Terms and Conditions
Serviced Apartments Bristol
These conditions set out the basis upon which Serviced apartments Bristol, (“SAB”) accepts bookings to rent its apartments (“apartments”). References in these conditions to “we”, “our” or “us” are references to SAB. References to “you” or “your” are references to your company. References to “your employee” are references to any occupant of any booking that you make with us, whether that be for an employee of yours, an owner, a director, a customer , a supplier or any person known to you, and any guests of that person.
These conditions set out the basis of your contract with us. By placing a booking with us you are accepting these conditions. All offers and bookings are subject to availability. These T’s and C’s shall form the superior document in any dispute resolution. If there is a conflict between a booking confirmation and the T’s and C’s then the T’s and C’s document will be taken as correct.
A contract will come into effect between you and us when we issue you a written confirmation of your booking. The contract is subject to these conditions. We have the right to refuse any booking prior to the issue of your written confirmation and, if we do this, we will tell you in writing and promptly refund any money you have paid us. When you receive your confirmation, you must check the details carefully and if anything is not correct you should notify us immediately.
All prices must be confirmed for each enquiry.
Prices are inclusive of VAT. VAT will be charged at the rate in force at the time of invoicing. Should any additional statutory taxes or levies be introduced which affect the price of your apartment, you will be required to pay the extra amount.
Telephone calls are charged for separately. All telephone charges are charged at BT rates plus 20% plus vat. The resident is responsible for these charges and will be charged directly.
4. Liability for Payment of charges
You are responsible for all charges relating to accommodation.
We will take a credit card from your employee for any sundry charges (e.g. telephone charges), or damage. If your employee refuses or is unable to supply us with a valid credit or debit card we will inform you in writing, it is then your responsibility to provide us with a valid credit or debit card. If such details are not provided in writing within one week you will also assume responsibility for any sundry charges or damage your employee incurs. Clauses 5.1 and 5.2 will apply to any invoices for sundry charges or damage.
5. Credit facilities
We may advance you 30 day payment terms from date of arrival. We will provide you with a separate credit agreement if we agree to do this. If we have not agreed and signed a credit agreement with you no credit is offered and bookings must be paid for in advance.
If we do advance you credit the following conditions shall apply:
We will invoice you for payment 14 days prior to each arrival (or upon the booking being made if shorter than 14 days prior to arrival). We invoice monthly so if the booking is longer than a month you will be invoiced for each subsequent month 14 days in advance of the following month. We will invoice you separately for each individual booking.
5.1 Late Payment
Late payment will incur a fee of £100. Continued late payment will incur interest at 5% above the HSBC standard rate on the total amount due including penalties.
Should there be a dispute over a component of an invoice you will pay the undisputed amount within the above credit terms. For example if you believe that you have been invoiced incorrectly for 21 nights instead of 20, you will pay for the 20 days within the above payment terms. Failure to make payment for the undisputed amount will result in the above penalty charges becoming payable.
6. If you cancel or change a booking
If you have to, or wish to, cancel your booking you must notify us in writing as soon as possible at:
Serviced Apartments Bristol - Cancellation
30-36 Upper York Street
or by email the address on your confirmation or to your Account Manager.
The booking will be cancelled on the day that the written notice of cancellation is received by us. We will confirm receipt of the cancellation by return e-mail.
Serviced Apartments Bristol will accept 14 days cancellation on any booking without additional charge but you will be liable for any outstanding payment for the 14 day period. In the event that you have already paid beyond 14 day notice, we will either refund the outstanding amount or credit your account, depending on your preference.
7. If We cancel or change a booking
We do not expect to have to make any changes to your booking, but occasionally problems occur and bookings have to be changed or cancelled. If this does happen, we will contact you (by e-mail and following up by telephone where reasonably possible in the case of a significant change or cancellation) as soon as is reasonably practical, to explain what has happened and inform you of the cancellation or change.
If a significant change has to be made (and the change is not acceptable to you) or your booking has to be cancelled, we will, if possible and as soon as reasonably practical, offer you a suitable alternative apartment of similar type and standard in a similar location for the same dates, with other apartment service providers or if necessary hotel accommodation until an alternative apartment can be arranged.
