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 and 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. 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. Each hotel operated under The Usual brand is referred to as is also a Hotel Establishment. The use of this website is subject to the following terms of use:

(a) We do not rent out rooms to unaccompanied guests who have not reached the age of 18. This restriction does not apply to families travelling with children. Unaccompanied guests aged 16 or 17 may only stay at the hotel if they present written authorisation from a parent or legal guardian, together with a copy of the parent’s or legal guardian’s valid identification or proof of guardianship. Unaccompanied minors under the age of 16 cannot be accommodated. All guests and visitors are required to identify themselves at check-in. No one will be admitted to the hotel without valid identification, which includes a passport, a national identity card issued by an EU/EEA country, or a Dutch or Belgian driving licence, or another legally valid form of identification accepted at the hotel’s discretion. (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 expressly stated otherwise for the selected rate. 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-fRefundablerefundable 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, unless there is an obvious and unmistakable error in the price or description that a reasonable guest would recognise as a mistake. All prices are subject to statutory taxes, city tax, other governmental taxes or levies and VAT at the applicable rate at the time of stay. In the event of a change in the statutory taxes, city tax, other governmental taxes or levies and VAT imposed by law, the statutory taxes, city tax, other governmental taxes or levies and VAT rate applicable at the date of the overnight stay shall apply. As long as no booking has been placed for a room, The Usual may change room rates and details. Once a booking has been confirmed, the price will be as quoted, unless there is an obvious and unmistakable error in the price or description that a reasonable guest would recognise as a mistake. (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. As part of The Usual’s commitment to sustainability and reducing environmental impact, guest rooms are not cleaned daily by default during a stay. Fresh towels, linen changes and room cleaning can be requested by the guest and will be provided in accordance with the hotel’s housekeeping policy. Essential services, including hygiene and safety-related cleaning, remain available at all times. Further information on housekeeping options during your stay is available at the hotel. (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 material or repeated violation of The Usual Pet Policy, UHG B.V. reserves the right to require the guest to leave the premises or to cancel the booking with immediate effect. In such circumstances, no refund will be issued for any remaining portion of the guest’s scheduled stay. Any such measure will be proportionate to the nature of the violation and is intended to maintain the safety, comfort, and well-being of all guests and staff.

(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 operates a strict no-smoking policy throughout its hotels. Failure to comply with this policy constitutes a material breach of these terms and conditions. In the event of a smoking violation, the hotel may, where appropriate and proportionate to the circumstances, terminate the guest’s stay and require the guest to leave the hotel. In such cases, no refund will be issued for the unused portion of the stay. The hotel reserves the right to charge the guest for the reasonable costs of any required specialist or deep cleaning, as well as for any damage, loss or costs incurred by the hotel or third parties as a result of the smoking violation. Any such charges will be proportionate to the nature and extent of the breach and the guest will be informed accordingly. (c) By entering the concerned The Usual, you will abide by the rules and regulations as stipulated in the House rules, which is visible in all the lobbies and of which a copy is available at the reception. The House rules form part of these terms and conditions.

We reserve the right to charge guests for the reasonable costs of rectifying damage caused by a deliberate, negligent or reckless act or omission of the guest, or of persons for whom the guest is responsible, to the hotel’s property, structure, furnishings or to third-party property located on the premises, including but not limited to artworks or installations. If such damage comes to light after the guest has departed, we reserve the right to charge the credit card used to book or guarantee the room or any incidentals, or to send an invoice to the registered address of the guest. The guest will be informed of the nature and amount of such charges. We will make reasonable efforts to rectify any damage internally before engaging external specialists and will seek to keep any costs charged to the guest proportionate and reasonable. We reserve the right to charge guests the replacement cost of any items removed from the premises without consent, including reasonable carriage or handling charges. Any guest found to have tampered with or interfered with fire detection or firefighting equipment, including detector heads, break glass points or fire extinguishers, will be liable for all costs incurred as a result and may be required to leave the hotel. Depending on the severity of the conduct, the police may be involved. Where such conduct comes to light after departure, the hotel may charge the applicable costs to the credit card used or issue an invoice accordingly. It is the hotel’s policy that all guests and staff are entitled to be treated with dignity and respect. Where a guest’s behaviour is deemed inappropriate or poses a risk to the safety, comfort or well-being of others, the hotel reserves the right, following reasonable investigation, to take appropriate measures, including requesting the guest to leave the premises. The hotel may pre-authorise a guest’s credit card and retain such pre-authorisation during the stay. By entering into the Contract, the guest consents to the hotel debiting amounts for which the guest is responsible as a result of damage caused during the stay.,11A Prohibited items and environmental disposal costs The possession, use or storage of prohibited or hazardous items on the hotel premises is not permitted. Prohibited or hazardous items include, but are not limited to, nitrous oxide (laughing gas) cylinders, fireworks, illegal substances, and hazardous or environmentally harmful materials. If such items are found in a guest room or elsewhere on the hotel premises during or after a stay, the hotel reserves the right to charge the guest the reasonable costs incurred for the safe handling, removal and disposal of such items, in accordance with applicable environmental and safety regulations. For nitrous oxide cylinders, the disposal cost is currently set at EUR 50 per cylinder. This amount may be adjusted from time to time to reflect changes in actual disposal and environmental handling costs and may be charged to the credit card used for the booking or invoiced to the guest. This charge is without prejudice to the hotel’s right to take further appropriate measures or to recover additional costs or damages arising from any breach of these terms and conditions.

