City Wall House Reading, United Kingdom

Terms and conditions

Terms and Conditions 

These conditions apply to all bookings made with City Wall House Limited ("City Wall House", "us" "we") registered in England under number 3450353 and whose registered office is Windmill House, Victoria Road, 

Mortimer, Reading, Berkshire, RG7 3DF and 

You as the "booker", accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others regardless of whether the booking is made by telephone, by e-mail, through our website or by any other means. 

Booking 

Any booking made by you shall be deemed to be an offer by you to rent the relevant apartment(s) subject to these conditions. Bookings are confirmed when City Wall House has accepted the booking by sending you a Booking Confirmation form by email and has taken payment in full, unless otherwise agreed in writing. For any booking to be confirmed by City Wall House, a payment date and method must be agreed in advance. This applies whether you are booking by telephone, email or via our website. In addition by visiting or using our website, you agree to comply with the Site Terms and these Booking Conditions. 

 

We reserve the right to refuse, at our sole discretion, any booking you make with us. 

 

In respect of bookings made by City Wall House on your behalf, we may act as an introductory agent on behalf of our preferred suppliers. Your contract for such bookings will be with the actual preferred supplier. All such bookings will also be subject to the relevant preferred supplier's conditions in addition to these conditions. The Booker will be notified at the time of booking if the apartment being offered is operated by a preferred supplier and also if further preferred supplier's conditions will also apply. A copy of our preferred supplier's terms and conditions are available upon request. 

 

Should payment not reach City Wall House within the required time, City Wall House reserves the right to suspend or cancel any bookings made and any deposit paid may be forfeited. Any late payments will result in interest being charged on the sum due at a rate that is 4% above Bank of England base rate for the period concerned. 

 

Where City Wall House is unable to confirm the initial requested accommodation, City Wall House will endeavour to provide a similar alternative and an email or other notification will be sent to inform you of the details. City Wall House will endeavour to hold the reservation for 48 hours in order for you to signify acceptance by making payment in full. 

 

As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should notify City Wall House immediately. City Wall House cannot accept any liability if we are not notified of any inaccuracy in any documentation within 48 hours of it being sent out. If there is an obvious error in the booking confirmation or invoice, City Wall House reserves the right to correct it as soon as we become aware of it 

 

It is the responsibility of the Booker to notify City Wall House at the time of booking of the names of all of the relevant guests and whether they are adults or minors and to supply a contact telephone number or e mail address of the prospective guest. Bookings for accommodation will require the full names and contact details of each adult guest staying at the apartment' Passport, visa and health requirements for you and your party are your responsibility 

 

City Wall House will endeavour to assist guests with special requirements. Please ensure City Wall House is made aware in advance, of any special requirements, at the time of booking. Although we will do everything possible to meet reasonable requests no guarantees can be given that any request will be met. Access information to all City Wall House properties is available on request 

 

For maximum occupancy in an apartment "Accommodation and Occupancy" below: 

 

 

Payment 

 

Full payment for the rental is due no later than 14 days prior to the arrival day unless otherwise agreed. 

 

Payment Methods 

 

Payment can be made through any of the following methods: 

•Debit/credit cards (Visa, MasterCard, Debit Card, and American Express) credit cards will incur a transaction fee of 3.5% including VAT of the total payable. There is no transaction fee if payment is made by debit card. 

•Company Cheque: Pounds Sterling payable to 'City Wall House Limited'. 

•Bank Transfer: Pounds Sterling (bank details are shown on the invoice and are also available on request). • Pre authorisation by credit card and then full cash payment on arrival 

Clients making payments by credit card, cheque or bank transfer must ensure that they allow sufficient time for the payment to clear into the City Wall House account. Access will not be given to your accommodation until cleared funds have been received. 

By agreeing to these conditions, you authorise us to use your debit/credit card details to process any payments.  

 

Rates 

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Rates can go up or down. Rates quoted are based on the rates prevailing at the time a booking is confirmed. Rates will be quoted in pounds sterling exclusive of VAT. VAT is charged at the rate in force at the time of booking. Once a booking has been confirmed, City Wall House will not change the rate quoted unless you amend the booking. 

