TERMS & CONDITIONS
When you book a City Stay Apartment through any booking channel you accept our terms & conditions. Please read prior to arrival to ensure you are familiar with our company policies.If you have any questions about any of the items please feel free to contact us.
The following conditions form the basis of the contract with City Stay Apartments Ltd (“CSAL”), Head Office ‘Regency Court, 226 Upper Fifth Street, Milton Keynes, MK9 2HR’. CSAL provides serviced residential accommodation to companies (“Clients”), and their employees or to other individuals (”Individual(s)”) booked by the Client. These services and all extensions to these services are provided within the following terms and conditions:
MAKING A BOOKING
These terms and conditions govern all bookings made through ‘www.citystayaparts.com ‘, external booking agencies, email, telephone etc. The Client to us must confirm all bookings in need of special requirements in writing. CSAL also require identification for all Individuals staying in the apartments over the age of 16. By placing a booking you accept without any qualification, all of the terms and conditions on behalf of yourself, other guests and any bookings made on the behalf of others. Please check details you provide correctly as failure to so may result in the booking being cancelled. It is your responsibility to place appropriate insurance policies in respect to loss, damage or theft to personal belongings during the stay; CSAL will not cover you for such things. AT LEAST ONE GUEST STAYING IN THE PROPERTY NEEDS TO BE OVER THE AGE OF 21.
AMENDMENTS TO BOOKINGS
If you wish to amend your booking (e.g. Change dates of your stay or change the accommodation requested) we will try to comply with your requests depending on availability and eligibility. You will therefore be obliged to pay for any additional expenses that have been incurred as a result, as per cancellation. If stay has already commenced and any amendments are made (e.g. Change dates of your stay or change the accommodation requested), we accept no liability for any loss, damage or additional expenses and we cannot guarantee a refund of any cost already paid by you. If you change the duration of your booking, please be aware that this may effect the price. CSAL reserve the right to change the rate based on your duration of booking, as it would not be accurate to your original quote. Should you decide to shorten your stay based on a change of circumstances, you will not be entitled to a refund. However, if you have booked a long term stay over 28 nights and need to depart early, 14 days notice is required as a minimum to be eligible for a refund of the outstanding days. If you are leaving within 14 days of the minimum notice period, then no refund will be given. Ultimately each scenario will be treated individually and all refunds are at the sole discretion of CSAL.
IF WE CANCEL A BOOKING
In exceptional circumstances we may find it necessary to cancel your booking and if so, we will make all reasonable efforts to offer suitable alternative accommodation. If this is not plausible then we shall give a full refund for the dates we cannot accommodate. CSAL has the right to refuse, at its sole discretions any bookings you make with us.
Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival. If an alteration needs to be made to your booking before your arrival, we will notify you as soon as possible of any changes that incurred and offer a suitable alternative. If these alterations are do not suit you but are within reason, you have the option to cancel your booking and the normal cancellation policy applies. All third party bookings are subject to availability. If the location booked through a third party are not available for your stay we will provide an alternative which meets guests needs. CSAL reserve the right to change the agreed location prior to arrival.
CONFIRMATION OF BOOKING
CSAL will confirm all bookings in writing to the Client. A booking summary of your stay will be sent upon booking and a booking confirmation will be sent 24 hours before your check in time of 3pm.
For security and health and safety reasons, CSAL requires ID for all guests staying in their apartments. Failure to provide this information will result in the booking being cancelled. Lead guest must be over the age of 21. CSAL has the right to ask for a damage deposit if secondary guests are under the age of 21 and if you/they live locally to the apartment address.
In some cases, a non-refundable deposit of 25% the full cost is to be taken at the time of booking. This deposit in non refundable if the guest decides to cancel their stay. Remaining balance is due 7 days prior to arrival. City Stay may cancel the booking if the balance hasn't been paid within this time frame and the deposit will not be refunded.
CSAL reserve the right at their own discretion to request an additional £200 deposit to cover any damage or disruption which may be caused during the Clients stay. Should the deposit be insufficient to settle any additional charges, you will be charged without further notice the extra balance due to CSAL. Charges will be deducted straight from your account (valid credit/debit card details taken from you when booking). Deposits will be returned once the apartment has been checked by our staff for damages and no noise complaints were received during your stay. City Stay has the right to ask for a larger deposit in the event of a guest being local to area or we have an inclination of a party or gathering e.g birthday celebrations. Deposits take 2-3 working days to be returned once the deposit refund has been processed.
CSAL cancellation policy is set out hereafter. All cancellations must be confirmed in writing. Cancellation charges will be applied in relation to the notice period between notification and cancellation:
NOTICE PERIOD OF:
Cancellations made before 7 days of arrival will receive full refund.
