Booking terms

1. About Ellercove Ltd and these terms

Ellercove Ltd is a company registered in England and Wales under company number 15894411.

Registered office:

Athene House, Suite J, 86 The Broadway, Mill Hill, London, England, NW7 3TD

Email: info@ellercovestays.co.uk

These Terms apply to direct leisure, family, corporate and business accommodation bookings made through Ellercove Ltd’s website, Guesty booking engine, email, telephone, approved booking portal or authorised accommodation partner.

Unless the Booking Confirmation states that Ellercove is acting solely as a disclosed agent for a named accommodation provider, Ellercove Ltd is the contracting supplier of the accommodation. Where Ellercove acts as a disclosed agent, the Booking Confirmation will identify the accommodation provider and the responsibilities of each party.

Clauses referring specifically to a Business Client apply only where the Client is acting wholly or mainly for business purposes. Nothing in these Terms affects any mandatory statutory rights available to a Consumer.

2. Definitions, booking formation and documents

In these Terms:

“Booking Confirmation” means the written confirmation, proposal, invoice or accommodation agreement issued by Ellercove.

“Business Client” means a company, employer, relocation company, travel manager, agency or other organisation booking wholly or mainly for business purposes.

“Business Day” means Monday to Friday, excluding public holidays in England.

“Client” means the individual or organisation responsible for making and paying for the Booking.

“Consumer” means an individual booking wholly or mainly for purposes outside their trade, business, craft or profession.

“Occupant” means each individual authorised to stay at the Property.

“Property” means the accommodation identified in the Booking Confirmation.

“Property Guide” means the check-in guide, house rules, building rules and property-specific instructions provided by Ellercove.

A Booking becomes binding when Ellercove issues a Booking Confirmation and the Client pays any amount required, signs or electronically accepts the Booking, confirms acceptance in writing or takes possession of the Property with Ellercove’s agreement.

The person making the Booking confirms that they are at least 18, are authorised to act for the Client, have supplied accurate information and will ensure that all Occupants and visitors comply with these Terms and the Property Guide.

The Booking is governed, in order of priority, by any bespoke written agreement accepted by both parties, the Booking Confirmation, these Terms and the Property Guide.

3. Temporary use, occupants and property rules

The Property is provided as temporary furnished accommodation for the dates stated in the Booking Confirmation. The Booking does not itself give the Client or any Occupant a contractual right to remain after the confirmed departure date.

Only named Occupants may reside at the Property. Prior written approval is required to replace or add an Occupant, rotate employees or contractors, increase occupancy or allow another company or organisation to use the Property. Maximum occupancy must not be exceeded.

The Property must not be sublet, transferred, advertised for occupation by another person, used as a permanent or registered business address without written approval, or used for illegal, dangerous, fraudulent, antisocial or unauthorised commercial activity.

Visitors, pets, smoking, noise, waste, parking, communal areas and building access are governed by the Booking Confirmation and Property Guide. The Client is responsible for all Occupants and visitors.

Reasonable owner, freeholder, insurer or building-management requirements also apply. A material requirement introduced after confirmation will apply only where necessary for law, safety, insurance, an emergency or a binding building instruction. If it materially reduces the agreed accommodation, Ellercove will offer a suitable alternative, price reduction or refund for affected unused nights.

4. Prices, VAT and additional charges

The Booking Confirmation will state the accommodation rate and all mandatory charges.

For a Consumer, the total price displayed before confirmation will include all mandatory fees and taxes that can reasonably be calculated at that time.

For a Business Client, prices may be quoted inclusive or exclusive of VAT, as stated in the quotation or Booking Confirmation. VAT will be added only where and to the extent Ellercove is legally required to charge it.

Long-stay rates and tax treatment may depend on the original duration, continuous occupation, included services and Occupant arrangements. If a Booking is shortened, interrupted, transferred or terminated early, Ellercove may recalculate the applicable rate, discount and tax treatment to reflect the accommodation actually provided.

The Client is responsible for reasonable additional charges resulting from requested services or extensions, additional cleaning, late check-out, lost access devices, damage, missing items, unauthorised Occupants or pets, excessive utility use, building or parking penalties, or another breach of these Terms or the Property Guide.

All payments must be made in pounds sterling unless otherwise agreed in writing.

5. Payment terms

The payment dates and amounts will be shown in the Booking Confirmation or invoice. The Client must provide a valid payment method, approved company purchase order, signed booking authorisation, payment of the amount due or another credit arrangement approved by Ellercove.

A purchase order or internal reference does not delay payment unless Ellercove agrees otherwise in writing.

