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Our booking terms and conditions

Luxury Apartments (LA) Terms & Conditions

These terms apply to all bookings made with Luxury Apartments (LA), the trade name of Cheltenham Property Management Ltd. Company No. 06712286, registered at 7 Court Mews, London Road, Charlton Kings, GL52 6HS. By making a booking, you accept these terms on behalf of all party members.

1. Booking & Payment

  • Booking Confirmation: A booking is confirmed when LA has accepted it via email, phone, or online.
  • Payment: Full payment is required for stays under 30 nights. For stays over 30 nights, payment is taken in 30-day intervals. Corporate bookings may have different payment terms.
  • Payment Methods: Visa, MasterCard, Amex, Maestro, or Bank Transfer (NET of bank fees).
  • Errors in Confirmation: Check the details of your booking and invoice immediately. LA is not liable for inaccuracies not reported within 48 hours.
  • Overdue Payments: If payment is overdue, LA reserves the right to charge interest at 8% APR above the Bank of England base rate and an admin fee of £100.
  • Late Payment Penalty: For overdue amounts, interest will accrue daily.

2. Rates

  • Rates are subject to change. Once confirmed, rates will not change unless you amend your booking.

3. Security Deposit

  • A refundable deposit of £250 (or £500 for pets, Gold Cup bookings, or select properties) is required. LA reserves the right to deduct charges for damages, extra cleaning, or missing items. The deposit will be refunded after inspection within 7 days of departure.

4. Additional Charges

  • Extra Costs: Includes calls, TV services, housekeeping, cleaning (if extra cleaning is needed or smoking occurs), lost keys, or damages.
  • Lost Keys: £100 charge plus any costs to cut new keys or change locks if required.
  • Housekeeping: Weekly housekeeping is provided for stays of 7+ nights. Extra cleaning can be booked with 24 hours’ notice. A charge applies if the property is left excessively dirty.
  • Late Call-Outs: A £50 charge applies for non-emergency call-outs between 9:00 pm and 6:00 am.
  • Departure Cleans: LA expects properties to be left reasonably on departure. If additional cleaning is required (at LA’s discretion), the cost will be charged as an additional fee. LA expects guests to leave the property free from large rubbish, empty boxes, etc. Trips to the Recycling Centre due to large volumes of waste will incur a minimum charge of £50. If smoking has occurred in, a minimum £100 charge (in addition to general cleaning fees) will apply for specialist cleaning and any lost business due to smoke damage.
  • Damages: Damages to the property or its contents caused by the guest must be paid in full.
  • Keys: Extra keys are available on request. Failure to return keys will incur a charge of up to £100. If a guest locks themselves out between 10:00 pm and 08:00 am (UK Time), a £50 call-out fee applies, in addition to the charge for lost keys.
  • Other Missing Items: Any missing items provided by LA will be charged according to current market value.

5. Arrivals & Departures

  • Check-in: 3:00 pm to 6:00 pm. Late check-ins are subject to availability and a £50 fee.
  • Self Check-in: If the property is equipped with a keybox or keypad, guests may check in after 6:00 pm. Please enquire with Luxury Apartments in advance if you need to arrive after 6:00 pm, and we can confirm which properties allow self check-in with arrival anytime after 3:00 pm.
  • Check-out: By 10:00 am.
  • Early Check-in/Late Check-out: Subject to availability and a possible fee, which will be communicated if applicable.

6. Changes & Cancellations

  • Cancellation Policy:
    • Stays under 30 nights: 20% of the total is non-refundable.
    • Stays over 30 nights: 20% of the first month is non-refundable.
  • Cancellation Notice:
    • 1–29 nights: At least 7 days before arrival. Less than 7 days incurs a charge for 7 nights.
    • 30+ nights: At least 30 days before arrival. Less than 30 days incurs a charge for 30 nights.
    • Cheltenham Gold Cup Bookings: 30-day notice required. Cancellations within 30 days incur a 20% non-refundable charge, and less than 30 days incurs a 100% charge.
    • Non-arrivals: Treated as cancellations with a 100% charge.
    • Travel Insurance: Highly recommended.

7. Extensions

  • Written notice required for extensions, subject to availability and possible rate change. No admin fee for extensions.

8. Accommodation & Occupancy

  • Maximum Occupancy: Subject to property-specific limits. Extra beds may incur additional charges.

9. Tenancy & Eviction

  • Stays with LA are not governed by tenancy laws. Occupancy is based on a short-term rental agreement. LA reserves the right to evict any guest or party who fails to pay, breaches the terms of this agreement, or engages in disruptive behavior. In such cases, LA has the right to remove guests from the property immediately without refund.

10. Liability

  • LA is not liable for interruptions in services (e.g., electricity, water) or issues caused by external circumstances like repair works or noise. LA is not liable for death, injury, or damage caused by negligence or fraud.