Cancellations made after 7 days will be partly charges for the dates booked
UNDER 24 HOURS- Full Charges
NON-ARRIVALS – Full Charges
Chances to change bookings to another date are possible depending on availability; changes will be accepted if made before the 28 days upon arrival. Prices may also increase if the booking has been moved too high a season date. We shall not be liable for any failure or delay in the performance of CSAL when circumstances are beyond our control, including (but not exclusively) act of god, outbreak of hostilities, riot, civil disturbances, acts of terrorism, revolution, act of any government or authority, fire, flood, lightening, explosion, fog or bad weather, interruption or failure of a utility, renovations of the property, strikes, lockouts or boycotts, embargo, blockade.
Upon receipt or a booking CSAL will invoice the Client for the full amount of rent due, plus additional charges if applicable. For long stay accommodation periods CSAL can arrange to invoice the Client in either monthly or quarterly instalments. Payments are due prior to the arrival date unless otherwise agreed.
In some cases a non-refundable deposit of 25% the total cost is due at the time of booking or on receipt of the invoice by the Client. For bookings made within 7 days of commencement of stay, full payment, by cleared funds is required at the time of booking. Should payment not reach CSAL within the required time, CSAL reserve the right to cancel any bookings made and any deposit will not be refunded. To help reduce costs to the Client and / or Individual CSAL encourages payment by either cheque or bank transfer. For payments made by credit card, an additional 2% fee will be charged depending on the credit card company. Upon arrival credit card details will be taken at check in, as security for any additional charges.
CSAL are not responsible for any theft/damage of your personal belongings during your stay in any apartments booked. It is therefore down to you to ensure you have the correct insurance in place. CSAL cannot also be held responsible for any personal injury to personal effects arising within the accommodation. We cannot be held responsible for any circumstances beyond our control.
ACCOMMODATION AND OCCUPANCY
The number of persons permitted to occupy the apartment is restricted / limited to the number of beds provided in the apartment. In some apartments extra beds maybe provided on request, this will be at a charge to be agreed at the time of booking. If the number of people permitted to occupy the apartment is exceeded, CSAL reserve the right to charge for additional apartments. It is the responsibility of the booker to notify CSAL of relevant guest and special requirements. If extensive complaints have been made about the occupants CSAL has the right to inspect the property for damage without appointment. CSAL can ask occupants who have disregarded the terms and conditions to vacate the property with immediate effect. Any discrepancy regarding the condition of the apartments following departure may incur a charge, CSAL will notify the client / Individual within 1 week of the Individuals departure of any extra charges incurred that will be deducted from the card provided on booking.
Interest on overdue invoices shall accrue from the date the payment becomes due. The payment shall increase from day to day at a rate of 4% above the NatWest bank rate.
ARRIVAL AND DEPARTURE
Apartments are usually available from 3pm on the day of arrival. Standard check out time is 10am, later check out options are available on booking and can also be requested within the duration of your stay depending on availability and request. Please call the number in general enquiries to ask about availability and extra fees. Keys to be left either in the key collection box, the post box of the apartment or are to be returned to the CSAL office. (See your booking confirmation for further details). Deposits will be held and deductions will be made if permits, keys or fobs are missing.
1 x Car parking space may be provided with the apartments, however CSAL are not responsible for any loss, theft or damage that may occur. Car parking spaces are valid for the same duration as your allocated stay, from 3pm check in and 10am check out. If an allocated car park space is unavailable CSAL will provide parking in a public pay and display space around the apartment. Guests must submit correct vehicle registration number, CSAL will not pay for parking tickets as a result of guest error.
A key fob/card is provided for access to the car park and entrance to the property. There is a £100 charge for loss or damage to the keys.
Some apartment locations require a parking permit to be displayed clearly on the dashboard of the vehicle at all times. If a parking permit has been provided clients must display permit at all time while parked in the allocated parking space.
CSAL provide the specific permits with apartment keys on arrival. If no permit has been provided by CSAL it is the Clients full responsibility to inform CSAL immediately so that this can be rectified. If no permit is displayed as requested, the Client is at risk of receiving a parking fine. CSAL are in no way responsible for charges incurred.
It is essential for the Client to only use the space that has been allocated on the key collection envelope, unless advised otherwise. Parking in the wrong bay may lead to a fine, which is out of our control and is the pure responsibility of the Client. If someone else is parked in the bay we have provided you must tell us immediately so that we can rectify this.
Guests will be issued with a set of keys (as relevant) and any extra keys are available upon request. Keys are to be returned to the key collection box or to be left in the correct key box by the entrance of building. If keys are not returned on departure a charge of £100 will be incurred.
Between the hours 19:00 and 8:00, should the guests lock themselves out of a property and/or any apartment and require assistances to re-enter, CSAL reserves the right to charge £100.00 call out charge in addition to the charge for lost keys. The call out contact number is 07498993903. Please leave a voicemail or send a text and a member of staff will get back to you if they deem it an emergency. This number should only be dialed between the times given in an emergency; otherwise queries should be made in daytime hours to the office number 01908 664516.
If the apartment is seen to be in state of uncleanness and requires extra attention to clean then a charge of £100 will be incurred as well as any damages and/or breakages to the property and its items will incur a further charge. Please see deposit section.
