City Serviced Living Terms & Conditions

The Agency Terms & Conditions below apply to all bookings.

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with City Serviced Living Ltd (we”, “us” or “ours”). The registered address of City Serviced Living Ltd is ELOC, Suite 13, 80-86 St Mary Road, London, E17 9RE.

Please note: All prices on this website are subject to availability. The prices may change without prior notice unless requested payments are made on time & booking is fully confirmed. We will not be liable for any loss, damage, expense, costs, delays or other liabilities whatsoever.

Prices are inclusive of pre-payable taxes & charges but at selected hotels local taxes may be payable on check out and arrival/departure taxes may apply in some destinations.

Please read these conditions carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. Our booking conditions are designed to be understandable and easy to read, however if you have any further questions then please contact us and we will be happy to help you.

We act as an agent to help you to arrange individual holiday / business products from third party organisers.

Booking
By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy; you are over 18 years of age.

When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the confirmation receipt (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.

Deposit Payment
You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a low deposit/deposit you must pay the deposit/full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

If a balance extension is required and granted a standard £25 charge will be applied to your booking. If your departure date is within 14 days of your booking date and you pay via debit/credit card the card holder must be part of the travelling party. 

Errors and Omissions
We take reasonable steps to ensure that any information, photographs, or any other details about the accommodation featured on the website, described over the telephone or featured in any of our marketing publications is accurate. Whilst every effort is made to ensure the accuracy of all information and prices displayed on this site, regrettably errors do occasionally occur. In the event that an incorrect price has been entered in error, any booking made based on such incorrect price will not be valid. You will be advised of the mistake at the earliest opportunity and you will then have the option either to pay the correct price for the travel arrangements or to cancel and receive a full refund of any monies you may already have paid. We make no warranties or promises as to the availability or suitability of any accommodation advertised. We reserve the right to change or vary the price, accommodation, or any other arrangements featured on our website, discussed with you over the telephone or printed in any of our publications at any time without notice. You agree that it is your responsibility to ensure that all the details of your chosen accommodation are confirmed with us at the time of booking.

Payments
We accept all major credit and debit cards. Currently, there is no charge to use accepted  debit/credit cards or American Express cards for any booking online or over the telephone. However, this may change without prior notification. A charge of 2.75% may be levied for any bookings made using a credit card or American Express if there is any change in our card payment policy without any prior notification. 

City Taxes
Please note that city taxes are likely to be payable in most tourist cities. These are not included in our quoted prices. If you have booked online or have a question regarding city taxes please contact us on + 44(2) 208 004 0007.

Your Obligations
Please ensure that ALL documentation is thoroughly read and understood. It is your responsibility to inform us of any discrepancies. Please note some suppliers may charge for amendments and unfortunately in these circumstances, the client will be responsible for any additional charges.

Accommodation Ratings
Please be advised that all accommodation ratings are given by the respective supplier and may not be the official rating.

Travellers under 18
The person making the booking accepts responsibility for paying for all the people on the booking. They are also responsible for keeping everyone in the party informed of the booking details. You must be at least 18 years old to make a booking with us. The first named person travelling on the booking must be at least 18, if all people travelling in your party are under 18 you need to provide a letter of consent from your parent or guardian, please email this letter to 
teams@s-l.group

Call Recording
To ensure that we carry out your instructions accurately, to help improve our service and in the interest of security, we may monitor and/or record: your telephone calls and customer transactions and activities on our website. All recordings are and shall remain our sole property.

Special Requests
If you have any special requests (for example cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.

Insurance
You are strongly recommended to take out personal travel insurance for all members of your party. City Serviced Living can assist you in purchasing travel insurance which can be purchased directly with the insurer who are licensed and regulated by the Financial Services Commission. We do not advice and have no role in arranging the travel insurance. We only acts as an affiliate and can only lead you to the insurer’s website. In doing so, we get commission from the insurer. It is your responsibility to ensure that the insurance you purchase directly with the insurer provider or otherwise is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday. If you have any questions regarding your travel insurance quote, policy or anything else in relation to your travel policy, please contact the relevant insurer provider. You are subject to the insurer terms & conditions for your travel insurance. In the unlikely event that emergency assistance is required you will find the telephone number on the insurance document.

Building Work
From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel / apartment / home. Often we do receive advance notice of when it will begin, in which case you will be informed prior to making your booking or within a reasonable time of us being notified. If in any case you have not been informed, and we consider the work will have a significant effect on your stay, we will then review the option of partial or full refund.

Behaviour
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation  We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

Complaints
Where we are acting as agent, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them, but sent via our offices. We will then pass on your complaint and liaise with the relevant supplier on your behalf. We do so on a goodwill basis in our capacity as agent of the supplier. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish and to do this, please contact us.

If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

In all cases it is imperative that we receive full details of any claim from you within our cut-off date of 90 days of your return home, and you must follow up by telephone to ensure that we have received it if you do not receive any form of acknowledgement from us within that timeframe.

Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the relevant supplier’s control.

Law and Jurisdiction
These Agency Terms and Conditions are governed by English law and the courts of England have exclusive jurisdiction over any dispute or matter arising out of these Agency Terms and Conditions.

 Conditions of Suppliers
Many of the services which make up your trip are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

Data Protection and Privacy
We are a data controller in relation to your booking. In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs / requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information whilst in our control. We must pass the information on to the relevant suppliers of your travel arrangements such as apartments, hotels, transport companies etc in order to arrange your booking.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or religious requirements etc. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

Please note that where information is also held by a travel agent, this is subject to your agents own data protection policy. You are entitled to a copy of your information held by us. If you would like to see this, please contact us and we may make a small charge for providing this to you. We may also provide your details to selected third parties for similar purposes. If you do not wish to receive such approaches in the future, please write to us.

Cancellation and Amendment
Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the cancellation or amendment charge stated below. We also reserve the right to charge an amendment fee to cover the costs we incur in dealing with your request. Please note: You shall not be entitled to any refund including any deposit paid for any booking advertised as NON-REFUNDABLE.

Changes or Cancellations by the Supplier
We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

Our Service Charges
Included in the price you have been charged is our service charge. This is the cost of us providing a booking service for you and arranging the contract between you and your chosen suppliers.

Payment
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Credit/Debit card charges:
No debit or credit card surcharges/fees are charged to our clients for all bookings made after 18 July 2017. This is as per payment services directive 2 w/e/f 13th Jan'2018. Diner club cards & commercial cards are exempted.

 

Updated March 2021.