Terms and Conditions

Last updated 6th September 2022

Thank you for booking an Infinity Property Partnerships serviced apartment.

All bookings are subject to our terms & conditions as outlined below, therefore please ensure that all parties involved (e.g., bookers, agents & all guests staying) have read and understood the terms.

Should you have any queries or would like clarification, then please do not hesitate to contact us prior to your arrival – we are here to help!

Terms of Business/Use of Infinity Property Partnerships Ltd, company number 14335899, having their Registered Office at 155-157 High Street, Aldershot, Hampshire, GU11 1TT (Hereinafter known as “IPP” or “The Company”) and you the person making the booking and all adult members of your party who will be staying in any of our properties (“you”, “your”, “client”, “guest”). By making a booking or staying in one of our properties you agree to abide by these terms and conditions. Defined terms used in this contract are:

Interpretation

In this Agreement the following words and phrases shall have the following meanings unless the context otherwise requires:

“Additional Charge” means a charge or fee that is additional to the rental and includes those specified as an ‘additional charge’ in these terms and conditions or in the Booking, and any other reasonable charge or fee incurred by you under these terms and conditions.

“Managing agent” “us” “IPP” or “we” refers to Infinity Property Partnerships Ltd.

“Client” is the person who arranges the accommodation – they could also be the guest.

“Guest” is any adult authorised by us to reside at the property – they could also be the client.

“Apartment or property” is an accommodation managed by Infinity Property Partnerships Ltd on behalf of the owner(s) of it.

“Booking” means an offer from you to us to hire one of our properties on the terms of this agreement following your provision of sufficient information to enable us to complete our telephone or Website provisional booking process.

“Furniture and appliances” means such furniture and appliances usually found within the property and any other items which we agree to provide;

“Inclusive Services” means housekeeping service, per stay or once per week for longer stays, linen and towel change per stay or once per week for longer stays, use of electricity, gas, water, sewerage, council tax, TV licence.

The term “Serviced Apartment/Room” or “Serviced Property” means the following: – A fully furnished and equipped apartment or property, accessed by door or corridors, stairwells, and any common part of the building, inclusive of gas, electricity, water, drainage and sewerage, Council Tax, TV licence, a minimum of once per week cleaning and linen service.

TERMS OF BOOKING

All prices quoted are in GBP and are for a specific an indicative rack rate, excluding VAT. All rates quoted are fully inclusive of utilities including council tax and TV license fee, 24 hour on-site parking (where available), satellite channels, Wi-Fi access, linen, towels and weekly housekeeping service (stays of 1 week or more). Utilities such as gas and electricity are covered by IPP, however this is subject to our fair usage policy. IPP reserves the right to pass the cost of excessive electricity usage onto the guest and or booker. IPP cannot be held responsible for any theft and/or damage of your personal belongings during your stay, nor can we be held responsible for any injury whilst in our properties. Please download our Booking Terms & Conditions here and take the time to read them fully before booking one of our apartments, as payment indicates acceptance of these Terms and Conditions.

Any booking, however made, will only be confirmed, and agreed as valid, when payment has been made and your confirmation of this has been sent to you by us.

Restrictions may apply in certain locations including, but not limited to, minimum night stay and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.

All guest names and contact telephone numbers are required at the time of booking including whether they are adults or minors. All guests or bookers need to complete a booking form and supply valid credit card details at the time of booking to cover any additional charges incurred/or pay rental (all subject to agreement with Infinity Property Partnerships). IPP reserve the right to deduct from the credit card details provided, all amounts chargeable under these conditions, including, but not limited to, further accommodation charges.

As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell us immediately. However, we regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation. If there is an error in the confirmation or invoice, we reserve the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date.

YOUR APARTMENT

All apartments/rooms are occupied as serviced apartments/rooms and are only to be used as temporary or holiday accommodation for you, or your organisation/employees. They are not for use as the principal, additional home, or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship of landlord and tenant is created, and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period, you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment.

These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended). We cannot guarantee an exact apartment/room number prior to arrival.

The maximum number of guests in an apartment is determined by the number of beds in the apartment/room. If the maximum number is exceeded then we, or the preferred supplier, may refuse access to the accommodation and/or reserve the right to charge for additional apartments.

APARTMENT PROVISION

Infinity Property Partnerships will provide a fully furnished apartment/room as specified, or of a similar standard and location for the dates as booked, for the rates as quoted. All apartments will be maintained and serviced by us including the cleaning and linen change. All utilities* will be paid for by us. For stays of a week or more housekeeping will clean on a weekly basis including refreshment of linen, towels, light dusting/hoovering, so please consider the housekeeping team. Infinity Property Partnerships operates a policy of continuous improvement and reserves the right to change/move furniture in all apartments/rooms. As such, whilst we make every effort to ensure accuracy and currency of all photographs, changes to furnishings may not be reflected in photographs displayed on this website.

