1. Our Terms

1.1   What these terms cover. These are the terms on which we supply services to you.

1.2   Why you should read them. Please read these terms carefully before you submit a booking form to us. These terms tell you who we are, how we will provide the Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that you require any changes to these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1   Who we Ltdt/a, a company registered in England and Wales. Our company registration number is 06687220 and our registered office is at Unit 3 Barrel Yard, Vinery Way, Hammersmith, W6 0LQ. Our registered VAT number is 109255424 (“The Company”).

2.2   How to contact us. You can contact us by telephoning our reservations team on +44 (0)203 701 3010 or by writing to us at [email protected] and Ltd, Unit 3 Barrel Yard, Vinery Way, Hammersmith, W6 0LQ.

2.3   How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking form.

2.4   "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our Services

3.1   The Services.

We provide short to medium stay serviced apartments operated and serviced by the Company. We also act as introductory agent for short to medium stay serviced apartments operated by our partners (“Network Partners”). If you are booking an apartment operated by one of our Network Partners, we will make the booking for you but your contract will be with the Network Partner, see clause 5 below.

3.2   Our Website.

We do not warrant that the website provides an accurate and complete description of any of our apartments or those of our Network Partners and any images or descriptions are for general illustrative purposes only. Actual fixtures and fittings, layout or size may vary. We may amend the website at any time. Prices advertised may change but will be confirmed before a booking is made. The Company has taken reasonable care to ensure that all information on website is reasonably accurate and up to date and provided in good faith however we have no responsibility for any information provided by our Network Partners nor the content of any linked websites. All prices quoted in these terms or on our website are [exclusive] of VAT.

3.3   Our aim is to always provide you with the Services:

  •   Using reasonable care and skill;
  •   In compliance with commonly accepted practices and standards in the industry;
  •   In compliance with the laws and regulations in force at the time we are carry out the Services.

4. Booking procedure

4.1   How we will accept your booking. Our acceptance of your order will take place when we email you to accept it, at which point a legally binding contract will come into existence between you and us. We must be made aware before completion of the booking of any special requirements of you or any guest and we shall use all reasonable endeavours to accommodate such requests. We will let you know before confirmation of the booking if we are unable to meet such requirements.

4.2   By completing our booking form you give your authorisation for us to contact credit reference agencies and to make enquiries relating to your financial and moral standing. The details supplied by you may be checked against those held on credit reference agency databases. This does not affect your ability to obtain credit or other Services in any way. By completing our booking form you agree that your contract is with The or the applicable Network Partner.

4.3   We will assign a reference number to your booking and tell you what it is when we accept your booking. It will help us if you can tell us the reference number whenever you contact us about your booking.

4.4   Any booking form completed by you will be considered an offer to take a bare licence of the relevant apartment (“Property”) subject to these terms or the terms of the applicable Network Partner. All Properties are occupied purely as serviced temporary accommodation for you and your guests and neither you nor your guests will be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any of your guests fail to vacate at the end of this period you will be charged the appropriate charges for each additional day or part thereof that you remain within the Property. No-one other than you and the named guests have the right to use the Property.

4.5   The booking procedure (whether your booking is made online (website or email) or by telephone or chat bookings) will be said to be complete and a binding contract in force only when you receive an email from the Company confirming the booking with all relevant details (to the e-mail address you provide) and with all payment terms having been satisfied. It is your responsibility to check that all details we have provided for the booking are correct and to inform us of any errors. We shall not be liable for any errors if we are not so informed but we will correct any errors immediately upon notification. Should there be a subsequent change of email address you must inform us, and it is your responsibility to check your email for any subsequent information relating to the booking.

4.6   You and your guests, who must be named in the booking form in advance, shall be bound by these terms or those of the Network Partner at the earlier of (i) payment by you for your booking and (ii) completion of the booking procedure pursuant to clause 4.5 or 5.2 (as applicable).

5. Your Contract with a Network Partner

5.1   Where the Company acts for Properties not operated by the Company but by its Network Partners, we act as an introductory agent for our Network Partners only. Your contract for a booking at a property operated by the Network Partner will therefore be between you and the Network Partner and different terms and conditions may apply. These, and the details of the Network Partner with whom you are contracting, will be provided to you before any booking is made. By continuing to make a booking with a Network Partner through this site, you confirm that you have received all applicable terms and conditions. We act solely as a platform through this website for you to make bookings for properties advertised by our Network Partners who have authorised us to act as their agent to take bookings for their Services in accordance with their terms.

