BOOKING TERMS & CONDITIONS
Upon booking with ElmStays Serviced Accommodation guests are deemed to have read in full and accepted the following Terms and Conditions:
Enquiries can be made via email to info@elmstays.co.uk.
The key box combination code and check in instructions will not be released until you have:
- Agreed to our terms and conditions
- Sent a copy of your ID
- Made payment in full
- Paid the security deposit (refundable)
- Booking & Payment Procedure
Full payment is due in advance of your stay at the time of booking. Upon receipt of payment we will send you written confirmation of your booking by email. You may extend your stay at any time, subject to availability. No extra fees are charged for last minute bookings.
Payment must be made in full, in advance by bank transfer or credit/debit card (using Stripe or PayPal via the website). All prices quoted are in UK Pounds Sterling and are correct at the time of publication. Payment must be made in UK Pounds Sterling. Bookings using a credit/ debit card must be made by, or with the consent of the cardholder. Guests must be over 21 years old to make a booking with ElmStays Serviced Accommodation.
A deposit will also be required at the time of booking. This is refundable and will be returned following check out provided no damage has occurred or excessive cleaning is required (i.e. due to smoking).
- Cancellation Policy
- Guests will receive a full refund if they cancel at least 30 days before check-in.
- Guests will receive a 50% refund if they cancel between 7 and 30 days before check-in.
- No refund if cancelled less than 7 days before check-in.
Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. Regrettably, we have to treat any curtailment of your stay as a cancellation.
If we cancel your booking:
In exceptional circumstances it may be necessary for us (ElmStays Serviced Accommodation) to cancel a booking, in the event of this we shall make all reasonable efforts to offer a suitable alternative within our property portfolio, if we cannot offer alternative accommodation we will provide a full refund for the dates we cannot accommodate.
- Amendments to Bookings
If the guest amends a booking:
If a guest wishes to amend a booking (dates of stay, accommodation required, check in/out time), we will make all reasonable efforts to comply with the request(s) however the guest will be charged for any additional charges. If the guest makes amendments to the booking once the stay has commenced we may not be able to comply with the request(s). If on any occasion the guest vacates the apartment early and wishes to terminate the remainder of their stay, this must be confirmed in writing and the keys be returned on the new agreed check-out date. Refunds for any remaining days will not be given unless we are able to relet the accommodation.
If we amend a booking:
ElmStays Serviced Accommodation reserves the right to make any changes or amendments to any booking at any time. If it is necessary to amend a booking, we would make every effort to allocate a similar apartment in the building, this may however not always be possible and another alternative may be offered. We are not obliged to provide any reimbursement or compensation.
- Facilities & Services
Note: No items are to be removed from any apartment or dismantled in any way. Furniture is not to be moved within the apartment.
Services:
We cannot be held responsible for failure or interruption of services within or outside of the apartment or development building – this includes utilities, appliances and communications (Washing Machine, Tumble Dryer, Dishwasher, Television, Broadband, Wi-Fi, Electricity, Water, and Heating). We cannot be held responsible for inconveniences such as noise, access or supply of services caused by engineering or repair works within or in another part of the property.
If there is an interruption to any services, once we receive notification, we will use all reasonable efforts to rectify the issue within a reasonable period of time.
We reserve the right to add or remove any of its services without prior notice.
Broadband:
Wireless broadband (Wi-Fi) is available in all apartments and is provided free of charge. We cannot guarantee connectivity at any given time; however we endeavour to maintain the hardware and connection within all apartments. If there is a fault with the hardware provided (wireless router) we will give support and maintenance. If the fault is deemed to be with the guests hardware/devices, support will not be available.
Emergency Call Outs:
The emergency number is provided to give guests a direct line to our operations manager out of office hours, this number is only to be used for emergencies (Flood, Fire, Power Cut, and Lost Keys). If the number is used for any non-emergency reason, we reserve the right to charge the guest a call out fee of £150.00. Emergency Number: 07745 123669
Storage & Mail:
Unfortunately, we do not have any facilities to store luggage pre check-in and post check-out.
Please do not arrange for any mail to be sent to the property address. There is no access to the mailboxes.
Car Parking:
There is free off-street parking, however there are limited spaces and these are shared with the 5 apartments in the building on a first come first served basis. Therefore an allocated parking space is not guaranteed. Please always park with consideration for other guests and neighbours.
The on-street parking is free and plentiful.
- Number of Occupants
The number of persons permitted to occupy each apartment is limited to the total number of bed spaces and the number of people booked. The apartment cannot be re-let/sublet to any other group/party without the written approval of ElmStays Serviced Accommodation. Under no circumstances may more than the maximum number of persons specified in the apartment description occupy the apartment. We reserve the right to refuse admittance or terminate the stay in the apartment to the hirer and their party if they are in breach of this condition.
