Our Terms and Policies

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Usual’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

(a) These are the terms and conditions that apply to your contract with The Usual. Please read the Terms & Conditions carefully as you will be legally bound by them when you make a booking with us. (b) The Usual refers to the owner of the website whose registered office is UHG B.V., incorporated and registered in the Netherlands with the Netherlands Chamber of Commerce number 74566652, whose registered office is at Koninginnegracht 10, 2514 AA The Hague, Netherlands. The term ‘you’ refers to the user or viewer of our website. Your contract for accommodation is with the company mentioned here before which operates the hotel which will provide the accommodation. The use of this website is subject to the following terms of use:

(a) We do not rent out rooms to guests who have not reached the age of 18 years. Any accompanying guests will also have to be at least 18 years of age. This rule does not apply to families (e.g., a family with children). All guests and visitors are required to identify themselves. No one will be admitted to our hotel without identification documents, which are: driving licenses (only Dutch or Belgian driving licenses), IDs for European citizens, or passports. (b) If upon arrival the booker and his guests cannot demonstrate that they meet the age requirements, they will have forfeited their right to any refund. (c) Full payment for your accommodation must be made at the time of booking unless mentioned otherwise. All bookings must be charged to a valid debit or credit card and will be charged for 100% of the reservation value to that card when the booking is made. As part of your booking, you will be required to provide details of a credit card. If you have not booked with us before, you will be asked to register your details which will open a customer account in your name (“the Account”). All payments for bookings made by you will be shown as debits to your Account. For clarity references to ‘Account’ means your The Usual customer account. (d) After your booking has been completed and submitted, you will receive an email from us acknowledging your booking. The contract between you and us ("Contract") is formed upon our confirmation of your booking by us, subject to availability as set out in clause 2(f). (e) The Contract relates only to the room or rooms whose booking has been confirmed in accordance with paragraph 2(d) above. You must present the booking confirmation on check-in at The Usual location where you have made your booking. We also require photo identification (a valid driver’s license or passport) upon check-in. If the customer is unable to present this to the satisfaction of the hotel, we will terminate your booking without a refund. (f) All bookings are subject to availability until the Contract is formed in accordance with paragraph 2(d) above. (g) For reservations made via our website or a third party, we accept card payments but no cash payments. In case you have made a booking with the option to pay on arrival we only accept card payments. We do not accept cash due to concerns for the safety of our employees. (h) Guests are required to present the credit card upon check-in with which the reservation was made. (i) Any reservation or payment that is irregular, impractical, incomplete, or fraudulent due to a reason attributable to the customer will result in cancellation of the reserved service at the customer’s expense.

(a) Cancellations or amendments to your booking with a flexible rate must be completed 48 hours before the date of arrival before 15.00hrs local time. If you cancel or amend your booking after 15.00 hrs two days before arrival, you will not receive any credit for your booking. Cancellations before 15.00 hrs local time, two days before arrival will be credited for the full 100% of the reservation value. The Usual is not liable for any differences due to variances, e.g., in exchange rates. (b) Amendments to a Non-Refundable Rate are not possible. Cancellations of your booking with a non-Refundable rate are possible, but no refund will be issued. In case of cancellation or no show, you will not be refunded. (c) Once you have checked in to your The Usual you cannot amend or cancel the related booking. Should you wish to check out before your scheduled departure date, you will not receive any credit for your booking. (d) If you fail to arrive on the reserved arrival date (prior to 3:00 (am) the following day) your booking will become no show. No shows will be cancelled for the remainder of the nights. No refunds will be given. (e) In case of cancellation or in the event of no show, the rooms will be released back into inventory to be sold by the Hotel Establishment. (f) All bookings are accepted by us in good faith. Should we be unable to provide you with a room that you have booked, whether because of the events set out in clause 16 below or otherwise, we will use all reasonable endeavours to find alternative accommodation nearby which is of a similar standard at no extra charge. You will be responsible for paying all other additional charges for extras at any alternative accommodation offered to you. (g) In the unlikely event of a room being unavailable for you under clause 3(f) or if the room offered is not acceptable to you, we will refund you with the price you have paid for your booking at The Usual (either in full or on a pro-rata basis, whichever is appropriate). The concerned The Usual will try to assist in finding suitable alternative accommodation at your own expense. (h) For reservations of six rooms or more special conditions apply. Please contact us directly via rotterdam@theusual.com or brussels@theusual.com. Please check with the hotel establishment. (i) For cancellations, amendments, refunds and no shows related to group bookings, please contact us directly at rotterdam@theusual.com or brussels@theusual.com to be provided with the relevant group terms and conditions. (j) Cancellation and deposit policies may vary dependant on your chosen rate. Policies will be clearly stated upon selection during the booking process.

