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The event is going ahead but you or your guests have tested positive for Covid-19 and cannot attend the event.

Unfortunately, if the event is going ahead and you and/or your guests cannot attend, Imperial is unable to refund or transfer the booking, as the booking is being delivered. However, if you inform Imperial asap, we will try our best to have the guest names updated on tickets with the venue or venues.

My invoice, why does it show the full value of payments made and due?

Your invoice shows the full value of the booking including service charge and any VAT. You can easily download a copy of your invoice and contract, by clicking on the booking and then download invoice and contract.

When are payments due?

Standard Payment terms are: • 10% of the total value within 7 days • 40% of the total value 7 days from the date of booking • 50% of the total value balance must be paid no later than 12 weeks before your event date.

How do I pay overdue and due amounts?

Payments can be made by bank transfer, full bank details can be found on your invoice.

I want to cancel my booking

It's a shame you want to cancel! You must notify Imperial of this in writing. Your contract will end immediately upon our receipt of your notification, and 100% of the price will become immediately due and payable, less any amounts you have already paid to Imperial.

Can I have a statement of accounts?

You can see full details of your current bookings and values on the main dashboard screen and booking screen.

I want to change my company details to a different company, can I?

Of course! This request needs to be in writing from a Director of the current company before we can action. Please submit this request through booking details, change request and other.

I have bought the event as a gift, can I have an electronic gift voucher?

Sure! This can be done through the client portal. Requests can be made up to 4 weeks prior to the contracted event date.

I have bought the event to use as a prize. Is there anything I should be aware of ?

A few things. The event information will go to your contracted ticket address and under your contracted name. Should you want this changing into the winner's ticket address with a FAO, this can be done through the client portal. Please submit this request through Booking Details & Change Request. You can update the ticket address for each booking. Ticket address changes can be made up to 2 weeks prior to the contracted event date. Please ensure the prize giving is well in advance of any guest submission deadlines. This is especially pertinent for passport submission. Each deadline is stated on the GIG. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

How will the events team contact me before and during the event?

The Event & Operations department will use your contracted contact details as per your EchoSign contract. Please ensure there is a mobile number should the team need to call you on the event. This can be viewed through the client portal listed under Profile or clicking on any blue booking reference, which take you to Company Details.

How do I change my contact details for the event?

You can do this through the client portal. Just submit this request through booking details & change request. You can update the ticket address, invoice address and land and mobile number for each booking. Ticket address changes can be made up to 2 weeks prior to the contracted event date.

Who do I contact on the day of the event?

Every event has an Imperial Event Manager. The contact details including an event mobile number for use on the day will be found in your final event pack. Unfortuntaly, the event and operations team cannot be in attendance at every event!

What event information will I receive and when?

Your Account Manager will instruct the Administration team to generate a contract by Echosign. This includes terms & conditions, invoice, event summary sheet and guest information grid. An updated event summary sheet will be available through the client portal approximately 4 months prior to the event, if applicable. Final event accreditation, will be sent approximately 1 week prior to the event to your contracted contact details. These can be viewed and updated through the client portal.

What is an ESS?

An Event Summary Sheet (ESS) acts as a snap shot of the event. The ESS is attached at time of contract. A second ESS can be sent approximately 4 months prior to the event which includes additional or updated event information. The ESS will always be referred to as provisional by the Event & Operations department. This can be viewed through the client portal by clicking on any booking reference that is blue, which takes you to booking details. The Echosign contract including the original ESS can be viewed and downloaded.

What is a GIG ?

A guest information grid (GIG) allows the host to inform the Event Manager of anything you feel we should know about your guests in advance of the event deadline e.g. nut allergy or wheelchair user. Each deadline is stated and ranges from 72 hours to 4 months prior to each event. This will depend on the type of event and how close to the event you book. The GIG is also used for hosts to confirm rooming lists, if your event included accommodation and passport details if the event includes a travel element. The passport details or API are used to compile a flight manifest for the carrier. Your seats on the flight are reserved on this basis. It is the host, who is responsible for submitting these details and must match the guest's passports. The events team will only accept passport details submitted in this format. A photograph of a passport will not be accepted. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

What is Final Event Accreditation?

This term is used to describe the final event information which you will receive approximately 1 week prior to the event. It can include the final event itinerary, tickets, swing badges, maps, directions & the contact details of the Event Manager. This can be electronic, physical or a combination. It will be despatched using your contracted contact details. Any event information prior to this point is classified as provisional. You must ensure you and your guests have received and read all the information included in your final event pack. This information can be viewed and downloaded through the client portal. The Download Section is found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

What event document is the most important for me and my guests?

