For City Pad guests

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract between us. A contract shall only arise between you and the property owner when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by email.

The following Booking Conditions together with the general information contained on the website form the basis of your contract with the Owner of your holiday let property as marketed by City Pad Ltd, 152 Edward Street, Brighton, EAST SUSSEX, United Kingdom, BN2 0JG. Please read them carefully as they set out your respective rights and obligations. 

[In these Booking Conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date). "We" and "us" means City Pad Ltd. ‘Owner’ refers to the owner of the property.

City Pad Ltd acts as booking agent and marketeer, working on behalf of the property owner. Following booking confirmation and payment, the contract is between you, the guest, and the owner of the property you have booked.

You agree that this property is rented to you on a 'Holiday Letting' basis as defined in the Housing Act 1988 and that no statutory periodic tenancy shall arise under any circumstances.

City Pad Ltd does not store any credit or debit card information. Nor do we share any information with any third parties.

Please note all bookings are subject to a 1.5% processing and admin fee calculated on the 'Total' amount shown in your initial quote regardless of method of payment.

All bookings are made subject to these booking conditions.

Property Access

Key collection is organised through your landlord's Property Manager. Each Property Management company has individual policies and charges detailed below.

By placing your booking you agree to the following conditions and charges: 

Office Hour Access

The owner provides FREE access to properties between office hours Monday - Friday 3pm - 5pm excluding bank holidays.

Out of Hours Access 

Guests arriving outside of office hours may be required to pay a key collection fee to the owner’s property manager. All payments to be made directly to Property Management company in line with their terms.

If you would like to know which company your property is managed by before booking then please do give us call.

Pro Star Services:
A FREE 24 hour key collection service is offered from a secure city centre key safe.  An optional meet and greet service during office hours is provided for £30 should guests prefer to be met at the property.

Brighton Shine: 

Day	Time	Meet and Greet Price
Monday - Saturday	3pm - 6pm	FREE
Monday - Saturday	6pm - 7pm	£10
Monday - Saturday	7pm - 9pm	£15
Monday - Saturday	9pm - 11pm	£20
Sunday & bank holidays	11am – 5pm	£20 (£25 after 5pm)

PTG Services:

FREE 24 hour city centre key safe collection.  Chargeable meet & greet service can be arranged upon request.

Simply the Best:

Day	Time	Meet and Greet Price
Monday - Saturday	3pm - 5pm	FREE
Monday - Friday	5pm - 9pm	£20
Monday – Friday	9pm – 11pm	£20
Saturday	5pm - 9pm	£25
Saturday	9pm – 11pm	£30
Sunday / Bank Holiday	9am - 5pm	£25
Sunday / Bank Holiday	5pm - 9pm	£30
Sunday / Bank Holiday	9pm – 11pm	£35

Christmas Day/Boxing Day/New Year Eve/New Years Day   9am – 6pm £40 by prior arrangement

Pick up Peacehaven only by prior arrangement. 

After hours key delivery may occasionally have to be arranged through local taxi company, payment to driver on arrival (Local taxi rate)

Guest Numbers

Unless otherwise agreed with City Pad, the number of guests (adults and children) staying at the property must not exceed the number stated at the time of your booking. We regret that we are unable to offer any refunds should the numbers in your party change at anytime.

Sofa Beds / Chair Beds

City Pad accepts no responsibility for the absence of sofa beds, chair beds or linen if these were not selected at the time of making the booking.

Mid-Stay Cleans & Linen Changes

Bookings lasting 1-11 days: Mid stay clean & linen change may be booked and paid for by the guest
Bookings lasting 12-17 days will receive a FREE weekly mid stay clean and linen change half way through the booking. Bookings lasting 18 days+ will receive a FREE weekly mid stay clean and linen change every 7 days.

Please note FREE mid stay cleans may not apply to long bookings with discounted prices.

Age Restrictions

Unfortunately we are unable to confirm bookings to groups where all members of the party are under the age of 18.  We reserve the right to refuse bookings if any member of the group is under the age of 18 and where a legal guardian is not present.

Arrivals

Please contact your property manager at least 24 hours in advance of your stay to organise access to your property.

Check In / Check Out

Check in is at 3pm & check out at 10am. Cleaners arrive at the property for 10.15am. Please ensure that you have left the property by the check-out time. Delaying the start of a property clean through late check-out will result in a deduction from your security deposit.

It may be possible on occasion for you to receive an early check in or late check-out. Please contact the landlord's property manager directly to check if this is possible. A small charge may be payable to the property manager for this service.

Payment

In order to confirm your stay, a deposit of 25% of the full payment (or full payment if booking within 28 days of departure) must be paid at the time of booking.

This deposit is non-refundable/transferable in the event of your cancellation or failure to pay on time as set out below.

The balance of the cost of your stay must be received by us not less than 28 days prior to arrival (or at the time of booking if this date has passed). This date will be shown on the confirmation invoice. If you have not paid in full and on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out below will be payable.