If you do not wish to accept a significant change or any alternative apartment / hotel offered or we cannot offer you a suitable alternative apartment, you will receive a full refund of all monies paid to us.
We will not be liable for any additional costs or charges you incur in arranging alternative accommodation.
You should tell us as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively whether you want a refund. We will try to contact you by e-mail or telephone to gain a response. In the unlikely event that you fail to tell us that you wish to accept any change or alternative apartment we are entitled to assume you wish to cancel your booking.
If at any time we become aware of antisocial behaviour or damage on the part of yourself or your employee we may cancel the booking immediately, and evict the guest. If we do so, this will be treated as a cancellation by you and section 6 will apply. No refund of any monies you have paid in respect of your booking will be made and we will not have any liability to you as a result of this situation arising (including, for example, any costs or expenses you incur due to not being able to occupy the apartment, such as your employee incurring the cost of securing alternative accommodation). In this situation, we are not under any obligation to find any alternative accommodation for your employee.
You will provide guest information of the resident (name, mobile, email, arrival time) to us.
Only persons notified to us prior to your employee’s arrival date and listed on our written confirmation of booking may occupy the apartment. You may not re-let/sublet the apartment to any other third party.
The number of persons permitted to occupy the apartment is limited to the number listed on our written confirmation of your booking. Your employee must not allow this limit to be exceeded, neither can your employee change, during their occupation of the apartment, the composition of the occupants without our permission in writing. If your employee does either of these things, we can refuse to hand over the apartment to your employee, or can repossess it. If we do so, this will be treated as a cancellation by you and section 6 will apply. No refund of any monies you have paid in respect of your booking will be made and we will not have any liability to you as a result of this situation arising (including, for example, any costs or expenses you incur due to not being able to occupy the apartment, such as your incurring the cost of securing alternative accommodation). In this situation, we are not under any obligation to find any alternative accommodation for your employee.
9. Checking in and checking out
Unless otherwise agreed with us in advance, your employee can arrive at the apartment from 3pm (local time) on the start date of your rental.
We are entitled at our sole and absolute discretion to refuse to hand over to your employee, or to repossess, the apartment (which includes the fixtures, fittings, furnishings and decorations) if we reasonably believe that any damage is likely to be caused, has been caused or is being caused by your employee or any occupants of the apartment. These circumstances will be treated as a cancellation by you and section 6 will apply. No refund of any monies you have paid in respect of your booking will be made. You will still be liable for any monies due on the apartment and we will have no liability to you or your employee as a result of this situation arising (including, for example, any costs or expenses you incur due to you not being able to occupy the apartment, such as you incurring the cost of securing alternative accommodation). In this situation, we are not under any obligation to find any alternative accommodation for you.
On arrival your employee may be required to provide photographic proof of their identity (e.g. a passport or photo-card driving licence) and proof of address. Copies may be taken of these for our records.
Unless otherwise agreed in writing in advance, all apartments must be vacated by 10am (local time) on the due date of departure. If there is any delay in vacating the apartment beyond the agreed time, a full day's rental may be charged to you for each additional day’s (or part thereof) occupation.
10. Facilities and services
Serviced Apartments Bristol will contact your guests at regular intervals throughout their stay to ensure they are happy, find out about and solve any issues and ascertain whether they require anything additional.
We will ensure that all necessary repairs and maintenance to the apartment, and to the building of which it forms part, are carried out without delay.
We will notify you of any serious incidents immediately.
All apartments are furnished to a high standard and include a kitchen equipped with appliances, cutlery, crockery, and kitchen utensils. Food is not provided unless agreed in advance.
No items may be removed from the apartment. If any items are removed, or damaged beyond fair wear and tear we will charge at cost plus 20%. You will be liable for this charge.
Unless otherwise specified, the prices quoted include a weekly maid service, heating, electricity, gas, water, council taxes, window-cleaning, television licence, telephone line rental charges, the cleaning and maintenance of the common parts of the building, and the provision and maintenance of the security system. The price also includes linen which is changed weekly. The price does not include usage charges for phone calls made, or internet usage.