The final event accreditation which is despatched approximately 1 week prior to an event will have the confirmed and essential information about the event. Any information up to this point is strictly provisional. You must ensure you and your guests have received and read all the information included in your final event pack which shows confirmed event detail. This information can be viewed and downloaded through the client portal. The Download Section is found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

What will the physical final event information look like when it arrives?

Physical final event information will arrive in a Royal Mail Special Delivery silver plastic pouch. A signature will be required.

Can you to send the tickets to my guests ?

Unfortunatley, this isn't possible. The final event accreditation will be sent to your contracted contact details. These can be viewed and updated through the client portal. Please submit this request through booking details & change request.

Can you to send invites out to my guests ?

Unfortunately, we can't do this. Many hosts use the Event Summary Sheets as part of this process. The original is located in your Echosign contract which you can view through the client portal, by clicking on any booking reference that is blue, which takes you to booking details. Updated versions are located in the Download Section, found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

Can I change my guest information ?

Sure! This can be done through the client portal in advance of any deadline stated. You can save guest information as you receive it from your guests and have the option for a final submission. This information will be shared with the venues catering team, hotel or airline etc. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG. Green Save Details & Submit Final Details buttons are located here.

I have booked travel/accommodation based on previous event details but the final event accreditation is different. What should I do?

Any additional arrangement you make for yourself or your guests should be done on a flexible basis, on the understanding that all event information is provisional up until the final event packs are despatched. This is approximately 1 week prior to the event. The latest event information available can be viewed and downloaded through the client portal. The Download Section is found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

When will I receive my tickets?

Final event accreditation including tickets will be despatched approximately one week prior to the contracted event date. This can be by one or more of the below methods: 1) Royal Mail Special Delivery service, where a signature will be required 2) Contracted email address 3) Ticket collection in resort for an overseas event 4) Client portal. The method will be confirmed by the Event Manager.

Can I change my physical ticket address?

This can be done through the client portal. Use the "Ticket address update" option on the dashboard. You can update the ticket address for each booking or all of your bookings. Ticket address changes can be made up to 2 weeks prior to the contracted event date.

My contracted ticket address is not in the UK, will this be a problem?

Unfortunately, this will be an issue. Final event accreditation, if not electronic, will only be sent to a UK address using Royal Mail Special Delivery signed for service. Please use the client portal to supply Imperial with a UK address for Royal Mail. This can be done through the client portal. Please submit this request through booking details & change request. You can update the ticket address for each booking. Ticket address changes can be made up to 2 weeks prior to the contracted event date.

Where will you send my tickets?

Physical final event accreditation will be sent to your contracted ticket address. You can check and update the ticket address through the client portal, using booking details & change request. You can update the ticket address for each booking. Ticket address changes can be made up to 2 weeks prior to the contracted event date. Electronic final event accreditation will be sent to your contracted email address or through the client portal. This can be viewed and downloaded through the client portal. The Download Section is found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

You have sent my tickets to the wrong postal address, what do I do?

Final event accreditation is sent by Royal Mail Special Delivery signed for service, to the ticket address specified on your Echosign contract. If this does happen, you will have to arrange redelivery with Royal Mail. Please ensure you check which ticket address is showing when you receive a contract by EchoSign. If you want to update your ticket address this can be viewed and updated through the client portal. Please amend through booking details & change request. You can update the ticket address for each booking. Ticket address changes can be made up to 2 weeks prior to the contracted event date.

How do I let you know about my guests special requirements?

It is the host's responsibility to ask each guest if they have any special requirements and inform the Event Manger. The events team only need to know if any of your invited guests have special assistance needs or allergens. A guest information grid is available for every event on the client portal along with a submission deadline. Please view through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

My guest has just told me they have a dietary requirement. What should I do?

Your guest should make the server aware when allergens are checked on the day. However if this is left until last minute, the catering team may not be able to offer an alternative, so make sure to inform us asap.

How will I know if I have been allocated the window table my Account Manager promised me?

Unfortunately, this cannot be guaranteed as tables are allocated on site., but your Account Manager should note such requests in the special requirements section of your contract. This can be viewed through the client portal.

My guest wants to bring their child to the event, what should I say and do Imperial need to know?

