TERMS OF BUSINESS

Method of payment:
We are pleased to accept the following methods of payment:

Cheques – made payable to “Credible Apartments Ltd”. Please allow at least 14 days for cheque payments to arrive and be processed.

Confirmation of booking:
All bookings must be confirmed in writing and paid for in advance.

For bookings over 28 days prior to arrival, a deposit of 25% of the total cost of the booking is required at the time of making the reservation with full payment due one week prior to the arrival date.

Should payment fail to reach CREDIBLE APARTMENTS within the required timescale we reserve the right to cancel any bookings made and any deposit paid will be forfeited.

Failure to pay in accordance with the agreed terms of payment may result in suspension of accommodation. CREDIBLE APARTMENTS reserve the right to charge interest daily on overdue accounts at 4% above the UK Bank base rate.

Extension of bookings:
Any request for an extension is subject to availability and rate change. For weekend and short stays 72-hour notice of your intention to extend your stay is required. For extended and long term 7 days notice is required. Failure to give notice of your intention to extend your stay may result in your apartment being re-let.

Where notice of intention to stay has been given, CREDIBLE APARTMENTS reserves the right to take all additional payments and charges from any credit/debit card used to make the original payment.

Damage/Loss:
Your credit or debit card may be held as guarantee in the case of damages to the apartment or contents of the apartment. A full inventory of the apartment will be provided to you on check-in then checked at check-out. CREDIBLE APARTMENTS cannot be held responsible for the loss or damage of personal belongings/property. Guests should therefore arrange their own insurance against such cases.

In the event of any breakage’s, damage or extra cleaning required after the guest vacates CREDIBLE APARTMENTS will notify the booker. Where appropriate, photographic evidence will also be supplied.

Additional charges:
Telephone calls – standard BT rates plus a 20% handling fee will apply to any calls made during your stay. Where apartments have payphones, the above does not apply.

Accommodation & occupancy:
Although accommodation is confirmed in advance the exact apartment cannot be guaranteed prior to arrival.

3 bed apartment – maximum 5 PEOPLE + 1 infant (under 2 years of age)
2 bed apartment – maximum 4 PEOPLE + 1 infant (under 2 years of age)
1 bed apartment – maximum 2 PEOPLE + 1 infant (under 2 years of age)
Studio apartment – maximum PEOPLE + 1 infant (under 2 years of age)
Loft apartment – maximum 4 PEOPLE + 1 infant (under 2 years of age)

Whilst limited number of baby cots can be supplied, fold up beds are not available. CREDIBLE APARTMENTS have the right to refuse any booking in advance or at the time of check in, if the apartment is going to be over occupied.

Arrivals / Check in:
Apartments are generally available for occupation from 1400 hrs to 1700 hrs on the day of arrival. If you intend to arrive outside reception hours, you must advise us in advance so we can make alternative arrangements for check in. All guests are required to check in at our Park Lane reception.

Departures / Check out:
Apartments must be vacated by 1000 hrs on the day of departure. All excess hours will incur an extra charge equivalent to 1 day unless otherwise agreed in advance. Apartments must be left in a reasonable condition. Failure to do so may result in extra charges deducted from the deposit or credit/debit card provided.

Reception:
A receptionist will be available at our Park Lane complex (covering all sites) between 0900-1700 hrs Monday to Friday. Out of office hours, weekends and all holidays are covered by a duty manager. The number to call is 020 8662 2900 or freephone 0800 310 1192.

Access:
We, or our authorised personnel may at any time access the apartment for the purpose of inspection of the apartment and to carry out repair or maintenance work. Wherever possible, we will advise you in advance of any such access required.

Keys:
CREDIBLE APARTMENTS will issue the guest(s) with an electronic key. Extra keys are available on request. If the issued key(s) are not returned on departure a charge of £50 + VAT per key will be levied to the booker. If between the hours of 1700 hrs and 0900 hrs a guest locks themselves out of the property and requires assistance to re-enter the property CREDIBLE APARTMENTS reserves the right to charge £100 + VAT call out charge in addition to the charge for any lost keys.

