Your Apartment.com Limited
Registration no. 10646922
Registered in England & Wales
Registered address: 36 Triangle W, Clifton Bristol, BS8 1ER
Terms & Conditions
These terms are applicable to all reservations, bookings and agreements for accommodation of any kind made by (“the Customer “) and Your Apartment.com Limited or any of its subsidiary companies or associated companies which may be referred to individually or collectively as “the Operator” or “Your Apartment” or “Your Apartment.com” in these terms and conditions and booked through any website operated by Your Apartment.com Limited .
Once a booking has been accepted by the Your Apartment, a contract exists between the Customer and Your Apartment and making a booking by the Customer indicates acceptance of these Terms and Conditions by the Customer.
For bookings of 5 or more apartments different policies and additional supplements will apply, and the customer will be contacted by Your Apartment with more information.
Amendments to Terms & Conditions
These Terms and Conditions may be subject to change at any time and without notice. Prior to your check-in, please consult the website for the most up-to-date amendments.
Website Use and General Terms & Conditions
Use of this website, is subject to the terms and conditions outlined below. By using this website the Customer agrees to be legally bound by these terms and conditions.
Links that feature on the websites include links to other sites which we believe may be of interest to you. By providing these links we are not endorsing or recommending such sites or the services or material provided by them. We therefore accept no responsibility for the content of these sites. All rates quoted are subject to availability and alteration.
All discounted rates quoted are limited offers and subject to availability and may be subject to a minimum night stay.
While every effort has been made to ensure the accuracy of all information, The Operator does not accept liability for any errors or omissions and reserves the right to change information and descriptions of listed accommodation and products.
Online Bookings and 3rd Party Websites
Please note that different terms, conditions & cancellation policies may exist in relation to online bookings made via Booking Agents and affiliate websites depending on the city, accommodation or rate type selected.
Please read carefully the apartment rate details that are provided before you make your online booking.
Payment Arrangements and Credit Card Payment Processes
Except in the case of Guests that avail of “Non-refundable” rates, Guests will be asked for full payment of the balance 1 day prior to their arrival using their credit or debit card and verification with ID.
Guests will also be asked to pay a Security Deposit on arrival either by pre-authorisation of their card or by payment of a cash deposit (see section below on Security Deposits).
Customers availing of our discounted “Non-refundable” rates avail of our best discounted prices at the time of booking. Prepayment in full is required at the time of booking and all payments are non-refundable. Guests are required to provide the credit or debit card used at the time of booking upon arrival. Please ensure you have this available, otherwise check-in may be declined.
As a security measure “Non-refundable” customers and customers who have booked through 3rd party agents and prepaid in full will either be required to pre-authorise their credit or debit card or produce a valid ID on email at the time of booking.
Your apartment accept all major credit cards and debit cards.
Your Apartment do not accept cheques unless previously agreed with Management.
The property reserves the right to pre-authorise credit cards used as guarantee for reservations for the value of the first night’s stay prior to arrival. The property reserves the right to cancel reservations associated with Invalid or declined credit cards.
Credit and debit card transactions will be charged at the local currency rate, Your Apartment does not accept responsibility for additional costs that may be incurred.
Cancellations and No Shows
Cancellation of a reservation will be effective only from the time of receipt.
Cancellations must be made by e-mail. Confirmation of cancellation will then be sent to you. If you do not receive confirmation, then your cancellation may not have been received. It is the Customer’s responsibility to ensure proper receipt of their cancellation.
Cancellations must be received by 12 noon (local time) 14 days prior to arrival date for bookings made via any third-party channel. Cancellations for bookings made directly on www.yourapartment.com must be received by 12 noon (local time) two days prior to the arrival date. You should keep the cancellation confirmation number you receive. Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company, if you have travel insurance. Bookings made via www.yourapartment.com on Non-refundable rates will incur full cancellation charges.
We strongly recommend that all Customers obtain appropriate travel and personal insurance cover.
Your apartment reserves the right to treat an early departure or reduction in the number of nights or apartments booked as a cancellation and apartments may be re- let and cancellation charges will apply. Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds.
Transaction fees are not refundable in the event of a cancellation.
Cancellations are subject to the following;
- Deposits paid (Non-refundable rate) are non refundable.
