Terms & Conditions
CONSUMER VOUCHER TERMS OF SALE
Last Updated: 14/07/2025
These Terms of Sale govern the purchase, use, redemption, and cancellation of vouchers issued by Best Western Hotels GB, whether purchased directly or via its authorised partner, Gifted, operated by JOURNEY HOSPITALITY LIMITED. Please read these Terms carefully before purchasing or using a voucher.
1. General Information
1.1 These Terms of Sale apply to every voucher (“Voucher”) purchased by you from Best Western Hotels GB, either directly or via Gifted.
1.2 For the purposes of these Terms, "Best Western Hotels GB" refers to Interchange and Consort Hotels Limited, a company registered in an English company, with its registered office at Consort House, Amy Johnson Way, York, Yorkshire, YO30 4GP, United Kingdom, company registration number 01002192, and VAT number 240522406. The hotel may be contacted at Please contact us via the email below:.
1.3 “Gifted” is a trading name of Journey Hospitality Limited, a company incorporated in England under company number 07413674, with VAT number 434847278 and registered office at Elmstone Business Park, Stoke Road, Elmstone Hardwicke, Cheltenham, GL51 9SY. Gifted is the appointed third-party provider responsible for processing payments and fulfilling voucher orders on behalf of Best Western Hotels GB.
1.4 A “Voucher” refers to a unique instrument, in either digital or physical form, that entitles the bearer (“Voucher Holder”) to the goods and/or services as described on the Voucher and/or Best Western Hotels GB website (“Offering”), during the validity period stated on the Voucher (“Redemption Period”).
1.5 Best Western Hotels GB reserves the right to amend these Terms of Sale at any time. Any such amendment shall not apply retroactively to previously purchased Vouchers. The version of the Terms of Sale in force at the time of Voucher purchase shall govern the contractual relationship.
2. Purchase of a Voucher
2.1 Vouchers are processed by Gifted. The descriptor ‘BEST WESTERN HOTELS GB’ will appear on your bank or card statement.
2.2 By submitting an order and clicking ‘Confirm Order’, you make an offer to purchase a Voucher. The contract is not complete until Gifted confirms the order via email. Gifted reserves the right to decline or cancel any order prior to dispatch, particularly in cases where fraudulent, suspicious, or unauthorised activity is suspected.
2.3 Any suspected attempt to purchase a Voucher using stolen, unauthorised, or false payment details will be reported to law enforcement and/or relevant authorities.
3. Redemption of a Voucher
3.1 Unless expressly stated otherwise on the Voucher:
a) Each Voucher is valid for a single redemption only;
b) Redemption must comply strictly with any usage instructions provided.
3.2 The Voucher must be presented at Best Western Hotels GB during the Redemption Period. Failure to redeem within this period renders the Voucher null and void, with no entitlement to a refund, reissuance, or extension, regardless of the reason for non-redemption.
3.3 Vouchers do not entitle the holder to priority booking or availability at a specific time. Availability is subject to the discretion and operational capacity of Best Western Hotels GB, and advance booking is strongly recommended.
3.4 In the event of a material breach by Best Western Hotels GB, your remedy is strictly limited to a refund of the purchase price and any delivery charges paid. No further liability for consequential or indirect loss, loss of enjoyment, or other compensation shall arise.
4. Use and Misuse of Vouchers
4.1 You agree not to:
- Provide false or misleading information;
- Use payment instruments belonging to others without authorisation;
- Engage in, or facilitate, fraudulent or unlawful conduct in relation to the purchase or use of the Voucher.
4.2 Any Voucher that is obtained or used in breach of these Terms, or which is suspected of having been altered, duplicated, resold, transferred for commercial gain, or otherwise tampered with, may be invalidated at the sole discretion of Best Western Hotels GB.
4.3 The reproduction, resale, auction, or unauthorised commercial distribution of a Voucher is strictly prohibited and may result in civil and/or criminal liability.
4.4 Each Voucher contains a unique reference code which can be redeemed only once. Once used, that code becomes void. Any attempt to reuse or redeem an already-used code shall be treated as fraud.
5. Cancellations, Refunds, and Complaints
5.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your Voucher purchase within 14 calendar days of receiving the confirmation email (“Cancellation Period”), provided the Voucher has not yet been redeemed.
5.2 To exercise your cancellation rights, you must notify Best Western Hotels GB in writing or by telephone using the contact details in clause 1.2. Gifted does not handle cancellation requests.
5.3 Upon valid cancellation, Best Western Hotels GB will refund the purchase amount within 14 calendar days using the original method of payment. No cash refunds will be given.
5.4 If the Voucher is redeemed before the end of the Cancellation Period, you expressly waive your right to cancellation and refund.
