Last updated: 25 March 2026
Important booking information: By completing a booking with Ashbrook Serviced Apartments, you agree to these Terms and Conditions. Key points include check-in from 3:00pm, check-out by 10:00am, occupancy limits, guest conduct rules, cancellation terms, additional charges for damage or smoking, and our privacy terms regarding the processing of your booking data.
These Terms and Conditions apply to all bookings made with or through Ashbrook Serviced Apartments, whether made via our website, by email, by telephone, through a third party, through a preferred supplier, or by any other means.
References in these Terms to “Ashbrook Serviced Apartments”, “we”, “us” or “our” mean Ashbrook 2009 LLP trading as Ashbrook Serviced Apartments, registered in England and Wales with company number OC347766, registered office at Ashbrook House, Westbrook Street, Blewbury, OX11 9QA.
References to “you” and “your” mean the person making the booking and, where applicable, any guest, occupant, company or other person on whose behalf the booking is made.
By making a booking with us, or by using our website, you agree to be bound by these Terms and Conditions. If you are booking on behalf of other guests, a group or a company, you confirm that you have authority to accept these Terms on their behalf and that you will ensure all guests comply with them.
1.Scope of these Terms
1.1 These Terms apply to bookings for accommodation operated directly by Ashbrook Serviced Apartments and bookings for accommodation operated by a third-party provider or preferred supplier and arranged by us.
1.2 Where the accommodation is operated by a third-party provider, additional or different terms may apply. In those cases, you may enter into a direct contract with that provider, and their terms will also apply to your booking. We will make this clear during the booking process where relevant.
1.3 If any part of these Terms is found to be invalid or unenforceable, the remainder will continue in full force and effect.
2.Booking and formation of contract
2.1 A booking request made by you is an offer to purchase accommodation subject to these Terms.
2.2 A binding contract comes into existence only when we have confirmed availability, received any information reasonably required from you, received payment, valid card details, or agreed credit terms, as applicable, and issued a booking confirmation.
2.3 For website bookings, a contract is formed once payment or authorised payment details have been successfully received and a booking confirmation has been issued.
2.4 For telephone bookings, a contract is formed once we have received the required booking and payment details, agreed any credit terms if applicable, and issued a booking confirmation.
2.5 For bookings by email or any other written method, a contract is formed once we have received your written authority to place the booking, received payment or agreed credit terms, and issued a booking confirmation.
2.6 You are responsible for checking your booking confirmation carefully and notifying us promptly of any error or omission.
2.7 We may refuse any booking request at our discretion acting reasonably, including where payment is incomplete, required information is missing, the proposed use of the accommodation appears unsuitable, or we believe the booking may breach these Terms.
3.Information you must provide
3.1 You must provide accurate, complete and up-to-date information when booking, including where requested: full names of guests, number of occupants, expected arrival and departure details, vehicle details and registration numbers, billing details, contact details, and any other information reasonably required for the booking.
3.2 You must ensure that the number of guests does not exceed the maximum occupancy for the accommodation booked.
3.3 If you or any guest has accessibility requirements or requires any reasonable adjustment, please tell us as early as possible before arrival so that we can consider your requirements and help identify suitable accommodation where possible.
3.4 We are not responsible for any issue, delay, refusal of entry, or unsuitable accommodation arising from inaccurate, incomplete or misleading information provided by you.
4.Accessibility and equality
4.1 We are committed to treating guests fairly and in accordance with the Equality Act 2010.
4.2 If you or any guest has accessibility needs, mobility issues or other specific requirements, please notify us before booking or as soon as possible so that we can consider reasonable adjustments and advise whether the accommodation is suitable.
4.3 While we will use reasonable efforts to assist, not all properties are suitable for all needs, and not all adjustments will be possible depending on the property, building layout, landlord restrictions or health and safety requirements.
4.4 We will not unlawfully discriminate against any person on the basis of a protected characteristic.
5.Bookings placed on hold
5.1 Unless otherwise agreed in writing, we do not hold accommodation without payment or without agreed booking terms.
5.2 If we agree to place accommodation on hold, the period of the hold and any conditions will be confirmed to you. If the agreed conditions are not met within that time, the accommodation may be released for sale without further notice.