- Cancellations must be received by email before 12 noon (local time) at least two days before the arrival date, to the relevant city email address, all city email addresses are listed below:
Bristol – email@example.com
- Cancellations are not permitted on “Non-refundable” rates, as the full cost including any extra services are charged at the time of reservation. If you cancel for any reason or attempt to modify the reservation or do not arrive on your specified check-in date, your payment is non-refundable.
- The Customer agrees that the above cancellation charges are a fair and genuine estimate of the loss that the Operator would incur on the cancellation of a booking.
Accommodation Amendments by Your Apartment
Whilst all reasonable efforts have been taken by Your apartment to ensure that bookings made under this Agreement are able to proceed, we reserve the right to relocate any booking to accommodation of similar size and standard in the locality. The Customer acknowledges that Your Apartment accept no liability for any loss or damage suffered by or caused to the Customer as a consequence of the relocation.
In exceptional circumstances Your apartment may find it necessary to cancel your booking. If this occurs Your apartment will refund any sum the Customer has paid which shall constitute a full and final settlement of any liability Your apartment may have to the Customer as a result of such cancellation.
Your apartment will not be liable for any delay, loss, damage or expenses incurred if your booking needs to be altered or cancelled, if it is unable to perform its contractual obligations as a result of events beyond its reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions. Refunds will no
Alterations to booking requested by Customer
If a Customer wishes to alter their booking (e.g. change the dates of stay or the accommodation requested), Your Apartment cannot guarantee that it will be able to do so and it accepts no liability for any loss, damage or additional expense that may be incurred in these circumstances.
While amendments are not permitted with Non-refundable Rates, they are possible with Standard bookings depending on availability, if requested at least 48 hours prior to arrival. Additional costs may be incurred if the cost of accommodation on the new nights varies from the previous booking. All amendment requests must be received in writing.
Identification, Security Deposits for Damage, Extras and Cleaning – Pre-Authorisation of Cards
- a) Bank transfers must be in pounds sterling and all charges must be borne by the booker. Bank details are available on request.
- b) Credit card details will be held by Your Apartment for a period of time in accordance with full PCI procedures.
- c) Your invoice will be made available on departure.
- d) For credit clients, the payment period is 30 days. Late payments will be charged at 7% above the Bank of England Base Rate for the period concerned.
- e) A £300 pre-authorisation will be taken prior to your arrival to enable guests to charge items to their room. Your Apartment holds the right to charge the pre-authorised card should damage be caused to the apartment.
- f) Depending on your booking
– Non-refundable bookings will be charged at the time of booking
– Best / flexi rate bookings will be charged 1 day prior to arrival.
Photographic identification will be required to be sent prior to arrival. Check-in information will not be released. Where a Non-refundable rate has been booked guests are required to provide the credit or debit card used at the time of booking upon arrival.
Apartments sleep only the maximum number of guests listed on the description. Extra guests will not be permitted. Upon check-in, all guest names will be taken and confirmed when returning back to the apartments at night. Unfortunately, extra guest names cannot be added after check-in has taken place.
Your Apartment reserves the right to charge a Security Deposit before check-in.
Damage deposits – The payment will be used to cover incidental items including, but not limited to, breakages, damage to property, additional cleaning costs due to the apartment being left in an unacceptable state, excessive electricity usage, and breaches to regulations such as smoking in the apartments or causing disturbance of other guests enjoyment of the property. Security Deposits may also be used by Management in the event of unauthorised extra guests using the apartment and facilities.
Security Deposits held on a credit card (via a pre-authorisation) or charged to a debit card will be refunded as per the issuing bank’s policy. Typically this may take between 3-10 working days, however some banks do take longer.
Customers should note that with pre-authorisation no money is transferred at the time, but it will affect your available funds balance and spending limits on the card while the pre-authorisation exists. Your Apartment is not liable for any delays in refunding pre-authorisations by credit card companies.
If disturbance to other guests has occurred or any damage to the property, the cost to Your Apartment will be retained from the Security Deposit, and only the balance returned to the Customer.
If this cost exceeds the value of the Security Deposit, the Customer agrees to indemnify Your Apartment for the damage, additional cleaning costs or other charges and agrees to pay all costs of recovery including all legal costs, and other expenses.
The Customer hereby gives consent to the Your Apartment to apply to the Customer’s credit card all reasonable charges incurred which may not be covered by the Security Deposit.
Check-in and Check-out Requirements – Return of Apartment Keys
Customers must comply with Your Apartment rules for checking-in and checking-out. Unless otherwise agreed in advance, apartments will usually be made available from 3:00 pm on the day of arrival.