Should the apartment incur any damage during a guest’s occupancy, CSAL reserve the right to charge the Client in question for the amendments. If a security deposit was taken at the time of booking, this will be used to cover the costs. Please see security deposit section for further information. If guests were not asked for a security deposit, the charges will be deducted from the payment details provided at the time of booking. Damages taken into account are to soft furnishings, fixtures and fittings. For example, stains on furniture /broken blinds/burn marks on kitchen surfaces are all considered. CSAL expect guests to take care of their apartment during their stay and respect the facilities provided to prevent causing damage.
The Client and/or the Individual may request in writing for CSAL to provide extra/additional services such as travel arrangements, laundry and grocery shopping. These and/or other additional services, together with all telephone call costs; will be charged directly to the Individuals credit card, unless confirmation is received the Client will cover such charges. CSAL reserve the right to make interim charges ahead of departure to cover costs incurred. For additional beds we charge £5 per night or £25 per week.
FACILITIES AND SERVICES
CSAL cannot be held responsible for any failure or interruption of services to the apartment or building including lifts, electricity, air conditioning, water, telephone, television, broadband, Internet and other communications. Disruption caused as a result of repair and maintenance carried out by another property is not our responsibility. However upon notification CSAL will do as much as possible to rectify any problem you may have. A full inventory of furniture equipment is provided; no items must be removed from the apartment at any point during your stay. We will charge you for any items missing from your account (valid credit/debit card details taken from you when booking). If there are any issues with items in the apartment you must inform us, it is to our discretion.
CSAL operates apartments within residential units and is not responsible for any communal areas (Hallways, Car Parks, Lifts, Concierge, Intercoms etc.) CSAL can report these issues to the management company. Time-frame of getting these issues sorted are beyond our control.
In regards to any problems with the appliances or maintenance within the apartments e.g Dishwasher, Washing Machine, Fridge, Heating, Hot water etc. CSAL relies on contractors to be available and call-outs are dependant on their schedule. CSAL may need approval from the property owner (Landlord) to get some works carried out, we will endeavour to any issues rectified. We will try and rectify any problems as soon as reported. Cash refunds will not be given for issues beyond our control. Time-frame of getting these issues sorted are beyond our control and we would appreciate patience while we are trying to get the maintenance issues sorted.
Some apartments allow Pets, CSAL must be informed by guest prior to arrival to confirm. CSAL may ask for a pet deposit to cover any potential damages or deep cleans.
CSAL reserve the right to charge the Client / Individual should they not respect other residents in terms of sound levels. We expect all bookings comply with our sound regulations at all times. In keeping with the occupancy section, parties are strictly prohibited within our apartments and unreasonable sound levels will be not be tolerated. Guests must be quiet between the hours of 11pm and 7am.
CSAL do not have any control or responsibility for noise caused outside of the apartments such as public activity and night life. Refunds will not be given if guests decide to vacate for this reason as it is beyond our control. All apartments are subject to public noise as they are centrally located.
Smoking is strictly forbidden in the apartments and in the internal communal areas of the apartment blocks. Smoking is not permitted on the external balconies if the accommodation has one. A charge of £200 will be made if there is any evidence of smoking within the apartments.
Apartments are individual and vary in style; size and layouts so furnishing details are not as standard. Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed on arrival. All apartments are fit for purpose and CSAL cannot guarantee that guests are able to relocate to a different apartment based on personal preference or taste. It is entirely at the discretion of CSAL whether to move guests into a different apartment based on personal preference and is subject to availability. There is a £100 charge for guests that move apartments based on this reasoning. Any clients with specific requests or preferences are to notify CSAL upon time of booking. CSAL cannot guarantee the requests will be met but they will be taken into consideration when arrangements are being made to ensure guests are satisfied. If guests choose to depart early because they don’t like the decor, furniture, view, location, layout of apartment etc. no refund will be given. Apartment specification cannot be guaranteed prior arrival.
ACCEPTANCE OF TERMS AND CONDITIONS
All bookings are subject to these terms and conditions. By confirming a booking the hirer and all persons within the party take full responsibility and accept the terms and conditions. Payment and deposit of the booking fee indicates the acceptance of these terms and conditions. It is therefore up to the clients to read the terms and conditions carefully. CSAL has the right to make changes to these terms and conditions from time to time.
REFUNDS & COMPENSATION
CSAL will not offer cash refunds to guests for issues and problems that have occurred during their stay. CSAL will offer a credit option for a future booking as a form of compensation if we feel compensation is necessary. Any injuries sustained during the stay from an apartment maintenance issue must be reported straight away to the the office. Please see Facilities & Services for more information regarding maintenance in your apartment.
FEEDBACK AND COMPLAINTS
CSAL aims to deliver the best possible service, but in the unlikely event that you are dissatisfied with the service offered, you should notify CSAL in writing as soon as possible. Please email to email@example.com your feedback will be dealt with as soon a possible.
We hope you enjoy your stay with CITY STAY APARTMENTS!