Home - Self Catering Accommodation >
Terms & Conditions
Terms & Conditions
1. Payments & Confirmations. In
order to confirm your reservation, Hot-el-apartments requires
a 30% deposit of the total value of the booking, the balance of which
is due on arrival. Advance Purchase bookings require the full 100% of
the accommodation total to be charged on the date the booking was made.
Reservations are not confirmed until you receive a Hot-el-apartments
reservation number and confirmation. Hot-el-apartments accepts no liability for people who arrive at the
apartment accommodation before receipt of this reservation number.
Please note that for all bookings made after 5.15pm throughout the
weekdays and any booking made over the weekend (Saturdays &
Sundays) all bookings will be handled by our dedicated call centre team
where each booking is subject to a £5 administration fee. Any booking
made through the Hot-el-apartments website or through the call centre
is strictly non-commissionable.
2. Accepted forms of payment.
Hot-el-apartments accept Visa card (credit & debit), Mastercard (credit & debit) and American
Express card. Mastercard (credit & debit)
and American Express card. Visa and Mastercard
Credit card payments will be subject to a 3.5% surcharge. Amex
cards will be subject to a 4.5% surcharge. If a visa debit card or Mastercard debit card is used for payment with a
United Kingdom billing address no surcharge apply to the payment. The
above mentioned surcharges would apply to any debit card that is billed
outside the U.K. At times, bank transfers are accepted by
Hot-el-apartments. In order for bank transfer payments to occur, this
must first be confirmed and pre-arranged with Hot-el-apartments. All
amounts must reach our accounts before any guest can check-in to the
accommodation. Please note that a reservation remains a provisional one
until the deposit/full payment has been received. There is a £10
administration charge applied to each bank transfer. This must be added
to the total before sending the transfer through to Hot-el-apartments
For any advance purchase booking, the cardholder must be the lead
guest of the booking (excluding corporate bookings). Hot-el-apartments cannot
accept any advance purchase booking where the cardholder will not be
present at check-in. For all other bookings, the card used for the
booking must be brought to reception at the time of check-in (excluding
corporate bookings). If there is an outstanding balance, the balance
must be paid at reception by the card used to make the booking.
Payments made at reception on a debit card or credit card must be
chipped and pinned.
3. Cancellations and alterations. All
cancellations need to be received by Hot-el-apartments in writing by
e-mail and will only be effective on the
date of written receipt. Emails can be sent to firstname.lastname@example.org . Hot-el-apartments advises guests to obtain personal travel insurance
covering their accommodation.
If you need to alter your booking, you must inform
Hot-el-apartments by writing to the above email address stating what
part of the booking that you want to alter. Advance Purchase bookings
cannot be altered in any way. For standard bookings, the booking can be
altered up to 7 days before arrival. For group bookings, the booking
can be altered up to 14 days before arrival. For long term bookings,
alterations are subject to the specific agreement and policy that is
outlined in the specific quote. All alterations are subject to
availability and must be confirmed by Hot-el-apartments. Once
alterations are confirmed, Hot-el-apartments will send a new
confirmation with the alterations. Each alteration for the booking will
be charged at £10 per alteration.
Standard bookings with up to 2 apartments booked can cancel the
accommodation free of charge outside of 7 days before arrival.
Modifications or alterations to the booking outside of the 7 days
before arrival will be incur a £10 administration fee.
The following fees will be applied to the total value of the
reservation for any cancellations received within 7 days of the arrival
Cancellation within 7 Days of arrival = 30%
Cancellation within 2 Days of arrival = 100% Cancellation
Advance Purchase Bookings
No cancellation or modifications are accepted for Advance Purchase
bookings. 100% of the reservation cost will be charged on the date of
booking. Advance Purchase bookings are strictly non-refundable.
Long Term Bookings: Some long term bookings will have specific
cancellation policies and charges based on the long term discount that
has been offered for the stay. Please see the specific cancellation
policy and cancellation charges on the quote that was given at the time
of booking for the long term stay.
Group Bookings of more than 2 apartments – Group bookings of more
than 2 apartments can cancel the accommodation free of charge outside
14 days before arrival. Modifications or alterations to the
booking outside of the 14 days before arrival will be incur a £10
The following fees will be applied to the total value of the
reservation for any cancellations received within 14 days of the
Cancellation within 14 Days of arrival =
30% Cancellation Fee
Cancellation within 7 Days of arrival =
100% Cancellation Fee
Refunds are credited to the same card/method used for payment.
Please note that all credit card surcharges are non-refundable.
4. Extending Your Stay. Extensions
of bookings are subject to availability and are subject to rate
changes. Hot-el-apartments cannot guarantee extensions at the time of
the original booking.