There is a charge for early arrivals prior to 3:00 pm. The current rate is £15 and is subject to availability and must be confirmed with reception at the time of arrival. This fee is waived for customers that have booked direct on www.yourapartment.com (subject to availability on the day).
Unless otherwise agreed in advance, all apartments must be vacated and all keys returned by 10:00 am on the day of departure. By prior arrangement late check outs can be arranged for the date of departure. A late check-out surcharge of £15 per hour will apply depending on the time of departure. An additional night’s accommodation will apply to all check-outs after 3:00 pm. This fee is waived for customers that have booked direct on www.yourapartment.com (subject to availability on the day).
Should keys, fobs or access cards be lost or stolen or where the Customer fails to checkout by 3:00 pm on the date of departure without prior approval, the Customer will be liable for the full cost of an emergency locksmith plus any replacement fobs required for operating entrance doors / car park gates, etc. In the case of the above Your Apartment reserve the right to remove a guest’s belongings from the apartment and accept no liability for the loss or damage of these items.
A fee of £250 will be charged for keys or fobs not returned within 24 hours of the departure date and it is agreed by the Customer that Your Apartment at its discretion may apply this charge to the Customers credit card or deduct it from the Security Deposit.
Facilities/Services Included in the Price
All apartments come fully furnished and include a kitchen equipped with appliances, cutlery, crockery, and kitchen utensils.
Food or drinks are not provided as part of the product offering.
Shampo, conditioner, hand soap, toilet paper, bin bags, washing tablets and washing powder (Frederick Place and rowan Tree supplies washing powder)
No items may be removed from the apartment.
All prices quoted are inclusive of bed linen & towels, cable TV and Internet.
Each apartment is allocated an electricity allowance and excessive use of electricity will result in a surcharge being applied to your bill. Please ensure that all appliances, lighting, heating, hot water etc are turned off unless required.
The price quoted includes an apartment cleaning service. This is not a typical Hotel cleaning service where the apartments are cleaned daily. As part of the service apartment model only 7-night stays or more will be given a mid-stay clean, typically on the 4th day and every 7th day thereafter.
Liability For Damage To or Loss of Customer’s Property
Unless negligence by Your Apartment has been established by an independent body or a Court of law, the Operator will not be held liable for injury to person, loss of, or damage to any property of any Customer or person staying at or visiting the apartments and or its general facilities and area.
Your Apartment does not provide insurance for personal effects. Vehicles parked in Your Apartment’s parking spaces are done so at the risk of the Customer.
Personal belongings kept in apartment safes where provided, are done so at the Customers risk and Your Apartment does not take responsibility for any loss or theft.
We strongly recommend that guests make their own arrangements for travel & motor insurances to cover any such losses.
For Bristol bookings, these properties are in residential areas and we would ask you to please respect our guests and residents in relation to noise. As such, we do not accept ‘stag’ or ‘hen’ parties.
The use of any Your Apartment Property for the purpose of conducting business of any kind, without the consent of Your Apartment Management, is expressly forbidden.
The Customer shall do nothing in the accommodation which is a breach of the law.
The Customer shall not at any stage cause a nuisance of any kind or behave in an anti-social manner to fellow guests or staff members.
Your Apartment grants the use of its property solely for appropriate, legal, personal use.
Your Apartment expressly forbids entry to its property to any persons other than those listed under the relevant booking.
Your Apartment and the Customer agree that no tenancy rights accrue as a result of the usage of property.
The Customer may not re-let/sublet the apartment to any other third party.
Your Apartment reserve the right to refuse a Customer entry and accommodation if, on arrival Management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
Your Apartment operates a strict No-Party policy. The maximum number of people per apartment should not be exceeded and noise levels must not cause a disturbance to other guests. Additional charges will be levied on a Customer’s account if there is evidence of a party having taken place.
The maximum apartment occupancy is set out on your booking confirmation.
Guests shall comply with all reasonable rules and procedures in effect at the property, including but not limited to health and safety and security procedures and requirements as to registration.
If during the course of a stay, the Operator receives serious complaints about the Customer or the Customer is behaving in a manner detrimental to the enjoyment of other customers or their guests, or the Customer is in breach of the Terms and Conditions, the Operator reserves the right to terminate the Customers stay without notice and without any obligation to refund any monies.
