The Gatehouse, City of London

In these Serviced Apartment Terms and Conditions:

1.1″College Hill Street “, “we”, “us” or “our” means College Hill Street Limited, a company registered in England and Wales with the registered number 30479011, whose registered address is United House, 9 Pembridge Road, London. W11 3JY, (including , where appropriate, our employees, suppliers and agents, and insurers);

1.2 “you” or “occupant” means the party making or who has made a booking for a serviced apartment with or through College Hill Street ; and

1.3references to a “room” or “accommodation” or “apartment” include any “optional extras” or additional services you buy.

2 RESERVATIONS
2.1 All reservations must be made by completing a booking form. If, during the booking process, the apartment you require is not available or we are unable to confirm the apartment initially requested, we will notify you by email and offer you alternative accommodation. We will endeavour to hold the reservation for such alternative accommodation for 2 hours in order for you to confirm that the alternative meets your needs by making payment in full.

2.2 In respect of all bookings relating to apartments not operated by College Hill Street , College Hill Street acts as an introductory agent on behalf of our third party suppliers. Your contract for such bookings will be with the actual third party supplier. All such bookings will be also subject to the relevant third party supplier’s conditions in addition to these conditions.

2.3 Full payment for your apartment must be made at the time of booking unless you have a College Hill Street client account. All bookings must be charged to a valid credit or debit card and will be charged to that card when the booking is made or (where applicable) against your College Hill Street client account credit balance. As part of your booking, you will be required to provide details of a credit or debit card. If you have not booked with us before, you will be asked to register your details with College Hill Street . College Hill Street accept American Express, Visa, MasterCard, Visa Delta and Maestro/Solo.

2.4 Your booking constitutes an offer to us to “buy” an apartment. All reservations are subject to acceptance by us and a contract is only formed between you and College Hill Street once we have confirmed acceptance of your payment details by sending you a booking confirmation by email (the “Contract”). All reservations are subject to availability and the Contract relates only to booking which has been confirmed in accordance with this section 2.4.

2.5 Once we have confirmed that your payment has been accepted, you confirm that you accept and will comply with these “College Hill Street Serviced Apartment Terms and Conditions” as well as the “College Hill Street General Booking Terms and Conditions” set out below which are incorporated and form part of the Contract. Where a reservation relates to a serviced apartment which is not operated by College Hill Street , we act as an introductory agent on behalf of one of our third party suppliers and your contract for such reservation may also be subject to the relevant supplier’s terms and conditions. You will be notified at the time of booking if additional supplier terms and conditions apply. In the event of any conflict or inconsistency between these sets of terms, the following order of priority shall apply:

2.5.1 these College Hill Street Serviced Apartment Terms and Conditions;

2.5.2 the College Hill Street General Booking Terms and Conditions set out below; and

2.5.3 (where applicable) the third party supplier terms and conditions.

2.6 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 College Hill Street 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 please refer to the apartment details on the website and/or the booking confirmation.

2.7 Accommodation & Occupancy

College Hill Street acts as an agent on behalf of its third party suppliers in relation to the accommodation owned or controlled by those third party suppliers. Reasonable care has been taken that the content of the College Hill Street website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on the College Hill Street website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that College Hill Street cannot check the accuracy of all information provided by its third party suppliers. College Hill Street reserves the right to notify you of any changes to the published content of they are made aware of it. Given the above factors, College Hill Street does not warrant that any of the content on the College Hill Street website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. College Hill Street ‘s website may link to other websites and College Hill Street is not responsible for the data policies, content or security of these linked websites.

You should note the following points about College Hill Street operated and third party supplier apartments:

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 College Hill Street 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, College Hill Street or the third party supplier 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 College Hill Street , if the apartment is College Hill Street operated, and/or the third party supplier in relation to their apartments. In any event we recommend that you take time to familiarise yourself with the safety procedures in the apartments, the building and local area, paying particular attention to fire evacuation details and security.

