Customer terms of service

Updated 06 December 2024  

Summary of these Terms  

If you don’t accept any of these Terms, please do not use our Platform. 

All this information is important because it (along with your booking confirmation email,  and any pre-contractual information provided before you book), sets out the legal terms  on which Service Providers offer their Travel Experiences through our Platform. 

If something goes wrong with your Travel Experience, Section A12 of these Terms  explains what you can do about it. This includes making a complaint to us, going to court,  and (in some cases) using an online dispute resolution service. 

If you want to appeal a moderation decision, or report any content on our Platform please  email info@bookinireland.com 

This summary isn’t part of our Terms, or a legal document. It’s just a simple explanation of  our Terms. We encourage you to read each document in full. 

Some of the words in this summary have very specific meanings, so please check out the  ‘BookinIreland.com glossary’ at the end of these Terms. 

Table of contents  

  1. All Travel Experiences 
  2. Accommodation 
  3. Food/Fun 
  4. BookinIreland.com glossary 
  5. All Travel Experiences  

A1. Definitions 

A2. About these terms 

A3. About Booking.com 

A4. Our Platform 

A5. Our values 

A6. Prices 

A7. Payment 

A8. Policies 

A9. Privacy and cookies 

A10. Accessibility requests 

A11. Intellectual property rights 

A12. What if something goes wrong? 

A13. Communication with the Service Provider 

A14. Measures against unacceptable behaviour 

A15. Limitation of liability 

A16. Applicable law and forum 

A17. Modification clause

A1. Definitions  

  1. Some of the words you’ll see have very specific meanings, so please check out the  ‘ BookinIreland.com glossary ’ at the end of these Terms. 

A2. About these terms  

  • When you complete your Booking, you accept these Terms and any other terms that  you’re provided with during the booking process. 
  • If any authority decides that some of these terms are unlawful, the rest of the terms will  continue to apply. 
  • These Terms are laid out like this: 
  • Section A: general terms, for all types of Travel Experiences. 
  • Sections B to C: specific terms, for just one type of Travel Experience: 
  • Section B: Accommodation 
  • Section C: Food/Fun 
  • If there’s any mismatch between general and specific terms, the specific terms will  apply. 
  • The English version of these Terms is the original. If there’s any dispute about the Terms,  or any mismatch between the Terms in English and in another language, the Terms as  they appear in English will apply, unless local law requires otherwise. 

A3. About bookinireland.com  

When you book an accommodation BookinIreland.com provides and is responsible for  the Platform – but not the Travel Experience itself (see A4.4 below). 

A4. Our Platform  

  1. We get information from Service Providers, and we can’t guarantee that everything is  accurate – but when providing our Platform, we take reasonable care and act with  professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t  be held responsible for any errors, interruptions, or missing bits of information. Of  course, we’ll do everything we can to correct/fix them as soon as we become aware  of them. 
  2. We’re always working to improve our customers’ experience with BookinIreland.com.  So sometimes, we show different people different designs, phrasings, products, etc.  to find out how they react. As a result, you might not come across some services or  conditions when you visit our Platform. 
  3. Our Platform is not a recommendation or endorsement of any Service Provider or its  products, services, facilities, vehicles, etc.
  4. We’re not a party to the terms between you and the Service Provider. The Service  Provider is solely responsible for the Travel Experience. 
  5. To make a Booking, you may need to create an Account. Please make sure all your  info (including payment and contact details) is correct and up to date, or you might  find you can’t access your Travel Experience(s). You’re responsible for anything that  happens with your Account, so please don’t let anyone else use it, and please keep  your username and password secret. 
  6. We will show you the offers that are available to you. 
  7. Unless otherwise indicated, you need to be at least 18 to use the Platform. A5. Our values  

You will: 

