Frequently Asked Questions
How much notice do you need to book accommodation?
Where is your accommodation located?
Do you have Wi-Fi?
Are there cooking facilities in the accommodation?
Do you offer an accommodation cleaning service?
You may book with us as little as 24 hours’ notice.
The property is located at Pembrey Gdns, Wolverhampton WV2 2AL, UK.
Yes, Wi-Fi is available. The Wi-Fi details will be sent to you via email before checking in.
We have a fully equipped kitchen with a cooker, microwave, and kettle. Crockery such as plates, bowls, and mugs, as well as cutlery, are also included.
A local professional cleaner will visit the accommodation and clean each room including replacing towels and linens. We can arrange for bi-weekly or monthly cleaning for longer term stays.
Property Booking Terms & Conditions
1. The Booking1.1. Your booking is with Sapphire Rose Properties Ltd (referred to as “SRP” in theseterms and conditions) a limited company registered in England and Wales undernumber: 13660926 whose registered office is at 20 – 22 Wenlock Road, London,N1 7GU.
1.2. References to you or your are references to the person or organisation booking
with SRP.
1.3. These terms apply to bookings made via the SRP website, by email or telephone or in person with SRP. Bookings made via Booking.com and Airbnb will be subject to their own respective terms and conditions.1.4. Your booking is confirmed and a legal contract concluded once your paymenthas been successfully made. No booking is made or contract concluded whenpayment is declined or unauthorised.
1.5. You agree that the booking is for a short term stay for leisure, business ortemporary purposes and does not give right to an assured shorthold tenancy orlease and is an excluded agreement within the meaning of s.3A(7)(a) of theProtection from Eviction Act 1977.
1.6. Bookings can be for any length from one night up to three months (any bookings longer than 3 months must be agreed with the company director). Bookings maybe made at any time up to 9.00pm on the first night of your stay.
1.7. Bookings may only be made by a person aged 18 or above and there must be at least one person aged 18 or above staying in the accommodation.
1.8. You may not resell or re-assign your booking to any other person or organisationexcept with the express authority of SRP.
2. Payments and Cancellations
2.1. All payments shall be made by Credit or Debit Card, or bank transfer. SRP donot charge a fee.
2.2. Full payment is required upon booking unless expressly agreed otherwise by SRP.
2.3. The total price for your entire stay will be presented to you before you confirmyour booking and make payment. Our pricing is dynamic and therefore the pricefor the same or similar accommodation may vary over time after your booking ismade. This does not confer upon SRP any right to require additional paymentwhere the price increases and does not confer any right on you to a discount ifthe price decreases.
2.4. SRP may cancel the booking at any time up to 30 days prior to the first day of yourbooking with SRP in which case a full refund will be made to you.
2.5. If you cancel the booking within 14 days of the first day of your booking, then SRPreserves the right to retain the full amount paid. Any refund will be at SRP entirediscretion unless it is able to book out the accommodation to other guests, inwhich case it shall make a refund to you of your booking cost, less any differencein price where the replacement booking was off a lesser value.
2.6. SRP reserves the right to cancel bookings within 7 days of the first day of thereservation where it is necessary due to reasons outside of SRP reasonablecontrol or in the event of an overbooking due to delays or errors within thebooking system. In the event of such cancellation the client will receive a full refund.
3. Your Stay
3.1. Check-in time is from 4pm and check- out time is no later than 10am, unlessexpressly agreed by SRP otherwise. SRP may request an additional payment forearlycheck-in or later check-out. Information on the check-in and check-outprocedure and access to the accommodation will be provided separately in an email.
3.2. SRP provides serviced accommodation rather than a hotel or guest house service. SRP does not provide meals or newspapers.
3.3. Included in your property will be linen and towels. A cleaning service is provided and further information is available on request.
3.4. You are responsible for the conduct of all persons staying within theaccommodation and shall ensure that they comply with these terms and conditions.In particular you and your guests must not:
a) Smoke in the premises. All rooms and common spaces in our accommodationare strictly non- smoking, you and other guests may only smoke outside of thepremises.
b) Bring any pets into the premises, with the exception of assistance dogs agreedby SRP.
c) Bring any potentially dangerous or hazardous materials or equipment or illegalsubstances onto the premises, including any kind of drugs paraphernalia.
d) Bring any potentially dangerous or hazardous materials or equipment or illegalsubstances onto the premises, including any drugs paraphernalia.
e) Tamper with any fire alarms or emergency equipment.
f) Remove, damage or destroy any SRP property.
g) Use any technology provided by SRP to download or access unlawful material.
h) Cause unreasonable disturbance to our other guests or any SRP staff.i) Make excessive noise particularly after 11pm especially from TV’s and electronicdevices
j) Fail to return your keys/fobs/cards at the end of your stay as, in the interests ofsecurity: we may have to replace the corresponding locks.