NO items are to be moved/removed from any property or dismantled in any way – including furniture. No furniture should be moved in the apartment either, if furniture is moved and is broken in anyway (when cleaners move the furniture to the original space) you will be liable for full charges, and these will be invoiced at the end of your stay.

*Utilities such as gas and electricity are covered by Infinity Property Partnerships, however this is subject to our fair usage policy. Infinity Property Partnerships reserves the right to pass the cost of excessive electricity usage onto the guest and or booker.

PRICING

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 from time to time. All prices are quoted in UK pounds sterling.

Prior to the booking being confirmed, rates quoted are based on the rates prevailing at the time but are subject to change. Any discounts and special offers are only applicable at the time of booking and cannot be applied once the booking has been confirmed.

Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes because of tax changes or currency fluctuations beyond our control. VAT is charged at the rate in force at the time of booking.

Breakfast = £3 per per person per day.

Driveway parking = £5 per night.

Washing Machine = £2.50 per load.

Early Check in = £5

Late check out = £5

Booking & Payment Procedure

Full payment is due in advance of your arrival. Credit card details will be stored on your file and used only in the event of damages or items missing from the checkout inventory. Once IPP receive your full payment, written confirmation will be emailed to you along with details of the property location/directions and confirm your accommodation dates; accordingly, this should be deemed as your receipt/confirmation of booking.

Non-Refundable Rate– Payment will be taken at the time of booking. Any bookings made on the Non-Refundable rate will not be amendable or refundable from the time booking. Any cancellations will incur 100% cancellation fee.

Standard Rate– Payment for Standard bookings, will be taken at the time of booking. Cancellations and amendments can be made up to 3 days before arrival, any cancellations past this date will result in 100% cancellation fee.

All prices quoted are in £GBP and are correct at the time of publication. Payment must be made in £GBP. It is assumed that bookings using a credit/debit card have been made by, or with the consent of the cardholder.

If you intend to pay by bank transfer; this can be arranged with your Online Travel Agent (OTA). Please ask your bank to show your name and booking reference on the transfer. A copy of the transfer should also be emailed to us at bookings@infinitypropertypartnerships.co.uk

Stays of 28 days or less

If staying for 4 weeks or less, payment will be made following the terms of the different rates above.

Stays of more than 28 days

If staying for 4 weeks or more; bookings are invoiced in 4-week blocks (28 nights). The first 4 weeks will be taken at the time of booking; the next invoice (for the following 4 weeks/remainder of term if less) is due for payment no later than 28 days after check-in. Subsequent payments must be made every 28 days.

SPECIAL REQUIREMENTS

We will endeavour to do everything we can to help guests with special requirements. Please ensure we are made aware in writing, of any special requirements at time of booking so we can help you select the most suitable apartment for your needs and provide you with enough information to enable you to make an informed decision. Although we will do our upmost to meet any reasonable requests, no guarantees can be given that any request will be met, partly or entirely. Conditional bookings cannot be accepted i.e., any booking which is specified to be conditional on the fulfilment of a particular request.

AMENDMENTS TO BOOKING

We pride ourselves on our flexibility and are happy to make amendments to your booking (e.g., change of dates, length of stay) wherever possible, providing the notice periods above (* see Cancellations) have been adhered to.

Extensions may be possible dependent on availability. Should the same apartment not be available we shall advise you of any alternative options we do have.

All requests for changes, extensions and cancellations must be made in writing directly to us. (Accordingly, if your booking is not changed, extended, or cancelled through us you will be liable to pay us the full amount of the booking.)

CHANGES TO BOOKING

On occasion, it may be necessary to re-allocate your apartment. In most cases this will be an identical apartment in either the same or similar location, however this may not always be possible. We shall endeavour to inform you of any changes prior to arrival and as close to your booking date as possible.

Should none of these options be acceptable you may cancel the booking with no notice terms and receive a full refund, which will be deemed as full and final settlement.

In the very unlikely event that we will need to cancel your booking, we shall attempt to find a suitable alternative for you for the same price. Should this not be acceptable to you, or possible for us to find a suitable alternative, a full refund will be given deemed as full and final settlement.

We regret that we cannot accept liability for any loss, damage, or additional expense where a booking needs to be altered or cancelled, or we are unable to perform our obligations due to events that could not have been reasonably foreseen or avoided, such as war, terrorist activity, natural/man-made disaster, adverse weather conditions etc.

