Terms & Conditions

These terms apply to use of eletravel.com and hotel reservations arranged through EleTravel (also referred to as Ele Travel, “we”, “us” or “our”). We provide concierge assistance for European hotel accommodation and multi-city hotel stays.

Contact address: 4901A, 5 Jewry St, London EC3N 2EX, United Kingdom. Email: info@eletravel.com. Telephone / WhatsApp: +44 7537 107480.

The hotel provides your accommodation. Your written booking offer will identify the accommodation supplier and explain whether EleTravel acts as an intermediary or as the contracting provider. The supplier’s booking and stay conditions will be provided or made available before you commit to a reservation.

These terms concern hotel accommodation, not flights, transport, tours or activities. A multi-city itinerary is not automatically a package holiday. Where an arrangement qualifies as a package or linked travel arrangement under applicable law, the mandatory information, protections and responsibilities under that law apply and cannot be excluded by these terms. No ATOL, ABTA membership or financial protection should be assumed unless expressly confirmed for your specific booking.

You must be at least 18 and authorised to act for all guests when making a booking. Provide accurate contact details, guest names, dates, guest numbers and any requirements relevant to your stay. Hotel minimum check-in ages may differ.

A search result, concierge request or generated reservation code is not a confirmed hotel booking. Before payment, your concierge will confirm availability, the room and occupancy, dates, inclusions, final price, payment requirements and cancellation conditions in writing. Your reservation is confirmed only when we issue an explicit written booking confirmation. A payment receipt or invoice alone does not confirm hotel availability.

Check the confirmation promptly and tell us about any error. Do not make further travel arrangements on the basis of an unconfirmed request.

Search prices and comparisons are indicative and may change with availability, dates, occupancy, currency and supplier conditions. The written offer provided before payment determines your final booking price and whether it is for the full stay or another stated basis.

Breakfast, room upgrades and other perks are included only where stated in your written offer and confirmation. Requested perks or special requests are not guaranteed unless expressly confirmed. We will identify any known local taxes, resort fees, security deposits or other compulsory charges payable separately to the hotel before you commit. Your bank or payment provider may apply its own currency conversion or transaction charges.

Use your booking code to pay the amount and currency agreed with your concierge. Card payments are processed through Square. Card details entered into Square’s payment fields are handled directly by Square; EleTravel does not receive or store your full card number or security code. Payments may require issuer verification and are subject to authorisation.

For cryptocurrency, use only the wallet address, asset, network and amount displayed for your booking. Blockchain transfers are generally irreversible. Sending the wrong asset, using the wrong network or sending an incorrect amount may prevent verification or recovery; contact us immediately if something goes wrong. Network fees are separate from the amount due.

A payment is marked paid only after successful card processing or verification of the on-chain transfer, or a verified administrative confirmation. The invoice is then emailed and records the actual payment method. Do not pay again simply because confirmation is delayed; contact us first. Crypto payments do not carry the same card-scheme dispute protections as card payments. Your statutory rights are unaffected.

Cancellation deadlines, time zones, amendment fees, deposit terms, no-show charges and refund eligibility depend on the hotel and rate you select. They must be stated in your written offer before payment. Some rates are non-refundable. We do not apply a universal free-cancellation period to all bookings.

Request any change or cancellation at info@eletravel.com, quoting your booking code. A request is not complete until acknowledged and confirmed. Changes are subject to supplier approval, availability and any price difference or disclosed fee.

Accommodation reserved for specific dates is generally excluded from the standard 14-day cooling-off right for online purchases. This does not remove any cancellation rights in your booking conditions or applicable law.

If a refund is due, we will confirm its amount and arrangements in writing. Card refunds normally return to the original payment method; bank processing times vary. Cryptocurrency refunds require an agreed asset, network and verified destination; any conversion basis or network fee will be explained before the refund is agreed. We will not restrict any refund rights required by law.

You are responsible for valid identification, passports, visas, entry requirements and any travel insurance you choose. Check current requirements with official authorities before travel. Follow the hotel’s check-in rules, conduct requirements and policies on children, pets and security deposits.

Tell us before booking about accessibility needs or essential requirements so we can ask the hotel to confirm suitability. Do not send unnecessary medical records or sensitive documents through public reviews or ordinary chat.

If a hotel changes or cannot fulfil a confirmed reservation, contact us promptly. We will assist in communicating with the supplier and explain available alternatives or refunds according to your contract and applicable law. We will not make a material substitution without informing you.

Events such as severe weather, government restrictions or transport disruption can affect travel. We cannot guarantee services beyond our control, but this does not exclude mandatory duties, assistance or refund entitlements that apply to your booking.

We are responsible for performing our own services with reasonable care and skill. The hotel remains responsible for its accommodation services, except where the contract or mandatory law makes EleTravel responsible. Nothing in these terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be limited.

Your statutory consumer rights take priority over conflicting wording in these terms or supplier conditions. We do not exclude responsibility merely because a supplier or payment provider is involved.

If a problem arises during your stay, inform the hotel and our concierge as soon as reasonably possible so it can be addressed. For complaints, email info@eletravel.com with your booking code, relevant dates and details. We will investigate and explain the next steps.

You may also contact your card issuer about payment-dispute rights. Contacting us does not waive those rights, and you are not required to give up any legal remedy.

Keep your account credentials private and notify us of suspected unauthorised use. Do not misuse the website, submit fraudulent requests or upload unlawful content. Reviews should reflect genuine experiences and must not reveal another person’s private information.

Our website content and branding may not be copied for commercial use without permission, except as permitted by law. Third-party websites and communication services operate under their own terms. Read our Privacy & Cookie Policy for how we handle personal information.

These terms are governed by the law of England and Wales, subject to any mandatory consumer protections applicable in your country of residence. This choice does not prevent you from using courts or rights available to you under mandatory law.

We may update these terms for future use and bookings. The version and specific conditions agreed when your booking is made continue to apply to that booking unless a lawful change is agreed with you.