Consumer and FIT Booking Procedure
On receipt of your booking we will send you an automated email response detailing your reservation and the amount that will be debited from your account.
Your booking will be processed by our dedicated reservations team and you will receive full confirmation vouchers sent to you by email (or fax if you cannot receive emails) within 2 working days. If your booking is within the 2 working days we will process your reservation as a priority booking.
Ticket Collection
Simply present your voucher on arrival at the venue, tour or at the ticket office detailed on your voucher.
What Happens if Your Product is Unavailable?
If your product is unavailable we will contact you within 24 working hours of your order being received to advise you of this and offer any alternatives that are available. (This is mainly applicable to overnight packages and Eurostar - see individual packages for further details).
We require a minimum of 24 working hours prior to your booking date to process your reservation. If you book outside of office hours, we will process your reservation at the earliest possible date.
Remember there are no post and packaging charges, because everything is sent by email. Full instructions on where to present your voucher are included in the confirmation email.
Special Note: This information is not applicable to Eurostar packages. Please see the Eurostar Booking Procedure.
AOL & Hotmail Customers
If you have not received your confirmation email
Most of the queries we receive about non-arrival of confirmation emails are from AOL and Hotmail addresses. This is because the confirmation email includes an attachment to the voucher which AOL finds unacceptable.
If you have an AOL or Hotmail address, we strongly recommend that you put hospitalityline.co.uk to your white list as an acceptable domain and websales@hospitalityline.co.uk or info@hospitalityline.co.uk to be an authorised email address.
Travel Trade and Group Bookings Procedure
Bookings and enquiries may be made by telephone, fax, email and on this website. Over the coming months we will be expanding the amount of products available to book on this site.
Client Booking
The initial brief should outline date, time, number of pax, budget and specific requirements, e.g. type of restaurant/cuisine. The better the brief, the better the choice of restaurant offered by Hospitality Line. Any dietary requirements, infirm or disabled guests preferably to be identified at this stage. Similarly special requirements - e.g. drinks on account.
Clients may telephone, fax or e-mail requests - whichever is preferable
Booking References
We ask for each booking or set of bookings for the same party to be given a unique reference recognised by both client's operational and accounts staff.
Hospitality Line staff will confirm the booking by fax (with invoice to follow) using this reference.
Clients may use the faxed booking confirmation to advise Hospitality Line of changes to pax numbers, times or cancellations. In the case of cancellations we ask that a telephone call accompanies the fax.
Bookings are normally reconfirmed within two to three hours, but a response may be held overnight if, in the case of restaurants, a rural establishment has to be contacted.
On receipt of our booking confirmation the booking is considered live and a commitment made, only changed by a client reconfirming otherwise.
Final Numbers/Cancellations
General Policy: Hospitality Line operates a 48 hour final numbers/cancellation policy, although we will accept number changes at 24 hours out - all bookings are reconfirmed with venues by telephone the afternoon before; Friday PM for weekends and the following Monday.
Exceptions to the final numbers/cancellations policy: for special events, functions, meetings, Christmas parties, dinner cruises, theatre tickets, restaurant book-outs, accommodation, eurostar and conferences, Hospitality Line requires at least 1 month's notice of cancellation. These are subject to separate terms and will be notified at the time of booking confirmation.
In the event that optional programmes are operated for clients, special rules apply to recognise business needs.
To maintain credibility with our suppliers we ask all customers to notify large pax changes to Hospitality Line as soon as they are known and that these are not left to final numbers.
Please note that in the event that a group are more than 30 minutes late for a meal booking, Hospitality Line and the restaurant reserve the right to levy full charges whether the group are served or not. We will attempt to ensure that group clients are not disappointed but cannot guarantee this if punctuality is not maintained.
We ask that all contact with venues is made through Hospitality Line in order that we can ensure what is booked is delivered.
Reservations are made in our client's names/Hospitality Line.
Hospitality Line issues a voucher to the venue, which we ask that a guide or tour leader sign to confirm that a service has been received and the numbers in the party. There is therefore no need for our clients to issue a service vouchers unless used to confirm to guide/coach.
Invoicing
Non-credit customers will be required to settle in full at least 30 days prior to the event.
Credit customers - Hospitality Line will issue an invoice immediately after the last service in a tour. Credit customers will be expected to settle this invoice within 30 days. In the event that payment is not received within the time specified, Hospitality Line reserves the right to withdraw credit facilities and charge interest on the outstanding balance 2% points above base rates. All credit terms are at the discretion of Hospitality Line and may be withdrawn at any time without prior notice. Similarly in the event that a customer exceeds their credit limit they will be expected to settle the outstanding balance immediately.
Rates
All rates quoted include service and VAT at the prevailing rate unless otherwise specified and are subject to availability.
Contract rates will apply to all regularly used venues. Customers are asked to outline a budget for ad hoc requests.
For meal reservations, and in the interests of efficiency, speed of service and budget, our prices are based on one group menu being offered to the entire party (vegetarian and special dietary need customers excluded) and whole party eating together.
Emergency Service
Hospitality Line provides a 24-hour out of hours emergency service 365 days a year. Serious problems should be settled by contacting Hospitality Line on 020 8289 9595.
Clients booking Hospitality Line services agree to our terms and conditions.
Normal office hours are 9.00 a.m. to 5.30 p.m. Mondays to Fridays (Except UK Bank Holiday).
An emergency service operates at other times. Telephone (0)20 8289 9595.