Booking Terms and Conditions

Booking Terms and Conditions

1. Summary
Thank you for using SAFFATEL Serviced Apartments Limited (“SAFFATEL”). We are a serviced apartment company with properties across the UK and Europe – our mission is to make staying away from home great.
These Terms and Conditions describe the legal framework under which you agree to participate when placing a booking with
SAFFATEL or one of our Partner Properties. 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. In addition, by visiting or using our website you agree to
comply with our Website Terms and Conditions. In the event of any inconsistency between the Booking Terms and
Conditions and the Site Terms and Conditions, the Booking Terms and Conditions prevail.
We also have a Privacy Policy that outlines our commitment to safeguarding the privacy of our customers and to protecting any
personal information that you give us. For a copy of our Privacy Policy, please click here.
In brief, you agree to the following Booking Terms and Conditions when you place a booking though SAFFATEL:
 SAFFATEL may change, update or delete the Booking Terms and Conditions without prior notice.
 You must be over the age of 18 to place a booking.

2. Interpretation
2.1 Definitions
In these conditions, the following definitions apply:
 SAFFATEL/us/we/our: SAFFATEL Serviced Apartments Limited.
 The Booker/you/your/guest: The person using services provided by
SAFFATEL.
 The Group/Group Bookings: A booking of three or more
apartments in the same property, or a number of properties made
as one booking.
 The Supplier: The operator of property/properties/accommodation
not operated by SAFFATEL
 SAFFATEL Operated Property/Properties/Apartments: The
accommodation provided by and operated by SAFFATEL Limited
indicated in the title/name of the property for example “SAFFATEL
Luton”, “Reading”, “Basingstoke” or “Liverpool”
 Supplier Operated Property/Properties/Apartments: The
accommodation provided by and operated by one of our Suppliers;
without example “SAFFATEL Luton”, “Reading”, “Basingstoke” or
“Liverpool” in the title/name of the property.
 Booking Conditions: The payment and cancellations terms
applicable when booking SAFFATEL or supplier operated
property/properties.
 Offline: A booking/enquiry made with SAFFATEL, via telephone, live
chat or via email.
 Online: A booking/enquiry made with SAFFATEL
via www.saffatel.co.uk or another direct brand website.
 Property: The physical building being provided for your
accommodation.
 Apartment: To the specific apartment provided within a property for
your accommodation
 Visitors: People visiting the person/people staying in apartments
provided by SAFFATEL or supplier
3. Disclaimer
Information on this site is posted in good faith and updated
regularly, but SAFFATEL cannot guarantee its completeness and
accuracy. SAFFATEL does not accept any liability to you or any third
party for any error or omission on this site. SAFFATEL may change,
update or delete the terms and conditions or any information on this
site without prior notice.
SAFFATEL does not warrant that this site will be uninterrupted, error
free or that any information or other material accessible from this
site is free of viruses or other harmful components.
SAFFATEL is not liable for any direct or indirect loss resulting from
your use of the information on this site, except we shall be liable for
death and personal injury resulting from our negligence.
4. Your booking
4.1 Any booking made offline, will only come into existence when
payment has been made in full and your confirmation has been
dispatched by us. Upon completing your booking and receiving your
confirmation you enter into a contract with SAFFATEL on our stated
Terms and Conditions.
4.2 Restrictions may apply in certain locations including, but not
limited to, a 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.
4.3 All guest names and contact telephone numbers are required at
the time of booking including whether guests are adults or minors.
4.4 Upon check-in, guests are kindly required to show the
credit/debit card used to pay for the booking and a valid photo ID,
such as passport or driving licence.
4.5 Please carefully check the details on your booking confirmation
and invoice as soon as they are received. If anything is not correct,
we kindly ask that you tell us immediately. However, we regret that
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.
4.6 Special Requests
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 that we can help
you to select the most suitable apartment to suit your needs.
Although we will endeavour to meet any reasonable requests, no
guarantees can be given that any request will be met. Conditional
bookings cannot be accepted i.e. any booking which is specified to be
conditional on the fulfilment of a particular request.
