Your agreement is between you and the Pavilion Holiday Apartments. References to ‘we’, ‘our’ and ‘us’ in these terms and conditions apply to the Pavilion Holiday Apartments. References to ‘you’ and ‘your’ in these terms and conditions are to you, the person making the booking and, where applicable, to every member of your party.

There will be a contract between you (the customer) and us (the property):

• When we accept your initial payment
• If we issue you written confirmation
• If you book online when your booking is confirmed

The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. You remain the lead guest and contact point for the booking. We will only discuss details of the booking with you, the lead guest. We cannot accept bookings from anyone under the age of 18.

Credit card information is required in order to guarantee your reservation. Our apartments are NOT suitable for stag/hen/groups and the management reserve the right to refuse your stay and no refund will be given.

When booking with us, your credit card will be charged a deposit at the time of booking. This deposit will equal the amount of the first nights stay. The balance will be requested 8 days prior to arrival.

If you have booked online we do not accept bookings for multiple apartments, please contact us directly on 07591 205 098 or email stay@pavilionholidayapartments.co.uk to discuss your requirements.

Bookings made less than one month prior to arrival and of a duration of longer than one night, may be subject to a credit card swipe, due on check in.

The credit card used to make the original booking must be present and ID matching the cardholder will be required upon check in.

We have the right to refuse your booking or not to issue access on arrival to any persons or groups at our discretion.

We reserve the right to cancel any online booking that we reasonably believe breaches our terms and conditions of booking.

2. Alterations to our booking

Once there is a contract you cannot transfer your booking to anyone else or change it without our agreement. Once a booking has been confirmed to us by you, should you require it to be amended for any reason, if there is availability and we accept the change, there may be an administration charge for the alteration. If you alter your booking to a date with a higher tariff then you will be required to pay the additional cost, if you amend your dates to a lower tariff then the costs will be reduced at our discretion. We are unable to amend your dates within 1 day of arrival.

3. Cancellation by you

If your circumstances change, even if you have changed your mind and need to cancel your booking, please notify us in writing up to 8 days prior to your date of arrival and we will give you a FULL REFUND. Within 2-8 days of your arrival, please notify us in writing and we will offer you a CREDIT to the full value of your stay. This can be used to RE-BOOK WITH US DIRECT subject to availability. Your credit amount will be valid for up to 12 months from your original booking date. We are unable to amend your dates or offer a credit within 1 day of arrival. Should you need to cut your stay short after it has commenced, we regret that we are unable to refund any monies paid.

4. Cancellation by us

If an apartment is not available for whatever reason we will transfer your booking at no extra cost to an alternative apartment that is acceptable to you or alternatively, refund your total cost paid, but you will have no additional claim against us. We reserve the right to move your booking to an upgraded accommodation without prior notice and at our expense.

5. Prices

The apartment prices displayed are ‘from’ prices and are the lowest prices available in the applicable date range. In the event of exceptional circumstances, we reserve the right to vary prices without notice. All prices are subject to change and may go up or down in response to changing market pressures. Any quotations obtained before confirming a booking are subject to change.

6. Payment Policy

If you booked to stay with us you will be charged the first night as a deposit. The balance of your stay will be charged 8 days before your stay. Should you change your mind within 2-8 days of your arrival date, please notify us in writing and we will offer you a CREDIT to the full value of your stay. This can be used to RE-BOOK WITH US DIRECT subject to availability. Your credit amount will be valid for up to 12 months from your original booking date. We are unable to cancel, amend or offer any credit within 1 day of arrival.   For bookings made less than 8 days in advance, full payment must be made at time of booking.

We reserve the right to cancel your booking and retain all monies paid if we have not received full settlement 8 days prior to arrival, and resell. Please note, we do not send another reminder after your initial confirmation has been sent to you.

7. Number in your party

The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation advertised. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party to our apartments. Only the persons listed on your booking are entitled to stay in your booked accommodation.

8. Cots

Cots can be hired in the apartments at a cost of £10 per stay. Pre-booking is recommended as they are subject to availability. Please note cot linen and pillows are not provided.

9. Child Policy

Children under two years of age in a travel cot – Free of charge

10. Guests with special needs

Our apartments are situated on the first and second floors of our building and are accessed by stairs only. Therefore, may not be suitable for wheelchair users or visitors with mobility difficulties. If you do not make us aware of any requirements before you book we cannot be responsible if the accommodation is unsuitable.