(a) Room rates shown on the website are charged on a per room per night basis. Meals and Add-Ons are not included. Room rates may or may not include city tax and/or other similar charges or tax subject to the requirements of the country or location where the Hotel is located. These will be charged at the prevailing rates and are payable in the currency of the country where the Hotel is located. Room rates and details are correct at the time of publication. As long as no booking has been placed for a room, The Usual can change the room rates (and details).. The price will be as quoted except in the case of obvious error. (b) The price of the room is dependent on a variety of factors. Room rates may vary by night at the same location. Once a booking is confirmed by us, the price for that room will not be altered unless the booking is amended or cancelled.

(a) You can check-in after 15.00 hours on the scheduled date of arrival unless you purchase an early check-in extra with your booking or directly at the hotel, subject always to availability. (b) You must check out before the indicated time on your confirmation email on the scheduled date of departure unless you purchase a late check-out extra with your booking or directly at the hotel, subject always to availability. If you do not check out by 11.00 hours, then we shall charge you the Late Check-Out fee of €15.00 until 13.00 and after that the flexible rate at that time for one night’s stay for the applicable room(s). (c) We operate a relocation policy. If a room is unavailable on arrival, then we agree to either: – provide a room, and subject to availability any equivalent extras which you have booked, in another hotel and pay the reasonable cost of transport to that alternative hotel or any applicable car park charges; or – provide a room in a third-party hotel and pay the reasonable cost of transport to that alternative hotel or any applicable car park charges; or at your request or, if in our reasonable opinion there is no suitable alternative hotel accommodation available, cancel your booking and refund you any money you have paid in advance for the unavailable room(s) including related food and beverage extras. (d) If you are due to pay on arrival at the hotel and the process above is followed, we will still take payment for the cost of the booking and any prepaid extras but additional costs over and above the original cost of the booking will be covered by us (i.e. difference in room rates, reasonable transport costs and car park charges).

a) Should you require a room for persons with special needs or should you have a disability assistance dog, please let us know at the time of booking. Contact details for each The Usual location are provided on the respective individual The Usual pages. When booking a room intended for a person with special needs, during the booking process you will be required to confirm that such booking is intended for a person with special needs that precludes them from staying in any other room type. If you book a room of this type and the person for which it is intended does not have such special needs, at check-in we reserve the right to charge you any price differential at the prevailing rate, allocate you alternative accommodation, or refuse you accommodation and you shall not be entitled to any refund. (b) You must not leave service dogs unattended in any rooms or public areas at any time. Service dogs must always be kept on a leash in public areas of the establishments.

(a) The Usual's rooms vary by type and have slight variations. During the booking process, should the room you require not be available, then an alternative will be displayed. Please ensure that your booking reflects your requirements. (b) All rooms at The Usual will be cleaned and have the bed made on your arrival. Should you require housekeeping services during your stay, these are available at a charge. Details are available on the respective individual hotel pages. (c) We provide wheelchair accessible and limited mobility rooms subject to availability. Please specify this requirement at the time of booking or contact the hotel directly at rotterdam@theusual.com or brussels@theusual.com. In case you have booked a room at the non-refundable conditions, which is not wheelchair accessible when this is required, we are unable to cancel this booking free of charge. (d) You must not exceed the maximum specified occupancy for the room type which you have booked.

Please check the relevant The Usual location information pages for each location’s luggage storage facilities and charges.

(a) Hotel guests may book a stay with one dog for an additional cost due at check-in. Guests accompanied by a pet must adhere to The Usual Pet Policy. (b) Day guests may be accompanied by one dog. Guests accompanied by a pet must adhere to The Usual Pet Policy. (c) "In the event of a violation of The Usual Pet Policy, UHG B.V. reserves the right to require the guest to leave the premises or to cancel their booking immediately. In such circumstances, no refund will be issued for any remaining portion of the guest's scheduled stay. This action is at the sole discretion of the hotel’s management and is intended to maintain the safety, comfort, and well-being of all guests.

(a) Check-in and -out times: All The Usual Locations operate an arrival and check out policy which requires you to arrive after 15.00 on the first day of your stay and to check out by 11.00 on the last day of your stay. (b) Smoking policy: The Usual practices a strict NO SMOKING policy. Failure to comply with this policy entitles us to terminate your booking and stay at the Hotel at our sole discretion and you must leave the Hotel immediately without compensation or reimbursement. We reserve the right to charge guests an amount which reflects the reasonable costs for any required specialist cleaning and guests shall be liable for any costs, loss or damage incurred by The Usual, including without limitation any loss or damage to the Hotel room, premises or property or incurred by Hotel guests or third party, arising from your failure to comply with this policy and The Usual reserves the right to charge you for any such costs, losses or damages incurred by The Usual or any Hotel guests or third party. (c) By entering the concerned The Usual, you will abide by the rules & regulations as stipulated in the House rules, which is visible in all the lobbies and of which a copy is available at the reception.