4.7 Group Bookings
Special conditions may apply and these will be advised at the time of
booking. Cancellation charges and notice periods may differ to those
in clause 7.3 and will be advised at the time of request.
5. Payment
5.1 General
Payment in full is required at the time of booking unless otherwise
agreed. If payment does not reach us before the required time, we
reserve the right to suspend or cancel any booking made. Any late
payments will result in interest being charged at 4% above Bank of
England base rate for the period concerned.
Payment should be made in Pounds Sterling or Euro by: Credit or
Debit card. There is no transaction fee on Visa/MasterCard/AMEX
credit or debit card payments.
Credit card details must match the relevant security checks. Upon
check-in, guests are kindly required to show the credit/debit card
used at the time of the booking and a valid photo ID.
Credit card fees are not refundable in any circumstances.
If you wish to pay by Company Cheque, it is payable to ‘SAFFATEL
Serviced ApartmentsLimited’.
We will also accept a Bank Transfer and these details can be
provided upon request.
Accounts in credit balance for a year or more, following our best
endeavours to return the money to the customer, will be retained
and removed from the account.
Any commission invoices due should be submitted to
purchaseledgerteam@SAFFATELapartments.com within 12 months
of the departure date. Invoices not received within this time will be
rejected.
5.2 Security Deposits
A Security Deposit to cover “additional charges“ (see clause 15),
including breakages, damages, extra cleaning and further
accommodation charges incurred during your stay, may be taken
and you will be advised whether this is payable
5.3 Payment of additional Charges
Valid credit/debit card details must be supplied at the time of
booking and/or upon arrival at the apartments to cover any potential
“additional charges “(see clause 15). These charges will be deducted
from any Security Deposit held or from a debit/credit card supplied
and any balance on the security deposit will be refunded. A written
statement of the “additional charges” will be sent to you. In the event
that payment under a debit/credit card is declined, or no card details
are provided, we reserve the right to invoice the booker or guest
direct for these charges.
6. Pricing
The rates that we advertise are to the best of our knowledge correct
at the date of publication, however we reserve the right to change
any rates from time to time, without notice. Prior to the booking
being confirmed, rates quoted are based upon the rates prevailing at
the time but are subject to change. 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 as a
result of tax changes or currency fluctuations beyond our control.
VAT is charged at the rate in force at the time of booking.
7. Changes by the guest
All requests for changes, extensions and cancellations must be made
in writing or you will be liable to pay us the full amount of the
booking.
If you wish to change any detail of your confirmed booking, we will
do our best to make the change subject to an administration 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 and
may result in an increase or decrease in rate depending on the dates
booked and length of stay. Changes that will amend the arrival date
to be later than the original date confirmed will be treated as a
cancellation under Clause 7.3 below.
7.1 Changes
All changes of date are subject to availability. Should any change be
rejected, the original booking will be re-instated. Name changes or
child age changes will not incur any charges or administration fee.
Once in house, changes to the departure date which result in a
reduction in the length of stay will be subject to rate change.
7.2 Extensions
If you wish to extend a stay please give us as much notice as possible
in order 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.
7.3 Early Departures and Cancellations
SAFFATEL 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. Nonarrivals
will be treated as a cancellation and you will not be entitled
to any refunds.
Transaction fees are not refundable in the event of a cancellation.
The cancellation policy should be requested at the time of booking.
Cancellation charges relate to the date prior to arrival when we are
notified of the cancellation and will determine the cancellation
charges incurred according to the scale below.
Length of
stay
Notice period Cancellation charge
1-6 nights 48 hours prior to
arrival date No refund
7-28 nights 7 days prior to arrival
date
Minimum 7 nights’
accommodation charge
29 nights 29 days prior to
arrival date
Minimum 14 nights’
accommodation charge
These notice periods also apply to early departure, postponed arrival
or reduction in the number of minimum night’s stay.
For group bookings the minimum notice period and the cancellation
charge per apartment, regardless of length of stay, is the same as for
stays of 29 nights.
