Terms & Conditions
These conditions govern all bookings made (whether through website, email, telephone or other means) with The Serviced Apartment Company Limited ("SACO" “us “we”) registered in England under number 2792192 whose registered office is at 7 Whiteladies Road, Clifton, Bristol BS8 1NN. 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 the Site Terms and these Booking Conditions.
1 Booking
Any booking made by you shall be deemed to be an offer by you to purchase the relevant apartment arrangements subject to these conditions. A contract between you and SACO shall only come into existence:
- if booking by telephone, once your Reservations Executive has confirmed acceptance of your payment details; or
- if booking via our website or email and the requested apartment is available, once you receive confirmation by email of your booking with the relevant booking link. It is your responsibility to check your emails regularly and to advise us of any change to your email address.
In respect of all bookings relating to apartments not operated by SACO, SACO acts as an introductory agent on behalf of our preferred suppliers. Your contract for such bookings will be with the actual preferred supplier. All such bookings will be also subject to the relevant preferred supplier’s conditions in addition to these conditions. The booker will be notified at the time of booking if further preferred supplier’s conditions will also apply.
We reserve the right to refuse, at our sole discretion, any booking you make with us. It is the responsibility of the booker to notify SACO at the time of booking of the names of the relevant guests and whether they are adults or minors. Bookings for accommodation require at least one full name for each apartment. For maximum occupancy in an apartment see Clause 8 below.
At SACO operated apartments, non-corporate bookings will not be accepted from any paying guests under the age of 25. Proof of identification and date of birth may be requested at check-in. Should proof of identification and date of birth not be presented on request, SACO reserves the right to cancel the booking.
Please check your details carefully before you book as incorrect or incomplete details may result in the booking being cancelled. Passport, visa and health requirements for you and your party are your responsibility. You are advised to ensure that you put in place appropriate travel insurance policies to cover cancellation, medical cover and cover for loss or damage to personal property during your stay.
To confirm your booking SACO requires a completed booking form or a completed booking link via the internet. Telephone bookings are confirmed only when SACO has accepted the booking in writing or by email and has taken payment in full. Payment in full is required at the time of booking, unless otherwise agreed in writing. For Jersey bookings a deposit must be paid at the time of booking and this amount will be deducted from the final accommodation charges invoice. Please note that payment for bookings in Jersey is due 8 weeks prior to arrival, unless otherwise agreed in writing. Should payment not reach SACO within the required time SACO reserves the right to suspend or cancel any bookings made and any deposit paid may be forfeit. Any late payments will result in interest being charged on the sum due at a rate that is 6% above Bank of England base rate for the period concerned.
Payment should be made either through SACO's website or through the following methods of payment:
- Bookings made by Diners Club and American Express Card (Amex) will incur a transaction fee of 3% of the total payable. Bookings made by Visa Credit Card and MasterCard will incur a transaction fee of 1% of the total payable. There is no transaction fee when booking with Visa Debit Card or Maestro/Solo.
- Company Cheque: Pounds Sterling or Euro payable to 'The Serviced Apartment Company Limited'.
- Bank Transfer: Pounds Sterling or Euro (bank details are available on request).
We may pass your debit/credit card details to a third party to process any payments.
Where SACO is unable to confirm the initial requested accommodation, an alternative may be provided and an email or other notification will be sent to inform you of the details. SACO will endeavour to hold the reservation for 48 hours in order for you to signify acceptance by making payment in full.
As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell SACO immediately. However, we regret SACO cannot accept any liability if it is not notified of any inaccuracy in any documentation within 48 hours of it being sent out. If there is an obvious error in the confirmation or invoice, SACO reserves 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. If any of these changes are material and are not acceptable, then you will be entitled to a full refund.
2 Rates
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. Rates can go up or down. Rates quoted are based on the rates prevailing at the time a booking is confirmed (in the currency requested). Once a booking has been confirmed SACO will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of currency fluctuations. VAT is charged at the rate in force at the time of booking.
As an agent for its preferred suppliers, SACO will pass on any rate increase in accordance with the conditions of the contract with your supplier as soon as we are made aware of the increase by your supplier.
3 Security Deposit
A Security deposit to cover any additional charges, including breakages, damages and additional cleaning incurred during your stay, may be taken at the time of booking or on arrival at the apartment. SACO reserves the right to deduct from the Security deposit, without further notice, all amounts chargeable under these Booking Conditions, including, further accommodation charges. SACO reserves the right to vary additional charges without notice.
4. 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 the additional charges detailed above. Additional charges may be payable direct to the Apartment provider in some instances.
Additional charges will be deducted from any Security deposit held or from a debit/credit card supplied in settlement of any outstanding sums and after an inspection of the vacated apartment. SACO will provide the booker /guest with a breakdown of the additional charges where applicable. If additional charges are taken from the Security deposit the remainder will be refunded at the end of the guest’s stay to the person who paid the Security deposit.
