Our booking terms and conditions

These conditions govern all bookings made (whether through the 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 7 Court Mews, London Road, Charlton Kings, GL52 6HS.

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

1. Booking

Any bookings you make shall be deemed an offer by you to rent the relevant property subject to these conditions. A contract between you and LA 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 property is available, we will send you a confirmation email of your booking. You are responsible for checking your emails regularly and advising us of any change to your email address.

• If booking online, you will receive a booking confirmation after completing the booking process.

At our sole discretion, we reserve the right to refuse any booking you make with us. We also reserve the right to change the accommodation if required. Any changes made would be to an equal or better property. If preferred, you may receive a refund if you are unhappy with the revised property.

It is the booker’s responsibility to notify 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 guest name for each property. For maximum occupancy at a property, see Clause 8 below. Please check your details carefully before you book, as incorrect or incomplete information may result in the booking being cancelled. Passport, visa and health requirements for you and your party are your responsibility. You are advised to 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 LA has accepted the booking in writing, by email, or online and a 20% non-refundable deposit of your booking total has been taken or you have paid in full. Subject to a prior agreement or pre-approval, some corporate bookings may be authorised without requiring a 20% deposit. Subsequently, LA would either create an account online confirming and outlining the rule changes, agree on terms of a contract or confirm in writing or via email should this be acceptable.

Should payment not reach LA within the required time, LA reserves the right to suspend or cancel any bookings made. Any deposit paid may be forfeited unless otherwise agreed upon in some corporate bookings.

Full payment is taken if you stay for less than 30 nights. For stays longer than 30 nights, payment is taken in 30-night intervals. For corporate bookings, other payment terms can be arranged; once we agree on payment terms, LA will confirm this to you either in writing, by email, on your invoices/receipts or through the booking confirmation.

Payment should be made through the following methods of payment:

Bookings include Visa Credit Card, Master Card, Visa Debit Card or Maestro/Solo and American Express Card (Amex) and Diners Club cards. LA does not charge a transaction fee. • Bank Transfer: Pounds Sterling, all payments must be NET of all bank charges (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 LA cannot accept any liability if it is not notified of any inaccuracy in any documentation within 48 hours of it being sent out. Suppose there is an obvious error in the confirmation or invoice. In that case, LA reserves the right to correct it as soon as we become aware of it and will do so within seven days of the issue of the confirmation or invoice or, if your arrival date is within seven days of booking, no later than 24 hours before your arrival date. If any of these changes are material and unacceptable, you will be entitled to a full refund.

If the account becomes overdue, LA reserves the right to charge interest at 8% APR above the Bank of England base rate, plus a further admin fee of £100.00. Interest is set on the overdue amount and will accrue daily following the Late Payment of Commercial Debts (Interest) Act 1998. Also, we reserve the right to place your account on hold as of the first day after the due date of invoices if the amounts remain outstanding.

Should there be a dispute over a component of an invoice, you will pay the undisputed amount within the above credit terms. For example, if you believe you have been invoiced incorrectly for eight nights instead of 7, you will pay for the seven nights within the above payment terms. Failure to pay the undisputed amount will make the above penalty charges payable. Disputes must be notified in writing within three working days of receipt of the invoice.

If you have received a discounted rate for a more extended period and leave before the agreed check-out date, LA reserves the right to bill back the duration of the stay at the non-discounted rate.

2. Rates

To the best of our knowledge, the rates we advertise are correct at the date of publication, but we reserve the right to change any rates. Rates can go up or down. Rates quoted are based on the rates prevailing when a booking is confirmed. Once a booking has been confirmed, LA will not change the rate quoted unless you amend the booking. Luxury Apartment (LA) do not charge Value Added Tax (VAT).

3. Security Deposit

A refundable security deposit of £250 (or £500 if pets are staying or if your booking is for Gold Cup) will be taken before occupancy to cover any additional charges, including but not limited to breakages, damages and extra cleaning. LA accepts all major credit and debit cards, including Visa Credit Card, Master Card, Visa Debit Card or Maestro/Solo and American Express Card (Amex) and Diners Club cards. LA does not charge a transaction fee. LA reserves the right to deduct from the security deposit, without further notice, all amounts chargeable under these Booking Conditions, including other accommodation charges. LA reserves the right to vary additional charges without notification. Providing the accommodation is left in good order, the security deposit will be returned in full once LA checks the property within seven days of departure.

4. Payment of Additional Charges

Valid debit/credit card details must be supplied when booking and upon arrival at the property to cover the additional charges detailed below. Additional charges will be deducted from any security deposit held or from a debit/credit card supplied to settle any outstanding sums after inspecting the vacated property. LA will provide the booker/guest with a breakdown of the additional charges where applicable. If extra licenses are taken from the security deposit, the remainder will be refunded to the person who paid the security deposit at the end of the guest’s stay.

