Apartmentsonline: Booking Conditions (“Booking Conditions”)
Except where otherwise specified, we, Lead
Actions Capital Limited, a company registered in England with company number
12812187 and registered office address of Suite 403-405, Audley House, 13 Palace
Street, SW1E 5HX London, United Kingdom trading as Apartmentsonline act only
as an agent in respect of all reservations for serviced apartments and other
We accept no liability in relation to any
contract you enter into for Accommodation or other service(s) you purchase, or
for the acts or omissions of any supplier or other parties connected with any bookings.
For all Accommodation bookings, your contract will be with the supplier of the Accommodation
in question (the “Accommodation Provider”).
Booking Conditions "you"
and "your" means:
a) client on whose behalf bookings are made in connection with
their business, work or trade (“Corporate Client”);
b) a client who is not a Corporate Client and on whose behalf a
booking is made (“Leisure Client”);
c) in respect of all bookings, all persons named on the booking (including
anyone who is added or substituted at a later date) or any of them as the
references to “Client” shall include
a Corporate Client and/or a Leisure Client.
All references to Accommodation on our website,
marketing materials or in these Booking Conditions means Accommodation provided
by Accommodation Providers on whose behalf we act as an agent. We do not provide
Accommodation in our own name.
By making a booking
with us, the first
named person on the booking agrees on
behalf of the Client and all persons detailed on the booking that it/he/she/they:
1. has/have the authority to make the booking, and has/have read
these Booking Conditions, and agree(s) to be bound by them;
2. consent(s) to our use of personal data in accordance with our
to disclose their personal details to us, including where applicable, special
categories of data (such as information on health conditions or disabilities
and dietary requirements); and
3. is/are over 18 years of age and where placing an order for
services with age restrictions, that all members of their party are of the
appropriate age to purchase those services;
4. acknowledge that we may pass information to the Accommodation
Provider and we will not be responsible for the use made by them of that
5. accept(s) financial responsibility for payment of the booking on
behalf of all persons detailed on the booking.
your booking we will arrange for you to enter into a contract with the
applicable Accommodation Provider as specified on your confirmation invoice. As
agent we accept no responsibility for the acts or omissions of the Accommodation
Provider or for services provided by them. Your booking with us is subject to
these Booking Conditions, and where your booking is made online, our Website Terms
of Use, and the specific terms and
conditions of the relevant Accommodation Provider you contract with and you are
advised to read all of them carefully prior to booking. The Accommodation
Provider’s own booking conditions may limit and/or exclude the Accommodation
Provider's liability to you. We may also provide you with the general policies and
rules of Accommodation Providers (which you must comply with) if supplied to us.
Please ask us for copies of any of these documents if you do not have them, or
ask the Accommodation Provider for copies when you arrive at the Accommodation for
check-in. A contract will exist between you and the Accommodation Provider when
we send you confirmation of a booking on their behalf.
Online Accommodation via our website
2.1. Using our
2.1.1. You may use our online
booking platform on our website at www.apartmentsonline.co.uk which will allow
you to make reservations via the booking request process as set out under
clause 2.2, and/or
through a live booking process as set out under clause 2.3.
is set out here, and our Acceptable Use Policy which is set out here.
at our sole discretion, refuse registration of a user or cancel a user’s
account for any reason (including inactivity) and at any time.
You are solely
your details on your account;
that occurs on your account; and
that your login details, password and other account details are kept
confidential and are not shared with any third parties.
2.2. Booking requests via our
2.2.1. You may make an Accommodation booking request on our website by:
for Accommodation by selecting your desired
location and dates of stay;
22.214.171.124. selecting your preferred Accommodation from search results
provided, viewing estimated Accommodation rates and the Accommodation
Provider’s cancellation policy; and
126.96.36.199. making a booking request by selecting your desired
Accommodation and clicking on “Request”.
2.2.2. Once we receive your booking request, we will email you with confirmation
of whether your chosen Accommodation is available on your selected dates, and with
the applicable Accommodation rates, and with the Accommodation Provider’ s cancellation
policy (where such policy was not provided before you sent your booking request).
2.2.3. If you wish to proceed with the booking, you may pay the Accommodation
rates for the Accommodation via a secure payment page using a credit card,
using your Apartmentsonline credit, or by bank transfer. We accept Visa &
Mastercard, and we are PCI compliant.
