Terms and Conditions – “INVITED”, Small Luxury Hotels of the World Loyalty Programme
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.
BY BECOMING AN SLH INVITED MEMBER EACH MEMBER AGREES THAT HE/SHE HAS:-
READ AND UNDERSTOOD THESE SLH INVITED PROGRAMME TERMS AND CONDITIONS;
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 participating hotel set out in clause 7;
Complimentary Night: means a complimentary night at an SLH participating hotel for two people sharing in standard double room accommodation awarded by SLH via competitions, recommend a friend programmes, prize draws, birthday night schemes and bonus night schemes, but excludes Reward Nights;
Conditions: means the terms and conditions set out in this document;
Contract: means the contract between SLH and the Member for 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;
Qualifying Stay: means a stay at a SLH participating hotel which meets the criteria set out in clause 6;
Reward Night: means a voucher to the value of $300 USD towards the cost of a night’s stay at a SLH participating hotel which can be redeemed in accordance with clause 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 Reservation Channels: means SLH Voice, SLH.com, SLH App, SLH hotels.cn or through a travel agent using GDS code LX (excluding NRXQ rates); and
Working Day: means a day (other than a Saturday, Sunday or public holiday) when the banks in London are open for business.
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 levels. 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 ID (“Membership ID”) and registered as a tier 1 Member. 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 day of arrival.
3.3. 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 unique Membership ID number within twenty four (24) hours of a Member validating their account.
3.4. For Members who have registered through Facebook and Google Plus, Membership is validated on registration and the Member will receive their Membership ID within twenty four (24) hours.
3.5. For members registering with the HSBC Jade partnership your membership entitles you to the following tier 3: Indulged Member Benefits
Member exclusive rates;
Early check in (Noon, subject to request at time of booking and based upon availability at check in);
Late check out (3pm. subject to availability at check in);
Access to Member exclusive promotions
Daily complimentary continental breakfast for two (2)
One category complimentary room upgrade (subject to availability at time of check-in); and
Ettinger Bridle Hide Card Case on first booking of $8,000 or more (Clause 3.6)
Complimentary night offer is subject to availability. HSBC Jade members must stay at least two consecutive paid nights to receive the complimentary third night. The free night is reflected in the total price. Blackout dates may apply and during high demand certain room types may be limited. Rates are subject to local taxes and service charges. Prepayment/Deposit is required at time of booking. This amount is non-refundable in the event of cancellation or change of dates of stay. The offer is non-transferable, non-combinable, and valid for new bookings only.
You can join "INVITED" by registering online at www.slh.com/partners/hsbc-jade/
3.6. HSBC Jade members who spend $8,000 or more on their first qualifying SLH booking they will be gifted with a bridle hide hard case from SLH partner Ettinger. The gift cannot be exchanged for a monetary value.
3.7. A Member must keep their Membership ID safe and not divulge it to any person other than SLH. A Member may not allow others to use their Membership ID and password to access their membership details and Benefits.
3.8. A Member agrees to immediately notify SLH of any unauthorised use of their Membership ID and password or any other breach of security. A Member must not use their membership for speculative, false or fraudulent bookings.
3.9. Only individuals are eligible to join Invited. Corporate bodies, partnerships, trade associations and other commercial bodies are excluded. Only one Membership is available per person. Joint or family Membership is not available.
3.10. Any reservation contract or contract for any Benefit provided by any of SLH’s participating hotels is between a Member and the SLH participating hotel. The contract between a Member and an SLH participating hotel is formed when a Member makes an offer by placing a booking and the SLH participating hotel accepts that offer. Benefits that are delivered by SLH participating hotels are subject to the hotel's respective terms and conditions. SLH participating 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 participating hotels.
4.1. Membership to Invited is free of charge.
5. MEMBERSHIP LEVEL
5.1. There are four tiers of Membership. The Member’s tier status is determined by the following:
5.1.1. Tier 1 Invited: 0/1 Qualifying Stay through the SLH Reservation Channels within a twelve (12)-month period;
5.1.2. Tier 2 Inspired: 1-5 Qualifying Stays through the SLH Reservation Channels within a twelve (12)-month period;
5.1.3. Tier 3 Indulged: 6+ Qualifying Stays or an annual spend of $6,000 USD through the SLH Reservation Channels within a twelve (12)-month period; and
5.1.4. Tier 4: Indulged Elite an annual spend of $15,000 USD through the SLH Reservation Channels within a twelve (12)-month period.
