Lomond Court, Surbiton, Surbiton

Booking & Reservations

• Your booking is confirmed once payment has been received (unless a credit agreement is in place) and confirmation has been issued.
• The person making the booking accepts these Terms & Conditions on behalf of all occupants staying at the property.
• All occupants must be named at the time of booking. Only registered occupants may stay at the property.
• Bookings are made for a property type and location; a specific apartment/unit cannot be guaranteed until check-in.
• Occupation is for the agreed booking period only and does not create any tenancy rights or rights to remain beyond this period.

Identification & Security Checks

• All occupants must provide valid photographic identification and proof of address before arrival.
• Failure to provide required identification may result in cancellation of the booking.
• Additional Right to Rent checks may apply where the property is intended to be used as a main residence.

Payments & Charges

• All charges are payable in advance unless otherwise agreed.
• Prices are quoted in GBP and VAT will be charged in accordance with current UK legislation.
• Accommodation charges may include utilities, council tax, TV licence and broadband where specified in the booking terms.
• Failure to make payment when due may result in cancellation of the booking.

Changes & Cancellations

• If you wish to cancel or shorten your stay, 14 days’ notice is required.
• Where less than 14 days’ notice is provided, charges may apply for the remaining notice period.
• A 48-hour satisfaction guarantee applies after check-in. If the property is unsuitable, you may request an alternative property (subject to availability) or leave without accommodation charges, subject to any applicable fees.

Use of the Property

Guests must:

• Use the property for residential purposes only.
• Respect neighbours, other residents and the building.
• Keep the property clean and in good condition.
• Report any damage, faults or maintenance issues promptly.
• Follow all safety instructions and building regulations.

Guests must not:

• Smoke inside the property.
• Operate a business from the property.
• Allow unauthorised people to stay overnight.
• Sublet, share or transfer use of the property.
• Make alterations, repairs or modifications.
• Use the property for illegal activities or purposes.

Occupancy & Visitors

• Only occupants named on the booking may stay overnight.
• The maximum number of occupants is determined by the property capacity.
• Visitors must not stay overnight.
• The person making the booking is responsible for the behaviour of all occupants and visitors.

Cleaning & Maintenance

• Weekly cleaning is included for stays of 7 nights or more unless otherwise stated.
• The property must be left clean and tidy at departure.
• Additional cleaning, repair or replacement charges may apply where damage, loss or excessive cleaning is required.

Access to the Property

• Access may be required during your stay for maintenance, inspections, repairs or servicing.
• Wherever possible, reasonable notice will be provided.
• Refusal of necessary access may result in cancellation of the booking.

No Smoking Policy

• Smoking is strictly prohibited throughout the property.
• A charge of £250 + VAT may apply if smoking is identified.
• Continued breaches may result in termination of the booking without refund.

Pets

• Pets are only permitted with prior written approval.
• Approved pets are subject to a £300 + VAT non-refundable pet fee.
• Occupants remain responsible for their pet’s behaviour, cleanliness and any damage caused.

Keys & Access Cards

• Lost keys requiring emergency access may incur a charge of £75 + VAT.
• Lost keys requiring replacement locks may incur a charge of £250 + VAT.

Damage & Personal Belongings

• Occupants are responsible for any damage, loss or additional costs caused during their stay.
• The property owner/operator is not responsible for loss, theft or damage to personal belongings.
• Guests are advised to arrange appropriate insurance cover.

Noise & Antisocial Behaviour

• Occupants must respect neighbours and maintain reasonable noise levels.
• Excessive noise, disruptive behaviour, illegal activity or breaches of building rules may result in immediate termination of the booking without refund.

Departure

• The property must be vacated on the agreed departure date.
• All personal belongings, rubbish and waste must be removed.
• Additional charges may apply if the property is not returned in an acceptable condition.

Lost Property

• Reasonable efforts will be made to recover items left behind.
• Lost items will be retained for up to 21 days after being located, after which they may be disposed of or donated.

Accessibility

• Please advise of any accessibility requirements or special needs at the time of booking so suitable arrangements can be considered.

Complaints

If you experience any issues during your stay, please report them as soon as possible so they can be addressed.

Privacy

• Personal information is collected and processed in accordance with UK GDPR and applicable data protection laws.
• Information is used to manage bookings, provide services and meet legal obligations.
• Personal information will not be sold or shared for marketing purposes without consent.