Booking Terms & Conditions
Booking Terms and Conditions
These conditions govern all bookings made with WESTSIDE APARTMENTS ,The Company Limited (“WESTSIDE PROPERTY SOLUTIONS LTD”) registered in England under number 10502685 And registered address 2 Church Street, Burnham, Bucks; SL1 7HZ
You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.
1. Your Booking
Any booking will only come into existence when payment has been made in full and your confirmation has been dispatched by us.
Restrictions may apply in certain locations including, but not limited to, minimum night stay and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.
All guest names and contact telephone numbers are required at the time of booking including whether they are adults or minors.
As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell us immediately. However, we regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation
2. Special Requests
We will endeavour to do everything we can to help guests with special requirements. Please ensure we are made aware in writing, of any special requirements at time of booking so we can help you select the most suitable apartment for your needs.
3 Group Bookings
Special conditions may apply and these will be advised at the time of booking.
4. Payment
Payment in full is required at the time of booking unless otherwise agreed. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.
Payment should be made in Pounds Sterling or Euro by: Credit or Debit card or Bank transfer Bank Transfer: (bank details are available on request).
5. Security Deposit
A Security Deposit to cover additional charges including breakages, damages, extra cleaning and further accommodation charges incurred during your stay, may be taken and you will be advised whether this is payable at the time of booking or on arrival at the apartment.
6. Payment of Additional Charges
Valid credit/debit card details must be supplied at the time of booking and/or upon arrival at the apartments to cover additional charges. These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded.
7. Changes, Extensions and Cancellations
All requests for changes, extensions and cancellations must be made in writing or you will be liable to pay us the full amount of the booking.
Changes; If you wish to change any detail of your confirmed booking we will do our best to make the change and reserve the right to charge an administration fee depending on the nature of the change.
Extensions; If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.
Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.
WESTSIDE Apartments reserves the right to treat an early departure or reduction in the number of nights or apartments booked as a cancellation and apartments may be re- let and cancellation charges will apply. Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds.
Transaction fees are not refundable in the event of a cancellation.
Cancellations; The cancellation policy can be requested at the time of booking.
Notice Period; cancellation charges relate to the date prior to arrival when we are notified of the cancellation and will determine the cancellation charges incurred according to the scale below.
|
Length of stay |
Notice period |
Cancellation charge |
|
1-6 nights |
48 hours prior to arrival date |
No refund |
|
7-28 nights |
7 days prior to arrival date |
Minimum 7 nights’ accommodation charge |
|
29 nights |
29 days prior to arrival date |
Minimum 14 nights’ accommodation charge |
These notice periods also apply to early departure, postponed arrival or reduction in the number of minimum night’s stay.
8. Changes by Us
We do 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 and we reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible. If a change has to be made or your booking has to be cancelled we will, if possible, offer you an alternative apartment of similar type and standard in a similar location for the same period. If the alternative apartment is advertised at a lower price, you will receive a refund of the price difference. However, if the alternative apartment is at a higher price the new price will be payable. If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you may be entitled to cancel your booking and receive a refund unless this is the result of an Event beyond our Control – see below. You should tell us as soon as possible whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund.
Events beyond our Control include but are not limited to the following: act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo, blockade.
9. Insurance
We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked. Therefore you are advised to ensure you have appropriate insurances in place. In addition you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.
10. Your Accommodation
All apartments are occupied as serviced apartments and are only to be used as temporary or holiday accommodation for you, or your organisation. The maximum guests in an apartment is determined by the number of beds in the apartment. If the maximum number is exceeded then we may refuse access to the accommodation and/or reserve the right to charge for additional apartments.
11. Arriving and Departing
The specific arrival and departure policy should be requested at the time of booking and will be stated on the confirmation. Arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.
12. Access to Your Apartment
Key collection details will be provided to you prior to arrival. We do not have reception desks and you will be given a code to enter the building and details of key collection once your booking is confirmed. It is essential that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.
13. Departure
The procedure for departure will be confirmed on arrival.