11. Pets

Pets of any sort are not permitted at The Pavilion Holiday Apartments. However, registered guide and hearing dogs belonging to those with visual and hearing impairments are permitted free of charge. This must be made aware to us at the time of booking. You will be expected to clean up after your guide dog and any mess deemed unacceptable by us is subject to a cleaning charge. All breakages, damage, cleaning or loss of property will be chargeable and can be charged to your credit / debit card without further notice.

12. Arrival and departure times

The apartments are available from 3pm on the day of arrival and must be vacated by 10.30am on the day of departure.

Should you require a late check out, this will be charged at £20.00, however is subject to availability.

Check in must be before 10pm on the day of arrival unless prior arrangements have been made with us. If you have not contacted us to advise us of your late arrival we will assume the booking has been cancelled and the booking cost will be retained by us.

We operate a keyless entry system so you are not tied to time. We will send you a SMS text message on the day of arrival to confirm the apartment is ready and then send you your access codes so you can enter the apartments. Any questions or queries guest services can be contacted on 07591 205 098.

13. Guest behaviour

Our apartments are intended for both families and couples/singles and behaviour of all party members should be appropriate and respectful of other guests and members of staff. If we feel your behaviour is illegal, offensive, disruptive or inappropriate you will be asked to leave immediately and no refund of monies paid will be made. All breakages, damage, cleaning or loss of property will be chargeable and can be charged to your credit / debit card without further notice.

14. Smoking

It is illegal to smoke inside enclosed public buildings. Therefore, smoking is not permitted anywhere within our apartments or communal areas. If the fire alarm is triggered, it takes 30-40 minutes to clear and is linked to the Fire Brigade. Being classed as a false alarm they will make a charge which you will be directly liable for. In the event that we find you have been smoking in our accommodation, we reserve the right to charge you a cleaning fee of £100.

All common areas are protected by 24hr monitored CCTV.

15. Health & Safety

We take the health & safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the apartment and building and the health and safety procedures as detailed in your apartment.

16. Parental responsibility

Children remain the responsibility of their parents or guardians at all times. Children must not be left unattended in the apartments at any time.

17. Linen

We provide all linen, apart from cot linen, in our apartments. For long stays of more than week, linen will be changed on a weekly basis.

18. Client Liability

On arrival you must notify us of any breakages or damage to the apartment within two hours of check-in. All breakages, damage, cleaning or loss of property will be chargeable and can be charged to your credit / debit card without further notice. Any guests found to be using the property for improper or illegal purposes will be asked to leave without notice and without refund.

19. Limitation of liability

We will not be liable to any person staying at The Pavilion Holiday Apartments for any personal injury, fatal or non-fatal unless caused by a negligent act or omission by the company or its employees. Nor shall we be liable for any injury, loss or damage to any property including personal effects or luggage however caused or sustained except where it is caused by our negligence or fault. If you leave any property in your apartment after departure, we will aim to return this to you but we cannot be held responsible for any loss or damage.

20. Our service to you

In the unlikely event of there being a problem or dissatisfaction with any matters under our control during your stay please report them immediately so that we may have the opportunity where possible to rectify issues. We will not be responsible for any issue which you knew about during your stay but did not report to us during your stay. If you feel the reported matter is not resolved to your satisfaction during your stay, please contact us in writing within seven days of returning from your stay. We cannot accept liability in relation to any claim of whatever nature if you fail to notify us within seven days from the end of your stay. We will respond to your concerns within 28 days of receipt.

21. Errors

Whilst every effort is made to avoid changes or errors, we are only human. Please check and/or query the details and price of your booking at the time of booking or immediately on receipt of your confirmation. If we discover an error in the pricing of your apartment you have booked, we will tell you and ask whether you wish to continue with the booking or cancel it free of cancellation fees.

22. Marketing accuracy

Every care is taken to ensure that all marketing information is accurate at the time of going to press. Photographs are intended for guidance only.

23. Guest Services

Our guest services team is available to ensure your stay is as comfortable and enjoyable as possible. Contact details are made available in your confirmation.

24. Data protection

The information you give us in connection with your booking is held securely on our computer system in accordance with the Data Protection Act 1998. By providing us this information you deemed to accept this and to have the consent of all members of your party to this. However, please note we can only discuss/amend a booking with the lead guest. Please make sure other members of your party agree to this. We keep this information to help us improve our service to you and to provide you with information about our apartments. We will not disclose this information to any person outside of The Pavilion Holiday Apartments, unless we are legally required to do so for the purpose of crime prevention