You and the other members of your party are responsible for payment of any charges made for use of facilities, such as but not limited to telephone calls, broadband, additional laundry services, parking and for any other fees levied by College Hill Street and/or the third party supplier (under these or the third party supplier’s conditions) for the use of amenities.

Accommodation might not be able to operate heating and air-conditioning at any one time.

Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.

College Hill Street shall use reasonable endeavours to retain any items left in apartments for up to 3 months after the guest’s departure date. Please email us relating to any lost items. Where the booking takes place with a third party supplier, College Hill Street can guarantee any items will be retained.

Guests remain personally responsible for all sundry expenses and may be requested to provide additional credit card details upon arrival.

2.8 Restrictions

In relation to College Hill Street operated apartments the following restrictions apply as standard. There may be other restrictions at third party supplier apartments. Full details are available on request:

Smoking: College Hill Street operates a non smoking policy in its own operated apartments. Smoking may also not be allowed in third party supplier apartments and should you wish to smoke during your stay you should ensure at the time of booking that you are permitted to do so in your chosen apartment location. If you do smoke in a property that prohibits smoking, you may incur additional cleaning charges.

College Hill Street 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 College Hill Street reserves the right to cancel their booking with immediate effect and without refund.

Pets: College Hill Street regrets that pets are not allowed in the apartments.

3 AMENDMENTS AND CANCELLATIONS
3.1 If you are a consumer (i.e. you are not booking a serviced apartment for, as or on behalf of a business or business employee), once your booking has been confirmed by us and the Contract has been formed, you may cancel your booking (and have all monies paid returned to you) at any point up to the earlier of: (i) the day falling seven working days after the date of the Contract, and (ii) the date on which you begin your stay at the serviced apartment. If you wish to cancel the contract you must do so in writing.

3.2 Except as stated above, once a reservation has been confirmed by us, it may only be amended or cancelled in accordance with the cancellation policy or early departure policy stated on the Website for the particular apartment or provided with your booking confirmation. All amendments are subject to availability and any third party policies that may apply.

3.3 All amendments and cancellations must be submitted in writing and any amendment or cancellation is only confirmed once you have received written confirmation from London Serviced Apartments.

3.4 An administration charge of £25 plus VAT will apply to all amendments and cancellations (excluding any cancellations made under section 3.1) made after a reservation has been confirmed by us. In the case of amendments or extensions, rate changes may also apply and, you agree and authorise us to charge all additional payments from the credit or debit card used to make the original booking.

3.5 Should you wish to check out of your apartment before your scheduled departure date, you must advise College Hill Street prior to your proposed check out date in accordance with the relevant early departure policy (usually a specified time the day before your scheduled departure date). We reserve the right to treat any early departure which results in a reduction of the charges payable to us as a cancellation.

3.6 All bookings are accepted by us in good faith. Should we be unable to provide you with a room that you have booked for any reason, we will use all reasonable endeavours to find alternative apartment nearby which is of a similar standard at no extra charge.

3.7 College Hill Street does not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected. College Hill Street reserves the right to do so. If this does happen, College Hill Street 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 College Hill Street will, if possible and as soon as is reasonably practical, offer you an alternative apartment (from the range advertised by College Hill Street ) of similar type and standard in a similar location for the same period. As the alternative property is likely to be operated by a different third party supplier to that of the original apartment booked, the advertised cost of the alternative apartment will be payable. If the alternative apartment is advertised at a lower price, you will receive a refund (if you have already paid the total accommodation charges) of the price difference. If you do not wish to accept a change or any alternative apartment offered or College Hill Street 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 College Hill Street unless this is the result of an Event beyond our Control – see Clause 10 below. You should tell College Hill Street as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively if you want a refund.

3.8 College Hill Street 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.

Cancellations:
3.9 College Hill Street ’s cancellation policy is set out below, however, where College Hill Street acts as an agent for a third party supplier the cancellation determined by that supplier may differ from College Hill Street ’s own policy and shall apply to the booking.

3.10 Requests for cancellations and changes must be made by contacting College Hill Street ’s Reservation Team during office hours. Any cancellation or change notified directly to the third party supplier will not be effective. Bookings not changed or cancelled through College Hill Street will be subject to a 100% charge.

