Important Information/House Rules

1. In the event that you do not comply with the T&Cs and House rules, your accommodation will be terminated, entry access codes deactivated and you will be evicted from the property. No refund will be granted and the eviction cost will be charged to the credit or a debit card provided at the time of making the reservation.
2. On arrival at the property, guests are required to provide photo identification and a credit card. An ID corresponding with the holder of the credit card used to pay for the reservation must be provided.
3. Subletting the apartment is strictly prohibited. Only registered guests can stay at the property, providing they comply with the House rules and regulations. Any guests who are found occupying the apartment but are not registered guests of City2Stay Ltd may be immediately evicted from the property. No refund will be granted and additional charges may apply.
4. City2Stay Ltd operate a strict NO SMOKING, NO PARTYING & NO USE OF DRUGS POLICY.
5. City2Stay Ltd properties are a smoke-free environment. Smoking is strictly prohibited. In the event that we detect any smoking activities in your apartment, a fixed penalty fee of 250GBP will be charged to a credit or a debit card provided at the time of making the booking and your accommodation will be terminated.
6. Use of candles or any naked flames in the apartments are strictly prohibited and a fixed penalty fee of 250GBP will be charged to a credit or a debit card provided at the time of making the booking and your accommodation will be terminated.
7. Use or sale of any kind of drugs is strictly forbidden. Any instances where drug activities have been detected, the Police will be called immediately and your accommodation will result in an instant termination and eviction from the property. No refund will be granted and
   further charges may apply.
8. Any guests found in breach of the House rules using drugs on the premises or holding parties will be immediately reported to the Police and removed from the premises. A fixed penalty charge of 1,500GBP for damages will be enforced and charged to a credit or a debit card provided at the time of making the booking and your accommodation will be terminated.
9. Maximum specified occupancy for the apartment category which you have booked must not be exceeded at any time and only registered guest/s can stay at the property.

Booking your accommodation

 

1. Once the booking for your chosen property and apartment type with City2Stay Ltd has been made and a valid credit or a debit card submitted, you will receive an instant booking confirmation by e-mail. This will also include additional information on SELF CHECK-IN and how to obtain the property entry access codes.
2. A security deposit of £350 will be charged to the credit or a debit card used for payment at the time of making the reservation. This is in addition to the accommodation amount due. The deposit will be refunded upon departure, providing that the apartment is left in a satisfactory condition and that no smoking or party activities have been detected.
3. 24hrs prior to your arrival, you will receive an invitation e-mail to SELF CHECK-IN. It is extremely important that you complete SELF CHECK-IN in order to receive the property entry access codes.
4. SELF CHECK-IN will be active on your arrival day only, between 11am and 03:00am local time. Please ensure to complete and submit SELF CHECK-IN within this timeframe. The codes will be sent to you only when SELF CHECK-IN has been submitted.
5. Once you have received the property access entry codes you can enter the building and your allocated apartment any time between guaranteed 3pm check-in time on your arrival day and 11am check out time on your last day.
6. Please ensure you provide a valid e-mail address and that the names on a booking are correct at the time of booking; we will not change the names on the booking afterwards unless the change relates to a correction (as opposed to a change of an entire name) so as to comply with data protection law.
7. Please include in the booking names of everyone who stays with you at the property. This is to ensure we adhere to fire regulations and Health & Safety legislation.
8. Multi-apartment reservation or bookings made by the same guest/s for the same/overlapping arrival and departure day consisting of 2 or more apartments, will be considered a group booking and different T&Cs may apply. Please contact us directly for further information.
9. Please note, Extended Stays accommodation (28days +) cannot be booked via our digital channels or any Third Party online channel. Any requests for such bookings should be sent to us via the ‘Contact Us’ link on our website. Different payment terms and policies may apply for Extended Stay accommodation (28days+)
10. If you or any other occupant of the apartment require any special assistance or a disability assistance dog, please notify us at the time of the booking. We endeavour to accommodate all requests; however, this is subject to availability and facilities at each property, and therefore cannot be guaranteed.
11. You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone.
12. Booking amendment is subject to the availability and T&Cs stipulated with the booking and therefore alternative dates cannot be guaranteed.

