General

These conditions set out the basis upon which Your Stay Bristol Limited (“Your Stay Bristol”) accepts bookings to rent its apartments (“apartments”). References in these conditions to “we”, “our” or “us” are references to Your Stay Bristol Ltd. References to “you” or “your” are references to the person, company or organisation making the booking and all members of the rental party who have been accepted by us. These conditions set out the basis of your contract with us. By placing a booking with us you are accepting these conditions. All offers and bookings are subject to availability.

We reserve the right to change these conditions from time to time.

In the event of any litigation arising from the booking of accommodation by Your Stay Bristol Ltd, the Courts in England shall have sole jurisdiction on such matters arising and English law prevalent at the time shall be applied.

Rates

The rates we advertise are correct to the best of our knowledge. We reserve the right to make corrections as necessary. Rates are subject to change from time to time. All rates quoted are based on the rates prevailing at the time that a booking is confirmed. Once a booking has been confirmed Your Stay Bristol Ltd will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control. VAT is charged if applicable at the rate applicable on the day of your arrival. Rates are subject to change without notice and may vary for currency exchange movements where applicable between UK and overseas locations.

 

Confirmation of Booking and Payment

Any booking, however made, will only come into existence when payment has been made in full and your confirmation has been dispatched by us. As soon as your confirmation and invoice are received, please check all details carefully. If anything is not correct you should tell us in writing immediately. We cannot accept any liability if we are not notified of any inaccuracy in your documentation. If we identify an error in the confirmation or invoice we reserve the right as soon as we become aware of the error to correct it.

Restrictions may apply in certain locations including, but not limited to, minimum stay periods, access and age restrictions. You will be advised of any of these, where applicable, before the booking process is complete. We also reserve the right to request a security deposit for any reservation we accept. Any security deposit requested is payable in full 2 weeks before your arrival.

To confirm a reservation we require a completed booking link via the internet. In addition, a valid credit card is required to hold the reservation, unless the booking is within 2 weeks of your arrival when 100% deposit will be required. The booking is not confirmed until this is received. Please note that seven days should be allowed for your cheque to arrive and for the funds to clear. Accordingly, payment cannot be accepted by cheque within a week from the arrival date.

Upon receipt of the initial reservation we will, providing the booking can be confirmed, send you written confirmation via e mail of your booking as soon as reasonably possible. The balance of the total cost, together with the security deposit, is payable in full no later than 2 weeks before your arrival date at the apartment.

If any payment due in relation to your booking is not paid by the appropriate date, we are entitled to assume that you wish to cancel your booking and you may be liable to pay the cancellation charges shown below depending on the date we reasonably treat your booking as cancelled. We normally send out a reminder to you before we cancel your booking in these circumstances.

In some instances a non-refundable security deposit may be requested in order to 'hold' apartments booked on a tentative basis.

We reserve the right to refuse any booking at any time.

We reserve the right to request that guests vacate their apartment immediately if we determine that in the opinion of Your Stay Bristol any of our terms and conditions have been broken. In this event Your Stay Bristol also reserve the right to retain monies paid as compensation and to request further compensation as required.

All information collected during the booking process will be processed and stored in accordance with our Privacy Statement.

Extension of Bookings

If you wish to change any detail of your confirmed booking, we will do our best to accommodate that change subject to an administration fee of £25+VAT per booking which will be payable to us once any change has been made together with any other resulting costs (e.g. a change in price). All changes are subject to availability. Should any change be rejected, then the original booking details will still apply. Name changes or requests for additional services will not be subject to any administration fee. Where notice to change a booking has been agreed by both parties, we reserve the right to take all additional payments, charges and fees from any credit/debit card used when the original booking was made or should payment be made by BACS or cheque an invoice will be sent to your billing address and payment must be made by return.

If you wish to extend your stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and the possibility of a rate change. Where notice to extend has been agreed by both parties, we reserve the right to take all additional payments, charges and fees from any credit/debit card used when the original booking was made or should payment be made by BACS or cheque an invoice will be sent to your billing address and payment must be made by return. 
Please note that failure to give adequate notice in writing of your intention to extend your stay may result in your apartment being re-let.

If you wish to depart earlier than the agreed date, you will have to let us know in writing. Your Stay Bristol reserve the right to treat an early departure or a reduction in the stay duration as a cancellation and cancellation charges will apply. Any refund will be subject to the apartment being re-let and may be subject to a cancellation charge of £35 +VAT.

 

Early Departures

In the event that a guest needs to check out prior to the agreed departure date, we will use our best endeavours to obtain a refund of accommodation charges for the remainder of the stay. However, any refund will be subject to the apartment being re-let and may be subject to a cancellation charge of £35 +VAT. 

