Misafir Şartları ve Koşulları

Article 1 – Company Details & Role of HOTELO

1.1. The website hotelo.gr and the booking platform are operated by the company under the name “HOTELO.GR SINGLE MEMBER P.C.”, headquartered in Platamonas, Pieria, at 40 K. Karamanli Street, Postal Code 60065, and legally represented by Panagiotis Noulas (hereinafter “HOTELO” or the “Company”).

1.2. HOTELO provides a technological platform for the presentation and electronic management of accommodation bookings, through which the Visitor may search for available accommodations and make a booking.

1.3. HOTELO is not the owner, manager, or operator of the accommodations displayed on the platform, nor does it operate as a hotel business or travel agency, unless expressly stated otherwise.

1.4. The accommodation service contract is concluded exclusively between the Visitor and the respective Accommodation. HOTELO operates as an intermediary technological means facilitating the booking.

1.5. The Visitor acknowledges and accepts that responsibility for the provision of accommodation, the quality of services, the safety of facilities, compliance with legislation, and the fulfillment of the booking lies solely with the Accommodation.

Article 2 – Definitions

2.1. For the purposes of these Terms, the following terms shall have the following meanings:

2.2. “Platform”: the entirety of the website hotelo.gr, applications, technical infrastructure, booking engine, and any search or booking functionality.

2.3. “Visitor” or “Guest”: any natural person who visits the website, searches for accommodations, or makes a booking through the Platform.

2.4. “Accommodation”: any hospitality business or accommodation provider displayed on the Platform and accepting bookings.

2.5. “Booking”: any confirmed transaction or accommodation commitment made through the Platform.

2.6. “Booking Request”: a booking that has not yet been confirmed by the Accommodation and is pending confirmation.

2.7. “Price”: the total or partial amount displayed on the Platform for a specific stay, as determined by the Accommodation.

2.8. “Hotelo Basic”: a model where payment is made directly to the Accommodation (e.g., at check-in/check-out).

2.9. “Hotelo Smart & Pro”: a model where payment is made electronically through the Platform using a third-party payment provider.

2.10. “Refund”: any return of money to the Visitor, partial or full.

2.11. “Chargeback” or “Dispute”: a process of contesting a transaction through a bank or card provider.

2.12. “Cancellation Policy”: the cancellation terms defined by the Accommodation and displayed during booking.

Article 3 – Acceptance of Terms & Binding Nature

3.1. By accessing or using the Platform, the Visitor unconditionally accepts these Terms.

3.2. By completing a booking, the Visitor accepts that:

• (a) they enter into an accommodation contract with the Accommodation,
• (b) they are bound by these Terms,
• (c) they are bound by the Cancellation Policy and the pricing terms of the Accommodation.

3.3. If the Visitor does not accept the Terms, they must not use the Platform or proceed with a booking.

3.4. HOTELO may modify these Terms according to Article 16. Continued use of the Platform constitutes acceptance of such modifications.

Article 4 – Services Provided by the Platform

4.1. HOTELO provides the Visitor with the ability to:

• (a) search for accommodations,
• (b) view prices and availability,
• (c) make bookings,
• (d) make payments (where Hotelo Smart or Pro applies),
• (e) receive booking confirmation emails,
• (f) communicate with the Accommodation through the Platform (where available).

4.2. HOTELO does not guarantee that every Accommodation will be available, nor that prices will remain unchanged, as these are determined exclusively by the Accommodation.

4.3. HOTELO is not obliged to provide 24/7 human support unless explicitly stated on the Platform.

Article 5 – Booking Process & Confirmation

5.1. A booking is completed when the Visitor fills in the required information and confirms acceptance of the Terms and Cancellation Policy.

5.2. A booking is considered valid and binding only when:

• (a) a confirmation message appears on the Platform, and
• (b) a confirmation email is sent to the Visitor.

5.3. In some cases, the booking may constitute a “Booking Request” and require confirmation from the Accommodation.

5.4. HOTELO bears no responsibility for non-confirmation of booking requests by the Accommodation.

5.5. The Visitor must immediately verify booking details (dates, number of persons, room type, price, cancellation policy).