Bookings from Private Clients 

If you are booking as a private individual, City Wall House requires immediate payment by debit/credit card in order for your booking to be confirmed. This is regardless of how far in advance you are making the booking.  

 

Bookings from Corporate Clients with no account with City Wall House 

If you are making a booking for a business travel stay on behalf of a company, which does not have a credit account set up with City Wall House, and you are booking less than 14 days in advance of the guest's arrival date, City Wall House requires immediate payment by debit/credit card in order for your booking to be confirmed. 

If you are making a booking for a business travel stay on behalf of a company, which does not have a credit account set up with City Wall House, and you are booking more than 14 days in advance of the guests arrival date, City Wall House require debit/credit card details in order to for your booking to be confirmed. City Wall House will then take payment using the credit/debit card details supplied 14 days in advance of the arrival of the guest, if the client has not already made payment by electronic bank transfer. 

Payment must be received in advance of arrival, in order for City Wall House to allow the guest to check in to their apartment. 

Bookings from Corporate Clients with an account with City Wall House 

If you are making a booking for a business travel stay on behalf of a company, which does have a credit account set up with City Wall House, then there will be specific terms governing the payment of invoices which will have been agreed during the opening of the account. Each corporate account with City Wall House will have an agreed credit limit applied to it. If the balance on the company account exceeds the agreed limit, then a payment will need to be made in order for further bookings to be confirmed, regardless of whether the invoices on the account are due or not.  

 

Security Deposit 

A Security deposit to cover any additional charges, including breakages, damages and additional cleaning incurred during your stay, may be taken at the time of booking or on arrival at the apartment. City Wall House reserves the right to deduct from the Security deposit, without further notice, all amounts chargeable under these Booking Conditions, including, further accommodation charges. City Wall House reserves the right to vary additional charges without notice.  

 

Cancellations 

Once a booking has been confirmed by City Wall House, should you wish to cancel your booking, any request for cancellation must be confirmed in writing. 

Refunds will not be made for non-arrivals. Non-arrivals will be treated as a cancellation and will be subject to a 100% cancellation charge. 

Unless otherwise agreed, you may cancel this agreement at any time without penalty by giving notice of at least 14 days before the booked arrival day. 

Cancellations, either before or after the booked arrival date, must serve a 14 day cancellation notice. 

Cancellations within the 14 day period will incur a charge of two week's rental or the total amount due, whichever is the lower. 

If you wish to cancel or change an extended booking (see "Extensions" below), the 14 day cancellation policy will apply equally to extended bookings. These charges apply to notification advised prior to arrival and/or during your stay. 

City Wall House reserves the right to treat an early departure or reduction in the number of nights or apartments booked which results in a reduction in the overall charges payable as a cancellation. 

City Wall House does not expect to have to make any changes to your booking. However occasionally bookings have to be changed or cancelled or errors in information or other details corrected and City Wall House reserves the right to do so. If this does happen, City Wall House will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. 

If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled City Wall House will, if possible and as soon as is reasonably practical, offer you an alternative apartment (from the range advertised by City Wall House) of similar type and standard in a similar location for the same period. As the alternative property is likely to be operated by a different preferred supplier to that of the original apartment booked, the advertised cost of the alternative apartment will be payable. If the alternative apartment is advertised at a lower price, you will receive a refund (if you have already paid the total accommodation charges) of the price difference. 

If you do not wish to accept a change or any alternative apartment offered or City Wall House cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to City Wall House unless this is the result of an event beyond our control (see "Liability" below). You should tell City Wall House within one working day of receipt of notification of any change, whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund. 

 

Booking Extension 

Extensions for current bookings are subject to availability and availability must be confirmed with City Wall House. Extensions are under the same terms and conditions as the initial booking.  

 

Other additional charges 

There may be additional charges for secure parking, baby cots, high chairs and Z beds. The requests for these services MUST be made at the time of booking and the rates for these services will be specified in the booking confirmation. Payment for these is due in advance of the arrival date. 