Should you decide to change the number of guests, dates, room nights or room type, the prices may be subject to change.

If a guest would like to change the bed configuration within the apartment, e.g. 2 single beds to one double bed or vice versa, you must advise the office by sending an email to bookings@infinitypropertypartnerships.co.uk at least 48 hours prior to arrival. Depending on availability, any change requests made after this time may be declined or subject to an additional fee*

*Please note some changes may be subject to a fee of £30 plus VAT per booking which will be payable to us once any change has been made together with any other resulting costs which may result in an increase or decrease in rate depending on the date and length of stay. Changes to the arrival date to later than the original date confirmed will be treated as a cancellation. All changes of date are subject to availability.

Name changes or child age changes will not incur any charges or administration fee.

EXTENSIONS

If you wish to extend a stay, please give us as much notice as possible to facilitate your request. All extensions are subject to availability and rate change. Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.

SECURITY AND DAMAGE DEPOSIT

We reserve the right to take a holding deposit of £100.00 on the day of arrival. The holding deposit is required in case of any damages to the apartments or furnishings. This payment will be pre-approved but will not be taken unless, when the property is inspected after departure, there are any damages, or you have been found to be in breach of any of our terms & conditions. If this should be the case, the amount deducted will be the repair cost, replacement cost, any relevant fee for the breach as stated in our terms and conditions and an admin fee of £15 per hour/ part hour where it has taken more than an hour for our admin team to resolve the issues.

Deposits are authorised by way of a credit/debit card and pre-approval is cancelled once keys are returned and the apartment is checked over for damages and is left in the same condition in which you found it, in some cases this may not be until 48 working hours, after your departure.

When Payment is being made by Bank Transfer, a security deposit of up to £100 will be required to cover any damages or trace of smoking. This deposit will be refunded by bank transfer to a specified bank account following departure.

I.D, Proof of Address, Card used on Booking

To ensure prevention of fraud, the card used to make the booking along with photo ID and proof of address for the cardholder must be provided on check-in. We reserve the right to refuse admittance or terminate the stay in the apartment to the hirer and their party if they are in breach of this condition. If you are a company making a booking for an employee, please contact us to discuss.

Please ensure that you inspect the property on check-in. Unless we receive notification otherwise within two hours of check-in, we will be entitled to assume that you have fully accepted that the condition of the property is in good repair, condition and in a clean and tidy state and you will waive any right to claim otherwise.

The Guest is responsible for taking all reasonable care of the apartment, its fixtures and fittings and its contents. The Guest agrees to keep the accommodation in the same state of repair and conditions as at the commencement of the stay. We reserve the right to charge a security/damage deposit per room/apartment to cover against loss and/or damage to the apartment, its fixtures and fittings and contents, for example but not limited to damage caused by negligence or deliberate act of vandalism by the Guest or their party, additional cleaning costs due to the apartment being left in an unacceptable state, excessive electricity usage, and breaches to regulations such as smoking in the apartment or causing any disturbance to other residents. The apartments are forbidden to be used for parties or other non-residential activity without prior agreement.

Deposits may also be used by Infinity Property Partnerships Ltd in the event of unauthorized extra guests using the apartment and facilities, the loss of keys or parking permits or unauthorized removal of items from one apartment to another, for example but not limited to bedding, towels, linens, and kitchen equipment.

We recommend that all guests review equipment/condition at the time of check-in. We will accept notification of damage found as pre-existing within the initial 48-hour period following the Guest’s arrival. Should the damage come to light after the Guest’s departure, we reserve the right to charge the card details provided upon arrival. Where the Guest denies responsibility for the reported loss/damage, we will accept the word of our housekeeping staff as binding and the appropriate level of compensation will be deducted from the deposit. Guests should note that where appropriate, charges for damage will include a charge for the apartment being out of service while any remedial work takes place.

CHECK IN/OUT

Check-in is from 5pm and check-out is by 10am on the day of departure.

Early Check-In / Late Check-out
If you would like an early check in or a late check out; this may be arranged depending on availability. Please note that there will be a charge of £5 for either request.

Unauthorised late check-out
We offer a later checkout of 10am as a matter of course. Therefore, guests must check-out by 10am unless we have agreed in writing a later check-out time. If you have not checked-out by the time the housekeepers arrive, you will be charged £20 for every 15 minutes they wait up to the cost of an additional night’s stay.

IPP reserves the right to remove all persons and property from the apartment if you refuse to vacate the apartment by the booked check-out time. Any items left in an apartment past the agreed departure time are left at the owner’s risk – we accept no responsibility for these items and reserve the right to remove them.

