Client Reservation Terms & Conditions

  1. Introduction

    1. Suite Hub Limited (company number: 6293944) whose registered office is at Queen Anne House, 25-27 Broadway, Maidenhead, Berks, SL6 1LY, (“us”, “we”, “our”) is a UK based independent serviced apartment agent and we provide booking and payment services to enable our clients (“you”) to book serviced apartments worldwide (“Bookings”) which are provided by our various apartment providers (our “Apartment Providers”).
    2. You’ refers the person who is instructing us to make the booking, and not necessarily the person who is the occupant, or one of the occupants staying in the booked serviced apartment(s).
    3. ‘Start Date’ refers to the date from which a payment request is being billed from. For example, if your booking is for 10x nights and our payment request is billing you for the total period from the check-in date (1st March) until the check-out date (11th March), then the Start Date would in this case be the check-in date (1st March). However, if the same booking is extended for a further 10x nights, then the start date of the next payment request for this next billing period would be the 11th March
    4. By making a booking with us You agree that:
      1. You have read these Terms and Conditions in full and agree to be bound by them
      2. You consent to our use of your information in accordance with our Privacy Policy.
      3. You are over 18 years of age
      4. You (or your company) accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking
      5. In relation to your Booking and use of the apartment, agree to be bound by these Terms, and by any general policies, rules, terms, or conditions of the Apartment Provider (the “Apartment Provider’s General Policies”). If you’re making the Booking on somebody else’s behalf and/or any other third party will be making use of the serviced apartments, you, in addition, will procure their compliance always with such Terms and the Apartment Provider’s General Policies as if they were referred to as you under these Terms.
    5. In the event of such a party breaching any of these Terms or the Apartment Provider’s General Policies such a breach will, for the purpose of these Terms, be considered a breach by you. If we don’t supply the Apartment Provider’s General Policies, then it’s your responsibility to establish with the Apartment Provider the basis on which they make the serviced apartment available and whether any Apartment Provider General Policies apply.
  2. Booking Process and Contract Formation
    1. You may make a booking request by telephone, email or by using our online booking form on our website.
    2. We shall endeavor to acknowledge the booking request within 24 hours of receipt and shall contact the Apartment Provider to ascertain whether the booking request can be satisfied.
    3. Your booking is confirmed and a contract between you and Suite Hub will exist when we send you a booking confirmation PDF electronically via email in response to your submitted booking request.
  3. Our Role & Responsibilities
    1. As a serviced apartment booking agent, we provide information and details on our Site in relation to serviced apartments. If you inform us of a serviced apartment in relation to which you’d like to make a Booking, we will, as detailed in clause 2 above, endeavour to make the Booking on your behalf with the Apartment Provider.
  4. Information & Assistance
    1. To process your Booking, we will during the booking process require certain assistance and information from you, such as your contact details, the number of guests staying, their names and contact details, and in some cases photo copies of suitable identification documents. You can view the extend of the information we require and how we store this information in our Privacy Policy). You agree that you’ll promptly provide us with all such assistance and information that we may require during the booking process and in relation to the information that it will be accurate, complete, and up-to-date. Furthermore, you agree to notify us immediately if there are any changes to such information.
  5. Money & Deposits
    1. Unless agreed otherwise during the enquiry and quote stage prior to confirming your booking, we will send you a payment request in full if the booking length (number of nights booked) is less than or equal to 35 nights. If the booking length is greater than 35 nights, we will send you a payment request in segments of 28 nights. (e.g.: in the above example, for a booking of 40 nights, we will send two payment requests; the first for 28 nights, and the second for 12 nights).
    2. If the day of which you wish to make a booking for a serviced apartment falls within 30 days prior to the Start Date (which is detailed on the quotation that we send you prior to confirm, and on the property page on our Site), then unless a pre-existing credit agreement is in place, the due date of the payment request will be on the same day you placed the booking, and you must pay the full cost of the accommodation (or the first presented payment request) as required by the Apartment Provider, prior to us confirming your booking (by sending you your Booking Confirmation PDF).
    3. If the day of which you wish to make a booking for a serviced apartments falls outside of the 30 day period prior to the Start Date, then unless a pre-existing credit agreement is in place, the due dates that we set for all payment requests we raise for your booking, by default and unless agreed otherwise, are set 30 days prior to the start date. This also applies for all additional payment requests for the same booking (if any) meaning that the due date will be set to 30 days prior to the start date of these payment requests.
    4. You will pay our payment request(s) in full and by the due date(s) as agreed and all payments will be made in the correct currency (as stated on the payment request(s)) unless otherwise agreed with Suite Hub.
    5. Interest is added to late payments being charges at 4% annually, above the Bank of England base rate for the period concerned. This is automatically applied to overdue invoices from the day after the due date (the start of the next day UK time), and you agree to pay these additional charges in full.
    6. Payments made by bank transfer are usually free of transaction charges. International bank transfers may include transaction charges. For all card types Suite Hub will charge an additional charge of 2.5% of the transaction amount.
