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General terms and conditions for booking of accommodation

These general terms and conditions (“Terms”) apply to the booking of any hotel room or accommodation and any stay at the City of Dreams Mediterranean integrated casino resort hotel (the “Hotel”). By placing a booking with or staying at the Hotel, you (the “Lead Guest” or “You”) and the named members your booking party (You and the named members of your booking party will be collectively referred as the “Guests”) agree to the terms and conditions that are set-out below. If You or any of your Guests have any questions about making a booking with the Hotel, please contact us prior to making a booking.

Where the Hotel has entered into a written special agreement with You, to the extent that such written special agreement does not violate laws, regulations or general practices, any provisions of that written special agreement that conflict with any provisions of these Terms shall take precedence.

  1. BOOKINGS

    1. All bookings shall be governed by these Terms. You may make a booking for a room in advance through the Hotel’s website (https://www.cityofdreamsmed.com.cy/) by telephone (+357 25088888) or via email.
    2. All bookings are subject to availability and the Hotel’s sole discretion to accept and/or confirm such bookings.
    3. When You request the Hotel to make a booking, You must provide to the Hotel certain personal data requested, including but not limited to, your name, address, contact telephone number and email address.
    4. For any booking, You may be required to provide credit/debit card information or guarantee at the time of booking. The Hotel will accept your credit/debit card information (which must be valid beyond the period of your intended stay) and You authorize the Hotel to use this card for the payment of your booking. The Hotel will not take any payment from You until the period specified in booking confirmation, unless the booking expressly states that You must pay at the time of booking or at the time of check in. However, the Hotel reserves the right to, and you agree that the Hotel may, pre-authorize credit/debit cards prior to the Guests arrival.
    5. Your booking request will not be confirmed until You receive the relevant confirmation email by the Hotel. Upon receipt of the Hotel’s confirmation email, a binding contract between us for the booking of a room will come into existence. If You do not receive the Hotel’s written confirmation within reasonable time, You should contact the Hotel.
    6. Any request to change your booking prior to your arrival shall be subject to the cancellation provisions in Clause 2 below. The Hotel cannot guarantee that it will be able to accommodate your requested changes.
    7. You may request additional nights at the Hotel at any time during your stay. The Hotel will use reasonable endeavors to meet such request, but it cannot guarantee it will be able to accommodate your request.
    8. If You wish to make a group booking for 8 rooms or more, please contact the sales department via email meet@cod-med.com or by contacting the hotel in person.
    9. Requests for wheelchair-accessible rooms or other limited-mobility accommodations should be made at the time of booking. The Hotel will make all reasonable efforts to satisfy such requests, subject to availability.
    10. The Hotel will try to assist with any other special requests but only subject to availability.  

     

  2. CANCELLATION

    1.  If You need to cancel a booking, please contact the reservations department. All cancellation requests should be sent by email to reservations@melco-resorts.com.cy

      Peak Season:

    2. Cancellations received before 15:00 Cyprus local time, 7 days prior to the scheduled arrival date, will not be subjected to any cancellation fee.  

    3. Cancellations received after 15:00 Cyprus local time, 7 days prior to the scheduled arrival date, will be subject to 100% of the total booking value as cancellation fee.

      Peak Season dates includes:

      - 01.04 - 12.04
      - 01.07 - 23.08
      - 24.09 - 05.10
      - 19.12 - 04.01

      No Shows and early departures are charged at 100% of the total booking value.  

      *Off-Peak Season:

    4. Cancellations received after 15:00 Cyprus local time, 3 days prior to the scheduled arrival date, will be subject to 100% of the total booking value as cancellation fee.

    5. No Shows and early departures are charged at 100% of the total booking value.

      Peak Season dates includes:

      No Shows and early departures are charged at 100% of the total booking value.

      *Off-peak season dates refer to any dates excluding the peak season dates mentioned above.

