About Us

Our Terms and Conditions

CORONAVIRUS (COVID-19)

BOOKING FLEXIBILITY

Booking via our website, hotels or call centre: New “Best Flexible” reservations for any future arrival date can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

Booking via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly for their terms and conditions. We have advised these companies of our cancellation policies.

In regions affected by Local Government Restrictions prepaid rates can either be re-booked for a new date or exchanged for a gift card to the value of the booking**. Refunds for pre-paid rates will only be applicable if a full National Lockdown is imposed or a hotel is placed into the highest alert tier (T3 England or T4 Scotland) mandating only essential travel and requiring households to remain at home and will apply for the date range applicable – in such circumstances, where possible, it is requested that a change of date or a gift card option is chosen to help support the business.

**Amended bookings are subject to availability and the prevailing rate will apply. Any amended bookings are subject to new booking terms and conditions. Any gift card exchanges will be valid for a period of 12 months from the date of transfer.

Any non-cancellable (“Advanced Purchase) or prepaid promotional rates booked to arrive beyond the applicable date range of restrictions, will be subject to the standard terms and conditions of the rate booked.

Cancelling in advance of the UK Government updating its official travel advice or local authorities implementing additional restrictions will result in Malmaison/Hotel Du Vin enforcing the applicable terms and conditions.

If National or Local authorities update the official travel advice, implement additional restrictions, then our booking terms and conditions will be updated to comply with relevant legislation.

If you have questions regarding an upcoming reservation, please contact our support team for assistance contact theteam@hotelduvin.com or the relevant hotel team directly.

Flexible Rate Terms and Conditions

BOOKING FLEXIBILITY

Booking via our website, hotels or call centre: New “Best Flexible” reservations for any future arrival date can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

If National or Local authorities update the official travel advice, implement additional restrictions, then our booking terms and conditions will be updated to comply with relevant legislation.

Your credit card details will be used to guarantee your booking.

Should you need to cancel your reservation, please let us know by 4pm, 24 hours prior to the date of arrival, so as to avoid our cancellation charges.

In case of late cancellation or no-show, the full room price will be charged.

Other Promotional reservations are non-cancellable or amendable.

Bookings Of 6 Rooms Or More
When booking more than 6 rooms, different policies and additional supplements will apply. Please contact our groups desk on 0330 016 0381 for details. Any bookings made for more than 6 rooms via our website will be held provisionally until the group terms are agreed and our contract signed. We reserve the right to cancel group bookings of 6 rooms or more made on the transient rates available through our website.

If you have questions regarding an upcoming reservation, please contact our support team for assistance theteam@hotelduvin.com or the relevant hotel team directly.

Pre-Paid Rate Terms and Conditions

BOOKING FLEXIBILITY

Booking via our website, hotels or call centre: New non-cancellable (“Advanced Purchase”) reservations for any future arrival date will be liable for charge unless the UK government changes its official travel advice or local authorities implement additional restrictions. Should you wish to maintain the right to cancel free of charge (up to 24 hours before arrival) we strongly recommend booking one of our “Best Flexible” rates. Booking via our website, hotels or call centre: New “Best Flexible” reservations for any future arrival date can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

If National or Local authorities update the official travel advice, implement additional restrictions, then our booking terms and conditions will be updated to comply with relevant legislation.

If you have questions regarding an upcoming reservation, please contact our support team for assistance theteam@hotelduvin.com or the relevant hotel team directly.

Gift Vouchers Terms and Conditions

Hotel du Vin gift cards must be redeemed only at Hotel du Vin hotels, Pub du Vin or our sister brand Malmaison and may only be used towards the purchase of eligible products listed and sold by Malmaison, Hotel du Vin or Pub du Vin.
Hotel du Vin gift cards cannot be redeemed to pay for other gift cards.
Please note Hotel du Vin gift cards cannot be used to purchase any pre-paid, non-refundable rates online.
Hotel du Vin gift cards have no cash redemption value and are not transferable or assignable. Hotel du Vin may provide gift card purchasers with information about the redemption status of the gift cards they purchase.
If the purchase made at Hotel du Vin exceeds the amount on the gift card, the balance must be paid in cash or by credit or debit card.
One or more gift cards can be redeemed against a purchase in Malmaison, Hotel du Vin or Pub du Vin.
Hotel du Vin is not responsible if a gift card is lost, stolen, destroyed or used without permission.
Defaced, illegible, or duplicate gift cards will not be accepted.
If the gift card is defective you must contact the Customer Services department as soon as possible for a free replacement. Our liability in such cases is limited to replace the defective gift card.

VALIDITY/CANCELLATION/REFUNDS

Gift cards and unused portions of gift cards expire after one year from the date of issue, where permissible under law. Validity periods on promotional gift cards may vary. Please check offer's specific terms and conditions for details.
You may cancel the gift card during the cancellation period. This is the period in which you may cancel the gift card commencing on the date of purchase and ending the earlier of:
Fourteen calendar days from (and including) the day after the purchase date.
Refunds will be processed within 21 working days once received.
If you wish to cancel a gift card please write to the Customer Services department, enclosing proof of purchase. Once the cancellation period has expired you will not be able to return the gift card or claim a refund to the value of the gift card.

Tel: 0330 016 0390 or email bookingscentral@hotelduvin.com

Opening Hours: 0800 - 2100 GMT

Pet Policy

We are delighted to welcome dogs on the following basis:

The hotel must be notified in advance if you plan to bringing a dog so that a suitable room can be allocated.

Well behaved dogs over 1 year old may share their owners room for a charge of £20* per night inc of VAT. *£30 per night in Hotel du Vin Wimbledon.

Dogs are welcome in designated guest rooms with their owners, but not in food service areas. This will include most of the hotel public areas including lounges and bistros.

Guests are asked not to leave dogs unattended in bedrooms without first advising reception, leaving a contact number of where they can be reached.

Owners must take full responsibility for their pet’s behaviour throughout the stay and will be charged for any damage caused by their pet during their stay.

While we accept dogs in the hotel, it is also vital that we take steps to protect any allergy sufferers who may also be staying with us.

It is therefore important that any guest notifies us at the time of booking if they suffer from a pet allergy, so that we can allocate a room away from where a dog will be staying