Terms and Conditions

UPDATED – 13/12/2024

The terms & conditions covers the following topics:

  • Reservations
  • Charges & Rates Policy
  • Accessing and using our facilities
  • Changing or cancelling a reservation
  • Child Policy
  • Transportation & Parking
  • Accessibility
  • No Smoking
  • Damages, loss, accidents & inappropriate behaviour
  • Pet policy
  • Sustainability
  • Photography
  • Alarm Testing
  • Privacy
  • Trademarks
  • Others things to note

 

RESERVATIONS

We are delighted that you have chosen to stay at Nobu Hotel London Portman Square. We kindly ask you to read these terms and conditions carefully, as they contain important information about your stay and they apply to all reservations made for our hotel via any channel. If you have any questions, please contact our team.

Check-in, 3:00 pm
Check-out, 12:00 pm

Early check-in or late check-out – We will do our best to accommodate any requests which will be subject to availability on the day and a fee may apply. Should you wish to guarantee your early check-in, we recommend booking from the night prior. If you wish to arrange a late check-out we also recommend doing so in advance of your stay or as soon as possible during your stay. Our guest-services team will be able to assist with any enquiries.

Minimum Age for Check-in – Guests must be 18 years of age or over to check-in and stay at the hotel. Please note that all guests under the age of 18 must be accompanied by adults during their stay.

CHARGES & RATES POLICY

When you have made a reservation with our hotel via our website, over the phone, or via email, you will receive an email confirmation from us which will indicate the total price of your stay (including VAT). Please check everything and let us know straight away if anything is incorrect so that it can be amended. If you have made your reservation via a third party online booking platform you will receive the confirmation from them, and if you require any changes to your reservation, please contact the platform directly.

Room Reservations – We require a deposit for all room and suite reservations and pre-authorisation will be taken on your credit card at check-in to cover room and incidental costs (£200 per night, to a maximum of three nights). Guarantee and deposit policies may vary by rate, please check individual rates for specific guarantee and deposit policies. For pre-paid reservations the same credit card used must be presented at check-in. The hotel accepts Cash, Visa, Mastercard, American Express, China Union Pay, bank transfer and pay-by-link.

Restaurant Reservations – A credit card is required to secure each restaurant booking.

Service Charges – A discretionary 5% accommodation service charge will be added to your bill, and a discretionary 12.5% food and beverage service charge will be added to your bill, all of which is distributed amongst staff.

ACCESSING AND USING OUR FACILITIES

The use of any hotel facilities is entirely at our guests’ risk and the hotel does not accept liability to any guest for any loss, damage or injury suffered by our guests or to their property. We reserve the right to refuse admittance to rooms and other areas of the hotel.

The protection of our guests, employees and hotel property is of utmost importance. Where, in our reasonable opinion, there is doubt regarding a prospective guest or visitor, access to the hotel may be declined. To ensure the safety of our guests, access to the hotel will be restricted at night to residents only.

We do not tolerate discrimination whether on grounds of sex, age, gender identification, colour, race, nationality, disability, marital status, maternity or pregnancy, religion or belief, sexual orientation, ethnic or national origin and such factors are never taken into account by us in declining admission, or for any other reason.

Visitors may only stay overnight in a guest’s room or suite if the number of sleepers corresponds with the number of beds so we do not breach the accommodation maximum specified in the hotel’s fire policy. If you’d like an extra bed in your room or suite, we’ll be happy to arrange this for you for an additional cost. We cannot guarantee that extra beds will be available at short notice. Please note that you are responsible for the conduct of your visitors whilst they are at the hotel.

No food delivery companies will be able to deliver to guest rooms or suites due to guest safety & privacy. Guests will have to come to reception for collection. The hotel holds no liability for delay, quality, or the temperature of food items delivered by external companies.

The use of Pilates and fitness equipment is entirely at our guests’ risk. Please take care to safeguard your own health and that of other people, and ensure that you are capable of using the equipment before accessing it. You will be solely responsible for any loss or injury that you cause yourself, other persons or to the equipment or facilities to the extent that it is caused through your unsafe or improper use of the facilities or equipment (including your use of them whilst under the influence of alcohol or medication) or your failure to advise Nobu Hotel London Portman Square staff of a medical condition relevant to your use of the equipment or facilities. During normal Wellness & Fitness opening hours our teams will be available to explain how to safely use any equipment.