Security Deposit

You must pay a security deposit as indicated at the time of booking, 28 days before the start of your stay (or at the time of booking if this date has passed). The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party (for example telephone calls) will be deducted by us from the security deposit at the end of your stay. If no deductions are required your security deposit will be refunded in full to you 7 days after your departure from the property. If the security deposit is not sufficient to cover any damage caused or service charges incurred by you, you will be responsible for paying us any additional monies required immediately on request from us.

If you made a split payment with PayPal and a direct bank transfer then your deposit will be returned to the card registered with PayPal up to the value of the original amount paid with PayPal. Any remainder will be transferred to your bank account.

International Transfers

All security deposits transferred to international bank accounts are subject to a £15+VAT bank transfer fee.

Your contract

A binding contract comes into existence once we have sent written confirmation to you following receipt of your deposit payment (see clause above). If you cancel after paying the deposit our normal cancellation charges will apply. This contract and all matters arising out of it are governed by United Kingdom law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the Courts of United Kingdom.

The cost of your stay

The price of your stay will be confirmed at the time of booking, subject to the correction of errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error no later than 5 working days of receipt of your deposit. Should the corrected price be higher than your initial quoted price and you wish to cancel, you may do so free from any cancellation charges.

Changes by you

Should you wish to make any changes to your confirmed booking, you must notify us by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. An administration fee of £25 + VAT will be charged for all amendments to bookings. 

Cancellation by you

Should you need to cancel your stay after the contract has begun, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when we receive it in writing or via email at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost of the booking excluding amendment charges. Amendment charges are not refundable in the event of cancellation.

Period before start of stay within which written/email notification of cancellation is received by us	Cancellation charge
more than 4 weeks	deposit only
4 weeks or less	deposit + 100% of balance

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.

Insurance

It is strongly recommended that you take out adequate cancellation / travel insurance. Please read your policy details carefully. It is your responsibility to ensure that any insurance cover is adequate for your particular needs.

Changes and cancellation by us

Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

We would only cancel your holiday if your accommodation was unavailable for reasons beyond our control e.g. maintenance issue, landlord sells property. We would however attempt to offer you alternative accommodation. If this was not possible, or unacceptable to you, then we would refund all monies paid by you.

We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.

Very rarely, we may be forced by "force majeure" (see below) to change or terminate your stay after arrival but before departure. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.

All guests are encouraged to take out adequate insurance to protect against any such cancellations.

Force Majeure

We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

Our Liability to you

We promise to provide your accommodation with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about "fault" above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -

(a) the fault of the person(s) affected or any member(s) of their party or
(b) the fault of a third party not connected with the provision of your accommodation by us which we could not have predicted or avoided or
(c) an event or circumstance which could not have predicted or avoided even after taking all reasonable care (see clause 9)

In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.

Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.

*We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.

*Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £35 per person affected as you are assumed to have taken out adequate insurance at the time of booking.

Suitability of Property

By booking a property you agree to have made all of the necessary checks and enquiries to ensure that the property is suitable for your requirements.  If you have any medical conditions e.g. Asthma, animal allergies, fear of heights etc you agree to have made all the necessary checks and enquiries to ensure that the property is suitable e.g. severe asthma sufferers should enquire if a basement property would be suitable for their needs.  Please note if you have not made the relevant enquires and informed City Pad staff of your requirements and you find the property not to be suitable for your needs you will be refused a relocation and refund.

All properties are marketed online with descriptions, floor plans and photographs which accurately depict the property condition, size and location.  All properties are individually owned and as such we are unable to relocate guests from one property to another should you not like the property on arrival.

Internet & Entertainment Equipment

We are unable to guarantee that any entertainment systems advertised will not experience technical difficulties during your stay. The owner's property manager will do their utmost to rectify any situations that do occur.  We are unable to offer any refunds associated with malfunctioning internet, iPod doc, CD player, DVD Player, Video Player, Games Console or other entertainment device.

External Factors Affecting Your Stay

When making a booking you are renting the specific dwelling which may be part of a communal building. City Pad and the owner cannot be held responsible for any external factors outside of their control which might affect your stay.  Such factors might include scaffolding, exterior works to the building, broken down lift, neighbours carrying out building works, the order of the communal hallways, external noise etc. Where possible City Pad aims to inform all guests of any works being undertaken where information is provided to them. 

Rights of Entry

We reserve the right to access the property at all reasonable times giving you 24 hours' notice. In cases of emergency or urgent property maintenance or repair we reserve the right to gain access to the property without notice.

Behaviour

You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Owner we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. Serious complaints regarding your behaviour and specifically failure to agree to our noise policy below may result in part or full retention of your security deposit.

Noise

We kindly ask that you are respectful of neighbours and to avoid complaints keep noise to an appropriate level after 11pm. Please be watchful of noise when returning to your property after a late night out. We understand the importance to our landlords of having happy neighbours and subsequently take noise complaints very seriously. Complaints from neighbours due to inappropriate noise levels may result in deductions from your security deposit or you being asked to leave the property. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. Neighbours are encouraged to contact the Brighton Noise Patrol Team if they encounter repeated problems with unreasonably noisy guests. Please help us continue to offer quality holiday lets in beautiful residential areas by helping to keep our neighbours happy.