(a) We are responsible for losses you suffer as a result of a breach of the terms and conditions by us, provided such losses are a foreseeable consequence of our breach. Losses are foreseeable where they could be reasonably contemplated by you and us at the time the Contract was formed. Neither we nor the operator of The Usual at which you are staying shall be liable for indirect losses or consequential losses that are not foreseeable (such as loss of profits or loss of opportunity). (b) Nothing in these terms and conditions shall exclude or limit 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 l iability which cannot be excluded or limited under applicable law. (c) Whilst we make reasonable effort to ensure that the information contained on the Website is accurate and up to date, such information is provided for general information purposes only and does not form part of the Contract unless expressly stated otherwise. To the extent permitted by law, we do not accept liability for inaccuracies or omissions in non-contractual website content. (d) We shall not be responsible for any loss of, or damage to, any of your personal property left in the room during your stay unless such loss or damage was directly caused by the negligence or willfulwilful misconduct of the operator of The Usual where you are staying. (e) These terms and conditions are drafted in the English language. In the event of any translation, the English version shall prevail unless otherwise required by mandatory law.. (f) These terms and conditions and any Contract between you and us shall be governed by the laws of the Netherlands. Any disputes arising out of or in connection with them shall be subject to the exclusive jurisdiction of the courts of Amsterdam, The Netherlands.

The Usual processes personal data in accordance with applicable data protection laws and regulations, including the General Data Protection Regulation (GDPR). Details on how personal data is collected, used, stored and protected are set out in the Privacy Policy available on the Website, which forms an integral part of these terms and conditions

All intellectual property rights, including but not limited to trademarks, trade names, logos, designs, text, images, photographs, audiovisual material and layout used on this Website, are owned by or licensed to The Usual. You may view, download or print content from the Website solely for your own non-commercial, private use. No part of the Website or its content may otherwise be reproduced, published, distributed, modified, stored, transmitted or used for any commercial purpose without The Usual’s prior written consent.

If you are a consumer, nothing in these terms and 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. In such circumstances, we will make reasonable efforts to mitigate the effects of the event and resume performance as soon as reasonably possible.

Any failure or delay by us to strict performance of any obligations or to exercise any right or remedy available to us, shall not constitute a waiver of such right and/or remedy.

The terms and conditions constitute the entire agreement relating to the booking. In the event of any conflict, these terms and conditions shall prevail.

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 on its premises for the following purposes: (a) monitoring access of the hotels of The Usual; (b) protecting property on the premises (including property belonging to) owned by The Usual, its guests, its employees, and visitors ; (c) safeguarding the safety and security of 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); and (d) the registration and identification of unauthorised persons and persons which engage in unwanted or unlawful activities. Camera supervision is conducted in accordance with applicable data protection laws. Further information regarding camera supervision, including data retention periods and data subject rights, is available in the Privacy Policy.

(a) All credit and debit card payment's and related payment instructions are processed directly by Adyen (www.adyen.com) and are subject to Adyen's applicable terms and conditions. (b)Adyen's payment processing infrastructure complies with applicable industry security standards, integrity and stability and are PCI compliant. (c) Credit and debit card data is protected by appropriate technical and organisational security measures, including encryption during transmission. Further information on the processing of personal data in connection with payments is available in the Privacy Policy.

The Usual takes reasonable technical and organisational measures to protect its systems and communications against unauthorised access and cybercrime. However, cybercrime such as phishing, spoofing or payment fraud may occur through third parties outside our control. The Usual will never request sensitive information such as passwords, full payment card details or verification codes by email or telephone or electronic communication such as what's app or signal. Guests are responsible for taking reasonable precautions when using electronic communications and online payment services. The Usual shall not be liable for losses resulting from cybercrime committed by third parties, unless such losses are directly caused by the hotel’s failure to take reasonable security measures as required by applicable law.

The Usual may update these terms and conditions from time to time. Any changes will apply only to bookings made after the updated terms and conditions have been published and will not affect bookings that have already been confirmed. Any measures taken by The Usual under these terms and conditions shall be proportionate to the nature and seriousness of the breach. All rights reserved Last updated on 16 December 2025