8. Changes by SAFFATEL
We do not expect to have to make any changes to your booking
however occasionally bookings have to be changed or cancelled or
errors in information or other details corrected and we reserve the
right to do so. If this does happen, we will contact you by telephone
or email where reasonably possible.
If a change has to be made or your booking has to be cancelled we
will, if possible, offer you an alternative apartment of similar type and
standard in a similar location for the same period. If the alternative
apartment is advertised at a lower price, you will receive a refund of
the price difference.
However, if the alternative apartment is at a higher price the new
price will be payable. If you do not wish to accept a change or any
alternative apartment offered or we cannot offer you a suitable
alternative apartment, you may be entitled to cancel your booking
and receive a refund unless this is the result of an event beyond our
Control – see below.
You should tell us as soon as possible whether you wish to accept
any change or alternative apartment offered or alternatively if you
want a refund.
8.1 Events beyond our control
Events beyond our control include but are not limited to the
following: an 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,
epidemic, interruption or failure of a utility service (including but not
limited to electricity, gas, water or telecommunications), renovations
and building work undertaken at the property or in the local area,
strikes, lockouts or boycotts, embargo or blockade.
9. Insurance
We are not responsible for the theft and/or damage of your personal
belongings during your stay in any apartment booked. Therefore,
you are advised to ensure that you have appropriate insurances in
place. In addition, you are advised to ensure you have appropriate
travel insurance to cover cancellation and medical expenses.
10. Website
Reasonable care has been taken to ensure that the content of our
website (and/or other means of promotion or advertising) is correct,
but it is subject to amendment at any time without notice. All content
on our website (and/or other means of promotion or advertising) is
published in good faith. Given the above factors, we do not warrant
that any of the content on our website (and/or other means of
promotion or advertising) accurately or completely describes any of
the apartments we offer. Our website may link to other websites and
we are not responsible for the data policies, content or security of
these linked websites.
Our website (and/or other means of promotion or advertising) will
only have a general representation of the accommodation shown.
Actual apartment size, floor plan, design, fixtures, furnishings and
facilities may vary. Our website does not constitute and should not
be regarded as a recommendation or endorsement of the quality,
service level, qualification or (star) rating of any accommodations
made available. For our full Website Terms and Conditions, please go
to www.SAFFATELapartments.com
11. Liability
We are responsible for our own operated apartments, subject to the
following conditions.
All warranties, conditions and other terms implied by statute or
common law or otherwise are, to the fullest extent permitted by law,
excluded from any contract with us and these conditions shall apply
in their place. However, nothing in these terms and conditions will
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 as a result of fraud or fraudulent
misrepresentation by us, or any liability that cannot by law be
excluded.
Subject to the limitations set out in these terms and conditions and
to the extent permitted by law, we shall only be liable for direct
damages actually suffered, paid or incurred by you due to an
attributable shortcoming of our obligations in respect to our services,
up to an aggregate amount of the aggregate cost of your reservation
as set out in the confirmation email (whether for one event or series
of connected events).
However, and to the extent permitted by law, neither we nor any of
our officers, directors, employees, representatives, subsidiaries,
affiliated companies, distributors, affiliate (distribution) partners,
licensees, agents or others involved in creating, sponsoring,
promoting, or otherwise making available the site and its contents
shall be liable for:
 Any punitive, special, indirect or consequential loss or damages, any
loss of production, loss of profit, loss of revenue, loss of contract,
loss of or damage to goodwill or reputation, loss of claim
 Any inaccuracy relating to the (descriptive) information (including
rates, availability and ratings) of the accommodation as made
available on our website
 The services rendered or the products offered by the supplier or
other business partners
 Any (direct, indirect, consequential or punitive) damages, losses or
costs suffered, incurred or paid by you, pursuant to, arising out of or
in connection with the use, inability to use or delay of our website
 Any (personal) injury, death, property damage, or other (direct,
indirect, special, consequential or punitive) damages, losses or costs
suffered, incurred or paid by you.