14. Facilities and Services
Cleaning: Your apartment is cleaned weekly. The day your cleaning is scheduled will be advised on arrival. Weekly housekeeping includes linen/towel change and general cleaning.
Maintenance: Routine maintenance is carried out regularly by our Management team; however, occasionally we may need access to your apartment to carry out essential maintenance. We will normally give you 24 hours’ notice except in the event of an emergency when we require immediate access.
Telephone: Where telephones are provided in apartments guests are responsible for all call charges incurred during their stay.
Internet Access: Access to free Internet and WIFI is available in our apartments. Information about Internet access will be provided on arrival.
Security: Guests will be provided with a set of keys/fobs/access card to access the property and the apartment. Additional sets can be provided on request. It is your responsibility to ensure you are in possession of these at all times and that they are returned at the end of your stay. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys.
Interruption to services: We will make every effort to ensure that guests enjoy a peaceful stay, however, 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 to telephone, broadband/ internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our apartments.
15. Guest Responsibility
Guests are expected to comply with any regulations for use of the apartment. These are available on arrival, usually in the Guest Information Folder, in the apartment. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their apartment immediately without refund.
Smoking: Smoking is not permitted in any apartment or apartment building.
Pets: Pets are not allowed in any apartment or apartment building.
Nuisance: 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 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 Management team is called out in response to a nuisance complaint.
Age Restrictions: In order to ensure our guests enjoy a stay free from disturbance, non-corporate bookings may not be accepted from any paying guests under the age of 21. We require that there is at least one person aged 21 or over staying at the apartments for each booking. Proof of identification and date of birth will be requested on arrival and if not presented on request, we reserve the right to cancel the booking.
Visitors: Guests are responsible for their visitors. Non-residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy. Any additional guests not stated on the original booking will need to be authorise by us. We reserve the right to charge extra for the nights they stay with the main guest.
Damage: Guests are required to keep the apartment, furniture, fittings and effects in the same condition as on arrival. Inventories and condition reports can be provided at the start and end of the stay, if required, at an additional cost. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the apartment will be charged in full. In the event that these are discovered after departure we will notify you or the booker within 7 days of departure with full details and where possible photographic evidence.
Cleanliness: We expect the apartments to be left in a reasonable state of cleanliness and order on departure. An additional charge will be made for extra cleaning or specialist cleaning to return the apartment to a fit state for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs.
Lost Property: All your possessions should be removed from the apartment on the date of departure. We will use reasonable endeavours to retain any lost items for up to 1 month after your departure date. Email: info@westsideproperties.co.uk for enquiries relating to lost items.
Storage: Where facilities are available and at the owners risk storage of luggage may be provided at an additional charge.
16. Additional Charges
As a guide, additional charges include, but are not limited to the following:
1 Breakages, loss or damage to the apartment or any of its contents
2 Cleaning, specialist treatment charges where more than routine cleaning is required or smoking has occurred: £250.
3 Inventory and condition reports: £50 .
4 Call outs Outside of working hours Mon to Fri (9am – 6pm)
5 Lost keys, fobs or access cards: £50 – £500
6 Call out charge for locked out Guests £50
7 Telephone call charges
8 Extra bed (inflatable or rollaway £5 per night)
9 Other services e.g. car parking, dry cleaning, laundry, extra cleaning may be available on request
17. Health and Safety
We take the health and safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the apartment and building and the health and safety procedures as detailed in your apartment.
18. Quality and Feedback
We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at the apartments. Many of our apartments are accessed through booking websites where there is a facility to review and give feedback. We also welcome feedback from our guests and ask them to complete a guest satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.
19. Complaints
In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify the apartment manager as soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email or you can call us on 01256 211 074
20. Privacy
We may use your contact details to tell you about our services and apartments including special offers that we think may be of interest to you. If you do not want us to use your contact information please let us know by email. All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy which can be requested. Telephone calls may be monitored and/or recorded as a security measure, to help us to train our staff and improve our service to you
21. General
We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their apartment immediately. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.