 

 

Rates and Payment Terms

 

1. The applicable rates for each apartment category are as shown on the website, mobile site, app or in the case of a telephone and e-mail booking, as advised at the time of making the booking.
2. Rates are per room per night inclusive of Service and VAT.
3. All payments are quoted and processed in Great British Pounds Sterling (GBP). Any price quoted by us in a currency other than GBP is an estimate based on a conversion of the price in GBP to the other currency. The exact price that you pay will then depend on the exchange rate applied by your bank or card issuer and is not the responsibility of City2Stay Ltd.
4. We require a valid credit or a debit card for each reservation. We do not accept payments over the telephone, by cash or by cheque. Instead, a secured payment link to process the payment will be sent by e-mail for reservations made over the telephone or by e-mail. Bank transfer is available on request only and when exceeding the amount of 3,000GBP.
5. We reserve the right to ask you to provide proof of ownership of any credit or a debit card used for the accommodation payment. In the event you are unable to provide it, your reservation with us will not be possible.
6. The credit or a debit card provided must pass the security checks. Failure in that will result in us refusing to accept your reservation with us.
7. Unless there is a valid separate Credit Facility Agreement between you and City2Stay Ltd specifying payment arrangements and credit terms, then the following applies: Your booking shall not be secured until payment is received. If you have a Separate Credit Facility
   Agreement with us, then bookings and payment shall be dealt with under the terms of that agreement in addition to this agreement.
8. Flexible Rate reservations are subject to a credit or a debit card validation first, followed by the payment for the cost of the total stay 24hrs prior to the arrival.
9. Advance Purchase and/or Non Refundable Rate reservations are subject to full non-refundable payment at the time of making the booking. These are not amendable or transferable. In certain circumstances, strictly subject to the availability and Managements
   sole discretion, new dates or a credit note may be offered (rate supplement may apply).

 

 

Cancellations & No-Show Fees

 

1. Once you have checked in to one of our apartments, you cannot amend or cancel the booking without incurring a penalty charge.
2. Flexible Rate reservations must be cancelled or modified by 11am local time, 1 day prior to arrival to avoid cancellation fee equal to the cost of the total stay booked. Failure in that will result in a 100% charge. You will receive a confirmation of the booking cancellation by e-mail.
3. In case of no-show, a penalty of 100% will apply.
4. Cancellations or amendments to Semi Flexible Rate reservation must be completed by 11am local time, 4 days prior to the original arrival day. After that, booking cannot be cancelled without a penalty charge. For Semi Flexible Rate reservation refund will be made for 50% of the money paid for any nights cancelled.
5. In case of no-show, a penalty of 100% will apply.
6. Advance Purchase and/or Non Refundable Rate reservations cannot be cancelled or modified free of charge.
7. Cancellation or a no-show, will result in a 100% penalty charge for all nights booked.
8. Group Booking cancellation or a No-Show are subject to 100% non-refundable charge.

 

 

Refund process

 

1. If you are eligible for a refund which is determined in accordance with our T&Cs, the refund will be processed by us as soon as possible and to the original payment method used only.
2. The refunded funds may not clear on your account for a number of days, depending on how fast this is processed by your bank. Please note, credit card transaction fees may apply and discrepancies in the amount caused by fluctuations in exchange rates that may occur between the original payment date and the refund date.

 

 

Cancellation/relocation made by City2Stay Ltd

 

1. The Management reserves the right to cancel or terminate any booking where we have been unable to successfully receive payment from the customer on the date of payment date due.
2. In the event that we are unable to accommodate you due to unforeseen circumstances, we will notify you as soon as possible by email and offer a full refund (if applicable) to the card provided at the time of making the booking, or arrange an alternative accommodation equal to or higher in standard to the property booked. City2Stay Ltd will pay a reasonable price difference in such a situation.