This is whether due to (legal) acts, errors, breaches, (gross)
negligence, wilful misconduct, omissions, non-performance,
misrepresentations, tort or strict liability by or (wholly or partly)
attributable to the accommodation or any of our other business
partners (including any of their employees, directors, officers, agents,
representatives or affiliated companies) whose products or service
are (directly or indirectly) made available, offered or promoted on or
through the website, including any (partial) cancellation,
overbooking, strike, force majeure or any other event beyond our
control.
11.1 Booking on behalf of a business
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 business’s, breach or negligent performance or
non-performance of these terms and conditions.
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.
12. Your accommodation
All apartments are occupied as serviced apartments and are only to
be used as temporary or holiday accommodation for you, or your
organisation. 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 apartmentnumber
prior to arrival. The maximum guests in an apartment is determined
by the number of beds in the apartment. If the maximum number is
exceeded then we may refuse access to the accommodation and/or
reserve the right to charge for additional apartments.
12.1 Arriving and departing
The specific arrival and departure policy should be requested at the
time of booking and will be stated on the confirmation. Arrival or late
departure may be available for an additional charge but cannot be
guaranteed unless booked from the night before arrival or for the
night after departure.
The procedure for departure will be confirmed on arrival.
12.2 Access to your apartment
Key collection details will be provided to you (via your booker where
applicable) prior to arrival. Some apartments do not have reception
desks and you will be given a code to enter the building and details
of key collection once your booking is confirmed. It is essential that
you have this information with you on arrival and, where notified,
contact us in advance to confirm the arrival procedure. Access
Statements are available for all SAFFATEL operated properties;
please ask us for a copy at the time of booking if required.
13. Facilities and services
13.1 Cleaning
Your apartment will be cleaned weekly. The day your cleaning is
scheduled will be advised on arrival. Weekly housekeeping includes
linen/towel change and general cleaning.
13.2 Maintenance
Routine maintenance is carried out regularly by our Management
Team; however, occasionally we may need access to your apartment
to carry out essential maintenance. We will normally give you 24
hours notice, except in the event of an emergency during which we
would require immediate access.
13.3 Telephone
Where telephones are provided in apartments guests are
responsible for all call charges incurred during their stay. In some
cases, the call charges are provided by a third party supplier and
guests are responsible for setting up an account with the provider
direct. Where applicable, information is provided in the Guest
Information Folder in the apartment.
13.4 Internet / Wi-Fi
Where access is available in apartments, it may be charged for
separately. Information about Internet access will be provided at
time of booking and on arrival. Access is subject to the SAFFATEL
Acceptable Use Policy. At peak times the bandwidth available for
connection to the Internet may be under pressure due to the
number of people connecting to the Internet, both internally and
externally. SAFFATEL recommends that activities requiring increased
bandwidth such as Skype, Movie/TV streaming is limited at these
times.
A support service is available to assist guests connecting to the
Internet but if in SAFFATEL’s opinion the fault is deemed to be with
the guest’s equipment, no support can be provided. Guests must not
interfere, move or disconnect any equipment relating to the
provision of the Internet access and must not use the connection for
any illegal or immoral purpose (including but not limited to file
sharing) and SAFFATEL reserve the right to pass on any record to the
authorities should SAFFATEL be made aware of any such use.
SAFFATEL reserves the right to disconnect a guest at any time
without notice if, in SAFFATEL’s opinion they breach any of these
terms and conditions (including exceeding the download limit) or fail
to pay for the connection at the agreed rate.
13.5 Security
Guests will be provided with a set of keys/fobs/an access card to
access the property and the apartment. Additional sets can be
provided on request. It is your responsibility to ensure that you are in
possession of these at all times and that they are returned at the end
of your stay. An additional charge will be made for replacements and
if we are required to provide access due to lost or forgotten keys.
13.6 Interruption to services
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, water or any damage to telephone,
broadband/ internet and other communications, including disruption
or noise caused as a result of repair works being carried out in
another part of the property. Where we are made aware of such
failure or interruption we will endeavour to rectify such services
within a reasonable period of time at our apartments.
