Terms & Conditions

1. Interpretation

In these Terms and Conditions, the following definitions apply:

We / us / our

Sutherland Apartments Ltd.

The Booker / you / your / guest

The person making or responsible for a booking with Sutherland Apartments Ltd.

The Group / Group Booking

A booking involving two or more apartments or a booking involving a number of guests that we determine requires special booking conditions.

Property / Properties

The accommodation premises operated or managed by Sutherland Apartments Ltd.

Apartment

The specific serviced apartment allocated to you for the duration of your booking.

Booking

A reservation for accommodation made directly with us or through an authorised booking platform.

Booking Confirmation

The confirmation issued following a successful booking and payment.

Visitors

Persons visiting guests staying at the apartment who are not included as registered guests on the booking.

Offline Booking

A booking made by telephone, email or directly with Sutherland Apartments Ltd.

Online Booking

A booking made through our website or an authorised online booking platform.

2. Your Booking

A booking is confirmed when the required payment has been successfully received and a Booking Confirmation has been issued.

Once your booking has been confirmed, a contract exists between you and Sutherland Apartments Ltd subject to these Terms and Conditions and the specific booking conditions applicable to your reservation.

Restrictions may apply including, but not limited to, minimum number of nights and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse or cancel any booking at any time.

2.1 Identification and Guest Information

The minimum age for making a booking and staying at Sutherland Apartments is 21 years, unless expressly agreed otherwise by us in writing.

Before check-in, all guests may be required to provide valid government-issued photographic identification, such as a passport or driving licence.

We may also require the full names, contact details and ages of all guests staying at the apartment.

If the required identification or guest information is not provided when requested, we reserve the right to cancel the booking or refuse check-in.

You are responsible for ensuring that all information supplied at the time of booking is accurate.

Please check your Booking Confirmation carefully and notify us promptly if any information is incorrect.

2.2 Special Requests

Any special requests should be made in writing at the time of booking.

We will make reasonable efforts to accommodate special requests but cannot guarantee that any particular request will be available unless we have expressly confirmed it in writing.

• Standard check-in time is from 3:00pm.
• Standard check-out time is by 11:00am.

Early check-in and late check-out may be available for an additional charge, subject to availability, but cannot be guaranteed.

Guests who remain in an apartment after the agreed check-out time without prior approval may be liable for additional charges and any reasonable costs incurred as a result.

2.3 Group Bookings

Group bookings may be subject to additional or different payment, cancellation, security deposit and occupancy conditions.

We reserve the right to decline group bookings where we consider the proposed use of the accommodation unsuitable.

Stag and hen parties, parties, events and other potentially disruptive group bookings are not permitted unless expressly agreed by us in writing in advance.

2.4 Payment

Unless otherwise stated at the time of booking, payment in full is required at the time of booking.

If payment is not received when required, we reserve the right to cancel the booking.

Where a third-party booking platform is used, payment may be processed in accordance with that platform's payment terms.

Payments must be made in pounds sterling unless otherwise stated.

2.5 Security Deposit / Card Pre-authorisation

A £150 security deposit or credit card pre-authorisation is required for each booking.

The security deposit may be collected or pre-authorised against the payment credit card provided for the booking before or during check-in. The precise timing and method of the security deposit or pre-authorisation will be stated at the time of booking or in your Booking Confirmation.

Where a credit card pre-authorisation is used, the £150 amount may be temporarily reserved against your available card balance but will not normally be charged unless a deduction is required under these Terms and Conditions.

The security deposit or pre-authorisation is held as security against loss, damage, breakages, missing items, excessive cleaning, smoking or vaping, unauthorised guests, breaches of these Terms and Conditions, or other reasonable additional costs arising from the guest's stay.

The security deposit is not intended to be a penalty. Where a deduction is required, we will seek to limit the deduction to the reasonable cost of the loss, damage, cleaning, repair, replacement or other cost incurred.

Examples of matters that may result in a deduction include:

• Damage to the apartment, furniture, fixtures, fittings or contents;
• Missing or lost items belonging to the apartment;
• Excessive or specialist cleaning required following the stay;
• Smoking or vaping in the apartment or any prohibited area;
• Unauthorised parties or events;
• Unauthorised additional guests;
• Breach of the visitor policy;
• Lost keys, access cards or security devices;
• Costs reasonably incurred as a result of a guest's breach of these Terms and Conditions.

Following departure, the apartment will be inspected where reasonably practicable.

Subject to any deductions properly due, the £150 security deposit will be released or returned following the stay. Where a card pre-authorisation has been used, the release of the pre-authorisation is subject to the processing times of the relevant bank or card provider.