Accommodation and Occupancy 

City Wall House will provide you with the accommodation specified as per the booking confirmation, or of a similar standard and location, to live in from the specified arrival date to the specified departure date at the daily rate shown on the booking confirmation plus VAT 

The permitted occupier/s must not do anything, or allow anything to be done, which may be a nuisance or annoyance to City Wall House and it's occupiers or the occupiers of any adjoining premises or which may alter or cancel the insurance of the property. Guests are required to behave in a responsible manner, respect the apartment, its environment and their fellow guests and keep noise to a minimum between the hours of 10pm and 7am. This includes causing any sort of nuisance or disruption to fellow guests or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. City Wall House has a 'zero tolerance' to abusive or threatening behaviour. In these cases City Wall House reserves the right to cancel any booking with immediate effect and without refund. 

City Wall House will arrange the cleaning of the accommodation and launder the linen once a week unless otherwise specified. 

City Wall House will pay for the gas, electricity, water and cable or satellite TV where provided, broadband connection and Council Tax. 

City Wall House will coordinate the maintenance and service of the property including all appliances and furniture when necessary on reasonable notice. 

All apartments are occupied as serviced apartments and on the basis that no rights of tenancy are created, If this contract is with an individual person (as opposed to a company) then by entering into this agreement the person is declaring that the apartment booked is not his/her principal place of residence. 

Please take note of the maximum number of people per apartment; if this is found to be exceeded there will be an automatic charge of the daily rate for an additional apartment with the required accommodation to house those individuals. 

Studio apartment - maximum occupancy is two people. 

One-bedroom apartment - maximum occupancy is two people. 

Two-bedroom apartment - maximum occupancy is four people. 

Maximum allowance for additional fold up beds and/or baby cots in an apartment is one. 

Guests are responsible for their visitors. City Wall House operate a strict 'no parties' policy 

Any guests who do not comply with these Terms and Conditions, and who use the accommodation for any illegal or unauthorised purpose may be asked to find alternative accommodation  

 

Arrival 

Check-in is from 2.00 p.m. on the day of arrival unless otherwise agreed. 

Arrival and key collection information will be provided before the arrival day via e mail and on the Booking Confirmation Form. 

An early check in cannot be guaranteed unless the booking is made from the night before arrival. 

If an Out of Office Hours check in has been requested, it is essential that the guest makes a phone call to the City Wall House Emergency Telephone Number (stated on the Booking Confirmation form) at least one hour prior to check-in, in order to confirm their arrival time. If the arrival call is not made by the guest, a member of the City Wall House team will not be available to greet you and give you access to the apartment and the guest may have to wait for the arrival of the Out of Hours representative. The arrival phone call must be made by the guest, regardless of whether an arrival time may have already been confirmed in advance. 

In some cases, an accompanied check-in may not be possible. If this is the case, key collection details will be provided to the Booker prior to the check-in date. Key Safe codes and other relevant details will only be provided after a booking is confirmed. It is then the Booker's responsibility to ensure that the guests have the key codes and other relevant information, provided to them by City Wall House, to allow guests to access the apartments. 

The agreement and client information form will be left in your apartment, please complete and sign the agreement and key receipt within 24 hours of check-in and a member of the City Wall House team will collect these from your apartment  

 

Departure 

Guests must depart by 10.00 a.m. on the day of departure unless otherwise agreed. Should the guest wish to check out at a later time, they must contact City Wall House a minimum of 48 hours prior to departure to enquire whether this is possible, this will incur an additional charge. City Wall House reserves the right to charge an additional night for any late check out where agreement has not been granted by City Wall House 

City Wall House expects the apartments to be left in a reasonable state on departure. If, at City Wall House's discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge. In addition, if an apartment is deemed unfit for occupation due to damage caused to interior décor or furnishings, the booker will be obliged to pay compensation to City Wall House at the daily rate agreed at the time of booking until the apartment has been able to be returned to the condition on the booked arrival day in addition to the costs of cleaning and repair.  

 

Accommodation 

City Wall House primarily offers accommodation under its direct control, however, in some cases acts as an agent on behalf of its preferred suppliers in relation to the accommodation owned or controlled by those preferred suppliers. Reasonable care has been taken that the content of the City Wall House website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on the City Wall House website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that City Wall House cannot check the accuracy of all information provided by its preferred suppliers. City Wall House reserves the right to notify you of any changes to the published content as they are made aware of it. Given the above factors, City Wall House does not warrant that any of the content on the City Wall House website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. City Wall House website may link to other websites and City Wall House is not responsible for the data policies, content or security of these linked websites. 