5.2   When a confirmation of your booking is issued, you will be entering into a legally binding contract for the provision of the Services directly with the applicable Network Partner. We are not party to the contract between you and the Network Partner and we accept no liability for the acts or failure to act by any Network Partner connected with your booking.

5.3   Other than our administrative and booking obligations specified in these terms, we shall not be liable to you or your guests for any amounts in relation to any acts or omissions or any damage or issue arising pursuant to your contract with the relevant Network Partner. We accept no liability for death, personal injury, loss or damage of any kind to you or your guests, unless caused by our own negligence.

6. If we cannot accept your booking.

6.1   If we are unable to accept your order, we will inform you of this in writing and will not charge you for the Services. This might be because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the Services or because we are unable to provide Services on the dates you have specified.

6.2 reserves the right to ask guests for IDs of people staying in our apartments if fraudulent activity is suspected. also reserves the right to refuse access to guests.

7. Your rights to make changes

If you wish to make a change to the Services you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, the timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 11- Your rights of cancellation or amendment).

8. Our rights to make changes

8.1   Minor changes to the Services. We may change the Services:

  • (a)   to reflect changes in relevant laws and regulatory requirements;
  • (b)   to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the Services in any material way.

8.2   More significant changes to the Services and these terms. In addition, we may make other changes to these terms or the Services, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Services paid for but not received.
We do not anticipate altering a booking but sometimes due to circumstances beyond our reasonable control we are unable to proceed with the initial Property booked. In such circumstances we will notify you in writing offering you an alternative Property, if available within our portfolio, wherever possible (or look to assist you with a Network Partner option), or offer a full refund as full and final payment.

9. Payments

9.1   For all bookings of less than 180 nights in duration, full payment and an extra, refundable damage deposit of £150 are required for us to be able to confirm the booking back to you. For corporate bookings we may be able to agree credit terms, which would need to be agreed prior to any booking being confirmed.

9.2   For bookings of 180 nights and more, a deposit equivalent to 4 weeks of the booking charges is required at the time of booking. For each month for the duration of the booking, an invoice will be raised not less than one week before the start of each month. For corporate bookings we may be able to agree credit terms, which would need to be agreed prior to any booking being confirmed.

9.3   We will request a credit card prior to booking, to be held on file for any additional charges, and the Company reserves the right to cancel a booking should this not be provided.

10. Deposit

10.1   Your deposit will be refunded following your stay after deduction for any lost or damaged articles or property, or for any material deficiency whatsoever, plus deduction for any bank charges incurred. We would ask that you wait for 2 weeks following departure should there be any issue with this refund.

10.2   You are required to inform us of any damage, loss or broken items or any general maintenance issues immediately. Any excessive damage to the property excepting normal wear-and-tear and any loss or damaged articles, bank charges or any deficiency will be charged in full, having given you one week’s notice of the damage, and our calculation of the cost of repair, to the credit card on file.

11. Your Rights of Cancellation and Amendment

11.1   Cancellations

11.1.1   Please consult your Booking Confirmation to find out about the cancellation policy. You will also be able to find more about the cancellation policy on the apartment listing of the apartment that you booked.

11.2   Extensions

11.2.1   All bookings originally booked for 60 nights or more will be given a guaranteed option to extend as per the below conditions:

  •   More than 14 days notice prior to the original date of check-out must be given to have a guaranteed option to extend.
  •   After the 14 days prior to the original date of check-out any extension becomes subject to availability.
  •   Should you wish to extend your booking the request must be sent in writing (or email).
  •   Any grant of an extension is not confirmed until you receive confirmation in writing from the Company. An alternative Property may be offered (subject to availability) if the present Property is not available for all or any part of the extension period requested for any reason. In all cases we will look to do our best to accommodate your request.

11.2.2   There may be a different nightly rate to apply to any extension period, or part of any extension period, due to our rates being seasonal. Payment of additional charges is due immediately on the Company confirming the availability of the Property requested or any alternative Property(s) offered to you or your guest and your written acceptance of all terms of that extension.

11.2.3   On accepting the terms of any extension, you thereby accept also that all the terms apply equally to that extension as for the original booking.

11.2.4   For bookings of originally less than 60 nights any extension is subject to availability

11.3   Diminutions

1.3.1   For any diminution of a booking (cancellation of part of that booking) the notice periods in relation to the length of the original booking and all charges to be levied will be as per sections 11.1.1 and 11.1.2 above.

