The Kensington Palace Retreat

Other Rules Terms & Conditions How we will accept your order. Our acceptance of your reservation will take place when we email you to accept it, at which point a contract will come into existence between you and us. If we cannot accept your reservation. If we are unable to accept your order, we will inform you of this and will not charge you. Confirmation you are over 25 years old. By making a reservation with us you are confirming that you are over 25 years of age and agree to these terms. Our accommodation is intended to bring families together. We therefore apply a minimum age criteria. You must not make a reservation with us if you are under 25 or the eldest member of the group staying at the accommodation is under 25. This is unless your reservation includes your children. For specific properties, we require a minimum age requirement of 28 years old. We reserve the right to remove any persons from the accommodation if our booking criteria are not met or to require that they vacate it. We reserve the right to use identification matching software to confirm the identities of the lead booking guest. This software allows us to ensure that anyone booking with us provides a valid government ID and an unedited photograph of their face for comparison. We use this only for comparison purposes and the information processed through this service is kept in accordance with our privacy policy. Your reservation gives you a limited licence to enter, occupy and use the accommodation for the duration of your stay – subject to your compliance with these terms and applicable law and our rights (and those of the owner of the accommodation) and anyone authorised by us or the owner to enter the accommodation in accordance with these terms or applicable law. Such entry may be for purposes that include, but which are not limited to, entry to the accommodation during your stay to perform mid-stay housekeeping duties or repair works. Please note that children under the age of 14 must be supervised by an adult guest at all times. The accommodation is fully furnished to a high standard and includes a kitchen fully equipped with appliances, cutlery, crockery, and kitchen utensils. A Broadband Internet connection is provided at all locations. If a loss of connection occurs, and you are unable to reconnect, we will endeavour to get it reconnected as quickly as possible but we cannot guarantee that we will be able to do so. A baby cot and/or high chair may be provided if available and requested at the time of making a reservation. Subject to prior written request and payment of corresponding additional fees, where possible, we will try to comply with other requests such as to stock the fridge with basic essentials or to provide extra beds and/or housekeeping services. But we reserve the right to refuse to provide such services. You are responsible for taking all reasonable care of the accommodation and its contents. You must leave the accommodation and its contents, including but not limited to all equipment, utensils, furniture clean and tidy at the end of your stay. You must notify us of any damage, destruction, loss or disrepair to the accommodation or property in it immediately. Except in the case of normal wear and tear you will be responsible for making good any damage to the accommodation or its contents. Please note that we operate a no smoking policy. You are responsible for ensuring that the accommodation is not occupied by more people than is stated in your reservation and booking confirmation email (which is set by reference to the number of beds at the accommodation). We reserve the right to refuse admittance to the accommodation before or during your scheduled stay if we believe this condition is likely to be breached. Any payments made will not be refunded. Check in and check out. Unless stated otherwise at the time of reservation, check in is available from 3pm. All our accommodation is ‘self-check in’. You will access the accommodation by using a code for a smart lock or a code for a key box containing the keys to the accommodation. We will send you an email with instructions on how to access the accommodation between 48 and 24 hours prior to your scheduled arrival. All apartments must be vacated by 11am on the day of departure. Please switch off all lights and close and lock all windows and doors on departure. Keys must be left securely where you found them. Arrangements may be made for a later checkout where possible but this is subject to prior arrangement and we cannot guarantee availability. We reserve the right to charge you additional fees (from £300 up to the cost of a full night’s stay per 24 hour period) if you have not checked out of the accommodation and/or vacated any corresponding parking space by 11am on the day of scheduled departure and have not made arrangements with us in advance for a late check out. Security. Please keep important information like Smartlock numbers or key box codes private to keep the accommodation secure during your stay. Please leave doors and windows closed and locked and secure when not in the accommodation. Re-entry. Without prejudice to any other rights and remedies that we have, we may enter the accommodation immediately after 11am on the day of departure specified in your reservation. We reserve the right to remove your belongings left in the accommodation at that time and (subject to paragraph 10 below) accept no liability for any loss or damage to such items. Lost or stolen keys. If any keys / fobs are lost or stolen, you will be liable for the full cost of an emergency locksmith plus any replacement keys / fobs required for operating entrance doors / car park gates, etc. Nuisance and noise. Part of what makes the accommodation feel like home is the wonderful neighbourhoods they are in and we work hard to maintain a good relationship with our neighbours. Please keep the noise down and park your car respectfully. Whilst we want you to enjoy yourself we do need you to behave reasonably and responsibly at all times. Please do not do anything in or around the accommodation or allow anyone else to do anything that could be a nuisance, annoyance or inconvenience to neighbours or cause damage to the accommodation or any adjoining or