Yes please. Each event has different regulations which the Event Manager can advise you on. Typically, corporate hospitality is an adult environment and not suitable for children. The venue must consider the comfort and enjoyment of all guests. Should the venue allow children, each individual will require a ticket from your booking. The age of the child must be submitted to ascertain additional requirements e.g. highchair. Events including a travel element will require additional considerations. Many airlines will only allow equipment that has been certified by international aviation regulators (the EASA and FAA) such as baby car seats, to be used on-board. Please notify the Event Manager by submitting the GIG. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

My guest wants to watch a different sport on the TV screens in the hospitality facility.

The monitors do not work independently and are controlled by a central AV team at the venue. The screens will only show what is licensed so this may not be possible on the day! Requests to change what is viewed, will not be considered by the venue. Guests will be asked to turn off any electrical devices in the facility used to view any other sporting event.

Can I bring my own place setting?

Of course. If you have a private hospitality table and want to preallocate your table you are welcome to do so. You will not be allowed into the facility any earlier to do this though. Please ensure you arrive before your guests on the day to organise this.

Can I bring my own company branding to the hospitality facility?

We can't allow that - sorry.

Can I bring my own cake to the hospitality facility.

This is not usually allowed however, the Event Manager can check if you can purchase a cake through the venues catering team. Please notify the Event Manager by submitting the GIG. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

Can I specify a brand of drink at the hospitality event for my guest?

We don't usually allow this. The brands used are contracted by the venue. Guests cannot bring or consume their own alcohol or food in a hospitality venue.

Can you send me the menu for my guests?

Sorry, we don't normally send menus out to clients before events but you can supply the catering team with any allergen information on the guest Information grids which will include a submission deadline. Details can be submitted through the client portal. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

I booked the event but I'm sending a different person to host. Do you need to know?

No don't worry. The final event information will still go to you. Please ensure the substitute host is aware of what information to quote on arrival at the event. These are the details on your Echosign contract e.g. Company Name. This information can be viewed on the client portal.

Will it be a problem if my guests quote a different name when they arrive?

It will be! Please ensure all guests are aware of how the event was contracted as this will be the name registered. These are the details on your Echosign contract e.g. Company Name. This information can be viewed on the client portal.

Why can't they find me or my guests when we I arrive?

For a hospitality event, the reception desk will have your client/company name as your per your Echosign contract company name listed. They will not have your name or your guests individual names. Hotel or flight check-in will be by passengers name. Please ensure the correct details have been submitted as per your guests passports. This data is entered, viewed and submitted by you on the guest information grid (GIG) through the client portal. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG. Green Save Details & Submit Final Details buttons are located here.

I don’t know who is attending the UK hospitality event yet.

The Event & Operations department do not need to know who your guests are just if they have any special assistance needs or allergens the caterer needs to be made aware of. This information must be submitted through the guest information grid prior to deadline.

How should I get the final event information and tickets to my guests?

Hosts must record which tickets they allocate each guest to. If this information is electronic please ensure you only send one e-ticket to each guests. Only the first person scanned will be permitted entry. If physical, distribute on the day or use a secure method of delivery. Final event accreditation including admission tickets and hospitality swing badges strictly cannot be replaced.

I have posted my guests tickets but they haven't received them.

It is the responsibility of the host to ensure their guests have the final event accreditation required for the day. Use a secure postal method like Royal Mail Special Delivery or distribute on the day. Physical tickets cannot be replaced. Ensure you have recorded which tickets you have allocated to each guest before distributing.

My guest has forgot their tickets, can you let them in?

We won't be able to do this sorry! Your guests must bring their own original individual accreditation.

Can you hand out my guests tickets when they arrive?

Unfortunately not. If you have despatched the final event accreditation prior to the event, you must depart the facility and hand over their individual accreditation as they arrive. Guests must display or have it available for inspection at all times.

What is the dress code ?

If the event requires it, a guide dress code can be found on the initial Event Summary Sheets (ESS) sent at time of contract and confirmed in your final event accreditation. This can be viewed and downloaded through the client portal. The Download Section is found by clicking the blue Event title in Upcoming Events on the dashboard. The same applies when viewing from the Bookings section.

Does Imperial have a code of conduct for their guests?

We do! Please note drunkenness, rowdy, unruly, disruptive behaviour or intimidating other clients and or staff will not be tolerated. Imperial Corporate events in conjunction with all the third parties we work with, has a behavioural management policy and legal obligation to help provide all clients with an outstanding experience and staff with a safe working environment. Clients deemed intoxicated, partaking in anti-social behaviour or under the influence of drugs will not be permitted entry or stay and will be ejected by security without recompense. Should the behaviour of surrounding guests not adhere to this code of conduct, please advise the closest member of venue staff immediately.

