Booking Terms
These Terms & Conditions of Stay (“Terms”) are between the person or legal entity making the Booking (“You/Your”), and the accommodation provider who delivers temporary accommodation services for the accommodation you have selected (the ‘Accommodation’) whose address and other details appear above (‘We, Us, Our, Ours’).
These Terms are for the provision of accommodation services (‘Booking(s)’), for the Accommodation You have selected, as further described in the confirmation sent to You by email (the ‘Confirmation’). These Terms are governed by the laws of England and Wales and apply to all Bookings.
By making a Booking You accept to be bound by these Terms and confirm that You are able to enter into a legally binding contract and that You are over 21 years of age, or higher if the selected Accommodation has specified a higher age limit in their Booking Confirmation.
This Agreement is a licence to occupy serviced, temporary accommodation and does not create a tenancy or grant You exclusive possession of the property, regardless of the length of Your stay.
House Rules
The House Rules provided within the booking platform, Confirmation email, guest portal or within the Accommodation form part of these Terms. By making a Booking, You agree that all members of Your party will comply with the House Rules throughout the stay.
Compliance with Booking Platform Policies
Where a Booking is made through Airbnb, Booking.com or another third-party booking platform, You also agree to comply with that platform’s applicable terms and policies. Where these Terms conflict with the mandatory policies of the booking platform, the platform’s mandatory policies shall prevail to the extent of the conflict.
Bookings
Bookings are made and a contract between You and Us comes into effect when We accept a reservation from You. A reservation is deemed accepted when We have confirmed Your reservation and received either: (i) a full payment of the total price; or (ii) the payment of any other deposit amount specified at the time of booking as stipulated in Your Booking Confirmation or (iii) a valid payment card successfully pre-authorised for an amount that is no less than the value of any cancellation fee stipulated on Your Booking Confirmation.
Where Your online payment is less than the total value of the stay, the balance will either be collected from You prior to arrival according to the payment schedule set out in Your Booking Confirmation, or paid on either check-in or check-out, or at another time if agreed in writing between You and Us.
When Your Booking is confirmed by phone and/or email, a reservation number is issued and displayed in Your Booking Confirmation. This number must be retained and quoted in all communications should any cancellation or amendment be necessary. Notwithstanding Your rights under the Cancellation Policy set out in Your Confirmation, You do not have a legal right to withdraw from this Contract under the Consumer Contracts Regulations 2013, as this Agreement is for accommodation on specific dates.
Prices
Prices quoted are correct (unless a Pricing Error occurs) only for the specific number of guests, dates, nights and rooms shown in Your Booking Confirmation. Prices are quoted in the currency shown in this Confirmation.
The total reservation price quoted in Your Booking Confirmation includes the taxes applicable at the time of booking, at the current rate, including without limitation sales taxes, value added taxes or local taxes, which may be itemised separately. Taxes are subject to changes in the applicable regulations that are not under Our control, provided that such changes were not in the public domain at the time of booking.
If You have selected booking extras, where applicable the cost of these extras and any applicable taxes may also be added to the reservation total for Your Booking.
The reservation total price does not include the costs of goods, services or taxes that You may choose to incur later during Your stay (unless otherwise stated).
Pricing Error
On the rare occasion that an error in pricing occurs and We cannot accept Your reservation, even after We have issued a Booking Confirmation, We will notify You as soon as We reasonably can and refund the amount paid in full without any liability for the error or omission. You agree that We will not be liable for any additional expenses You may incur as a result of this error or omission.
Availability
In the rare case that We are unable to accommodate You as per Your Booking, You will be offered alternate accommodation and if there is a difference in the price, We will be liable for the price differential. If the differential is less than the original value of Your Booking a refund of the difference will be made to You. If the differential is more than the original value of Your Booking, and provided that Your alternative accommodation is of a similar or higher standard to Your original Booking, the differential cost will be borne by Us.
Arrival and Departure
The latest arrival (check-in) and departure (check-out) times are specified on Your Booking Confirmation. Should You wish to check-in later than the specified latest check-in time You must confirm this to Us directly.
Early check-in or late check-out may be available on request, subject to availability, for an additional charge as specified in Your Booking Confirmation or agreed with Us in advance.