Apartment 2: maximum 2 guests (plus 1 infant)
Apartment 3: maximum 2 guests (plus 1 infant)
Apartment 4: maximum 6 guests (plus 3 infants)
Apartment 5: maximum 2 guests (plus 1 infant)
- Check-in, Check-out & Return of Keys
Standard check-in is from 3.00pm. Standard check-out is by 11.00am. You may request early check-in or late check-out and we will do our best to accommodate if available, for a fee.
Keys must been returned to the correct keysafe as explained in your pre check in email.
LOST, DAMAGED OR NON RETURNED KEYS WILL BE CHARGED AT £50.
If there is a delay in departing, ElmStays Serviced Accommodation reserves the right to charge for an additional night’s stay for every day the keys are not returned. If the keys are not returned, we reserve the right to charge guests for lock replacement and key replacement.
In the event of a late check-out or refusal to vacate the apartment by the booked check-out time, we reserve the right to remove all persons and property from the apartment.
Any items left in an apartment past the agreed departure time are left at the owner’s risk – we accept no responsibility for these items and reserve the right to remove and store them. Lost property is kept in storage for no longer than 30 days and safekeeping is not guaranteed. We may be able to post lost property back to you at your own cost with prior agreement and ElmStays Serviced Accommodation will not accept any liability for any items that go missing.
One set of keys (and fobs etc where relevant) will be provided per booked apartment.
- Loss or Damages to apartment & Payment of Additional Charges
A deposit of £250 will be taken at the time of booking. This will be redunded following departure provided no damage has been cause or additional cleaning is required.
The apartment should be left in a reasonable state on departure, if (at our absolute discretion) we consider additional specialist cleaning is required (for example carpet cleaning to remove a stain), we will charge an additional fee of £150.
We reserve the right to charge £250 (in addition to the general cleaning charges) for specialist cleaning to an apartment and/or its contents where it is left in an exceptionally bad condition or if we believe smoking has taken place in the room/apartment.
Damages:
Damages to the apartment or contents must be paid in full by you. In the event of any breakages or damage discovered whilst your stay or after you vacate, we will notify you by e-mail or telephone immediately or within 10 days of your departure, providing a detailed breakdown of the damage and where is possible a cost of rectification. Where possible, photographic evidence will also be supplied. It is your responsibility to check all items & that there is no damage to these items. Nothing in these terms and conditions limits or excludes our liability for personal injury or death resulting from our negligence or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us or any liability that cannot by law be excluded.
Subject to the above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of Corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, Damages, charges or expenses. If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential Losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or Your businesses, breach or negligent performance or non-performance of these terms and conditions (Including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in Connection with the performance or contemplated performance of your booking shall be limited to the fees Paid to us under your booking. We shall not be liable for any failure or delay in performance of our obligations which results directly or Indirectly from any cause or circumstance which is beyond our reasonable control, including (but not Exclusively) act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.
Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (I) GBP £1,000; and (ii) the value of the booking made with us.
The hirer is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of the hire period, except in the case of normal wear and tear.
The hirer will be responsible for making good any damage to the apartment or its contents which has occurred due to negligence, wilful damage or irresponsible Behaviour on the part of those occupying the apartment or their guests. Such damage must be reported, without delay, to our office. The cost of the repair or replacement must be paid to ElmStays Serviced Accommodation.
Should an apartment require a deep clean due to misuse or smoking then an additional charge of up to £250.00 will be incurred by the guest. The hirer is responsible for booking undertakes that no person will suffer anything to be done which would Endanger the policy of our insurers in respect of the apartment and its contents which might make the same void or voidable.
- Liability
We cannot be held responsible for any theft and/or damage of your personal belongings during your stay in any apartments booked. Therefore you are advised to ensure you have appropriate insurances in place. All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place. We regret that we cannot accept liability for any loss, damage or additional expense where the booking needs to be altered or cancelled or we are unable to perform our contractual obligations as a result of events of ‘force majeure’. In these Booking Conditions ‘force majeure’ means any event which could not have been reasonably foreseen, or the consequences could not have been reasonably avoided, by us or the suppliers of the relevant services in question, even with the Exercise of all due care. Such events may include war or threat of war, civil strife, terrorist activity, Industrial dispute, natural or man-made disaster, fire, adverse weather conditions and all similar events outside our or the relevant suppliers’ control. Nothing in these terms and conditions shall affect your statutory rights if you are a consumer.
- Law & Jurisdiction
These conditions and terms of contract and all matters arising therefrom are subject to the Law of England and Wales and in the event of dispute; the client will be subject to the Exclusive jurisdiction of the courts of England and Wales.
- Termination by ElmStays Serviced Accommodation
ElmStays Serviced Accommodation has the right to terminate a booking at any time on the grounds of partying, playing loud music, general nuisance behaviour, abusive behaviour to staff, onsite building management or other guests, mistreatment of the room/apartment, non payment or criminal activity on the part of those occupying the room/apartment or their guests. In such circumstances, ElmStays Serviced Accommodation is not obliged to provide or locate alternative accommodation. The period of notice is at the discretion of ElmStays Serviced Accommodation Ltd.