4. Damage, Theft and Costs
4.1. SRP reserves the right to charge the credit/debit card used for payment or anyother card used to provide security in respect of:
4.1.1 The cost of replacing or repairing any property of SRP including furniture,upholstery, fittings, appliances or other fixtures and items which are damagedduring your stay;
4.1.2 The cost of replacing any items of property which are stolen from theaccommodation during your stay
4.1.3 Any breach of our non-smoking policy. A standard charge of £75 will becharged to your card where we find evidence of smoking within theaccommodation to cover cleaning costs but we reserve the right to chargeadditional amounts to cover any damage caused by smoking
4.1.4 Consumption, sale or misuse of any illegal substances or associatedparaphernalia. A standard charge of £100 will be charged to your card wherewe find evidence of illegal substances within the accommodation to coverresponsible removal and additional cleaning costs, but we reserve the right tocharge additional amounts should there be reasonable requirement to do so.
4.2. Such costs may be charged on check-out but SRP reserves the right to apply suchcharges to your card at a later date where necessary.
4.3. Where SRP is unable for any reason to apply such a charge against your credit/debit card then an invoice will be sent to you and which you agree to pay within 14 days of receipt.
4.4. SRP will provide a receipt including a break-down of costs for all additional chargesmade to your credit or debit card.
4.5. Loss of SRP property and other additional charges that could be incurred during your stay at the property are listed below:
a) Lost keys – £100.00
b) Emergency Call out charge (outside working hours) – £100.00
c) Excessive cleaning – £30.00 per hour
d) Disruption / Noise complaints / Disruptive Social Gatherings – £100.00
e) Inappropriate items flushed down toilet – £150.00
f) Late check-out – £25.00 (until 12pm)
g) Early check-in – £25.00 (before 4pm)
h) Damaged items and/or decor/furniture/fittings – case by case basis to coverrepair/replacement
5. Privacy, Data Protection and Credit/Debit Card Security
5.1. SRP processes information about you that you provide when making areservation and/or upon check- in in accordance with our privacy policy. Byproviding this information you consent (on your behalf and on behalf of eachmember of your group) to such processing and you warrant that allinformation provided by you is accurate.
5.4. We use a secure third party service to process card payments(https://chargeautomation.com) This service is PCI- DSS compliant and allowsus to make charges to your credit and debit card in accordance with theseterms. We do not make or store any copy of your card details in our ownsystems or elsewhere. You can read the privacy policy of the third partyprovider here: https://chargeautomation.com/privacy-policy/
6. Complaints
6.1. SRP want to ensure that you have an enjoyable stay.
6.2. If you have a problem during your stay please talk to any member of staff who willbe able to help you. If SRP are unable to informally resolve any complaint you haveat the time of your stay then you may submit a formal complaint in accordance withthis procedure. Formal complaints should be submitted in writing using the contactdetails below. Please provide as much information as possible in order that SRP mayproperly investigate your complaint.
6.3. Your complaint will be dealt with by an appointed member of the SRP managementteam. SRP aims to respond to formal complaints within 10 business working daysbut if this is not possible SRP will notify you of this and of when it expects to respond. SRP will set out the outcome to your complaint in writing.
6.4. SRP reserves the right to reject without further investigation any vexatiouscomplaint or complaint made in bad faith. Email address for complaints: info@sapphireroseproperties.com
7. Limitation of Liability
7.1. The liability of SRP to you under these terms and conditions shall be limited to thetotal value of your booking (unless the Hotel Proprietor’s Act 1956 applies, in whichcase our liability will be limited to the maximum prescribed under that Act) exceptwhere such loss is caused by our negligence, in which case it shall be limited to anydirect and reasonably foreseeable loss suffered by you.