Article 6 – Prices, Taxes & Charges

6.1. Prices displayed on the Platform are determined by the Accommodation and may not include additional charges.

6.2. The Visitor is informed before completing the booking of the final total amount and any additional charges (e.g., VAT, municipal taxes, climate resilience tax).

6.3. HOTELO is not responsible for additional charges imposed by the Accommodation, provided they are legally disclosed.

6.4. The Accommodation bears exclusive responsibility for price accuracy, issuance of legal receipts, and tax compliance.

Article 7 – Payment Models (Hotelo Basic / Hotelo Smart & Pro)

7.1. The Platform supports two payment models, depending on the Accommodation and the specific booking.

7.2. Hotelo Basic

• 7.2.1. In the Hotelo Basic model, the Visitor pays directly at the Accommodation, in accordance with the terms displayed during the booking.
• 7.2.2. HOTELO does not collect, does not manage, and does not store payment details within the framework of Hotelo Basic.
• 7.2.3. Any dispute regarding the payment, receipt, or charge concerns exclusively the Visitor and the Accommodation.

7.3. Hotelo Smart & Hotelo Pro

• 7.3.1. In the Hotelo Smart & Hotelo Pro models, the Visitor may pay electronically through the Platform, using a card or other available payment method.
• 7.3.2. Payments are carried out through a third-party payment service provider (PSP). HOTELO does not operate as a bank or payment institution.
• 7.3.3. The Visitor acknowledges that transactions are subject to technical rules and security procedures of the PSP and the banks.
• 7.3.4. Completion of the payment constitutes a prerequisite for confirmation of the booking, provided that the booking is characterized as “prepaid”.

Article 8 – Cancellation Policies & No-Show

8.1. The Cancellation Policy is determined exclusively by the Accommodation and is mandatorily displayed before the completion of the booking.

8.2. The Visitor is obliged to read carefully the Cancellation Policy before proceeding with a booking.

8.3. Cancellation of a booking by the Visitor is carried out through the Platform or in accordance with the instructions included in the confirmation email.

8.4. In case of non-appearance (no-show), the Visitor may be charged in accordance with the Accommodation’s policy, as this has been disclosed before completion of the booking.

8.5. HOTELO is not responsible for cancellation or no-show charges imposed by the Accommodation in accordance with the declared terms.

Article 9 – Refunds

9.1. Any refund is carried out exclusively in accordance with:

• (a) the Cancellation Policy of the Accommodation,
• (b) the specific terms of the booking (rate plan),
• (c) the applicable consumer legislation.

9.2. In the case of Hotelo Smart & Hotelo Pro, the refund is carried out through the PSP and may require bank clearing time.

9.3. The Visitor acknowledges that the refund may appear in their account within a time period that depends on their bank or card provider. Non-refundable bank or network fees may apply, which are retained by banking institutions, for which HOTELO bears absolutely no responsibility.

9.4. In the case of Hotelo Basic, the refund is carried out exclusively by the Accommodation.

9.5. HOTELO bears no responsibility for delays in refunds caused by banking procedures or third-party providers.

Article 10 – Disputes / Chargebacks

10.1. In case of a payment dispute (dispute) or chargeback process, the Visitor acknowledges that the process is governed by the rules of the card issuer and the PSP.

10.2. HOTELO may cooperate with the Accommodation and the PSP to provide evidence substantiating the booking.

10.3. The Visitor acknowledges that in the case of a malicious or unfounded chargeback, the Accommodation and/or HOTELO may exercise their legal rights.

10.4. HOTELO reserves the right to restrict the Visitor’s access to the Platform in cases of repeated abusive disputes.

Article 11 – Visitor Obligations

11.1. The Visitor is obliged to provide true, accurate, and complete information during the booking.

11.2. The Visitor is responsible for any damage arising from inaccurate information (e.g. wrong email, wrong dates, wrong number of persons).

11.3. The Visitor is obliged to comply with the rules of the Accommodation during the stay (check-in/out, quiet hours, pet policies, etc.).