INCLUDED AS STANDARD

IPP often provides a welcome pack on arrival, these are complimentary and provided at the discretion of IPP. These will not be replenished throughout the stay; it is not the responsibility of IPP to provide such items.

As standard, IPP will often (but is not obliged to) provide the following on arrival; tea bags, coffee, milk stocks, a sample of washing up liquid, one toilet roll, one jay cloth, one bin bag.

ACCESS TO YOUR PROPERTY

Key collection details will be provided to you prior to arrival. In the event a meet and greet service isn’t arranged, you will be given a code to enter the building and details of key collection. This information may only be sent to the booker 24 hours prior to arrival & only if booking is confirmed. It is essential that you/the guest has this information with them on arrival and, where notified, contact us in advance to confirm the arrival procedure. Please note, it is the bookers responsibility to ensure the guests have all the relevant codes and information provided to them by IPP, to allow guests to access the apartments/rooms.

If check in is a meet and greet (this will be stated on your booking confirmation) it is essential that the guest makes a call to the IPP guest services team at least 1 hour prior to check in to confirm their arrival time, regardless of whether an arrival time may have been specified or confirmed in advance. If the pre-arrival call is not made, a member of the IPP team may not be available to greet the guest, and this could result in a long wait.

Upon check-in, the guests will be required to complete an arrival form which provides IPP with all relevant contact details as well as confirmation by the guest that they agree to be bound by IPP’s terms, conditions and policies which are specific to how we would expect them to treat the apartment, this will be emailed to the guest on the morning of check in.

DEPARTURE

The procedure for departure will be confirmed on arrival, and again in your arrival documents. Unless otherwise agreed, check out is required by 10am.

A full inventory of each apartment is carried out following departure and IPP reserves the right to deduct from that card, or invoice a company account, all amounts chargeable for any damage, breakages, excessive cleaning requirements or missing items. Please note an admin fee of £25 will be added to any additional charges per type of issue. You will be notified of any additional charges before they are applied.

We expect the apartments/rooms to be left in a reasonable state of cleanliness and order on departure. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs.

Keys will need to be returned on your agreed departure date no later than 10am (unless a later check-out has been agreed). On departing the property, please lock the door and post keys as instructed.

If you lose your keys during your stay or lock yourself out of your apartment and will require re-entry, then a call out fee of £80+VAT + the cost of any replacement locks or keys. This will be payable within 48 hours.

FACILITIES AND SERVICES

CLEANING

We endeavour to have each apartment cleaned and ready for new guests by the check in time, however on rare occasions and in the event of staff shortage there may be a delay in cleaning. In the event of this, guests will be given access to the apartment from the check-in time and the apartment will be cleaned as soon as possible. No compensation will be given for this.

For longer staying guests, your apartment is cleaned weekly. The day your cleaning is scheduled will be advised on arrival. Weekly housekeeping includes linen/towel change and general cleaning. This service will provide you with clean towels, freshly made bed and a general light tidy up just to keep your apartment in good order.

In the event your day of cleaning is to be changed you will be notified by a member of IPP reservations team. Guests must ensure that the floors and surfaces are kept clear to enable our housekeeping team to clean thoroughly.

Our housekeeping team will empty the waste bins on the service day. For health and safety reasons, guests are required to remove personal and food waste from the property on a regular basis. Waste must not be stored anywhere in the apartments other than in the bins provided.

Infinity Property Partnerships expect the apartments/rooms to be left in a reasonable state of cleanliness throughout the stay and upon departure.

PLEASE NOTE our house keeping team are not responsible for your personal mess, personal belongings, or the washing of crockery/cutlery, though our housekeepers may wash a few items at their discretion on the service day.

In the event of your apartment requires additional cleaning time due to the condition you/the guest leave the apartment in, you will incur a charge for the cost of extra hours spent by housekeeping.

RIGHTS OF ACCESS

Representatives and sub-contractors of Infinity Property Partnerships have the right to access the property at any time for the purpose of carrying out essential maintenance/repair work or to carry out an inspection or viewing.

We will however, endeavour to contact you prior to entry and with the minimum of inconvenience to our guests, however we do reserve the right to access the apartment at any time without prior notice, if it is deemed necessary (e.g. to investigate the report of a leak to another apartment).

SECURITY

Guests will be provided with one sets of keys/fobs/access card to access the property and the apartment. Additional sets can be provided on request. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys. **Charges due to loss of keys noted below.