6.Prices and rates
6.1 All rates quoted are subject to availability and may change before a booking is confirmed.
6.2 Once your booking is confirmed, the rate will not be changed by us except where you request a change to the booking, where taxes or statutory charges change, where the booking is with a third-party provider and their rates change before confirmation, or where an obvious pricing error has occurred.
6.3 Where a pricing error is identified before or after confirmation, we reserve the right to cancel the booking and refund any sums paid if the error is genuine and obvious and we notify you as soon as reasonably possible.
6.4 Any compulsory charges applicable to your booking will be identified during the booking process or in your booking confirmation.
6.5 Rates may differ across sales channels, dates, property types, promotional periods and length of stay.
7.Payments
7.1 Payments must be made in Pounds Sterling unless we agree otherwise.
7.2 We may accept payment by bank transfer, debit card, credit card, or any other method we specifically confirm to you.
7.3 Cheques will only be accepted if agreed by us in advance and sufficient time is allowed for clearance.
7.4 If payment is taken in another currency, exchange rate fluctuations and bank charges may apply. We are not responsible for such fluctuations or charges.
7.5 Where credit terms are agreed for a corporate client or account customer, payment must be made in accordance with the agreed invoice terms.
7.6 We may require full payment before arrival, part payment, or staged payments depending on the booking type, length of stay, property, and booking lead time.
8.VAT and taxes
8.1 VAT will be charged where applicable at the rate in force at the tax point required by law.
8.2 Unless otherwise stated, quoted rates may be stated either inclusive or exclusive of VAT. The booking confirmation or invoice will confirm the position.
8.3 For accommodation outside the United Kingdom, local taxes, tourism levies or similar charges may apply.
9.Deposits and card security
9.1 We may require a security deposit, pre-authorisation, or valid payment card details as security against damage, breakages, missing items, unpaid charges, breaches of these Terms, additional cleaning, smoking, unauthorised pets, lockouts, lost keys or devices, or any other reasonable costs arising from your stay.
9.2 If a security deposit is required, the amount and timing for payment will be notified to you before arrival.
9.3 Typical deposit amounts may vary depending on the property, dates, duration of stay, group size, presence of pets, or the nature of the booking.
9.4 We may also require card details to be held securely in place of, or in addition to, a deposit.
9.5 Any deduction we make will be limited to sums reasonably incurred by us or payable under these Terms.
9.6 Where we make a deduction or charge, we will provide a written explanation within a reasonable time and, where reasonably available, supporting evidence such as photographs, invoices, contractor charges or other records.
9.7 Any balance of a cash deposit held by us will be returned after check-out once the accommodation has been inspected and any outstanding charges assessed.
9.8 If the cost of loss or damage exceeds the deposit amount, you remain liable for the difference.
9.9 Where accommodation is operated by a third-party provider, that provider may hold your deposit or payment card details under their own terms. In those cases, their deposit rules may apply in addition to or instead of ours.
10.Additional charges
10.1 You are responsible for paying any additional charges properly incurred during or as a result of your stay.
10.2 Additional charges may include, where applicable, extra cleaning, specialist cleaning for smoking or pets, disposal of rubbish or personal items, damage beyond fair wear and tear, repair or replacement of missing or damaged items, replacement of keys or equipment, lockout call-outs, emergency contractor attendance caused by guest misuse, unauthorised late check-out, unauthorised early check-in, parking-related charges, charges caused by unauthorised guests or events, loss of revenue where the accommodation cannot be re-let due to damage, additional laundry, additional linen, cots, high chairs, extra beds, luggage storage, and any other reasonable cost arising from a breach of these Terms.
10.3 Where we list a standard charge, that charge is intended to reflect the typical cost of the issue. Where the actual cost is higher or lower, we reserve the right to charge the reasonable actual cost incurred.
10.4 Indicative charges include replacement key or incomplete key set from £80 plus VAT, lockout call-out from £100 plus VAT, out-of-hours emergency call-out from £200 plus VAT, replacement of remote controls, fobs, internet equipment or similar devices from £100 plus VAT, smoking-related deep clean from £100 plus VAT, late check-out without approval at £25 per hour or part hour, and security attendance in response to an unauthorised gathering or serious misconduct from £500 plus VAT.