6. QUALIFYING STAY
6.1. In order for a Member to qualify for Benefits when making a reservation with SLH the Member must ensure that:-
6.1.1. their Membership ID is included with the reservation. If a Membership ID is not included at the time of reservation, the Member has five (5) Working Days from the date of the departure to update their account profile in order to receive a Qualifying Stay credit to their account. It is at the discretion of the SLH participating hotel whether to honour Benefits on check in where the Membership ID was not provided at the time of the reservation;
6.1.2. the reservation is made at a SLH participating hotel;
6.1.3. the reservation is made through the SLH Reservation Channels (Any booking made by any channels other than via the SLH Reservation Channels will not be classed as a Qualifying Stay);
6.1.4. the reservation is made at least seventy two (72) hours before arrival;
6.1.5. a Qualifying Stay must be booked by the Member for that Member; and
6.1.6. Members must book a qualifying rate code, those being all publicly available rate codes or the Member exclusive rate (NRXQ).
6.2. A Qualifying Stay is one (1) stay at a SLH participating hotel regardless of the total number of consecutive nights. For example, a Member with three (3) reservations for the same hotel on three (3) consecutive nights will only receive credit for one (1) Qualifying Stay. Checking in and out of an SLH participating hotel during consecutive night stays will not amount to more than one (1) Qualifying Stay. A Member may only earn one (1) Qualifying Stay per reservation, regardless of how many rooms the Member has reserved.
6.3. A Qualifying Stay requires that the Member checks in at the hotel on the date of the reservation and resides in the room for a minimum of one night.
6.4. The Qualifying Stay date will be determined by the check-out date.
6.5. Qualifying Stays are calculated on an annual basis with effect from the date a Member registers with SLH, subject to a Member’s membership level being upgraded as a result of a Member meeting the thresholds set out in clause 7. In the event a Member’s Membership level is upgraded, this will act to automatically reset the annual start date to the date of the upgrade.
6.6. SLH reserves the right to cancel any Qualifying Stays credited to a Member's account in error.
6.7. A stay at a SLH participating hotel will not be qualified for a "no show" situation, for example, when a Member has made a reservation guaranteed with a credit card but then does not check in to the hotel, whether or not the Member's credit card is charged for any portion of the reserved stay as per the hotel's "no show" policy.
6.8. In the event a Complimentary Night or a Reward Night voucher is used during a stay at an SLH participating hotel, the Complimentary Night(s)/Reward Night(s) vouchers will not amount to a Qualifying Stay.
6.9. A Qualifying Stay does not include any stays of the following nature:-
6.9.1. any bookings directly with the SLH participating hotel wholesale/tour operator packages;
6.9.2. non-publically available rates, contracted airline crew rates; travel industry rates (including but not limited to travel agent discount rates);
6.9.3. Complimentary Night and Reward Night vouchers; and
6.9.4. bookings made via an online travel agent or any other stay that is not reserved through the SLH Reservation Channels.
6.10. A Qualifying Stay will be added to a Member’s account seventy two (72) hours after check-out. In the event a Member submits a Membership ID up to five (5) working days after departure the Qualifying Stay will be added to a Members account seventy two (72) hours after receiving the Membership ID.
7. MEMBERSHIP LEVEL BENEFITS
7.1. Tier 1: Invited Member
7.1.1. Member exclusive rates;
7.1.2. Early check in (Noon, subject to request at time of booking and based upon availability at check in);
7.1.3. Late check out (3pm. subject to availability at check in);
7.1.4. Free Wi-Fi;
7.1.5. Daily complimentary continental breakfast for two (2); and
7.1.6. Access to Member exclusive promotions.
Within seventy two (72) hours after returning from the first Qualifying Stay at an SLH hotel, the Tier 1 Invited Member will automatically progress to Tier 2: Inspired. On this date referred to as Tier year start date, the Member will be entitled to Tier 2: Inspired Benefits for the following twelve (12)-month period until their status year end date.