 

Methods of Payments

We are pleased to accept the following methods of payment:-

Credit Cards: We accept all major credit and debit cards.

Bank transfers (BACS): Our bank details are available on request. If you intend to pay by bank transfer this should reach our account net of all bank charges. Please ask your bank to show your name and Booking Reference on the transfer. A copy of the transfer should also be e-mailed / faxed to us.

Cheques can be used for UK POUNDS STERLING payments only and should be made payable to Your Stay Bristol Ltd. They should then be sent, with your Name & Booking Reference number, to:
Your Stay Bristol Ltd
1 Hurle Road
Clifton
Bristol BS8 2SY
United Kingdom

Seven days should be allowed for your cheque to arrive and for the funds to clear. Accordingly, payment cannot be accepted by cheque within a week from the arrival date.

 

Accommodation, Occupancy and Group Bookings

All apartments provided by Your Stay Bristol are occupied as serviced apartments and are to be solely used as temporary or holiday accommodation for you or your organisation. In no circumstances are they for use as the principal or additional home or residence of guests. You are not entitled to a tenancy or an assured shorthold tenancy and these conditions cannot be construed as a tenancy under the Housing Act 1988 ( as amended). No relationship of landlord and tenant is created and no statutory security of tenure exists now or at any time during your stay. If you or any member of your party fails to vacate at the end of the pre-agreed period of your stay you will be charged the relevant accommodation charges for the continued period of occupation.

Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival.

The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra beds can be provided and this will be at a charge to be agreed at the time of booking. If the number of people permitted to occupy an apartment is exceeded, we reserve the right to charge for additional apartments.

Guests are responsible for their visitors. All non residents should leave the apartment by 11pm.

We operate a strict no party policy. This includes the playing of loud music at any time. Guests are required to behave in a responsible manner, respect the apartment and other residents. Noise should be kept to a minimum between the hours of 10pm and 7am. This includes, but is not restricted to, causing any sort of nuisance or disruption or using threatening or abusive behaviour to other residents or the staff of Your Stay Bristol and their agents or suppliers. Guests are not permitted to use the apartments for any illegal or immoral purposes.

We reserve the right to request that guests vacate their apartment immediately if we determine that in the opinion of Your Stay Bristol any of our terms and conditions have been broken.

Group bookings availability can be only confirmed via telephone.

If in our opinion a group booking has been made by several individuals placing independent bookings on-line, we have the right to cancel them.

We have a strict no "Hen" or "Stag" party policy in all of our apartments.

 

Services

All apartments include a kitchen or kitchenette equipped with cutlery, crockery, and kitchen utensils. No food is provided.
Unless otherwise specified, the prices quoted for all accommodation include heating, electricity, gas, telephone line rental charges and television. The prices exclude service charges for calls made.

For serviced accommodation, the prices quoted include maid service once per week. Maid service is available more frequently than this at an additional charge during working days; thus weekends and bank holidays are excluded. All linen and towels are included and changed at least once a week. Any extra charges are at the management's discretion.

Keys and Parking Fobs - You will be provided with two set of keys per apartment and one parking fob if you have booked a parking space. Unless otherwise stated parking is from 'check in' to 'check out'. Additional keys can be provided on request. It is your responsibility to ensure that you or members of your party are in possession of these at all times and they are returned to the key safe at the end of your stay. An additional charge will be made for lost keys or fobs and if we are required to provide access due to lost or forgotten keys.

The client is responsible for gratuities and incidental charges.

 

Restrictions

Smoking: We operate a NO SMOKING POLICY. Smoking is not permitted in the apartments or in any other area of the apartment block. If, in our reasonable opinion, smoking has occurred in the apartment during your stay we reserve the right to charge you for additional cleaning of the apartment.

Pets: Regrettably no pets, other than registered guide and hearing dogs belonging to those with visual and hearing impairments, are allowed in any of the apartments under any circumstances.

We reserve the right to request that guests vacate their apartment immediately if we determine that in the opinion of Your Stay Bristol any of our terms and conditions have been broken.

 

Arrivals and Departures

Apartments are available for occupation from 15:00 hours* on the day of arrival to 10:00 hours on the day of departure. All additional hours will be charged as admin fee of up to value of one day unless otherwise agreed in advance. Parking space(s) must also be vacated at the same time as the apartment. 

Early check in/ late check out cannot be guaranteed unless the booking is made from the night before arrival/ for the night after departure.

Key collection details will be provided prior to check-in date.