Breakage / Damage Deposit Deductions

City Pad reserves the right to make deductions to your security deposit for any damage / breakage to the property or for breaking any deposit related clauses outlined in this contract. The majority of guests are very respectful and subsequently it is very rare that we are ever required to make any deductions. Please read the following examples to help ensure that you avoid any unnecessary deductions:

• No Smoking: All properties are non-smoking and carry a minimum £150 fine

  Pets: only where permission previously sought will pets be allowed in the property. Deductions for additional cleaning will be made where permission has not been granted

  Out of hour contactors: Where guests call an emergency contractor (after the landlord's Property Management agency has closed) and it is not found to be an emergency, guests will be liable for any associated costs.

  Out of hour locksmiths/call out charges: where guests call a locksmith to gain access to a property and it is found not to be the fault of the lock/key or where guests lose / forget keys after hours, guests will be liable for any associated costs (e.g. call out charges by landlord / property management agency etc)

  Lost Keys on departure: Guest will pay a minimum of £25 for each set of keys lost (prices will vary from landlord to landlord). If a landlord decides to change the locks as a result of lost keys these costs will be passed onto the guests

  Property Departure: Properties should be left in a tidy manner, with all rubbish removed from the property, washing up completed, dishes put away, furniture placed in its original location. Any excessive time needed over and above a standard turnaround clean will be deducted from your deposit.

  Check out 10am: Unless a late check-out has been organised the property must be vacated by 10am to allow cleaners to access the property.  Deductions will be made if a property is not vacated on time. 

  Where the cost of any damage exceeds the security deposit paid, you agree to forward to City Pad the difference of any monies owed. Failure to do this will result in legal proceedings.

  **Please note it is only on rare occasions that we are required to make necessary deductions from deposits.

  Special requests and Medical Problems

  If you have any special requests, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.

  If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

  If you have any medical conditions e.g. Asthma, animal allergies, fear of heights etc you agree to have made all the necessary checks and enquiries to ensure that the property is suitable e.g. severe asthma sufferers should enquire if a basement property would be suitable for their needs. 

  You confirm that you fully understand and agree with the conditions outlined in the ‘Suitability of Property’ section of these terms.

  Complaints and Problems

  In the unlikely event that you have any reason to complain or experience any problems with your stay please follow the procedure below. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify us of the complaint or claim entirely in accordance with this clause and the complaints procedure below.

  In the event of any problems you undertake to do your best to resolve or minimise the problem in order to avoid any prejudices that could result. You agree to give us the necessary time to resolve the problem. Failure to allow sufficient time to rectify an issue will result in your forfeiting your right to any compensation.

  Please note the owner’s Property Manager is employed directly by the owner and is NOT a member of City Pad staff. Making comments to or complaining to your Property Manager is not the same as logging a complaint with City Pad.

  Procedure: Minor Issues

  Please ensure that you check the property thoroughly upon arrival and conduct the appropriate arrival checks as detailed in your arrival document. Should you have a complaint please contact the owner’s Property Manager immediately who will work to rectify the situation promptly.  Please ensure that you call during office hours in order for the situation to be resolved quickly.

  If the issues are not resolved by your Property Manager please contact the City Pad office. 

  Procedure: Serious Issues

  If you have a serious complaint that cannot be rectified by the owner’s Property Manager you must contact City Pad immediately by phone and also confirm your complaint in writing within 24 hours by e-mail. Please take photographs where possible to support your complaint. 

  Complaints reported at the end of the stay or after departure will not be taken into consideration and refunds will not be given. Complaints received part way through a stay based on an issue experienced throughout the stay will be judged from the time a complaint was reported to City Pad.

  Delaying reporting an issue may cause additional damage to the property, e.g. by not reporting a leak could unnecessarily damage the carpets.  Damage caused as a direct result of delaying or not reporting a property maintenance issue may result in a deduction from your deposit.

  If the issue becomes apparent on a Saturday or Sunday please leave a message on the City Pad answering machine and contact your Property Manager allowing them plenty of time to try to rectify the situation. Please bear in mind that City Pad will not be able to respond until the next working day but in the majority of cases, issues can be resolved by the owner’s Property Manager. 

  On the very rare occasion that an extreme issue may occur on a weekend or bank holiday that results in you feeling you have no choice but to leave the property, please express this to the Property Manager who will contact the property owner for instruction.  City Pad will decide on an appropriate refund based on the inconvenience caused. Please note non-emergency issues e.g. décor, cleaning, faulty entertainment system etc. will not be escalated to the owner at weekends and as such, under these circumstances, if you leave the property prematurely you may not receive a refund.  All such issues will be dealt with by City Pad on the next working day.

  Unless the terms of the contract have been breached, choosing to leave the property early does not increase the likelihood of you receiving any refund. Please bear in mind that you are obliged to give us the time necessary to resolve any problems arising. 

  Please do not engage in any discussions with the owner’s Property Manager regarding any refunds or relocations as they are not members of City Pad staff.

  Please note that the property is not an official tourist structure, such as a hotel, residences, etc. but a private dwelling. Being such, there is no standard or categories that are internationally recognised, indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of of its architecture and of traditions in the area - but which cannot be accepted as complaints.

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