7.2. Tier 2: Inspired Member
7.2.1. In addition to the Benefits a Member receives as a Tier 1 Invited Member, a Tier 2 Inspired Member receives:
220.127.116.11. Birthday gift; and
18.104.22.168. One category complimentary room upgrade (subject to availability at time of check-in).
7.2.2. The Inspired tier will expire twelve (12) months after the tier commenced, if a Member doesn’t complete at least one Qualifying Stay the Member will become a Tier 1 Invited Member until they complete another Qualifying Stay.
7.3. Tier 3: Indulged Member
7.3.1. In addition to the Benefits a Member receives as a Tier 2 Inspired Member, a Tier 3 Indulged Member receives:
22.214.171.124. Invite to exclusive events
126.96.36.199. Reward Nights
7.3.2. The Indulged tier will expire twelve (12) months after the tier commenced, if a Member doesn’t complete at least five (5) Qualifying Stays or spends $6,000 USD. The Member will become a Tier 2 Inspired Member, the Inspired tier will expire twelve (12) months after the tier commenced, if a Member doesn’t complete at least one (1) Qualifying Stay the Member will become a Tier 1 Invited Member until they complete another Qualifying Stay.
7.4. Tier 4: Indulged Elite Member
7.4.1. In addition to the Benefits a Member receives as a Tier 3 Indulged Member, a Tier 4 Indulged Elite Member receives:
188.8.131.52. Additional invites to exclusive events
8. BENEFIT INFORMATION
8.1. Member exclusive rate is approximately ten percent (10%) off the best available rate.
8.2. Early check in is subject to availability, the Member must confirm they would like to request an early check in at least five (5) Working Days ahead of check in at the hotel. A Member can confirm they would like to request an early check in the following ways:
8.2.1. 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; and
8.2.2. A Member can log in to their account at slh.com and request an early check in through the contact us form or by emailing the Invited Manager at firstname.lastname@example.org at least five (5) working days ahead of check in at the hotel.
8.3. Free Wi-Fi where available, either in room or in public areas.
8.4. Birthday gift; a tier 2 and tier 3 Member will receive one annual birthday gift from SLH. The gift is subject to SLH discretion. To be eligible to receive a birthday gift the Member must be in tier 2 or tier 3 and have signed up including their date of birth (if a Member signed up using social channels a Member’s date of birth is not shared with SLH and therefore SLH are unable to issue a birthday gift unless a Member updates “My Details” at slh.com). The date of birth cannot change at any point after joining. The invitation for the gift will be issued up to one (1) month before or during the birthday month the Member. If a Member wishes to take advantage of the birthday gift, a Member must follow the terms set out in clause 9.
8.5. One category complimentary room upgrade to the next available room type; tier 2 and tier 3 Member one category complimentary room upgrade is subject to availability upon check in.
8.6. Invite exclusive event; when a Member reaches tier 3 and tier 4, a Member will get the chance to be invited to events that SLH are hosting. 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 Members which explains how to RSVP.
8.7. Reward Night Voucher
8.7.1. A Member will be notified via email about a Reward Night voucher issuance within seventy two (72) hours 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 voucher can only be redeemed on the Invited Member Exclusive Rate Code NRXQ.
8.7.4. A Member will receive a Reward Night voucher to the value of $300 USD which can be used against a one (1) night stay at an SLH participating hotel.
8.7.5. $300 USD is the average value of an SLH one night stay and relates to standard double room accommodation only.
8.7.6. A supplement will apply if a standard double room one (1) night stay at a hotel is more expensive or if the Member chooses to use the Reward Night voucher against alternative accommodation at an SLH participating hotel. If a one night stay is under $300 USD, no change is given.
8.7.7. A Reward Night voucher can only be used once and is valid for twelve (12) months from the date it was issued via email and may not be redeemed beyond that period.
8.7.8. A Reward Night voucher can only be used with new bookings and therefore cannot be used in conjunction with an existing booking at an SLH participating hotel.