2.2.4. Your booking will only be confirmed:
make payment by credit card, after payment of the Accommodation rates has been
make payment by bank transfer, after you inform us that you have made the
relevant payment and we receive the accommodation rates in our account. It is
important that you use the reference we provide you with on accommodation
vouchers when making payment as we cannot proceed with your booking until we
have matched your payment to your booking request accommodation voucher reference;
where you use
your Apartmentsonline credit: your Apartmentsonline credit will be deducted to the value of the Accommodation
we send you an email confirmation of
booking which will, among other things, contain details of:
address and location;
the dates of
2.2.5. You must inform us if you do not receive an Accommodation booking
confirmation email. Booking confirmation
emails are usually sent after payment is received in accordance with clause 2.2.4.
2.3. Live bookings via our website
2.3.1. You may make a live booking for any of the available Accommodation by following the same initial search
process set out in clauses 188.8.131.52. and 184.108.40.206. You may however proceed with the booking Accommodation without
further reference to Apartmentsonline by clicking on "BOOK" and making payment through the secure payment page
linked to the website, or by using your Apartmentsonline credit, or by bank transfer quoting the accommodation
voucher reference number.
2.3.2. As part of the live booking process, we will confirm with the Accommodation
Provider that it can accept a booking made in accordance with clause 2.3.1
before confirming your booking in accordance with clauses 2.2.4 and 220.127.116.11.
2.4. Booking requests via email/telephone/text
You may initiate Accommodation booking enquiries outside of our website (“Offline Bookings”) by providing us with
your desired Accommodation dates and location via:
email to firstname.lastname@example.org ;
telephone on +44 20 35148606; and
WhatsApp on [NUMBER]
2.4.2. Following receipt of your
Accommodation booking request, we will:
provide you with a range of Accommodation suggestions which will include details of availability, Accommodation
rates and cancellation terms; or
inform you if we are unable to offer Accommodation suggestions.
2.4.3. You can reserve Accommodation
suggested to you under clause 18.104.22.168 by getting in contact with us
via email. Your Offline
booking will be subject to:
the Accommodation Provider confirming that it can accept the booking;
your payment of the Accommodation rate or deposit (as applicable).
We will confirm your booking by sending you a confirmation email:
make payment by credit card, once payment of the Accommodation rates has been
make payment by bank transfer, after you inform us that you have made the
relevant payment and we receive the accommodation rates in our account. It is
important that you use the reference we provide you on accommodation vouchers
when making payment as we cannot proceed with your booking until we have
matched your payment to your booking; or
use your Apartmentsonline credit: your
Apartmentsonline credit has been deducted to the value of the Accommodation
2.4.5. A booking email confirmation for
offline accommodation sent pursuant to clause 2.4.4 will set out the information
referred to in clause 22.214.171.124.
2.4.6. You must inform us if you do not
receive a booking confirmation email.
in your booking and documents
bookings, please check that all names, dates and timings are correct on receipt
of all documents and advise us of any errors immediately. The booking
information that you provide to us will be passed on only to the relevant Accommodation
Provider or other persons necessary for the provision of your Accommodation.
The information may be provided to public authorities as required by law. This
applies to any special category (sensitive) information that you give to us
such as details of any disabilities, or dietary and religious requirements. In
making this booking, you consent to this information being passed on to the relevant
persons. Certain information may also be passed on to security or credit
In order to
book your chosen Accommodation, you must pay the Accommodation rate in full, or
pay a deposit as required by the Accommodation Provider. You must also pay all
insurance premiums and booking fees if such insurance premiums and/or bookings
fees are applicable.
If you have
paid a deposit, you must pay the full balance by the balance due date notified
to you. If full payment is not received by the balance due date, we will notify
the Accommodation Provider who may cancel your booking and charge the
cancellation fees set out in their booking conditions.
otherwise advised or stated in the booking conditions of the Accommodation
Provider concerned, all monies you pay to us for Accommodation will be held on
behalf of the Accommodation Provider and forwarded on to the Accommodation
Provider in accordance with our agreement with the Accommodation Provider.
If a Reservation is cancelled or amended,we apply a charge of 3%
on the refunded amount for payments made through a credit card.
In case payment was
made by bank transfer, all bank charges will be borne by you.
the right to amend advertised prices at any time. We also reserve
the right to correct errors
in both advertised and confirmed prices. Special note: changes and errors
sometimes occur. You must check the
price of your chosen Accommodation at the time of booking.
rates for bookings made for Corporate Clients are given exclusive of Value
Added Tax (“VAT”) and any other
applicable sales taxes, which will be payable at the same time as the
rates for bookings made for Leisure Clients are given inclusive of VAT and
other sales taxes.
notify you if the VAT or other sales tax rates change between the date your
Accommodation is confirmed by us and the date you are scheduled to stay at the
Accommodation. You will need to make additional payment if VAT or any relevant
sales taxes have increased, and we will refund you any overpayment in the event
that they have decreased.
