ApartmentWharf Terms & Conditions

ApartmentWharf strive to ensure that our clients’ interest is always protected. Before making any booking, guests need to read and ensure they are happy with our Terms and Conditions. All bookings are subject to agreeing to these terms and conditions.

YOUR HOLIDAY CONTRACT

When making a booking, the party leader confirms that they have the authority to accept on behalf of their party these Terms and Conditions. The main guest must be at least 18 years old to make a booking with us. The contract with ApartmentWharf is made once the booking has been processed. The contract with us will be governed by English Law and is subject to the exclusive jurisdiction of the English Courts at all times.

YOUR PERSONAL DETAILS

ApartmentWharf is not the owner of the apartment booked and reserves the right to provide personal details of the party leader and party members to third parties at its sole discretion, according to our Privacy Policy.

PAYMENT POLICIES

To confirm the booking, the full holiday price must be cleared at the time of the booking or at least 60 days before the guest’s arrival, according to the rate policies. If no payment can be processed within 24 hours from the time the payment is due, ApartmentWharf reserve the right to cancel the reservation. The rent is payable via debit/credit card, PayPal or bank transfer on the payment due date. Property details will not be issued until the reservation has been paid in full.

BOOKING CONFIRMATION

Guests are requested to check the booking confirmation and all other documents we may send, immediately on receipt. Guests must contact us immediately if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the reservation we have confirmed. We reserve the right to refuse bookings. Should we refuse a booking, the guest will receive a written confirmation of our decision. If we do this, we will refund any money already paid to us.

BOOKING CANCELLATION

Cancellations will be free of charge up to 60 days before date of arrival, according to the rate chosen when booking. No refund will be issued for cancellations within 60 days prior arrival, regardless of the booking rate.

For any reservation cancelled as a No-Show of the guest, the rental amount will be retained in full and no refund will be issued.

CANCELLATION POLICIES

For bookings processed directly through our website, the following cancellation policies apply:

• Standard rate: refundable until 60 days prior to arrival. Payment needed 60 days prior to arrival
• No refundable 3-6 night rate: no refundable. Payment needed at the time of the booking
• No refundable 7 night rate: no refundable. Payment needed at the time of the booking
• Early bird rate: no refundable. Payment needed at the time of the booking
• Last minute rate: no refundable. Payment needed at the time of the booking.

BREAKAGES DEPOSIT

Guests are requested to pay a £300 breakages and incidentals deposit on the day of the arrival, by the same physical card used for the reservation, unless otherwise advised. In some cases, guests can be charged up to £2000 refundable breakages deposit for security reasons. ApartmentWharf reserves the right to raise the breakages deposit amount at any time prior and after the arrival date.

The breakages deposit will be charged at the time of the check-in through a Chip&Pin machine. The breakages deposit needs to be paid with the same card used to make the booking. The breakages deposit is refundable within 7 working days after check-out, depending on banks processing times.

For payments processed through PayPal or bank transfer, the breakages deposit can be collected from any card.

For payments processed through Airbnb or TripAdvisor, we do not require any breakages deposit nor the card used for the payment.

Upon check-in, guests must show a valid governmental issued ID card/passport or driving licence and the physical credit/debit card used for the booking. A member of Apartment Wharf will take a copy of ID/passport or driving licence at the apartment.

If the guest is not the cardholder, then the cardholder must be present upon check-in to provide the card used to make the payment and their photo ID.

We are NOT allowed to accommodate any guest without a valid governmental issued ID card/passport or driving licence and credit/debit card used for the booking.

In case the booking is not made by the actual guest, we would request a signed declaration by the cardholder with a copy of their ID/passport and credit/debit card used for the booking, in order to authorise another person to check-in on their behalf. We can accept authorisation letters just for corporate/business/commercial cards. Upon check-in, it would also be requested a copy of ID/passport of the actual guests.

In case the card cannot be presented upon check-in, the rent will be charged again with the addition of a £10 Admin Fee from the card of the person present at the check-in and the rent paid in advance will be refunded. If the card used for the reservation is linked to a joint account, other cards linked to the same account will not be acceptable. If the card used for the rent cannot be presented upon check-in, the rent will be charged again with the addition of a £10 Admin Fee from the card of the person present at the check-in and the rent paid in advance will be refunded.

In case a non-European card has been used for the reservation, the cardholder must make sure it will be active and functional in the UK, in order to proceed with the payment of the breakages deposit at the check-in time. If no transaction can be processed at the check-in, the guest may be asked to withdraw the breakages deposit amount from a cash machine in presence of one of our representatives, or to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded. In case of withdrawing, the guest will assume the costs of the withdrawal fees, if any.

In case the card used for the reservation is declined or not functional upon check-in, the guest may be asked to withdraw the breakages deposit amount from a cash machine in presence of one of our representatives, or to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded. In case of withdrawing, the guest will assume the costs of the withdrawal fees, if any.

In case the card used for the reservation has expired before the check-in, the new card will not be acceptable. The guest will have to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded.

ACCOMMODATION CURTESY

While on holiday we ask our guests to respect the condition of the accommodation and ensure that its standards are maintained. Should the party leader or any member of their party be responsible for any breakages, loss or damage of any item of the property or additional cleaning has been necessary, a charge will be issued.

BOOKING ALTERATIONS

If, after the reservation has been confirmed, the guest wished to change their travel arrangements in any way, i.e. arrival/departure date or number of guests, we would do our utmost to accommodate the request, subject to policy and availability. Extra costs may apply.

EXTRA SERVICES

Upon request, we can provide extra services (i.e. late check-out, parking, extra linens, extra towels, extra guests, etc.) subject to availability and policy. Extra services are subject to an additional cost.