10.5 These figures are indicative only and may vary depending on the property, supplier, timing, actual loss and remedial work required.
10.6 We will not impose charges that are punitive. Charges will reflect reasonable administration, replacement, repair, call-out, cleaning or loss-of-use costs actually or reasonably incurred.
11.Inventories and condition reports
11.1 We may carry out pre-arrival and post-departure inspections of accommodation.
11.2 Where a formal inventory or condition report is requested specifically by you, this may be available at additional cost.
11.3 You should inspect the accommodation promptly on arrival and report any issue, damage, missing item or cleanliness concern as soon as possible, ideally with photographs.
12.Damage, breakages and reporting issues
12.1 You must take reasonable care of the accommodation and its contents during your stay.
12.2 You must notify us as soon as possible of any damage, breakage, defect, maintenance issue, accident or incident in the accommodation.
12.3 Prompt reporting may reduce the cost of remedying a problem and may help avoid further charges.
12.4 Failure to report damage or maintenance issues may result in higher charges where the issue worsens or further loss results.
13.Our right to refuse or cancel a booking
13.1 We may refuse, suspend or cancel a booking, or refuse entry to accommodation, acting reasonably, where payment has not been made when due, required identification or guest information has not been provided, the booking appears fraudulent, the number of guests exceeds the permitted occupancy, an unauthorised pet is brought to the accommodation, we reasonably believe the accommodation will be used for a party or illegal activity, there is abusive or threatening behaviour towards our staff or others, the booking otherwise breaches these Terms, or circumstances outside our control make the booking impossible or unsafe.
13.2 Where we cancel a booking because of your breach, we may retain or recover charges in accordance with these Terms and any actual losses incurred.
13.3 Where we cancel for reasons not caused by your breach, clause 17 will apply.
14.Third-party provider bookings
14.1 Some accommodation advertised by us or arranged by us is owned or operated by third parties.
14.2 For such bookings, unless we expressly say otherwise, we act as agent or intermediary only.
14.3 In those cases the accommodation contract may be between you and the third-party provider, the third-party provider’s terms may apply, the provider may set their own cancellation, deposit, conduct, check-in and check-out terms, and their rules may prevail where they differ from ours.
14.4 We will use reasonable efforts to pass on relevant booking details and provider terms to you, but it is your responsibility to read them carefully.
15.Parking
15.1 Parking is only included where expressly stated in your booking confirmation.
15.2 A specific space or bay may be allocated depending on the property and vehicle size.
15.3 You must park only in the allocated or authorised area, display any required permit, comply with signage and site rules, avoid blocking entrances, exits, garages or other spaces, and return all permits, fobs or parking devices at check-out.
15.4 Some locations do not permit vans, commercial vehicles or oversized vehicles. You must tell us in advance if you plan to bring such a vehicle.
15.5 We are not liable for clamping, towing, tickets, damage, theft or loss affecting any vehicle unless caused by our negligence.
16.Changes requested by you
16.1 If you ask to change a booking after confirmation, we will try to assist but cannot guarantee that changes will be possible.
16.2 All requested changes must be made in writing.
16.3 Changes may result in a revised rate, an administration charge, changed cancellation terms, or refusal if the requested change is not available.
16.4 Where we cannot accommodate your requested change, the original booking will remain in place unless cancelled in accordance with the cancellation terms.
17.Alternative accommodation and changes by us
17.1 In exceptional circumstances, we may need to change the accommodation booked, including where there is maintenance, damage, an emergency, overbooking, utility failure, building issues, health and safety concerns or circumstances beyond our control.
17.2 Where this happens, we will use reasonable efforts to offer alternative accommodation of a similar type, standard, area and price.
17.3 If the alternative accommodation is of a lower price, we will refund the difference paid to us.
17.4 If the alternative accommodation is of a higher price and you choose to accept it, we will tell you whether any additional payment is required.
17.5 If we cannot provide suitable alternative accommodation, or you reasonably reject the proposed alternative, we will refund the affected part of the booking paid to us.