13.7 Guest services
Our Guest Services Team is available to ensure your stay is as
comfortable and enjoyable as possible. Contact details and working
hours are made available on arrival.
14. 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. If any guest breaches any of
these conditions or the regulations, we reserve the right to request a
guest vacate their apartment immediately without refund.
14.1 Smoking
Smoking is not permitted in any apartment or apartment building,
this includes the use of electronic cigarettes.
14.2 Pets
Pets are not allowed in any apartment or apartment building, unless
otherwise agreed at time of booking as a special request.
14.3 Nuisance
Guests are required to behave in a responsible manner, respect the
apartment and their fellow guests and keep noise to a minimum
between the hours of 10pm and 7am. 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
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.
14.4 Age restrictions
In order to ensure our guests enjoy a stay free from disturbance,
non-corporate bookings may not be accepted from any paying
guests under the age of 18. We require that there is at least one
person aged 18 or over staying at the apartments for each booking.
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.
14.5 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.
14.6 Damage
Guests are required to keep the apartment, furniture, fittings and
effects in the same condition as on arrival. Inventories and condition
reports can be provided at the start and end of the stay, if required,
at an additional cost. You are required to notify us of any damage,
loss or broken items or matters requiring general maintenance. Any
damage to the apartment will be charged in full. In the event that
these are discovered after departure we will notify you or the booker
within 7 days of departure with full details and where possible
photographic evidence.
14.7 Cleanliness
We expect the apartments to be left in a reasonable state of
cleanliness and order on departure. An additional charge will be
made for extra cleaning or specialist cleaning to return the
apartment to a fit state for occupation. Additional charges may
include compensation for loss of revenue in addition to cleaning and
repairs.
14.8 Lost property
All your possessions should be removed from the apartment on the
date of departure. We will use reasonable endeavours to retain any
lost items for up to 3 months after your departure
date. Email: guestservices@SAFFATELapartments.com for enquiries
relating to lost items.
14.9 Storage
Where facilities are available and at the owners risk storage of
luggage may be provided at an additional charge.
15. Additional Charges
As a guide, additional charges include, but are not limited to the
following:
 Breakages, loss or damage to the apartment or any of its contents
 Cleaning, specialist treatment charges where more than routine
cleaning is required or smoking has occurred: £200
 Inventory and condition reports: £50
 Outside of working hours Mon to Fri (9am – 6pm): Meet and Greet:
£50
 Lost keys, fobs or access cards: £50 – £500
 Call out charge for locked out Guests £50
 Storage of luggage
 Telephone call charges
 Extra bed (inflatable or rollaway £20 per night, cot £8 per night
 Other services e.g. car parking, dry cleaning, laundry, extra cleaning
may be available on request
 VAT and local taxes are 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. For payment of additional charges see clause 5.3.
16. 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.
17. 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.
18. Complaints
In the unlikely event that you are dissatisfied with any aspect of your
accommodation, please notify the apartment manager as soon as
possible in the first instance. If you do not give us the opportunity to
resolve a problem during your stay, this may affect the final outcome
of any complaint received. We aim to deliver the best possible
customer service, but in the unlikely event that you are dissatisfied
with our service, please contact us by email to info@saffatel.co.uk.
19. Privacy
All information collected or properly obtained during the booking
process will be processed in accordance with our Privacy Policy
which, with our Website Terms and Conditions, is incorporated into
these conditions. Our Privacy Policy can be found here.
20. General
We 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.
21. SAFFATEL Operated properties booked “Online”
21.1 Your online booking
If you make an instant online booking, you will be taken to a
confirmation screen with a summary of your booking, including your
booking reference number and the booking conditions made up of
the apartment’s payment terms, cancellation policy and check-in
procedure. Shortly after making your booking, you will also receive a
full confirmation email re-iterating this.
21.2 Special requests
See clause 4.6
21.3 Group bookings
When attempting to book a group booking on www.saffatel.co.uk
you will be prompted to submit an enquiry; SAFFATEL Offline / Group
conditions will then apply to your booking /request.
