Luxury Serviced Apartments in Cheltenham

These conditions govern all bookings made (whether through website, email, telephone or other means) with Luxury Apartments (LA) which is the trade name of Cheltenham Property Management Ltd. The company number is: 6712286 and the registered office is at 30 Hatherley Lane. Cheltenham, Glos. GL51 6PL.

You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.

1. Booking

Any bookings made by you shall be deemed to be an offer by you to rent the relevant apartment subject to these conditions. A contract between you and Luxury Apartments shall only come into existence:

• if booking by telephone, once your Reservations Executive has confirmed acceptance of your payment details; or
• if booking via email and the requested apartment is available, we will send you a confirmation email of your booking. It is your responsibility to check your emails regularly and to advise us of any change to your email address.

We reserve the right to refuse, at our sole discretion, any booking you make with us. It is the responsibility of the booker to notify Luxury Apartments (LA) at the time of booking of the names of the relevant guests and whether they are adults or minors. Bookings for accommodation require at least one full name for each apartment. For maximum occupancy in an apartment see Clause 8 below.

Please check your details carefully before you book as incorrect or incomplete details may result in the booking being cancelled. Passport, visa and health requirements for you and your party are your responsibility. You are advised to ensure that you put in place appropriate travel insurance policies to cover cancellation, medical cover and cover for loss or damage to personal property during your stay.

All bookings are confirmed only when Luxury Apartments has accepted the booking in writing or by email and has taken 20% deposit or, if arriving within 2 weeks of arrival, payment in full. Should payment not reach LA within the required time LA reserves the right to suspend or cancel any bookings made and any deposit paid may be forfeit.

Payment should be made through the following methods of payment:

• Bookings are accepted by all major credit and debit cards. American Express Card (Amex) will incur a transaction fee of 3% of the total payable. There is no transaction fee when booking with Visa Credit Card, Master Card, Visa Debit Card or Maestro/Solo.
• Company Cheque: Pounds Sterling payable to Cheltenham Property Management Ltd.
• Bank Transfer: Pounds Sterling (bank details are available on request).

As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell LA immediately. However, we regret Luxury Apartments (LA) cannot accept any liability if it is not notified of any inaccuracy in any documentation within 48 hours of it being sent out. If there is an obvious error in the confirmation or invoice, LA reserves the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date. If any of these changes are material and are not acceptable, then you will be entitled to a full refund.

2. Rates

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Rates can go up or down. Rates quoted are based on the rates prevailing at the time a booking is confirmed. Once a booking has been confirmed LA will not change the rate quoted unless you amend the booking. VAT is charged at the rate in force at the time of booking.

3. Security Deposit

A Security deposit to cover any additional charges, including breakages, damages and additional cleaning incurred during your stay, may be taken at the time of booking or on arrival at the apartment. LA reserves the right to deduct from the Security deposit, without further notice, all amounts chargeable under these Booking Conditions, including, further accommodation charges. LA reserves the right to vary additional charges without notice.

4. Payment of Additional Charges

Valid credit/debit card details must be suppliedF at the time of booking and/or upon arrival at the apartments to cover the additional charges detailed below.

Additional charges will be deducted from any Security deposit held or from a debit/credit card supplied in settlement of any outstanding sums and after an inspection of the vacated apartment. LA will provide the booker /guest with a breakdown of the additional charges where applicable. If additional charges are taken from the Security deposit the remainder will be refunded at the end of the guest's stay to the person who paid the Security deposit.

At LA apartments, additional charges include:

• Telephone Calls and Sky t.v channel purchases plus VAT will be charged at the end of your stay.
• Cleaning: LA expects the apartments to be left in a reasonable state on departure. If, at LA's discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge. LA reserves the right to charge £100 plus VAT (in addition to the general cleaning charges) for specialist cleaning to an apartment and/or its contents where smoking has taken place in a smoke free building. Damages: Damages to the apartment or contents caused by the guest must be paid in full.
• Keys: LA will issue the guest with sets of 3 keys and extra keys are available on request. If the issued keys are not returned on departure a charge of up to £50 plus VAT will be charged . If between the hours of 10 pm and 8 am a guest locks themselves out of the property and/or the apartment and requires assistance to re-enter the property and/or the apartment, LA reserves the right to charge £50 plus VAT call out charge in addition to the charge for lost keys.
• Call Outs: Please call us on our mobile number; 079068 12511 if you have any emergency and we will be happy to help. However, If the emergency call out number is used to call out the apartment manager between the hours of 9 pm and 6 am for any purpose other than an emergency, LA reserves the right to charge a call out fee of £50 plus VAT.
• Storage of Luggage: Where facilities are available and at its discretion LA can store guest's luggage at an additional charge.
• Other Chargeable Services: Details of additional chargeable services at Luxury Apartments are available on request; e.g. extra cleaning, additional laundry services, grocery shopping.

5. Arrivals and Departures

Apartments are available for occupation from 2 pm on the day of arrival to 10 am on the day of departure. Any additional hours of occupation outside the available times in each period of 24 hours will be charged as one extra day unless otherwise agreed. We will endeavour to allow clients early access to accommodation and late departures whenever possible and if we have agreed this with clients in advance we may not charge extra costs.

6. Changes and Cancellations

Once a booking has been confirmed by us, should you wish to change your booking, all requests for changes must be made in writing and LA will do their best to help. All changes of date are subject to availability. Should any change be rejected, the original booking will be re-instated.