    7. Any bank transfer charges or fees applied to your transaction to Suite Hub are to be absorbed/paid your end so that Suite Hub receives the full payment request amount in its entirety.
    8. The Apartment Provider may as a condition of the Booking require a security deposit to cover any additional charges incurred, and to cover any damage or loss caused to the serviced apartment(s). This may be requested by the Apartment Provider, (or by us on their behalf) prior to confirming your booking and you agree to provide this security deposit if required and, on the terms, requested by the Apartment Provider or by us.
  6. Change & Cancellation
    1. Once we have confirmed your booking, your right to make a change to your Booking or to make a cancellation will be subject to the property cancellation policy as detailed during the quoting process, and as detailed on your booking confirmation PDF.
    2. If you’d like to make a cancellation or make any change to your Booking, please contact us by email (enquiries@suitehub.com). Cancellations and amendments must be made in writing Monday – Friday (9.00 and 17.30 UK time). Any cancellations made outside of these times or during a public holiday, will be actioned and considered on the next working day. A staff member will confirm back to you once the changes have been made with the relevant property.
    3. Your booking reference number which is found on your booking confirmation PDF, must be included in the email subject line or email body when emailing us to provide notice of your change/cancellation. Suite Hub reserves the right to not accept the notice provided, without a booking reference.
    4. We can’t commit to being able to make any changes or to cancel your Booking which is binding upon you, however we’ll always assist you in trying to achieve your desired outcome.
  7. Pets
    1. Please note that you are not permitted to allow pets (or any other animals) into the serviced apartments without our prior written approval, or unless stated otherwise in our quotation or booking confirmation PDF. If you wish to bring your pet with you to the serviced apartment, please contact us at enquiries@suitehub.com or alternatively you can phone us on +44 (0) 20 3743 7474.
    2. Please note that if we, or the Apartment Provider, has agreed to you having a pet in the serviced apartment, you will be required to comply with any additional rules made available by the Apartment Provider in relation to the same. Furthermore, a security deposit is likely to be required which will be refundable at the end of your stay, provided the serviced apartment has been left in a satisfactory condition. Please also note that an additional cleaning fee is likely to be required on departure and details of this will be provided to you in advance.
    3. Any deposits or addition cleaning fee’s applicable prior to check-in, in relation to pets will be detailed in our quotation to you, prior to confirming your booking, and will be included on your payment request(s). Fee’s associated with any damages caused due to negligence in relation to your pet(s) during your stay are not limited to such pre-paid fee’s as mentioned above.
  8. Consumer Regulations
    1. Certain consumer regulations often require that when purchasing certain things online, consumers have a right to cancel the contract within 7 days of entering it. Such a right does not exist in relation to contracts for the provision of accommodation and therefore you won’t be able to cancel any confirmed booking which has been made with Suite Hub.
  9. Website
    1. You agree that all use of our Site will be strictly subject to and in accordance with our website terms and conditions which can be found on our website.
    2. Any rates we display on our Site should be used as a guide and are for indicative purposes only and are subject to change at any time.
    3. All photos we display for each property on our website are for guideline purposes only and in most cases do not represent the exact apartment you are booking. Sizes and furnishings can vary, but we do our best to represent the apartments as accurately as possible.
  10. Liability
    1. We act as a booking agent for and on behalf of our Apartment Providers and once we’ve received a request for a Booking we’ll endeavour to complete the Booking with the Apartment Provider on your behalf. We don’t own any of the serviced apartments featured on our Site; they are owned by the Apartment Providers or third parties who license the Apartment Providers to book the serviced apartments on their behalf. As such, by making a Booking agree that our only responsibility is as set out in clause X.V below and that we’re not responsible for and will not be liable to you, or to any third party, in relation to the serviced apartment, your use of the serviced apartment or for any acts or omissions of the Apartment Provider. Any such matters must be taken up with the Apartment Provider who is responsible directly to you for such matters and our only obligation to you in relation to this will be to provide you with the assistance set out in clause X.II below.
    2. In the unlikely event that you do have an issue in respect of the Bookings, the serviced apartment, your use of it or any acts or omissions of the Apartment Provider please contact us immediately and we’ll provide you with reasonable assistance with addressing and remedying the issue. Alternatively, if we’ve provided you with the contact details of the Apartment Provider during the booking process or within our Booking Confirmation PDF then you may contact the Apartment Provider directly.
    3. Much of the information and materials provided by us in relation to the serviced apartments, has been provided by our Apartment Providers. Whilst we do carefully select our Apartment Providers and take precautions to ensure that the information concerning the serviced apartment is accurate, complete and up to date, we can’t and don’t make any warranties or representations of any kind in relation to any such material and/or information provided by the Apartment Provider as we’re merely providing it as an agent for the Apartment Provider. However, to the extent that there’s an issue in relation to information provided by the Apartment Providers we’ll assist you in finding a suitable solution in relation to such an issue. To the extent that we become aware of any errors in information we’ll make the necessary changes required.