Injury or Loss
ElmStays Serviced Accommodation cannot be held responsible for any personal injury to any guests while in one of our apartments. Nor can we be held responsible for loss or damage to personal effects however arising at the accommodation. Neither we, nor our representatives, can be held responsible for any circumstances beyond our control including, but not limited to, mechanical breakdown, illness or failure of any public service supply.
- Rights of Access
Representatives of ElmStays Serviced Accommodation or their subcontractors have the right of access to the property at any time, with due regard to the convenience of the hirer, for the purpose of inspection of the property and to carry out any essential repair or maintenance work.
- Pets
No pets of any kind are permitted under any circumstances. The client is liable for any infringement of this rule. ElmStays Serviced Accommodation management has the right to terminate your stay, if they deem such behaviour has occurred. In the event of such a breach, no refund will be made if such behaviour is deemed to have occurred. A surcharge of £150 will be made if evidence of pets is discovered in the apartment.
- Smoking
Smoking is not permitted in the apartments or in the internal communal areas of the apartment block. A surcharge of £250 will be made if evidence of smoking is discovered in the apartment.
- Complaints
We do not expect any dissatisfied customers, but in the event that you are not entirely satisfied with the service offered, you should notify us of any complaint ASAP by email to info@elmstays.co.uk.
We will take all reasonable steps to resolve the problem. ElmStays Serviced Accommodation shall not have any liability for any complaint submitted after the completion of the rental period.
- Information
All information supplied by ElmStays Serviced Accommodation is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but ElmStays Serviced Accommodation is not liable for any variation however caused. We ElmStays Serviced Accommodation have the right to add or remove any of its services or facilities without prior notice.
- Security of Tenure
All the apartments are occupied as serviced apartments and on this basis no rights of tenancy are created, they are exempt from security of tenure under the rent act. ElmStays Serviced Accommodation reserves the right to access the apartment and or terminate your stay at any time without prior notice if it deems necessary.
- Usage & Nuisance Behaviour
The apartments cannot under any circumstances be used for partying, playing loud music or General nuisance behaviour. Guests must have regard for other occupants in the building. ElmStays Serviced Accommodation reserve the right to terminate your stay if they deem such behaviour has occurred. In the event of such a breach, no refund will be made, if such behaviour is deemed to have occurred an additional fee of £250 will be charged. An additional fee of £250 will be charged for any extra cleaning to the apartment. The number of people permitted to occupy each apartment is limited to the number of bed spaces.
Hen/stag & Group Bookings:
We do not accept bookings of this nature. Group bookings will be required to give a reason for their stay. If the booking is allowed and guests are found to be holding parties of any kind, you will be evicted immediately with no refunds due & a fee of £250 will be charged.
Use of the apartments for any behaviour deemed by the management of ElmStays Serviced Accommodation to be inappropriate or illegal will result in the immediate eviction of all guests without refund and, where necessary, reporting to the Police for further investigation.
- Apartment Specification
Reasonable care has been taken that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. We do not warrant that the content of our website (and/or other means of promotion or advertising) accurately or completely describe any of the room/apartments. Our website may link to other websites and we are not responsible for the data policies, content or security of these websites. You should note the following points about apartments:
* The number of people permitted to occupy each apartment is limited to the number of beds. If the number of people permitted to occupy an apartment is exceeded, we may refuse access to the accommodation and reserve the right to charge for additional apartments;
* You and your party must comply with any rules and regulations set by us. We recommend that you take time to familiarise yourself with the safety procedures in the apartments, the building and local area, paying particular attention to fire evacuation details and security;
* Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.
* We shall use reasonable endeavours to retain any items left in the room/apartments for up to 1 month after the guest’s departure date. Please email info@elmstays.co.uk for enquiries relating to any lost items.
*For further information on individual apartments please email: info@elmstays.co.uk
- Included As Standard
Elmstays Serviced Accommodation provide complementary items such as handwash, washing up liquid, binbags, tea and coffee, milk, sugar on arrival, these are complementary and provided at the discretion of ElmStays Serviced Accommodation. These will not be replenished throughout the stay; it is not the responsibility of ElmStays Serviced Accommodation to provide such items.
- Acceptance of Terms and Conditions / Contract of Hire
All bookings are subject to these terms and conditions that are deemed to have been accepted in full by the hirer and all persons in the party. Payment of apartment fee and deposit also indicates acceptance of these Terms and Conditions.
- Reservations from Local Postcodes
Elmstays Serviced Accommodation reserves the right to not accept leisure bookings from people who have a local postcode to the location where they wish to stay, i.e. anything beginning with B, WV and CV in Birmingham. Elmstays Serviced Accommodation reserves the right to refuse any reservation at the time of reservation up to check in. All reservations are at the discretion of Elmstays Serviced Accommodation and reserves the right to refuse any reservation or cut short any reservation which we deem may be a breach of our terms and conditions.