We strongly recommend
that you take out a policy of insurance to cover you and your travelling party for
your stay at the Accommodation including against the cost of cancellation by
you; coverage for your personal possessions; and other expenses. We also
suggest that this policy includes additional cover if travel restrictions are implemented
in your or a guest’s place of residence, making it impossible for you or a
guest to travel to the Accommodation, or entry restrictions are implemented where
the Accommodation is located making it impossible for you or a guest to arrive
at the Accommodation. It is important that you read travel insurance policies,
or check with the insurance provider to ensure you are covered if you are
unable to travel or the Accommodation Provider cancels the booking due to Force
Majeure (See clause 16).
8. Health and
We do not
own or manage the Accommodation and we cannot and do not provide any warranty
or representation in respect of health and safety related matters concerning
them. Please contact the Accommodation Provider if you have any questions
regarding their health and safety policies or you become aware of any health
and safety issues during your stay.
Accommodation Provider may require you to pay a security deposit before arrival
or check-in to cover potential additional charges to be incurred due to your
stay, and any damage or loss caused to the Accommodation (“Security Deposit”).
You agree to
provide the Security Deposit if required, and on the terms required by the Accommodation
Provider. Security Deposit payments can be made by cash or by credit card.
If you have
any special requests (for example dietary requirements, Accommodation location,
a particular facility at the Accommodation), please let us know at the time of
booking. You should then confirm your requests in writing. We will pass on all
such requests to the Accommodation Provider, but we cannot guarantee that they
will be met and we will have no liability to you if they are not.
Pets are not
permitted into Accommodation without prior written approval. If you wish to
bring pets into the Accommodation, please contact us and we will forward your
request to the Accommodation Provider. Please note that the Accommodation
Provider may require you to agree to pay or pay additional charges before they
can agree to permit pets into the Accommodation.
Where we, or
the Accommodation Provider, have provided you with written agreement to you
having a pet in the Accommodation, you will be required to comply with any
additional rules made available by the Accommodation Provider in relation to
the same, and a security deposit will be required. A security
deposit paid pursuant to this clause
be refunded (subject to an additional cleaning fee (the details of which will
be provided to you at in advance)).
11. Changes and
Cancellations by you
cancellation or amendment request must be sent to us in writing and must quote
your booking reference. You may make such request by email to email@example.com.
Such request will take effect at the time we receive it. Please ensure that you
have received written confirmation of any changes to your booking prior to
travel. Whilst we will try to assist, we cannot guarantee that the Accommodation
Provider will meet such requests. Amendments and cancellations can only be
accepted in accordance with the terms and conditions of the Accommodation
Provider of your booking. The Accommodation Provider may charge the
cancellation or amendment charges shown in their booking conditions (which may
be as much as 100% of the cost of the Accommodation and will normally increase
closer to the date of departure). note:
some Accommodation Providers do not allow changes and therefore full
cancellation charges will apply.
12. Changes and
Cancellations by the Accommodation Provider
inform you as soon as reasonably possible if the Accommodation Provider needs
to make a significant change to your confirmed booking or to cancel it. We will
also liaise between you and the Accommodation Provider in relation to any
alternative Accommodation offered by the Accommodation Provider or any refund
for your Accommodation rate but we will have no further liability to you.
Terminaton by us
terminate our agreement with you and/or your booking immediately where:
you fail to pay any sums when they fall due under these Booking Conditions;
you, a guest, or another person who enters the Accommodation with your
permission (a “Permitted Person”), are
otherwise in breach of any of these Booking Conditions, policies, rules or
booking conditions of the Accommodation Provider, in which case you or the
relevant guest(s) will be required to vacate the Accommodation immediately. For
avoidance of doubt, any action by a Permitted Person shall constitute a breach
as though they were a party to a booking
and you would be liable for their actions.
termination of our agreement with you or a booking shall be without prejudice
to the rights we accrue before such termination and you must immediately pay us
any sums that are due.
responsibility for your booking
contract is with the Accommodation Provider and its booking conditions apply. We
do not own any of the Accommodation featured on our Website. Such Accommodation
is owned and operated by Accommodation Providers, or owned by third party
landlords who appoint Accommodation Providers to make the Accommodation
available for booking either on such third party landlords’ behalf, or on Accommodation
Providers’ own behalf.
As agent for
and on behalf of Accommodation Providers, we liaise with Accommodation Providers
to arrange bookings on your behalf. We accept no responsibility for the actual
provision of the Accommodation or any acts or omissions of Accommodation
Providers. Our responsibilities are limited to making the booking in accordance
with your instructions.