At LA, additional charges include:

• Telephone calls and on-demand TV services, e.g. Sky TV channel purchases plus VAT (if applicable), will be charged at the end of your stay.

• Housekeeping:

Weekly housekeeping is offered for all guests who stay for seven nights or longer. The housekeeping days and times are pre-arranged. During Covid, properties must be vacated during all cleans to protect guests and staff.

If you wish to change the time or day of cleaning arranged, Luxury Apartments requires a minimum of 24 hours notice. Otherwise, we cannot guarantee housekeeping for that week.

Additional housekeeping can be booked for an additional fee.

Departure Cleans: LA expects the properties to be left reasonably on departure. If at LA’s discretion, additional cleaning is required on release, the cost of this cleaning will be charged as an additional charge. LA expects guests to leave their property free from large rubbish, empty boxes etc. Trips to the Recycling Centre due to large volumes of waste will result in a minimum charge of £50.00. LA reserves the right to charge a minimum of £100.00 (in addition to the general cleaning charges) for specialist cleaning of a property and its contents where smoking has occurred in a smoke-free building. Additional charges will be added in case of lost business, i.e. LA cannot offer the premises for some time due to smoke smell and damage. Smoking within all LA properties is strictly prohibited and against the law.

• Damages: Damages to the properties or contents caused by the guest must be paid in full.

• Keys: LA will issue the guest with sets of keys; extra keys are available on request. If the issued keys are not returned on departure, up to £100.00 will be charged. If a guest locks themselves out of the property between 10:00 pm and 08:00 am (UK Time) and requires assistance to re-enter the property, LA reserves the right to charge £50.00 call-out charge in addition to the demand for lost keys.

• Other items provided by LA found missing will be charged accordingly per the current market value.

• Call Outs: Please call us on our 24-hour phone line, 01242 37 18 18, if you have an emergency, and we will be happy to help. However, If the emergency call-out number is used to call out the property manager between 9:00 pm and 06:00 am (UK Time) for any purpose other than an emergency, LA reserves the right to charge a call-out fee of £50.00.

• Storage of Luggage: Where facilities are available and at its discretion, LA can store the guest’s luggage at an additional charge. • Other Chargeable Services: Details of additional chargeable services at LA are available on request, e.g. extra cleaning, laundry services, and grocery shopping.

5. Arrivals and Departures

Properties are available for occupation from 3:00 pm and 6:00 pm (UK Time) on the day of arrival, and departure is by 10:00 am (UK Time) 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. If you would like to arrive earlier than 3:00 pm or later than 6:00 pm (UK Time) LA, require at least 72 hours notice to consider your request. We understand sometimes people need to meet late at night or very early in the morning, and in this circumstance, an arrival fee of at least £50 will apply to authorised arrivals.

LA will endeavour to allow clients early access to accommodation and late departures whenever possible; this may be chargeable. LA reserves the right to charge a minimum of £50.00 for unauthorised late arrivals. Unauthorised late withdrawals (later than detailed on the Booking Confirmation) without reasonable mitigating circumstances are charged at a minimum of £100.00.

On arrival, you must provide photographic proof of your identity (e.g. a passport or photo-card driving licence), proof of address, and show the credit card used to pay for your stay at a Luxury Apartment staff member that meets you at the property. This is to ensure that we give access to the person that the property has been booked and that the credit card used to pay for your stay is in your name. If your visit had been booked by a company using a company’s credit card, and we approve of that company, you will not be required to show us the company card. You will be required to write on a piece of paper called “Tenancy Agreement” the following details:

  1. Your credit card address or the companies credit card address used to pay for your stay
  2. Your full legal name
  3. Your email address
  4. Your main phone number

You will also be required to agree to our terms and conditions. Failure to give the necessary photo evidence, your credit card address or companies card address if they are paying for your stay, your legal name, your email address, and your primary phone number and giving your agreement to our terms and conditions may result in LA refusing you, and your party to stay on the premises. These details will be stored on our encrypted email and CRM system for at least 150 days after your final stay payment. You may request these details to be deleted, and we will do so after 150 days as soon as possible.

6. Changes and Cancellations

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

Any reductions in stay will result in higher nightly charges; for example, if you book for three months and reduce your visit to 2 weeks, you will be charged the nightly rate for two-week stays, not three-month visits. Higher charges also apply if we do not receive enough notice.

Cancellations: Should you cancel your stay and stay for less than 30 nights, 20% of the visit is non-refundable. For stays longer than 30 nights, 20% of the first month is non-refundable.