I don’t know who's attending the overseas event yet. Why do you need to know?

Advance passenger Information (API) must be submitted to the events team prior to specified submission deadline. The information must be as per the passenger passports. Failure to not submit in time can result in you losing the flight Imperial have secured for you. You will be liable to source a replacement flight for your guests. A carrier may allow a late submission fee which the event manager will be able to inform you of. You are responsible for submitting the correct passport information using the GIG. The events team will only accept passport details submitted in this format. A photograph of a passport will not be accepted. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

What is API?

There is a long-established UK legislative requirement for carriers to supply travel document information (TDI), also known as API (advance passenger information), to the UK government border systems programme, which has subsumed the e-Borders system, for passengers and crew on flights operating to and from the UK.

Can I change the passenger or passport information I submitted for the flight ?

Prior to submission deadline, make the update to the GIG and resubmit. Post submission deadline, email the Event Manager the correct API details, who will contact the carrier to ascertain if a correction can be made. This could result in you losing the flight Imperial has secured for you. You will be liable to source a replacement flight for your guest. A carrier may charge a name change fee which the event manager will be able to inform you of. On the day, your passenger may not be permitted to travel or passenger may need to secure a new seat if available. The GIG for each event is viewed through bookings and then clicking on GIG under the Guest Information Grid header. Clicking on the blue booking number on the main dashboard under Guest Information Due & Overdue also takes you to each GIG.

Can I use my air miles for this event?

Not for our events! Air miles or loyalty programmes cannot be redeemed or used in conjunction with a flight through Imperial Corporate Events, due to the group nature of the booking.

Can I change the dates of my flight?

This is refered to as a deviation request and the event and operations team can assist you through the client portal. This can be requested through the client portal. The Event Manager will need to know, what event, how many guests, what outbound or inbound leg you want to change (you cannot change both), the date you want to change to. The request cannot be progressed without all information for the carrier. If the event included a airport transfer you will sacrifice that element if you deviate away from the main group. The Event Manager will be able to check feasibility and any associated costs. A new contract will be raised for the deviation and 100% payment along with full API for each passenger.

Can I upgrade my cabin for the flight?

Unless specified all events with a flight element will have a seat in the economy cabin. Please email the request to the Event Manager who will be able to check feasibility and additional costs. The event manager will provide a quote from the carrier. Should you wish to proceed, full API for each passenger will be needed and 100% payment before the Event Manager can action with the carrier. Please note, if the request is feasible, the closer you get to the departure date, availability reduces and prices increase. Once the flight has been ticketed no changes are possible.

Why is the Imperial upgrade quote more than the cost when I google it online?

This is because Imperial Corporate Events are often penalised quite heavily with the carriers group department, if we try and deviate outside our group contract.

I spoke to my Account Manager at time of booking about wanting to change flight information but no one has contacted me?

Your Account Manager should note such requests in the special requirements section of your contract. Your contract and any special requirements captured can be viewed through the client portal, using booking and then clicking on the blue booking number. You will see a Download Echosign Contract button.

Can I check in online for the flight?

Due to the group nature of Imperial Corporate Events booking with the carrier, you can't do this - sorry! You will be sent an e-ticket voucher that each passenger should produce at airport check-in. The passenger reservation will be listed under the passport information you submitted on the GIG. This is called the flight manifest. If a passenger forgets their e-ticket voucher on the day, the check in staff will still be able to locate your seat reservation using your passport, which matches the submitted GIG.

Can the events team hold the train or flight if I am late?

Unfortunately not! You will then be responsible for arranging your own alternative transport, at your own expense.

My event includes an outbound and an inbound flight/train but I plan on only using one leg, do I need to let Imperial know?

Yes please - the Event Manager needs this in writing. If you do not travel on the outbound leg, the carrier will automatically cancel the inbound leg and you will lose your flight home. The carrier classifies this as a 'no show'. Please contact the event manager in this situation in advance of travel.

My event includes return economy flight/train but I have sourced my own upgrade on the same flight/train, do I need to let Imperial know?

Yes please! The Event Manager will need written confirmation that you will not be using the flight. If you are on the same group flight, you can still use the return airport/hotel group coach transfer if included. You will not be entitled to a refund if you chose to not utilise any element of the event. The event is contracted as a total experience.

