Terms & Conditions

These Conditions govern all bookings made (whether through website, email, telephone or other means) with Town or Country, whose office is:

SERVICED APARTMENTS SOUTHAMPTON LIMITED t/a TOWN OR COUNTRY 
60 OXFORD STREET
SOUTHAMPTON
HAMPSHIRE
SO14 3DL
Company No. 11323801
Place of registration: England
Contact telephone number: + 44 (0) 23 8088 1000
Contact email address: info@town-or-country.co.uk

You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.

BOOKING

Any booking made by you shall be deemed to be an offer by you to let the relevant property subject to these conditions.  A Contract between you and The Company will only come into existence:

  • if you are booking by telephone or
  • On a website or via email.

We reserve the right to refuse at our sole discretion any booking you have made with us and it is the responsibility of the booker to notify The Company at the time of booking of the names of the relevant guests and whether they are adults or minors.

At The Company operated properties non-corporate bookings will not be accepted from any paying guests under the age of eighteen.  Proof of identification and date of birth may be requested at check-in.  Should proof of identification and date of birth not be presented upon request then The Company reserve the right to cancel the booking forthwith.

Please note that should the balance due not be paid upon check-in then The Company reserve the right to suspend or cancel any bookings made and deposit paid may be forfeit. There is no transaction fee when booking with any payment card.  As soon as your confirmation is received, please check details carefully and if anything is not correct please tell The Company immediately.

CANCELLATION & AMENDMENT

If your booking is cancelled or shortered within seven days of the arrival date, a 100% charge of the total amount will be incurred.  Where the Term exceeds 60 days, a 28 day notice period is required to shorten or cancel the term.

Regardless of the Cancellation provisions referred to above, any cancellation or non-arrival caused wholly or in part by Flood, Fire, Earthquake, adverse Weather, Transport issues, Strikes, Terrorism, Diseases, Government actions, or War will be treated as a detriment to The Company and we reserve the right to charge for the booking in full and provide a nil refund as if the act of cancellation had not occurred.

RATES

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates periodically.  Please note rates can go up and down. Rates quoted are based on the rates prevailing at the time a booking is confirmed in Great British Pound rates.  Once a booking has been confirmed The Company will not change the rate quoted unless the booking is amended.  VAT is charged at the rate in force at the time of booking.

Non-refundable rates require full payment at time of booking to guarantee the discounted rate. Delays to payment for bookings with non-refundable rates will result in the prevailing standard rate being applied to the booking.

AVAILABILITY

If due to unforeseen circumstances, we cannot deliver your requested accommodation, we reserve the right to replace that accommodation with The Company view of a like for like or, an upgraded property. We will endeavour to give notice to guests as soon as possible.

In the case of a current guest needing to extend, we reserve the right to move you to alternative like for like property, in the view of The Company.

ADDITIONAL SECURITY

We reserve the right to charge a Security Deposit to cover additional charges including breakages, damages and additional cleaning incurred during your stay. Town or Country reserve the right to deduct from the Security Deposit without further notice for all amounts chargeable in respect of breakages, damages and all additional cleaning.

The Guest will be responsible for all breakages, damages or excessive cleaning charges above the normal level of cleaning due to the apartment being left in an unacceptable state. A detailed invoice will be supplied and full payment required within 48 hours of departure.

ARRIVALS AND DEPARTURES

Property is available for occupation from 3pm on the day of arrival to 11am on the day of departure.  Any additional hours of occupation after 11am will be charged as one extra day unless otherwise agreed.  Early check-in/late check-out cannot be guaranteed unless the request is made 24 hours prior to the arrival or departure time, and is subject to availability.  Key collection details will be provided to the guest prior to the check-in date.  Where properties are unmanned Access codes, Keys and other relevant details will be provided prior to arrival.

RESTRICTION

The Company operate a non-smoking policy throughout its properties and all exterior areas, and carries an instant £150.00 fine.

Generally, no domestic pets are allowed in any of the properties without prior consent from The Company. The number of properties which accept pets are limited and a discretionary Damage Deposit will be required at the time of booking. Assistance Dogs will be allowed in all properties assuming The Company has been made aware.

The Company or its agents reserve the right to enter the property at any reasonable time or for reasonable cause.  This includes the undertaking of unforeseen (internal and external) remedial repairs together with any annual external redecoration for which access to the inside of the property may be required.  External windows and doors may be opened during this process.