It is the responsibility of the guest, to keep the keys secure and ensure the property is kept locked when unattended. If at the end of their stay the guest does not return all the keys that have been allocated, we will organize for the locks at the property to be changed. If the property is not kept secure the guest will be held responsible for any loss or damage to the property or Infinity Property Partnerships owned possessions. Guest’s belongings are not covered by Infinity Property Partnerships insurance. Should the guest require assistance between the hours of 10pm and 8am due to lost keys, mislaid keys or being locked out of their apartment, Infinity Property Partnerships reserve the right to charge an additional out of hours call-out fee of £80 + VAT.

INTERRUPTION OF SERVICE

We will make every effort to ensure that guests enjoy a peaceful stay, however, cannot guarantee or be held responsible for any failure or interruption of services to the apartment or the building, including electricity, air conditioning, heating, water or any damage to telephone, broadband/ internet, and other communications, including disruption or noise caused because of repair works being carried out in another part of the property. We cannot be held responsible for failure or interruption of services within the apartment or development building – this includes, but is not limited to, appliances and communications, Washing Machine, Tumble Dryer, Dishwasher, Television, Wi-Fi. Where we are made aware of such failure or interruption, we will endeavour to rectify such services within a reasonable period at our apartments/rooms and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.

MANAGEMENT SERVICE

Our management team is available to ensure your stay is as comfortable and enjoyable as possible. Contact details and working hours are made available on arrival.

GUEST RESPONSIBILITY

Guests are expected to comply with any regulations for use of the apartment. These are available on arrival usually in the Guest Information Folder, in the apartment/room. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their apartment/room immediately without refund.

SMOKING

All our apartment/room types, at all locations are strictly no smoking.

Guests found to be smoking, or evidence of smoking either during your stay or on departure will incur an instant fee of £200+VAT.

Guests will also be fully responsible for any damages/burns, additional cleaning or refurbishment work required from smoke damage. Any re-charges applicable will be made to the credit card details held or deducted from any deposit held.

Please be aware of the fire hazards associated with smoking, which will also be the full responsibility of the guest should any outbreak of fire occur.

PETS

We may allow pets at some of our locations, and these will be made aware to you prior to booking and are subject to the terms of the building leases. Guests found to have pets, without prior permission/consent, will be asked to re-house them immediately and any losses caused from damages, infestations etc. will be re-chargeable to the guest in full, together with an administration fee of £25 to the card details as provided, or taken from any deposits which may be held. Infinity Property Partnerships management team also reserve the right to ask you to leave.

NOISE LEVELS

A noise curfew is in operation at all locations between 11pm & 8am. Please kindly refrain from excessive noise levels/loud music at all times, in consideration for other residents. Any upheld complaints received of this nature, will result in you being evicted immediately with no refunds due.

This includes causing any sort of nuisance or disruption to fellow guests or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use the apartment/room for any illegal or immoral purposes. An additional charge will be made if the Management team is called out in response to a nuisance complaint.

NUISANCE BEHAVIOUR OR COMPAINTS OF ANY NATURE

Complaints of any type that are received will be taken very seriously and will be acted upon.

We operate a zero-tolerance policy and must respond to any complaints received no matter what the nature or cause and are obliged to act in the interests of the development and its other residents, which will result in all guests involved being evicted immediately.

In this case, no refunds will be due, and we will not be held responsible for sourcing alternative accommodation or for paying any costs the guests/parties involved may incur because of the eviction.

AGE RESTRICTIONS

To ensure our guests, enjoy a stay free from disturbance, at Infinity Property Partnerships apartments/rooms, non-corporate bookings may not be accepted from any paying guests under the age of 18. Proof of identification and date of birth may be requested on arrival and if not presented on request, we reserve the right to cancel the booking.

VISITORS

Guests are responsible for their visitors. Non-residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy.

NUMBER OF OCCUPANTS

The maximum number of guests permitted to occupy each room/apartment is that as confirmed at the time of booking and subject to the number of beds available – The apartment cannot be re-let/sublet to any other group/party without the written approval of IPP, we reserve the right to refuse entry/admittance or terminate the stay should you be in breach of this condition.

The use of fold up beds are only permitted when arranged through us with a discretionary fee paid in advance. The fold up bed will generally be placed in the lounge and be provided with bed linen.

Should the unauthorised use of these items or additional guests be found, then a charge will be applied.

HEN/STAG/PARTIES OF ANY NATURE

If guests are found to be holding parties/gatherings of any kind, you will be evicted immediately with no refunds due.

LOST PROPERTY

All your possessions should be removed from the apartment on the date of departure. Lost property is kept in storage for no longer than 21 days and safekeeping is not guaranteed. Lost property can be posted back to you at your own cost with prior agreement plus £15 admin fee. IPP will not accept any liability for any items that go missing. Email: info@infnitypropertypartnerships.co.uk for enquiries relating to lost items.

