Effective Date: 11 September 2023
Last Updated: 04 July 2025
1. PAYMENTS & DEPOSITS & CONFIRMATIONS
To make a reservation, we require a minimum of 100% of the total payment. Without this, we reserve the right to cancel your reservation at any time without penalty. At this point, your booking will be in ‘pre-booking’ status.
Once you have made full payment for your reservation, registered your card with our secure deposit software – Swikly – (if applicable to your booking/property), and completed your ID verification on our Online Check-in page, your booking will have a ‘confirmed’ status.
Once your booking is confirmed, you will receive check-in details 1 day before arrival at 10 pm UK time. We accept no liability for guests who arrive before their reservation has been confirmed. All major debit/credit cards and bank transfers are accepted forms of payment. Please note that a reservation remains provisional until 100% of the full payment has been received.
We use the Swikly secure online service that allows you to enter your details for your deposit online, without impacting your bank limit. This means no money will actually be taken from your account. When making the registration, Swikly will ask for a pre-authorisation of €1, which will not be charged to your account but is like a hold. Please note that the value requested for the deposit will be displayed in Euros instead of Pounds (as shown in the channel you booked). This is due to a limitation of the channel, which currently does not allow the option for displaying the deposit value in Pounds. This is just a registration.
After check-out time, only if we encounter damages to the property of higher value or any misconduct during the stay, we will contact you either by phone or via the channel chat to inform you of the charge and provide proof.
2. NO SMOKING OR DRUGS POLICY
We operate a strict NO SMOKING POLICY, which includes any kind of smoking or vaping, and reserve the right to levy a £150.00 deep cleaning charge and possible compensation for the next guests in the event of smoking in the apartment or building.
3. APARTMENT UNAVAILABILITY
Should your apartment be double-booked or unavailable for any reason, our liability is limited to the payment received for the accommodation booked with us. This liability does not extend to travel commitments or other costs. We will try our best to accommodate you in one of our other properties.
4. CANCELLATIONS
If you cancel your reservation more than 30 days before your arrival, we charge 0% of the total price. If you cancel within 30 days of your arrival date, 100% will be charged. Any no-shows will be charged 100% of the booking.
If we suspect that you are involved in illegal activities, including drug trafficking or prostitution, we reserve the right to cancel your booking, and authorities will be contacted.
5. ALTERATIONS
Alterations may be accepted at the discretion of management.
6.1 EXTENDING YOUR STAY
Extensions will require a new reservation for the additional date(s), subject to availability and possible rate changes.
6.2 EXTENSIONS (UNAUTHORISED)
You are required to notify us at least 48 hours in advance of your intention to extend your booking. Unauthorised extensions will result in a charge of the nightly rate plus the cost of relocating guests who can no longer stay at the property due to the unauthorised extension. This is to cover the inconvenience and disruption to us and other clients/guests, in addition to any other related expenses.
If no other guests are booked, we will charge the nightly rate plus £50 for breaking the rules.
7. COMPLAINTS
We have made every reasonable effort to ensure the freshness, quality, and value of your accommodation. In the event of a complaint, guests may contact us during their stay, and we will do our utmost to assist.
8. REFUND POLICY
We have fixed and variable refund policies based on various circumstances. Our refund policy includes that we cannot offer any refund outside of the cancellation policies.
9. LATE CHECK-OUTS ON THE DAY OF DEPARTURE
We reserve the right to charge your booking card for unauthorised late check-outs at the rate of £50 per hour. This includes storing luggage in the room past the check-out time of 11 am.
10. INFORMATION
Much of the accommodation information provided on sales agents’ websites is provided by us, but is subject to adjustment by the agency. Whilst every care has been taken to ensure all information provided online, by telephone and email is accurate, we cannot be held liable for any errors or omissions it may inadvertently contain.
11. OCCUPANTS
Guests confirm that none of our properties is their principal place of residence and that they are checking in and staying on a nightly basis. Only persons notified to us prior to arrival may occupy the apartment. The number of persons permitted to occupy the apartment is limited to the number of beds available and this limit may not be exceeded.
12. DAMAGE LIABILITY
Apartments are expected to be left in a clean and tidy condition. Guests are responsible for any damage to the apartment and its contents during their stay if it occurs due to negligence. Any damage must be reported to us without delay.
Lost property will be held for 14 days and, if unclaimed, donated to a local charity. You will be held responsible for lost or damaged keys, charged at a variable rate depending on the number of keys in the set.
We reserve the right to charge guests who cause disturbance to others and to share your ID and personal details with the authorities if needed. Charges may be applied up to the full value of your security deposit via Swikly or your channel booking.
A) A £500 fine is charged to guests who tamper with fire alarm devices or extinguishers. This puts others in danger. In case of fire alarm activation, leave the property immediately and follow the fire safety procedure displayed in the building.
B) Any call-outs will be handled as soon as possible. Lost keys will incur a fee. Maintenance staff are only available outside 11:00–22:00 (Mon–Sun) for emergencies (e.g. leaking roof, fire, blocked drains/toilets, no heating or hot water, or a non-working stove). If checking in between 00:00 and 07:00 and heat, hot water or stove is not working, report it immediately for prompt assistance. Non-emergency issues will be addressed within 24 hours.
13. INJURY LOSS/DAMAGE
Use of the property and its equipment is entirely at the guest’s risk. We accept no responsibility for injury, accident, damage, or loss to person or property relating to the guest or their party during their stay. This includes any ladders and stairs in the property. Guests should ensure they are adequately insured.
14. CHECK-IN INFORMATION
Check-in details will be sent 1 day before arrival once you have paid in full, registered with Swikly (if applicable), and completed online check-in. If you complete these steps after 10 pm the day before, we will still send check-in details via the guidebook, but this may be delayed. If you haven’t received details, please call us. We are available to assist during check-in.
15. DAMAGE TO PROPERTY
We reserve the right to charge individual or lead guests for rectifying damage caused by deliberate, negligent, or reckless acts to the property, contents, or structure. If damage is found during the stay, we will notify the guest. If discovered after departure, we reserve the right to charge your debit/credit card. If payment fails, we may try other methods and reserve the right to evict or change locks if necessary.
16. FAILURE TO READ OUR CHECK-IN INFORMATION
Check-in details necessary for property access will be sent via email, channel inbox, or phone number at 10 pm the day before arrival. We accept no liability if you miss these instructions or fail to share them with your party. We’re available 7 days a week from 8 am to 11 pm at +44 333 335 5658. If unreachable, please leave a voicemail.
17. CLEANING AND LAUNDRY POLICY
Your booking includes an additional fee (clearly stated or integrated into the total) that covers final cleaning and laundry for the number of guests. This applies to check-out only.
You are expected to leave the apartment in reasonable condition, including:
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Washing and drying all dishes (cutlery, crockery, glasses, pots, pans)
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Placing all rubbish in the kitchen bin
A) If cleaning staff determine the apartment is exceptionally dirty, an extra cleaning fee of £50 to £150 will be charged to your card, Swikly deposit, or claimed via the booking channel.
B) If any linen, bedding, towels, curtains, or fabrics are stained, burned, or discoloured beyond repair, replacement costs will be charged to your card, Swikly deposit, or via the booking channel.