CHANGING OR CANCELLING A RESERVATION

Room cancellations – Reservations must be cancelled by 3:00 pm (local time) one day prior to arrival date to avoid a penalty of one night’s stay including taxes. Cancellation policy may vary by rate, please refer to your room confirmation email for your specific cancellation policy. A no-show fee of one night’s stay will apply, and early departure fees may apply.

We hold the right to validate the payment at the time of reserving and the reservation can be cancelled if the payment is not validated.

Should you wish to change your reservation, please let us know and we will do our best to accommodate the changes. If we are indeed able to accept the changes then a new confirmation email will be sent. If we are unable to accept the changes requested by you and you wish to cancel your stay, the cancellation policy stipulated in your email confirmation will apply.

We reserve the right to cancel your reservation, and in the rare event this may happen we will provide you with a full refund and will have no further liability to you in relation to the cancellation. Should over-booking of the hotel ever happen, we will assist you with the relocation to an alternative hotel.

Restaurant Cancellations – A cancellation charge applies if the restaurant booking is cancelled less than 24 hours in advance, or if guests fail to arrive. For reservations of seven to 12 guests, the deposit will be non-refundable if the booking is cancelled less than 72 hours in advance, or if guests fail to arrive. Please refer to the cancellation policy of your restaurant booking.

Pilates & Wellness cancellations – A 100% cancellation charge will be incurred if you cancel any spa treatment, personal training session, studio class less than 24 hours London time prior to the time of the appointment.

CHILD POLICY

Baby cots are complimentary and are subject to availability. Selected room categories include a spacious sofa bed, and we offer interconnecting rooms configuration. Rollaway beds are available on request for certain room types only. If not requested prior to arrival we are unable to guarantee the availability of interconnecting room, cots and rollaway beds, please enquire with our reservations team to arrange any of these in advance of your stay on [email protected]

In our restaurants, children of all ages are welcome, however; we kindly ask if you are visiting with a pram please let us know in advance as space can be limited.

TRANSPORTATION AND PARKING

Our concierge team can assist with limousine service, nearby parking locations, and valet parking.

Valet parking can be organised in a secure car park. Please note that fees apply and parking is subject to availability.

Please contact our concierge in advance of your arrival to arrange any of these services on [email protected]

ACCESSIBILITY

We are committed to ensuring that persons with disabilities have access to goods, services, privileges, advantages, and accommodations. The hotel has step free access, accessible-friendly guestrooms and restrooms, and lift access on every floor. Accessible rooms are subject to availability. Should you wish to discuss your requirements in advance of your stay, please contact our reservations team who will be delighted to assist you on: [email protected]

DAMAGES, LOSS, ACCIDENTS & INNAPPROPRIATE BEHAVIOUR

Damage – You will be charged for any damage caused by you or your guests to any company property or any additional cleaning required as a result of your actions during your stay at the hotel.

Loss – We advise our guests against bringing valuables such as large amounts of cash or jewellery to the hotel. We provide a safe in each room for the storage of personal items, however, despite our reasonable efforts to provide a secure hotel, the risk of theft, damage or loss to your posessions cannot be completely eliminated. The hotel does not accept liability to any guest for any loss, damage or injury suffered by our guests or to their property.

Accidents – Please report any accidents or injury that has occurred while at the hotel premises to a duty manager within 24 hours of the incident. We require this information in order to comply with health and safety obligations and for insurance purposes.

Inappropriate Behaviour – We have a zero tolerance approach to inappropriate behavoiur and we reserve the right to remove guests or visitors from the hotel or terminate your stay if you display any improper, violent, illegal of abusive behaviour. No illegal items will be accepted on hotel proemises.

Noise – We ask our guests to show respect by keeping noise to a minimum when in their room, hallways, any other premises of the hotel or while in the surrounding area.

Privacy – The privacy of our guests is paramount to us and you may be held accountable if you disclose or identify other guests or clients of the hotel to the wider public via any means including, but not limited to, social media platforms, press, and blogs.

