Last Updated 10/01/2026

1. Introduction

Welcome to the official Mena Knows Terms and Conditions. Please review the following policies carefully before becoming a member or using our services.

2. Membership Overview

Mena Knows offers exclusive membership-based access to best available hotel rates and booking management services. Membership fees are payable in advance and are non-transferable.

3. Membership Types and Payments

Mena Knows offers the following membership options:

• Founding (Annual) Member — by invitation only.

• Lounge (Annual) Membership

• Corporate (Annual) Membership

Membership fees are processed securely via Stripe.

All fees are charged in GBP (£).

Membership activates on the date of successful payment.

4. Annual Membership Cooling-Off Policy

4.1 New annual members are entitled to a 14-day cooling-off period from the date of membership payment. During this period, if no hotel booking request has been submitted and no hotel booking has been confirmed, the member may cancel and receive a full refund of the membership fee.

4.2 Where an annual membership renews, a 14-day renewal cooling-off period shall apply from the date payment is taken. During this period, if no hotel booking request has been submitted and no hotel booking has been confirmed, the member may cancel and receive a full refund of the renewal payment.

4.3 Where a member has submitted a hotel booking request or holds any confirmed hotel booking, whether paid or unpaid, the membership shall be deemed activated and the cooling-off right shall no longer apply.

5. Annual Membership Activation

5.1 A membership is activated when a member submits a hotel booking request or renews an annual membership.

5.2 Once activated, the standard full refund right under the cooling-off policy no longer applies.

6. Annual Membership Cancellation After Activation

6.1 Where a Founding or Lounge Member cancels their membership after activation, no refund of membership fees shall be due.

6.2 For the avoidance of doubt, once a membership has been activated in accordance with Clause 5, the statutory cooling-off right no longer applies.

7. Annual Membership Renewal

7.1 Founding and Lounge Members are enrolled in an automatic annual renewal system to ensure uninterrupted access to Mena Knows services and privileges.

7.2 The renewal charge will be processed automatically with not less than 7 days’ written notice unless the member notifies Mena Knows of their intention to cancel at least 7 days prior to their renewal date.

7.3 A renewal cooling-off period of 14 days shall apply in accordance with Clause 4. 

7.4 Founding Members retain their lifetime discounted rate provided they maintain uninterrupted consecutive renewals.

7.5 If a renewal payment fails, Mena Knows will attempt to contact the member to update their payment method. If payment is not received within 7 days of the renewal date, the membership will be suspended.

7.6 Refunds for renewed memberships are subject to these Terms.

Effect of Cancelling a Membership Renewal on Existing Bookings

7.7 Upon cancellation or non-renewal of a membership any hotel booking that has not been paid in full by the applicable payment deadline shall be cancelled immediately.

7.8 Hotel bookings that have been paid in full and confirmed prior to cancellation shall remain valid and proceed under the hotel’s own terms.

7.9 Mena Knows’ obligations following membership cancellation are limited to reservation verification and check-in assistance. Ongoing member services, booking amendments, or new booking requests are not available unless membership is reinstated.

8. Voyage Trial

8.1 A Voyage Trial is offered solely to travellers considering an annual Mena Knows membership.

8.2 Each Voyage Trial permits one hotel booking only. Minimum stay: 3 nights.

8.3 A fixed, non-refundable trial fee (Per room) and a standard non-refundable 5% hotel payment processing fee apply to all Voyage Trial bookings.

8.4 Voyage Trial bookings require full payment of the hotel stay at the time of booking, including where the hotel offers free cancellation.

8.5 Where a Voyage Trial booking is cancelled within the hotel’s applicable free cancellation period, hotel charges will be refunded strictly in accordance with the hotel’s cancellation policy. The trial fee and payment processing fee shall remain non-refundable.

8.6 Where a Voyage Trial booking is cancelled after the hotel’s free cancellation deadline, or in the event of a no-show, hotel charges will apply in accordance with the hotel’s cancellation or no-show policy, which may include a charge of one night’s stay or up to 100% of the booking value. In all such cases, the trial fee and the payment processing fee shall remain non-refundable.

8.7 Only one Voyage Trial is permitted per household.

9. Hotel Booking Policy

9.1 All hotel bookings are subject to the individual hotel’s cancellation and no-show policies, which will be communicated clearly prior to booking confirmation.

9.2 Refunds: If a booking is cancelled after the hotel’s free cancellation deadline, no refunds or credits can be issued by Mena Knows. For legal reasons, hotels can only review exceptional refund requests submitted by the cardholder or travel insurance provider. 

9.3 No-show penalties (typically equivalent to one night or 100% stay fee) are enforced according to each hotel’s policy. Each member will be notified of this penalty prior to booking confirmation.

9.4 All booking change requests are subject to hotel availability, rate fluctuations, and applicable policies set by the property. In the event that the member requests changes to an existing booking — including, but not limited to, modifying travel dates, adding guests, upgrading room categories, or requesting additional rooms — Mena Knows cannot guarantee the original quoted rate will be maintained. 

9.5 Additional coordination or service charges may apply at the discretion of Mena Knows based on the nature of the request. All such amendment requests must be submitted no later than seven (7) working days prior to the free cancellation deadline. Requests made beyond this period may not be accepted or fulfilled.

9.6 Hotel bookings are confirmed upon the member’s acceptance of the quoted rate. Full room booking payment must be completed via the designated payment link 7 days before the hotel’s free cancellation deadline. Mena Knows will issue scheduled reminders and provide payment links to facilitate timely settlement. Failure to respond to our written reminders (WhatsApp, SMS, Email) will result in booking cancellation due to non-payment. 

