Terms and Conditions
Before you book, please check your details as incomplete or incorrect details may result in the booking being cancelled. Passport, Visa & Health Requirements for you and your party are your responsibility. Appropriate travel insurance policies to cover cancellation, medical cover and cover for loss or damage to personal property during your stay are advised to be put into place for such circumstances.
These terms and conditions govern all bookings made (whether through telephone, e-mail, website or other) with County Apartments Ltd, registered in England under number 5816038 and form a binding contract between us and you, the person or organisation and on behalf of all members of your party whether you are booking as a guest or on behalf of others. By making a reservation with us you are deemed to have read and accepted them. It is your responsibility to ensure that all Guests/Occupiers are given a copy of these Terms and Conditions and understand that they bind them.
1. Booking
To confirm a booking County Apartments Ltd requires a completed booking form or a completed booking link via the Internet. Telephone bookings are confirmed only when County Apartments Ltd has accepted the booking in writing or by e-mail and has taken payment in full.
2. Payment
A deposit of £200 will be payable on confirmation of your booking with the full balance payable latest 28 days prior to arrival. For bookings made less than 28 days prior to arrival, full payment of the booking to be made with the booking and the refundable damage / security deposit to be paid either with the booking or latest on arrival date prior to access of apartment. Credit card details held by us will be debited accordingly.
We accept the following methods of payment: Credit card Visa/Mastercard, Cheque, bank transfer – please advise method of payment and bank details will be supplied. Debit cards (Maestro, Solo, Visa Electron, Delta)
Payment must be made in UK Pounds Sterling and must be clear of all bank charges, rate variations and any other deductions. A copy of the transfer should be sent to us by fax or e-mail. No surcharge for credit/debit cards as above.
Prices are quoted in pounds sterling and are subject to change. Once a booking has been confirmed we will not increase the prices unless you alter the booking. All prices quoted are exclusive of Value Added Tax (VAT)(unless otherwise stated) and you will be required to pay VAT (where chargeable) at the prevailing rate. Invoices confirming the booking will be dispatched as part of the booking procedure.
Should your account be overdue for payment we reserve the right to charge interest at 6% above the Bank of England base rate from the due date for payment
3. Refundable Security Deposit/Additional Charges
Valid credit/debit card details must be supplied at the time of booking and/or upon arrival – or when included in invoice invoiced to be paid with costs of booking – to cover the Security deposit and any additional charges incurred by any Guest, such as breakages, loss or damage to the property or any of its contents; extraordinary cleaning / specialist treatment charges. Additional charges will be deducted from any Security deposit held or from the debit / credit card supplied in settlement of any outstanding sums and after an inspection of the vacated apartment. County Apartments will provide the booker/guest with a breakdown of the additional charges where applicable. In relation to any additional charge payable, in the event that payment of the card details supplied is declined for any reason, we reserve the right to charge the booker or guest direct and this invoice is payable within 5 days of issue.
Additional charges include telephone calls, broadband changes to the standard supplied.
When the apartment has been vacated with no additional charges incurred, the refundable damage / security deposit will be refunded to the credit/debit card, which paid for this or if paid via bank transfer, transferred back into that account (charges for bank transfer to be paid by booker).
Broadband
Broadband Internet is provided in the apartment. Although we will endeavour to assist with any connection problems (chargeable), we accept no responsibility for the inability to connect to this facility. Broadband standard speed & download as provided, any changes in speed or download charged as advised by supplier subject to a 25% administration fee. We are not responsible for loss or damage to guests’ own computers whilst in the property or whilst connected to the broadband connection at the Property. Guests must use the broadband connection at the Property in a responsible manner and not for illegal or immoral purposes
Telephone line usage is included. Calls made by client will be charged at cost subject to a 25% administration fee. VAT will be applicable on all such charges at the prevailing rate.