    6. Cancellations may be subject to the cancellation fees that are specified at the time of booking. You acknowledge and agree that cancellation fees are payable to the Hotel as agreed compensation for the cancellation of your booking. Deposits already paid or advance payments are only returned in accordance with the terms (including but not limited to cancellation terms) provided with the booking confirmation. Cancellation terms vary depending on seasonality.
    7. If You or any of the Guests in your booking party do not arrive or check in (for whatever reason) on the scheduled/booked arrival date, the Hotel reserves the right to charge the cancellation fees as stipulated in your booking confirmation.
    8. The Hotel may, at any time prior to your check-in, cancel your booking for any reason beyond the Hotel’s control and in such a case the Hotel’s liability to You is limited to the refund of any payment already made.
    9. The Hotel may cancel your booking either prior to your arrival or during your stay at the Hotel in the following cases:
      1. If the Hotel determines, at its sole discretion, that You or your Guests have breached any law, regulation, public policy;
      2. If You or your Guests do not comply with the Hotel’s rules, policies and/or instructions;
      3. If the Hotel determine, at the Hotel’s sole discretion, that You or your Guests cause annoyance to other guests of the Hotel due to unruly or unreasonable behavior or if your or your Guests’ words or actions have caused a significant inconvenience to other guests or persons;
      4. If You or your Guests engage in violent behavior, assault, threats, extortion or coercive unreasonable demands, or significantly rude or violent behavior against the Hotel’s facilities or employees; or
    10. If a cancellation pursuant to the Clause 2.9. is due to reasons attributable to You and/or your Guests, the Hotel may claim compensation against You and/or your Guests for any damage caused to the Hotel, its employees or any other persons.

     

  3. RATES - FEES - PAYMENT TERMS

    1. The Hotel’s rates, including, where applicable, promotional rates and other special offers (but excluding offers made by third parties, including third party websites, travel agents, booking engines or tour operators), are available on the Hotel’s website, at the Hotel’s reception and/or by email, telephone, or post. Rates are quoted per room per night, unless otherwise specified, and are inclusive of statutory taxes. Should the tax included in the prices be increased by law, the Hotel shall be entitled to adjust the agreed rates accordingly without the prior consent of the Guests. Any additional municipal fees may be payable upon check out by the Lead Guest.
    2. Unless the Hotel agrees in writing a different arrangement with You (for example, by way of special promotional terms agreed and confirmed pursuant to a valid booking confirmation), all bookings must be paid prior to the arrival date of the Guests.
    3. Additional charges may apply for other Hotel services including, but not limited to, valet car parking, meals, drinks, room service, minibar, phone calls, use of wireless internet access, leisure, fitness or entertainment facilities or activities, use of any function or other rooms, or any other equipment, services or facilities. Rates and prices payable for such additional Hotel services are available upon request.
    4. Unless the Hotel agrees in writing a different arrangement with You (for example, by way of special promotional terms agreed and confirmed pursuant to a valid booking confirmation), the Hotel shall give You an invoice for all sums due and payable to the Hotel and You must pay that invoice in full prior to or upon your check-out from the Hotel.
    5. If a refund is payable to a Guest in respect of a booking or stay (or any amount incurred in respect of a booking or stay), such refunds will (unless agreed to by the Hotel) only be paid to the payment card or bank account from which the original payment for the booking was made.

     

  4. CHECK IN - CHECK OUT

    1. Guests must check-in and check-out by the times stated below:
      1. Earliest check-in time is from 3PM (15:00 hrs) on the arrival date; and
      2. the latest time by which You must vacate your room and check-out from the Hotel is 12 PM (12:00 hrs) on the departure date.
    2. Each Guest may be asked to provide proof of identity upon check-in. Acceptable forms of identification are a passport, identity card or driving license.
    3. The Hotel, at its sole discretion, may agree for a later check-out time and in such case the Hotel shall be entitled to charge Guests at an additional rate for the additional time (i.e. from the standard check-out time (12 PM) until the time You check-out). Details of the rate of the aforesaid charge will be provided by the Hotel upon your request for a late checkout time.
    4. If the Hotel did not agree to a later check-out time and You or your Guests do not vacate your room(s) and check out by the above latest time, the Hotel will be entitled to charge You for an additional night’s accommodation at the applicable room rate.

     

  5. OCCUPANCY

    1. The lead name on the booking should reflect the Lead Guest name. The person making the booking may be held responsible for cancellation, non-arrival and damages. Only the Guests included in the booking arrangements are allowed to use the property and the Hotel’s facilities. The Hotel reserves the right, at its sole discretion, to refuse entry or access to the Hotel to any third party visitors of the Guest.
    2. You must not exceed the maximum occupancy for the room(s) allocated to You. The Hotel reserve the right to conduct checks on occupancy. Occupancy is not transferable.