 

Arrival/Departure Times & Check-In procedures

 

1. The guaranteed check-in time is 3pm on the arrival day.
2. Entry access codes for the property and for your apartment will be e-mailed to you on the day of the arrival and ONLY after the SELF CHECK-IN has been completed.
3. SELF CHECK-IN is active on your arrival day only, between 11am and 03:00am local time.
4. There is no luggage storage or car parking facilities at the property.
5. If you have not completed SELF CHECK-IN by midnight local time on your arrival date, and you’ve not informed us that you intend to arrive at a later date, we will assume you have cancelled the booking and will apply our the Cancellation Policy as outlined in the booking Terms and Conditions. You will not have the opportunity to amend your booking.
6. Check-out time on your last day is at 11am at the latest.
7. Please ensure to collect all of your belongings prior to vacating the apartment and leaving the building. Entry access codes will be automatically deactivated at 11am on your last day of stay and access will no longer be permitted.

 

 

General information

 

1. Some apartments can sleep 3/4 people set as a max 2 adults and 2 children under the age of 12 on the king-size bed and a sofa bed, available at an extra charge of 35GBP per night (must be requested in advance).
2. All requests are subject to availability and cannot be guaranteed.
3. Pets are not allowed at any of the City2Stay Ltd properties, except guide dogs, subject to prior confirmation from The Management.
4. You may be asked to move apartments if your stay comes to an end and a new bookings has been made for the consecutive days. This is because your apartment might have been allocated for a new guest and the access entry codes have been communicated already. Please inform us by e-mail as soon as possible if you wish to extend your booking. Where possible, we’ll try to keep you in the same apartment.
5. By acknowledging our T&Cs, you agree to not use any of City2Stay Ltd properties and facilities to conduct any commercial activity or activity that seeks to gain profit. Doing so, will result in an immediate termination of your booking without any refund of the money already paid to us.
6. Each apartment is equipped with a smoke alarm and a carbon monoxide alarm.
7. Tempering or interfering with the fire detection system or with any emergency equipment will result in an immediate termination of your booking. In addition, The Management reserves the right to take further action and report the matter to the Police as well as impose costs of
   repairs, specialist cleaning, repair or replacement of the equipment and/or, to compensate other guests for the inconvenience caused.
8. We recommend that you take out adequate insurance to safeguard against risks such as
   theft, accident, or the cost of cancelling. City2Stay Ltd will not be held responsible for the
   theft and/or damage of your personal belongings during your stay in any apartment booked.

 

 

Your obligation when staying with us

 

1. You must not intentionally damage or interfere with any items which are the property or in the possession or control of City2Stay Ltd. In the event that damage occurs, please notify The Management immediately, and during your stay. Failing that, the Management reserves the right to take further action and report the matter to the Police as well as charge the reasonable costs of repairs or replacement of the equipment to the credit or a debit card provided at the time of making the booking.
2. You must not cause any disturbance to any other guest including but not limited to noise disturbance.
3. City2Stay Ltd operates a strict security policy to ensure the health, safety and welfare of all our guests and staff. Any non-residents visiting you must leave the property in an orderly manner no later than 10pm. This is to ensure we adhere to fire regulations and Health & Safety legislation. We will terminate your accommodation agreement with immediate effect if any occupant or invited visitor is found to be causing excessive noise or cause any inconvenience to other residents in the block.
4. The safety and behaviour of any visitor remain the responsibility of the registered occupant.
5. You will take care of access keys or codes and not share them with anyone who is not a registered occupant of the apartment.
6. You will ensure your apartment door is locked every time you leave City2Stay Ltd takes no responsibility for any items that occupants or their guests have lost during their stay.
7. By acknowledging our T&Cs, you confirm to comply with all the rules and regulations stated above. If you do not comply when staying at one of the City2Stay Ltd properties, your reservation will be immediately terminated and any money paid to us for the booking will be retained.