  • abide by Our values: 
  • Respect: We expect our employees, customers and partners to treat each other with  respect. We do not tolerate any form of harassment, discrimination, hate speech,  manipulation, physical violence or any other threatening or abusive behaviour. 
  • Community: While staying at a property or using other services with  BookinIreland.com, we ask you to be considerate of the surrounding community. Try  to limit/minimise any noise that might disturb the neighbours, respect local laws and  traditions and be mindful of your impact on the environment. 
  • Integrity: At BookinIreland.com, we expect our partners and customers to conduct  business via our platform in an honest and professional manner, to not misrepresent  themselves in any way and to respect agreements that are made with each other. 
  • Regard for the law: BookinIreland.com does not tolerate theft, vandalism, criminal  activity or extortion. Any kind of illegal or dangerous activity may lead to having your  account and/or property blocked. 
  • Physical safety: At BookinIreland.com, the physical safety of our customers, partners  and employees is our priority. Please do not engage in or promote any activities that  could bring harm to any other person or that could be classified as cruelty to animals. 
  • Animal welfare: Animal cruelty is not tolerated by BookinIreland.com. Guests,  partners and BookinIreland.com employees are expected to respect domestic animals  and wildlife, and to provide living conditions for animals that align with Irish Animal  Welfare Guidelines. 
  • Personal information: BookinIreland.com does not condone any partners or affiliates  using the personal data of others in breach of our agreement and/or applicable laws. 
  • Video and audio recording guidelines: 
  • While using or providing services on BookinIreland.com, be mindful of other  people’s personal space, and respect their privacy and their belongings. If you are  staying at the hotel or at someone’s home, be respectful of their property and their  house rules. 
  • Cameras installed at a property are only allowed in public areas and should be both  visible and disclosed prior to the stay. 
  • Your privacy:  
  • Privacy: At BookinIreland.com, we are committed to providing the best user  experience for everybody who uses our travel services. That means that we take  your privacy seriously and are committed to protecting and safeguarding your  privacy in accordance with our Privacy Statement and applicable laws. 
  • Keeping your data safe and secure is important to us. BookinIreland.com therefore  protects your personal data and credit card information in line with applicable laws,  including the GDPR and the data security standards of the Payment Card Industry  (PCI DSS). 
  • comply with all applicable laws 
  • cooperate with any anti-fraud/anti-money laundering checks we need to carry out • not use the Platform to cause a nuisance or make fake Bookings 
  • use the Platform for it’s intended purpose 
  • not cause any nuisance or damage, and not behave inappropriately to the Service  Provider’s personnel (or anyone else, for that matter). 

A6. Prices  

  • When you make a Booking, you agree to pay the cost of the Travel Experience,  including any charges and taxes that may apply. 
  • Some of the prices you see may have been rounded to the nearest whole number. The  price you pay will be based on the original, ‘non-rounded’ price (although the actual  difference will be tiny anyway). 
  • Obvious errors and obvious misprints are not binding. For example: if you book a  premium car or a night in a luxury suite that was mistakenly offered for €1, your booking  may be cancelled and we’ll refund anything you’ve paid. 
  • A crossed-out price indicates the price of a like-for-like Booking without the price  reduction applied (‘like-for-like’ means same dates, same policies, same quality of  accommodation/vehicle/class of travel, etc.). 