Cleaning
We respectfully ask all apartment occupiers to take care in the use of the apartment/premises and facilities provided. County Apartments expects the apartments to be left in a reasonable state without any extraordinary odours on departure. If, at County Apartments’ discretion, additional cleaning and clearing for this to take place, additional costs will be charged. When the duration of the reservation is in excess of 28 nights, a discretionary final cleaning charge of up to £100 plus VAT may be charged. Any abuse or misuse, breakages or damage resulting in extraordinary cleaning/ sanitising & deodorising / damage to apartment property is liable to charges which will entail replacement, repair and handling costs and also loss of revenue to the accommodation. If any of these is discovered after the guest vacates, County Apartments will notify the booker by e-mail within one week of the guest’s departure and provide a detailed breakdown of the issues and the cost of rectifying them. Photographic evidence will be supplied where possible. Inventories and condition reports can be provided at the beginning and at the end of the accommodation period if required each at a cost of £100 plus VAT.
Damages
Damages to the apartment or contents caused by the guest must be paid in full by the booker. In the event of any breakages/damaged discovered after vacating the Property, we will notify the booker by e-mail within 7 days of departure and provide a detailed breakdown of the charges and cost of rectifying the damage and where possible provide photographic evidence.
Keys/Access/Arrival/Departure
We cannot guarantee the exact apartment number(s) prior to arrival but will try to accommodate any preferred apartment number/floor in the apartment building.
Check-in is by arrangement and most properties can be accessed via code. We offer a free meet and greet service for any questions and familiarization during office hours (or by arrangement) either at arrival or the next day.
Apartments are available for occupation from 15.00h on arrival day and to be vacated no later than 10.00h on departure day. Additional hours outside these times are charged as an extra day. Early check in/late check-out cannot be guaranteed unless the booking is made from the night before arrival/for the night after departure.
Weekly housekeeping visits to the apartment will occur in the hours between 9.00h – 15.00h and a specific time slot cannot be guaranteed.
Guests’ possessions must be removed from the Property on the date/time of departure. All lost property will be kept by us for a minimum period of 1 month from the date of discovery and thereafter may be discarded.
For storage of luggage after departure please contact County Apartments Ltd.
Pets must not be kept at or allowed to visit the Property. Guests are responsible for the safety of their own belongings and the behavior of their children whilst at the Property. Guests must use the Property responsibly and with respect for other guests staying in nearby apartments.
County Apartments Ltd is not liable for loss or damage to Guests’ belongings, however caused. Guests should ensure their own insurance policy covers these items during their stay at the Property.
Call Out Charges
Should County Apartments’ representatives be called out to the apartment for any purpose other than an emergency outside office hours, County Apartments reserves the right to charge the booker a call out fee of £75 plus VAT. If a guest locks themselves out of the property and/or apartment and requires assistance to re-enter the property/apartment, County Apartment reserves the right to charge £75 plus VAT in addition to the charge for the lost keys and costs of locksmith if needed.
The guests will be issued with a set of keys and electronic programmed gate fob (as relevant). If these issued items are not returned on departure a charge of up to £100 plus VAT will be made to the booker.
Smoking/Extra ordinary Odours
We operate a strict NO SMOKING POLICY. Smoking is not permitted in the apartments, communal areas of the apartment blocks or outside the building/premises where part of the development. The apartment has been presented on arrival with a clean, fresh air atmosphere. Where smoking has taken place or the apartment is left with strong smells/odours, charges for specialist cleaning /deodorising/ sanitising of the apartment and its contents will be levied and loss of revenue to the accommodation.
Cancellation and Early Departure Policy
Cancellation by Client
Once a booking has been confirmed by County Apartments Ltd, should you wish to change your booking, this must be made in writing and we will do our utmost to help. This will attract an administration fee of £25 per booking together with any increase in the rate. Changes are subject to availability.
If you wish to cancel a booking you must notify us in writing by e-mail, post or fax.
For Stays of less than 7 nights
County Apartments must receive notification of cancellation for bookings from 3 to 6 nights, at least 7 days prior to midday of the day of arrival. Cancellations received less than 7 days prior to arrival will be subject to 100% cancellation charge.