11.3.2   Due to the nature of our charges for any booking being based around length of stay, any diminution may result in a higher nightly charge being levied for the shortened booking than that for the original booking.

12. Arrival and Departure

12.1   Earliest available check-in to a Property operated by the Company is 3 pm on the date of arrival unless otherwise agreed by prior arrangement and confirmed in writing by the Company, and for which additional charges may be levied.

12.2   Check-in fees are not levied for all check-ins or check-outs during our regular hours of 9 am to 8 pm Monday to Sunday. On Public Holidays and out of office hours we levy a late check-in fee of £50 before midnight and £100 after midnight and before 9am, subject to our confirmation that a late check-in is possible.

12.3   Check-out time on the day of departure is no later than 10 am unless otherwise agreed by prior arrangement and confirmed in writing by the Company, and for which additional charges may be levied. Please note, there is no automatic right to a late check-out.

12.4   Additional charges of £20 per hour or part thereof, or as otherwise agreed by us in writing will be levied automatically if the accommodation is not vacated as required (10 am), and an additional night’s charge will be levied if after 1pm. We will only permit late departure (subject to the additional charge) if so confirmed by our Reservations team.

12.5   If you fail to check out of your apartment on time without prior written confirmation from you will be liable for a penalty fee of £250.

13. Telephone, Utilities and Laundry

13.1   Rates include free WiFi Internet.

13.2   Rates include provision of linen and towels, weekly cleaning of the Property and a weekly change of linen provided by the Company. Additional cleaning will incur additional charges.

13.3   The rate quoted is inclusive of electricity, gas and water.

13.4   Rates include UK Council Tax.

13.5   We cannot guarantee or be held responsible for any failure or interruption of services to the Property, including electricity, gas, water or any disruption to broadband/ internet and other communications, Where we are made aware of such failure or interruption we will use reasonable endeavours to rectify such issues as soon as we reasonably can.

14. Access

14.1   During your stay we may need access to the property for various reasons, for servicing as agreed or maintenance issues or to hold viewings. We reserve the right to access the property at any reasonable time during the booking but will endeavour to notify you prior to each visit where possible.

14.2   It is not permitted to sublet all or part of the property to a third party – all guests residing at the Property must be named in your booking and abide by these terms.

15. General Rules

15.1   All the Company’s Properties are non-smoking, including all public areas of the building. A charge of £250 will be levied for deep cleaning if this is not adhered to.

15.2   In the event of an apartment not being habitable due to loss of power, loss of heating and/or water, lock problems or similar, we reserve the right to offer alternative suitable accommodation, of a similar grade and appropriate location where possible, under the existing terms and conditions.

15.3   Use of the Property for any illegal or immoral purpose or the use of any illegal substance is not permitted and will result in the booking being cancelled by the Company with no refund and you and all guests named in the booking having to depart immediately.

15.4   The number of guests permissible in the property may not exceed the number named and specified in the contract for the booking. A violation of this clause will result in a surcharge of £40 per person per night or may result in the booking being cancelled by the Company with no refund anThe Property must only be used for the purpose of the business or holiday travel of the named guests. Under no circumstances is any other person permitted to occupy the Property under any condition. A violation of this clause will result in the booking being cancelled by the Company with no refund and you and all guests having to depart immediately.

15.5   The Property must only be used for the purpose of the business or holiday travel of the named guests. Under no circumstances is any other person permitted to occupy the Property under any condition. A violation of this clause will result in the booking being cancelled by the Company with no refund and you and all guests having to depart immediately.

15.6   You and all guests must take proper care of the Property and the contents and use them in a responsible and appropriate manner. The Property must be left in a good and clean condition at the end of the stay and any damage or additional cleaning required will incur additional charges.

15.7   You and all guests are responsible for their own belongings whilst at the Property. We will not be responsible for any theft damage or loss of your belongings during your stay at a Property either operated by the Company or by a Network Partner. We therefore recommend that you make appropriate arrangements for insurance.

15.8   In the event that you leave any items in the Property (either at the end of your stay, or in the event of a termination by us arising from any breach by you of these terms), we shall be entitled to remove such items and shall store them for you for 14 days from the end of your stay or termination (as appropriate). After such time, we shall be entitled to dispose of them in any way we consider appropriate in our sole and absolute discretion.

15.9   Luggage and similar may not be left in the Property for storage.

15.10   None of the contents of the Property may be removed and any loss or damage must be notified immediately to the Company, howsoever caused.

