Terms & Conditions
Vivatar Hotels Limited
Company No. 12178844
Last updated:14th September 2026
1. About These Terms
These Terms & Conditions apply to bookings and stays at Vivatar Heathrow Hotel, operated by Vivatar Hotels Limited (“Vivatar”, “we”, “us” or “our”).
By making a booking with us, you agree to these Terms & Conditions together with the specific booking terms, rate conditions and cancellation conditions presented to you at the time of booking.
Where a specific booking condition differs from these general Terms & Conditions, the specific condition presented with your booking will apply to that booking, subject to applicable law.
2. About Vivatar Heathrow Hotel
Vivatar Heathrow Hotel is operated by Vivatar Hotels Limited, company number 12178844.
Hotel address: 123 Bulstrode Avenue, Hounslow, TW3 3AE, United Kingdom.
The hotel is located on a residential street. Guests are expected to behave respectfully towards other guests, staff and the surrounding community.
3. Making a Booking
A booking request is subject to availability. A booking becomes confirmed when the required booking information has been provided, the applicable rate and booking conditions have been accepted, any required payment has been successfully processed, and we or the relevant booking platform have issued confirmation.
4. Booking Information
You are responsible for ensuring that the information provided when making a booking is accurate, including guest names, contact details, dates, number of guests, room requirements and special requests. We are not responsible for any booking error, additional cost, or inability to provide a requested service arising from inaccurate or incomplete information provided by you, and we may charge a reasonable administrative cost for amendments made necessary by such inaccuracies.
5. Rates and Charges
The price payable will be the price displayed and agreed at booking, together with applicable taxes, charges or additional services clearly identified during the booking process.
Additional services may include airport transfers, laundry assistance, luggage storage, special room arrangements, cakes, flowers, balloons, chocolates, early check-in or late check-out. Any applicable charge will be communicated before confirmation.
6. Payment and Pre-authorisation
Payment arrangements depend on the rate selected. The applicable payment conditions will be displayed before booking.
Flexible Payment Policy: 100% is automatically charged to the payment card 1 day before arrival where this policy applies.
Semi-Flexible Payment Policy: 100% is automatically charged 3 days before arrival where this policy applies.
Non-Refundable Payment Policy: 100% is automatically charged at confirmation where this policy applies.
The hotel may place a £100 pre-authorisation on the payment card where the applicable booking conditions provide for this. Where applicable, it is requested automatically 5 minutes before scheduled check-in.
A pre-authorisation is a temporary hold on available funds or credit rather than an immediate charge. Release timing may depend on the card issuer or payment provider.
Payments and card processing are handled through MEWS and its relevant payment-processing partners. We do not ordinarily have access to full payment-card details. If a payment due under the applicable payment policy cannot be successfully processed, we may treat the booking as unconfirmed, contact you to arrange an alternative payment method, or cancel the booking and release the room, and will notify you as soon as reasonably practicable if we do so.
7. Cancellation
Cancellation conditions vary according to the rate selected and will be displayed before completion of the booking.
Free Cancellation for 24 Hours: Cancellation is free during the applicable 24-hour period shown at booking; after the deadline, the displayed rate conditions apply.
Pay at Booking: Payment is taken at booking and a 100% cancellation charge from confirmation
Pay at Arrival: Payment is made at the hotel on arrival; a valid card is required to guarantee the reservation, and a pre-authorisation may be taken where applicable under the cancellation or no-show conditions..
3 Days Before Arrival: Cancellation is permitted without a cancellation charge until 3 days before arrival; after the deadline, a 100% charge of the applicable booked nights.
Flexible Rate: Cancellation is permitted without a cancellation charge until 1 day before arrival; after the deadline, a 100% charge of the applicable booked nights.
Non-Refundable Cancellation Policy: 100% cancellation charge from confirmation, except where applicable law requires otherwise.
Cancellation deadlines are based on the hotel’s local time and arrival date.
The statutory 14-day cancellation (cooling-off) right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to a contract for accommodation where the contract provides for a specific date or period of performance, such as a hotel stay. Accordingly, the cancellation conditions set out above, and not a statutory cooling-off period, govern your right to cancel a booking.
8. No-Shows
If you do not arrive and have not cancelled in accordance with the applicable cancellation conditions, the booking may be treated as a no-show.