A7. Payment  

  • For some products/services, the Service Provider will require an Upfront Payment and/ or a payment taken during your Travel Experience.
  • If we organise your payment, we (or, in some cases, our affiliate) will be responsible  for managing your payment and ensuring the completion of your transaction with our  Service Provider. In this case, your payment constitutes final settlement of the ‘due  and payable’ price. 
  • If the Service Provider charges you, this will usually be in person at the start of your  Travel Experience, but it could also be (for example) that your credit card is charged  when you book, or you pay when you check out of your Accommodation. This  depends on the Upfront Payment policy of the Service Provider as communicated to  you in the booking process. 
  • If the Service Provider requires an Upfront Payment, it may be taken or pre-authorised  when you make your Booking, and it may be non-refundable. So before you book,  please check the Service Provider’s Upfront Payments policy (available during the  booking process), which we don’t influence and aren’t responsible for. This does not  affect your rights if you have any problems with your Travel Experience – please refer to  ‘What if something goes wrong?’ (A12). 
  • If your payment method is denominated in a currency* that is different to the payment  currency, your bank or payment method provider (or their payment services providers)  may charge you additional fees. For example, this could happen if your credit card is in  dollars but your hotel is charging you in euros. 
  • * This just refers to the default currency of your payment method. 
  • If you know of or suspect any fraudulent behaviour or unauthorised use of your  Payment Method, please contact your payment provider as soon as possible. 
  • If the currency selected on the Platform isn’t the same as the Service Provider’s  currency, we may: 
  • show prices in your own currency 
  • offer you the Pay In Your Own Currency option. 
  • Pay In Your Own Currency. We (and/or one of our affiliates) may provide you with the  ability to pay for your Booking in your own currency (your ‘Home Currency’), based on  your location and/or account setting – and in respect of this service only, we do this as  principal, rather than as agent for the Service Provider. Where you use this service, you  agree to the following terms, which are separate to your contract with the Service  Provider related to your Travel Experience. The Service Provider is not involved in the  provision of the Pay In Your Own Currency service and is not party to the following  terms, which do not give you any extra rights under your contract with the Service  Provider. If you choose to pay in the Service Provider’s currency, the following terms  don’t apply. 
  • For the avoidance of doubt, when you use Pay In Your Own Currency, we are simply  enabling you to make payment in your own currency while we ensure that the Service  Provider is paid in their local currency. As such, you are not making payment in one  currency and receiving another currency.
  • If you choose to use Pay In Your Own Currency, all fees and charges from us for use of  the Pay In Your Own Currency service either (a) are included in the exchange rate or  (b) appear as a separate line item (included in the total price displayed where  applicable) during the checkout process. 
  • The exchange rate is determined at the time the total payment (or estimated total  payment) – and where applicable, the total price displayed will be the amount charged  by us to you. Just to be clear, certain fees and charges that are part of the total price  displayed will, however, be collected directly by the Service Provider. 
  • If you cancel a reservation within any permitted cancellation period which may apply,  we will refund you the exact same amount we initially charged you (inclusive of any  applicable fees in relation to the Pay in Your Own Currency Service). 
  • We will store your Payment Method details for future transactions after collecting your  consent. 

A8. Policies  

  • When you make a Booking, you accept the applicable policies. You’ll find each Service  Provider’s policies (about age requirements, security/damage deposits, additional  supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on  our Platform. 
  • If you cancel a Booking or don’t show up, any cancellation/no-show fee and any refund  will depend on the Service Provider’s cancellation/no-show policy. 
  • Some Bookings can’t be cancelled for free, while others can only be cancelled for free  before a deadline. 
  • If you book a Travel Experience by paying in advance (including all price components  and/or a damage deposit if applicable), the Service Provider may cancel the Booking  without notice if they can’t collect the balance on the date specified. If they do cancel,  any non-refundable payment you’ve made will only be refunded at their discretion. It’s  your responsibility to make sure the payment goes ahead on time (that your bank, debit  card or credit card details are correct, and that there’s enough money available in your  account). 
  • If you think you’re not going to arrive on time, please contact your Service Provider and  tell them when they can expect you. It’s your responsibility to ensure you’re on time –  and if you aren’t, we are not responsible for any associated costs (e.g. the cancellation  of your Booking, or any fees the Service Provider may charge). 
  • As the person making the Booking, you are responsible for the actions and behaviour (in  relation to the Travel Experience) of everyone in the group. You are also responsible for  obtaining their permission before providing us with their personal data. 

A9. Privacy and cookies  

If you book an accommodation please see our Privacy Statement for more information on  privacy, cookies, and how we might contact you and process personal data.

A10. Accessibility requests  

  • If you have any accessibility requests: about our Platform and/or services, please  contact our Customer Service team 
  • about your Travel Experience (wheelchair access, walk-in baths, etc.), please contact  your Service Provider. 