15.11   You and all guests will be asked to sign for the appropriate number of keys on arrival. On the day of departure, guests should leave keys as per the instructions included in the arrival information which is specific to your Property. If the keys are taken, there will be a £50 fee in a delayed return of any keys.

15.12   If you or a guest locks themselves out of the Property, a charge of £30 during Front Desk opening times will be levied for a team member to attend.

15.13   If keys are not returned at all, there will be a charge of £150 which includes their replacement plus change of lock.

15.14   You and all guests should behave in a reasonable manner and must not cause any nuisance, annoyance or danger to the owner, or to the occupants of any adjoining property. A violation of this clause will result in the booking being cancelled by us with no refund and you and all guests named in the booking having to depart immediately.

15.15   The Company may inspect the Property at reasonable hours in the daytime and may be accompanied by prospective tenants. The Company reserves an unfettered right of access to the Property for it and its staff to clean, inspect and repair the Property..

15.16   For longer stays the Company may undertake a formal inspection and inventory check of the Property to identify any excessive wear and tear to fixtures and fittings or any irresponsible or inappropriate use of the Property.

15.17   You and all guests are not to alter add to or in any way interfere with the construction or arrangement of the Property nor to make any alterations in or additions to the interior or exterior appearance thereof, this to include changing furnishings or making any fixtures to the surfaces, nor to carry out any redecoration of the Property.

15.18   If you or a guest breaches these terms then the Company may, without affecting any other rights and remedies available, give you and your guests no more than 24 hours notice to vacate the Property at such time as the Company shall think fit. At that moment this contract shall be null and void and you will have no recourse to any refund.

15.19   Health and Safety: On arrival at the Property, you must ensure you and your guests are familiar with the health and safety procedures as specified in the Property.

15.20   Our London managed properties contain our Guest Service tablet, a Perfect Stay. If any device sustains any damage during your stay, you are liable to be fined the value of the tablet: £103.

15.21   No laundry drying, barbecues or music equipment on balconies at any time.

15.22   Guests are required to behave in a responsible manner, respect the apartment and their fellow guests and keep noise to a minimum between the hours of 10pm and 7am. This includes causing any sort of nuisance or disruption to fellow guests or parties/Dinner Parties/ Social gatherings or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use the apartment for any illegal or immoral purposes. An additional charge will be made if the is called out in response to a nuisance complaint.

15.23   All pets need to have a license from (or building management) to stay in an apartment. Pets must not be exercised in the gardens, even if they have a lead. Animal waste in the garden is strictly prohibited.

15.24   Do not use hallways or the balcony as storage areas.

15.25   All rubbish must be disposed of in the correct facilities. Please do not leave rubbish in the hallways or on the floor.

15.26   If you see someone entering the building who you believe is not a resident, please request that they contact the concierge.

15.27   Please be quiet when you enter the building during quiet hours.

15.28   Guests are liable for any damages caused to linen, bath towels, hand towels and bath mats. Any damages will be at the discretion of the Guest Services team.
Here are the current list of chargers:

Item Price to replace damaged/lost items
Single Bed Sheet £12.50 + VAT
Double Duvet Cover £20 + VAT
Double Bed Sheetr £15.50 + VAT
King Bed Sheet £18.50 + VAT
Pillowcases £4.75 + VAT
Bath Towel £12.50 + VAT
Hand Towel £9.75 + VAT
Bath Mat £7.75 + VAT

16. Your Rights to Terminate the Contract

16.1   We will supply the Services to you until either the end of the booking period or, you end the contract as described in this clause 16 or we end the contract by written notice to you as described in clause 17.

16.2   You can always end your contract with us. Your rights when you end the contract will depend on your booking, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • (a)   if the Services are misdescribed you may have a legal right to end the contract (or to get a service re-performed or to get some or all of your money back). See clause 18.
  • (b)   If you want to end the contract because of something we have done or have told you we are going to do, see clause 16.3
  • (c)   If you have just changed your mind about the booking, see clause 16.4 You may be able to get a refund if you are within the cancellation period, but this may be subject to deductions;
  • (d)   In all other cases (if we are not at fault and there is no right to change your mind), see clause11.3 on diminutions.

16.3   Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any Services which have not been provided and you may also be entitled to compensation. The reasons are:

  • (a)   we have told you about an upcoming change to the Services or these terms to which you do not agree;
  • (b)   we have told you about an error in the price or description of the Services you have ordered and you do not wish to proceed;
  • (c)   there is a risk that we cannot supply the Services on the dates agreed because of events outside our control;
  • (d)   we have suspended supply of the Services for technical reasons, or notify you we are going to suspend them for technical reasons; or
  • (e)   you have a legal right to end the contract because of something we have done wrong.