We reserve the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent, or reckless act of the guest to the hotel’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the credit card used to book or guarantee the room or any incidentals, which the bearer of such card accepts, or to send an invoice for the amount to the registered address of the guest. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum. We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the credit card used to book or guarantee the room or any incidentals, which the bearer of such card accepts, or to send an invoice for the amount to the registered address of the guest. We reserve the right to act against any guest found to have tampered/interfered with any fire detection equipment throughout the hotel, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by the hotel due to their actions and additionally may be asked to leave the hotel. Depending on the severity of the guest actions, the Police may become involved at the hotel’s discretion. Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right to make a charge to the credit card used to book or guarantee the room or any incidentals, which the bearer of such card accepts, or to send an invoice for the amount to the registered address of the guest. It is the hotel’s policy that all our guests and staff have the right to be treated with dignity and respect and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behaviour. Should any actions by a guest be deemed inappropriate by a member of staff, or if any inappropriate behaviour is brought to the attention of a member of staff, the hotel reserves the right, after any allegations have been investigated, to act against the guest. Depending on the severity of the guest actions, the Police may become involved at the hotel’s discretion, or guests may be asked to leave the hotel. The Usual may pre-authorise your credit card and hold pre-authorised details on a PDQ(PIN) terminal and you consent to us and/or The Usual debiting such amounts for which you are responsible as a result of any damage caused to your room by you during your stay. These amounts may be debited from your card without prior notification.

(a) We are responsible for losses you suffer as a result of a breach of the Terms & Conditions by us if the losses are a foreseeable consequence of our breach. Losses are foreseeable where you and/or we could contemplate them at the time the Contract between you and us was formed. Neither we nor the operator of The Usual that you have booked is responsible for indirect losses that are not foreseeable by you or us or the operator (such as loss of profits or loss of opportunity). (b) This does not exclude or limit in any way our or the operator’s liability: (I) for death or personal injury caused by our or the operator’s negligence; (II) for fraud or fraudulent misrepresentation; or (III) for any matter for which it would be illegal or unlawful for us to exclude, or attempt to exclude, our liability. (c) Whilst we make every effort to ensure that the material contained on the Website is accurate, we do not warrant or represent its accuracy and disclaim to the maximum extent permitted by law all warranties expressed or implied by statute, custom or usage relating to the information contained on the Website. (d) We shall have no responsibility for any loss of, or damage to, any of your property left in the room during your stay unless such loss or damage was directly caused by the negligence of the operator of The Usual where you are staying. (e) These Terms & Conditions are drafted in the English language. If they are translated into any other language, the English language text shall prevail in the event of a conflict. All other documents provided under or in connection with these Terms & Conditions shall be in the English language or accompanied by a certified English translation. If any such document is translated into any other language, the English language text shall prevail unless the document is a constitutional, statutory, or other official document. (f) The laws of The Netherlands shall apply to these Terms & Conditions, any Contract between you and us and any dispute or claim arising out of them or in connection with them or their subject matter (including non-contractual disputes or claims) and any determination of those and any court proceedings relating to them shall be subject to the exclusive jurisdiction of the courts of The Hague, The Netherlands.

The Usual will retain all personal information that you provide through the Website in accordance with the Privacy Policy set out on the Website.

The trademarks used on this Website are owned by The Usual. You may download or use the material on the Website for your own non-commercial, private use. Otherwise, the material may not be reproduced, published, distributed, amended, downloaded, or otherwise used unless you have obtained The Usual‘s express prior written permission.

If you are a consumer nothing in the Terms & Conditions shall amend or affect your statutory rights.

Neither we nor the operator of The Usual to which your booking relates is liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract if such failure or delay is caused by events outside our reasonable control and which are not due to our fault. Such events include, but are not limited to, strikes, terrorist attacks, natural disasters, and the impossibility of the use of telecommunications networks.

If we fail to insist on the strict performance of your obligations or if we fail to exercise any rights or remedies available to us, this will not be a waiver of such rights and remedies.

The Terms & Conditions shall serve as the primary governing document for the Contract. In the event of any conflicts, the Terms & Conditions will take precedence.

The information contained in this website is for general information purposes only. The information is provided by The Usual and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. Through this website, you can link to other websites which are not under the control of The Usual. We have no control over the nature, content, and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

The Usual applies camera supervision for the benefit of: (a) Access monitoring of the hotels of The Usual (b) Protecting property on the premises owned by The Usual, its guests, its employees and visitors against theft (c) Safeguarding The Usual, its guests and its employees against unauthorised access and other unwanted activities (e.g. criminal behaviour or behaviour against the house rules and general terms and conditions of The Usual) (d). The registration and identification of unauthorised persons and persons which engage in unwanted activities (e). And everything that (in)directly relates to the above.

(a) All credit and debit card handling, and payment instructions will be processed directly by Adyen (www.adyen.com) and are subject to the Terms and Conditions of Adyen. (b) All aspects of the Adyen payment processing infrastructure meet the highest standards of security, integrity and stability and are PCI compliant. (c) Credit and debit card data is protected by a high level of encryption before transmitted over the Internet. All Rights Reserved.