9.7 A non-refundable 5% booking fee is applied to every hotel booking invoice. This fee covers administrative handling, payment processing costs, and covers admin for last-minute cancellations or no-shows.

9.8 Mena Knows memberships are designed for individual use. Each booking request covers one hotel room per member per stay.

Additional rooms are subject to the following conditions:

9.9 Founding, Lounge and Corporate Pro Members may request one additional room per booking at no extra charge, provided they are the main guest and both rooms are part of the same stay.

9.10 Voyage and Corporate Light Members may request additional rooms, each subject to a non-refundable £120 booking coordination fee per room.

9.11 All extra room requests must be made at the time of the original quote request. Requests submitted later will be treated as a new booking and subject to current availability, booking fees and pricing. All requests must be received 7 days before the free cancellation deadline.

10. Hotel Room Quote Validity

10.1 All hotel room quotes provided by Mena Knows are valid for 1 hour from the time of issuance, unless otherwise specified.

10.2 Due to the dynamic nature of hotel availability and pricing, rates and room availability are subject to change without notice after the 1 hour validity period.

10.3 If a quote expires, Mena Knows will re-check the latest available rates upon your request and issue a new quote based on the current availability.

10.4 Mena Knows cannot guarantee the same rate, room type, or cancellation conditions after the initial quote has expired.

11. Price Match Policy

At Mena Knows, we are committed to offering our members the most competitive best available hotel rates. If you find a publicly available rate that is lower than the MENA Knows quote — for the same hotel, room type, stay dates, guest conditions, and cancellation policy — within 1 hour of receiving our quote, we will do our best to match it, subject to the conditions below.

Price matches are offered at our discretion and are dependent on availability through our booking networks. In certain cases, matched bookings may incur an administration surcharge to cover fulfilment costs.

Please note: The lower rate must be verifiable and publicly accessible at the time of your request, and must come from a reputable online booking platform.  Loyalty, corporate, government, or member-only rates do not qualify.

Conditions for Price Match Requests:

11.1 The rate must be publicly available and verifiable at the time the request is submitted.

11.2 The rate must be for the exact same hotel, room category, occupancy, stay dates, cancellation policy, and included amenities.

11.3 The price match request must be submitted prior to confirming the booking and making payment.

11.4 Screenshots must clearly show the rate, room type, booking conditions, date of screen capture, and time.

11.5 Rates found on dynamic pricing platforms (where availability or price fluctuates rapidly) may not qualify.

11.6 Price match is offered at Mena Knows’ sole discretion and subject to verification.

11.7 Once a booking is confirmed, retroactive price match requests are not accepted.

12. Post-Check-In Responsibility

12.1 Mena Knows provides booking services up to and including hotel check-in.

12.2 After check-in, the hotel is solely responsible for the quality and fulfilment of the guest’s stay.

12.3 Should any booking issues arise at check-in (incorrect room type, paid requests not met), Mena Knows will assist in resolving them promptly.

13. Referral Program Terms

13.1 Founding Members earn one free month of membership for each successful Lounge Membership referral.

13.2 Lounge Members (Paying Annually) earn £50 credit voucher per successful Lounge Membership referral.

13.3 Lounge Members (Paying Monthly) earn £25 credit voucher per successful Lounge Membership referral.

13.4 Referral credits are awarded once the referred member successfully joins and makes their first booking request.

13.5 Referral credits are applied automatically to the referring member’s next membership renewal or upcoming membership fee. Referral credits may not be redeemed against hotel bookings, booking fees, or third-party charges and have no cash value.

14. Third-Party Service Providers

Third-party services are available exclusively to Founding and Lounge (Annual Paying) Members.

14.1 Service requests may be made only after a hotel booking has been confirmed. All requests must be submitted at least 7 working days prior to check-in to allow proper coordination.  

14.2 Mena Knows acts solely as an independent facilitator and is not affiliated with or responsible for the performance of any third-party service providers recommended to Members. 

14.3 Mena Knows does not act as an agent, partner, or joint venturer, nor does it own, control, manage, or operate any supplier, hotel, restaurant, transportation company, theater, or other service establishment engaged to provide Member services. 

14.4 Airport chauffeur services arranged through our platform are provided exclusively for transfers to and from the Member’s confirmed hotel. Pick-up and drop-off are limited to the hotel premises. For travel beyond this scope, Members may independently book with our official transfer partner, Blacklane APP. 

14.5 Other Exclusive Hotel Services: Any additional arrangements made through our platform—including, but not limited to, hair, beauty, or wellness appointments—are available only at the Member’s designated hotel. Mena Knows cannot arrange or confirm services at any other address or external location.

15. Service Limitations

Mena Knows acts as an independent luxury hotel booking facilitator. We compare publicly available rates, official hotel sites, and select supplier channels to find the best flexible option for your needs. Hotel availability and pricing are subject to real-time fluctuations.

16. Disclaimers

16.1 Mena Knows is not liable for changes in hotel availability, cancellation policies, or external factors (such as acts of God, strikes, or political disturbances) affecting travel.

16.2 Mena Knows cannot guarantee upgrades, early check-ins, late check-outs or specific room assignments, although all reasonable efforts are made to accommodate special requests.

16.3 Mena Knows is not affiliated with any of the third-party service providers or partners introduced to members. We simply facilitate introductions. All bookings and payments for such services are made directly between the member and the provider unless otherwise agreed. If Mena Knows assists in coordinating or handling the booking on your behalf, a fixed non-refundable 5% booking fee applies.

17. Changes to Membership or Terms

Mena Knows reserves the right to adjust membership pricing, terms, or benefits. You will be notified of any changes prior to implementation.

18. Contact Information

For any questions or support, please contact:

hi@menaknows.com

WhatsApp: +44 333 772 4182