Booking Terms & Conditions
TERMS & CONDITIONS OF USE
ONGROUND Holding UK Ltd. and the respective legal entities operating the individual sleep lounges [herein after referred to as ‘sleep ’n fly’, or Lounge(s)] reserve the right to change the Terms & Conditions of Use, including the Disclaimer Notice, at any time without prior notice. In the event that any changes are made, the revised Terms & Conditions shall be posted on the website and displayed at the Sleep Lounge reception. Please check the latest information posted herein to inform yourself of any changes. For the purposes of these Terms & Conditions of Use any reference to "we", "us" and "our" is to ONGROUND Hospitality LLC for all sleep ’n fly lounges at Dubai International Airport, and OGH Gulf Hospitality WLL respectively for Doha Hamad International Airport.
OUR SLEEP LOUNGES
By using any sleep ’n fly Sleep Lounge including its Sleep Pods or Cabins and their related services you [the ‘Guest’] are accepting all of the following Terms & Conditions.
sleep ‘n fly at Dubai International Airport (DXB), Concourses A, B, C and D, and sleep ‘n fly at Doha Hamad International Airport (DOH), are Lounges dedicated to sleep, but they are not a hotel. The Igloo Sleep Pods, Egg Sleep Pods and FlexiSuite Pods (not rooms) accommodate one (1) Guest, whereas our YAWN Lite Cabins can accommodate up to two (2) Guests and the YAWN Double Cabins have space for maximum two (2) Guests and a child of up to approximately seven (7) years (or maximum 115 cm in height) in a separate pull-out bed. The YAWN Bunk Cabins can accommodate two (2) Guests, and it is strongly advised that children should not make use of the top bunk bed unless supervised. sleep ’n fly shall not be held responsible for any injuries incurred as a result of improper use.
The Sleep Lounges are available for the use of passengers travelling to, from or through Dubai International Airport (DXB) and Doha Hamad International Airport (DOH) respectively. Young and teenage Guests up to 18 years of age can use their own Sleep Pod or Cabin, but must be accompanied by a guardian or adult Guest who accepts these Terms & Conditions on behalf of the minor. For babies and young children up to 115 cm in height traveling with one or two adult Guests we recommend the use of a special children's pull-out bed (125 x 50 cm) inside each of our YAWN Double Cabins.
The Sleep Lounges may be monitored by CCTV and, by their presence, our Guests grant permission for the potential recording of any CCTV footage.
Lounge Guests are charged for the use of a Sleep Pod/Cabin based on set hourly rates for the desired number of hours usage by paying through their valid credit card, or in cash in accepted currencies (local currency, US$, AU$, EUR, GBP) at the reception counter. In case of accepted currencies cash payment at reception, all change given will be in local currency only. Pre-bookings through our website www.sleep-n-fly.com will be invoiced in US$ only, payable via credit card through our respective online payment gateways, or PayPal (DXB only).
In-house Guests deciding to shorten the duration of their stay at the Lounge, or any such request received outside the free cancellation period in case of pre-bookings, does not entitle the Guest to any refund, pro rata or otherwise.
CANCELLATION POLICY AND REFUNDS TERMS & CONDITIONS FOR ADVANCE ONLINE RESERVATIONS OR PRE-BOOKINGS AT OUR RECEPTION COUNTER
We offer full refund until two (2) calendar days prior to scheduled check-in date. Any refunds will be done only through the original mode of payment. Please allow for up to 6-8 weeks for the refund transfer to be completed. There is no refund in case of later cancellations or in case of no-show. Example: If you have a reservation for check-in at 01:30 on 10 December, you can cancel free of charge until 23:59 local time on 7 December. Unless you notify our Lounge team about a potential or actual delay of your flight we only hold your Pod/Cabin for one (1) hour from scheduled check-in time, after that we consider you no-show and release all accommodation held without any refund. Cancellations received more than 180 days after payment incur additional third-party charges by PayPal beyond our control.