17.6 Except where required by law, we are not liable for indirect or consequential losses arising from such changes.
18.Age restrictions
18.1 Unless otherwise agreed, we do not accept bookings from persons under the age of 21.
18.2 We may request proof of age and identity before or on arrival.
18.3 Children must be supervised at all times and must not be left unattended in the accommodation.
18.4 Third-party provider properties may have different age restrictions.
19.Insurance
19.1 We strongly recommend that all guests have appropriate travel and personal insurance covering cancellation, medical emergencies, personal belongings, travel disruption, accidental damage and other risks relevant to the stay.
19.2 We are not responsible for loss, theft or damage to personal belongings unless caused by our negligence.
20.Extensions of stay
20.1 Any request to extend a stay is subject to availability and agreement by us.
20.2 Extension requests must be made in writing.
20.3 Rates for extended periods may differ from the original booking rate.
20.4 We may require payment for an extension before the extension period begins.
20.5 If payment for an agreed extension is not received when due, we may cancel the extension.
21.Cancellations by you
21.1 Any request to cancel a booking must be made in writing by email.
21.2 Cancellation takes effect when received by us during office hours or, if received outside office hours, on the next working day.
21.3 Unless a different cancellation policy is expressly confirmed in writing for your booking, the following applies to Ashbrook Serviced Apartments managed properties:
- Bookings under 28 nights: no cancellation charge if cancelled before 10:00am, 7 days before arrival. If cancelled after that time, up to 7 nights’ accommodation charges may be payable on a pro-rata basis.
- Bookings of 28 nights or more: no cancellation charge if cancelled before 10:00am, 14 days before arrival. If cancelled after that time, up to 14 nights’ accommodation charges may be payable on a pro-rata basis.
21.4 Group bookings of 5 properties or more at the same location or for similar dates may be subject to special cancellation terms. Unless otherwise agreed in writing, a minimum of 14 days’ notice applies and the minimum cancellation charge will be 14 nights or 50% of the booking value, whichever is greater.
21.5 If you shorten your stay, reduce the number of nights, reduce the number of properties booked, or depart early, we may treat that as a cancellation of the affected part of the booking.
21.6 Any non-refundable transaction fees, card processing charges or third-party fees already incurred may be retained where lawful and where made clear at the time of booking.
21.7 For third-party provider properties, the provider’s cancellation terms may apply instead of or in addition to ours.
22.No-shows
22.1 If you do not arrive on the check-in date and do not contact us, we may treat the booking as a no-show.
22.2 A no-show may be charged up to the full applicable cancellation period.
22.3 Unless otherwise stated, we may keep the accommodation available until 10:00am on the day after the scheduled arrival date. If we have not heard from you by then, we may cancel the booking.
23.Cancellation by us
23.1 We may cancel a booking where you breach these Terms, payment is not received when due, we reasonably suspect fraud or unlawful activity, the property becomes unavailable for reasons outside our reasonable control, or an obvious pricing or booking error has occurred.
23.2 Where we cancel because of your breach, we may retain sums due under these Terms.
23.3 Where we cancel for reasons not caused by your breach and no suitable alternative is accepted, we will refund the relevant sums paid to us for the affected period.
24.Check-in
24.1 Standard check-in time is 3:00pm unless otherwise notified.
24.2 Check-in instructions, key collection details, entry codes or meeting arrangements will be provided before arrival where applicable.
24.3 We may need to delay check-in in exceptional cases such as maintenance, emergency cleaning or late departure by a previous guest. We will notify you as soon as reasonably possible if this happens.
24.4 Early check-in may be available by prior agreement and may be chargeable.
25.Check-out
25.1 Standard check-out time is 10:00am unless otherwise notified.
25.2 You must leave the accommodation in a reasonably tidy condition, remove your belongings, return keys and access devices, and vacate by the required time.
25.3 Unauthorised late check-out may result in additional charges, including where this delays cleaning, maintenance or an incoming guest.
25.4 If you require a later departure, please ask in advance. We will try to assist but cannot guarantee it.
26.Chargeable optional services
26.1 Optional services may be available at selected properties, subject to availability and confirmation.
26.2 These may include airport transfers, additional cleaning, fresh linen and towel changes, welcome packs, cots, extra beds, parking, authorised early check-in, authorised late check-out, and other guest services.