We make no
warranties or representations regarding any material/and or information about
Accommodation. Such information is provided to us by the Accommodation Provider
and we accept no responsibility for any information about the Accommodation
that we pass on to you in good faith. However, in the event that we are found
liable to you on any basis whatsoever, our maximum liability to you is limited
to the accommodation rates you paid for your booking (or the appropriate
proportion of this if not everyone on the booking is affected). We will not be
liable to you for any indirect or consequential loss. We do not exclude or
limit any liability for death or personal injury that arises as a result of our
negligence or that of any of our employees whilst acting in the course of their
We are not
responsible for your acts and/or omissions, or any use by you of the Accommodation.
You agree to
indemnify us against all liabilities, costs, expenses, damages and losses
(calculated on a full indemnity basis) and all other professional costs and
expenses) we suffer or incur arising out of or in connection with any breach by
you (or any persons on whose behalf a booking is made) of any of these Booking
Conditions or Accommodation Provider’s policies, rules or booking conditions.
otherwise expressly stated in these Booking Conditions we will not be liable to
you for delay or failure to perform our obligations under these Booking
Conditions due to a “Force Majeure” event. For the purposes of these Booking
Conditions, Force Majeure means any event beyond our or our supplier’s (including
but not limited to the Accommodation Provider) control, the consequences of
which could not have been avoided even if all reasonable measures had been
taken. Examples include warfare and acts of terrorism (and threat thereof),
civil strife, significant risks to human health such as the outbreak of serious
disease at the travel destination , epidemics or pandemics (including the
ongoing impact of the COVID-19 pandemic) or natural disasters such as floods,
earthquakes or weather conditions which make it impossible to travel safely to
the travel destination or remain at the travel destination, the act
of any government or other national
or local authority including port or river authorities, industrial dispute,
labour strikes, lock closure, natural or nuclear disaster, fire, chemical or
biological disaster, unavoidable technical problems with transport and all
similar events outside our or the supplier(s) concerned’s control.
contract for your Accommodation is between you and the Accommodation Provider,
any queries, issues or concerns about your Accommodation should be addressed to
contact us immediately when a problem or issue arises and you would like us to
assist you by liaising with the Accommodation Provider in relation to the same.
Although we can provide you with reasonable assistance in relation to any
queries, issues or concerns, the Accommodation Provider will remain responsible
to you for resolving the same.
If you have
a problem with your Accommodation whilst using it, this must be reported to the
Accommodation Provider immediately. If you fail to follow this procedure there
will be less opportunity for the Accommodation Provider to investigate and
rectify your complaint. The amount of compensation you may be entitled to may
therefore be reduced or extinguished as a result.
If you wish
to complain when you return home, write to the Accommodation Provider. You will
see their name and contact details in the confirmation documents we send you. We
will of course assist you with this if you wish - please contact Customer
Services by telephone on +44 20 3514 8606 or by email to
If you wish
to complain about any service we have provided to you (i.e. our booking
service) then please contact us directly.
18. Delivery of
that require to be posted will be sent to you by First Class post. Once
documents leave our offices we will not be responsible for their loss unless
such loss is due to our negligence.
No waiver by
us of any breach by you of any of the provisions of these Booking Conditions
shall be construed as a waiver of any subsequent breach.
Agreement shall be the entire agreement between you and us and any other terms,
conditions, performance criteria, guarantees or prior representations
whatsoever (whether written or oral) shall be of no effect unless expressly set
out and incorporated within it. Nothing in this Agreement shall limit or
exclude either party’s liability for fraud or fraudulent misrepresentation.
21. Law and Jurisdiction
Conditions are governed by English law and we both agree that the courts of
England and Wales have exclusive jurisdiction.
If any provision
in these Booking Conditions should be held illegal or unenforceable by a Court
having jurisdiction, such provision shall be modified to the extent necessary
to render it enforceable without losing its intent, or severed from these
Booking Conditions if no such modification is possible, and other provisions of
this Agreement shall remain in full force and effect.
23. Accommodation Ratings and Standards
are as provided by the relevant Accommodation Provider. These are intended to
give a guide to the services and facilities you should expect from your
accommodation. We cannot guarantee the accuracy of any ratings given.
descriptions and content on our website https://www.apartmentsonline.co.uk/login/
or otherwise issued by us is done so on behalf of the Accommodation Provider in
question and are intended to present a general idea of the services provided by
the Accommodation Provider. Not all details of the relevant services can be
included on our website. All Accommodation shown is subject to availability. If
you require any further details, in respect of any Accommodation please contact
us on +44 20 3514 8606 or at firstname.lastname@example.org.