 

 

Miscellaneous Information and Policies

 

1. We process your personal information in accordance with our Privacy Policy.
2. Additional terms may apply to your use of our digital channels where you make a reservation through them. These are published on the relevant digital channel. We reserve the right to change these terms from time to time and the terms applicable to your booking are those in force on the date of booking.
3. Statutory Rights: If you are an individual consumer you have certain legal statutory rights. If any of these terms conflict with a statutory right or the law changes and your statutory rights change, then the statutory rights will prevail over these terms. For more information on your statutory rights see https://www.gov.uk/consumer-protection-rights or contact your local Citizens & Advice Bureau or Trading Standards office.
4. Events Beyond our Reasonable Control: We shall not be in breach of these terms or liable for any failure to perform any of our obligations in relation to your booking (such as the provision of accommodation) due to any adverse event, act, omission or accident which happens which is beyond our reasonable control including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, partial or full cancellation or delay of major public event, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility services, plant machinery, computers, vehicles or any collapse of building structures. If an event outside our reasonable control is reasonably likely to prevent us from executing your booking and providing the services, we may cancel your booking on notice to you (by email) and will refund in full any payment made by you in respect of such booking. The refund will be processed by us as soon as possible and to the original payment method used only.

 

 

Complaints, Questions and Disputes

 

1. We aim to deliver the best possible service. If you wish to provide feedback on your recent experience with City2Stay Ltd properties, have a question regarding your booking or wish to make a complaint in the unlikely event that we fall short of your expectations, please click contact us via the ‘Contact Us’ link on our website. We will acknowledge any complaint within five working days.

 

 

Our liability

 

1. We will not be liable for any losses which are not caused by either a breach of these terms by us, our non-compliance with our duties under applicable legislation or our negligence. We will also not be liable for any losses which were not foreseeable to both parties when the contract was formed. Loss is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen for example if you discussed it with us during the booking process.
2. We want to provide a safe and secure environment for your stay and where necessary we will take appropriate security measures. If an incident occurs during your stay resulting in theft, loss or damage of your property we will carry out an internal investigation. If we do not feel certain that your property was stolen, lost or damaged through any fault of ours, our staff or agents our liability will be limited to the maximum sums under the Hotel Proprietors’ Act 1956 (or the London Local Authorities Act 2004 in the case of hotels in Greater London) and if an incident is referred to the Police and they draw the same conclusion as us this will also be evidence that our liability is limited to those maximums. If the loss is caused by an act of negligence by the customer, or by an Act of God (such as a flood) our liability will be limited to the maximum sums under the Hotel Proprietors’ Act 1956.
3. Nothing in these terms will exclude or limit our liability for fraud or death or personal injury caused by our negligence or any other matter which it would be illegal for us to (or to attempt to) exclude or limit.
4. Severability: If any provision in these terms is found to be illegal, invalid or unenforceable in whole or in part then the provision will apply with whatever deletion or modification is necessary so that the provision is legal, valid and enforceable. The legality, validity and enforceability of the remainder of these terms shall not be affected.
5. Waiver: Any failure by us to enforce our rights or remedies under these terms or otherwise or any delay in enforcing such rights or remedies shall not be construed as a waiver by us of those or any other rights or remedies.
6. Third-Party Rights: This contract is between you and us. No other person shall have any rights to enforce any of its terms.
7. Law: These terms and any non-contractual obligations arising out of or in relation to these terms shall be governed by and will be interpreted in accordance with English law. All disputes arising out of or relating to these terms or any non-contractual obligations arising out of or relating to these terms shall be submitted to the non-exclusive jurisdiction of the English courts.
8. City2Stay Ltd website, mobile site and app, including the booking and other applications, text, graphics, designs, audio and video clips and all other content contained within them are the property of City2Stay Ltd and/or its content suppliers.
9. The Terms and Conditions can be updated by City2Stay Ltd at any time without prior notice. Any amendments will not affect bookings that have already been accepted and confirmed by us.