In the event that You attempt to check-in later than the stated times without prior arrangement, or fail to check-in at all, We may cancel the entire Booking and retain any amounts We are entitled to retain as stated in the Cancellation Policy section of Your Booking Confirmation. Failing to arrive before the latest check-in time shall be deemed to be a full cancellation of Your Booking, and the Accommodation may no longer be held for You.
You must provide valid, government-issued photo identification for the lead guest at or before check-in, matching the name on the Booking, and We may reasonably request identification for other guests in the party. We may refuse or terminate check-in where no valid ID is provided, where a name mismatch cannot be reasonably resolved (for example, by supporting documentation), or where We reasonably believe an ID to be false or not genuinely belonging to the guest presenting it; this is treated as a failure to arrive under this section. Knowingly providing false or another person’s ID to secure a Booking is treated as fraud, entitling Us to terminate the Booking without refund, recover any resulting losses from You, and report the matter to the relevant authorities.
Right of Entry
We reserve the right to enter the Accommodation at reasonable times to carry out emergency repairs, maintenance, or inspections, or where We reasonably believe there is an emergency, a risk to safety, or a breach of these Terms. Except in an emergency, We will endeavour to give reasonable notice where practicable.
Visitors
Only registered guests included on the Booking may occupy the Accommodation, unless We have given prior written permission. Unauthorised visitors or overnight guests may result in additional charges or immediate termination of the Booking. Visitors are not permitted to remain overnight without Our prior written approval.
Parties and Noise
Parties, events, gatherings or excessive noise are strictly prohibited at the Accommodation. Any gathering that causes nuisance to neighbours or breaches local authority regulations will be treated as a prohibited party.
Smoking and Vaping
Smoking or vaping anywhere inside the Accommodation is strictly prohibited. A breach will incur the cost of any professional cleaning this requires, together with any reasonably evidenced financial loss directly resulting from the breach.
CCTV
External CCTV may operate at some properties for the purposes of crime prevention, guest safety and property protection, and its location will be disclosed to You before or at check-in. No CCTV operates inside the Accommodation. Tampering with or disabling any such device is a breach of these Terms and may result in a reasonable charge and, in serious or repeated cases, termination of the Booking.
Illegal Activity
Illegal activity, including the use of controlled substances, prostitution, or other criminal behaviour, is prohibited and will result in immediate termination of the Booking without refund, where permitted by law.
Cancellations and Amendments
If You change the number of guests, dates, room nights or room type (‘Amendment’), then Our prices are subject to change.
Cancellation terms are displayed on Our Website at the time of booking, specified on Your online confirmation, and set out under the Cancellation Policy section of the Booking Confirmation sent to You by email.
You may cancel Your Booking yourself by using the link provided in Your Booking Confirmation. Should You wish to modify the terms of Your Booking, You must contact Us to discuss any other Booking Amendment.
If You cancel Your Booking on or before the cancellation deadline specified in the Cancellation Policy section on Your Booking Confirmation (the ‘Cancellation Deadline’) a full refund will be given to You including any booking extras paid at the time of Your Booking.
If You cancel Your Booking after the Cancellation Deadline, You will be charged the applicable late cancellation fees as specified in Your Booking Confirmation, and where applicable, any booking extras that have been pre-ordered on Your behalf, and We shall be under no obligation to hold the Accommodation for You.
If You do not arrive on the anticipated date of check-in stipulated on Your Confirmation, We are entitled to consider that You have cancelled the entire Booking and We shall not be under any obligation to hold the Accommodation for You on any other date.
Should You request an Amendment that We are not in a position to accommodate, Your Booking may be cancelled and a full refund given to You, provided that such cancellation or amendment occurs on or before the Cancellation Deadline, failing which the terms described in this Cancellation clause shall apply.
Payments
Bookings must be guaranteed using a valid payment card or via any other accepted payment method offered to You at the time of booking.
The total amount payable to confirm Your Booking is quoted in Your Booking Confirmation and will be charged to Your card or to Your account at the time of Booking. Your Booking may be cancelled automatically if Your card is declined by Your bank, or if there are insufficient funds on Your account.
At the end of Your stay, any remaining outstanding balance and any additional goods and services purchased during Your stay must be paid in full. Should You leave the premises without settling any outstanding balance We reserve the right to charge the payment card You provided at the time of Booking.
