Terms & Conditions
These Terms and Conditions are a contract between Ark Serviced Accommodation Ltd, Company Number: 12467115, and the person making the booking and all adult members of your party who will be staying at the property. By making a booking or staying in one of our properties you agree to abide by these terms and conditions. Defined terms used in this contract are:
1.1 You agree that the purpose of the letting is for temporary accommodation, and therefore that you will not be entitled to any rights under any statutory provision including, without prejudice to the foregoing generality, the Rent Act 1977, any assured tenancy or assured shorthold tenancy under the Housing Act 1988, including in each case any amendment or re-enactment of any such statute for the time being in force.
1.2 The rates displayed on the site are the most up-to-date rates in real time only. To reserve the daily rate, accommodation must be booked at the time or a deposit as agreed with the host.
2. Agreement for Occupation
2.1 We permit you to occupy the property as a holiday letting/ temporary accommodation for the agreed hire period only and subject to these Terms and Conditions, such occupation being by you personally and only such guests included in the booking numbers.
2.2 You must be 18 years or over when you book your accommodation and must provide us with a copy of your identification via the secure online check-in link sent by Charge Automation (passport or driving licence is acceptable). There must be 1 adult of at least 18 years of age staying at the property who accepts responsibility of the booking.
2.3 You may arrive at your accommodation after 4pm (except if it is stated different or you have paid for an early check-in) on the start day of your booking and, unless otherwise agreed, you must leave by 10am on the last day. If you fail to arrive by midnight on the day of the start date and do not advise us of a late arrival we may treat the booking as being cancelled by you.
3. Paying for your Accommodation
3.1 The following terms apply to payment: –
3.1.1 When booking direct, the amount payable will be required at least 7 days before arrival with a 25% non refundable deposit paid to hold the dates for your stay. If you have pre-agreed a longer stay with us, we reserve the right to collect a deposit for the amount of a further 30 day stay to hold dates for you and your guests.
3.1.2 We expect the property to be left in a reasonable state on departure, furniture to be in the same place as left and malicious damage will not be tolerated. Cleans are always completed after departure and between guests through our thorough antibacterial cleaning process and sanitising. Any damage or excessive, irreversible dirt will be charged as an additional cost. Please note, our cleaning team to take photos before and after guest stays.
3.1.3 We adopt a strict no smoking policy inside the building. We reserve the right to charge additional charges for evidence of smoking inside in the property.
3.1.4 Parties and events are not allowed at the property and if excessive noise is reported, evidence of an event or guests staying not stipulated in the numbers at the booking stage, we will ask that you vacate immediately and thus the booking will be non-refundable.
3.1.5 Cleaning will be completed on a weekly basis. Fresh linens and towels will be available to guests. Please refrain from taking linen from the property, this will be charged.
3.1.6 Pets are not allowed in the properties unless stated by in the listing. A charge of £50 per pet per stay is adopted to those properties allowing pets.
4. Loss and Damage; Security Deposit
4.1 Please inspect the property on check-in to ensure the property is in good repair, condition and in a clean and tidy state as we aim to ensure a sparkling clean property awaits your arrival. If no problem is reported, this will waive any right to claim.
4.2. A refundable deposit will be required of £250 per property for any length of stay, this will be held on an authorisation for the length of stay. On inspection after check-out the deposit will be released if no damage is found and will take approximately 3-10 working days to receive back on the card (depending on the client’s bank). For stays longer than 7 nights, where the card provider does not allow for pre-authorisations of longer than 7 days, we would request a refundable deposit via BACs.
5. Additional Charges
5.1 Additional Charges which may be payable include those items specified in the Booking and any specified in these terms and conditions.
5.2 Where Additional Charges are payable, you hereby authorise us to take them from the credit or debit card used to authorise the security deposit. If no credit or debit card was used in the Booking, you must pay Additional Charges by another means acceptable to us. All Additional Charges are due on the check-out date, unless the context otherwise requires.
5.3 If you fail to pay any Additional Charge within 14 days of the date of our invoice requiring payment of the same, you will incur interest and administration fees.