A11. Intellectual property rights  

  • Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look  & feel, etc.) are owned by BookinIreland.com (or its licensors) and by using our Platform  you agree to do so for its intended purpose only and respecting the requirements set  out below in paragraphs A11.1 and A11.2. 
  1. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce or  otherwise use anything on our Platform for any commercial purpose without  written permission of BookinIreland.com or its licensors. 
  2. We keep a close eye on every visit to our Platform, and we’ll block anyone (and  any automated system) we suspect of: 
  • conducting an unreasonable amount of searches 
  • using any device or software to gather prices or other information 
  • doing anything that places undue stress on our Platform. 
  • By uploading a review/picture to our Platform, you’re confirming that it meets our  **Content Standards and Guidelines and that: 
  • it’s truthful 
  • it doesn’t contain any viruses 
  • you’re allowed to share it with us 
  • you own (or are allowed to use) any intellectual property rights that it contains 
  • we’re allowed to use it on our Platform and for any other commercial purposes  (including marketing and advertising), on any media, worldwide – unless you ask us to  stop using it 
  • it doesn’t infringe the privacy rights of other people 
  • you accept full responsibility for any legal claims against BookinIreland.com related to  it. 

**Content and Standards Guidelines 

How guest reviews work:  

A review score is between 1-5. 

We have people and automated systems that specialise in detecting fake reviews  submitted to our Platform. If we find any, we delete them and, if necessary, take action  against whoever is responsible. 

Anyone else who spots something suspicious can always report it to our Customer  Service team, so our Fraud team can investigate. 

Ideally, we would publish every review we receive, whether positive or negative. However,  we won’t display any review that includes or refers to (among other things): 

  • Politically sensitive comments
  • Promotional content
  • Illegal activities
  • Personal or sensitive information (e.g. emails, phone numbers or credit card info) • Swear words, sexual references, hate speech, discriminatory remarks, threats, or references to violence
  • Spam and fake content
  • Animal cruelty
  • Impersonation (e.g. if the writer is claiming to be someone else)
  • Any violation of our review guidelines.

The opinions expressed in contributions are those of BookinIreland.com customers and properties and not of BookinIreland.com. BookinIreland.com does not accept responsibility or liability for any reviews or responses. BookinIreland.com is a distributor (without any obligation to verify) and not a publisher of these comments and responses.  

A12. What if something goes wrong?  

  • If you have a query or complaint, please contact our Customer Service team. You can  do this by accessing your Booking, or through our website, or through our Help Centre  (where you’ll also find some useful FAQs). You can help us help you as quickly as  possible – by providing: 
  • your Booking confirmation number, your contact details and the email address you  used when you made your Booking 
  • a summary of the issue, including how you’d like us to help you 
  • any supporting documents (bank statement, pictures, receipts, etc.) 
  • All queries and complaints are recorded, and the most urgent ones are treated as  highest priority. 
  • If you’re a resident of the European Economic Area and you’re not happy with the way  we handle your complaint, you may be able to complain via the European Commission’s 

ODR (Online Dispute Resolution) platform (ec.europa.eu/odr). It depends on what your  complaint was about: 

  • if it was about an accommodation or attraction, you can use that ODR platform 
  • If you’re a resident of the Czech Republic and you’re not happy with the way we handle  your complaint, you can complain to the Czech Trade Inspection Authority – Central  Inspectorate, ADR Department, registered office Štěpánská 15, Prague 2, postal code:  120 00, email: adr@coi.cz, https://www.coi.cz/informace-o-adr/ 

. 

  • If you’re a resident of Brazil and you’re not happy with the way we handle your  complaint, you can complain via the Brazilian Federal Consumer Dispute Resolution  Platform (consumidor.gov.br/). 
  • We do try to resolve disputes with you directly, and we’re not obliged to submit to any  alternative dispute resolution procedures handled by independent providers. 
  • You may also bring legal proceedings before a competent court – please refer to  ‘Applicable law and forum’ (A16) for details. 

A13. Communication with the Service Provider  

  • We may help you communicate with your Service Provider, but that doesn’t mean we’re  taking responsibility for the Travel Experience or anything the Service Provider does/ doesn’t do. We can’t guarantee that they will read anything from you or that they’ll do  what you ask. In itself, the fact that you contact them or they contact you doesn’t mean  you have any grounds for legal action. If you need help, please contact us via our Help  Centre. 

A14. Measures against unacceptable behaviour  

  • If you breach these Terms (including our values Content and our standards and  guidelines) or fail to comply with applicable laws or regulations, we have the right to: 
  • stop you making any Bookings, 
  • cancel any Bookings you’ve already made, 
  • stop you using: 
  • our Platform, 
  • our Customer Service, 
  • your Account 
  • If we cancel a Booking as a result, you may not (depending on the circumstances) be  entitled to a refund. We may tell you why we’ve cancelled your Booking, unless telling  you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or 

prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled  your Booking, please contact our Customer Service team. 