IMPORTANT – We may use Your payment card details to guarantee Your reservation according to PCI-DSS security standards, or to collect any deposit due at the time of booking. We may also pre-authorise or charge Your card for any cancellation fee that may arise, or for any further deposit that falls due later, according to the terms and schedule set out in Your Booking Confirmation.
If Your card was charged prior to arrival, any amount charged to Your card prior to arrival shall be deducted from any outstanding balance due on Your Booking.
If Your card was pre-authorised prior to arrival, We shall apply the charge to Your card for the amount pre-authorised, or alternatively, cancel the pre-authorisation and apply a new charge instead. A pre-authorisation is NOT a charge and no monies are taken from Your account, but Your bank may choose to temporarily reduce the credit limit available on Your card by the pre-authorised amount. Therefore, when You settle Your bill, We will make sure that any outstanding pre-authorisation is either charged, or cancelled and replaced by a new charge as needed.
Liability
Although We take great care in how We present Our accommodation online, We do not make any particular representation as to the suitability of Our Accommodation to Your specific requirements. Should You have any specific concerns relating to hygiene, health and safety practices or the quality of Our services, or if You would like to check the specific conditions of stay, please contact Us directly BEFORE the cancellation deadline, and We will do Our best to address these.
Other than for death or personal injury caused by Our negligence or fraudulent misrepresentation, Our total liability to You is limited to the price of the Booking and in no circumstances will We be responsible for any indirect or special damages.
We will not be liable to You where We have exercised reasonable care and skill in Our provision of the selected accommodation services to You. We therefore advise that You take out the appropriate travel insurance cover.
You are responsible for any damage or loss caused by You during Your stay with Us, including any damage to Our property by Your act, omission, default or neglect, and You agree to indemnify Us and to pay Us on demand the amount reasonably required to make good or remedy any such damage or loss. Further, We reserve the right to terminate Your Booking immediately without being liable for any refund or compensation where You engage in unacceptable behaviour (for example, not following the House Rules) that causes a significant disturbance or nuisance to Us, Our staff, or other guests.
Where You or a member of Your party makes a claim against Us for injury, illness, loss or compensation, please report this to Us in writing as soon as reasonably possible, with evidence such as photographs or a description of events, so We can investigate promptly. Where We have reasonable grounds, supported by available evidence, to believe that a claim is fraudulent or deliberately exaggerated, We may decline that claim and refer the matter to Our insurer, the booking platform, or the police. This does not entitle Us to withhold money otherwise legitimately owed to You, or to act against You without evidence.
Lost Property and Force Majeure
We are not responsible for personal belongings left behind after Your stay. Where requested, We may return items at the Guest’s expense. We shall not be liable for any failure to perform Our obligations under these Terms where this is prevented or delayed by events beyond Our reasonable control.
Vehicles and Parking
Where parking is provided or available at or near the Accommodation, it is used entirely at Your own risk. We accept no responsibility for any loss, theft, or damage to Your vehicle, or its contents, however caused, except where this results from Our proven negligence.
Damages or Loss to Property
You are responsible for any damage or loss caused by You during Your stay with Us, or by not following the House Rules, including any damage to Our property by Your act, omission, default or neglect, and You agree to indemnify Us and to pay Us on demand the amount reasonably required to make good or remedy any such damage or loss.
Where You do not follow the House Rules, We will, where reasonably practicable, give You an opportunity to correct this. For serious or repeated breaches, or where there is a risk to safety, property or other guests, We reserve the right to terminate Your Booking immediately without being liable for any refund or compensation.
Where the cost of any damage, loss, or additional cleaning meets or exceeds the threshold referred to in the Security Deposit section below, We will provide evidence of the cost (such as a receipt, invoice, or contractor estimate) before this is charged. We will provide supporting evidence before applying any charge wherever reasonably practicable. All guests named on the Booking are jointly and severally liable for damage caused during the stay by any member of the party or their visitors, regardless of who is later found to be individually responsible.
Security Deposit
A security deposit may be required before check-in to cover the cost of damage, loss, excessive cleaning, breaches of these Terms or House Rules, and any other charges specified in these Terms or the Booking Confirmation. This may include damage or breakages to the Accommodation, its contents or grounds; additional cleaning beyond a standard departure clean; replacement of lost or non-returned keys (and locks, if necessary); and professional cleaning of soft furnishings or replacement of soiled mattresses, pillows, towels or décor where the no-smoking rule has been ignored.