6. If we change or cancel your booking (extenuating circumstances).
6.1 In the unlikely event we have to cancel or make a change to your accommodation we will use all reasonable efforts to contact you as soon as possible to explain what has happened and inform you of the cancellation or change. We will always attempt to offer you alternative accommodation, where this is not acceptable to you, we will refund you within 5 working days.
6.2 We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our reasonable control (force majeure), including (by way of example only and without limiting the generality of the foregoing) terrorist activity, industrial disputes, natural or manmade disasters, fire, and adverse weather conditions.
7. Change of booking by the guest/ lead guest/ amendments.
7.1 Please stipulate bed set up for parties greater than 2 people to allow us to accommodate your guests as well as possible.
7.2 If cancelled within 7 days of your arrival date, or in the case of a no-show, the total price of the reservation will be charged. This is unless booking with us via another online portal or online travel agent whose cancellation policy differs to this.
8. Our liability for personal injury/ loss/ loss of service.
8.1 Unless a provable act of omission on our part, we accept no liability for personal injury/ loss or loss of any service.
8.2 All equipment in the properties is of working, safe use. Any electrical equipment brought by you or your guests should also be in safe, working order. Please ensure any fire hazards are reduced. Do not leave candles, open flames, cooking appliances, hair curling tongs, straighteners, irons or any other electrical device which omits heat without supervision.
8.3 Fire blankets, CO detectors and smoke/ heat detectors will be checked and tested regularly by us or our cleaning team on regular basis. If any fault is noted during your stay please inform us as soon as possible using the contact details provided on the website.
8.4 We shall have no liability for any loss which was not foreseeable at the time we entered this Agreement or losses not caused by our breach of this Agreement, and, if you are entering this Agreement in the course of a business, we shall have no liability for any loss of profit, loss of or damage to goodwill, increased costs, loss of anticipated savings, loss of business, or any special, indirect or consequential loss (whether arising through breach of contract, tort including and without limitation negligence, or breach of statutory duty). In any case our total liability to you is limited to the total cost of your reservation.
9.1 Unless otherwise agreed, the owners will issue to the client or guest one set of keys to the property. If at any time the client or guest loses the keys, they must notify us as soon as possible and we will instruct a locksmith to change the lock/key(s) and charge the client or guest. On check-out, keys must be left in the keybox (or the same place as the guest collected them from) and the accommodation must be left locked. A charge will be payable, thereon, to the guest who has lost the keys.
10. Internet connection/ working from home
Wireless, Ultrafast Broadband Internet has been installed at our properties, however, we will not be liable for loss of this service due to connection, environmental or human error and no support service is available. For this reason, wireless broadband internet is not a contractual provision. We do not assume any responsibility for any damage to your computer or the data contained on it, nor the security of any data transferred over the internet. Guests are responsible for the protection of their computers from loss of data, unauthorised access or viruses. Broadband usage is unlimited for the period of guest stay.
11. Client’s Obligations
11.1 The client will guarantee the following: –
11.1.1 When guests with small children occupy the property, the guest undertakes to provide all suitable childproofing safety equipment.
11.1.3 Guests will not do or permit any act reasonably likely to make any insurance policy on the property void or voidable or increase the premium.
11.1.4 Guests will not do anything that may cause a nuisance or annoyance to the owners or to any other occupier or guest of adjoining properties or do anything at the property that is illegal or immoral.
11.1.5 Guests will not make any alterations to the property, or attempt to make any repairs.
11.1.6 Guests will not assign, underlet, sub-license, charge or part with possession of whole or any part of the property, take in lodgers or share occupation of the property with any person in any way. Guests will not sell, loan, charge or otherwise dispose of or part with possession of any of the contents located at the property including without limitation the owners’ furniture and effects.
11.1.7 Guests will not block or put noxious or damaging substances into the sinks, baths and lavatory cisterns or waste or soil pipes in the property or allow them to overflow, and will immediately report any such blockage to us so we can sort the problem.
11.1.8 Windows and doors should be closed on leaving the property. The main access door locked, and keys returned back to the key safe.