Any no-show charge will be determined by the cancellation, payment and rate conditions applicable to the booking and displayed when the booking was made.
9. Check-In and Check-Out
Standard check-in is from 3:00 pm. Standard check-out is by 11:00 am.
Early check-in and late check-out are subject to availability and any applicable charge communicated before confirmation. If you expect to arrive later than 9:00 pm, please let us know in advance. For bookings that are not guaranteed by pre-payment or a payment card, we may release the room if we have not heard from you and you have not arrived by the following morning, without this affecting any cancellation charge properly due under the applicable rate conditions.
10. Minimum Check-In Age and Minors
The person responsible for a booking and checking in must be at least 18 years old.
Guests under 18 must be accompanied and supervised by an adult responsible for them. Minors may not stay at the hotel unaccompanied. We may ask for proof of age at check-in and may decline to check in a guest who cannot provide satisfactory proof of age or who does not meet these requirements.
11. Guest Identification
Guests may be required to provide valid photographic identification at check-in, including a passport, driving licence or other appropriate government-issued identification.
Vivatar may scan or photocopy identification and enter relevant information into MEWS. Identification copies are retained for the period of the guest’s stay and securely destroyed after checkout, subject to lawful exceptions.
12. Room Allocation and Occupancy
We will make reasonable efforts to provide the room type booked. Specific room numbers are not guaranteed.
Guests must not exceed the maximum occupancy stated for the room.
13. Accessibility and Mobility
The hotel has two floors accessed by stairs and does not have a lift. Guests with specific accessibility or mobility requirements are encouraged to contact Hotel Management before booking.
14. Smoking and Vaping
Vivatar Heathrow Hotel operates a strict no-smoking and no-vaping policy throughout the property. Smoking and vaping are not permitted in guest rooms, communal areas or elsewhere within the hotel property
Guests who wish to smoke must use the designated smoking area on the street outside the property, where permitted.
If smoking or vaping occurs in a guest room or other prohibited area, the hotel may apply a £500 charge per affected room/stay to cover additional cleaning, deodorising and remediation costs arising from the breach, subject to applicable law. We may rely on evidence from smoke or vape detection equipment installed in guest rooms, together with staff observations, in determining whether a breach of this policy has occurred.
The charge is intended to address the additional costs arising from a smoking or vaping breach and does not limit any other rights or remedies available to the hotel. Nothing in this clause excludes or limits liability that cannot lawfully be excluded.
15. Quiet and Respectful Environment
The hotel is located on a residential street. Parties, events, excessive noise and behaviour that materially disturbs other guests or neighbours are not permitted.
16. Visitors and Unregistered Guests
Visitors may be permitted subject to security, occupancy and operational requirements and may be asked to identify themselves.
Visitors must leave the hotel by 9:00 pm and may not stay overnight unless properly registered as an additional guest and permitted by the room’s occupancy and booking conditions.
17. Pets
Pets are not permitted on the hotel property, and we welcome guide dogs, hearing dogs and other trained assistance dogs in accordance with applicable law. Please let us know in advance in writing if you will be bringing an assistance dog so we can prepare appropriately for your stay.
18. Personal Belongings and Room Security
Guests are responsible for taking reasonable care of their personal belongings and should keep their room securely locked whenever it is unoccupied.
Guests must keep their room key card secure and must not give it to another person. If a key card is lost, stolen or believed to be compromised, Reception should be informed immediately so appropriate security measures can be taken, including deactivation and replacement where necessary.
Vivatar Heathrow Hotel accepts no liability or responsibility for loss of or damage to guest property or personal belongings except where the hotel is legally responsible. Guests should take appropriate precautions to safeguard their possessions. Where it applies, our liability for loss of or damage to guests' property is limited in accordance with the Hotel Proprietors Act 1956, except where the loss or damage results from our negligence or from our refusal to receive property that a guest offered for safekeeping.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
19. Damage to Hotel Property
Guests may be liable for the reasonable cost of repairing or replacing property damaged or lost as a result of their actions, negligence or deliberate conduct, beyond reasonable wear and tear. We will not impose an arbitrary or disproportionate charge. Where reasonably necessary, we may charge such costs to the payment card provided at booking or check-in, and will provide the guest with a receipt or explanation of the charge on request.