5.5 If the Offering is not provided as described or is unsatisfactory, the responsibility lies solely with Best Western Hotels GB. Gifted is not a party to the redemption contract and bears no liability in respect of the supply or quality of the Offering.
5.6 Refunds are processed only once. If your payment method has changed, you must liaise with your bank to recover the funds. Best Western Hotels GB will not reissue or duplicate refunds.
5.7 You have 30 days from the date the refund is issued to dispute it. After this period, the refund will be deemed a full and final settlement of all claims.
6. Responsibility for the Offering
6.1 Best Western Hotels GB is solely:
a) The seller and provider of the goods/services;
b) The party entering into the redemption contract with the Voucher Holder;
c) Responsible for any claims, liabilities, or obligations arising from the redemption or use of the Offering.
7. Gifted’s Role and Liability
7.1 Gifted acts only as a fulfilment and payment agent and is not responsible for the performance of any goods or services offered by Best Western Hotels GB.
7.2 Gifted’s liability is limited to:
a) Death or personal injury caused by its negligence;
b) Fraud or fraudulent misrepresentation;
c) Breach of implied terms under applicable consumer laws.
7.3 To the fullest extent permitted by law, Gifted excludes all liability for indirect or consequential losses and does not warrant the quality, legality, or fitness for purpose of the Offering.
7.4 Gifted’s total liability is capped at 100% of the purchase price of the Voucher, except where liability cannot legally be excluded or limited.
8. Use of the Gifted Platform
8.1 The website through which Vouchers are sold is operated by Gifted. By using this website, you agree to Gifted’s Terms of Use and Privacy Policy.
9. Data Protection and Privacy
9.1 By purchasing a Voucher, you consent to Best Western Hotels GB and Gifted processing your personal data in accordance with their respective privacy policies. This includes the sharing of relevant data with third-party payment providers such as Stripe.
10. Legal Notices and Dispute Resolution
10.1 All legal notices shall be sent:
- By Best Western Hotels GB or Gifted, to the email or postal address provided at checkout.
- By you, to the registered address of Best Western Hotels GB or Gifted as specified above.
10.2 If any provision of these Terms is found to be invalid or unenforceable, that shall not affect the validity of the remainder.
10.3 Any disputes arising from these Terms shall be governed and construed in accordance with the laws applicable to your place of residence within the United Kingdom. Exclusive jurisdiction shall lie with the courts of England and Wales, unless otherwise required by applicable consumer law.
11. Third Party Delivery
We work with a third party for our in house fulfilment and post - The Royal Mail.
Your guests may choose to have your vouchers delivered by Royal Mail Tracked 24, Royal Mail Tracked 48, Royal Mail Special Delivery Guaranteed by 1pm or International Tracked & Signed, depending upon the selection available.
Royal Mail Tracked 24 aims to deliver items the next working day, with many arriving within 1–3 working days, including Saturdays. While it offers rapid, fully tracked service (often arriving in 24 hours), it is not a guaranteed next-day service. It covers 7 days a week, with Sunday deliveries in select locations.
Royal Mail Tracked 48 generally takes 2–3 working days to deliver, with over 94% of mainland UK addresses receiving it within that timeframe. While it aims for 48-hour delivery, it is not a guaranteed next-day service.
If an order was placed prior to 1pm on a standard working day, it will be posted the same day. Orders placed after 1pm will be posted the next working day. Please note that orders placed after 1pm on a Friday will be posted out on the following Monday.
11. Hotel Specific Terms & Conditions
11.1 The below Terms and Conditions are additional and specific to the listed Best Western Hotels GB;
Best Western Annesley House Hotel - Must be pre booked in advance, subject to availability, not valid to use on existing bookings, use of voucher must be stated at the time of booking. 48-hour cancellation Policy.
Best Western Crewe Arms Hotel - A maximum of two monetary vouchers may be redeemed against any one booking or event. It may be redeemed only at Tillington Hall Hotel. It must be redeemed in full, and may not be exchanged for cash, replaced if lost and is non-transferable and non-refundable. This voucher is valid for 12 months from the day of purchase unless stated otherwise. No photocopies will be accepted. The gift voucher must be presented upon arrival when redeeming the experience. Advanced bookings are necessary and can be made by calling 01785 253531 and are subject to availability. Cancellation of a booking made against this voucher with less than the applicable cancellation notice period may render the voucher null & void. Cancellations for bedroom reservations must be made by 4pm the day prior to arrival. Vouchers cannot be redeemed within 72 hours of purchase. Valid for 12 months from voucher start date. Valid only in hotel restaurant- tray charges apply to room service. A reservation is needed prior to the voucher being redeemed. Any incidentals will be charged as taken. ID may be required to redeem this voucher. Not available to any persons under the age of 18. Please call us at your leisure to book your table and date once you have received your voucher. A booking is essential and cannot be redeemed without a reserved table. Pre booking required. Please advise any dietary requirements at the time of booking.