5.1 Stays of fewer than 28 nights

Unless otherwise stated in the Booking Confirmation:

a. for a Stay of 1 to 6 nights, the full Booking amount is due no later than 48 hours before the scheduled check-in time;

b. for a Stay of 7 to 27 nights, the full Booking amount is due no later than seven days before the scheduled check-in date;

c. where the Booking is made after the applicable deadline, the full amount is due immediately; and

d. a clearly identified non-refundable rate is payable in full when confirmed.

Ellercove may refuse check-in where cleared payment has not been received.

5.2 Stays of 28 nights or more

Long-stay Bookings will be invoiced in periods of up to 28 nights.

Unless otherwise agreed in writing:

a. the first 28 nights must be paid in full no later than 14 days before arrival;

b. where the Booking is made within 14 days of arrival, the first payment is due immediately;

c. the second 28-night instalment is due 21 days after check-in;

d. each subsequent instalment is due seven days before the accommodation period to which it relates; and

e. the final instalment will cover any remaining period of fewer than 28 nights and is due seven days before that period begins.

Where an extension is agreed fewer than seven days before the end of the paid period, payment is due immediately.

If payment is overdue, Ellercove may require immediate payment, decline an extension, suspend non-essential services or terminate the Booking following reasonable written notice and subject to applicable law.

A Business Client must pay undisputed invoices in full without set-off except where required by law. Ellercove may claim interest and recovery costs where permitted by applicable law.

6. Screening, damage protection and security deposit

Ellercove may require identity, payment and guest screening before check-in.

Ellercove will normally waive a separate security deposit where the Booking passes the required screening and is confirmed as protected for the full Stay under Guesty Screen & Protect or another approved damage-protection programme.

Where screening is not completed or passed, the Booking is not confirmed as protected for the full Stay, a suitable payment method is not supplied or Ellercove reasonably identifies increased risk, a £500 refundable security deposit may apply. Ellercove may waive or vary this requirement in writing for an approved Business Client.

Screening, protection or a deposit does not remove the Client’s responsibility for damage, missing items, excessive cleaning, smoking, lost access devices, unauthorised Occupants or pets, penalties, call-out costs, unpaid charges or losses exceeding or excluded from the protection or deposit.

Any deposit charged will normally be returned to the original payment method within 10 to 14 Business Days after departure, subject to inspection, outstanding charges and unresolved claims.

7. Check-in, check-out, housekeeping and access

Unless otherwise stated, check-in is from 16:00 and check-out is by 10:00. Early check-in or late check-out requires written approval and may incur an additional charge.

All keys, fobs, permits and access devices must be returned as instructed. The Client is responsible for reasonable replacement, locksmith, call-out and security costs caused by loss, damage or late return.

The Booking Confirmation or Property Guide will state whether ongoing housekeeping or linen changes are included. For longer Stays, Ellercove may require periodic housekeeping or condition checks. An agreed scheduled visit does not require a separate 48-hour notice.

Ellercove and authorised persons, including the owner, building management and contractors, may access the Property for inspections, maintenance, repairs, safety checks, housekeeping or other reasonable property-management purposes.

Except in an emergency, Ellercove will give at least 48 hours’ notice and seek to arrange access at a reasonable time. Immediate access may be required for danger to people or property, suspected serious damage, an alarm, welfare or security concern, or an urgent instruction from emergency services or building management.

The owner will not ordinarily enter independently of Ellercove during an occupied Stay. Occupants must not unreasonably obstruct authorised access.

8. Care of the property, conduct, utilities and internet

Occupants must take reasonable care of the Property and report damage, leaks, faults, pests or security concerns promptly.

Occupants must not carry out repairs, alter locks, move heavy furniture, attach items to walls, install equipment, disconnect appliances, tamper with alarms or security systems, or make alterations without written approval.

Smoking and vaping inside the Property, parties, disruptive gatherings, nuisance, illegal activity and breaches of building safety or security rules are prohibited.

Utilities are included unless otherwise stated and must be used responsibly for normal domestic occupation. Where a fair-use limit applies, it will be stated in the Booking Confirmation or Property Guide.

Wi-Fi is provided for normal use but uninterrupted service is not guaranteed. Occupants should not rely on residential Wi-Fi as their sole connection for critical business activity.

The Client is responsible for loss, damage and reasonable additional costs caused by an Occupant or visitor, excluding fair wear and tear. Ellercove may rely on photographs, inventories, contractor reports, receipts and invoices when assessing a claim.