3.11 All cancellations must be confirmed in writing (email is acceptable). Cancellation charges will be applied in relation to the notice period between notification of cancellation and the date of stay at each apartment within a booking.

3.12 Transaction fees are non-refundable.

3.13 For stays of 3-6 nights, notice of cancellation is required, in writing, 72 hours prior to midday on the day of scheduled arrival, to avoid a cancellation penalty equal to the full cost of the booking.

3.14 For stays of 7-27 nights, notice of cancellation is required, in writing, 7 days prior to midday on the day of scheduled arrival, to avoid a cancellation penalty equal to the cost of 7 nights.

3.15 For stays of 28+ nights, notice of cancellation is required, in writing, 14 days prior to midday on the day of scheduled arrival, to avoid a cancellation penalty equal to the cost of 14 nights.

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

3.17 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.

Early Departure:
3.18 College Hill Street ’s early departure policy is set out below, however, where College Hill Street acts as an agent for a third party supplier the early departure policy determined by that supplier may differ from College Hill Street ’s own policy and shall apply to the booking.

3.19 For stays of 3-6 nights, the full cost of the booking will apply irrespective of the guests early departure.

3.20 For stays of 7+ nights, notice of early departure is required, in writing, 14 days prior to the guest’s new departure date. Please note: you may be subject to an increased rate band (see below) should your final length of stay be shorter than the original booking period.

No. nights Rate band

3-14 nights Band 1

15-27 nights Band 2

28-89 nights Band 3

90+ nights Band 4

Extensions:
3.21 College Hill Street ’s extension policy is set out below, however, where College Hill Street acts as an agent for a third party supplier the extension policy determined by that supplier may differ from College Hill Street ’s own policy and shall apply to the booking.

3.22 If you wish to extend a stay, College Hill Street requires notice in writing. 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 London Serviced Apartments notice in writing of an intention to extend a stay may result in your apartment being booked by another guest.

3.23 Where notice of intention to extend your stay has been given, College Hill Street 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.

3.24 No administration fee is payable when a booking is extended.

3.25 If your initial booking is for 28 nights or less, all requests for extensions will be subject to availability.

3.26 For all other lengths of stay, 14 days notice is required to guarantee an extension to a current stay. Extensions requested less than 14 days in advance are subject to availability.

4 YOUR OBLIGATIONS
4.1 Please note that College Hill Street does not accept apartment bookings from individuals under the age of 18. Proof of identification and date of birth may be requested at check-in. If you fail to provide these details, we reserve the right to cancel the reservation.

4.2 By making a booking, you confirm and promise that:

4.21 all details provided with your booking are correct and complete (it being acknowledged that incorrect or incomplete details may result in a reservation being cancelled); and

4.2.2 you will advise us of any change to your email address or other contact details provided.

4.3 You are fully responsible for checking and managing all passport, visa and health requirements which may apply to you and your party. 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.

4.4 All apartments are occupied as serviced apartments and on the basis that no rights of tenancy are created. Where a Contract is with an individual person (as opposed to a company) then by entering into the Contract, you declare and confirm that the apartment booked is not your principal place of residence and that you shall not acquire any legal interest in the apartment or building related to it. You will occupy the apartment as a mere licensee and may not transfer or assign any rights or benefits granted to you in respect of it.

5 PRICING AND PAYMENTS
5.1 Apartment prices shown on the Website or quoted by us to you are per apartment per night. The total price for the apartment will be as quoted except in the case of obvious error. This excludes any charges that may apply for telephone calls, internet access or any other optional extras. Unless stated, VAT and/or any local taxes will be added to the total amount payable at the prevailing rate in force at the time of booking.

5.2 All payments and transactions will be processed in Pounds Sterling (GBP) at the prevailing exchange rates at the time of booking.

5.3 The price of an apartment is dependent on a variety of factors. Rates may vary by night at the same location. Once a booking confirmation has been sent to you by us, the price for that room will not be altered unless the booking is amended or cancelled.

