1.1 The minimum guest stay is 3 nights.
1.2 Guest reservations are only confirmed on receipt of a deposit payment of one week’s occupancy (or full payment if occupancy is less than a week) at the time of booking. Deposit payments can be accepted by cash, debit or credit card. The balance outstanding will be due for payment at time of arrival.
1.3 For long term guest reservations of over one month, a deposit payment equal to the first month’s occupancy must be paid at the time of booking. The guest will be asked to pay the next month’s rental or balance payment on the due date one month after check in.
1.4 Firm dates of arrival and departure must be stated at the time of booking. Every effort will be made to accommodate guests who have a requirement to extend their stay but no guarantee can be given.
1.5 We will endeavor at all times to supply the Apartment that has been booked. However, for reasons beyond our control we may have to change the apartment booked before guest arrival. We reserve the right to do so but if this is necessary we will always offer guest accommodation of an equal or higher standard than the accommodation booked. Any change to the Apartment booked will be at no extra cost to the guest.
1.6 If a deposit payment is not confirmed at the time of booking, or it is subsequently cancelled, we reserve the right to suspend or cancel the booking with immediate effect.
2.1 A notice of cancellation must be received in writing by email or letter.
2.2 If a notice of cancellation is received at any time up to 4 weeks before the date of arrival the deposit will be refunded with a cancellation charge of -15%.
2.3 When less than 4 weeks’ notice of cancellation is given before the date of arrival no refund of the deposit will be made.
GUEST ARRIVAL / CHECK IN
3.1 Guests and their booking agents are required to supply full details about time of arrival when booking accommodation. It is our policy to operate a Meet and Greet Service for all guests and this cannot be undertaken if full arrival details are not supplied at the time of booking or at least one week before the arrival date. We will not be responsible if guests are unable to gain immediate access to their apartment if this information is not supplied.
3.2 Apartments are not available for occupation until 14.00pm on the day of arrival / check in. Early arrival / check in may be arranged for an additional charge but this cannot be guaranteed.
3.3 Arrivals after 24.00hrs are not permitted. We reserve the right to add a late arrival surcharge for guests arriving after 18.00pm.A surcharge of £50 will be added to the accommodation charges.
3.4 All guests and apartment occupiers are required to provide current passport or identity document details on arrival at reception. If any guest is unable to provide this information, we reserve the right to deny entry to the apartment that has been booked and the booking will be cancelled.
3.5 On arrival, guests are required to supply details of a valid credit card which is held on our files during the stay as security against unpaid apartment or occupancy charges. If any apartment or occupancy charges remain outstanding after departure, guests will be informed about these charges in writing by letter or email before they are processed. We will use the credit card details supplied by the guest at check in to settle these charges.
3.6 An Inventory of the Apartment and its Contents is kept inside each apartment. Guests will find the inventory on the dining table. Guests are reminded that they have an obligation to check the inventory on arrival and report any issues they may have to the Office Reception.
DURING THE OCCUPANCY OF YOUR APARTMENT
4.1 Guests will be provided with two sets of keys to their apartment. An additional set can be provided on request. It is the responsibility of all guests and occupiers to ensure that they are in possession of these keys at all times and that all keys are returned at the end of the guest stay. An additional charge will be made for lost keys of £50. If we are required to provide access due to lost or forgotten keys outside of office hours a further £50 will be charged.
4.2 A safe deposit box is provided in every apartment. Guests are strongly advised to use this for cash, jewellery and valuables. Heritage Apartments cannot be held responsible for loss or damage to guest’s personal effects, cash or valuables howsoever arising.
4.3 Guests and Occupiers are expected to keep their apartment, its furniture, fittings and soft furnishings in the same condition as found on arrival/check in. If on departure it is found that specialist cleaning or repairs to the apartment are required, we reserve the right to apply specialist cleaning or repair charges as found to be necessary. The minimum specialist cleaning or repair charge is £100. Charges will be applied using the credit card details supplied at the time of guest arrival/check in.
4.4 A telephone is provided in each apartment for guest use. Guests are responsible for all telephone call charges incurred during their stay. Local calls are charged at a rate of £0.80p per minute plus VAT. International calls & calls to mobiles vary in price.
4.5 Smoking is not permitted in any Apartment or on Stairs, in Hallways, Corridors or in any part of buildings. This policy complies with the UK Law with regard to smoking inside buildings and it is strictly enforced. Guests found smoking inside their apartment may have their stay terminated and be required to leave.
GUEST DEPARTURE / CHECK OUT
5.1 Apartments must be vacated by 11.00am on day of departure. Guests are asked to return all sets of keys to the reception office. If the reception office is closed, keys may be left on the dining table in the apartment and the front door to the apartment firmly closed on exit. Late departure / check out is only available by prior arrangement and cannot be guaranteed.
5.2 The inventory of the apartment will be checked shortly after guest departure,and any damages, breakages or items found to be missing from the apartment inventory will be assessed and charged to the occupier using the credit card details supplied the time of arrival/check in.
5.3 Guests are asked to visit reception before departure to settle their phone bills. Early morning departures before 09.00am or departures outside of office hours are kindly requested to visit reception the day before to settle their account. Unpaid telephone bills will be charged to the credit card, details as supplied at the guest arrival/check in.
These Terms & Conditions govern our contract with all guests and apartment occupiers. They are subject to English Law. We reserve the right to vary or alter them without prior notice.