WHO ARE WE
One Aldwych is a hotel, spa and restaurants located Covent Garden at 1 Aldwych, London WC2B 4BZ. One Aldwych is operated by One Aldwych Limited whose registered office is at Sommerville House, Phillips Street, St. Helier, Jersey, JE2 4SW
HOW TO CONTACT US
When making a reservation on one of our flexible rates, we will require a valid credit card to be provided at the time of booking, which will be held securely with our payment providers.
When booking a pre-paid promotion, you will be asked to provide a valid credit card via a secure payment link. The card provided will be charged for the stated amount (normally the full stay including VAT) and in general will be a non-refundable deposit. Should you need to cancel; or you fail to show for your booking, the deposit will be retained. You should check the promotion for any specific rate policies.
If you need to change or cancel your booking, then our general cancellation policy allows amendments and cancellations to be completed without charge until 12pm the day prior to the booked arrival date (at least 24 hours’ notice). Any changes after this time will be subject a one-night charge being made against the credit provided.
If you have booked a pre-paid or non-cancellable rate, then you will forfeit the deposit for either in part or full depending on the promotion that has been booked.
You should check the policy of the promotion that you have booked in case of variations to the above policies.
If you fail to show for your reservation (a no-show) then your credit card provided at the time of booking will be charged for the first night booked. You must check the terms of the promotion you book at the time in case of variations to the above policy. For pre-paid rates you will forfeit the prepayment (either in part or full) – you must check the policy of the promotion you booked in case of variations.
CHANGING YOUR RESERVATION
You should use the same method of booking to change an existing booking. If you are unable to access the system you used or contact your travel agent, you should contact the hotel directly and we can try to help you.
ARRIVAL & DEPARTURE
Rooms will be made available from 3pm; should you arrive early, then we will of course do our best to accommodate you, alternatively we can store luggage and you are welcome to use the hotel’s facilities until the room is ready.
We do ask all guests to register a contact address and email, and if travelling from outside the UK, a valid passport and place of next destination.
We only permit individuals of 18 years and older to register for a room; and when children are travelling they must be accompanied by an adult.
A credit card pre-authorisation will be taken upon check-in and will be held securely with our payment provider. Should we need to top up the authorised amounts we will do so throughout your stay assuming your in-house account has exceeded the authorised amount.
Our normal check-out time is until 12pm local time. Should you wish to keep your room for longer, then we will be very happy to try and accommodate your request but you might be subject to a later check-out fee.
Any charges you incur during your stay must be settled upon departure. If you do not have time to check out at the front desk, we will settle all outstanding charges to the credit card provided and we will email you a final receipt to the email you provided on arrival. Should you have any queries on your account, our front desk team will be happy to clarify.
If you have any dispute with a payment made to your credit card after your departure, we will of course investigate the charges and if necessary provide a refund back to the same card provided.
One Aldwych, as with most other hotels in London, is a smoke free hotel and we request that guests wishing to smoke should do so outside the property in the designated smoking areas.
We have a valet parking service available to our guests and you should let our door staff know when you arrive (or in advance) so that we can park your car. There is a daily charge which is available from our Concierge.
DAMAGE & LOSS
We provide a safe in each room for the storage of personal items and all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests’ personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to One Aldwych. Management reserves the right, in its sole discretion, to refuse to store any personal property of guests.
We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.
Force Majeure: One Aldwych will not be responsible and will not pay any compensation where we are preventing or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities.
We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Governing Law & Disputes: These terms are governed by English law and you can bring legal proceedings in relation to these terms or your stay at One Aldwych in the English courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings the country within Europe in which you reside.
Alternative Dispute Resolution: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the European Commission Online Dispute Resolution platform here.