21.4 Payment
Our online payment policy is clearly displayed on our website at the
time of booking on the confirmation page and may also be provided
on your confirmation email. Secure payment to be made via credit or
debit card on www.saffatel.co.uk
www.saffatel.co.uk operates as a NO-FEE service. This means we do
not add any credit card fees, service fees or hidden extra’s to the rate
displayed.
Payment to be made in Pounds Sterling. If booking with a rate
displayed in another currency to the rate, this will be converted into
pounds sterling at the exchange rate in force at the time of booking.
We cannot be held responsible for rate changes between booking
and time of cancellation
For corporate bookers with agreed credit terms payment to be made
by Company Cheque: payable to ‘SAFFATEL Serviced Apartments
Limited’ or by bank transfer: (bank details are available on request)
after making the booking online.
A Security Deposit to cover “additional charges“ (see clause 15),
including breakages, damages, extra cleaning and further
accommodation charges incurred during your stay, may be taken
and you will be advised whether this is payable at the time of
booking or on arrival at the apartment.
If payment does not reach us at the required time we reserve the
right to suspend or cancel any booking made. Any late payments will
result in interest being charged at 4% above Bank of England base
rate for the period concerned.
21.5 Payment of additional charges
See clause 5.3
21.6 Pricing
When you make a reservation through our website
www.saffatel.co.uk the rate you see on your search results page at
the time of booking is the rate we apply and confirm to you. Rates
are per apartment, not per person and are inclusive of VAT unless
otherwise stated.
The rates we advertise are1 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. Prior to the booking being confirmed rates quoted
are based on the rates prevailing at the time but are subject to
change. 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 as a result of tax changes or currency
fluctuations beyond our control.
21.7 Changes, extensions and cancellations
Our online cancellation policy is clearly displayed on our website at
the time of request/booking. For Changes and Extensions see clause
7.1, 7.2 and 7.3 .
Booking conditions relate to the payment and cancellation terms
displayed online when booking. These may differ between apartment
type and rate booked; it is your responsibility to read these carefully.
Cancellation charges relate to the date prior to arrival when we are
notified of the cancellation and will determine the cancellation
charges incurred according to apartment type and rate booked
online. These notice periods also apply to early departure,
postponed arrival or reduction in the number of minimum nights’
stay.
Payment terms (also relate according) to apartment type and rate
booked online.
21.8 Changes by us
See clause 8
21.9 Insurance
See clause 9
21.10 Liability
See clause 11
21.11 Arriving and departing
The check-in and check-out policy is clearly displayed on our website
at the time of booking. See clause 12.1
When booking live at the time of booking the arrival and checkout
policies will be stated on the property page under “essential
information”, please take note of this essential information to
prevent any problems gaining access to your apartment. See clause
12.2
The procedure for departure will be confirmed on arrival.
21.12 Facilities and services
See clause 13
21.13 Guest responsibility
See clause 14
21.14 Additional charges
See clause 15
21.15 Health and safety
See clause 16
21.16 Quality and feedback
See clause 17
21.17 Complaints
See clause 18
21.18 Privacy
See clause 19
21.19 General
See clause 20
22. Supplier Operated properties booked “offline”
This clause relates to all bookings relating to apartments not
operated by us, though we act as an introductory agent on behalf of
the Supplier. By making a reservation with SAFFATEL for a Supplier
operated property, you enter into a direct (legally binding)
contractual relationship with the Supplier for the accommodation
you book. From the point at which you make your reservation, we act
solely as an intermediary between you and the Supplier, transmitting
the details of your reservation to the relevant Supplier and sending
you a confirmation email for and on behalf of the Supplier. All
bookings will be subject to the relevant Supplier’s conditions. You will
be notified at the time of booking if further Supplier terms and
conditions also apply to your booking.
22.1 Your bookings
By proceeding to book accommodation and/or other services with
SAFFATEL, you accept that you will be entering into a contract with
the Supplier on their standard terms and conditions. If they are
provided we will endeavour (but undertake no liability to do so) to
make copies of the Supplier’s terms and conditions available to you.