A15. Limitation of liability  

  • Nothing in these Terms will limit our (or the Service Provider’s) liability (i) when we (or  they) were negligent and this led to death or personal injury; (ii) in case of fraud or  fraudulent misrepresentation; (iii) in respect of gross negligence or wilful misconduct; or  (iv) if such liability can otherwise not lawfully be limited or excluded. 
  • If you are in breach of these Terms and/or the Service Provider’s terms, we won’t be  liable for any costs you incur as a result. 
  • We are not liable for:  
  • any losses or damages which were not reasonably foreseeable when you made your  Booking or otherwise entered into these Terms; or 
  • any event which was reasonably beyond our control. 
  • We don’t make any promises about Service Providers’ products and services apart from  what we expressly state in these Terms, for example in Section A4. 
  • To the extent permitted by law, the most that we (or any Service Provider) will be liable  for (whether for one event or a series of connected events) is your reasonably  foreseeable losses or damages in connection to your Booking(s). 
  • Just to be clear, these Terms are between you and us. Nothing in these Terms will entitle  any third party other than the Service Provider to anything. 
  • You may be protected by mandatory consumer protection laws and regulations, which  guarantee you rights that no company’s terms can overrule. If there is any inconsistency  between those laws and regulations and these Terms, such mandatory consumer  protection laws and regulations will override. 

A16. Applicable law and forum  

  • These Terms are governed by Irish law (for accommodations or attractions).You can  also rely on your national consumer law if you are a consumer living in a country in the  European Economic Area, UK or Switzerland (‘Europe’). 
  • If you are a consumer living outside Europe, to the extent permitted by mandatory local  (consumer) law, these Terms are governed by Irish law (for accommodations or  attractions) 
  • If you are a consumer living in Europe (as defined above): 
  • You may bring a legal action against us: 
  • in the courts of the country where you live, or
  • in the courts in Dublin (for accommodations or attractions) 
  • We may bring a legal action against you in the courts of the country where you live. 
  • If you are a consumer living outside Europe, to the extent permitted by mandatory local  (consumer) law, any dispute will exclusively be submitted to the court in Dublin (for  accommodations or attractions). 

A17. Modification clause  

  • We may make changes to these Terms. 
  • If you do not accept the changes, please do not use our Platform. 
  • Otherwise, your continued use of our Platform after the effective date of the proposed  changes will constitute your acceptance of the revised Terms. 
  • Any existing Bookings will continue to be governed by the Terms that applied when the  Booking was made. 
  1. Accommodations  

B1. Scope of this section 

B2. Contractual relationship 

B3. What we will do 

B4. What you need to do 

B5. Price and payment 

B6. Amendments, cancellations and refunds 

B7. What else do you need to know? 

B1. Scope of this section  

This section contains the specific terms for Accommodations products and services. It  applies as well as section A (which applies to all Travel Experiences). 

B2. Contractual relationship  

When you make (or request) a Booking, it’s directly with the Service Provider – we’re not a  ‘contractual party’. 

BookinIreland.com owns and operates the Platform. 

Our Platform only shows Accommodations that have a commercial relationship with us  and it doesn’t necessarily show all their products or services. 

Information about Service Providers (e.g. facilities, house rules and sustainability  measures) and their Travel Experiences (e.g. prices, availability and cancellation policies)  is based on what they provide to us.

B3. What we will do  

We provide the Platform on which Service Providers can promote and sell their  Accommodations – and you can search for, compare and book them. We offer a  personalised experience based on how you use our Platform (including what you tell us),  so you can book your ideal Accommodation with us. Our Platform allows you to discover  Accommodations all over the island of Ireland – and our search results make it easy to  home in on the one that’s right for you. 

Once you’ve booked your Accommodation, we confirm the details of your Booking to  both you and the Service Provider, including the names of the guest(s). 

