Terms & Conditions.

Last Updated 05/07/2025

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.

Members may select from annual to flexible monthly plans.

Membership fees are payable in advance via secure payment gateway (Stripe) and are non-transferable.

3. Membership Types and Payments

MENA Knows offers three membership options:

  • Muassis (Founding Annual Member — by invitation only)

  • Dewaniya (Lounge Annual Membership)

  • Rihla (Voyage Monthly Membership)

Membership fees are processed securely via Stripe.

All fees are charged in GBP (£).

Membership activates on the date of successful payment.

4. Membership Cooling-Off Policy

  • New annual members are entitled to a 14-day cooling-off period from the date of membership payment.

  • If no hotel booking request has been made within this 14-day period, the member may cancel and receive a full refund.

5. Activation of Membership

  • Once a member submits a hotel booking request (whether or not the hotel booking is confirmed), their membership is considered activated.

  • Activation voids the standard full refund under the cooling-off policy, subject to applicable cancellation fees.

6. Membership Cancellation After Activation

If an Annual Founding Member (Muassis) or Annual Lounge Member (Dewaniya) cancels their membership after activation (i.e., after submitting a booking request), the following fees apply:

A- Administration Fee £120

B- Minimum Booking Fee £500

  • Total cancellation adjustment: £620.

  • The remaining membership balance (if any) will be refunded after these adjustments.

7. Monthly (Rihla) Voyage Member Cancellation

  • Members may cancel at any time with 30 days’ notice.

  • No refunds are issued for fees already billed.

  • A 90-day rejoining restriction applies from the effective cancellation date.

8. Membership Renewal

  • Founding Members (Muassis) and Annual Lounge Members (Dewaniya) are enrolled in an automatic annual renewal system to ensure uninterrupted access to MENA Knows services and privileges.

  • The renewal charge will be processed automatically (Giving 7 days written notice) using the payment method on file unless the member notifies MENA Knows of their intention to cancel at least 7 days prior to their renewal date.

  • Founding Members (Muassis) retain their original discounted rate provided they maintain uninterrupted consecutive renewals.

  • 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.

  • Refunds for renewed memberships are not guaranteed and are subject to MENA Knows’ discretion.

9. Hotel Booking Policy

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

  • If a booking is cancelled after the hotel’s own cancellation deadline, no refunds or credits can be issued by MENA Knows.

  • No-show penalties (typically equivalent to one night or 100% stay fee) are enforced according to each hotel’s policy.

  • 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.

    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 scheduled check-in date. Requests made beyond this period may not be accepted or fulfilled.

  • Hotel bookings are secured upon the member’s confirmation of the quoted rate. Full payment must be completed via the designated payment link before the hotel’s free cancellation deadline. MENA Knows will issue scheduled reminders and provide payment links to facilitate timely settlement. We will remind you of hotel booking payments 14, 7 and 2 days before it will be automatically canceled by the hotel. It is not our responsibility if you fail to respond to our written reminders (WhatsApp, SMS,Email) and the room is cancelled by the hotel due to non-payment. 

  • 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.

  • 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:

    Muassis (Founding) 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.

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

    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 check-in.

  • Rihla (Monthly) members may request one hotel booking and up to two rate comparisons per calendar month. Additional requests beyond this limit will be subject to a non-refundable £120 booking fee each or require an upgrade to an annual membership.

10. Hotel Room Quote Validity

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

  • 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.

  • 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.

  • 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 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:

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

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

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

  • Screenshots must clearly show the rate, room type, booking conditions, date, and time.

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

    Important Notes:

  • Price match is offered at MENA Knows’ sole discretion and subject to verification.

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

12. Post-Check-In Responsibility

  • MENA Knows provides booking services up to and including hotel check-in.

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

  • 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

  • Founding Members (Muassis) earn one free month of membership for each successful annual membership referral.

  • Dewaniya Members (Paying Annually) earn £50 booking credit per successful annual referral.

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

  • Referral credits must be used in accordance with MENA Knows’ booking and redemption policies.

  • Only one £50 booking credit may be applied per hotel booking.

14. Third-Party Service Providers

MENA Knows is not affiliated with, nor liable for, the performance of any third-party service providers recommended to members. All service requests must be submitted at least 7 days prior to check-in to ensure proper coordination.

15. Service Limitations

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

16. Disclaimers

  • 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.

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

  • 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 7388 844038