9. Property unavailability, relocation and emergencies

A Property may become unavailable, unsafe or unsuitable because of damage, utility failure, urgent works, building closure, safety or security concerns, instructions from an owner, freeholder, insurer, authority, emergency service or building management, loss of Ellercove’s lawful ability to provide the Property or circumstances outside Ellercove’s reasonable control.

Ellercove may offer alternative accommodation and will use reasonable efforts to provide an alternative broadly comparable in bedroom numbers, occupancy capacity, general standard and reasonable access to the original area or required destination, taking account of essential requirements accepted before confirmation.

The alternative may have a different building, layout, floor, view or precise location. The Client will not be charged more unless agreeing to an upgrade. A materially lower-standard alternative will receive an appropriate price reduction.

The Client may reject an alternative that is materially unsuitable. Where no reasonably suitable alternative is available, or a materially non-comparable alternative is reasonably rejected, Ellercove will refund the accommodation charges paid for the affected unused nights.

In a serious or life-threatening emergency, Occupants must contact 999 and follow instructions from emergency services, building management and Ellercove.

10. Complaints and termination

Problems affecting the Property must be reported promptly. The Client and Occupants must give Ellercove a reasonable opportunity to inspect and remedy the issue. Depending on the circumstances, Ellercove may arrange a repair, provide a temporary solution, offer alternative accommodation, apply a reasonable price reduction or refund affected unused nights.

Ellercove may terminate a Booking, subject to applicable law, for non-payment, serious or repeated nuisance, an unauthorised party, smoking, illegal or dangerous activity, threats, harassment, serious damage, unauthorised Occupants or staff rotation, refusal of urgent or properly notified access, or another material breach.

Where reasonably possible, Ellercove will allow the Client an opportunity to remedy the breach. Immediate termination may occur where necessary to protect people, residents, the Property or the building.

Ellercove may apply prepaid amounts against accommodation already provided, unpaid charges and reasonable losses directly caused by the breach. Any remaining balance will be refunded.

11. Liability, belongings and events outside Ellercove’s control

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, deliberate misconduct or any liability that cannot legally be excluded or limited.

For a Consumer, Ellercove is responsible for reasonably foreseeable loss caused by Ellercove’s breach of contract or failure to exercise reasonable care and skill.

Ellercove is not responsible for loss caused solely by an Occupant, inaccurate information supplied by the Client, failure to follow instructions or third-party services outside Ellercove’s reasonable control.

For a Business Client, Ellercove will not be liable for indirect or consequential loss, including loss of profit, business, opportunity or goodwill, except where prohibited by law. Subject to liabilities that cannot legally be limited, Ellercove’s total liability for a Booking will not exceed the accommodation charges paid or payable to Ellercove for that Booking.

Occupants are responsible for personal belongings. Vehicles and contents are parked at the driver’s risk except where loss results from Ellercove’s negligence.

Ellercove is not responsible for delay or failure caused by circumstances outside its reasonable control, but will take reasonable steps to minimise disruption and apply the relocation and refund provisions where appropriate.

12. Data protection and communications

Ellercove may require identification, Occupant details, company information, payment verification and building-registration information. Check-in may be refused where required information has not been provided.

Personal information will be handled under Ellercove’s Privacy Policy and may be shared where reasonably necessary with property owners, building management, Guesty, payment and screening providers, contractors, insurers, accommodation partners, professional advisers and public authorities.

Where a Business Client supplies an Occupant’s information, it must be authorised to do so and must make Ellercove’s Privacy Policy available to that Occupant.

The Client must provide an active email address and telephone number, notify Ellercove of changes and pass relevant information to every Occupant.

13. Consumer rights, governing law and general provisions

Nothing in these Terms affects mandatory rights available to a Consumer.

These Terms and the Booking are governed by the laws of England and Wales. The parties will first attempt to resolve disputes directly and in good faith.

For a Business Client, the courts of England and Wales have exclusive jurisdiction unless otherwise agreed in writing. A Consumer may bring proceedings in any court available under applicable consumer law.

No amendment to a confirmed Booking is binding unless agreed by Ellercove in writing. If a provision is invalid or unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive it.

The Client may not transfer the Booking without written approval.

These Terms, the Booking Confirmation, any expressly agreed written terms and the Property Guide form the entire agreement relating to the Booking.

Formal communications should be sent to info@ellercovestays.co.uk.

14. Cancellation, amendment and early-departure notices

All cancellation, amendment and early-departure requests must be submitted in writing:

a. by email to info@ellercovestays.co.uk; or

b. through an approved corporate or partner booking portal.