In relation to any additional charge payable, in the event that payment under a debit/credit card is declined for any reason, or no card details are provided, SACO reserves the right to charge the booker or guest direct and this invoice is payable within 7 days of issue.
At SACO operated apartments, additional charges include:
- Telephone Calls: Telephone calls are charged separately. It is the guest’s responsibility to pay all telephone call charges incurred during their stay in an apartment. Sometimes, telephone call charges are provided by a third party supplier. Where this arrangement exists, it is the guest’s responsibility to set up a charge account with the service provider direct (details available in the apartment).
- Broadband: Broadband is available in all apartment locations and where applicable will be charged for separately. Where broadband is offered, SACO will make every effort to ensure that the service is available at all times, but SACO cannot guarantee any internet or broadband connection availability. If there is a fault which is deemed by SACO to be associated with the user’s hardware or software, no support will be available. The weekly charge for broadband entitles usage of up to 1GB of data transfer per week. Usage over and above this level will be charged at £15 plus VAT per GB per week thereafter. Use of the internet is on the understanding that under no circumstances will SACO be held responsible for any actions that may arise from the use of a guest’s internet connection. SACO reserves the right to pass on any records to the authorities if required to do so. SACO accepts no responsibility for any virus that may be received following a guest’s use of the internet; we recommend that your equipment utilises sufficient software protection.
- Cleaning: SACO expects the apartments to be left in a reasonable state on departure. If, at SACO’s discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge. When the duration of the reservation is in excess of 28 days, a discretionary final cleaning charge of up to £100 plus VAT may be charged. In addition, if an apartment is deemed unfit for occupation, the booker /guest will be obliged to pay compensation to SACO for loss of revenues in addition to the costs of cleaning and repair. SACO reserves the right to charge £100 plus VAT (in addition to the general cleaning charges) for specialist cleaning to an apartment and/or its contents where smoking has taken place in a smoke free building.
- Damages: Damages to the apartment or contents caused by the guest must be paid in full by the booker. In the event of any breakages or damage discovered after the guest vacates, SACO will notify the booker by e-mail within 1 week of the guest’s departure, providing a detailed breakdown of the applicable charges and the cost of rectifying them. Where possible, photographic evidence will also be supplied. Inventories and condition reports can be provided at the beginning and at the end of the accommodation period if required at a cost of £50 plus VAT.
- Keys: SACO will issue the guest with sets of keys (as relevant) and extra keys are available on request. If the issued keys are not returned on departure a charge of up to £50 plus VAT will be made to the booker. If between the hours of 10 pm and 8 am a guest locks themselves out of the property and/or the apartment and requires assistance to re-enter the property and/or the apartment, SACO reserves the right to charge £50 plus VAT call out charge in addition to the charge for lost keys.
- Call Outs: If the emergency call out number is used to call out the apartment manager between the hours of 10pm and 6am for any purpose other than an emergency, SACO reserves the right to charge the booker a call out fee of £50 plus VAT.
- Storage of Luggage: Where facilities are available and at its discretion SACO can store guest’s luggage at an additional charge.
- Other Chargeable Services: Details of additional chargeable services at SACO operated and preferred supplier apartments are available on request; e.g. extra cleaning, additional laundry services, parking.
5 Arrivals and Departures
Apartments are available for occupation from 4pm on the day of arrival to 10am on the day of departure. Any additional hours of occupation outside the available times in each period of 24 hours will be charged as one extra day unless otherwise agreed. Early check in/late check out cannot be guaranteed unless the booking is made from the night before arrival/for the night after departure. Key collection details will be provided to the booker prior to the check-in date. Many apartments operate unmanned receptions so access codes and other relevant details will be provided only after a booking is confirmed. It is then the booker’s responsibility to ensure that the guests have all the key, access codes and other relevant information, provided to them by SACO, to allow guests to access the apartments.
6 Changes and Cancellations
Once a booking has been confirmed by us, should you wish to change your booking, all requests for changes must be made in writing and SACO will do their best to help. Where changes can be made an administration fee of £25 plus VAT per booking will be payable to SACO once any change has been made together with any other resulting costs (for example any increase in price).
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.
Cancellations:
- SACO’s cancellation policy is set out below, however, where SACO acts as an agent for a preferred supplier the cancellation determined by that supplier may differ from SACO’s own policy. The specific cancellation policy should be requested at the time of booking and will be stated on the guest's confirmation.
- Requests for cancellations and changes must be made by contacting SACO’s Reservation Team during office hours. Any cancellation or change notified directly to the Preferred Supplier will not be effective. Bookings not changed or cancelled through SACO will be subject to a 100% charge.