20. Parking
Parking is not available on hotel property. Guests are responsible for their own parking arrangements. Street parking and other spaces may be available in the surrounding area, subject to restrictions, availability and charges.
Reception may provide general information about nearby options. The hotel does not control or accept responsibility for public or third-party parking.
21. Airport Transfers, Laundry and Special Arrangements
Airport transfers and laundry assistance may be arranged through third parties, subject to availability and charges.
Special occasion arrangements such as flowers, balloons, cakes and chocolates must normally be pre-booked and are subject to availability and applicable charges.
22. Wi-Fi and CCTV
Wi-Fi is provided where available and must be used responsibly and lawfully.
CCTV operates in designated public and communal areas, including entrances, reception areas, corridors and parking facilities, for safety and security. Appropriate signage is displayed.
23. Hotel’s Right to Refuse or End a Stay
We may take reasonable and proportionate steps, including requiring a guest or visitor to leave, where necessary because of serious or repeated misconduct, unlawful behaviour, serious safety or security concerns, material damage or another serious breach of these Terms.
We will comply with applicable consumer and equality law. Where a stay is ended in these circumstances, no refund will be given for the unused portion of the stay, except to the extent required by law.
24. Equality and Non-Discrimination
Vivatar Heathrow Hotel is committed to treating guests fairly and respectfully and will not unlawfully discriminate against guests or prospective guests.
25. Hotel Changes or Cancellation
We will make reasonable efforts to honour confirmed bookings. In exceptional circumstances, where we cannot provide the accommodation booked, we will contact the guest as soon as reasonably practicable and provide an appropriate alternative or remedy in accordance with applicable law. Where reasonably possible, any alternative accommodation offered will be of a comparable standard and at no additional cost to the guest. Where no suitable alternative is available or acceptable to the guest, we will refund the amounts paid for the affected stay.
26. Circumstances Outside Our Reasonable Control
We will not be responsible for delays or failures caused by circumstances genuinely outside our reasonable control. This does not remove or limit any rights or remedies consumers have under applicable law. Such circumstances may include, without limitation, fire, flood or other natural events, failure of utilities or essential suppliers, industrial action, pandemic or public health measures, government or regulatory action, and cyber-attack or IT system failure beyond our reasonable control.
27. Our Responsibility to Guests
Nothing in these Terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other liability that cannot legally be excluded or limited.
Subject to the foregoing, and to the fullest extent permitted by law, our total liability to you in connection with a booking or stay, whether in contract, tort (including negligence) or otherwise, is limited to the total price paid for the affected booking, and we will not be liable for any indirect or consequential loss, or for any business loss (including loss of profits, business, contracts, revenue or anticipated savings), whether arising in contract, tort or otherwise.
28. Complaints
Guests should raise concerns during their stay with Reception or Hotel Management so we have a reasonable opportunity to resolve them. Formal complaints can be sent to management@vivatarhotel.com.
29. Privacy, Cookies and Accessibility
Our Privacy Policy explains personal-data processing, our Cookie Policy explains cookies and similar technologies, and our Accessibility Statement provides information about accessibility arrangements.
30. Third-Party Booking Platforms
Where you book through an OTA or other third-party platform, its own terms, cancellation conditions and privacy policy may also apply. The specific rate conditions displayed and accepted at booking form part of your booking.
Where there is a conflict between these Terms and a specific booking condition displayed and accepted at booking, the specific booking condition will apply, subject to applicable law.
31. Changes to These Terms
We may update these Terms to reflect changes to services, facilities, booking arrangements, technology or applicable law. The Terms applicable to your booking are those presented at the time of booking unless a subsequent change is required by law or agreed with you.
32. Governing Law
These Terms are governed by the law of England and Wales, subject to any mandatory rights or protections available to you under applicable law. The courts of England and Wales will have jurisdiction, subject to mandatory consumer rights.
33. General
A person who is not a party to a booking has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms, but this does not affect any right or remedy of a third party which exists or is available apart from that Act.
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be treated as removed to the minimum extent necessary, and the remaining provisions will continue to apply in full.
34. Contact
Vivatar Heathrow Hotel,
123 Bulstrode Avenue, Hounslow, TW3 3AE, United Kingdom
Telephone: +44 (0)20 32 78 9189
Email: management@vivatarhotel.com