We are not responsible for any failure or interruption of services to the apartment, including electricity and water or any damage, disruption or noise but, in our agreements with others who occupy apartments in the building, we have included (and will include ) and will enforce an obligation on their part to comply with an anti-social behaviour clause in the terms of the final paragraph of Clause 7 above.
Regrettably no pets, other than registered guide and hearing dogs belonging to those with visual and hearing impairments, are allowed in any of the apartments under any circumstances.
12. Smoking We operate a NO SMOKING POLICY. Smoking is not permitted in the apartments or in any other area of the apartment block. If, in our reasonable opinion, smoking has occurred in the apartment during your employees stay we will charge you for additional cleaning of the apartment. This charge for cleaning and de-odorizing is currently £300. In addition you will be liable for any charges incurred by us if we have to out book guests whilst the apartment is being de-odorized. Any such charge would be limited to 2 days at your agreed daily rate (as per Section 3).
If your employee refuses to provide us with a credit card on arrival you are responsible and liable for any damage that occurs to the apartment during your employee’s stay, which has occurred due to the negligence, wilful default or irresponsible behaviour on the part of your employee or those occupying the apartment or their guests.
Your employee and anyone who occupies the apartment with your employee agree both to keep the apartment (including all equipment, utensils, furniture etc) clean and tidy and to leave the apartment in a similar condition as you found it upon your arrival. Your employee and anyone who occupies the apartment with your employee further agrees not to use the apartment for any commercial purpose, including without limitation assigning or subletting it or otherwise allowing anyone to occupy it who has not previously been accepted in writing by us. Any such invoice for damage will be accompanied by a detailed summary listing each damaged component and the cost of replacing or repairing such, whichever is cheaper.
Except in the case of normal wear and tear your employee is responsible for any damage to the apartment or its contents suffered during your stay which has occurred due to the negligence, wilful default or irresponsible behaviour on the part of your employee or those occupying the apartment or their guests. Any damage must be reported to us, without delay.
14. Data Protection
For the purposes of the Data Protection Act 1998, we are the sole data controller of all personal data provided to us by customers and prospective customers. In order to process your booking we need to collect certain personal details from you about your employee, for example names and addresses of occupants, contact numbers of guests in case of emergency, credit/debit card or other payment details, special requirements such as those relating to any disability or medical condition which may affect any occupant’s arrangements and any dietary restrictions which may disclose religious beliefs. If we need any other personal details, we will tell you before we obtain them from you.
Except where expressly permitted by the Data Protection Act 1998, we will only deal with the personal details you give to us in accordance with the above, unless you agree otherwise.
15. Rights of access
Your employee must allow us and any representative of ours (including workmen) access to the apartment at any reasonable time during your employee’s occupation (except in cases of emergency or where a problem needs remedying quickly and you cannot be contacted in time - in these situations we are entitled to enter the apartment at any time without giving you prior notice).
We will of course try to give at least 24 hours’ notice to your employee, and will attempt to comply with any requests they have of us.
In any case where reasonable notice has not been given, or cannot be given, any such entry into your apartment will be supervised by a member of our staff.
16. Security of tenure
As the apartments are used as serviced holiday accommodation they are exempt from security of tenure legislation. You acknowledge that your employees have the right to occupy the apartment for the purposes of a holiday or other short term stay and that you are not using it as a dwelling house. Your employee has no security of tenure over any apartment of Serviced Apartments Bristol.
We aim to ensure that the information provided by us is accurately conveyed in the web site/brochure and other promotional literature or material produced and circulated by us. However, the information and prices in this web site/brochure/other material may have changed by the time you come to book. Whilst every effort is made to ensure the accuracy of the web site/brochure/other material and prices at the time of printing, changes and errors occasionally occur. You must therefore ensure you check all details of your chosen apartment and arrangements with us at the time of booking, and check the details on your booking confirmation are correct.
There may be small differences between the actual apartment and its description, as we are always seeking to improve services and facilities. Occasionally, problems mean that some facilities or services become unavailable or subject to restriction. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility for any changes or closures to area amenities or attractions mentioned in the web site/brochure, or advertised elsewhere.