Hot-el-apartments have made every reasonable effort to ensure the
freshness, quality and value of your accommodation. In the event of a
complaint, guests may contact Hot-el-apartments during their stay at
the apartment and we will do our utmost to assist you. However,
ultimately we cannot accept liability for guest dissatisfaction with
our apartments. Hot-el-apartments cannot assist guests who first submit
complaints after departing the hotel accommodation.
6. Information. Much
of the accommodation information provided on our website and by our
reservation centre is supplied by each apartment. Whilst every care has
been taken to ensure that all information provided online, by telephone
and facsimile is accurate, Hot-el-apartments cannot be held liable for
any errors or omissions it may inadvertently contain.
Confirmations are made by Hot-el-apartments on the basis of
availability information supplied by apartments. In the unlikely event
that Hot-el-apartments is advised that a apartment is not available
after Hot-el-apartments has issued a confirmation to a guest,
Hot-el-apartments reserves the right to cancel the reservation with a
full refund to the guest. Under such circumstances Hot-el-apartments’
liability is limited to the payment received for the accommodation
booked via Hot-el-apartments and now being cancelled. This liability does
not extend to travel commitments or other costs. In such an event we
would naturally do all we can to offer alternative but equivalent
8. Occupants. Only
persons notified to us prior to arrival may occupy the apartment. The
number of persons permitted to occupy the apartment is limited to the
number of beds available and this limit may not be exceeded All guests
of the booking must be aged 21 years or over (excluding families).
Hot-el-apartments will not accept bookings with the lead guest under
this age. Charges may apply if the booking is refused due to the guests
of the apartment being under the age of 21 years. Guests can have to a
maximum of 2 visitors per apartment up until the time of 11pm. At 11pm,
all visitors (people that are not booked to stay at the apartments)
must vacate the apartments. All visitors of guests staying at the
apartments must register with the reception for fire safety reasons. If
any visitors are found staying in the apartments after 11pm, the lead
guest of the booking will be charged additional fees.
9. Damage Liability. It is
expected that the apartments are left in a clean and tidy order. You
are responsible for any damage to the apartment and its contents during
your stay which has occurred due to negligence or omission. Any damage
must be reported to us without delay. Any lost property will be held
for 14 days and if it is not claimed it will be donated to a local
charity. Furthermore, we reserve the right to charge guests who cause
disturbance to other guests and tenants.
10. Preauthorisation. Upon
arrival Hot-el-apartments reserves the right to request preauthorisation from the guest’s credit or debit
card of up to £100 per apartment, or for large groups, a preauthorisation of up to £500 as security against any
damage and incidentals. A passport or driving licence
will also be requested as proof of identification on arrival.
11. Third Party Bookings. By
making a 3rd party booking, and agreeing to our terms and conditions at
time of booking, you are authorising
Hot-el-apartments to charge your debit/credit card for the
accommodation costs and any additional extras, administration fees,
damages or penalties incurred during the 3rd party rental of
accommodation from Hot-el-apartments. Hot-el-apartments may also require
the guest staying in our accommodation to complete a pre-authorisation against any damages that may occur.
12. Minimum Guest Age:
All guests must be 21 or over (excluding families). All guests may be
asked to provide photographic identification as proof of age at the
time of check-in. Hot-el-apartments do not accept bookings where guests
(excluding families) are under the age of 21. Please note that
although a booking with guests under the age of 21 will not be
accepted, charges may still apply to the booking.
13. Cleaning and refreshes of Apartments. All
apartments are cleaned by Hot-el-apartments staff
before the guest arrives. A complimentary refresh service is provided
for stays of 7 days or longer where once a week, the apartment would
receive a quick clean and the towels and bed linen would be changed.
For stays under 7 days, no complimentary refresh service is provided,
however a refresh service can be provided upon request at additional
14. No Pets Policy.
Regrettably no pets of any kind are allowed in the apartments or
apartment buildings at any time with the exception of guide dogs.
15. Antisocial Behaviour.
Hot-el-apartments do not tolerate any antisocial behaviour
from our guests staying at the apartments. The apartments are to be
used by guests for accommodation purposes only and guests cannot
conduct any business within the apartments. Hot-el-apartments do not
allow any parties or social gatherings in our apartments. Guests are
requested to keep noise a minimum during their stay and are expected to
respect other guests staying at the apartments. Guests found using the
apartments to conduct business or for parties/social gatherings will be
evicted from the premises and no refunds will be issued. Further
charges may apply. Any antisocial behaviour
may result in eviction from our premises and no refunds will be issue and additional charges may
E &OE: Errors and Omissions expected details
and specifications are subject to change