Where a deduction is made, we will provide reasonable details of the reason for the deduction and, where appropriate and reasonably available, supporting evidence.

If the reasonable cost of damage, loss or other charges exceeds the £150 security deposit, the guest remains responsible for the reasonable additional amount.

3. Pricing

All prices are subject to change until a booking has been confirmed.

Once a booking has been confirmed, the price stated in the Booking Confirmation will apply unless you subsequently amend the booking or a change is required by law, including a change in applicable taxes.

Any additional charges applicable to your booking will be communicated at the time of booking or before the relevant charge is incurred where reasonably possible.

4. Changes, Extensions and Cancellations

Requests to amend, extend or cancel a booking must be made in writing.

The cancellation policy applicable to your booking will be stated at the time of booking and/or in your Booking Confirmation.

Where you cancel outside the applicable cancellation period, any refund or cancellation charge will be determined in accordance with the cancellation terms applicable to your booking.

We reserve the right to charge reasonable cancellation fees where permitted by law and in accordance with the cancellation policy accepted at the time of booking.

If you reduce the length of your stay, reduce the number of apartments booked or leave before the scheduled departure date, this may be treated as a cancellation and the applicable cancellation terms may apply.

Failure to arrive for your booking without prior notice will be treated as a cancellation and any applicable cancellation charges will apply.

Transaction or payment processing fees may be non-refundable where permitted by law.

If you wish to extend your stay, please contact us as early as possible. Extensions are subject to availability and may be charged at a different rate.

We reserve the right to take payment for an agreed extension using the payment method used for the original booking, where authorised, or to require payment before the extension begins.

5. Changes by Us

We will make reasonable efforts to provide the accommodation booked.

Occasionally, circumstances may arise which mean that we need to change or cancel a booking. Where reasonably possible, we will notify you by telephone or email.

Where we need to make a significant change, we will, where reasonably possible, offer suitable alternative accommodation of a similar standard.

If the alternative accommodation is offered at a lower price, we will refund the difference.

If the alternative accommodation is more expensive, we will discuss the options with you before any additional amount is charged.

Where we are unable to provide suitable alternative accommodation and the circumstances are within our responsibility, you may be entitled to cancel and receive an appropriate refund.

We will not be responsible for changes or cancellations caused by events beyond our reasonable control.

Events beyond our reasonable control may include, but are not limited to:

• Fire, flood or other serious property damage;
• Extreme weather;
• Epidemics or pandemics;
• Acts of terrorism;
• Civil unrest or other serious disturbances;
• Government restrictions or actions;
• Utility failures;
• Major building or repair works;
• Strikes or industrial disputes;
• Failure of essential services;
• Any other circumstances which could not reasonably have been anticipated or prevented.

6. Insurance and Personal Belongings

Guests are responsible for their own personal belongings during their stay.

To the extent permitted by law, Sutherland Apartments Ltd is not responsible for loss, theft or damage to guests' personal belongings unless caused by our negligence or other circumstances for which we are legally responsible.

Guests are advised to arrange appropriate travel and personal belongings insurance.

7. Website and Accommodation Information

We take reasonable care to ensure that information published on our website and in our advertising is accurate at the time of publication.

However, photographs and descriptions are intended as a general representation of the accommodation.

Actual apartment layouts, furniture, fixtures, fittings, décor, views and facilities may vary between apartments.

We reserve the right to update website content, photographs, descriptions and information from time to time.

Where our website contains links to third-party websites, we are not responsible for the content, availability, privacy policies or security of those websites.

8. Liability

Nothing in these Terms and Conditions excludes or limits any liability which cannot legally be excluded or limited.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

We will be responsible for losses and damage caused by our failure to provide the accommodation or services with reasonable care and skill, subject to applicable law.

To the fullest extent permitted by law, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity or other losses that are not reasonably foreseeable.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be excluded or limited.

Where you make a booking on behalf of a business or organisation, that business or organisation will be responsible for losses or costs arising from its breach of these Terms and Conditions, subject to applicable law.

9. Your Accommodation

The apartments are provided as temporary serviced accommodation.

They are not intended to create a tenancy or permanent residential arrangement unless expressly agreed in a separate written agreement.

Guests must vacate the apartment by 11:00am on the agreed departure date.

If you remain in the apartment after the agreed departure time without prior written agreement, we reserve the right to charge for additional accommodation and any reasonable costs resulting from the unauthorised extension.

Only registered guests may stay overnight in the apartment.

The maximum occupancy of each apartment must not be exceeded.

If the maximum permitted occupancy is exceeded, we reserve the right to require additional guests to leave and/or charge for additional accommodation where appropriate.