The request must be sent by the Client or an authorised representative and must clearly identify the Booking.

Ellercove’s standard business hours are 09:00 to 17:30 UK local time, Monday to Friday, excluding public holidays in England.

For a Business Client, a request received outside these business hours will be treated as received on the next Business Day.

For a Consumer, an email or portal notification will be treated as received when it reaches Ellercove’s designated email inbox or booking portal, although it may not be processed until the next Business Day.

Telephone calls, text messages and WhatsApp discussions do not constitute formal cancellation unless Ellercove confirms the cancellation in writing.

15. Pre-arrival cancellation policy

A bespoke or rate-specific cancellation policy will take priority over this clause only where it was clearly disclosed to the Client before the Booking was confirmed and is stated in the Booking Confirmation.

Where no separate cancellation policy is stated, the following terms apply.

15.1 Stays of 1 to 6 nights

At least 48 hours’ written notice before the scheduled check-in time is required.

Where less than 48 hours’ notice is provided, the cancellation charge will be the lower of:

a. two nights at the agreed accommodation rate; or

b. the total remaining value of the Booking.

Where the Booking is for fewer than two nights, the charge may be up to 100% of the Booking value.

15.2 Stays of 7 to 27 nights

At least seven days’ written notice before the scheduled check-in date is required.

Where less than seven days’ notice is provided, the cancellation charge will be the lower of:

a. seven nights at the agreed accommodation rate; or

b. the total remaining value of the Booking.

15.3 Stays of 28 nights or more

At least 14 days’ written notice before the scheduled check-in date is required.

Where less than 14 days’ notice is provided, the cancellation charge will be the lower of:

a. 14 nights at the agreed accommodation rate; or

b. the total remaining value of the Booking.

15.4 Dedicated block allocations

Where the Booking Confirmation expressly identifies a Booking as a Dedicated Block Allocation, a 28-day cancellation notice period may apply.

Where cancellation occurs within that notice period, the cancellation charge will be the lower of:

a. 28 nights at the agreed accommodation rate; or

b. the total remaining value of the Booking.

15.5 Resold dates

Ellercove will not recover accommodation revenue twice for the same Property and dates.

Where Ellercove successfully resells cancelled nights, the cancellation charge will be reduced by the net accommodation revenue actually received for those same nights, after deducting reasonable, evidenced and non-recoverable third-party costs directly caused by the cancellation and resale.

16. Booking amendments

All amendments are subject to availability and written approval.

No amendment is effective until Ellercove confirms it in writing.

A request to shorten a Booking will be treated as a cancellation of the removed nights and will be subject to the applicable notice period.

An extension will be treated as an additional Booking period and may be subject to:

a. a different accommodation rate;

b. a further deposit or card pre-authorisation;

c. revised payment terms;

d. continued availability; and

e. updated Property Rules.

Changing or rotating an Occupant does not automatically preserve any long-stay rate, discount or VAT treatment.

17. Early departure

If an Occupant leaves before the confirmed departure date, the Client remains responsible for accommodation charges covering the applicable notice period based on the original duration of the Booking.

A Booking originally made for 28 nights or more will normally require 14 days’ written notice of early departure, unless a 28-day Dedicated Block Allocation notice period applies.

Accommodation charges will continue until the earliest of:

a. the end of the applicable notice period;

b. the original departure date; or

c. the date from which Ellercove resells the Property, subject to the resale adjustment in clause 15.5.

Where an early departure reduces the actual Stay, Ellercove may recalculate any duration-based rate, discount or applicable VAT treatment.

18. Non-arrival and no-show

Where an Occupant does not arrive and Ellercove receives no written communication, the Property will normally be held until 12:00 noon on the day following the scheduled arrival date.

After that time, Ellercove may:

a. treat the Booking as cancelled by the Client;

b. release the Property for resale; and

c. charge the applicable cancellation amount.

The charge will not exceed the lower of:

a. the accommodation charges covering the applicable notice period; or

b. the remaining Booking value,

unless the Client selected a clearly identified non-refundable rate.

19. Refunds

Where a refund is due, Ellercove will normally return the amount to the original payment method within 10 to 14 Business Days after written confirmation of the refund.

A refund may be reduced only by costs that are:

a. actually incurred;

b. lawfully non-refundable;

c. directly connected with the cancellation, amendment or refund; and

d. properly disclosed where required.

Payment-processing times imposed by banks, card providers or payment platforms are outside Ellercove’s control.

No administration or payment-processing charge will be deducted where Ellercove cancels the accommodation or is unable to provide either the confirmed Property or a reasonably suitable alternative.