General Business Terms and Conditions
These Terms and Conditions relate to any reference made to WelcomeDwelling.Com and cover all bookings whether placed through our website, a third party or preferred supplier or via email, telephone or other means.
By booking with WelcomeDwelling,Com Limited you are agreeing to these terms and conditions whether personally or on behalf of any guest, group or company you may be booking for. Therefore all guests must comply with any rules and regulations as set out below by WelcomeDwelling,Com Limited.
Your booking unless otherwise stated is with WelcomeDwelling,Com Limited (a Limited Liability company, registered in England No. 11946467), registered office: 13 Loampit Hill, Lewisham, London SE13 7TH, U.K.
In addition, by visiting or using our website you agree to comply as above with these terms and conditions.
Any booking made by you will be deemed to be acceptance of an offer to purchase the relevant accommodation or apartments subject to the following terms and conditions:
A contract between WelcomeDwelling.Com Limited (or its recommended supplier) and you or any third party or company on whose behalf you are booking shall only come into existence under the following circumstances:
If booking by telephone, once we have your payment details & payment has been successfully made or credit terms agreed.
Once we have details of all guests and they do not exceed the maximum occupancy of the property booked or the age restrictions of the accommodation. Any disabilities or circumstances which affect your stay should be notified at the point of booking.
All guest Names, and Contact Telephone numbers are required at the time of booking including whether they are adults or minors.
Once we have sent a confirmation to you or your guest and this has been acknowledged by telephone or in writing.
If booking directly on or via our website, once we have your payment details and payment has been successfully taken.
Once we have details of all guests and the number does not exceed the maximum number of occupants for the property booked or the age restrictions of the accommodation. Any disabilities or circumstances which affect your stay should be notified at the point of booking.
All guest Names, and Contact Telephone numbers are required at the time of booking including whether they are adults or minors.
Once a confirmation has been sent. At this point we will assume its successful receipt unless informed otherwise within 24 hours. We reserve the right to refuse any booking at any time.
Once we have your written authority to place the booking, along with payment details & payment has been successfully made or credit terms agreed.
Once we have full details of all guests /occupants and the number of guests does not exceed the allowable number for the property or the age restrictions. Any disabilities or circumstances which affect your stay should be notified at the point of booking.
All guest Names, and Contact Telephone numbers are required at the time of booking including whether they are adults or minors.
Once we have confirmed availability and you have received confirmation of the booked property.
Upon check-In, guests are kindly required to show the credit/debit card used to pay for the booking (unless booked by the guest company), and a valid photo ID, such as passport or driving licence.
As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct, please let us know immediately. We regret 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.
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 the time of booking, so we can help you select the most suitable apartment for 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.
For Group Bookings, special conditions may apply, and these will be advised at the time of booking. Cancellation charges, and notice periods may differ, and will be advised at the time of request.
Payment in full is required at the time of booking, unless otherwise agreed. If payment does not reach us at the required time, we reserve the right to suspend or cancel any booking made. Payment should be made in GBP (Great British Pounds) by: Credit or Debit card. There is no transaction fee on card payments. Credit card details must match the security checks. We may pass your debit/credit card details to a third party to process any payments. Bank Transfer: (bank details available on request). We do not accept CASH for accommodation. The credit card that is used for the booking needs to be owned by the guest, or the verified guest company business card. Any commission invoices due should be submitted to: [email protected], within 12 months of the departure date, invoices not received within this time will be rejected.
Additional One-Off Fees, per stay
A One-Off Cleaning Fee, and Bed Linens Fee, may be payable for your stay, and you will be advised prior to your booking, and payment will be taken at the time of booking.
A Security Deposit to cover “additional charges”, 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. For Additional charges, refer to page 10.
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, “additional charges”. 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 directly for these charges.
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. 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. VAT is charged at the rate in force, at the time of booking.
Refundable, and Non-Refundable Rate
Once the booking is made the credit card is checked for any discrepancies. The card is charged in full at the time of the booking. Upon making the booking, you will receive a booking confirmation via email, and from that moment the cancellation policy will apply.
If the payment cannot be completed, you will be notified that new details must be provided. If we do not receive new details, we are obliged to cancel the reservation in our system. If the cancellation policy is based on a Non-Refundable Rate, you will be liable to pay the cancellation fee, and this debt may be passed to debt collectors for collection.