Cancellations:
Deposit fees are non-refundable.

Stays of less than 7 nights
LA must receive notification of cancellation for bookings from 1 to 6 nights, at least 7 days prior to midday on the day of arrival. Cancellations received less than 7 days will only be offered any reimbursement if the apartment is able to be relet (the deposit will be forfeited)

Stays of 7-27 nights
LA must receive notification of cancellation for bookings from 7 - 27 nights at least 7 days prior to the actual arrival date. Where notification of cancellation is received less than 7 days prior to the arrival date LA will apply a minimum cancellation charge of 7 nights accommodation.

Stays of 28+ nights
LA must receive notification of cancellation for bookings of 28 nights plus, at least 28 days prior to the actual arrival date. Where notification of cancellation is received less than 28 days prior to the arrival date LA will apply a minimum cancellation charge of 7 nights accommodation

Non-arrivals will be treated as a cancellation and will be subject to a 100% cancellation charge.

If you wish to cancel or change an extended booking (see “Extensions” below), you will be liable to pay the total charges for the extended period in accordance with the scale above. These charges apply to notification advised prior to arrival and/or during your stay.

LA reserves the right to treat an early departure or reduction in the number of nights or apartments booked which results in a reduction in the overall charges payable as a cancellation.

LA does not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled. LA reserves the right to do so. If this does happen, LA will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled LA will, if possible and as soon as is reasonably practical, offer you an alternative apartment of similar type and standard in a similar location for the same period. If you do not wish to accept a change or any alternative apartment offered or LA cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to LA unless this is the result of an Event beyond our Control. You should tell LA as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively if you want a refund.

Group Bookings

LA defines a group as being three apartments or more being booked in the same location for similar dates. For group bookings, the minimum cancellation charges that will apply per group booking regardless of length of stay, are the same as for stays of 28+ nights as detailed above.

7. Extensions

• If you wish to extend a stay, LA requires notice in writing; emails are acceptable. Please give as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change. Failure to give LA notice in writing of an intention to extend a stay may result in your apartment being booked by another guest.
• Where notice of intention to extend your stay has been given, LA reserves the right to take all additional payments and charges from any credit/debit card used to make the original booking (plus any further deposit requirements). Where payment has been made by cheque or bank transfer, an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.
• No administration fee is payable when a booking is extended.

8. Accommodation and Occupancy

All apartments are occupied as serviced apartments and on that basis no rights of tenancy are created. If this contract is with an individual person (as opposed to a company) then by entering into this agreement the person is declaring that the apartment booked is not his/her principal place of residence.

General Points

• apartments are individual and vary in style, size and layout so furnishing details are not uniformly standard. Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival.
• The LA website (and/or other means of promotion or advertising) may contain a plan of the layout of the apartment. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan.
• The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra beds can be provided and this will be at a charge to be agreed at the time of booking. If the number of people permitted to occupy an apartment is exceeded, LA may refuse access to the accommodation and reserves the right to charge for additional apartments.
• You and your party must comply with any rules and regulations set by LA and we recommend that you take time to check the safety procedures in the apartments, the building and local area, paying particular attention to fire evacuation details and security.
• Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.
• LA shall use reasonable endeavours to retain any items left in apartments for up to 3 months after the guest's departure date. Please email or call us immediately if you think you may have left some belongings in one of our apartments.

Restrictions

• Smoking: LA operates a strictly non smoking policy in its own operated apartments as required by law.
• LA operates a strict security policy to ensure the health and safety of all our guests and staff. Non residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy. Any guests who do not comply with this policy may be asked to find alternative accommodation and LA reserves the right to cancel their booking with immediate effect and without refund.
• Pets: LA regrets that pets are not allowed in the apartments.

Liability

Nothing in these terms and conditions shall affect your statutory rights. Nothing in these terms and conditions limits or excludes the liability of LA for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by LA.

Nuisance

Guests are expected to behave in a reasonable manner and to allow fellow guests to enjoy peacefully the surrounding environment. LA reserves the right to cancel any booking with immediate effect and without refund if a guest's behaviour is causing any sort of nuisance or disruption to fellow guests or uses threatening or abusive behaviour towards our staff on the phone, in writing or in person.

Services

Although LA will make every effort to ensure that guests enjoy a peaceful stay, LA cannot guarantee, or be held responsible for any failure or interruption of, services to the apartment or the building, including electricity, air conditioning, water or any damage, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property. However, upon notification by a guest/booker, LA will use its best endeavours to maintain and rectify (within a reasonable period of time) all services and issues (within reason) to our apartments.

Feedback and Complaints

LA aims to deliver the best possible service, but in the unlikely event that you are dissatisfied with the service offered, you should notify LA in writing or by email as soon as possible in relation to any complaint about our service. Our policy is to acknowledge any complaint within 48 hours, advising you of who is dealing with your concerns and attempt to address them.

General

LA reserves the right to change these conditions from time to time. Should guests be in breach of any of these conditions, LA reserves the right to request that guests vacate their apartment within 24 hours. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.

Privacy

We may use your contact details to inform you of our products including special offers that we think may be of interest to you. If you do not want us to use your contact information to send details of our products to you please let us know by email to info@luxury-serviced-apartments.co.uk.

Last Updated: 23rd April 2010

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