GUEST OBLIGATIONS

The guest undertakes to keep the property and all furniture, fixtures and effects in the same state, repair and condition as at the commencement of the booking period and to pay to The Company the value of any part of the property, furniture, fixtures, fittings and effects destroyed or damaged as being incapable of being restored to its previous condition.  Breakages and damages must be reported within 48 hours of discovery. The guest or any party member must not move or change the position of any furniture, fixtures or fittings without informing the Company in advance. Where these items are moved without consent, or are damaged due to being moved, the company reserves the right to charge the Guest a fee and/or recover the appropriate cost of damages.

The guest or any party member must not use the property or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any acts that may be a nuisance or annoyance to The Company or to any neighbours. The Company reserve the right to cancel any booking to be effective without refund if a guest’s behaviour is causing nuisance or disruption to fellow guests or uses threatening or abusive behaviour towards the staff or neighbours in any way or manner. Should guests breach the above, guests will be told to leave immediately.

The guest has an obligation to permit The Company’s agent or agents to access the premises for the purpose of weekly cleaning of the premises. A cleaning schedule will be presented to each guest upon arrival. Save for routine, The Company reserve the right to access the premises in the case of an emergency on reasonable notice and in the case of maintenance, upon giving the guest at least 24 hours notice. There will be a call out charge of £30 should you lock yourself out of the property between 8:00 and 18:00, and £75 after 18:00 and on weekends and Bank Holidays.

The guest must vacate by 11:00 on the day of departure. Notice of late departure is required up to 24 hours prior to check out and is chargeable at £10.00 per hour. When less than 24 hours notice is given, £20.00 per hour will be charged.

All keys must be returned to the office at 60 Oxford Street, Southampton, SO14 3DL. Failure to do so will result in a charge of up to £300. Parking Permits and Remote Entry units lost will be charged at £75.00 each.

All lost property is kept by The Company for three months. The items can be posted to you at a fee, collected in person, or disposed of at your request. Should a number of large items or extensive amount of belongings be left that require The Company to dispose of, a fee of £75.00 will be charged.

If at any time all or part of the rent is fourteen days in arrears (whether or not formally demanded) or if the Guest fails to comply with any of his obligations then and in such case the Company may re-enter upon the Premises or any part thereof in the name of the whole and thereupon the agreement shall absolutely determine but without prejudice to any claim by the Company against the Guest for any prior breach of the terms of this Agreement.

Children and minors under the age of 16 must be accompanied by an adult guest at all times when in a Company property.

If there is more than one Guest then the obligations which they undertake shall be enforceable against them all jointly or against each individually.

SERVICES

Although The Company make every effort to ensure that guests enjoy a peaceful stay The Company cannot guarantee or be held responsible for any failure or interruption to services to the properties or any building as a whole including electricity, air conditioning, water or any damage, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property or building.  However upon notification by guests/booker The Company will use its best endeavours to maintain or rectify (within a reasonable period of time) all services and issues (within reason) to The Company operated properties and will use reasonable endeavours to ensure any preferred supplier is made aware of and rectify such problems within a reasonable period.

During the term the Company shall be responsible for keeping the Premises reasonably clean and shall carry out any necessary repairs (but the guest shall be responsible for the cost thereof if repairs are needed as a result of damage caused or done by the Guest) and shall change the linen and towels (if provided) weekly.

PRIVACY

We may use your contact details to inform you of our products including special offers that we think may be of interest to you.  If you do not want us to use your contact information to send details of our products please let us know by email to info@town-or-country.co.uk.  All information collected or properly obtained during the booking process or otherwise will be processed in accordance with our privacy policy which is incorporated into these conditions.  From time to time we will randomly record telephone calls as a security measure and to monitor and improve customer services.

DATA PROTECTION POLICY AND PRIVACY NOTICE FOR GUESTS

 Data controller (‘the Company’) and Registration Number:

 Serviced Apartments Southampton Ltd – ZA353716

Data protection officer: General Manager

The Company collects and processes personal data relating to its Guests to manage the business relationship. The Company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

What information does the Company collect?

The Company collects and processes a range of information about you. This includes:

  • your name, address and contact details, including email address and telephone number;
  • the terms and conditions of your contract with the Company;
  • your bank account or card payment details

The Company may collect this information in a variety of ways. For example, from forms completed by you; from correspondence with you; or through meetings or other interactions.