PERSONAL EFFECTS / PERSONAL INJURY/ INSURANCE

Infinity Property Partnerships cannot be held responsible for any damage or loss to either your personal belongings, or for any personal injury that may occur during your stay.

Neither we, nor our representatives, can be held responsible for any circumstances beyond our control, including (but not limited to) mechanical breakdown, illness, or failure of any public service supply.

We would highly recommend that all guests obtain appropriate travel and personal insurance cover, including contents cover for their personal effects as this is not provided or included as part of your booking.

Possessions: The proprietor(s) are not liable for the theft of or damage to any property left in an Infinity Property Partnerships apartment, room or in the car park. Guests must ensure that apartment doors and windows are securely locked when they are out and are recommended to use lock and chain the entrance door when in residence.

LIABILITY

We use all reasonable efforts to ensure that the apartments/rooms offered by us are properly arranged and high standards are maintained. We accept responsibility to take reasonable care in the organisational aspects of the stay, however we are not liable and cannot be held responsible for the actions of other residents/owners or any other suppliers involved in your stay.

We are responsible for our own operated apartments/rooms, subject to these conditions. In the event, we act as agent for our preferred suppliers or any sister companies, other than our general management and booking obligations detailed in these conditions, we shall not be liable to any party for any amounts in relation to any acts or omissions or any damage or problem arising under or in relation to that contract with the relevant preferred supplier.

We shall not be liable for any failure or delay in performance of our obligations which results directly or indirectly from any cause or circumstance which is beyond our reasonable control, including (but not exclusively) act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.

All warranties, conditions and other terms implied by statute or common law or otherwise are, fully permitted by law, excluded from any contract with us and these conditions shall apply in their place. However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you because of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.

Subject to the paragraph above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential, or pure economic loss, costs, damages, charges, or expenses.

If you are booking for, as, or on behalf of a business or business employee, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.

Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with us.

ADDITIONAL CHARGES

DAMAGES:

Guests are fully responsible for taking all reasonable care of the property, its fixtures and fittings and its contents during your stay and we would expect you to leave the property in a good condition on departure.

If accidental damage does occur during your stay, then kindly let us know where we shall advise if any charges apply.

Any damages or missing items found either during or at the end of the stay will be advised and re-charged accordingly for either the repair or replacement of the item(s) to the credit card details held or deducted from any deposit held. All re-charge costs will also incur a £25 administration fee. If an apartment is left uninhabitable due to the extent of damage caused, we also reserve the right to charge for any loss in revenue in addition to the cost of the repairs.

Photographic evidence will be provided wherever possible via email within one week of departure providing a detailed breakdown of the applicable charges and costs to rectify them. In the event the guest is uncontactable, damaged caused to the apartment caused by the guest must be paid in full by the booker.

If you are booking for as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your businesses, breach or negligent performance or non-performance of these terms and conditions.

Please note that under no circumstances are substances such as glitter, playdough, plasticine or blue tack to be taken into/or used in any of the apartments.

ADDITIONAL CLEANING:

Our housekeepers will attend to the apartment on your departure; however we would request you leave the apartment in a tidy condition and ensure any and all washing up, is attended to prior to leaving.

If (at our absolute discretion) we consider additional specialist cleaning is required (for example carpet cleaning to remove a stain, cleaning up bodily waste such as vomit), we will charge an additional fee of £150.00. When the duration of the booking is longer than 28 days, a discretionary final cleaning charge of up to £150 may be charged. If an apartment is deemed unfit for occupation, you will be obliged to pay compensation to us for loss of revenues in addition to the costs of cleaning and repair.

We reserve the right to charge £150 (in addition to the general cleaning charges) for specialist cleaning to an apartment and/or its contents where it is left in an exceptionally bad condition or if we believe smoking has taken place in the apartment.

The hirer responsible for the booking undertakes that no person will suffer anything to be done which would endanger the policy of our insurers in respect of the apartment and its contents which might make the same void or avoidable.

PARKING

Additional services such as parking differ between apartments. Parking is not guaranteed for the apartment unless otherwise stated. Parking may need to be pre-booked and may be subject to parking charges. Certain parking spaces may require a permit to be displayed in the window of your vehicle and this will be made clear in your confirmation email. Please ensure that you follow the instructions given to you at time of booking carefully and ensure you have parked in the correct bay/driveway for your apartment/room. Guests are responsible for the security of any vehicles they park in the car park space. Travelers are recommended to ensure that they are covered by a valid travel insurance policy. It is the responsibility of the guest to always ensure that:

- Their vehicle is parked within the designated parking bay.

- The parking permit provided (where applicable) is clearly and fully always displayed in their window screen.