     

  6. HOTEL RULES

    1. When on the Hotel premises and during your stay, Guests must always behave in a sensible and responsible manner and ensure that they do not cause any disturbance to other guests or persons. In case of any breach of this or any other Hotel rules by You or your Guests, the Hotel reserves the right to ask You and/or your Guests to leave the Hotel and, in that case, an immediate and full payment of any outstanding amounts owed by those Guests in respect of your booking and stay must be made to the Hotel.
    2. Smoking is prohibited inside the Hotel and/or in the Hotel rooms (including the smoking of electronic cigarettes or vaping machines). Smoking is only allowed at the designated smoking areas of the Hotel’s casino premises.
    3. Guests are not permitted to:
      1. bring any animals or pets into the Hotel, except for guide dogs and other registered/licensed service animals or unless You have the written approval of the Hotel;
      2. bring any potentially dangerous or hazardous materials or equipment onto the Hotel premises or the Hotel rooms;
      3. use any electrical appliances (e.g. toaster or portable cooking appliance) that may trigger the fire alarm system or adversely interfere with or damage the Hotel’s systems;
      4. tamper with any fire alarms or emergency-related equipment;
      5. except as specifically agreed with the Hotel’s management in writing, utilize any space within the Hotel and/or the Hotel rooms to store personal or other items that could cause or potentially cause damage to the Hotel premises or could constitute a risk to the health and safety of other guests and/or the Hotel staff;
      6. except as specifically agreed with the Hotel’s management in writing, utilize any space within the Hotel and/or the Hotel rooms to conduct commercial activity;
      7. prevent housekeeping, maintenance and/or management employees from accessing your Hotel room when required. All Guests must permit Housekeeping employees or management unrestricted access to their Hotel rooms at least once every two days;
      8. interfere with, remove, damage or destroy any Hotel property;
      9. use any technology (including but not limited to the use of the internet or Wi-Fi internet access) which is provided by the Hotel to access, download or disseminate any unlawful or offensive content and/or material; or
      10. cause any disturbance to any other Hotel guests and/or employees.
    4. Children under the age of 18 may only stay at the Hotel if accompanied by an adult with a valid booking.
    5. Guests must return all key cards and access cards to the Hotel upon check out. Guests may be charged for any unreturned or lost key cards or access cards.
    6. If any of the Guests cause damage to the Hotel and/or other guests or third parties and/or their property, or breach any of these Terms, the Hotel reserves the right to:
      1. cancel their booking with immediate effect and require all or any of them to leave the Hotel;
      2. restrict their access to the Hotel;
      3. remove their items from the Hotel room and the Hotel and dispose such items in the event that they do not collect them within 7 days from the removal;
      4. retain all sums paid by any relevant Guest and/or charge any relevant Guest the full amount of the relevant booking and any additional charges;
      5. refuse any future reservations from all or any of the Guests and/or refuse entrance to the Hotel.
    7. The Hotel will not be liable to refund or compensate any of the Guests in the event that it takes any of the actions set out in Clause 6.6.
    8. Guests must at all times (and the Lead Guest shall also be responsible for ensuring that their Guests) comply with all the Hotel’s terms and conditions, rules, policies and/or lawful instructions from Hotel staff.
    9. The Hotel does not make any warranty or representation whatsoever regarding third parties’ services which are available and/or provided at the Hotel’s premises, including without limitation services by the Hotel’s internet service provider. The Hotel cannot guarantee the continuous performance or operation of third-party services.
    10. Guests should not leave their valuables or expensive items in your room. Guests should deposit any valuables or expensive items at the front desk of the Hotel for safekeeping (subject to the payment of any charge and terms and conditions that may apply from time to time for such safekeeping service). Such belongings and/or items are left in the room entirely at the Guests’ risk.
    11. The Hotel reserves the right to change the room allocations of any Guests at any time and for any reason.
    12. The Hotel reserves the right to refuse or cancel your booking and/or your stay if any of the Guests have previously breached these Terms.