The Company seeks information from third parties with your consent only.

Data will be stored in a range of different places, including in the Company’s management systems and in other IT systems (including the Company’s email system).

Why does the Company process personal data?

The Company needs to process data to enter into a contract with you and to meet its obligations under that contract.

In some cases, the Company needs to process data to ensure that it is complying with its legal obligations.

In other cases, the Company has a legitimate interest in processing personal data before, during and after the end of the business relationship.

Who has access to data?

Your information may be shared internally, with employees in the business if access to the data is necessary for performance of their roles.

The Company also shares your data with third parties that process data on its behalf, in connection with financial accounts and professional services.

The Company will not transfer your data to countries outside the European Economic Area.

How does the Company protect data?

The Company takes the security of your data seriously. The Company has internal policies and controls in place to try to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by its employees or contractors in the performance of their duties.

Where the Company engages third parties to process personal data on its behalf, they do so on the basis of written instructions, are under a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.

For how long does the Company keep data?

The Company will hold your personal data for the duration of your engagement. The periods for which your data is held after the end of your contract are:

  • Financial and any associated accounting/statutory records – 6 years

Your rights

As a data subject, you have a number of rights. You can:

  • access and obtain a copy of your data on request;
  • require the Company to change incorrect or incomplete data;
  • require the Company to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing; and
  • object to the processing of your data where the Company is relying on its legitimate interests as the legal ground for processing.

If you would like to exercise any of these rights, please contact the company data protection officer.

 If you believe that the Company has not complied with your data protection rights, you can complain to the Information Commissioner. Contact details can be found at https://ico.org.uk/concerns/

What if you do not provide personal data?

You have some obligations under your contract to provide the Company with data. Certain information, such as contact details and payment details, have to be provided to enable the Company to enter a contract with you. If you do not provide information, this will hinder the Company’s ability to administer the rights and obligations arising as a result of the contractual relationship efficiently.

Automated decision-making

Contract decisions are not based on automated decision-making.

FAILURE TO EXERCISE

The fact that The Company does not exercise any of its rights under this agreement in any particular instance or breech or default by the visitor shall not constitute a waiver by The Company of such right in that or any such instance.

NOTICES

Notices shall be sufficiently served if sent by prepaid first class recorded delivery letter or by email to info@townorcountry.co.uk.  Any notice to be served on the visitor under the agreement may be given during the period of stay by delivering through the letterbox or putting under the front door of the property and shall be deemed to have been received upon the expiration of 24 hours after service.

SEVERANCE

If any provision of this agreement is held by any competent authority to be invalid or unenforceable in whole or in part then the validity of the other provisions and the remainder of the provision in question shall not be affected.

 

NO TENANCY

The agreement is for the period of the stay and is not intended to create the relationship of Landlord and Tenant between the visitor and The Company.  The visitor shall not be entitled to a tenancy or to any assured short hold or assured tenancy or any statutory protection under the Housing Act 1988 or other statutory security of tenure now or upon termination of the agreement.

GOVERNING LAW

The construction liberty and performance of the agreement shall be governed by the Law of England and Wales and both parties submit to the exclusive jurisdiction of the Court of England and Wales irrespective of any claim, dispute or difference concerning these conditions and any matter arising from them.

FEEDBACK AND COMPLAINT POLICY

In the event that you are dissatisfied with the service please contact The Company as soon as possible in relation to any complaint.  If the problem cannot be resolved during your stay you should write to Town or Country 60 Oxford Street Southampton Hampshire SO14 3DL or call us on 023 80881000 or email info@town-or-country.co.uk, where it will then be responded to within 5 working days.  We will provide you with acknowledgement, this will normally involve passing your complaint to a manager who will review the complaint and speak to all departments deemed necessary. The manager will then contact you to discuss and hopefully resolve your complaint. If at this point you are satisfied with the proposed outcomes, we will send you a detailed reply to the complaint including the suggestions for resolving the matter. At this stage if you are not satisfied, please contact us again and we will arrange for a Director to review the decision. A Director will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still not satisfied you can then contact the Property Redress Scheme at www.theprs.co.uk.

GENERAL

The Company reserve the right to change these conditions from time to time.  Should guests be in breach of any of these conditions The Company reserves the right to request that guests vacate their apartment and remove their property within 24 hours.