ApartmentWharf strive to ensure that our clients’ interest is always protected. Before making any booking, guests need to read and ensure they are happy with our Terms and Conditions. All bookings are subject to agreeing to these terms and conditions.
When making a booking, the party leader confirms that they have the authority to accept on behalf of their party these Terms and Conditions. The main guest must be at least 18 years old to make a booking with us. The contract with ApartmentWharf is made once the booking has been processed. The contract with us will be governed by English Law and is subject to the exclusive jurisdiction of the English Courts at all times.
To confirm the booking, the full holiday price must be cleared at the time of the booking or at least 60 days before the guest’s arrival, according to the rate policies. If no payment can be processed within 24 hours from the time the payment is due, ApartmentWharf reserve the right to cancel the reservation. The rent is payable via debit/credit card, PayPal or bank transfer on the payment due date. Property details will not be issued until the reservation has been paid in full.
Guests are requested to check the booking confirmation and all other documents we may send, immediately on receipt. Guests must contact us immediately if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the reservation we have confirmed. We reserve the right to refuse bookings. Should we refuse a booking, the guest will receive a written confirmation of our decision. If we do this, we will refund any money already paid to us.
Cancellations will be free of charge up to 60 days before date of arrival, according to the rate chosen when booking. No refund will be issued for cancellations within 60 days prior arrival, regardless of the booking rate.
For any reservation cancelled as a No-Show of the guest, the rental amount will be retained in full and no refund will be issued.
For bookings processed directly through our website, the following cancellation policies apply:
Guests are requested to pay a £300 breakages and incidentals deposit on the day of the arrival, by the same physical card used for the reservation, unless otherwise advised. In some cases, guests can be charged up to £2000 refundable breakages deposit for security reasons. ApartmentWharf reserves the right to raise the breakages deposit amount at any time prior and after the arrival date.
The breakages deposit will be charged at the time of the check-in through a Chip&Pin machine. The breakages deposit needs to be paid with the same card used to make the booking. The breakages deposit is refundable within 7 working days after check-out, depending on banks processing times.
For payments processed through PayPal or bank transfer, the breakages deposit can be collected from any card.
For payments processed through Airbnb or TripAdvisor, we do not require any breakages deposit nor the card used for the payment.
Upon check-in, guests must show a valid governmental issued ID card/passport or driving licence and the physical credit/debit card used for the booking. A member of Apartment Wharf will take a copy of ID/passport or driving licence at the apartment.
If the guest is not the cardholder, then the cardholder must be present upon check-in to provide the card used to make the payment and their photo ID.
We are NOT allowed to accommodate any guest without a valid governmental issued ID card/passport or driving licence and credit/debit card used for the booking.
In case the booking is not made by the actual guest, we would request a signed declaration by the cardholder with a copy of their ID/passport and credit/debit card used for the booking, in order to authorise another person to check-in on their behalf. We can accept authorisation letters just for corporate/business/commercial cards. Upon check-in, it would also be requested a copy of ID/passport of the actual guests.
In case the card cannot be presented upon check-in, the rent will be charged again with the addition of a £10 Admin Fee from the card of the person present at the check-in and the rent paid in advance will be refunded. If the card used for the reservation is linked to a joint account, other cards linked to the same account will not be acceptable. If the card used for the rent cannot be presented upon check-in, the rent will be charged again with the addition of a £10 Admin Fee from the card of the person present at the check-in and the rent paid in advance will be refunded.
In case a non-European card has been used for the reservation, the cardholder must make sure it will be active and functional in the UK, in order to proceed with the payment of the breakages deposit at the check-in time. If no transaction can be processed at the check-in, the guest may be asked to withdraw the breakages deposit amount from a cash machine in presence of one of our representatives, or to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded. In case of withdrawing, the guest will assume the costs of the withdrawal fees, if any.
In case the card used for the reservation is declined or not functional upon check-in, the guest may be asked to withdraw the breakages deposit amount from a cash machine in presence of one of our representatives, or to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded. In case of withdrawing, the guest will assume the costs of the withdrawal fees, if any.