- All cancellations must be confirmed in writing (email is acceptable). Cancellation charges will be applied in relation to the notice period between notification of cancellation and the date of stay at each apartment within a booking.
- Transaction fees are non-refundable.
Stays of less than 7 nights
SACO must receive notification of cancellation for bookings from 1 to 6 nights, at least 7 days prior to midday on the day of arrival. Cancellations received less than 7 days (except for Jersey bookings where the provisions set out below will apply) prior to arrival will be subject to 100% cancellation charge.
Stays of 7–27 nights
SACO must receive notification of cancellation for bookings from 7 – 27 nights at least 7 days prior to the actual arrival date. Where notification of cancellation is received less than 7 days (except for Jersey bookings where the provisions set out below will apply) prior to the arrival date SACO will apply a minimum cancellation charge of 7 nights accommodation.
Stays of 28+ nights
SACO must receive notification of cancellation for bookings of 28 nights plus, at least 28 days prior to the actual arrival date. Where notification of cancellation is received less than 28 days prior to the arrival date SACO will apply a minimum cancellation charge of 7 nights accommodation (except for Jersey bookings where the provisions set out below will apply).
Jersey Bookings
The following notice periods and cancellation charges will apply
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Number of days before arrival date that notification of cancellation is received
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Cancellation Charge – as a percentage of total accommodation charges
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More than 56 days
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Full deposit
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43-56 days
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50%
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29-42 days
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70%
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8-28 days
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90%
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7 days or under
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100%
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Non-arrivals will be treated as a cancellation and will be subject to a 100% cancellation charge.
If you wish to cancel or change an extended booking (see “Extensions” below), you will be liable to pay the total charges for the extended period in accordance with the scale above. These charges apply to notification advised prior to arrival and/or during your stay.
SACO reserves the right to treat an early departure or reduction in the number of nights or apartments booked which results in a reduction in the overall charges payable as a cancellation.
SACO does 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. SACO reserves the right to do so. If this does happen, SACO will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled SACO will, if possible and as soon as is reasonably practical, offer you an alternative apartment (from the range advertised by SACO) of similar type and standard in a similar location for the same period. As the alternative property is likely to be operated by a different preferred supplier to that of the original apartment booked, the advertised cost of the alternative apartment will be payable. If the alternative apartment is advertised at a lower price, you will receive a refund (if you have already paid the total accommodation charges) of the price difference. If you do not wish to accept a change or any alternative apartment offered or SACO cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to SACO unless this is the result of an Event beyond our Control – see Clause 10 below. You should tell SACO as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively if you want a refund.
Group Bookings
SACO defines a group as being three apartments or more being booked in the same location for similar dates. For group bookings, the minimum cancellation charges that will apply per group booking regardless of length of stay, are the same as for stays of 28+ nights as detailed above.
7 Extensions
- If you wish to extend a stay, SACO requires notice in writing. Please give as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change. Failure to give SACO notice in writing of an intention to extend a stay may result in your apartment being booked by another guest.
- Where notice of intention to extend your stay has been given, SACO reserves the right to take all additional payments and charges from any credit/debit card used to make the original booking (plus any further deposit requirements). Where payment has been made by cheque or bank transfer, an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.
- No administration fee is payable when a booking is extended.
8 Accommodation and Occupancy
All apartments are occupied as serviced apartments and on the basis that no rights of tenancy are created, If this contract is with an individual person (as opposed to a company) then by entering into this agreement the person is declaring that the apartment booked is not his/her principal place of residence.
SACO acts as an agent on behalf of its preferred suppliers in relation to the accommodation owned or controlled by those preferred suppliers. Reasonable care has been taken that the content of the SACO 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 the SACO website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that SACO cannot check the accuracy of all information provided by its preferred suppliers. SACO reserves the right to notify you of any changes to the published content of they are made aware of it. Given the above factors, SACO does not warrant that any of the content on the SACO website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. SACO's website may link to other websites and SACO is not responsible for the data policies, content or security of these linked websites.
You should note the following points about SACO operated and preferred supplier apartments:
- apartments are individual and vary in style, size and layout so furnishing details are not uniformly standard. Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival.
- The SACO website (and/or other means of promotion or advertising) may contain a plan of the layout of the apartment. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan.
- The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra beds can be provided and this will be at a charge to be agreed at the time of booking. If the number of people permitted to occupy an apartment is exceeded, SACO or the preferred supplier may refuse access to the accommodation and reserves the right to charge for additional apartments.
- You and your party must comply with any rules and regulations set by SACO, if the apartment is SACO operated, and/or the preferred supplier in relation to their apartments. In any event we recommend that you take time to familiarise yourself with the safety procedures in the apartments, the building and local area, paying particular attention to fire evacuation details and security.
