Terms and Conditions

These Terms and Conditions may be subject to change at any time prior to your arrival without notice, so please check our website for our most up-to-date terms and conditions.

Payment

Best Available Rate – Flexible
Payment is due 7 days before arrival. We will need to see proof of identity (passport, driving licence etc.) and the card used to make the booking at check in. Payment can be made by: Credit/Debit card, VISA, MasterCard, AMEX, Maestro, or by bank transfer (BACS) in Pounds Sterling.

Non- Refundable Rate
Payment is due at the time of booking. We will need to see proof of identity and the card used to make the booking at check in. Non-refundable bookings cannot be cancelled, amended or transferred.

Long Stay
For longer stays of over 30 nights you can pay for your booking in 30-day increments. The first 30-day payment is due at least 7 days before arrival and each subsequent payment will be required at least 7 days before the next period commences.

Pricing
VAT is charged at the rate in force at the time of arrival. Supercity Aparthotels cannot be held liable for any changes in VAT which may affect your nightly rate. The rates we advertise include VAT and are, to the best of our knowledge, accurate at the date of publication. Rates are quoted based on the rates prevailing at time of enquiry and are subject to change.

Cancellations and Amendments

Cancellation or changes to your booking should be emailed to: sleep@supercityuk.com or communicated by telephone +44 (0) 20 3818 9070. We are not obliged to agree to the requested amendment or cancellation. Changes are only confirmed once you receive a cancellation reference number by email. Changes to your booking may be subject to additional charges which will be advised before any changes are made to your booking. You are entitled to request a cancellation and will incur no charges if you have booked a flexible rate and are within the below parameters:* 1 – 29 nights, a cancellation may be made up to 7 days prior to arrival.

* 30 – 89 nights, 14 days’ notice of cancellation will be required.
* 90+ nights, 21 days’ notice of cancellation will be required.

If you fail to arrive or fail to notify us of any changes to your arrival date we will treat this as a “no show” and the full amount will be charged as a non-refundable booking. If you cancel or amend your booking within the above notice periods, you will be charged for any days that fall outside of the 7, 14 or 21 days. Please note that this policy does not apply to our Non-Refundable rate which cannot be cancelled, amended or transferred.

Security Deposit and Damages

Bookings will be subject to a £250 security deposit, which can be paid in advance or upon arrival. The deposit will be refunded upon departure minus any incidental damages or unpaid charges. Supercity Aparthotels reserves the right to make any additional charges to your credit card which may not be covered by the security deposit. You will be notified by email of any additional charges. Please note, all our properties are strictly non-smoking and a fee of £250 will be charged for smoking within any of our properties; additional fees will be charged for any damages in addition to the smoking fee.

Arrival and Departure

Your suite will be available from 2pm on your arrival date. Reception is open 24 hours a day at all properties. Departure time is before 11am on your departure date. If there is a delay in vacating the accommodation without consent, you will be charged for each hour departure is delayed. Should you wish to arrive before 2pm or depart after 11am then please request early arrival or late check out at reception, they will do their best to accommodate you (unfortunately no guarantees can be made until the day of arrival or departure and additional fees may apply).

Third party website and online bookings

Bookings made with booking agents and third party websites will be subject to their own terms and conditions and cancellation policies. Please make sure you read their terms before booking, as you will need to deal directly with them should you need to cancel or make a change to your booking, Supercity Aparthotels are not responsible for these terms.

Facilities and Services

Supercity Aparthotels operate a weekly housekeeping service for all stays of 7 nights or more. Stays of 6 nights or less will not include a housekeeping service during the stay. Should you wish to receive our housekeeping service during a short stay or more frequently than once a week then please advise at the time of booking. Additional cleaning fees will apply.

All utility costs are included in your rate. Utilities are provided to Supercity Aparthotels by third parties, therefore we cannot be held responsible or liable for problems beyond our control relating to supply of these utilities.

Any issues relating to the condition of the accommodation must be relayed to Supercity Aparthotels within an hour of arrival, otherwise you will be held responsible for any damages noted at check out.

We supply complimentary WiFi to all properties; you are required to use a reasonable share of our bandwidth. Over use of streaming reduces the quality and speed of the WiFi to other guests. We will restrict usage to any guests who abuses the WiFi.

Your Suite 

All our apartments are fully furnished and kitchens are fully equipped with appliances and kitchen utensils. We ask that you do not remove any of the items provided from the suite. Food and drink are not provided as part of your stay unless otherwise stated however we do provide toiletries. Bed linen, towels, TV and WiFi are all included in your stay. All our aparthotels have a guest service team on-site to make sure your stay is as comfortable and enjoyable as possible.

Behaviour and Access

We have a zero-tolerance policy towards behavior that is threatening, abusive or disruptive to our teams or guests, or damaging to our property. If at any point you or your party behaves in an inappropriate manner, we reserve the right to terminate your booking immediately.
Our maintenance teams or contractors may require access to your suite from time to time, we will always aim to cause as little disruption as possible. We aim to give you reasonable notice and where possible seek access during mutually convenient working hours, however this may not always be possible.

Restrictions and Insurance

You must be at least 18 years old to stay at any of our aparthotels, anyone under 18 must be accompanied by an adult; Supercity Aparthotels have the right to request proof of ID and to refuse entry. Personal belongings will not be covered under our insurance policy; we encourage you to take out insurance to cover your stay with us.

Our apartments have a maximum occupancy of 2 people in a studio, premier studio, one bedroom or executive one bedroom suite or 4 people in a two bedroom suite. Additional people may be accommodated in certain suite types however you must have prior permission and may incur additional charges.

Special Requests

Pets
We welcome pets at our aparthotels but please inform us when you book so we can make the necessary arrangements. We do charge a final cleaning fee (and an additional refundable deposit, dependent on your length of stay) for this, which covers a pet deep clean after your stay with us. These costs may vary depending on the number of pets and the type of pet you wish to bring – we will confirm this with you by email before you arrive.

Extra Beds
Depending on your suite, we may be able to offer an additional bed for your stay. All requests must be submitted and confirmed by our reservations team before you arrive and are subject to availability and an additional cost.

Changes by us
Occasionally, issues arise that are beyond our control. We will only cancel or amend your booking as a last resort, and we will contact you as soon as possible to notify you of the changes. Please note that in the case of force majeure (see below) we cannot be held liable for any changes as these are beyond our control.

Force Majeure
Notwithstanding any of the terms of this contract Supercity Aparthotels cannot accept liability for any loss, damage or additional expense where the booking needs to be altered or cancelled or the supplier is unable to perform the contractual obligations as a result of events of force majeure. For the purpose of these terms and conditions, force majeure means any event which could not have been reasonably foreseen or the consequences could not have been reasonably avoided by the supplier or the third-party providers of the relevant provisions in question even with the exercise of all due care. Such events may include war or threat of war, civil strife, terrorist activity, industrial dispute, natural or man-made disaster, fire, adverse weather conditions and all similar events outside the suppliers’ or the third parties control.

Lost Property
When checking out, please remember to take all your belongings with you. We do keep lost property for up to 3 months, so should you forget anything please get in touch with us at: sleep@supercityuk.com. Any perishable goods will be disposed of once you’ve left.

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