26.3 Prices for optional services will be confirmed at the time of booking or when requested.
27.Internet and communications
27.1 Where internet or broadband is available, we will use reasonable efforts to ensure it is available, but we do not guarantee uninterrupted, secure or fault-free service.
27.2 Internet may be affected by provider outages, maintenance, building infrastructure, weather, guest equipment, signal limitations or other factors outside our control.
27.3 Internet access is provided for lawful, reasonable and ordinary use only.
27.4 You must not use the internet connection for any unlawful act, fraud, offensive material, copyright infringement, spamming, hacking, introducing malware, or any activity likely to damage the connection, network or property.
27.5 We may suspend or restrict internet access where we reasonably suspect misuse.
27.6 We are not liable for loss, corruption or compromise of data, software or devices unless caused by our negligence.
28.Nature of occupation
28.1 All accommodation booked through us is provided as short-term serviced accommodation only.
28.2 It is not intended to create a tenancy, lease, licence with security of tenure, or any right to remain beyond the agreed booking period.
28.3 You must not use the accommodation as your principal or permanent residence unless expressly agreed in writing, sub-let the accommodation, part with possession, allow occupation by persons not included in the booking, or use the accommodation for business trading from the property unless expressly agreed.
28.4 If you fail to vacate at the end of the booking period, you will be liable for continued occupation charges and any resulting losses or costs.
28.5 The legal status of occupation will always depend on the actual facts and use of the accommodation, notwithstanding the wording of these Terms.
29.Occupancy limits
29.1 The maximum number of occupants is limited to the number stated for the property.
29.2 Only the named guests may stay overnight unless we agree otherwise in writing.
29.3 Visitors are permitted only on a reasonable basis and must not cause nuisance or overcrowding.
29.4 Visitors or non-residents must not stay overnight without prior written approval.
30.Website use and content
30.1 We take reasonable care to ensure that information on our website and other marketing materials is accurate at the time of publication.
30.2 However, accommodation may vary in layout, décor, size and furnishings, photographs may be representative only, floorplans may be indicative only, facilities may change from time to time, and third-party property information is supplied in good faith but may depend on information given by the provider.
30.3 We do not guarantee that the website will always be available, uninterrupted, secure or error-free.
30.4 By using our website, you agree not to interfere with its operation, attempt unauthorised access, upload malicious code, use it fraudulently or unlawfully, or misuse any content, data or system.
30.5 Links to third-party websites are provided for convenience only. We are not responsible for their content, security or privacy practices.
31.Guest conduct and house rules
31.1 You and all members of your party must behave in a respectful and lawful manner at all times.
31.2 You must not cause nuisance, alarm, distress or offence to neighbours, residents, staff or contractors; play loud music or create unreasonable noise; hold a party, event or gathering without our express written consent; use the accommodation for any illegal, immoral or anti-social purpose; smoke except where expressly permitted under clause 33; tamper with safety systems, alarms, utilities, heating, plumbing, internet equipment or appliances; obstruct fire exits or safety routes; or do anything likely to endanger the accommodation or any person.
31.3 Quiet hours apply between 10:00pm and 7:00am unless the property rules state otherwise.
31.4 We may require guests to leave immediately where there is serious misconduct, illegal activity, a prohibited party, violence, threats, dangerous behaviour or serious breach of these Terms.
31.5 In such cases, no refund need be given for unused nights where that is reasonable in the circumstances and permitted by law, and you may remain liable for resulting charges and losses.
32.Access during your stay
32.1 We and our authorised contractors may require access to the accommodation during your stay for emergency works, urgent maintenance, safety checks, legally required inspections, housekeeping or weekly servicing where included, or repairs requested by you.
32.2 Except in emergencies, we will try to give reasonable notice.
32.3 You must not unreasonably refuse access where required for the safety, maintenance or proper operation of the accommodation.
33.Smoking policy
33.1 Unless expressly stated otherwise in writing, all Ashbrook Serviced Apartments accommodation is strictly non-smoking.
33.2 This includes internal areas and, where stated by the property rules, balconies, terraces, patios and communal areas.