     

  7. LIABILITY

    1. You and your Guests shall be jointly and severally liable to the Hotel for any damages or losses incurred, due to their acts, negligence, or omissions.
    2. If any Guests cause any kind of damage or loss to other guests or third parties or their property, You and the relevant Guests shall be responsible for that damage or loss and shall be liable to compensate such other guests or third parties for  their damage or loss.
    3. The Hotel also reserves the right to charge the Lead Guest for any damages (including breakages, spillages, stains or damage to furniture, fixtures or fittings) which are caused by any of the Guests.
    4. Any accidental damages should be reported as soon as possible to minimize the effect of the damage and any associated costs.
    5. The Hotel will be responsible for any foreseeable direct and documented loss or damage that Guests may suffer because of a breach of these Terms by the Hotel or because of the Hotel’s gross negligence.
    6. Nothing in these Terms will exclude or limit Hotel’s liability for death or personal injury caused by the Hotel’s negligence.
    7. The Hotel shall not be liable to Guests, whether in contract, tort (including negligence) or  in case of a breach of a statutory duty, or in any other way for any of the following: loss of profits, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damage to goodwill, or any indirect special or consequential loss or damage.
    8. The Hotel’s liability to Guests arising out of the provision of accommodation or other services to them, shall not exceed the value of their booking in relation to any claim or any series of related claims.

     

  8. FOOD AND BEVERAGES

    1. As referred to in Clause 3 (Fees), unless the Hotel explicitly states otherwise in your booking confirmation, food and drinks are not included in any Rate(s) for bedroom accommodation, Guests will be charged for any food or drinks ordered.
    2. If any Guests have any special dietary requirements, You should inform us prior to your arrival. Where so informed, the Hotel will use all reasonable efforts to accommodate those requirements, and if the Hotel cannot accommodate (wholly or partly) such requirements, the Hotel will inform You accordingly.

     

  9. PARKING

    1. The Hotel cannot guarantee that any car parking space(s) will be available. Subject to Clauses 3.3 and 7.2, Guests may use the Hotel’s car park as directed by the Hotel’s staff or otherwise on a “first-come-first-served” basis.
    2. Parking spaces which are assigned to people with reduced mobility or a disability can only be used by persons who have the relevant permit to park in such parking spaces.
    3. The Hotel simply offers a space for parking and shall not be responsible for the custody or safekeeping of your vehicle. Guests should not leave their valuables or other items in the parked vehicle and the Hotel shall not be liable for any loss or theft thereof while parking.

     

  10. PERSONAL DATA

    1. All personal information provided by Guests will be collected, processed, and used in line with applicable law and the Hotel’s privacy notice.
    2. The Hotel’s privacy notice is available on the Hotel’s website:           https://www.cityofdreamsmed.com.cy/en/privacy-policy

     

  11. COMPLAINTS

The Hotel always use all reasonable endeavors to ensure that your experience as a guest of the Hotel is a positive one but in the event that You or any of the Guests have a complaint about the Hotel’s services or any other complaint about the Hotel or any of the Hotel’s employees, please contact the Hotel’s Front Office Manager by post at or phone 00357 25088 880 or email at cyincidenthandling@melco-resorts.com.cy.

 

  1. FORCE MAJEURE 

The Hotel shall not be in breach of these Terms nor shall the Hotel be liable for any delay in performing, or failure to perform, any of its obligations under these Terms if such failure or delay results from any event or circumstances beyond its reasonable control, including, without limitation, fire, flood, storms and other extreme inclement weather, strikes and other industrial action, earthquakes, epidemic, pandemic, public health emergencies, power failure, internet failure, military action, war, and acts of war or terror.

 

  1. SEVERANCE

If any provision in these Terms or any part thereof is found to be illegal, invalid or unenforceable in whole or in part then the provision will apply with whatever deletion or modification is necessary so that the provision is legal, valid and enforceable. The legality, validity, and enforceability of the remainder of these Terms shall not be affected.

 

  1. WAIVER

No waiver of any of the Terms herein contained will be binding or effectual for any purpose unless in writing and signed by or on behalf of the Hotel. Any such waiver will be effective only in the specific instance and for the purpose given.

 

  1. AMENDMENT OF THESE TERMS

The Hotel may from time to time change these Terms without giving You or your booking party prior notice. In the event that any changes are made, the revised Terms shall be uploaded on the Hotel’s website immediately. You should always check the Hotel’s website to take note of any changes that have been made. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.

 

  1. APPLICABLE LAW AND DISPUTE RESOLUTION

These Terms and any dispute, difference or claim arising out of or in connection with these Terms, their existence, subject matter, formation, validity, construction, breach or termination (including non-contractual disputes, differences or claims) (a “Dispute”) shall be governed by and construed in accordance with the laws for the time being in force in the Republic of Cyprus. The courts of the Republic of Cyprus will have exclusive jurisdiction over any Dispute arising from or related to these Terms.