Call outs:
If the Duty Manager between the hours of 1700 hrs and 0900 hrs, Monday to Friday or anytime at weekends for any purpose other than an emergency CREDIBLE APARTMENTS reserve the right to charge the booker a call out fee of £100 + VAT.

Pets:
We regret that pet’s are not permitted in any of our apartments.

Lost property:
Any items recovered from being left in the apartment will be kept for a period for 1 month after the departure date.

Car Parking:
Persons using Car Parking facilities do so entirely at their own risk. Management will not be held liable for loss or damage to any vehicle, or the contents thereof or for the death or injury of persons, howsoever caused.

Nothing in this contract seeks to exclude liability for death and personal injury any other liability not excludable under the laws of England and Wales.

Rates:
All rates quoted are based on the rates prevailing at the time that a booking is confirmed. Once a booking has been confirmed CREDIBLE APARTMENTS will not change the agreed rate unless you change the booking. VAT is charged at the rate in force at the time of invoicing. Rates published in a currency other than GBP are subject to change without notice and may vary in the event of currency exchange movement. Prices do not include Agents commission. Any Agents commission will need to be added to the room rate before the application of VAT.

Services:
CREDIBLE APARTMENTS cannot be held responsible for any failure or interruption of services to the apartments including electricity, gas and water or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property.

Smoking policy:
Our apartments/building is “NO SMOKING” throughout. CREDIBLE APARTMENTS reserves the right to make an additional charge of £75 + VAT for specialist treatment to any apartment where smoking has taken place. In the event of any breach to these terms CREDIBLE APARTMENTS reserves the right to request that guests vacate the apartment within 24 hours.

Broadband:
Broadband is wired and the connection is shared with other apartments. CREDIBLE APARTMENTS do not guarantee access or use of our broadband connection. We do not offer technical support. We do not guarantee or offer any internet connection which is secure. We take no liability for any malfunction of your software or hardware by whatever means including virus infection. We do not guarantee any internet connection availability and cannot be held responsible for any failure or interruption.

CREDIBLE APARTMENTS reserves the right to request that guest(s) vacate the apartment within 24 hours in the event that inappropriate or illegal use of the internet takes place.

Web site:
Whilst every effort has been made by CREDIBLE APARTMENTS to ensure that the information and images on it’s website are accurate, information and images are subject to change without notice. Please note that our apartments vary in size and style and images on the website are designed to be indicative. Whilst furnishings are similar throughout some variations will be found.

Cancellation policy:
No refunds or cancellations are valid once you have arrived for your stay. The cancellation policy for Corporate clients may differ and be agreed in writing.
If you cancel your booking, 14 clear days in advance of arrival, you will receive a full refund minus a £45 cancellation fee. If you cancel your booking without 14 clear days notice or do not have 14 clear days between your booking and arrival or do not show up, you will receive no refund whatsoever.

For the avoidance of doubt, when working out 14 days notice, the day of cancellation is only taken in to account if the booking is cancelled in writing prior to 11am, otherwise 14 days commences the next working day.

If you decide to vacate your apartment earlier than the period you have paid for, no refund is due.

If you breach any of the terms and conditions, we reserve the right to terminate our agreement with you immediately and without notice.

If you have adequate travel insurance you may be able to reclaim your charges from your insurance company, dependent on the reason for cancellation (please check with your insurance provider).

Alteration to booking:
CREDIBLE APARTMENTS will endeavour to accommodate any changes that may be requested. With the exception of extensions to bookings, you will be obliged to pay any additional expenses incurred as a result of the changes. In addition CREDIBLE APARTMENTS may charge, at it’s discretion, a fee of £50 + VAT to cover any administrative costs incurred.

Feedback and complaints:
CREDIBLE APARTMENTS welcomes feedback from it’s guests. You will be given an opportunity to complete a guest survey at the end of the stay which we would encourage you to complete. In the event that you are not entirely satisfied with our service you should contact CREDIBLE APARTMENTS at our Head Office in Park Lane either in writing or by email (enquiries@credibleapartments.co.uk) or by telephone (0800 310 1192). Your complaint will be acknowledged within 5 working days. Your complaint will follow our laid down complaints procedure (enquire for details).