 

If you alter your booking

If you wish to alter your booking, Your Stay Bristol will use its best efforts to comply with your requirements, however, you will be obliged to pay any additional expenses incurred as a result of the alteration. In addition, we may charge, at our discretion, an amendment fee of £50 plus VAT to cover the necessary administrative costs incurred.

However, it is important to realise that a change may have to be treated as the cancellation of one booking and the making of another. In such cases cancellation charges may be incurred in accordance with these terms, which may be as much as the total cost of your booking. We will advise you if this is the case when the change is requested. You must then inform us as soon as reasonably possible whether you still wish to change your booking. If you advise us that you do or you fail to contact us as soon as reasonably possible, your booking will be treated as having been cancelled by you and our conditions on cancellation as shown below will apply.

Cancellation Policy

  • Bookings for properties such as our apartments are almost invariably made well in advance and for relatively lengthy stays in comparison with hotels or other travel accommodation. It is very difficult, therefore, to re-let an apartment after a booking has been cancelled particularly at short notice.
  • All cancellations and alterations must be confirmed in writing/via e mail. They will be considered on the day that the written notice of cancellation is received by us.
  • No cancellation charge if you cancel your booking more than 14 days prior your arrival.
  • No refunds will be made for non-arrivals.

If you cancel your booking then a cancellation charge will be payable, based on the number of days before your arrival date that we receive written notification of your cancellation, as shown in the following table. This means that if you have paid the balance of your total cost and then have to, or wish to, cancel, you may receive a refund of part of such cost. However, if you have not paid your total cost by the time of your cancellation, you may be required to make a further payment by way of cancellation charge. For the purpose of this table, cost means the total cost of the booking, including any extra items already booked by you.

Number of days before arrival date that written notification of cancellation is received by us / Amount payable

Over 14 days - no charge
14 - 1 days - 100% of total fee due up to a maximum of 14 nights (rate change will be applied if booked at a monthy rate)
Day of arrival or after - see Early Departures section

In addition, any security deposit paid by you will be refunded in full, unless there are any outstanding charges due to us, in which case you agree that we are entitled to use the security deposit towards such outstanding charges. A separate charge will apply for each apartment cancelled.

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. We strongly recommend that clients purchase adequate travel insurance. Regrettably, for the reasons given above, we have to treat any curtailment of your stay as a cancellation. 

 

If Your Stay Bristol Ltd cancels your booking

In the unlikely event of your booking having to be changed or cancelled, we will contact you (by telephone where reasonably possible in the case of a significant change or cancellation) as soon as is reasonably practical, to explain what has happened and inform you of the cancellation or change.

If a significant change has to be made (and the change is not acceptable to you) or your booking has to be cancelled, we will, if possible and as soon as reasonably practical, offer you an alternative apartment of similar type and standard in a similar location for the same dates. In such circumstances, the advertised cost of the alternative apartment will be payable. Obviously, if the alternative apartment is advertised at a lower price, you will receive a refund (if you have already paid the balance of your total cost) of the price difference.

If you do not wish to accept a significant change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you will receive a full refund of all monies paid to us.

You should inform us as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively whether you want a refund. In the unlikely event that you fail to tell us that you wish to accept any change or alternative apartment we are entitled to assume you wish to cancel your booking and receive a full refund of all monies paid to us.

 

Insurance and Liability

Your Stay Bristol Ltd cannot be held responsible in any way for loss of, or damage to, contents, furniture, fittings or any personal belongings at the apartment locations. Nor can we be held liable for the acts or defaults caused by third parties. You are advised to ensure your own insurance policies cover loss or damage to personal property during your stay. We strongly recommend that you take out adequate travel and personal insurance.

Furthermore, we cannot be held responsible for any personal injury however caused at the accommodation provided.

Nothing in this contract seeks to exclude liability for death and personal injury or any other liability not excludable under the laws of England and Wales.

The client and the property owner should therefore effect their own insurance against such risks.

 

Security Deposit for Additional Charges:

Valid credit or debit card details must be provided at the time of booking to cover any additional charges incurred during your current (or any future) stay, breakages and damages. We reserve the right to deduct from the relevant credit or debit card, without further notice, all amounts chargeable under these conditions. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges.