    4. We will endeavour to pass on to you any information we receive from the Apartment Provider relating to its health and safety policies, but because we do not own or manage the apartments, we cannot and do not provide any warranty or representation in respect of health and safety related matters concerning the apartments (including the Apartment Provider’s health and safety policies) or the condition of the apartments. If you have any queries regarding the Apartment Provider’s health and safety policies or you become aware of any health and safety issues during your stay, please contact the Apartment Provider or, if you would prefer, us in the first instance.
    5. Subject to clause X.IX, the only liability we may have to you in relation to a Booking or a serviced apartment will be: a) to the extent that we make any errors or provide inaccurate information concerning the serviced apartments as set out in your Booking Confirmation PDF, provided the error or inaccuracy was entirely our mistake and not the mistake of the Apartment Provider; or b) to the extent that we make any error in relation to the Booking itself (for example, booking the wrong number of nights) again provided such error was our mistake and not the mistake of the Apartment Provider.
    6. Any liability we do have to you will in any event be limited to the Apartment Charges that you pay to us in relation to the Booking (or Bookings) to which such liability relates.
    7. In the unlikely event that a serviced apartment becomes unavailable on the dates that you have made the Booking for, our liability to you will be limited to suggesting suitable, equivalent, alternative accommodation.
    8. We will not be liable to you for any indirect or consequential loss.
    9. Nothing in these Terms seeks to limit or exclude our liability for death or personal injury which is caused by our negligence or for any other matter which law does not permit us to limit or exclude.
    10. Where relevant we will have no contractual liability whatsoever to any person on whose behalf you have reserved the serviced apartment for and it’s your responsibility to explain the basis on which the Reservation has been made.
    11. All warranties, expressed or implied whether by statute, common law or otherwise are excluded fully permitted by law.
  11. Indemnity
    1. You agree to compensate us against all and any loss, damages and costs sustained by us arising out of any breach by you (or any person or people on whose behalf you make a Booking for or who otherwise use the serviced apartment) of any of these Terms or the Apartment Provider’s General Policies.
    2. Such compensation or liability described in clause XI.I will be limited to the apartment charges paid to Suite Hub, and/or due to Suite Hub in relation to the booking in which the compensation or liability relates.
  12. Termination
    1. In the event that you fail to pay any sums when they fall due under these Terms or you (or any person or people on whose behalf you make a Booking for or who otherwise use the serviced apartment) otherwise breach any of these Terms or the Apartment Provider’s General Policies we will be entitled to terminate our agreement with you and/or your Booking immediately and following such termination you will (and you will procure that any person or people on whose behalf you make a Booking for or who otherwise use the serviced apartment will) vacate the serviced apartment immediately.
    2. In the event that Suite Hub or the Apartment Provider materially breach any of these obligations in these terms and conditions, you will be entitled to terminate the agreement immediately without the cancellation policy being considered, and you will be entitled to any refund of any advance payments for Apartment Charges and/or a refund for any deposits paid in relation to this booking.
  13. Force majeure
    1. We will not be in breach of our obligations under these Terms nor liable for delay in performing, or failure to perform, any of our obligations under these Terms if such delay or failure results from events, circumstances or causes beyond our reasonable control and that could not be anticipated.
  14. Assignment
    1. Neither these Terms nor any rights or obligations under these Terms may be assigned or licensed by you.
  15. Entire agreement
    1. These Terms supersede all prior agreements, arrangements and undertakings between us and you and constitute the entire agreement between us in relation to the subject matter of these Terms, unless specifically agreed in writing by an authorised representative at Suite Hub. You confirm that you haven’t entered into agreement with us based on any representation that is not expressly incorporated into these Terms.
  16. Severance
    1. If any provision of these Terms is prohibited by law or judged by a court to be unlawful, void or unenforceable, the provision will, to the extent required, be severed from these Terms and rendered ineffective as far as possible without modifying the remaining provisions of these Terms, and will not in any way affect any other circumstances or the validity or enforcement of these Terms.
  17. Rights of third parties
    1. The Contracts (Rights of Third Parties) Act 1999 will not apply to these Terms and no party other than we or you may enforce any provision under such Terms.
  18. Applicable law and Jurisdiction
    1. These Terms will be governed by the laws of England and Wales and the English courts will have exclusive Jurisdiction in relation to any dispute with respect to the subject matter or construction of these Terms.
  19. Contacting us
    1. You can contact us by emailing us at enquiries@suitehub.com or alternatively you can phone us on +44 (0) 20 3743 7474 and speak to one of our experienced staff who can deal with any questions you may have.Our help desk is open Monday to Friday, 9:00am – 5:30pm GMT. You may also mail us at Suite Hub Limited, Queen Anne House, 25-27 Broadway, Maidenhead, SL63JA, UK. 

Note: These Terms & Conditions were last edited on May 3rd 2018.