We cannot guarantee a particular apartment number unless that specific apartment has been expressly confirmed in writing.

10. Facilities and Services

Cleaning

Cleaning arrangements will be communicated at the time of booking.

For longer stays, routine housekeeping may be provided at intervals stated in your Booking Confirmation.

Additional cleaning may be requested, subject to availability and additional charges.

Maintenance and Access

We may need reasonable access to the apartment to carry out maintenance, inspections or essential repairs.

Where reasonably possible, we will provide advance notice.

In an emergency or where immediate access is reasonably required to protect people or property, we may enter the apartment without prior notice.

Internet Access

Where internet access is provided, it is provided subject to availability.

We cannot guarantee uninterrupted or fault-free internet access.

Guests must not use the internet connection for illegal, fraudulent or abusive purposes.

Guests must not interfere with, move or disconnect equipment used to provide internet or other services.

We reserve the right to restrict or suspend internet access where reasonably necessary because of misuse or security concerns.

Access and Security

Guests may be provided with keys, access cards, codes or other means of entering the building and apartment.

Guests are responsible for keeping access information secure and must not provide access codes, keys or access devices to unauthorised persons.

Lost keys, access cards or security devices may result in an additional charge.

Interruption to Services

We will make reasonable efforts to maintain the services provided at the property.

However, services including electricity, water, heating, broadband, telecommunications or other utilities may occasionally be interrupted due to circumstances outside our reasonable control.

Where we become aware of an interruption, we will make reasonable efforts to restore the service within a reasonable period.

11. Guest Responsibilities

Guests must comply with these Terms and Conditions and any reasonable property rules provided before or during their stay.

We reserve the right to terminate a stay and require a guest to leave where there is a serious or repeated breach of these Terms and Conditions, subject to applicable law.

Smoking and Vaping

Smoking and vaping are strictly prohibited inside the apartments and throughout any areas of the building where smoking is prohibited.

If smoking or vaping takes place inside an apartment or in a prohibited area, a £250 plus VAT charge will apply.

This charge is intended to contribute towards the reasonable costs associated with additional cleaning, deodorising, inspection and/or loss of use resulting from smoking or vaping.

The £250 plus VAT smoking charge may be deducted from the £150 security deposit or card pre-authorisation where applicable.

Where the reasonable costs arising from smoking or vaping exceed the amount of the security deposit and/or the £250 plus VAT charge, we reserve the right to recover the additional reasonable costs incurred, subject to applicable law.

The smoking charge and any additional costs will not be applied in a manner that results in an unfair or disproportionate charge.

Pets

Pets are not permitted unless we have expressly agreed otherwise in writing.

Noise and Nuisance

Guests must behave responsibly and respectfully towards neighbours, other guests, staff and the property.

Noise must be kept to a reasonable level at all times and, in particular, between 10:00pm and 7:00am.

Guests must not engage in threatening, abusive, violent or intimidating behaviour.

The apartment must not be used for any unlawful, immoral or commercial purpose without our prior written consent.

Parties and Events

The apartments operate a strict no-party and no-event policy unless expressly agreed in writing in advance.

Unauthorised parties or events may result in the immediate termination of the booking, subject to applicable law, and may result in additional reasonable charges.

Age Restrictions

The minimum age for making a booking and staying at Sutherland Apartments is 21 years, unless expressly agreed otherwise in writing.

We reserve the right to request proof of age and identification.

Visitors

Visitors may only be permitted with prior approval from Sutherland Apartments Ltd.

Visitors must comply with all property rules and must not stay overnight unless expressly authorised.

Visitors are not permitted to access the apartment after 11:00pm unless we have provided prior written approval.

The person who made the booking remains responsible for the conduct of their visitors.

Damage and Breakages

Guests must take reasonable care of the apartment and its furniture, fixtures, fittings and contents.

Any existing damage should be reported to us as soon as reasonably possible after arrival.

Guests must notify us promptly of any accidental damage, breakage, loss or maintenance issue occurring during their stay.

Guests may be responsible for the reasonable cost of repairing or replacing items damaged or lost as a result of their actions or the actions of members of their party or visitors.

Where appropriate, we may use photographs, inspection records, invoices or other reasonable evidence to establish the cost of damage or loss.

Any reasonable costs arising from damage or loss may be deducted from the £150 security deposit or card pre-authorisation.

Where the reasonable cost exceeds £150, the guest remains responsible for the additional reasonable cost.

Cleanliness

Guests must leave the apartment in a reasonable condition at the end of their stay.

Reasonable additional charges may apply where excessive cleaning, specialist cleaning, removal of waste or treatment is required because of the guest's use of the apartment.