8.7.9. A Reward Night voucher is redeemable subject to availability at the discretion of SLH participating hotels.
8.7.10. Hotel availability for the redeeming the Reward Night voucher may differ from general online availability.
8.7.11. All booking requests using a Reward Night voucher must be pre-booked directly by emailing email@example.com including:-
184.108.40.206. hotel name;
220.127.116.11. arrival date;
18.104.22.168. number of nights;
22.214.171.124. number of adults;
126.96.36.199. number of children and their ages;
188.8.131.52. best way for SLH to contact the Member including approximate time and date
8.7.12. SLH will endeavour to reply within forty eight (48) hours on receipt of the Member’s email. SLH will attempt to contact the member to organise redemption of the Reward Night voucher up to five (5) times upon receiving an email requesting to redeem a Reward Night voucher.
8.7.13. All reservations have a minimum fourteen (14) days advance booking period from the date of the Member’s email being received.
8.7.14. Upon check-in at the SLH participating hotel the Reward Night unique voucher code must be quoted.
8.7.15. Reward Night voucher may not be exchanged wholly or partly for cash nor will any change be given.
8.7.16. Reward Night voucher at certain destinations may be subject to government approvals, regulations, restrictions and applicable taxes of the respective destination.
8.7.17. SLH participating hotels will require a credit card deposit when taking a booking for accommodation.
8.7.18. In the event that the value of the Reward Night voucher does not cover the full cost of the night at the SLH participating hotel, then the balance must be paid by the Member in cash or by valid debit/credit card at the SLH participating hotel. An SLH participating hotel may require a valid debit/credit card deposit for such costs when accepting a reservation or redeeming the Reward Night voucher.
8.7.19. If issued in a currency other than the official currency of the SLH participating 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 participating hotel at the prevailing foreign exchange rate then offered by that SLH participating hotel.
8.7.20. The Reward Night voucher cannot be used on food, beverages, and other incidental costs incurred by the guest at the SLH participating hotel, these are to be settled prior to departure direct with the individual hotel. The Member is responsible for arranging and paying for all necessary travel, travel insurance and travel documents.
8.7.21. Reward Night voucher 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 voucher.
8.7.22. A Reward Night voucher used for a one night stay will not contribute to a Member’s Qualifying Stays for Invited.
8.7.23. Provided a Member complies with the requirements, there is no limit to the number of Reward Nights vouchers a Member can earn in their status year.
8.7.24. A maximum of five (5) Reward Nights vouchers can be booked consecutively per hotel, per stay.
8.8. Benefits cannot be transferred to another Member or Membership ID.
8.9. Members will be responsible for ensuring that they and any person travelling with them are available to travel and hold valid passports, any necessary visas, travel insurance and travel documents for any stays booked via Invited at SLH participating hotels, including but not limited to any Complimentary Nights and Reward Nights.
8.10. ALL BENEFITS ARE SUBJECT TO AVAILABILITY.
9. BIRTHDAY GIFT
9.1. When a Member reaches tier 2 or tier 3 they will be entitled to receive one (1) annual birthday gift from SLH. The gift is subject to SLH discretion.
9.2. In the event the gift is a Complimentary Night, this is subject to availability at the SLH participating hotel to you and the following terms:
9.2.1. A birthday gift email with a Complimentary Night unique voucher code number will be sent to the Member ten (10) days before their birthday.
9.2.2. The voucher code must be redeemed within ten (10) days from the date of the email issuing the Complimentary Night voucher code. Failure to do so will result in expiry of the Complimentary Night voucher. No extension is available.
9.2.3. The Complimentary Night must be booked with a reservation date within three (3) months of receiving their birthday gift email.
9.2.4. Birthday gift Complimentary Night voucher codes can only be used once.
9.2.5. Birthday gift Complimentary Night voucher codes can only be used with new bookings and therefore cannot be used in conjunction with an existing booking at an SLH participating hotel.
9.2.6. Birthday gift Complimentary Nights relate to standard double room accommodation only based on two people sharing.
9.2.7. Hotel availability for the redemption of birthday gift Complimentary Night may differ from general online availability. A Member’s voucher is subject to the availability of Complimentary Nights.
9.2.8. All reservation requests must be made by email only to firstname.lastname@example.org
9.2.9. SLH will have two (2) weeks to confirm the Member’s chosen hotel booking. In the event the Member’s chosen hotel is not available, SLH will honour the voucher for the Member’s alternative choices subject to availability.