Changes, Extensions, and Cancellations
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 which may result in an increase or decrease in rate depending on the date and length of stay.
Changes to the arrival date to later than the original date confirmed, will be treated as a cancellation, based on the breakdown below. 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.
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 you billing address, and payment must be made by
- com 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. Non-arrivals 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
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. 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 the length of stay, is the same as for stays of 31 + nights.
Changes by Us;
We do not expect to have to make any changes to your booking, however, occasionally bookings have to be changed or cancelled, or caused by errors in information, or due to 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 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.
|LENGTH OF STAY/RATE PLAN||NOTICE PERIOD||CANCELLATION CHARGE|
|7 – 30 nights (FLEXIBLE RATE)||7 days prior to arrival date||Minimum 7 nights|
|7 – 30 nights (NONREFUNDABLE RATE)||N/A||NO REFUND|
|31+ nights (FLEXIBLE RATE)||31 days prior to arrival date||Minimum 14 nights|
|31+ nights (NON-REFUNDABLE RATE)||N/A||NO REFUND|
Events beyond our control include, but are 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, 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, blockade.
We are not responsible for the theft, and/or damage of your personal belongings, during your stay in any apartment booked, or any cars/bikes parked at our properties, or in the local neighbourhood. Therefore, you are advised, to ensure you have appropriate Insurances in place. In addition, you are advised to ensure, that you have appropriate travel Insurance to cover cancellation, and medical expenses.
Website, Social Media, and Marketing
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, social media, marketing (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. 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, 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.
We are responsible for our own operated apartments, condition, subject to the following:
- All warranties, condition, 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
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, or
- any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, 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
– 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.
Your Booked 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. You are not permitted to reside in the apartment for more than 182 nights consecutively. Although we would love to, we cannot guarantee an exact apartment number 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.
Check-In and Check-Out
The specific Check-In and Check-Out policy should be requested at the time of booking, and will be stated on the confirmation. Early/Late 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.
Check-In is at 15.00 (3pm)
For the majority of our properties Welcomedwelling.com will meet you at the apartment with the keys, any time from 3pm to 8pm each night. Your confirmation will advise you to call our offices approx. 40 mins before arrival to confirm the timing. If you do not call to confirm we cannot be responsible for any delays.
Early Check-In can be arranged from 12.00 midday but may be subject to additional charges, usually £30 excluding VAT.
Late Check-In may be arranged subject to the availability of our staff from 8pm to 10.00pm (outside working hours) but may be subject to additional charges, usually £40 excluding VAT.
If Welcomedwelling.com needs to delay the Check-In time, we will always inform you in advance. This may be due to unforeseen circumstances such as maintenance issues or delays with previous guest departures.
For properties not operated by Welcomedwelling.com, guests /occupants or bookers will be informed of the specifics of their Check-In timings and terms prior to arrival.
Check-Out is at 11.00 am (sharp).
Please leave your apartment on time as our cleaning teams will be waiting to gain access. Failure to leave on time may result in additional charges (up to one day’s rental) due to delays for incoming guests or having to reschedule cleaning teams.
If you do need to delay your scheduled departure time please
contact Welcomedwelling.com at least 24 hours in advance and we will try to accommodate your request. This may not always be possible due to incoming guests and additional charges may still be due.
On departure please remove all your rubbish, personal belongings and any food. Failure to remove all items or leaving the property in an unacceptable state will result in additional charges.
Return all keys / fobs / car permits or remote controls to Welcomedwelling.com on departure, to a member of the team or a pre-arranged location.
Facilities and Services
Your apartment is cleaned prior to your arrival, and Suite will have a bed with fresh bedding, and fresh bath, and hand towels. We provide all of our guests with toiletries, Kitchen is fully equipped with teas & coffees, fresh milk, water, bread, eggs, sugar, salt, condiments, to get you started.
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 24hours notice except in the event of an emergency when we require immediate access.
Guests are responsible for all call charges incurred during their stay.