If parking enforcement is always in operation and failure to observe these parking conditions, it may result in the owner of the vehicle being fined or the vehicle being clamped. Infinity Property Partnerships cannot accept any responsibility for penalties, and it is the responsibility of the guest to make payment for any charges incurred. Vehicles are parked at their owner's risk. Infinity Property Partnerships does not accept any responsibility or liability for any theft, loss or damage including but not limited to:

- Any personal property or loose items left within the vehicle whilst parked.

- The windscreen or any other glass on or in the customer’s vehicle.

- Tyres or steel or alloy road wheels.

- Bodywork and trims

At the end of the booking: It is the responsibility of the guest to ensure any issued Parking Permits (if applicable) are returned on day of departure by 10am by following the instructions in the departure email sent from IPP. If the parking permits are not returned by 10am on the day of departure as instructed, IPP reserve the right to charge a £100 fee.

DECLINED CARD PAYMENTS

In the event that any additional charges are made (including accommodation charges) and payment cannot be obtained from the credit card details held for any reason, we shall invoice the booker/lead guest who will become responsible for payment of our invoice in full within 14 days.

Failure to pay any Additional Charge within 14 days of the date of our invoice requiring payment of the same, you will incur an administration fee of £50 to cover the costs of sending you our debt collection letter, which will follow.

OTHER:

Fold Up beds, cots and highchairs can be provided at an extra cost (subject to availability).

Early check-ins & Late check-outs may be available – please request at time of booking or prior to check-out.

**Please do not presume you are able to check in early (prior to 3pm) or stay in apartments later than check out (no later than 10am) without having pre-booked this facility with us, as this is always subject to availability and will be subject to a charge which will be discussed at time of booking.

The time of keys being returned is recorded and therefore any guests found to be returning keys later than the agreed check-out time will be subject to the late-check out fee, unless otherwise agreed. We reserve the right to debit the card details provided in this instance.

VAT is payable on all additional charges and where the level of the additional charges is not specified in these conditions, we will charge you the actual cost together with any administration costs. Prices for additional charges may change at any time.

HEALTH AND SAFETY

We take the health and safety of all our guests seriously. On arrival, you should familiarise yourself with the layout of the apartment and building and the health and safety procedures as detailed in your apartment. (More details in the guest information folder)

COVID – 19

In line with government legislation, we have now enhanced the cleaning and upkeep of all of our apartments/rooms, to prevent the contraction or spread of COVID-19. Full details of what we are doing to protect our guests and the enhancements to our operating procedures will be sent to all guests in full detail along with booking confirmations.

Whilst we are doing all we can to look after and support our guests, Infinity Property Partnerships can in no way accept any responsibility should you contract the virus during the duration of you staying with Us, given we have no control with who you may come in to contact with once leaving your apartment.

CANCELLATIONS

Infinity Property Partnerships reserves the right to treat an early departure or reduction in the number of nights or apartments booked as a cancellation and apartments may be re- let and cancellation charges will apply.

For stays of 4 weeks or less, please see our terms under Booking and Payment procedure for cancellations.

If your booking is over 28 days, we require 4 weeks’ notice of cancellation. If you cancel your booking after the Cancellation Deadline you will be charged the full value of your booking, including any booking extras you have selected for the duration of your stay for bookings of 28 days or more, you will be charged a minimum of 28 days,

We strongly recommend that you purchase adequate travel and personal insurance cover. Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company. Any curtailment of your stay will be treated as a cancellation.

Non-arrivals will be treated as a cancellation, and you will not be entitled to any refunds. Please note that transaction fees are not refundable in the event of a cancellation.

If you need to cancel your booking, you are entitled to do so with no charge providing cancellation in writing (e-mail is acceptable to bookings@infinitypropertypartnerships.co.uk) has been received as follows: -

If booking directly with us and you wish to cancel the whole or any part of your booking and you notify us in writing (see our contact details below) 14 days in advance of your date of arrival, no cancellation fee will be charged, and any payment/deposit will be refunded (unless stated differently at the time of booking). It is your responsibility to ensure that we receive your notice of cancellation in time. If booking with us via another online portal or online travel agent, cancellation must be made in accordance with their policy, and they will notify us.

If cancelled within 14 days of your arrival date, or in the case of a no-show, the total price of the reservation will be charged. This is unless booking with us via another online portal or online travel agent, whose cancellation policy differs to this.

Bookings are not transferrable to different dates and should this notice not be adhered to charges will apply as per the notice received. Once in-house, if you wish to leave earlier than originally booked, you will need to give us as much notice as possible so we can ensure a swift turnaround of the room/apartment, to facilitate another guest.

