Booking Terms & Conditions

The following Terms and Conditions set out the basis for how reservations / bookings are accepted for clients ("You", "Your party") by Lux Living Cambridge Limited ("Us", "We", "Our"). When booking accommodation with us, you automatically confirm that you have understood and will be bound by the Terms and Conditions set out below.

Facilities and Services

Lux Living apartments are all fully furnished to a high standard and each apartment benefits from a fridge/freezer, washing machine with integrated dryer, oven, hob, dishwasher along with various other kitchen appliances, cutlery, crockery and utensils as well as bedlinen and towels. For your convenience we provide a Starter Pack on arrival containing some tea bags, coffee, sugar, milk and biscuits along with some bathroom toiletries and kitchen cleaning items including dishwasher tablets and washing up liquid. If additional supplies are required then these will need to be purchased by You. Details of local stores can be found in your welcome letter located in each apartment. Cleaning is carried out on a weekly basis for guests staying 7 nights or more, at this time bed linen and towels will be changed. If you require a more frequent cleaning service, we can arrange this at an additional charge, please contact us for details. All apartments have complimentary use of WIFI for your personal usage. We request usage to be of a fair use (under 2GB) and limited to regular internet browsing and email use and not for streaming or downloading files as this could severely affect the usage for our other guests. If a loss of connection occurs We will endeavour to gain reconnection as soon as we can but We cannot be held liable for any losses that may result from the loss of connection. 

Pets

Under no circumstances will we permit pets of any kind in our Apartments. If any pets are found in the apartments, or evidence is found that suggests that they have been at the apartments then we reserve the right to charge for additional cleaning to be undertaken. If it is necessary for us to keep this apartment vacant for a period of time whilst additional cleaning takes place, we will charge you the nightly charge of the apartment whilst we carry out this additional work.

Smoking

We operate a strict NO SMOKING policy at all of our properties. It is forbidden to smoke within the apartment, the communal areas and also within the private balconies and/or gardens, where applicable. Any apartments that smell of smoke or show any evidence that our strict no smoking policy has not been adhered to will result in a charge of £100. If it is necessary for us to keep the apartment vacant for a period of time in order for the property to be fully fumigated and aired then we also reserve the right to charge you the nightly charge for the apartment whilst we carry out this additional work.

Apartment Usage

You cannot sublet our apartments to another individual, group or party.

Some of our apartments benefit from gardens, balconies or terraces, if you have use of one of these areas please be aware of the noise levels you make to limit disturbance to our other guests.

Our apartments are within residential areas and other guests share the communal hallways and corridors. Please respect our neighbours around each of our apartment blocks and also other guests who you are sharing the blocks with to keep noise and disturbance to a minimum, particularly in the evenings/night time. We take the wellbeing of all our guests very seriously and for this reason we will not accept or tolerate any disturbance and/or nuisance including anti-social behaviour that affects our other guests. It is prohibited to use our apartments for a party, social event or gathering under any circumstances.

On arrival, if we feel you are intending to use the apartments for any of the purposes mentioned above we have the right to refuse you entry to the Apartments. If we find you to be holding such an event after your arrival, we will ask you to leave the apartment immediately. In both situations, there is no obligation for us to provide you with a refund or assist you in locating or paying for alternative accommodation.

Number of Occupants

You are responsible for ensuring that the apartment is not occupied by more people than is stated on your Booking Confirmation email, which is set to the number of beds in the apartment. We reserve the right to refuse entry to the apartment if we feel this condition is likely to be breached. There is no obligation for us to refund you. If we become aware that this condition has been breached, we will ask you to leave immediately and you will not be refunded for any part of your stay. Extra beds can be provided on request, there is a cost of £25 per night for a child and £50 per night for an adult.

Check-in and Check-out

The check-in and check-out time are arranged by us.

We aim to have apartments available for check-in from 3pm, however some delays may occur on busy days. An access code is required to gain entry to all of our apartments, where you then can collect the keys. This information will all be explained in your arrival email. We require you to inform us of your arrival time in advance, please do so by calling us on +44 1223 355651 or via email hello@luxlivingapartments.co.uk

An additional charge of £35 is applied when early check-in is requested before 3.00pm.

On your departure day, we require the apartment to be vacated, including all luggage by 10am. We request you to lock the apartment door and then put the keys in the key return boxes located in the entrance hallways of each apartment block. A late check-out can be arranged by email hello@luxlivingapartments.co.uk up to 1pm with an additional charge of £35. Any apartment not vacated by 1pm will be charged an additional nights fee.

Pricing and Pricing Structure

All of our prices are quoted in UK Pounds Sterling and include VAT at the prevailing UK rate, therefore the price you see is the price you pay.

Our rates structures vary based on the length of stay, so the longer you stay the less you pay. If your stay reduces in length resulting in your stay falling into a different price structure you will be required to pay the difference in the two rates from the start of your stay.

Payment Procedure

We offer two types of bookings options, advance purchase and best available rates.

Advance Purchase: These give our most competitive rates and can be booked up to 15 days before the arrival dates. Any booking made on our advance purchase must be paid for in full at the time of booking and is completely non-refundable.

Best available rates: If a booking is made 30 days or more prior to the arrival date, we require an initial deposit payment of 25% at the time of booking, and the final payment of 75% to be paid no less than 15 days prior to arrival. If we do not receive full payment at this point, the booking may be cancelled and the initial deposit forfeited. If a booking is made fewer than 30 days prior to the arrival date, the full payment is required at the time of booking.