33.3 Where smoking is permitted in an outdoor area, cigarette ends must be disposed of safely and responsibly and smoke must not drift into the property or shared areas.
33.4 If we discover evidence of smoking inside the accommodation or in a prohibited area, we may charge the reasonable cost of deep cleaning, deodorising, laundering, redecoration, loss of revenue and any other remedial work required.
34.Pets
34.1 Pets are permitted only where expressly agreed in advance.
34.2 Pet-friendly properties may be subject to an extra charge, a pet deposit, limits on size, breed or number of pets, and specific pet rules.
34.3 You remain fully responsible for any damage, odour, fouling, disturbance or additional cleaning caused by a pet.
34.4 Failure to declare a pet before arrival may result in cancellation of the booking, refusal of entry, or additional cleaning and administrative charges.
35.Safety and use of appliances
35.1 You must use the accommodation, appliances, heating and fixtures in a safe and proper manner.
35.2 You must not interfere with electrical, plumbing, gas, heating or internet systems except by normal use.
35.3 You should familiarise yourself with fire exits, alarm arrangements and emergency procedures on arrival.
35.4 Any fire alarm activation, low battery warning, suspected gas leak, safety issue or emergency must be reported immediately.
35.5 In an emergency, you should contact the emergency services first where appropriate and then notify us as soon as possible.
36.External areas, gardens and balconies
36.1 Where the accommodation includes a garden, patio, terrace, balcony or other outside area, you must use it responsibly and safely.
36.2 Outside areas must not be used for parties or gatherings unless expressly permitted in writing.
36.3 Barbecues, fire pits or outdoor heaters must not be used on balconies or in any area where this would be unsafe or prohibited.
36.4 You must leave any outside area in a reasonably tidy condition and properly dispose of rubbish.
37.Housekeeping and cleanliness
37.1 You must keep the accommodation in a reasonably clean and tidy condition during your stay.
37.2 Where housekeeping or weekly cleaning is included, you must allow reasonable access for this service.
37.3 If the property is left in an excessively dirty, unsafe or unhygienic state, we may charge additional cleaning costs.
37.4 You must store food properly and not create conditions likely to attract pests or vermin.
38.Lost property and post
38.1 Any personal items left behind may be stored for up to 30 days where reasonably practicable.
38.2 We may charge reasonable postage, packing, courier and handling fees if you ask us to return items.
38.3 Unclaimed items may be disposed of after 30 days.
38.4 You must not arrange for post or parcels to be delivered to the accommodation after departure. Any such items may be refused, returned, destroyed or dealt with at our discretion.
39.Complaints
39.1 If you are dissatisfied with any part of your booking or accommodation, you should notify us as soon as possible so we have an opportunity to investigate and, where appropriate, put matters right during your stay.
39.2 Complaints relating to the accommodation should first be raised with our Guest Services team.
39.3 Formal complaints should be sent by email to [email protected] or by telephone to 01865 589 039.
39.4 We will aim to acknowledge complaints within 5 working days.
39.5 If your booking is with a third-party provider, you may also need to raise the complaint directly with that provider under their complaints procedure.
39.6 If we are unable to resolve a complaint with a consumer, we will provide details of an appropriate alternative dispute resolution body where required by law and will state whether we are willing to use that body.
40.Liability
40.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of any rights that cannot lawfully be excluded, or any other liability that cannot be excluded or limited under applicable law.
40.2 Subject to clause 40.1, we are responsible only for losses which are a reasonably foreseeable result of our breach of contract or negligence.
40.3 We are not liable for losses not caused by our breach, business losses suffered by a consumer, indirect or consequential loss, or matters arising from events outside our reasonable control.
40.4 Where you book as a business or on behalf of a business, and except as stated in clause 40.1, our total liability in respect of that booking shall not exceed the total sums paid to us for that booking.
40.5 Where you book as a consumer, and except as stated in clause 40.1, our total liability in respect of that booking shall not exceed the higher of £1,000 or the total amount paid to us for the booking, unless a higher amount is required by law in the circumstances.
40.6 We are not liable for loss, theft or damage to vehicles parked at or near the accommodation unless caused by our negligence.