My event includes return outbound & inbound flight/train but I have sourced my own on different dates, do I need to let Imperial know?

You will do yes! The Event Manager will need written confirmation that you will not be using that element of the event. If return airport/hotel group coach transfer are included, you will sacrifice that element, should you decide to deviate from the generic group travel dates.

What is Travel Aware ?

Travel Aware is a government-backed campaign to provide customers with knowledge of travel restrictions/measures in place in the destination of which the customer is travelling to. It is the responsibility of the customer to ensure that they are up to date and aware of any measures in place in the country or destination to which they are travelling.

What is the Foreign Commonwealth & Development Office (FDCO) advice on Travel ?

This advice is under constant review, is regularly changed and customers should keep themselves up to date. As has been the case during the COVID-19 pandemic, a travel restriction can be put in place, or equally removed, at any time and without notice. It is your responsibility as host to ensure you and your guests are aware of what is required prior to travel.

What is the Foreign Travel Checklist?

This is a checklist from the Foreign, Commonwealth & Development Office to help British people prepare for travelling and staying safe abroad. It is your responsibility as host to ensure you and your guests are aware of what is required prior to travel.

What are the latest country entry requirements for my overseas event?

This advice is under constant review, is regularly changed and customers should keep themselves up to date. As has been the case during the COVID-19 pandemic, a travel restriction can be put in place, or equally removed, at any time and without notice. It is your responsibility as host to ensure you and your guests are aware of what is required prior to travel.

What are the latest Brexit requirements for my overseas event?

New rules apply to things like travel which will affect you and your guests. Use the Brexit checker to get a personalised list of actions.

Do I need travel insurance?

It is your responsibility as host to ensure you and your guests are aware and have organised adequate travel insurance prior to departure. We strongly recommend that you contact your travel insurance provider to check your cover. Different insurance providers provide different levels of cover and differ in policy in relation to epidemic/pandemic cover.

Group coach transfers are included in my event but I won't be using them, do I need to tell Imperial?

Yes please! Coach manifests are prepared so the events team need to know if you will not be using that particular transfer. Please contact the Event Manager.

Will the group coach transfer wait for me if I am running late?

Unfortunately not! You will have to rearrange your own alternative transfer at your own expense if you are running late.

My event includes return hotel/venue group coach transfers but I only want to use the coach back to the hotel, do I need to let Imperial know?

Yes please! The Event Manager needs written confirmation. Coach manifests are prepared so the events team need to know if you will not be using that particular transfer. The events team will need to confirm where your coach will be parked if you did not travel to the event/track with us.

I don’t know who's sharing bedrooms yet. Why do you need to know?

A complete rooming list must be submitted as per the deadline on the event guest information grid. The hotel reservation team will use these names to allocate the rooms. Your guests must quote the same names as you submitted which must match the guest's passports.

Will I be able to change the room type on the day at hotel check-in?

This won't be possible, sorry! Unless specified on the Event Summary Sheet all rooms are allocated on a twin room occupancy basis (2 separate beds). You will have the opportunity to request a double bedded room, if available, through the client portal on the guest information grid (GIG).

Will I be able to upgrade my room on the day at hotel check-in?

This won't be possible, sorry! This request needs to be submitted to the Event Manager in advance of arrival. These can be done through the client portal. The event manager will be able to check feasibility and additional costs. Should you wish to proceed, we will require your rooming list and 100% payment before the Event Manager can action with the hotel. Please note, if the request is feasible, the closer you get to the departure date, availability reduces and prices increase.

I have purchased additional nights at the hotel separately from Imperial but I want the same room. What will happen?

The hotel and Imperial will view these in isolation. The Event Manager can add a request to the Imperial group booking for the hotel reservation team, if you provide your booking reference. This cannot be guaranteed.

What happens if my event/booking is affected by COVID-19 restrictions?

If your event/ booking is prevented or delayed due to COVID-19 restrictions, Imperial will contact you to transfer your booking to a substitute event. Usually, this is the same event for the following year, or the same event at a later date. Substitute events, are similar in nature and value to the original, as defined in the Imperial terms and conditions. Full details can be found on your original booking contract or T&C’s.

I or one of my guests have impaired mobility (i.e in a wheelchair) what do I do?

Should your party require special assistance, this needs to be disclosed prior to contracting with your Account Manager. If you do not disclose this requirement, Imperial may not be able to accomodate this assistance