 

Additional charges include:

  • Cleaning and repairs:We expect our apartments to be left in a reasonable state of repair and cleanliness on departure. If, at our discretion, additional works are required on departure to return the apartment to a reasonable state, the cost of these works will be charged as an additional charge to the card holder. When the duration of the reservation is in excess of 28 days, a discretionary final cleaning charge of up to £75 plus VAT may be charged.
  • Smoking:As all our apartments are non-smoking, we reserve the right to charge £100 plus VAT (in addition to the general cleaning charges) for specialist cleaning to an apartment and/or its contents where smoking has taken place.
  • Soiling:We reserve the right to charge £100 plus VAT (in addition to the general cleaning charges) for cleaning to an apartment and/or its contents where soiling (from but not limited to vomit/excrement/urine) has taken place.
  • Inventory and condition reports - £50.00 plusVAT.
  • Damage: Any damage to the apartment or contents caused by the guest must be paid in full by the card holder. In the event of any breakages or damage discovered after the guest vacates, we will notify the card holder by e-mail within 1 week of the guest’s departure, providing a detailed breakdown of the issues and the cost of rectifying them. Where possible, photographic evidence will also be supplied.
  • Keys: We will issue the guest with sets of keys (as relevant) and extra keys are available on request. If the issued keys are not returned on departure a charge of £50 plus VAT will be made to the booker. If between the hours of 8 pm and 8 am a guest locks themselves out of the property and/or the apartment and requires assistance to re-enter the property and/or the apartment, we reserve the right to charge up to £75 plus VAT call out charge in addition to the charge for lost keys.
  • Call Outs: If the emergency call out number is used to contact the on-call representative between the hours of 5.30 pm and 8 am for any purpose other than an emergency, we reserve the right to charge the booker a call out fee of up to £50 plus VAT.
  • Telephone Calls: Telephone calls are charged separately. Sometimes, telephone call charges are provided by a 3rd party supplier. Where this arrangement exists, it is the guest’s responsibility to set up a charge account with the service provider direct (details available in the apartment).
  • Consequential loss: If the apartment is deemed unfit for occupation, the client will be obliged to pay compensation to Your Stay Bristol Ltd for any loss of revenues in addition to the costs of cleaning and repair.
  • Late departure: All additional hours after 10am will be charged as admin fee of up to value of one day unless otherwise agreed.An administration charge of £35 +VAT will apply should a damaged item have to be purchased or disposed of.
  • Cleaners turned away: Your apartment will be cleaned weekly with the exception of Sunday and if cleaners are turned away there will be a charge of £20 plus VAT however we will try to be flexible and can change the day the cleaners call if 24hrs notice given.

VAT is payable on all additional charges even if not specified in these terms and conditions. The actual cost together with any administration charges will be levied. Prices for additional charges may change at any time.

Within one week of any deduction for additional charges from a debit/credit card, we will provide the card holder by e-mail or otherwise with a breakdown of the issues and the applicable additional charges.

 

Interruption of services

We will make every effort to ensure that guests enjoy a peaceful stay, however, we cannot guarantee or be held responsible for any failure or interruption of, services to the apartment or the building, including electricity, air conditioning, water or any damage to telephone, broadband, internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our apartments, and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.

Parking - Your Stay Bristol cannot be deemed liable in the unlikely event that any reserved parking is unavailable during your stay with us. On such occasions a refund will be made only of the separate parking charges taken and not provided. Your Stay Bristol are not liable for any additional costs which may be incurred by the non provision of this service.

Internet Provision - Internet services are provided by 3rd party suppliers and as such Your Stay Bristol cannot be deemed liable in the unlikely event that any such service is either unavailable or not functioning properly during your stay with us. On such occasions a refund will be made only of the separate charges taken for this service and not provided. Your Stay Bristol are not liable for any additional costs which may be incurred by the non provision of this service. 

 

Feedback and Complaints

We welcome feedback from our guests. Shortly before or after your check out you will be emailed a questionnaire for completion if you so wish.

In the event that you are not entirely satisfied with the service offered, you should notify us as soon as possible. If the problem cannot be resolved during your stay, you should contact us in writing or alternatively you can call us on 0844 822 5778 or email This email address is being protected from spambots. You need JavaScript enabled to view it. . Our policy is to acknowledge any complaint within five working days, advising you of who is dealing with your concerns and attempt to address them.

 

Lost Property

Any items left in the apartment will be kept for 1 month after the departure date (except post). Any items posted to the guest will be liable a £20 admin charge and postage charge.

 

Competitions

Your Stay Bristol Ltd may from time to time run competitions through one or more various social media companies including but not limited to facebook, twitter, google+ and linkedin. Staff and family memebers of Your Stay Bristol Ltd are excluded from entry.

Prizes may be subject to stays on selected dates based on availability of accommodation from Your Stay Bristol Ltd and availability of any other associated prize which may only be available at selected times from competition partners.

Length of stay and of number of guests will normally be defined in the competition page themselves. If not stated the number of maximum guests will be - family prize (five guests), couples and friends prizes (two guests) and the length of stay two nights.

The decision of Your Stay Bristol Ltd is final.