neighbouring property or the neighbourhood. That means no loud parties. Noise monitors are fitted in all our accommodation. The monitors do not make recordings; they just alert us when the noise level exceeds a certain level. You must not disconnect or tamper with the noise monitor in any way. No pets. No pets of any kind are permitted unless specifically agreed by us in writing in advance. Prohibited activities. The following activities are expressly prohibited. You must not engage in or authorise any such activities in or around the accommodation: a) re-letting/subletting the accommodation or any part of it; b) smoking; c) hanging any washing clothes or other articles outside the accommodation; d) hanging or placing wet or damp articles of washing upon any room heater in the accommodation; e) using the accommodation for any parties or gatherings of more people than the accommodation has beds; f) using the accommodation or permitting it to be used for any illegal or immoral purposes; g) using or consuming or allowing to be used or consumed in or about the accommodation at any time any illegal or prohibited drugs or any other substances the use of which may be prohibited by law. Compliance with rules and procedures. You must comply with all reasonable rules and procedures in effect at the accommodation as well as any reasonable and lawful instructions we give you (in these terms and conditions or otherwise), including but not limited to health and safety and security procedures and statutory requirements. If you fail to comply, we may inform the police and /or take all such lawful steps as we consider appropriate to protect our legitimate legal and commercial interests or those of third parties. In relation to the examples set out below, and without prejudice to any other rights and remedies, we may apply the following additional charges as a genuine pre-estimate of loss and damage (in the form of additional costs and expenses we will have to incur to remedy or address your failure to comply): a) Deep cleaning: minimum £100 b) Smoking: minimum £250 c) Lost or damages StayBeyond Handy Phone: minimum £300 d) Party: minimum £5000 e) Late check out: minimum £300 up to the cost of a full night’s stay (per 24 hour period) f) Noise Complaint from Neighbours: £250 What, when and how you must pay. You must pay the price that is specified on the Website at the time of making a reservation. That price is due in full at the time of making the reservation if the reservation is made 14 days or less before the day of check in. In all other cases payment will be taken at the end of your stay from the debit or credit card used to make the reservation. All prices are quoted on the Website in GBP and, unless otherwise specified, the prices quoted exclude VAT. All prices are based on costs prevailing at the time of quotation and may be subject to change. Prices includes the accommodation and other relevant utilities (water, electricity and/or gas). We accept payment with all major debit and credit cards (i.e. Visa, Mastercard and American Express). Security deposit. At the time of making a reservation, we will take your debit / credit card details and you authorise the use of those card details to pay any sums that become due to us under our contract with you. This may include taking a refundable security deposit in advance of your stay by way of what is known as a “pre-authorisation”. Changes you request. If you wish to make a change to your reservation (eg the dates of your stay or the accommodation requested) please contact us. We cannot guarantee that any change you request will be possible. If it is, we will let you know promptly and tell you about any other relevant changes including to the price of the reservation or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. Delays or early departure. If you are delayed for any reason and unable to check in on the date specified in your reservation or need to leave the accommodation early, we will be entitled to the full payment specified at the time of making your reservation. Changes made by us. In some circumstances we may need to make a change to your reservation eg if there is an unforeseeable event affecting the accommodation or our ability to make it available or damage to or around the accommodation. In those circumstances we will give you as much notice as we can, explain the issue to you and what we propose to do about it eg offering you alternative accommodation. If we are not able to offer you alternative accommodation or you do not wish to stay at the alternative accommodation we will provide a full refund. We recommend that you take out any insurance coverage you may require or which it would be prudent to obtain in respect of any costs or expenses you may incur as a result of any changes (or attempted changes) to your reservation, delay or cancellation. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Such liability is limited to the sums you pay or which are payable under these terms in respect of the accommodation. We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights. Amendments to these terms. We reserve the right to amend these terms at any time in accordance with this provision. If we make changes to these terms we will post the amended terms on the Website and provide a notice on the Website alerting you to the changes at least 30 days before they come into effect. Your continued use of the Website will constitute your acceptance of the amended terms. We strongly recommend that you check the terms on the Website regularly and before you each reservation you make with us. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. Events beyond our control. We will not be responsible for any delay or failure to comply with these terms if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism, burglary, utilities supply failure or malicious damage to or destruction of our premises, equipment, goods or the accommodation specified in your reservation. Which laws apply to this contract and where may legal proceedings be brought. The contract between us and you any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. We and you each irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the contract between us or its subject matter or formation.