- You and the other members of your party are responsible for payment of any charges made for use of facilities, such as but not limited to telephone calls, broadband, additional laundry services, parking and for any other fees levied by SACO and/or the preferred supplier (under these or the preferred supplier’s conditions) for the use of amenities (see Clause 4 above).
- Accommodation might not be able to operate heating and air-conditioning at any one time.
- Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.
- SACO shall use reasonable endeavours to retain any items left in apartments for up to 3 months after the guest’s departure date. Please email guestservices@sacoapartments.co.uk for enquiries relating to any lost items.
9 Restrictions
In relation to SACO operated apartments the following restrictions apply as standard. There may be other restrictions at preferred supplier apartments. Full details are available on request:
- Smoking: SACO operates a non smoking policy in its own operated apartments. Smoking may also not be allowed in preferred supplier apartments and should you wish to smoke during your stay you should ensure at the time of booking that you are permitted to do so in your chosen apartment location.
- SACO operates a strict security policy to ensure the health and safety of all our guests and staff. Non residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy. Any guests who do not comply with this policy may be asked to find alternative accommodation and SACO reserves the right to cancel their booking with immediate effect and without refund.
- Pets: SACO regrets that pets are not allowed in the apartments.
10 Liability
SACO is responsible for its own operated apartments, subject to these conditions. SACO acts as an agent for its preferred suppliers and any contract relating to an apartment owned by a preferred supplier is made direct with the booker/guest and that preferred supplier and, other than its general management and booking obligations detailed in these conditions, SACO shall not be liable to any party for any amounts in relation to any acts or omissions under or in relation to that contract or the relevant preferred supplier apartment. SACO is not responsible for the theft and/or damage of your personal belongings during your stay in any apartments booked. Therefore you are advised to ensure you have appropriate insurances in place.
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 SACO 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 the liability of SACO 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 SACO, or any liability that cannot by law be excluded.
Subject to the paragraph above, SACO 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, that business shall indemnify SACO 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 SACO arising out of or in connection with your, or your business’, 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, SACO’s 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 SACO under your booking.
Many apartments advertised on the SACO website or on SACO printed literature are owned and operated by preferred suppliers. Whilst SACO endeavours to ensure the highest standards for preferred supplier’s apartments, it does not warrant that, in booking these apartments on your behalf, the apartment is managed in accordance with local national laws including health and safety and insurance. You also understand that although a preferred supplier may comply with local national laws, the rights and remedies under such laws may be different to that of England and Wales.
SACO shall not be liable for any failure or delay in performance of its obligations which results directly or indirectly from any cause or circumstance which is beyond its reasonable control affecting the building or the local area.
Events beyond SACO’s Control shall include but is not limited to the following: 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.
Other than in relation to death or personal injury caused by SACO’s negligence, or any other liability that by law cannot be excluded or restricted, SACO’s 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 SACO.
11 Nuisance
Guests are expected to behave in a reasonable manner and to allow fellow guests to enjoy peacefully the surrounding environment. SACO reserves the right to cancel any booking with immediate effect and without refund if a guest’s behaviour is causing any sort of nuisance or disruption to fellow guests or uses threatening or abusive behaviour towards our staff on the phone, in writing or in person.
12 Services
Although SACO will make every effort to ensure that guests enjoy a peaceful stay, SACO 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, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property. However, upon notification by a guest/booker, SACO will use its best endeavours to maintain and rectify (within a reasonable period of time) all services and issues (within reason) to SACO operated apartments, and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.
13 Feedback and Complaints
SACO aims to deliver the best possible service, but in the unlikely event that you are dissatisfied with the service offered, you should notify SACO in writing or by email as soon as possible in relation to any complaint about the booking service. In relation to any complaint about the apartment, you should notify the apartment manager as soon as possible in the first instance. If the problem cannot be resolved during your stay, you should write to Guest Services, at SACO, 7 Whiteladies Road, Clifton, Bristol, BS8 1NN, United Kingdom or you can call us on 0117 970 6999 or email guestservices@sacoapartments.co.uk. Our policy is to acknowledge any complaint within five working days, advising you of who is dealing with your concerns and attempt to address them.
14 General
SACO reserves the right to change these conditions from time to time. Should guests be in breach of any of these conditions, SACO reserves the right to request that guests vacate their apartment within 24 hours. 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.
15 Privacy
We may use your contact details to inform you of our products including special offers that we think may be of interest to you. If you do not want us to use your contact information to send details of our products to you please let us know by email to
info@sacoapartments.co.uk. All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy which, with our website use terms, are incorporated into these conditions. From time to time we randomly record telephone calls as a security measure and to monitor and improve customer service.
Last Updated: 23rd April 2009
SACO The Serviced Apartment Company Ltd