz London must have received one (1) month (4 weeks) prior to arrival, the remaining 25% of the prepayment to be made of all anticipated charges as per the proforma invoice.
On arrival, payment in full to have been received and credit card details for incremental charges to be verified.
On departure, payment in full is to be made of incremental charges incurred during the event or group.
Schedule of Cancellation Charges for Accommodation:
More than 3 months prior to the arrival, up to 50% of the rooms can be released without charge. Additional rooms released will be charged at the agreed nightly rate.
3 months – 6 weeks prior to the arrival, up to 25% of the rooms can be released without charge. Additional rooms released will be charged at the agreed nightly rate.
6 weeks – 4 weeks prior to the arrival, up to 10% of the rooms can be released without charge. Additional rooms released will be charged at the agreed nightly rate.
4 weeks or less prior to the arrival, all rooms released will be charged at the agreed nightly rate.
Schedule of Cancellation Charges For Events:
More than three months prior to arrival, any paid and/or due deposit will be forfeited.
Up to 21 days prior to the arrival, any paid and/or due deposit will be forfeited.
Between 20 and 11 days prior to arrival, any paid and/or due deposit will be forfeited.
10 working days or less, prior to arrival, any paid and/or due deposit will be forfeited.
48 hours or less room hire, menu price per person and any additional incurred cost are payable.
EVENT SPACE or PARTY (without rooms) DEPOSIT
On contract signature, The Ritz London must have received 50% of the contracted revenue. This deposit is non-refundable.
The Ritz London must have received ten working days prior to the event, 50% of the remaining outstanding contracted balance. The initial deposit is non-refundable, but subsequent deposits at the hotel’s discretion may be applied to a future event, which will be confirmed in writing by the hotel.
If these payments are not paid, unfortunately, the contracted space will be released.
Three (3) working days prior to the event, final numbers can be confirmed in writing. All deposits are non-refundable
On departure, all charges must be settled prior to the client leaving the hotel. Agreed deposits will be applied to the final invoice
In these terms:
“Contract” means the contract for the provision of the Services including these Terms and, as appropriate, any written description given by the Ritz.
“External Contractor” means production companies, audiovisual companies, television, video or film crews, musicians, bands, live acts and any other performers, toastmasters, florists, photographers and designers and any other person who is contracted by the Client in connection with any of the Services.
“Services” means the provision of accommodation, function room hire and/or supply of food and beverages and other services by the Ritz for the Client described in writing by the Ritz and on its website or in its brochure.
GENERAL TERMS FOR EXTERNAL CONTRACTORS AND INDEMNITY
The Ritz must be notified by the Client of any External Contractor the Client proposes to use and must obtain the permission of the Ritz to the use of the External Contractor at the Ritz. The Ritz reserves the right to refuse access to any External Contractor. Should the Client, their Guests or External Contractors engage in any conduct which, in the Hotel’s view, is unacceptable then the Hotel will request for this conduct to cease with immediate effect. Failure to comply with such requests will result in the Clients, Guests or External Contractors being asked to leave the premises.
Should the Clients, their Guests or External Contractors plan to give any kind of display, demonstration or performance then the Hotel must be advised of the entire programme, content and nature of this at the time of booking. Failure by the Client to disclose this information may result in the Client’s reservation being immediately cancelled by the Hotel.
The Client must on request supply to the Ritz copies of public liability insurance policies with a minimum limit of liability of £5 million per claim or such other insurance as may be required from the Ritz and the receipts for the last premium due for all External Contractors to cover as a minimum any damage or injury to the Ritz or any of its property, staff, any plant and equipment of the Ritz, any guest of the Client or the Ritz or of any Client resulting from any activity of the External Contractor or arising out of the External Contractor being on the premises of the Ritz or in respect of any equipment brought onto the Ritz premises by the External Contractor.
Any electrical, audiovisual equipment the Client wishes to use that is not the property of the Ritz can only be brought into the Ritz Hotel and used with the Ritz’s written permission. All such equipment must comply with the I.E.E. regulations and safety standards. The Ritz may at its discretion arrange for its own contractors to inspect any such equipment. The cost of such inspection shall be borne by the Client. The Client will comply with any requirement or direction imposed by the Ritz following such inspection.
The Client will comply with the policies of the Ritz in connection with the construction of any stand, exhibition stand, scaffolding, the use of any plant and equipment that it wishes to bring into the Ritz Hotel and as may generally apply from time to time.
The Client will indemnify the Ritz in connection with any loss or damage caused to the Ritz, its staff, contractors, clients and guests or to any property of the Ritz or any such persons arising out of the engagement of any External Contractors or if the Client itself brings onto the premises any equipment, plant or machinery in respect of any loss, damage, costs including legal costs that the Ritz shall incur.
The Client is permitted to use its own signage subject to complying with the generality of the Contract or any policies of the Ritz for the use of such signage from time to time within private salons or meeting rooms or suites designated for the Client’s use. No signage is permitted by the Ritz in any other part of the Ritz Hotel and in particular within the public areas.
The Client will comply with the terms applying to photography.
The Ritz London, 150 Piccadilly, London, W1J 9BR
Registered in England No 64203
VAT Reg 773 8638 79
The Ritz Hotel London is not part of The Ritz-Carlton Hotel Company