40.7 We are not liable for acts or omissions of third-party providers, landlords, building managers, utility companies, internet providers or other third parties outside our control, although we will use reasonable efforts to assist where appropriate.
41.Circumstances outside our control
41.1 We are not liable for failure or delay in performing our obligations where this is caused by events outside our reasonable control.
41.2 Such events may include utility failure, telecommunications failure, internet outage, flood, fire, storm, severe weather, epidemic or pandemic, government action, civil disturbance, terrorism, war, industrial dispute, supply chain disruption, contractor failure, building works, structural defects, or similar unforeseen events.
41.3 Where possible, we will use reasonable efforts to minimise disruption and assist with rebooking or alternatives.
42.Privacy and data protection
42.1 We process personal data in accordance with applicable UK data protection law.
42.2 We collect and use personal data for purposes including administering booking enquiries and reservations, communicating with you about your booking, verifying identity where reasonably required, processing payments and deposits, arranging access, housekeeping, maintenance and guest services, complying with legal and regulatory obligations, preventing fraud and misuse, handling complaints and disputes, and where permitted by law, sending marketing communications about our services.
42.3 The personal data we may process includes name, postal address, email address, telephone number, guest details, booking history, payment details, vehicle details, identification information where required, correspondence records, and any information relevant to the stay.
42.4 Our lawful bases for processing may include performance of a contract, taking steps before entering into a contract, compliance with legal obligations, legitimate interests in operating and protecting our business, and consent where required by law.
42.5 We may share relevant personal data with payment processors, channel managers, property owners or third-party accommodation providers, contractors and service providers assisting with your booking or stay, accountants, legal advisers or insurers, IT and software providers, fraud prevention agencies, and regulators, law enforcement or public authorities where required.
42.6 We do not sell your personal data.
42.7 We will retain personal data only for as long as reasonably necessary for the purposes for which it was collected, including to meet legal, tax, accounting, insurance and dispute-resolution requirements.
42.8 Booking, payment and transaction records may need to be retained for longer than 90 days where required for tax, accounting, legal claims, fraud prevention, chargeback defence or regulatory compliance.
42.9 Where you have made an enquiry but not booked, we may retain your details for a reasonable period to deal with follow-up queries, administration and business records.
42.10 Where we send marketing communications by email or text, we will do so only where permitted by law, and you may unsubscribe at any time.
42.11 You have rights in relation to your personal data, which may include the right to request access, rectification, erasure, restriction, objection and data portability, subject to legal limitations.
42.12 You also have the right to complain to the Information Commissioner’s Office if you believe your data has been handled unlawfully.
42.13 For privacy-related queries or to exercise your rights, please contact us at [email protected].
43.Interest on overdue sums
43.1 Where payment is not made by the due date, we may charge interest on overdue sums.
43.2 For business bookings, interest may be charged at 5% above the Bank of England base rate, unless a different contractual rate applies.
43.3 For consumer bookings, any interest or late payment charge will only be applied where lawful, proportionate and clearly notified.
44.No hidden fees
44.1 We do not knowingly add hidden mandatory extras to the rates displayed.
44.2 Optional extras, incidentals, deposits, and charges for breach, loss, damage or additional services may still apply where relevant and will be set out in these Terms, the booking flow or your booking confirmation.
45.Modern slavery
45.1 We are committed to acting ethically and with integrity in our business dealings and relationships.
45.2 We do not knowingly use forced labour, bonded labour, involuntary prison labour or child labour and we seek to work with suppliers who uphold similar standards.
46.General legal provisions
46.1 These Terms are governed by the law of England and Wales.
46.2 The courts of England and Wales shall have jurisdiction over any dispute or claim arising out of or in connection with these Terms, save that consumers may also have rights to bring proceedings in other parts of the United Kingdom where required by law.
46.3 We may update these Terms from time to time. Any updated version will apply to new bookings made after publication. The version in force at the time of booking will generally apply to that booking unless a change is required by law or is necessary for safety, security or operational reasons.
46.4 No failure or delay by us in exercising any right under these Terms shall amount to a waiver of that right.
46.5 A person who is not a party to the booking contract has no right to enforce these Terms except where expressly stated.