5.4 Payments: Payment should be made either through College Hill Street ‘s website or through the following methods of payment:

Bookings made by American Express Card (Amex) will incur a transaction fee of 2.95% of the total payable. Bookings made by Visa Credit Card and MasterCard will incur a transaction fee of 2.0% of the total payable. There is no transaction fee when booking with Visa Debit Card or Maestro/Solo.

Company Cheque: Pounds Sterling or Euro payable to ‘College Hill Street Limited’.

Bank Transfer: Pounds Sterling or Euro (bank details are available on request).
We may pass your debit/credit card details to a third party to process any payments.

As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell College Hill Street immediately. However, we regret College Hill Street 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, College Hill Street 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.

6 SPECIAL NEEDS
6.1 Should you require a room for persons with special needs or should you have a disability assistance dog, please specify this at the time of booking. When booking an apartment intended for a person with special needs, during the booking process you will be required to confirm that such booking is intended for a person with special needs that precludes him/her from staying in any other room type. If you book a room of this type and the person for which it is intended does not have such special needs, at check-in we reserve the right to charge you any price differential at the prevailing rate, allocate you alternative accommodation or refuse you accommodation and you shall not be entitled to any refund.

7 OPTIONAL EXTRAS
7.1 All apartments will be cleaned and have the bed made on your arrival. Included in all prices is a weekly clean and a weekly change of linen and towels. Should you require additional housekeeping services during your stay, these are available at a charge.

7.2 Additional services available at serviced apartments may include:

Telephone Calls: Telephone calls are charged separately. It is the guest’s responsibility to pay all telephone call charges incurred during their stay in an apartment. Sometimes, telephone call charges are provided by a third party supplier. Where this arrangement exists, it is the guest’s responsibility to set up a charge account with the service provider direct (details available in the apartment).

Broadband: Broadband is available in most apartment locations and where applicable will be charged for separately. Where broadband is offered, College Hill Street will make every effort to ensure that the service is available at all times, but College Hill Street cannot guarantee any internet or broadband connection availability. If there is a fault which is deemed by College Hill Street to be associated with the user’s hardware or software, no support will be available. Use of the internet is on the understanding that under no circumstances will College Hill Street be held responsible for any actions that may arise from the use of a guest’s internet connection. College Hill Street reserves the right to pass on any records to the authorities if required to do so. College Hill Street accepts no responsibility for any virus that may be received following a guest’s use of the internet; we recommend that your equipment utilises sufficient software protection.

Cleaning: A weekly clean, linen change and change of towels is included in the weekly rate. Additional services may be requested and charged for accordingly. Rates vary from apartment to apartment, and from supplier to supplier. Quotes will be advised at time of request and charged to guests bill.

Keys: College Hill Street will issue the guest with sets of keys (as relevant) 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 made to the booker. If between the hours of 6 pm and 9 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, College Hill Street reserves the right to charge £50 plus VAT call out charge in addition to the charge for lost keys.

Call Outs: If the emergency call out number is used to call out the apartment manager between the hours of 6 pm and 9am for any purpose other than an emergency, College Hill Street reserves the right to charge the booker a call out fee of £50 plus VAT.

Storage of Luggage: Where facilities are available and at its discretion College Hill Street can store guest’s luggage at an additional charge.

Other Chargeable Services: Details of additional chargeable services at College Hill Street operated and third party supplier apartments are available on our website www.gonative.com e.g. extra cleaning, additional laundry services, parking, chauffer service, cot hire, VIP packs. These will be priced individually and must be paid for prior to your arrival or upon request during your stay.

7.3 Although College Hill Street will make every effort to ensure that guests enjoy a peaceful stay, College Hill Street 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, College Hill Street will use its best endeavours to maintain and rectify (within a reasonable period of time) all services and issues (within reason) to College Hill Street operated apartments and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.

7.4 Please check your booking confirmation or contact London Serviced Apartments for further details about these services and any charges that may apply.

