Last Updated 30/07/2026

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 covers one hotel quote and booking request for a single destination and confirmed dates.

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 The Voyage Trial is valid for a period of fourteen (14) days. If no hotel booking request is submitted within this period, the trial shall automatically expire and may not be reactivated.

8.8 Only one Voyage Trial is permitted per household.

8.9 A minimum stay of 3 nights is required.

9. Hotel Booking Policy

9.1 Hotel booking terms

All hotel bookings arranged by Mena Knows are subject to the applicable cancellation, amendment, payment, prepayment, no-show and other booking terms imposed by the relevant hotel and/or third-party supplier at the time of booking. Such terms shall be communicated to the member prior to booking confirmation, insofar as made available to Mena Knows by the relevant hotel and/or supplier.

9.2 Booking confirmation and payment  

A hotel booking shall only be treated as confirmed once the member has accepted the quoted rate and all required payment has been received in full through the designated payment method within the relevant deadline. Until such confirmation and payment have been completed, no room, rate, cancellation condition or availability shall be guaranteed.

9.3 Room Quote validity  

All hotel quotes are valid for 1 hour from the time of issue, unless otherwise stated. Due to the dynamic nature of hotel availability and pricing, rates, room categories, inclusions and cancellation terms may change at any time after the quote validity period has expired, and Mena Knows shall not be liable for such changes.

9.4 Free cancellation period  

Where a booking is cancelled within the applicable free cancellation period, any refund due shall be subject to the hotel’s and/or supplier’s terms and the successful return or reversal of funds by the relevant payment processor. Mena Knows shall use reasonable efforts to facilitate the cancellation and refund process but does not warrant any particular processing timeframe.

9.5 Cancellation after the free cancellation deadline  

If a booking is cancelled after the expiry of the applicable free cancellation period, any refund, credit, waiver or amendment shall be entirely subject to the hotel’s and/or supplier’s written approval. Mena Knows does not guarantee that any refund, credit or waiver will be available once the free cancellation deadline has passed.

9.6 Refund processing  

Where a refund is approved by the hotel and/or supplier, Mena Knows shall process or pass through such refund only once the relevant funds have been received as cleared funds from the hotel, supplier and/or payment processor. Unless otherwise agreed in writing, any refund shall be made to the original payer using the original payment method.

9.7 Non-refundable fees  

Any booking fee, coordination fee, administration fee, amendment fee, service charge or similar fee charged by Mena Knows in connection with the sourcing, administration, coordination or amendment of a hotel booking shall be non-refundable unless expressly stated otherwise in writing. For the avoidance of doubt, any refund approved by the hotel and/or supplier may exclude such fees.

9.8 Illness and insurance claims  

If the guest is unable to travel due to illness, injury or any other event that may be covered by travel insurance, the member must notify Mena Knows as soon as reasonably practicable so that a cancellation or amendment request may be submitted to the relevant hotel and/or supplier. Any decision regarding refund, credit or waiver shall remain entirely subject to the hotel’s and/or supplier’s terms and approval.

Any travel insurance claim must be made directly by the member or guest to the relevant insurer. Mena Knows is not an insurer, does not provide insurance cover, and shall have no responsibility for assessing cover, handling claims, determining eligibility or guaranteeing reimbursement under any insurance policy, although reasonable booking documentation may be provided upon request.

9.9 Payment deadline and release of room  

If a hotel booking has not been paid by the stated payment deadline, the hotel, supplier or booking channel may cancel or release the room automatically and without further notice. Any payment reminders issued by Mena Knows are provided as a courtesy only, and Mena Knows shall not be liable for any cancellation, rate change, loss of availability or other loss arising from the member’s failure to complete payment by the required deadline.

9.10 Booking amendments  

Any request to amend an existing booking, including changes to travel dates, occupancy, guest names, room categories, additional rooms or special requests, shall be subject to hotel and/or supplier availability, prevailing rates and applicable terms at the time the amendment is requested. Mena Knows does not guarantee that the original rate, room type or cancellation terms will remain available following any requested amendment.

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.

9.11 Amendment timing  

Amendment requests must be submitted no later than seven (7) working days prior to the free cancellation deadline, unless otherwise agreed in writing by Mena Knows. Requests submitted after that time may be declined or may not be capable of being actioned due to supplier or hotel restrictions.

9.12 No-show and late cancellation charges  

No-show charges, late cancellation charges and any other penalties imposed by the relevant hotel and/or supplier shall remain the responsibility of the member or guest where incurred in accordance with the applicable booking terms. Mena Knows shall not be liable for such charges where they result from the member’s or guest’s failure to cancel within the permitted timeframe, failure to travel, failure to check in, or failure to comply with the applicable booking conditions.

9.13 Booking extra rooms

Founding Members, Lounge Annual Members and Corporate Pro Members shall be entitled to request one additional room per booking at no additional charge, provided that the member is the main guest and both rooms are booked for the same stay. Any further additional rooms shall be subject to an extra fee per room and any other applicable hotel, supplier or administrative charges. All additional room requests are subject to availability, prevailing rates, and confirmation by Mena Knows in writing.

9.14 Booking facilitator status 

Mena Knows acts as an independent booking facilitator in relation to hotel reservations and does not own, operate or control the relevant hotel or accommodation provider. Accordingly, Mena Knows shall not be liable for any act, omission, refusal, delay, cancellation decision, refund refusal, operational issue or policy enforcement by the hotel and/or supplier, save to the extent caused directly by Mena Knows’ own negligence or wilful default.

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.

Loyalty, corporate, government, or member-only rates do not qualify.

Conditions for Price Match Requests:

11.1 Requests must be submitted within one (1) hour of the Mena Knows quote and before booking confirmation.

11.2 The lower rate must be available on the hotel’s official website at the time of review.

11.3 The member must provide a screenshot showing the lower rate, room category, stay dates, cancellation policy, and the date and time of the search.

11.4 All requests are subject to verification and the sole discretion of Mena Knows.

11.5 No price match request will be accepted after booking confirmation.

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