By using our internet service, you hereby expressly acknowledge and agree that there are significant security, privacy, and confidentiality risks inherent in accessing or transmitting information through the internet, whether the connection is facilitated through wired or wireless technology. Security issues include, without limitation, interception of transmissions, loss of data, and the introduction or viruses and other programs that can corrupt or damage your computer. Accordingly, you agree that the owner and/or provider of this network is NOT liable for any interception or transmissions, computer worms or viruses, loss of data, file corruption, hacking or damage to your computer or other devices that result from the transmission or download of information or materials through the internet service provided. A support service is available to assist guests connecting to the Internet, but if in Welcomedwelling.Coms’ 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 Welcomedwelling.com reserve the right to pass on any record to the authorities should Welcomedwelling.com, be made aware of any such use. Welcomedwelling.com, reserves the right to disconnect a guest at any time without notice if, in Welcomedwelling.com’s opinion they breach any of these terms and conditions.
Guests will be provided with a set of Keys, to access the property and the apartment. Additional sets can be provided on request, in certain circumstances. It is your responsibility to ensure you are in possession of these at all times, and that they are returned at the end of your stay.
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, gas, 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.
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
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, and without refund.
Smoking is not permitted in any apartment or apartment building, and this includes the use of electronic cigarettes.
Pets are not allowed in any apartment or apartment building.
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.
In order to ensure our guests enjoy a disturbance free stay, 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.
Guests are responsible for their visitors. Visitors are not allowed to bring pets into the accommodation, and must adhere to the house rules, during their visit. Non-residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy.
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.
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.
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 [email protected] for enquiries relating to lost items.
Where facilities are available, and at the owners’ risk, storage of luggage may be provided at an additional charge.
As a guide, additional charges include, but are not limited to the following:
- Breakages, loss or damage to the apartment or any of its
- Cleaning, specialist treatment charges where more than routine cleaning are required or smoking has occurred: £200.
- Inventory and condition reports: £50.
- Lost Keys/Fobs – £75 to cover the cost of replacement of specialised Fobs, and
- Storage of
- Telephone call
- Airport Transfers – price on request according to airport and
- Other services e.g. car parking, dry cleaning, laundry, check-out 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 page 3
Health and Safety
We take the health and safety of all our guests seriously. On arrival we suggest you familiarise yourself with the layout of the apartment & building, and the health and safety procedures as detailed in your apartment.
Fire doors and fire exits or escape routes must be kept clear of obstructions at all times for your own safety and the safety of others. On discovering a fire or similar or on hearing a fire alarm, guests should check to see if the fire service has been called and if not, dial the 999 requesting the fire service and providing your location. Evacuate the building and wait at a safe distance for the emergency services to arrive. Wait for further instruction from the Fire Officers attending, before you attempt to re-enter the building. Please advise Welcomedwelling.com of the emergency as soon as you are able to do so.
You agree to use any external space, garden or balcony for its proper use only and to collect any debris or rubbish and leave it in a good tidy condition prior to departure.
Outside spaces provided with your accommodation are not to be used for gatherings or parties unless specific written permission has been given to do so. Barbecues or fire pits are not permitted on balconies or terraces for safety reasons. If the property booked has a barbecue or outside log burner, you will be expected to use this at your discretion and be mindful of safety at all times.
You agree to keep cooking odours to a minimum and to adequately air the property during your occupation, opening windows or using cooking extractor fans. Cooking ingredients including spices or oils can damage walls, work surfaces and carpets or cause excessive odours.
You agree to lock or close all doors, windows or external building doors, relevant to your accommodation during your stay to keep both your own belongings
and Welcomedwelling’s contents safe. It is your responsibility to turn off all gas appliances/electrical appliances when they are not in use, for your own safety and the safety of the accommodation.
Welcomedwelling strongly suggests that valuable items such as passports, jewellery, cash, credit cards, travel documentation or computer equipment should be kept out of sight and either locked in your travel case or inside a safe in the apartment if one is provided.
In the event of an incident, accident or event, Welcomedwelling or the relevant owner/Landlord or provider will not be responsible to replace or compensate any guest, occupant or company for their personal belongings or effects.
You agree to set any alarms provided and to use all safety precautions possible. If smoke or carbon monoxide alarm detectors inside your accommodation “bleep” intermittently, this is a “low battery” warning and should be reported to Welcomedwelling or your accommodation provider as soon as possible, so the batteries can be renewed.
If the smoke alarm gives a shrill continuous alarm or another alarm sounds (if you are not cooking) gas may be escaping or smoke. Follow the evacuation procedure and call Welcomedwelling or your accommodation provider immediately. If you need to call the emergency services, dial 999 making sure you are at a safe distance before you do so.
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.
In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify the General Manager as soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, it is impossible to help. 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 [email protected]