On completion of your booking and receiving your confirmation you
enter into a contract directly with the Supplier on their terms and
conditions. See clause 2.2

22.2 Special requests
See clause 4.6
22.3 Group bookings
See clause 4.7
22.4 Payment
See clause 5
22.5 Security deposit
See clause 5.2
22.6 Payment of additional charges
Valid credit/debit card details must be supplied at the time of
booking and/or upon arrival to cover “additional charges “(see clause
15). These may be payable direct to the Supplier in some instances.
These charges will be deducted from any Security Deposit held or
from a debit/credit card supplied and any balance on the security
deposit will be refunded. A written statement of the “additional
charges” will be sent to you. In the event that payment under a
debit/credit card is declined, or no card details are provided, we
reserve the right to invoice the booker or guest direct for these
charges.
The additional charges for products and services provided by our
Suppliers are available on request when making a reservation and/or
upon arrival.
22.7 Pricing
See clause 6
22.8 Changes, extensions and cancellations
See clauses 7.1, 7.2 and 7.3
22.9 Notice period
The online cancellation policies relating to specific suppliers can be
provided at the time of request/booking. For changes and extensions
see clauses 7.1 and 7.2
22.10 Changes by us
See clause 8
22.11 Insurance
See clause 9
22.12 Website
See clause 10
22.13 Liability
We act as an agent for our Suppliers and, 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 Supplier. SAFFATEL can
accept no liability whatsoever for any death, personal injury, loss or
damage of any kind to the the Booker/you/your/guest, unless caused
by our own negligence. Insofar as we are found to have any liability
to the The Booker/you/your/guest in relation to our role as
introductory Agent in arranging the booking, then our liability shall
be limited, to the fullest extent permitted by law, in all cases to
£1000.
Whether the property you stay at charges you (or has charged you)
for your room, or we are facilitating the payment of the room price,
you agree and acknowledge that the property is at all times
responsible for the collection, withholding, remittance and payment
of the applicable taxes due on the total amount of the room price to
the relevant tax authorities. SAFFATEL is not liable or responsible for
the remittance, collection, withholding or payment of the relevant
taxes due on the room price to the relevant tax authorities.
For more detail see clause 11.
22.14 Your accommodation
See clause 12
22.15 Arriving and departing
See clause 12.1
22.16 Facilities and services
The facilities and services provided by our Suppliers can be provided
on request at the time of booking and/or upon arrival.
22.17 Guest responsibility
Guests are expected to comply with any regulations for use of the
apartment. If any guest breaches any of these conditions or the
regulations, the Supplier may reserve the right to request a guest
vacate their apartment immediately without refund.
22.17.1 Smoking
Smoking is not permitted in any apartment or apartment building;
unless express permission is given by the Supplier.
22.17.2 Pets
Pets are not allowed in any apartment or apartment building; unless
express permission is given by the Supplier.
22.17.3 Nuisance
Guests are required to behave in a responsible manner, respect the
apartment and their fellow guests and keep noise to a minimum
between the hours of 10pm and 7am. 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
for any illegal or immoral purposes. An additional charge will be
made if the Supplier is called out in response to a nuisance
complaint.
22.17.4 Age restrictions
In order to ensure all guests enjoy a stay free from disturbance, the
Supplier may have a minimum age set for guests, in this case
identification and date of birth may be requested on arrival and if
not presented on request, they may reserve the right to cancel the
booking.
22.17.5 Visitors
Guests are responsible for their visitors. Non-residents will not be
allowed access to the apartments after 11pm and Suppliers may
operate a strict no party policy.
22.17.6 Damage
Guests are required to keep the apartment, furniture, fittings and
effects in the same condition as on arrival. Inventories and condition
reports can be provided at the start and end of the stay, if required,
at an additional cost. You are required to notify us of any damage,
loss or broken items or matters requiring general maintenance. Any
damage to the apartment will be charged in full. In the event that
these are discovered after departure the Supplier will notify you or
the Booker within 7 days of departure with full details and where
possible photographic evidence.