8 ARRIVAL AND DEPARTURE
8.1 All serviced apartments operate an arrival and check out policy which will be as specified in your booking confirmation or any third party supplier terms and conditions. Early or late check must be separately agreed with College Hill Street and is not guaranteed. Any additional hours of occupation outside the stated times will be charged as one extra day unless otherwise agreed.

8.2 You must present your booking confirmation upon check-in at the apartment.

8.3 If you do not arrive at the apartment to which your reservation relates by 10.00am on the morning after the first night of your booking it will be treated as a cancellation. Some third party suppliers may charge for the full length of your stay if they are unable to secure an alternative booking for the remainder of your reservation dates.

8.4 Details about key collection, access codes or key drop off will be provided to the booker prior to check-in date. You are responsible for safeguarding the key and must not provide it, or disclose any access codes to any party other than a member of your party in relation to the specific apartment. It is your responsibility to ensure that the guests have all the access codes and other relevant information provided to them by College Hill Street , to allow guests to access the apartments.

9 ADDITIONAL CLEANING, DAMAGES AND REPAIRS
9.1 College Hill Street expects the apartments to be left in a reasonable state on departure in accordance with the College Hill Street General Booking Terms and Conditions. If, at College Hill Street ’s discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge. When the duration of the reservation is in excess of 28 days, a discretionary final cleaning charge of up to £200 plus VAT may be charged. In addition, if an apartment is deemed unfit for occupation, the booker /guest will be obliged to pay compensation to College Hill Street for loss of revenues in addition to the costs of cleaning and repair. College Hill Street reserves the right to charge £200 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 to the apartment or contents caused by the guest must be paid in full by the booker. In the event of any breakages or damage discovered after the guest vacates, College Hill Street will notify the booker by e-mail within 1 week of the guest’s departure, providing a detailed breakdown of the applicable charges and the cost of rectifying them. Where possible, photographic evidence will also be supplied. Inventories and condition reports can be provided at the beginning and at the end of the accommodation period if required at a cost of £50 plus VAT. ). If an apartment is deemed unfit for occupation, you may be obliged to pay compensation to College Hill Street for loss of revenues in addition to the costs of cleaning and repair.

9.2 We may pre-authorise your credit or debit card at time of booking and hold pre-authorised details on a PDQ terminal. By giving us your credit or debit card details, you agree and consent to College Hill Street Limited debiting such amounts from your card which we (acting reasonably) deem you to be responsible for to cover:

9.2.1 the cleaning costs referred to in section 9.1;

9.2.2any breakages and damages caused during your stay such costs; and

9.2.3any extras or incidentals incurred during your stay. These amounts may be debited from your card without prior notification.

10 EXCLUSIONS OF LIABILITY
10.1 We shall have no responsibility for any loss of, or damage to, any of your property left in the Serviced Apartment during your stay unless such loss or damage was directly caused by our negligence or that of the operator of the apartment you are staying in.

10.2 We, College Hill Street , are responsible for losses you suffer as a result of a breach by us of these Serviced Apartment Terms and Conditions or the College Hill Street General Booking Terms and Conditions, if the losses are a foreseeable consequence of our breach. Losses are foreseeable where you and/or we could contemplate them at the time the Contract between you and us was formed. We are not responsible for indirect losses that are not foreseeable by you or us (such as loss of profits or loss of opportunity).

10.3 College Hill Street does not exclude or limit in any way its liability:

10.3.1 for death or personal injury caused by our negligence (or that of our employees or agents);

10.3.2 under Section 2(3) of the Consumer Protection Act 1987;

10.3.3 for fraud or fraudulent misrepresentation; or

10.3.4 for any matter in respect of which it would be illegal or unlawful to exclude, or attempt to exclude, liability.

10.4 If you are booking for, as or on behalf of a business or business employee:

10.4.1 that business shall indemnify College Hill Street against all liabilities, costs, expenses, damages and losses (including consequential losses, loss of profit, loss of reputation and all other costs and expenses) suffered or incurred by College Hill Street or its suppliers arising out of or in connection with your, or your business’, breach of these.