In case the card used for the reservation has expired before the check-in, the new card will not be acceptable. The guest will have to proceed with a new payment of the rent with the addition of a £10 Admin Fee from a different card. The rent paid in advance will be refunded.
While on holiday we ask our guests to respect the condition of the accommodation and ensure that its standards are maintained. Should the party leader or any member of their party be responsible for any breakages, loss or damage of any item of the property or additional cleaning has been necessary, a charge will be issued.
If, after the reservation has been confirmed, the guest wished to change their travel arrangements in any way, i.e. arrival/departure date or number of guests, we would do our utmost to accommodate the request, subject to policy and availability. Extra costs may apply.
Upon request, we can provide extra services (i.e. late check-out, parking, extra linens, extra towels, extra guests, etc.) subject to availability and policy. Extra services are subject to an additional cost.
While staying with ApartmentWharf, all guests must abide by the following rules:
Our office is open Monday to Friday from 10AM to 6PM. Customer service is available for emergencies from 10AM to 8PM. Please call us at +44 (0) 20 3868 4400. For any issue in the property, we will assume we have permission to access the apartment with our own set of keys at the most convenient time, during our office hours, unless noted otherwise.
ApartmentWharf will be the judge of whether any of the above rules has been broken, and we reserve the right to add any further rule. If Apartment Wharf feel any of these rules has been breached, the offending guests will be evicted from the premises and no refund will be given. Any fee, extra or extension of stay not yet paid will be hold from the holding deposit. By signing the “Terms of Service”, all guests agree that they are happy with the condition of the property as seen. By accepting the “Terms of Service”, all guests agree that their personal data can be securely processed by Apartment Wharf.
ApartmentWharf is not liable for loss, damage, injury or death caused by an event or circumstances beyond our reasonable control including, without limitation to, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes, or restraints or delays affecting carriers. ApartmentWharf will not accept liability if illness, injury or death is the fault of the Party Leader or any party member.
All information contained within our website has been compiled from up-to date information, which we amend as frequently as possible. However, there may be occasions when the property is not totally as advertised, due to alterations, refurbishment or necessity for maintenance. Such situations may be due to local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, we will notify the guest as soon as possible, but we cannot be held liable for circumstances beyond our control.
From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify the guest as soon as we are made aware of any building work that may affect their holiday. However, we will not offer compensation.
If guests have cause for complaint whilst on holiday, this must be brought to the attention of ApartmentWharf immediately, so that action can be taken to rectify the issue. Should they fail to report their complaint, ApartmentWharf will not consider themselves to be liable for those complaints.
In accordance with Rule 12 Real Estate Agents Act (Professional Conduct and Client Care Rules) 2012.
All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below.
Our complaints and resolution procedure are not mandatory. A complaint can be made directly to the Real Estate Agents Authority at any time. The Real Estate Agents Authority can be joint to our complaint procedures.
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint about the service received from our agency.
STEP 1: ApartmentWharf need to be informed about the complaints and concerns. Action purposes need to be proposed to ApartmentWharf. Complaint must be reported in writing so that they can be properly investigated. ApartmentWharf will need a brief period of time to investigate it with the team members involved. It may take up to 15 working days to get a response. We will provide a written proposal to resolve the complaint.
STEP 3: If our proposal is not accepted, this needs to be advised in writing within five working days. Another way of resolving the complaint can be suggested.
STEP 4: If we accept the preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline the preferred resolution, we may invite the client to mediate the dispute.
STEP 5: If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.
ApartmentWharf can decide to end a holiday if the guest’s behaviour or that of any party member is likely in our opinion to cause distress, damage, danger to or to annoy our other customers, employees, neighbours or anyone else. In these circumstances ApartmentWharf reserve the right to refuse to complete the reservation arrangements and will not be liable for any refund, compensation or any other costs the guest must pay. ApartmentWharf cannot accept responsibility for the behaviour of others in the accommodation. Adults must supervise children at all times.