16.4   Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most services bought as a consumer online you have a legal right to change your mind within 14 days and receive a refund. Such right, however, does not apply to accommodation services as provided under this contract. Nevertheless, we do provide you with a period following your booking to change your mind (see clauses 7 and 11 above).

16.5   We are not responsible for delays outside our control. If our supply of any of the Services are delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this and you are not unduly inconvenienced by the delay we will not be liable for delays caused by the event, but if there is a risk of substantial delay or inconvenience you may contact us to end the contract and receive a refund for any Services you have paid for but not received.

16.6   How to end the contract with us (including if you have changed your mind):

  •   Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
  •   Phone or email. Call Reservations on 0203 7103010 or email us at [email protected]. Please provide your booking number, name, home address, details of the order and, where available, your phone number and email address.

17. Our rights to end the contract

17.1   We may end the contract if you break it.

17.2   We may end the contract for a service at any time by writing to you if you, or any guest:

  • (a)   do not make any payment to us when it is due and you still do not make payment within [ ] days of us reminding you that payment is due. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.
  • (b)   do not, within a reasonable time of us asking for it, provide us with any information that is necessary for us to provide the Services, for example, names and number of guests;
  • (c)   do not, within a reasonable time, allow us to deliver the Services to you.
  • (d)   do not, within a reasonable time, allow us access to the Property to supply the Services;
  • (e)   display unsuitable conduct causing disturbance to other residents
  • (f)   carry out any other breach of these terms, in particular for any reason allowing us to terminate as specified in clause 15.

Following Termination

17.4   In the event of you and/ or any guest failing to leave the Property voluntarily within 24 hours of such request we reserve the right to commence immediate court proceedings for possession of the Property together with all legal and other costs which may be incurred in connection with such action.

17.5   You must compensate us if you break the contract. If we end the contract in the situations set out in clause 17 we will refund any money you have paid in advance for Services we have not yet provided but we may deduct or charge you reasonable compensation for the net costs/losses we will incur as a result of your breaking the contract.

18. If there is a problem with the Services

18.1   How to tell us about problems. If you have any questions or complaints about the Services, please contact us. You can telephone our guest services team at +44 (0)203 701 3010 or write to us at [email protected] Unit 3 Barrel Yard, Vinery Way, Hammersmith, W6 0LQ.

18.2   Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. For our customers contracting with us as consumers - see the box below for a summary of your key legal rights in relation to the Services. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights.
These are subject to certain exceptions. For detailed information please visit the Citizens
Advice website or call 03454 04 05 06.

The Consumer Rights Act 2015 says:

  • you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
  • if you haven't agreed a price upfront, what you're asked to pay must be reasonable.
  • if you haven't agreed a time upfront, it must be carried out within a reasonable time.

19. Our responsibility for loss or damage suffered by you

19.1   We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process.

19.2   We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services, or if the Services are not supplied with reasonable skill and care.

19.3   When we are liable for damage to your property. If we are providing Services in the Property, we will make good any damage to your personal belongings caused by us while doing so.

19.4   We are not liable for business losses. If you are using the Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

20. How we may use your personal information

20.1   How we will use your personal information. We will use the personal information you provide to us:

  • (a)   to supply the Services to you;
  • (b)   to process your payment for the Services; and
  • (c)   if you agreed to this during the order process, to give you information about similar services that we provide, but you may stop receiving this at any time by contacting us.

20.2   We may pass your personal information to credit reference agencies. Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do..

20.3   We will only give your personal information to other third parties where the law either requires or allows us to do so.

21. Other important terms

21.1   We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within [one week] of us telling you about it and we will refund you any payments you have made in advance for products not provided].

21.2   You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

21.3   Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

21.4   If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

21.5   Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.

22. Applicable Law

These terms and conditions shall be governed by English Law and are to be interpreted under it in an English Court of Law.

23. Loyalty programme

Our loyalty programme entitles you to 1 loyalty point per £50 spent when booking online. Each squ.air mile is worth £1 and can be used as discount against future bookings. The squ.air miles will automatically be added to your account after you have booked with us.

23.1 If payment is made in any other currency than GBP, the amount will first be converted into GBP and then into squ.air miles.