11.4. The Visitor bears exclusive responsibility for damages caused to the Accommodation.

Article 12 – Obligations and Responsibility of the Accommodation

12.1. The Accommodation is exclusively responsible for:

• (a) the provision of the stay,
• (b) the quality of services,
• (c) cleanliness, safety and hygiene,
• (d) accuracy of information,
• (e) compliance with licensing and legality.

12.2. HOTELO bears no responsibility for acts or omissions of the Accommodation, nor for any damage or loss arising during the stay.

Article 13 – Accommodation Content & Accuracy of Information

13.1. Information, photos, descriptions, amenities and prices are entered by the Accommodations and/or their authorized partners.

13.2. HOTELO makes reasonable efforts to display updated information, however it does not guarantee that the content is always accurate, complete or free from errors.

13.3. HOTELO is not responsible for inaccuracies resulting from information provided by the Accommodation.

13.4. HOTELO reserves the right to modify or remove content it considers misleading or unlawful.

13.5. The Platform may use automated tools and Artificial Intelligence (AI) for automatic translation of content, booking policies and descriptions into multiple languages. The Visitor acknowledges that automated translations may contain linguistic deviations or imperfections and HOTELO bears no responsibility for misinterpretations resulting from them.

Article 14 – User Account (where applicable)

14.1. HOTELO may provide the possibility of creating a user account.

14.2. The Visitor is responsible for maintaining the confidentiality of access credentials.

14.3. HOTELO bears no responsibility for unauthorized use of an account due to user negligence.

Article 15 – Prohibited Uses

15.1. The Visitor is prohibited from using the Platform for:

• (a) illegal actions,
• (b) violation of third-party rights,
• (c) introduction of malicious software,
• (d) data scraping or automated collection of information,
• (e) abusive bookings or fake bookings.

15.2. HOTELO may restrict or block access for users who violate the Terms.

Article 16 – Modification of Terms

16.1. HOTELO reserves the right to modify these Terms at any time.

16.2. Modifications take effect upon their publication on the website hotelo.gr.

16.3. Continued use of the Platform after modification constitutes acceptance of the new Terms.

Article 17 – Platform Availability / Downtime

17.1. The Platform is provided “as is” and HOTELO does not guarantee uninterrupted availability.

17.2. HOTELO may temporarily suspend operation of the Platform for maintenance, upgrades or security reasons.

17.3. HOTELO bears no responsibility for losses or damages due to temporary unavailability.

Article 18 – Limitation of Liability of HOTELO

18.1. HOTELO is liable only for intent or gross negligence.

18.2. HOTELO is not responsible for:

• (a) accommodation services provided by the Accommodation,
• (b) accidents or damages within the Accommodation,
• (c) loss of Visitor’s belongings,
• (d) cancellations by the Accommodation,
• (e) overbooking due to third-party system errors.

18.3. In any case, HOTELO’s liability is limited to the amount, if any, paid by the Visitor to HOTELO for the specific booking (if applicable).

18.4. HOTELO is not responsible for indirect or consequential damages.

Article 19 – Data Protection (GDPR)

19.1. Processing of the Visitor’s personal data is carried out in accordance with GDPR and HOTELO’s Privacy Policy.

19.2. The Visitor must read the Privacy Policy before completing a booking.

19.3. Data may be transmitted to the Accommodation exclusively for the purpose of executing the booking.

Article 20 – Cookies

20.1. HOTELO uses cookies and similar technologies in accordance with the Cookies Policy.

20.2. The Visitor may set preferences through the cookie banner.

Article 21 – Communication & Support

21.1. The Visitor may contact HOTELO through the contact details listed on hotelo.gr.

21.2. For issues concerning the actual stay, the Visitor must primarily contact the Accommodation.

Article 22 – Governing Law & Jurisdiction

22.1. These Terms are governed by Greek law.

22.2. For any dispute arising from these Terms, the Courts of Thessaloniki are designated as competent, unless otherwise provided by mandatory law.

FINAL PROVISIONS

These Terms constitute the complete framework governing the use of the hotelo.gr Platform by Visitors and prevail over any prior communication or agreement.