7.2. SRP shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation or goodwill.
7.3. SRP shall not be liable for any damages or loss caused by conditions or eventsbeyond its control including, but not limited to:
a) Strike, lockout or other labour dispute affecting the employees of SRP;
b) Acts of God;
c) Natural disasters;
d) Acts of war or terrorism;
e) Act or omission of government, highway authorities or telecommunicationscarrier, operator or administrator;
f) Delay in manufacture, production or supply by third parties of equipment orservices required for the performance of the Services or production and supplyof the Goods;
7.4 Nothing in this clause or these terms shall limit SRP liability for death or personal injury or in respect of fraudulent misrepresentation.
8. Severability
8.1. If any provision or provisions of these terms and conditions shall be held to beinvalid, illegal, unenforceable or in conflict with the law of any jurisdiction, thevalidity, legality and enforceability of the remaining provisions shall not in any waybe affected or impaired thereby.
9. Waiver
9.1. The failure of any party at any time to require performance of any provision or toresort to any remedy provided under these terms and conditions shall in no wayaffect the right of that party to require performance or to resort to a remedy at anytime thereafter, nor shall the waiver by any party of a breach be deemed to be awaiver of any subsequent breach. A waiver shall not be effective unless it is in writingand signed by the party against whom the waiver is being enforced.
10. Entire Agreement
These terms and conditions constitute the entire agreement of the parties andsupersedes all prior communications, understandings and agreements relating tothe subject matter hereof, whether oral or written.
11. Third party rights
Nothing in this Agreement is intended to, nor shall, confer any rights on a third partyunless expressly provided otherwise.
12. Jurisdiction
This Agreement shall be construed in accordance with English Law and the Courts ofEngland and Wales shall have exclusive jurisdiction in so far as any matter arising from this Agreement is required to be referred to a court of law.
Summary
Arrivals & Departures
Check in is from 4pm Check out is 10am
Early check in/Late check out available on request £25
Please note £200.00 will be pre-authorised as a security deposit on the card thebooking was made with.
Keys and Security
Lost or stolen keys will be charged at £100 per key.
All Keys MUST be left in the key box and not taken away from the property. If the Guest loses or misplaces their keys and assistance is required outside of office hours (9.00am – 6.00pm Monday – Friday) an additional charge of £100 will be made toassist the guest in accessing their apartment.
All windows need to be closed and locked on departure and when not in the propertyfor security reasons. If windows are left open there will be a charge of £30 per open window.
Cancellation Policy
Notice of cancellation is required at least 14 days prior to arrival. Cancellations madeless than 14 days prior to arrival no refund will be issued. If your stay is reduced inlength (for any reason) the above cancellation terms will apply to shorten the stay.
Property Use & Conditions
The named client above and any guests will agree to check out on the date above anduse the property only as a short term residence, and acknowledge this is NOT a tenancyagreement, assured shorthold tenancy, and the checkout date is the date you and yourguests agree to checkout of the property.
Smoking is not allowed in the Property we reserve the right to charge the Guest’scredit/debit card of £75. The Guest is responsible for taking all reasonable care of the property and its contents.The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of the hire period.
Except in the case of normal wear and tear the hirer will beresponsible for making good any damage to the apartment or its contents, which hasoccurred due to negligence, wilful damage or irresponsible behaviour on the part ofthose occupying the apartment or their guests.
The Guest understands that they will be invoiced 100% for any losses, claims, damageor expenses caused by their actions and incurred by the landlord during their stay in the Property.
This applies also to the consequence of any actions caused by anyone theguest has brought into the building.We have the right to terminate a booking at any time on the grounds of abuse to staffor other guests, mistreatment of the property or breach of these terms or criminal activity on the part of those occupying the apartment or their guests.
Access to the property is not exclusive to the Guest. Authorised staff from SRP have theright of access to the property at all reasonable times (and at all times in case ofemergency without notice to the Guests).
Under no circumstances are pets of any sort permitted in the property.The maximum number of people allowed in the property should be stated on theoriginal booking and not exceed this number. If this is exceeded £50 per person will becharged.
SRP does not accept liability or provide any insurance cover for the loss or damagecaused to the Guest or their possessions. Valuables should not be left in the house/apartment.
Charges
Any extra guests not agreed prior will be charged at £50 per guest per night.
No Smoking in the house - £75 Fine
Lost Keys £100
Inconvenience call out to property £100.
This document confirms you have read the above and is fully binding. You accept and authorise any extra charges made to your credit / debit card as a result of any breachesof the above.