Stays of less than seven nights in LA must receive notification of cancellation for bookings from 1 to 6 nights, at least seven days before noon midday (UK Time) on the day of arrival *. Cancellations received in less than seven days will only be reimbursed if the property can be re-let (the deposit will be forfeited).

*For the Gold Cup Festival, we require 28 days’ notice regardless of the duration of stay.

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

Stays of 28+ nights LA must receive notification of cancellation for bookings of 28 nights plus at least 28 days before the actual arrival date. Where cancellation notice is received less than 28 days before arrival, LA will apply a minimum cancellation charge of 14 nights of accommodation.

We take a 50% deposit on booking and full payment a month before arrival for the Gold Cup Festival or the Cheltenham Festival. We do not offer refunds on Gold Cup stay. As such, we strongly advise that you take out cancellation insurance.

Non-arrivals will be treated as a cancellation and 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 following the scale above. These charges apply to notifications advised before arrival and during your stay.

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

LA does not expect 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 to explain what has happened and inform you of the cancellation or change. Suppose a change has to be made (and the difference is unacceptable) or your booking has to be cancelled. In that case, LA will, if possible and as soon as is reasonably practical, offer you an alternative property 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 property offered or LA cannot show you suitable alternative properties, 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 property offered or if you want a refund.

Group Bookings

LA defines a group as two properties or more booked in the exact location for similar dates. For group bookings, the minimum cancellation charges that will apply per group booking, regardless of the 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 written notice; emails are acceptable, or you may open online via your account. Please give as much notice as possible to facilitate your request. All extensions are subject to availability and rate change. Failure to provide LA with information in writing of an intention to extend a stay will likely result in your property 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 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 properties are occupied as serviced properties, and on that basis, no tenancy rights are created and thus are exempt from the security of tenure legislation. If this contract is with a person (as opposed to a company), then by entering into this agreement, the person declares that the property booked is not their principal residence. Although accommodation is agreed on booking, the exact properties cannot be guaranteed. General Points Properties 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 property cannot be guaranteed before arrival. The LA website (and other means of promotion or advertising) may contain a plan for the property’s layout. The program will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the project.

The number of people permitted to occupy each property is strictly limited to the number of beds. In some properties, extra beds can be provided, which will be at a charge to be agreed upon at the time of booking. If the number of people permitted to occupy a property is exceeded, LA may refuse access to the accommodation and reserves the right to charge for additional properties.

You and your party must comply with any rules and regulations LA sets. We recommend that you check the safety procedures in the properties, the building and the local area, paying particular attention to fire evacuation details and security.

Where the Internet or broadband connectivity is available, you agree to use such services responsibly and not for any illegal purpose.

Clients will be responsible for any losses if they lock doors or windows before leaving the property. If an entry has two locks, both must be locked on departure.

LA shall use reasonable endeavours to retain any items left in properties 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 properties.


• Smoking: LA operates a strict non-smoking policy for all properties as required by law. Guests found to have smoked in a property will be asked to leave and forfeit a refund of the rent paid. If it is discovered that smoking has taken place during the end-of-stay cleans, LA will make charges as set out in 4. Payment of Additional Charges section of the terms and conditions.

• 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 properties after 11:00 pm (UK Time), and we operate a strict NO PARTY POLICY, which includes but is not limited to birthday, stag and hen parties. 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 immediately and without a refund.

• Noise must be kept to a minimum between 11:00 pm and 7 am (UK Time).

• Pets: Some well-behaved pets are permitted in a few of our properties. Please ask for details.


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 due to fraud or fraudulent misrepresentation by LA.


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


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 property, 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) all services and issues (within reason) to our properties.

Feedback and Complaints

LA aims to deliver the best possible service. Still, in the unlikely event that you are dissatisfied with the service offered, you should notify LA in writing or by email about any complaint about our service as soon as possible. Our policy is to acknowledge any complaint within 48 hours, advising you who is dealing with your concerns and attempting to address them. General LA reserves the right to change these conditions from time to time. Should guests breach any of these conditions, LA reserves the right to request that guests vacate their property within 24 hours. These conditions shall be governed by and construed following the laws of England. The Courts of England shall have exclusive jurisdiction about any claim, dispute or difference concerning these conditions and any matter arising from them.


Please see our Privacy policy at the following link: https://www.luxury-serviced-apartments.co.uk/legal/privacy.php. This Privacy Policy sets out how we, Cheltenham Property Management Limited, collect and process your data through your use of this website, https://www.luxury-serviced-apartments.co.uk (our website), or where we otherwise obtain or collect your personal information. This Privacy Policy is effective from 25/05/2018.

Last Updated: 21st January 2023 Copyright All images and content on this website (unless stated otherwise) are copyrighted to © Luxury Serviced Apartments 2008-2023.