A reasonable charge from the security deposit may apply if CCTV devices are turned off or tampered with; in serious or repeated cases this may result in termination of the Booking, in line with the CCTV section above. Charges may also apply for the cost of telephone calls if applicable (over and above the stipulated amount of calls included as part of the Booking), call-out charges incurred by guests, late departure or early arrival (if not agreed), or over-occupancy of guests or pets, including bringing pets into a property that does not permit pets.
We will inform You at the time of booking of the amount of the security deposit. You will receive the request to pay the damage deposit within the timeframe stated in Your Booking Confirmation prior to arrival (or two days, if unstated).
We will hold Your credit or debit card details, used to pay the deposit or balance of the Booking, for the security deposit; the pre-authorised amount will be deducted if any damage is caused.
If You pay the balance of the Booking fee by bank transfer, credit or debit card details for the security deposit must be provided within the timeframe stated in Your Booking Confirmation prior to arrival (or one week, if unstated). You agree to Us holding Your card details for the purpose of payment of the security deposit or any part of it, or for any additional sums.
If You fail to provide credit or debit card details for the security deposit on request, We reserve the right to treat the Booking as cancelled, whereupon Our standard cancellation terms will apply.
The credit or debit card provided in respect of the security deposit must remain valid for the period stated in Your Booking Confirmation (or one month, if unstated) after the Booking departure date.
The Accommodation will be inspected by Us after Your departure. You will only be notified if there is cause to charge any proportion of the security deposit.
We will notify You of any damage or breakages noted, along with supporting evidence such as images, within the timeframe stated in Your Booking Confirmation (or 7 working days, if unstated) of Your departure. Charges up to the threshold stated in Your Booking Confirmation may be applied by Us where reasonably necessary. You will be charged the evidenced cost of repair or replacement where this meets or exceeds that threshold. In the event of minor breakages (e.g. glasses), the item(s) should be replaced like for like or cash left for replacement.
The costs referred to above will be charged to the credit or debit card We hold for the security deposit. If We are unable to charge the security deposit to the card provided for this purpose, We will provide You with a written request for the total due, which must be paid in full within the timeframe stated in Your Booking Confirmation (or 14 days, if unstated).
If the security deposit specified at the time of booking is not sufficient to cover the costs referred to above, We will charge the full amount of the security deposit and the balance over and above this sum to Your credit or debit card on the date that is 14 days after the amount has been notified to You. If You disagree with a charge, please contact Us in writing within that period, and We will review the evidence with You before the charge is applied.
If there is a delay in obtaining an invoice (for instance if repairs are involved), We will charge the security deposit or a proportion of it and will refund any excess to Your debit or credit card once the final invoice is received.
We will seek to resolve any security deposit issues within the timeframe stated in Your Booking Confirmation (or four weeks, if unstated) following Your departure, unless there is a genuine dispute over damage or We are awaiting bills or proof of damage from a third party.
Data Protection
We take the protection of personal data very seriously. We may process the information You provide to Us for the sole purposes of completing Our duties under this Agreement.
Your data may also be processed by third-party suppliers who operate Our Website, Our reservation system or Our payment system, or by the booking channel(s) or travel agencies through which Your booking originated, where the transfer of Your data is necessary for the successful completion of Your Booking.
We may also be required to communicate certain information or documents to the competent financial, judicial, administrative, law enforcement or legal authorities, where they have made such a request or to the extent necessary or required under applicable law and regulations.
Whilst We have been given assurances that these third parties operate in conformance with data protection regulations, We cannot accept any responsibility for how they may use Your personal data. If You have any concerns You should address them to these third parties directly.
One such third party is Our software provider eviivo Limited (Company Number: 5002392) including, where necessary, its subsidiaries outside the EU such as its subsidiary in Tunisia. eviivo’s privacy policy is available at https://eviivo.com/privacy-policy/
By making a Booking, You consent to the processing of information as described above, including the transfer of Your information to the aforementioned third parties. You have the right to request that We delete or return Your personal data (in such format as reasonably determined by Us) after the end of the provision of the Services, unless applicable law requires otherwise.
Your Statutory Rights
Nothing in these Terms limits or excludes any right You have under the Consumer Rights Act 2015 or other applicable consumer protection law. If any term of these Terms is found by a court to be unenforceable, the remainder will continue to apply.