Lost Property

Guests should remove all personal belongings before departure.

If we find an item after departure, we will make reasonable efforts to contact the guest where we have sufficient information to do so.

Any reasonable postage, delivery, handling or administration costs associated with returning an item will be payable by the guest.

We cannot guarantee the recovery or return of every lost item.

Luggage and Storage

Luggage storage is not provided unless expressly agreed.

Guests must not leave luggage or personal belongings in communal areas, corridors, entrances, fire exits or other areas where they may create a safety hazard.

12. Additional Charges

Additional charges may apply where reasonably incurred as a result of a guest's actions, omissions or breach of these Terms and Conditions.

These may include:

• Damage, breakages or loss of property;
• Replacement of missing items;
• Excessive or specialist cleaning;
• Removal of unauthorised waste;
• Smoking or vaping in prohibited areas;
• Lost keys, access cards or security devices;
• Unauthorised additional guests;
• Unauthorised parties or events;
• Costs arising from a serious breach of the property's rules;
• Additional accommodation required because of unauthorised occupancy;
• Other reasonable costs directly resulting from a breach of these Terms and Conditions.

Where an additional charge is made, we will provide reasonable details of the charge and, where appropriate, supporting evidence.

The £150 security deposit or card pre-authorisation may be used towards any applicable additional charges.

Where the amount properly due exceeds £150, the guest remains responsible for the reasonable balance.

Additional charges will be limited to reasonable costs actually incurred or reasonably required to remedy the relevant loss or breach, subject to applicable law.

Where a specific charge is stated at the time of booking, that charge will apply where the relevant circumstances occur, provided it is lawful and proportionate.

13. Health and Safety

Guests should familiarise themselves with the apartment and building, including emergency exits, fire safety information and other relevant safety procedures on arrival.

Guests must not interfere with fire alarms, smoke detectors, emergency equipment, security systems or other safety equipment.

Any deliberate or negligent interference with safety equipment may result in additional charges and/or termination of the booking, subject to applicable law.

14. Quality and Feedback

We aim to provide clean, safe and comfortable accommodation.

We welcome feedback from guests and use reasonable feedback to improve our accommodation and services.

15. Complaints

If you experience a problem during your stay, please notify us as soon as reasonably possible.

We will make reasonable efforts to investigate and resolve genuine issues during your stay.

Guests should give us a reasonable opportunity to resolve any problem before departure wherever possible.

Complaints should be submitted in writing to:

bookings@sutherlandapartments.com

16. Privacy

We collect and process personal information in accordance with applicable data protection legislation and our Privacy Policy.

Personal information may be used to process bookings, provide accommodation, communicate with guests, meet legal and security requirements and administer payments.

Where permitted by law, we may contact you about our services and offers. You may opt out of marketing communications at any time.

Telephone calls may be recorded or monitored where appropriate for security, training, quality assurance and service improvement purposes.

17. General

We reserve the right to update these Terms and Conditions from time to time.

The Terms and Conditions applicable to your booking will be those in force and communicated to you at the time your booking is made, unless a change is required by law or otherwise agreed with you.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

A failure by us to enforce any provision of these Terms and Conditions immediately does not constitute a waiver of our right to enforce that provision later.

Where a guest seriously breaches these Terms and Conditions, we reserve the right to terminate the booking and require the guest to vacate the accommodation, subject to applicable law.

18. Online Booking

When you make an online booking, you will be provided with a summary of your reservation, including the accommodation booked, dates, price, payment terms, the £150 security deposit/pre-authorisation requirement, applicable cancellation conditions and other relevant booking conditions.

By completing the booking, you acknowledge and agree that a £150 security deposit or card pre-authorisation is required in accordance with these Terms and Conditions.

Following completion of the booking, you will receive a Booking Confirmation.

You should check your Booking Confirmation carefully and contact us promptly if you believe any information is incorrect.

19. Payment

Payment terms applicable to your booking will be clearly displayed at the time of booking and/or included in your Booking Confirmation.

Unless otherwise agreed, payment must be made in pounds sterling.

Where a booking is displayed in another currency by a third-party booking platform, currency conversion may be determined by that platform or payment provider.

We are not responsible for changes in exchange rates between the date of booking and the date of cancellation or payment.

If payment is not received when due, we reserve the right to suspend or cancel the booking in accordance with the applicable booking terms.

20. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with a booking shall be governed by the laws of England and Wales, subject to any mandatory consumer rights that apply.

Where you are a consumer, you will have the benefit of any mandatory rights and protections provided by the law applicable to you.

Nothing in these Terms and Conditions is intended to exclude or restrict any statutory rights you may have.