Bookings made by customers within the same city.
For instance – guests who book accommodation in Bristol and live in Bristol are subject to a £500 damage deposit. Customers who refuse to pay a damage deposit will not be permitted to stay and the booking will be cancelled. Charges may still apply.
*This does not apply to local businesses booking on behalf of staff.
All properties have a minimum age of 25. No refunds will be given to guests who book and are under the minimum age limit. Guests are not change the main booker once the booking has been made.
Access to the Apartments by Management
The Management and its authorised personnel may at any time access the apartment for the purpose of inspection of the apartment, and to carry out repair or maintenance work.
Your Apartment warrants to use all reasonable efforts to ensure that the Customer’ chosen accommodation is properly arranged and is of a good standard.
If not happy the Customer should immediately notify Your Apartment of any complaint, and in any event no later than 12 hours after your arrival. If Your Apartment is found to be in breach of this warranty and cannot rectify the problem, Your Apartment will at its option either provide you with a replacement apartment (if reasonably practicable) or a partial refund of the price paid.
Under no circumstances shall Your Apartment liability to the Customer exceed the amount paid to it for the rental period.
Guests under the age of 18 years must be supervised by at least one adult per apartment. The lead guest will be responsible for the conduct of the remaining guests and will be required to provide a security deposit for the group.
Children under the age of 2 are free and do not count as occupants. This is however dependent on suitable apartment availability and all local fire regulations.
All children over the age of two are regarded as adults when determining occupants of an apartment.
Your Apartment reserves the right to charge for the provision of children’s equipment including cots and high chairs.
Children under the age of 14 must be supervised by an adult at all times.
Some of our apartments are pet friendly. Please email firstname.lastname@example.org to find out more. Damage deposits of £150 are held per pet. An additional cleaning fee of £70 is required.
Smoking of any tobacco products including, but not limited to cigarettes, pipes, cigars, snuff or chewing tobacco, is not allowed in apartments, communal hallways or at the front entrance and rear of buildings. Breach of this will result in the authorised card or damage deposit being withheld. Fines up to £250.
Use of candles or any naked flames in the apartments are strictly prohibited.
Apartments with balconies and gardens: Guests are free to smoke in gardens and apartments, please ensure you dispose of your cigarettes responsibly and do not litter. Charges will be made should our housekeepers need to clean up disposed cigarettes. Up to £100.
Reservations made via Other Channels
Bookings made through other sources including online travel agents, tour operators or other websites may be subject to different policies. Please refer to your confirmation for details.
Only available when you book online at our official website yourapartment.com
- Promotional discounts are not available on sale rates and selected discounted promotions
- Priority early check-in, complimentary late check-out up to 1pm and complimentary apartment upgrade are subject to availability
- Free cancellation excludes ‘Pay Now and Save’ and “Advance Purchase” bookings
- Offers are only applicable to new bookings only
- You must sign up to the newsletter
- Your Apartment reserves the right to change, remove or amend the program offerings at any time without notice
- Cannot use two or more discounts at the same time
NHS staff discount – Guests who use the code for NHS staff discount must show an ID card. Guests who fail to show relevant ID will not be permitted to stay and will not be refunded.
Lazy Sundays – Guests can extend to 2pm for £30. This is subject to availability.
Some of our apartments have designated parking spaces or vouchers. There is a charge of £10 per day for each booked space. Parking must be reserved 2 days prior to arrival through the booking app or by emailing email@example.com This fee is waived for customers that have booked direct on www.yourapartment.com (subject to availability).
Bed set up
Apartments with twins beds will remain as twin beds unless requested 2 days prior to arrival. (Beds can be made as a whole by housekeeping which gives dimensions of a super king bed). Linen will not be left for the sofa bed unless it is requested.
Your Personal Details & Privacy
We are required to keep a register of guests over the age of 16 who stay with us, this includes full names and nationality, and/or passport numbers, place of issue, details of next destination if they are non-British, Irish or Commonwealth guests. This is in accordance with the (Immigration (Hotel records) Order 1972). These records are kept for a minimum of 12 months and in accordance with the DPA (Data Protection Act 1998) and the GDPR (General Data Protection Regulation).
You accept that any entries you make to an on-site guest book, if available, will not contain personal information or details you would not want disclosed. Any entries containing personal details that may fall into the DPA and GDPR may be removed and destroyed.