23.2 A minimum of 100 squ.air miles is required to redeem and use as payment. The squ.air miles value will be deducted from your payable amount in Step 4 in check out.

23.3 squ.air miles are applicable for bookings made online only.

23.4 squ.air miles cannot be exchanged into cash or any other products.

23.5 squ.air miles are personal to your account and cannot be referred to other users.

23.6 Maximum Redemption through squ.air miles is LOWER AMOUNT of below 2 conditions:

  • Either upto 100 Squ.air miles; OR
  • 10% of Booking Amount on own apartments in London AND 5% of Booking Amount on Network Apartments in London and other cities.

23.7 No Squ.air miles can be credited or redeemed for bookings through Third Party Commissionable agents.

23.8 No Squ.air miles can be credited or redeemed for extension of any booking.

23.9 No squ.air miles can be credited for any booking in which squ.air miles are redeemed.

23.10 squ.air miles cannot be redeemed with any other offer

24. Referral programme

Users can generate a referral code in their account here: and share with friends. The referred friend will receive a £50 referral code in an email. This code can be used as a discount on their first booking on When the referred friend has booked, the original user, ‘referee’, will also receive £50 to spend on

24.1   Users can refer as many friends as they want and will receive £50 for each friend that books using their referral code. The original user, ‘referee’, can earn a maximum of £500, or 10 friends, per year.

24.2   Referral codes are valid for one year from referral date.

24.3   The original user, ‘referee’, will only receive and be able to claim their £50 referral code after their referred friend has booked using the code.

24.4   Referral codes are valid for bookings on only and cannot be exchanged into cash or any other products.

24.5   Minimum payable amount is £300 when applying a referral code.

24.6   Referral codes are redeemed by logging in to your account and choosing or typing in the code in Step 4 in check out.

25. Promise promise is applicable to stays of seven nights or more. If the apartment is brand new and BT hasn’t yet installed the internet line, you will be provided with a Mi-Fi in the meantime.

26. Offers

All new sign ups can redeem 10% off on their first booking on selected London managed apartments in our portfolio. Maximum redemption for this introductory offer that is only applicable on your first booking is the lower amount of: 10% of the total booking value or £100.

27. Pet policy

Terms and Conditions

  • All pet requests, must be disclosed at the time of enquiry, prior to arrival and full information, about the type of animal, the size, behaviour, Registration Medical & Injection Record made available before the booking can be accepted.
  • Pet/s must be well trained.
  • Pet/s must be supervised & on leash in public areas.
  • Guest should bring their own bedding for pets and they are not allowed to use bedding and chairs.
  • The owner must prevent noise or any other disturbance by the pet in the interest of other residents of the building.
  • The pet/s must not use apartment crockery – please supply own dog/cat bowl.
  • The pet/s must be taken off premises for pet waste – owners are responsible for pet waste.
  • If a pet were to display aggressive behaviour, its owner would be required to remove it from building ground immediately.
  • Only house pets are allowed in apartment.
  • Any fouling in bedrooms and grounds must be remove immediately and sanitised. Failing will result in £50 penalty.
  • The pet owner will be responsible for any damage caused.
  • reserves the right to refuse any pet requests if deemed necessary.


  Refundable Deposit (including VAT) Pet Fee (non-refundable) Notes
Pet Fees £500 £12 + VAT per night Minimum Charge £250 + VA

After departure we will assess the apartment for damages and create a check-out inspection after the Housekeeping team finishes with the cleaning. We strive to send this to you within 7 working days after check out. The report will be sent to the contact who confirmed the booking. The refund will then be processed within 3 - 4 working days after the final inspection.


For each confirmed booking we will provide a complimentary PET WELCOME KIT. This will include:

  • Drinking and Feeding Bowl/s
  • Mini First Aid Kit
  • Small or Medium Deluxe Soft Washable Basket Bed Cushion with Fleece Lining

28. Energy Fair Usage

Where gas and electricity are included in your rent, the following fair usage policy will apply. This is to ensure that your energy usage is not excessive and stays within reasonable allowances. The allowances are generous and you are unlikely to exceed these limits if you are sensible with your energy usage.

Once that limit is reached, the rest of the bill will be added for you to pay.
Free utilities is capped as per below:

  • £30week for studio (single occupancy)
  • £35/week for studio (double occupancy)
  • £40/week for 1-Bedroom
  • £45/week for 2-Bedroom
  • £50/week for 3-Bedroom

Utilities usage that exceeds the capped amount will be chargeable.

* Utilities: water, gas and electricity usage.