We reserve the right to do random checks of credit card verifications in order to minimise online fraud. In case you are making an online reservation on behalf of somebody else and you will not be part of the travelling party, we may require you to provide us with a scan via email of proof of address, as well as a copy of your credit card and/or a recent statement.
We welcome all Guests to our Sleep Lounges and require that the privacy and rest of other Guests is respected at all times and not unduly disturbed. Guests who repeatedly breach these Terms & Conditions and codes of conduct will be asked to leave the Lounge, their booking treated as a last-minute cancellation and will therefore not be eligible for refund.
Considering sleep ‘n fly are Sleep Lounges, we strongly discourage the consumption of food and beverage items of any kind, particularly inside the Pods and Cabins. The consumption of alcoholic beverages or stimulants, as well as food or beverage items emitting strong odours of any kind, or their packaging causing audible disturbance to other Guests, are strictly prohibited throughout the Lounge at all times. We reserve the right to demand immediate check-out from the Lounge premises (without any refund or compensation) in case a Guest is intoxicated, showing unruly behaviour, or causing intolerable levels of disturbance towards other Guests and/or Lounge staff.
We operate our Lounges as quiet zones and expect our Guests to keep noise levels to the bare minimum; this includes mobile phones on silent mode, and any telephone conversations to be conducted outside Lounge premises in the airport’s public areas. Guests with babies and/or small children who are unsettled, agitated, upset or overly excited are kindly requested to take the baby/child out of the Sleep Lounge until they are ready to sleep, so as not to disturb other Guests throughout the Lounge premises.
Our Cabins and FlexiSuite Pods have been soundproofed as much as possible but given the nature of our Lounge concept and design even inside the Cabins and Pods we kindly request sound levels to be kept to the minimum. Time spent outside the Lounge as a result of disturbances or unacceptable behaviour by the Guest or the Guest’s party is included in the original booking period. Any additional hours / sleep time requested in the Lounge must be booked with reception, subject to availability, payment and Lounge staff discretion
FACILITIES & AMENITIES
There are no WCs inside our Lounges at Dubai International Airport (DXB), Concourses A, C, and D, and the Lounge at Doha Hamad International Airport (DOH) respectively, however Guests can use the conveniently located nearby airport facilities free of charge. Our Lounge at Dubai International Airport (DXB), Concourse D does have its own showers, and all in-house Guests are entitled to a preferential rate in case they wish to use the showers. Our Lounge at Dubai International Airport (DXB), Concourse B has its own WCs and showers, and all in-house Guests at any DXB Lounge are entitled to a preferential rate in case they wish to use the Lounge showers at Concourse B.
ARRIVAL & DEPARTURE
Under all circumstances it is the sole responsibility of the Guest to ensure timely arrival at their next flight’s departure gate. Without any disruption(s) the time required to reach the furthest away gate within the same terminal/directly connected concourses from any Lounge may be 45-60 minutes for an able-bodied adult person, and above one (1) hour in case a terminal/concourse change may be required by means of airside shuttle bus, train or equivalent. Our Lounge staff will try to assist our Guests in determining the maximum feasible stay with us considering the departure time of the Guest’s next flight, but the ultimate decision as when to check-out from the Lounge and proceed to the departure gate lies entirely with the Guest. Under no circumstances can we or our respective Lounge staff be held responsible in any way for wrong, lack of, misunderstood or misinterpreted information pertaining to onward travel, and any negative and/or financial consequences to the Guest as a result of it.
We cannot be held responsible for:
a) Guests missing their flight/s for whatever reason including failure of Lounge staff to provide our complimentary wake-up service.
b) Damage, loss or theft of Guests’ personal belongings anywhere inside or outside the Lounge premises.
c) Guests missing the representative for their pre-booked Meet & Greet service when entering the airport building.
d) In case of injury to persons, or damage to or loss of possessions whilst using the Lounge, the Guest indemnifies us against any claims which may be brought against us.