Stays of 7 – 27 nights
County Apartments must receive notification of cancellation for bookings from 7 – 27 nights at least 14 days prior to the actual arrival date.
Stays of 28 – 42 nights
County Apartments must receive notification of cancellation for bookings of 28 to 42 nights, at least 28 days prior to the actual arrival date. Where notification of cancellation is received less than 28 days prior to the arrival date County Apartments will apply a minimum cancellation charge of 21 nights
Stays of 43 nights +
County Apartments must receive notification of cancellation for bookings of 43 nights plus, at least 30 days prior to the actual arrival date. Where notification of cancellation is received less than 30 days prior to the arrival date County Apartments will apply a minimum cancellation charge of 30 nights.
Where insufficient notice is given, the cancellation fee will be the nightly charge for the apartment multiplied by the number of extra days notice that should have been given, e.g. where ten days notice is given when fourteen is required, the cancellation fee is equivalent to price of the first four nights. The price for the cancelled nights that fall after the expiry notice period will be credited to the credit or debit card with which the payment was made. For payments made via bank transfer, monies will be paid back into the account that made the payment subject to bank/administration costs.
When notification of cancellation is received more than 8 weeks prior to arrival date, all payments received from the Client will be refunded subject to bank/administration costs incurred with a minimum charge of £50.
Amendments to confirmed booking period (Change of arrival date or departure by the Client) subject to availability and administration charge. Extensions to booked time subject to availability
Group Bookings
Bookings made for three or more apartments in the same location and similar dates are defined as group bookings. The minimum cancellation charges are the same as for stays of 28+ nights as detailed above.
Termination by County Apartments Ltd
We have the right to terminate a booking at any time without notice on the grounds of abuse to staff or other residents, mistreatment of the apartment or criminal activity on the part of the Client (Guest(s) or their visitors. In such circumstances, we are not obliged to provide or locate alternative accommodation. The period of notice and the proportion of refund are at our discretion.
Number of Occupants
Only Guests specified by name at the time of booking by the Client may occupy the apartment. The booking is personal to the Client. The Client must not assign, sublet or part with or share possession of the apartment or any part of it. The Property must not be slept in by any other person(s) than named with the booking. You agree to ensure that the occupiers observe and perform all terms of this agreement, not to use or allow the property to be used for illegal or immoral purposes. All Properties are occupied as serviced apartments and on the basis that no rights of tenancy are created. The occupier(s) declare that the apartment booked is not his/her principal place of residence. The number of persons permitted to occupy the accommodation is limited to the number of beds. In some apartments extra beds (cots, roll-out beds, chair-beds) with additional bedding, linen & towels can be provided – charges will be advised at the time of booking.
Services
Circumstances beyond our control: The provision of accommodation and services by County Apartments Ltd under these conditions is subject to any unexpected and uncontrollable events (e.g. industrial disputes) for which we shall not be liable.
Every effort will be made to ensure the guests enjoy a comfortable and peaceful stay but we cannot guarantee or be held responsible for any failure or interruption of services to the apartment or building, including electricity, water or any damage to telephone, broadband or other communications, disruptions or noise caused as a result of repair works being carried out in another part of the property. We will use reasonable endeavours to ensure the rectification of any such problems within a reasonable period.
County Apartments Ltd welcomes feedback from our guests. If you are not entirely satisfied with the service offered you should notify the apartment manager in the first instance. If the problem cannot be resolved during your stay please write to us fax, e-mail or post to our Head Office address in Farnborough. Our policy is to acknowledge any complaints within five working days.
County Apartments Ltd reserves the right to change these conditions from time to time. Should guests be in breach of any of these conditions we reserve the right to request that the guests vacate their apartment within 24 hours. The laws of England govern these conditions and any dispute about these conditions shall be submitted to the exclusive jurisdiction of the courts of England in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.