Subject to availability. This voucher does not have any monetary value.
Best Western Forest Hills Hotel - Available for customers aged 16 and over. Gym use is subject to a medical assessment (advised by one of our Fitness Instructors). Month membership will begin from the date the guest first uses the facilities. Guests will be issued with a Temporary Membership card
There are no restrictions on gym use subject to the medical assessment. Opening times are Monday – Friday 6.30am-10pm, Saturday & Sunday 8am-9pm.
Best Western Inverness Palace Hotel & Spa – Each voucher has a unique ID code, it can only be redeemed once, it is non-transferable & non-refundable. It cannot be exchanged for cash, change is not given for monetary vouchers, there are no partial refunds of vouchers and the voucher must be presented on arrival when redeeming the experience. Advance bookings are required, and vouchers cannot be redeemed within 72hrs of purchase. Redemption of a voucher is subject to availability. From 23-27th December & 30th Dec -2nd Jan vouchers cannot be redeemed. Cancellation of a voucher booking within 24hrs of arrival will render voucher as redeemed.
Best Western Nottingham Derby - Pre-booking required 7 days ahead of the stay date, subject to availability. Standard twin or double, can be for single or double occupancy.
Best Western Plus Nottingham City Centre - The voucher can be used for accommodation subject to availability. If the total value of the stay is greater than the Gift Voucher, the excess is the responsibility of the Voucher holder. Gift Vouchers may only be redeemed once and cannot be exchanged.
Best Western Plus Windmill Village Hotel, Golf & Leisure Club - Full pre-payment upon booking is required for all Vault 52 gin experiences. Minimum 24 hours’ advanced notice required for all gin experiences. Please note that we require at least 48 hours’ notice should you wish to cancel a Gin experience in order to receive a full refund.
Best Western Premier Mount Pleasant Hotel - All our gift vouchers feature a unique voucher number, may only be redeemed once, may not be exchanged for cash, replaced if lost and is non-transferable. Special Dietary requirements to be advised on booking.
Best Western Premier Yew Lodge Hotel & Conference Centre – 24hr Notice is required for cancelling appointments. 50% change will be made for non-cancellation of appointments. Credit Card details will be required to secure a booking. Some Spa treatments are not recommended during pregnancy or with specific medical conditions and if you are unsure, please contact us. Massages are strictly for over 16 years of age.
Best Western Queens Hotel - Voucher is valid 7 days a week, subject to availability.
Excludes Christmas and New Year and High demand dates. Advance booking required. Voucher stays must be booked 14 days in advance of stay. Valid on stays in Standard Single, Standard Twin and Standard Double rooms only.
Best Western Shrubbery Hotel - Guests must check availability with hotel. All Vouchers must be Pre-booked. Accommodation Voucher Upgrades available, subject to availability and payable at hotel. Rooms must be pre-booked in advance. Hotel has three dog friendly rooms. Dogs can go in main hotel. Guests can dine in the lounge and bar area where we allow dogs.
Best Western Sysonby Knoll Hotel - Sunday Lunch is served from 12.00pm - 1.30pm. Booking is essential. Please advise us of any dietary requirements or allergies on booking. Not available on Mothering Sunday, Easter Sunday or for Sysonby’s Christmas Special Sunday Lunch.
Best Western Tiverton Hotel - Offer subject to availability. Pre-booking prior to the day in essential. Bookings for lounge only.
BW Premier Collection Gleddoch Hotel Spa & Golf - Please note that advance booking is necessary. Please call us on Tel: 01475 540 711. The Voucher should be presented to a member of staff on arrival. This voucher is non-refundable, and no refund is available for part-use. Vouchers are valid for 6 months from date of purchase. 48 hours cancellation policy on Spa bookings
BW Signature Collection by Best Western Heywood House Hotel - Multiple vouchers may be purchased for consecutive nights. Stay dates are Sun - Thurs only and subject to availability. Advanced booking highly recommended and stay dates may be cancelled or modified 24 hours prior to check in date. Stay dates 01.11.19 - 31.03.20
BW Signature Collection by Best Western Three Ways House Hotel - Gift vouchers are valid only for the services stated, or for monetary amounts, in exchange for services of equivalent value. Non-transferable; cannot be exchanged for cash. Delivery of services subject to availability. No change or credit given. Services must be pre-booked, and the original voucher/email surrendered prsior to take up of the service. The unique code may only be redeemed once. Lost, stolen or destroyed gift vouchers will not be replaced or refunded. The voucher will not be redeemed after the expiry date. Cancellation within 48 hours of a booking renders voucher null and void.