PET POLICY

We are a pet friendly hotel. For the comfort and safety of both our guests and their pets, we kindly request that you take note of the terms and conditions below during your stay with us:

*A single hypoallergenic fee of £50 will be charged for the duration of your stay.
*We welcome dogs of up to 25kg of weight.
*Pets must always be kept on a lead while in the common areas of Nobu Portman Square.
*Pets cannot be left unattended or tethered anywhere on the premises.
*Pets must not disturb other guests by barking or making noise while on the premises.
*Pets are not to be left unattended in guest rooms.
*Housekeeping will only enter a room with a pet present if the owner is also in the room. Please note that if a “Do Not Disturb” sign is in place for more than 24 hours, it will be overridden to allow access.
*Owners are responsible for cleaning up after their pets. We understand accidents happen, and pet waste bags are available upon request.
*Owners accept full responsibility for any financial damages caused by their pets.
*Pets are not permitted in Nobu Restaurant, the Bar, Event or Wellness Facilities, but are welcome to enjoy the Lounge and Terrace areas.
*Nobu London Portman Square will not be held responsible for the welfare of your pet during your stay, nor for any third-party services booked by the guest or through our Concierge.
*PETS NOT ALLOWED include but are not limited to, snakes and reptiles, exotic or illegal pets or animals of any kind. Acceptability of any pet is at the sole discretion of Nobu Hotel London Portman Square. Written appeals which shall include pictures of the pet in question may be put forward to the Hotel Management, who shall have absolute and final jurisdiction regarding pet acceptability.

SUSTAINABILITY

We work closely together with FuturePlus. FuturePlus is a sustainability and ESG management and reporting platform that makes managing social and environmental impact accessible, affordable, achievable and trackable for every business, not just the 1%.
FuturePlus qualifies a company’s sustainability achievements before quantifying and translating them into a realistic and trackable action plan.
Its indicators, made up of 200-300 questions, educate companies and business leaders to take practical, incremental steps towards sustainability by focusing on five themes: Climate, Economic, Diversity & Inclusion, Social and Environment. Its indicators align with all 17 of the UN’s Sustainable Development Goals. Based in London, U.K., FuturePlus has gained hockey stick growth. Its workforce is 66% female (compared to Deloitte’s global benchmark of 33% in tech companies). WWW.FUTURE-PLUS.CO.UK

Should you need access to our full ESG report, our team will be delighted to share a copy [email protected]

PHOTOGRAPHY

All images and videos taken by guests are allowed free of charge so long as the images and videos are used for personal, non-commercial purpose. All photographs and video should be taken from public viewing areas, and must be taken with a hand-held camera or phone (professional equipment and lighting are not permitted) and not be considered disruptive in anyway. Any external lighting requires prior approval. The determination of the above is purely by the hotel’s discretion, and permission may be retracted at any time.

We take the privacy of our guests very seriously and any requests for professional photography and videography should be directed to our guest services team. External visitors who are not residents of the hotel will not be permitted to enter the premises to take photography for personal, commercial or social media purposes, without prior explicit and written permission from the hotel.

ALARM TESTING

Every Monday at 10:30 am, we conduct a weekly fire alarm test as part of mandatory Health & Safety regulations.
The alarm will fully activate and sound continuously for a short period of time, indicating the start of our fire test. During this time the fire doors around the hotel will automatically close and all lifts will return to the ground floor where they will remain stationary. There is no need to take any action. Should you have any concerns during the test, please feel free to contact our team who will be more than happy to assist.
In the event of a real emergency, you will be notified and directed to exit the building in accordance with the evacuation instructions located inside your bedroom.

PRIVACY

Please refer to our Privacy Policy here

TRADEMARKS

Guests, visitors and clients of Nobu Hotel London Portman Square shall not use any intellectual property such as names, logos, colours, trademarks, photographs, videos or any other identifying assets or features of our hotel without obtaining our prior written agreement.

By visiting Nobu Hotel London Portman Square you accept that all intellectual property is the sole property of our hotel and may not be used for any purpose whatsoever, including, but not limited to, in any communications, marketing, advertising or other promotional materials.

OTHER THINGS TO NOTE

Force Majeure – Nobu Hotel London Portman Square will not be responsible and will not pay any compensation where we are preventing or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities.

Transfer of Rights – We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Terms & Conditions Enforcement – If a court finds part of this contract illegal, the rest will continue to be in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Governing Law & Disputes – These terms are governed by English law and you can bring legal proceedings in relation to these terms or your stay at Nobu Hotel London Portman Square in the English courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings the country within Europe in which you reside.

Alternative Dispute Resolution – Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the European Commission Online Dispute Resolution platform here.