We make reasonable efforts to ensure that information supplied to you in relation to the apartment or its facilities and/or services is accurate and complete as at the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and/or services, except in the case of our negligence. We will, however, use our reasonable endeavours to notify you of any changes to or inaccuracies in any information contained in the web site/brochure or otherwise provided to you as soon as reasonably practical after we become aware of the change or inaccuracy.
18. Circumstance beyond our control
Except where otherwise expressly stated in these conditions, we will not be liable for any changes, cancellations, effects on your stay, loss or damage suffered by you or for any failure by us to perform or properly perform any of our obligations to you which is due to any event(s) or circumstance(s) beyond our reasonable control except where caused by our negligence. By way of example, such events or circumstances include fire, flood, exceptional weather conditions, epidemics, destruction or damage of the property by any cause (other than our negligence) cancelation of head leases, changes of statutory licences and all similar situations.
In appropriate cases (for example where your booking has to be cancelled before departure) we will, however, refund to you all monies paid to us by you for your booking. No compensation, expenses, costs or other sums of any description (including without limitation the cost of securing alternative accommodation) will be payable by us in such circumstances.
In such circumstances we will assist you in finding suitable alternative accommodation from our own portfolio or that of other apartment service providers or hotels.
In the event of damage to, or destruction of, the apartment (or to the building of which it forms part) by fire, flood, earthquake, or any other cause or causes for which you are not responsible, your obligation to pay rent shall be abated in an amount proportionate to the area of the apartment rendered unfit for use by your employee during the period of repair or restoration and, if that period extends to the end of this contract, we will repay to you any rent overpaid.
Nothing in these conditions shall affect your statutory rights.
We will have no liability for any death or personal injury unless it results from our negligence, that of our employees (providing they were at the time acting in the course of their employment) or our agents. You must take all necessary steps to safeguard your personal property. No liability is accepted by us in respect of damage to, or loss of, such personal property except where the damage or loss is caused by our negligence, that of any of our employees (providing they were at the time acting in the course of their employment) or our agents.
In no circumstances shall we be liable to you, in contract, tort (including without limitation negligence) and/or breach of statutory duty, or otherwise, for any losses, costs, claims, damages or expenses including without limitation loss of profits, revenue or income (whether actual or potential), loss of business (whether actual or potential) or for any indirect or consequential (including economic) loss of any kind.
Our total liability to you, howsoever arising, as a result of or in connection with your booking shall be limited to the total amount paid by you to us for such booking.
Every effort has been made to ensure that your apartment meets your expectations. If, however, you or your employee have any cause for complaint we are anxious that remedial action is taken as soon as possible. It is essential that you contact us immediately if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence will usually enable shortcomings to be rectified straight away. In particular, complaints of a transient nature (for example, regarding heating of the property) cannot possibly be investigated unless registered whilst you are in residence. If you remain unhappy with our response, then you must, within 30 days of the end of your stay, put your complaint in writing to us by recorded delivery.
Our complaints procedure is as follows:
Email your complaint to email@example.com (please call us also on 011 924 9111). You will receive a response within 1 working day (we will endeavour to respond within 3 working hours).
21. Law, Jurisdiction and General
These conditions and all matters arising in relation to your booking shall be interpreted, construed and enforced in all respects in accordance with English law and you and we each irrevocably agree to submit to the exclusive jurisdiction of the English Courts over any matter or claim arising from or in connection therewith. The place of performance shall be England.
If any provision of these conditions is held to be unlawful, void or unenforceable then that provision shall be deemed deleted and its deletion shall not affect the validity and enforceability of the remaining provisions.
Your booking is personal to you, and you may not assign or transfer it in whole or in part. You may however substitute occupants by giving us notice in writing.
These conditions and the documents referred to in them set out the entire agreement between SAB and you and supersede any previous agreements between us relating to the subject matter of these terms. By booking accommodation through us you are acknowledging that you have not relied on any representation, warranty, agreement or statement which is not set out in these conditions and that you will not have any right or remedy arising out of any such representation, warranty, agreement or statement.