Payment

For the convenience of our guests, we are able to accept payments via credit and debit cards or via direct bank transfer. We ask that the payments must be made to Us in UK Pounds Sterling and must be clear of all bank charges, exchange rate variations, and any other deductions

Credit/Debit Card: Visa, MasterCard, Diners or AMEX, Switch, Delta. A 2% surcharge will be made on all Credit Card and non-UK Debit Card payments and a 5% surcharge on all AMEX and Diners Card payments. Direct Bank Transfer:

Account name: Lux Living Cambridge Ltd
Sort code: 201719
Account Number: 23108562
IBAN: GB20 BARC 20171923108562
SWIFT: BARCGB22

Please use your name and invoice number as a reference and email us a remittance advice.

Where Credit/Debit card details are held by Us the Final Payment, or any subsequent payment requests, made in line with these terms and conditions and notified to You, will automatically be debited from the card.

Cancellations and Modifications

If a booking was made directly with us either by our website (www.luxlivingapartments.co.uk), by email, telephone or face to face then you are required to email us with any modification and/or cancellation requests at hello@luxlivingapartments.co.uk It is your responsibility that any modification and/or any cancellation request has been received to us on time and they will be rejected if not. When a booking is made through a third-party agency such as, but not limited to, Booking.com, Expedia, Agoda, Airbnb, Laterooms, unfortunately we won't be able to deal with any modification or cancellation requests. It is your responsibility to make those changes directly with the agency who you originally made the booking with.

If you booked an advance purchase rate then you may cancel the booking at any time but no refunds will be made.

If you booked on our best available rate and you cancel the booking before 30 days prior to the arrival date then you will not be charged a cancellation fee. Any deposit you have previously paid will be refunded to you. If you booked our best available rate and cancel the booking between 15 and 30 days prior to the arrival date, we will charge you 25% of the total reservation price. If you booked our best available rate and cancel 15days or less prior to the arrival date, you will be charged the total reservation price.

We will do our best to comply with your modifications requests, however we won't accept any responsibility for any loss, damage or additional expense that may be incurred due to your changes.

A No show booking (where you do not arrive on the day specified on your booking confirmation) is considered as cancellation unless we have received an email from you telling us to keep the reservation active.

Early departure will be treated as cancellation, and we are therefore not obliged to provide you with any partial refund.

Although we will endeavour to make no major changes or cancel your booking, we reserve the right to re-allocate your stay to another apartment type and/or location at any time. In this situation, we will do our best to allocate a similar or higher standard apartment. We will inform you by email as soon as possible of these changes. On receiving notification, the client has forty-eight hours to communicate non-acceptance of the variation described. If no such communication is received, the client is assumed to have accepted the variation. In the case, we are not able to offer you a comparable or higher accommodation but had arrange to provide a lower standard apartment, we will refund the difference if you have accepted to be relocated, otherwise a full refund of your stay will be proceeded for not accepting the alternative. Unfortunately, we won’t accept responsibility for any fees or costs incurred as a result of any changes. In exceptional circumstances we may find it necessary to cancel your booking and if so, we shall make all reasonable efforts to offer a suitable alternative. If this is not acceptable, and assuming the cancellation is not as a result of events beyond our reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions, we will refund any sum you have paid to us which shall constitute full and final settlement of any liability we may have to you as a result of such cancellation. This does not affect your statutory rights. More specifically, nothing in these conditions shall restrict our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.

Insurance

Although not an essential requirement, we would strongly advise that all of our guests obtain comprehensive travel and personal insurance to cover any charges incurred as a result of a cancellation.

Damage to Apartment

We expect our guests to be respectful of our Apartments and their contents. Please leave the property and all the furnishings clean and tidy when you vacate the property on your day of departure, we are happy for any dirty cutlery and crockery to be placed in the dishwashers. Any damage to the apartment or its contents will be your responsibility and we can pass on the cost of repair or replacement to you. For any loss of keys, there will be a fixed fee of £50.00 per key for its replacement.

Termination by Us

We have the right to terminate a booking at any time on the grounds of abuse to staff or other guests, mistreatment of the apartment or criminal activity on the part of those occupying the apartment or their guests. We are under no obligation to provide any refund or assist in any relocation of guests.

Injury or Loss

We cannot be held responsible for any personal injury, loss or damage to personal effects howsoever arising at the accommodation. Neither We, nor our representatives, can be held responsible for any circumstances beyond our control including, but not limited to, mechanical breakdown, illness or failure of any public service supply.

Rights of Access

We have the right to access the property at any time, with due regard to the convenience of you, for the purposes of inspecting the property and/or carrying out any maintenance or repair works.

Complaints

If you wish to make a complaint of any kind, whether about our apartments or a member of staff, please do so immediately via email (hello@luxlivingapartments.co.uk) or send a letter to our office, The Office, Florian House, Severn Place, Cambridge, CB1 1AL. We will take all reasonable steps to settle the problem. We shall not have any liability for any complaint submitted after your departure date.

Force Majeure

We will not be liable for any delay, loss, damage or expenses incurred if your booking needs to be altered or cancelled or we are unable to perform our contractual obligations as a result of events beyond our reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.

Security of Tenure

As the apartments are used as serviced holiday accommodation they are exempt from security of tenure under the Rent Act

Confirming receipt of your Booking Confirmation email acknowledges your acceptance of these terms and conditions. Payment of the Initial deposit payment or full payment also indicates acceptance of these terms and conditions.