Depending on the terms of your Booking, you may be able to change or cancel it if you  want. Please contact us using the Help Centre if you need help with anything. 

B4. What you need to do  

Fill in all your contact details correctly, so we and/or the Service Provider can provide you  with information about your Booking and, if necessary, contact you. 

Read these Terms and the terms displayed during the booking process carefully. 

Take care of the Accommodation and its furniture, fixtures, electronics and other  contents, and leave things in the same state they were when you got there. If anything is  broken, damaged or lost, make sure you report it to the staff there (as soon as you can,  and certainly before you check out). 

Maintain the security of the Accommodation and its contents during your stay. So don’t,  for example, leave doors or windows unlocked. 

B5. Price and payment  

See ‘Prices’ (A6) and ‘Payment’ (A7) above. 

B6. Amendments, cancellations and refunds  

See ‘Policies’ (A8) above. 

B7. What else do you need to know?  

Unless otherwise indicated, any offer that you reserve: 

  • Must be paid for at the time of booking 
  • Can’t be modified. However, if it offers free cancellation, you will be able to cancel it for  free, as long as you do it in time. 
  • Can’t be combined with any other offers (promotions, incentives or rewards) Damage policy 

When you’re booking, you may see that some Service Providers refer to a ‘damage  policy’. This means that if anyone in your group loses or damages anything: 

  • you should inform the Service Provider 

The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes  (such as theft), or any non-physical ‘damages’ (e.g. fines for smoking or bringing pets). 

The Service Provider might require a ‘damage deposit’ before or at check- in. 

In the event of a damage related legal dispute the matter is entirely between the Service  Provider and you. 

  1. Food/Fun  

C1. Scope of this section 

C2. Contractual relationship 

C3. What we will do 

C1. Scope of this section  

This section contains the specific terms for Food and Fun products and services. It  applies as well as section A (which applies to all Travel Experiences). 

C2. Contractual relationship  

We do not (re)sell, offer or provide any Food/Fun on this website – Bookings are made by  – you directly contacting the Service Provider or via the Service Providers website 

We act solely as the Platform and are not involved in the terms of the Service Provider. We  are not responsible for your ticket and have no liability to you in relation to your Booking,  except as described in these Terms. 

C3. What we will do  

We provide the Platform on which Service Providers and can promote and link to Food or  Fun Experiences. It is not possible to book these on this website. 

All bookings are entirely between the Service Provider and you. 

BookinIreland.com glossary  

‘Account’ means an account (with BookinIreland.com or a Group Company), through  which you can book Travel Experiences on our Platform.

‘Accommodation’ means the provision of an accommodation service by a Service  Provider (throughout Section B, ‘Service Provider’ means the provider of the  accommodation service). 

‘Food’ means the provision of an Food service (includes, but is not limited to, restaurant,  café, bistro) by a Service Provider (throughout Section C, ‘Service Provider’ means the  provider of the Food or Fun (see next line) service). 

‘Fun’ means the provision of an Activity service (includes, but is not limited to, Museum,  Tours, Walks) by a Service Provider (throughout Section C, ‘Service Provider’ means the  provider of the Food or Fun service). 

Attraction service(s)’ includes, but is not limited to, tours, museums, attractions, activities  and experiences. 

‘Booking’ means the booking of a Travel Experience on our Platform, whether you pay for  it now or later. 

‘BookinIreland.com’, ‘us’, ‘we’ or ‘our’ means BookinIreland.com (for accommodation,  food or fun) 

‘Currency Conversion Rate’ means the rate that we use to convert currency 

‘Payment Method’ means the method used to pay for a Booking, which might be a credit/ debit card, or an alternative payment method. 

‘Platform’ means the website/app on which you can book Travel Experiences, whether  owned or managed by BookinIreland.com or by a third-party affiliate. 

‘Service Provider’ means the provider of a travel-related product or service on the  Platform, including but not limited to: the owner of a hotel or other property (for an  ‘accommodation’ Booking), a restaurant or café (for an ‘food’ Booking), or a museum or  tour (for a ‘fun’ Booking). 

‘Terms’ means these terms of service. 

‘Upfront Payment’ means a payment that you make when you book a product or service  (rather than when you actually use it).