9.2.10. All food, beverages, taxes, and other incidental costs incurred by the Member are to be settled prior to departure from, and direct with, the individual hotel. The Member is responsible for arranging and paying for all necessary travel, travel insurance and travel documents.
9.2.11. Complimentary Night reservations are non-flexible and once confirmed by SLH, no alterations or cancellations can be made. In case of alteration or cancellation, a Member will forfeit the Complimentary Night(s).
9.2.12. No monetary value can be given in exchange for a Complimentary Night.
9.2.13. Members who choose to utilise their Complimentary Nights at an all-inclusive SLH participating hotel or who book to stay in accommodation other than standard double room accommodation will incur an additional charge, which will vary depending on the SLH participating hotel selected.
9.2.14. The birthday gift is not transferrable.
9.2.15. A maximum of five (5) Complimentary Nights can be booked per hotel, per stay. Reward Night vouchers cannot be taken in conjunction with Complimentary Nights.
10.1. SLH may terminate the Invited programme at any time immediately by written notice to Members given in accordance with clause 16.
10.2. SLH may terminate Invited or any membership of the same immediately by written notice, in any jurisdiction, if required to by applicable local law.
10.3. SLH may terminate a membership if a Member commits a material breach of the Contract, fails to pay a bill due to SLH or SLH Member hotels or deliberately misuses the Benefits.
10.4. A Member may terminate his/her Invited membership at any time immediately by giving written notice.
11. CONSEQUENCES OF TERMINATION
11.1. On termination of the Contract in accordance with clause 10.1 a Member will have three (3) months from the date of termination to redeem and to consume any accrued Complimentary Nights and Reward Night vouchers, but will not be entitled to accrue Qualifying Stays or to request any other Benefits at SLH participating hotels after the termination date. Any unredeemed Complimentary Nights and 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.
11.2. Subject to clause 11.1, 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.
12. COMMUNICATING WITH MEMBERS AND MARKETING
12.1. SLH may process and use a Member’s personal data to communicate with the Member, for example, to provide information relating to SLH products and services, regarding stays/post stays or to contact Members for customer satisfaction queries.
12.2. SLH may process and use a Member’s personal data for marketing. Marketing purposes may include using a Member’s personal data for personalized marketing or research purposes in accordance with applicable laws, for example, to conduct market research and to communicate SLH’s products, services or promotions.
12.3. In addition, some of SLH’s products and services may be used to promote products and services of other companies. However, SLH does not disclose a Member’s personal data to such companies for their marketing purposes without a Member’s prior consent.
12.4. SLH may process and use a Member’s personal data for profiling for such purposes as targeted direct marketing and improvement of SLH’s products or services. SLH may also create aggregate and statistical information based on a Member’s personal data. Profiling includes automated processing of a Member’s personal data for evaluating, analysing or predicting a Member’s personal preferences or interests in order to, for example, send Members marketing messages concerning products or services best suitable for Members.
13. LIMITATION OF LIABILITY
13.1. Nothing in these Conditions shall limit or exclude the SLH's liability for:
13.1.1. death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors; or
13.1.2. fraud or fraudulent misrepresentation.
13.2. Subject to clause 13.1:
13.2.1. 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
13.2.2. 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.
13.3. This clause 13 shall survive termination of the Contract.
14. FORCE MAJEURE
14.1. 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.
14.2. 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.
15. ASSIGNMENT AND SUBCONTRACTING
15.1. 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.
15.2. 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.
16.1. Any notice given pursuant to the terms of this Contract shall be in writing and sent by first class post or via email to contact@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.
17. EXCLUSION OF THIRD PARTY RIGHTS
17.1. Subject to any assignment under clause 15, a person who is not a party to this Contract shall not have any rights under or in connection with it.
18. INVALIDITY AND SEVERABILITY
18.1. 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.
18.2. 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.
19. ENTIRE AGREEMENT
20.1. Headings in these Conditions are for convenience and shall not affect their interpretation.
21. LAW AND JURISDICTION
21.1. 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 us in a court outside England.