11. Restrictions

  • No Party Policy: Strictly no parties, including birthday, stag, or hen parties. Violating this policy will result in immediate eviction without refund.
  • Noise: Noise must be kept to a minimum between 11:00 pm and 7:00 am (UK Time).
  • Pets: LA operates a strict pet policy for all properties. Some of our properties are pet-friendly, and well-behaved pets are allowed in these properties with prior approval. Please inquire before booking to ensure the property you choose is suitable for pets.
  • Service Animals: Service animals are allowed in all properties. However, we request that guests with service animals select one of our pet-friendly properties to ensure comfort for all guests. As some guests may have allergies to pets, we aim to keep some properties pet-free unless the animal is hypoallergenic. In properties managed by third parties, such as buildings with specific rules, we may need to provide proof that the animal is a service animal. We encourage guests with service animals to notify us in advance. Documentation may be requested to verify that the animal is a trained service animal.
  • Non-Smoking Policy: LA operates a strict non-smoking policy for all properties, as required by law. Guests found to have smoked in a property will be asked to leave and forfeit any refund of the rent paid. If smoking is discovered during the end-of-stay cleaning, LA will charge additional fees as outlined in the Payment of Additional Charges section.
  • Security & Safety: LA maintains a strict security policy to ensure the health and safety of all guests and staff. Non-residents are not allowed access to properties after 11:00 pm (UK Time). We enforce a strict NO PARTY POLICY, including birthday, stag, and hen parties. Any guest who does not comply with this policy may be asked to leave immediately, and LA reserves the right to cancel their booking without a refund.

12. Privacy Please see our Privacy Policy at the following link: Privacy Policy, for details on how we collect and process your data in accordance with the General Data Protection Regulation (GDPR).

This Privacy Policy sets out how we, Cheltenham Property Management Limited, collect and process your data through your use of this website, https://www.luxury-serviced-apartments.co.uk (our website), or where we otherwise obtain or collect your personal information. This Privacy Policy is effective from 25/05/2018.

13. Governing Law

  • These terms are governed by English law, and any disputes will be settled in English courts.

14. Electrical, Gas & Compliance

  • All properties have an Electrical Installation Condition Report (EICR) to ensure compliance with UK safety regulations. However, LA does not conduct PAT (Portable Appliance Testing) for serviced apartments, as this is not required for short-term lets. All properties have passed landlord gas and safety checks; a copy is available in our office, and guests can request a copy.

15. Fire Safety & Evacuation Procedures

  • Fire Safety Information: All properties are equipped with fire safety measures in compliance with UK fire regulations. Upon arrival, guests will be provided with fire safety instructions, including evacuation routes, meeting points, and fire exits.
  • Fire Safety Equipment: Each property is equipped with working smoke detectors, fire extinguishers, and other fire safety equipment. Guests are responsible for ensuring that fire exits and fire safety equipment remain unobstructed during their stay. In the event of a fire, guests must immediately follow the evacuation procedures as provided in the fire safety instructions.

16. Parking & Transportation

  • Parking: If parking is included, this will be stated on the individual apartment page. If the property is pet-friendly, it will also be noted on the individual apartment page. Please note, each property has unique amenities, and these details are provided for each listing.
  • Transportation: LA does not offer transportation. However, buses, taxis, and trains are available in Cheltenham.

17. Subletting & Assignment

  • Guests are not permitted to sublet or transfer their booking to any third party without prior written consent from LA.

18. Force Majeure

  • LA will not be liable for failure to perform obligations due to events beyond our control, such as acts of God, natural disasters, pandemics, strikes, war, or government

restrictions.

19. Complaints Process

  • Complaint Handling: If you experience any issues or have complaints during your stay, please report them to Luxury Apartments (LA) as soon as possible. Complaints should be submitted in writing via email or the contact form on our website. We aim to acknowledge all complaints within 24 hours of receipt and will make reasonable efforts to resolve the issue promptly.
  • Refund/Compensation Process: If a complaint is upheld and LA fails to provide the services as described or expected, guests may be entitled to a partial refund or compensation. Refunds or compensation will be assessed on a case-by-case basis and will be subject to LA’s discretion. Any refund or compensation claims must be submitted in writing within 14 days of the end of your stay.

Insurance

  • Guest Insurance: While Luxury Apartments (LA) recommends that all guests secure travel insurance for their stay, we do not provide any form of guest insurance. We encourage guests to consider policies that cover accidental damage, travel disruption, and cancellation.
  • LA’s Liability Insurance: LA maintains comprehensive business liability insurance to cover accidental damage to the property or injury caused by the negligence of LA. However, guests are responsible for their actions, and LA is not liable for any personal injury, loss, or damage that occurs during their stay unless caused by LA’s negligence.

Access & Inspection Rights

  • Right to Enter: LA reserves the right to enter the property for maintenance, inspections, or emergency situations. We may provide notice where possible, except in emergencies.
  • Emergency Access: In the event of an emergency (e.g., water leak, fire hazard), LA has the right to enter the property without notice.

Last Updated: 25th January 2025

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