22.17.7 Cleanliness
The Supplier expects the apartments to be left in a reasonable state
of cleanliness and order on departure. An additional charge will be
made for extra cleaning or specialist cleaning to return the
apartment to a fit state for occupation. Additional charges may
include compensation for loss of revenue in addition to cleaning and
repairs.
22.17.8 Lost property
Please contact the Supplier directly for all enquiries relating to lost
property.
22.18 Additional charges
The additional charges for products and services provided by our
Suppliers are available on request when making a reservation and/or
upon arrival.
22.19 Health and safety
SAFFATEL and its Suppliers take the Health and Safety of all 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. SAFFATEL is an introductory agent, and
does not warrant that these apartments are managed in accordance
with local and national laws including health and safety. You also
understand that although a Supplier may comply with local and
national laws, the rights and remedies under such laws may be
different to that of England and Wales.
22.20 Quality and feedback
SAFFATEL and its Suppliers are committed to providing quality
accommodation and conduct regular audits to ensure that high
standards are maintained at Suppliers apartments. In the UK many
of the apartments are also independently assessed through the Visit
Britain Quality in Tourism scheme and/or the Association of Serviced
Apartments quality standard and details of the star ratings awarded
can be found on our website. We welcome feedback from our guests
and may ask you 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.
22.21 Complaints
In the unlikely event that you are dissatisfied with any aspect of your
accommodation please notify the Supplier directly as soon as
possible in the first instance. If you do not give them the opportunity
to resolve a problem during your stay, this may affect the final
outcome of any complaint received.
22.22 Privacy
Where you book a Supplier operated property, we will use your
personal information to book the property for you, and provide your
personal data to the Supplier to allow them to prepare the property
for your arrival and to contact you if there are any issues. For this
activity, both SAFFATEL and the Supplier are controllers of your
personal information and SAFFATEL’s Privacy Policy at clause 19
applies to this processing. Any processing of your personal
information by the Supplier that is outside the scope of the above
activity will be carried out in accordance with the Supplier’s privacy
policy and terms and conditions.
22.23 General
See clause 20
23. Supplier Operated properties requested /
booked “online”
In respect of all bookings relating to apartments not operated by us,
we act as an introductory agent on behalf of our Suppliers. Your
contract for such bookings will be with the actual Supplier. All such
bookings will be also subject to the relevant Supplier’s conditions.
You will be notified at the time of booking of the Supplier terms and
conditions that also apply to your booking. By making a reservation
through SAFFATEL for a Supplier operated property, you enter into a
direct (legally binding) contractual relationship with the
accommodation Supplier for the accommodation you book. From
the point at which you make your reservation or request, we act
solely as an intermediary between you and the Supplier, transmitting
the details of your reservation to the relevant accommodation
provider and sending you a confirmation email for and on behalf of
the Supplier.
23.1 Your online booking
Any booking, made online for a Supplier operated property, will only
come into existence when your card details have been provided to
secure your booking and your confirmation has been dispatched by
us. On completing you’re booking and receipt of your confirmation
you enter into a contract directly with the Supplier on their terms
and conditions. See clause 22.1
23.2 Special requests
See clause 4.6
23.3 Group bookings
See clause 4.7
23.4 Payment
See clause
23.5 Security deposit
See clause 5.2
23.6 Payment of additional charges
See clause 22.6
23.7 Pricing
See clause 6
23.8 Changes, extensions and cancellations
See clause 7.1, 7.2 and 7.3
23.9 Booking conditions
See clause 22.1
23.10 Changes by us
See clause 8
23.11 Insurance
See clause 9
23.12 Website
See clause 10
23.13 Liability
See clause 11
23.14 Your accommodation
See clause 12
23.15 Arriving and departing
See clause 12.1
23.16 Facilities and services
See clause 22.16
23.17 Guest responsibility
See clause 22.17
23.18 Additional charges
See clause 22.18
23.19 Health and safety
See clause 22.19
23.20 Quality and feedback
See clause 22.20
23.21 Complaints
See clause 22.21
23.22 Privacy
See clause 22.22
23.23 General
See clause 20