11.1.10 Guests will not change any lock to the property or have any duplicate keys made.
11.1.11 Any damage to the property must be reported as soon as possible.
11.1.12 Guests will use all equipment provided at the Property strictly in accordance with its operating instructions and not for any purpose other than its intended use.
11.1.13 The number of people occupying the property does not at any time exceed the maximum number of permitted occupants as set out in your booking of the relevant property. If the number of people permitted to occupy the property is exceeded (which would be in breach of Health and Safety Regulations) we reserve the right to require the excess occupants to vacate the property.
11.1.14 Guests will use any cleaning products, liquids, tablets etc. strictly in accordance with their usage instructions and ensure that such products are kept out of reach of children. We accept no liability for misuse of products supplied.
11.1.15 Guests will not behave in an abusive or threatening manner toward our staff.
11.2 You indemnify us and will keep us indemnified on demand for all claims, liabilities, losses, costs and expenses (including legal fees) incurred or suffered by us (except any incurred as a result of our default) in connection with this Agreement or in connection with any use or misuse of the property, except for personal injury or death caused by our act or omission.
12. Fair usage policy
12.1 We provide gas central heating to the properties controlled by thermostats which are capped a maximum of 21 degrees Celsius in the Winter months (October- March) and 19 degrees Celsius in the Summer months (April- September). Regulations state 18 degrees Celsius to be maintained in residential property- in accordance with Public Health England. If you wish for the thermostats to be adjusted to allow temperatures higher than the range, this can be accommodated subject to engineer’s availability and additional fees.
12.2 Electricity is available in the properties for fair residential use. The use of electric powered heaters are not permitted and this will also void our insurance. Loss and damages occurred as a result of electric heaters will be chargeable to the guests.
12.3 The charging of electric vehicles is outside of our fair use policy. If a guest wishes to charge a vehicle overnight this will be charged at an additional £10 per day for plugging charger EVs into the 3 pin sockets within the house/ apartment.
13. Termination of this Agreement
13.1 This agreement may be ended by us with immediate effect if you are in breach of any of the terms or conditions set out in this document.
13.2 We may also terminate this agreement at any time and for any reason on giving the client reasonable written notice.
13.3 Guests will, at the end of the accommodation period, return to us all keys to the property and give us vacant possession of the property.
14. Health and Safety
14.1 Guests should keep the property free of hazardous objects at all times and not to leave it in a condition that would make it unsafe for our housekeepers, staff, guests or themselves to use.
15. Data Protection
15.1 We are required to gather certain personal data about clients and guests for the purposes of satisfying operational and legal obligations. This personal data will be subject to the appropriate legal safeguards as specified under the General Data Protection Regulation (GDPR).
16.1 Please contact us via the email on the website if any complaints are be to raised. We endeavour to solve any issues as soon as they arise and minimise likelihood of complaints however please ensure feedback is given where possible so we can continually improve our service to our guests.
These terms and conditions have been addressed in accordance with the law in England and Wales.
In this Agreement the following words and phrases shall have the following meanings unless the context otherwise requires:
“Additional Charge” means a charge or fee that is additional to the rental and includes those specified as an ‘additional charge’ in these terms and conditions or in the Booking, and also any other reasonable charge or fee incurred by you under these terms and conditions.
“Managing agent” “us” or “we” refers to Ark Serviced Accommodation Ltd.
“Client” is the person who arranges the accommodation – they could also be the guest.
“Guest” is any adult authorised by us to reside at the property – they could also be the client.
“Apartment or property” is an accommodation for residential purposes managed by Ark Serviced Accommodation Ltd.
“Booking” means an offer from you to us to hire one of our properties on the terms of this agreement following your provision of sufficient information to enable us to complete our telephone or Website provisional booking process.
“Furniture and appliances” means such furniture and appliances usually found within the property and any other items which we agree to provide;
“Inclusive Services” means housekeeping service once per week, linen and towel change once per week, use of electricity, gas, water, sewerage, council tax, TV licence.
The term “Serviced Apartment” or “Serviced Property” means the following: – A fully furnished and equipped apartment or property, accessed by door or corridors, stairwells and any common part of the building, inclusive of gas, electricity, water, drainage and sewerage, Council Tax, TV licence, a once per week cleaning and linen service.