HOUSE RULES

While staying with ApartmentWharf, all guests must abide by the following rules:

• 1. Noise must be kept to a minimum when entering and exiting the building or when using the common areas such as corridors, lift, etc. No loud music can be played between 10pm and 8am. If we receive any complaint from the neighbours, the breakages deposit will be retained in full.
• 2. Parties and drugs are not allowed. If we receive any complaint or find any evidence, the breakages deposit will be retained in full. Any disturbance and damage in the property and communal area will be persecuted by local authority. Any extra cost (damages, disturbance compensation and legal action) will be claimed by court.
• 3. No illegal activity is allowed in the apartment or on its premises. If evidence of any illegal activity is found, the breakages deposit will be retained in full.
• 4. Guests will be charged for any damages beyond reasonable wear and tear, or any breakages caused by them or someone they brought into the building. If guests report to have broken glasses, mugs and/or dishes, no charge will apply.
• 5. Smoking is not allowed on the premises. If any evidence or smell is found in the apartment, a fine of £200 applies.
• 6. If heavily stained towels and linens are found at the check-out, fees apply. Please, do NOT use towels to remove make-up and/or suntan nor to clean.
• 7. If guests exceed the maximum number of people as per booking, extra guest fees will apply. If the number of guests exceeds the maximum occupancy of the apartment, Apartment Wharf reserves the right not to check the guests in.
• 8. Please be aware of the location of your keys at all times to avoid additional charges.5
• 9. Pets are not allowed in the apartment. Fees from £200 will be charged if we find any pet inside the property.
• 10. Please, take your shoes off at the door. If we find the carpet to be dirty, additional fees will apply.
• 11. Please, do not move or relocate furniture inside the property. If pieces of furniture are found in a different place than the original one, fees may apply.
• 12.Please, don’t switch off the extractor fan in the bathroom/s, if any.
• 13. Apartment Wharf is not liable for any injury, damage/loss of personal belongings on any account.
• 14. Late check-in fees apply: from 7PM to 9PM = £30, from 9PM to 12AM = £50, from 12AM to 1AM = £70. The latest check-in time is at 1AM. Later check-ins with no prior arrangement will take place on the following day (from 10AM).
• 15. In case of late show-up of over 15 minutes without prior notice, the check-in will be rearranged at the most convenient time to the agent.
• 16. On the day of your departure please vacate your apartment by 10.30am. If you request a late check-out (by maximum 1PM), a £50 late check-out fee applies. If you wished to vacate the apartment after 1PM, an extra night booking, subject to availability, could be added and charged. A late check-out must be requested upon check-in.

Our office is open Monday to Friday from 10AM to 6PM. Customer service is available for emergencies from 10AM to 8PM. Please call us at +44 (0) 20 3868 4400. For any issue in the property, we will assume we have permission to access the apartment with our own set of keys at the most convenient time, during our office hours, unless noted otherwise.

ApartmentWharf will be the judge of whether any of the above rules has been broken, and we reserve the right to add any further rule. If Apartment Wharf feel any of these rules has been breached, the offending guests will be evicted from the premises and no refund will be given. Any fee, extra or extension of stay not yet paid will be hold from the holding deposit. By signing the “Terms of Service”, all guests agree that they are happy with the condition of the property as seen. By accepting the “Terms of Service”, all guests agree that their personal data can be securely processed by Apartment Wharf.

OUR LIABILITY

ApartmentWharf is not liable for loss, damage, injury or death caused by an event or circumstances beyond our reasonable control including, without limitation to, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes, or restraints or delays affecting carriers. ApartmentWharf will not accept liability if illness, injury or death is the fault of the Party Leader or any party member.

ACCURACY

All information contained within our website has been compiled from up-to date information, which we amend as frequently as possible. However, there may be occasions when the property is not totally as advertised, due to alterations, refurbishment or necessity for maintenance. Such situations may be due to local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, we will notify the guest as soon as possible, but we cannot be held liable for circumstances beyond our control.

BUILDING WORKS

From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify the guest as soon as we are made aware of any building work that may affect their holiday. However, we will not offer compensation.

COMPLAINT

If guests have cause for complaint whilst on holiday, this must be brought to the attention of ApartmentWharf immediately, so that action can be taken to rectify the issue. Should they fail to report their complaint, ApartmentWharf will not consider themselves to be liable for those complaints.

FORMAL COMPLAINT PROCEDURE

In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012.

All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below.

Our complaints and resolution procedure are not mandatory. A complaint can be made directly to the Real Estate Agents Authority at any time. The Real Estate Agents Authority can be joint to our complaint procedures.

In-house Complaints and Dispute Resolution Procedures

Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint about the service received from our agency.

STEP 1: ApartmentWharf need to be informed about the complaints and concerns. Action purposes need to be proposed to ApartmentWharf. Complaint must be reported in writing so that they can be properly investigated. ApartmentWharf will need a brief period of time to investigate it with the team members involved. It may take up to 15 working days to get a response. We will provide a written proposal to resolve the complaint.

STEP 3: If our proposal is not accepted, this needs to be advised in writing within five working days. Another way of resolving the complaint can be suggested.

STEP 4: If we accept the preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline the preferred resolution, we may invite the client to mediate the dispute.

STEP 5: If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

BEHAVIOUR

ApartmentWharf can decide to end a holiday if the guest’s behaviour or that of any party member is likely in our opinion to cause distress, damage, danger to or to annoy our other customers, employees, neighbours or anyone else. In these circumstances ApartmentWharf reserve the right to refuse to complete the reservation arrangements and will not be liable for any refund, compensation or any other costs the guest must pay. ApartmentWharf cannot accept responsibility for the behaviour of others in the accommodation. Adults must supervise children at all times.