Non-arrivals will be treated as a cancellation, and you will not be entitled to any refunds. Please note that transaction fees are not refundable in the event of a cancellation.

GROUP BOOKING & CANCELLATION

We consider a group to be three apartments/rooms, or more being booked in the same city for similar dates, by the same company/individual/s. Special conditions may apply, and these will be advised at the time of booking. Cancellation charges may differ to those stated herein and will be advised at the time of booking.

For group bookings: If you need to cancel your booking, you are entitled to do so with no charge providing cancellation in writing (e-mail is acceptable to bookings@infinitypropertypartnerships.co.uk) has been received as follows: -

For stays of 14 nights or more 30 days’ minimum notice is the cancellation we require as minimum notice. For extensions or early departure, we also require a minimum 30 days’ notice, otherwise your apartment is not guaranteed.

QUALITY AND FEEDBACK

We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at the apartments. We also welcome feedback from our guests and ask them to complete a guest satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.

COMPLAINTS

We hope that you will have an enjoyable stay with us, but in the event that you are not entirely satisfied with any aspect of your stay, or the service being provided by us, then please email details of any complaint to us within 24 hours after departure to info@infinitypropertypartnerships.co.uk. All reasonable steps to settle any issues will be given immediate attention. IPP shall not be held liable for any complaints reported after the specified period.

IN-HOUSE COMPLAINTS PROCEDURE

IPP are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.

Property Redress Scheme Premiere House | 1st Floor | Elstree Way | Borehamwood | WD6 1JH T. E. 0333 321 9418 info@theprs.co.uk www.theprs.co.uk HF Resolution Ltd trading as Property Redress Scheme Registered Office: Lumiere, Suite 1-3, 1st Floor, Elstree Way, Borehamwood, WD6 1JH Registered in England 08994516

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Infinity Property Partnerships Property Redress Scheme Membership number is: PRS035846

PRIVACY

Data Protection

We are required to gather certain personal data about clients and guests for the purposes of satisfying operational and legal obligations. This personal data will be subject to the appropriate legal safeguards as specified under the General Data Protection Regulation (GDPR). For information on how we manage personal data please refer to the latest version of our Privacy Policy, which can be found on our website at www.infinitypropertypartnerships.co.uk/privacypolicy.

We may use your contact details to tell you about our services and apartments including special offers that we think may be of interest to you. If you do not want us to use your contact information, please let us know by email to info@infinitypropertypartnerships.co.uk. All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy. Telephone calls may be monitored and /or recorded as a security measure, to help us to train our staff and improve our service to you

EMERGENCIES

In the case of an emergency with your apartment/room (e.g. you have a leak, no electricity) then please contact us on 07507 956605 during office hours 8am – 6pm Monday to Friday;

Outside of office hours please use one of the following emergency number: - Guest Services – 07507 956605

Please note: that Sky issues, broadband connection issues, complaint(s) with apartment and any other customer service related issues are not deemed as emergencies and will NOT be dealt with on these numbers during out of office hours. These numbers are purely for EXTREME EMERGENCIES ONLY.

Please note; emergencies would be considered as leaks, electrical faults, plumbing issues, heating faults, non-access to your apartment etc. Non-Emergencies will be dealt with on the next working day or may incur a call out fee of £75 + VAT per hour. We ask that you use this service only when necessary. In this instance, please e-mail us on info@infinitypropertypartnerships.co.uk with your query or leave a message on 07507 956605 and this will be dealt with promptly on the next working day.

Any call outs resulting in a non-emergency or through no fault of our own will be charged at £75+VAT and for each hour thereafter.

ACCEPTANCE OF TERMS

All reservations and payment of charges are subject to these terms and conditions that are deemed to have been accepted in full by the booker and all persons/guests in the party/involved in the booking process. Bookings and payments purchase the right to be a guest within an Infinity Property Partnerships apartment/room for and not exceeding the agreed number of nights specified in the booking confirmation.

The Terms & Conditions are binding. Acceptance of the agreement is implied and activated by payment for the booking and/or entry to stay in one or more of our apartments.

Infinity Property Partnerships reserves the right to refuse admission to any guest who has a booking if there are concerns about the security of its properties or safety of its staff and that of any sub-contractors.

The proprietor reserves the right to terminate residency without refund if any ‘rules’ or ‘terms of stay’ are broken.

Guests are expressly forbidden from using the address of any Infinity Property Partnerships apartment/room, to obtain goods or for use with a credit agreement of any kind.

We/Infinity Property Partnerships also reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their apartment immediately. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.

Thank you for choosing to stay with Infinity Property Partnerships. We look forward to your visit and will do everything possible to make your stay as pleasant and enjoyable as possible.

Terms and Conditions

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