You should note the following about City Wall House operated and preferred supplier apartments: 

•Apartments are individual and vary in style, size and layout. Although City Wall House takes care to provide furnishings of a consistent style and standard, furnishings within preferred supplier apartments may not be uniformly standard. Although accommodation and location are confirmed in advance, the exact apartment may not be guaranteed earlier than 48 hours prior to arrival. 

•The City Wall House website (and/or other means of promotion or advertising) may contain a plan of the layout of the apartment. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan. 

•The number of people permitted to occupy each apartment is limited to the number of beds, and the number of guests that City Wall House expect to occupy the apartment will be confirmed on the booking confirmation form. In some apartments extra beds can be provided and this will be at a charge to be agreed at the time of booking. See Accommodation and Occupancy terms of business. 

•You and your party must comply with any rules and regulations set by City Wall House (if the apartment is City Wall House operated) and/or the preferred supplier in relation to their apartments. In any event we recommend that you take time to familiarise yourself with the safety procedures in the apartments, the building and local area, and paying particular attention to fire evacuation, Health & Safety and security details. 

•You and the other members of your party are responsible for payment of any charges made for use of facilities, such as, but not limited to, telephone calls, broadband, additional laundry services, parking and for any other fees levied by City Wall House and/or the preferred supplier (under these or the preferred supplier's conditions) for the use of amenities 

•Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose. 

•City Wall House shall use reasonable endeavours to retain any items left in apartments for up to 28 days after the guest's departure date and to notify the guest that we are holding those items. Please email enquiries@stayhof.com for enquiries relating to any lost items. 

Telephone call charges 

Telephone call charges are not included in the rental payment. Telephone calls are charged separately. It is the guest's responsibility to pay all telephone call charges incurred during their stay in a City Wall House apartment. City Wall House use a 3rd party supplier ('Go Talk') as the provider of this service (NOT in City Wall House) and an individual will need to set up their own account with 'Go Talk' via the telephone receiver. Details on setting up the account are available in the apartments Welcome Folder. 

Where 'Go Talk' is not the provider (City Wall House apartments) telephone calls must be paid immediately on receipt of a written invoice. 

Damages 

We expect our apartments to be left in a reasonable state of repair and cleanliness on departure. Please advise City Wall House immediately if anything becomes broken or damaged. You must return the accommodation and its contents in exactly the same condition as they were when you arrived, and not alter them in any way. If, at our discretion, additional works are required on department to return the apartment to a reasonable state, the cost of these works will be charged as an additional charge to the card holder. If the apartment is deemed unfit for occupation, the client will be obliged to pay compensation to City Wall House for any loss of revenues in addition to the costs of cleaning and repair. When the duration of the reservation is in excess of 28 days, a discretionary final cleaning charge of up to £75.00 plus VAT may be charged. 

Damages to the apartment or contents caused by the guest must be paid in full by the Booker. 

It is the responsibility of the guest, to check the inventory schedule and to advise City Wall House of any discrepancies within 48 hours of check-in. If upon check-out any of the items stated on the inventory are found to be damaged or missing, City Wall House reserve the right to charge the guest, for the replacement of those items. 

In the event of any breakages or damage discovered after the guest vacates, City Wall House will notify the 

Booker by e-mail within 1 week of the guest's departure, providing a detailed breakdown of the applicable charges and the cost of rectifying them. Where possible, City Wall House will supply photographic evidence of any damages caused by the guest.  

 

Insurance 

City Wall House does not provide insurance for your personal effects or vehicles, nor is this provided under the insurance cover for your accommodation. It is therefore advised that you make arrangements for insurance cover for your personal effects.  

 

Pets 

We regret that no animals whatsoever are allowed in the accommodation. 

No Smoking 

ALL of City Wall Houses apartments and buildings are NO SMOKING. Smoking in the internal communal areas of any apartment building is against UK law. In addition, it is the guest's responsibility to ensure that no one smokes in the property. If an instance of smoking in the apartment is reported by housekeeping, a charge of £200 + VAT will be made to cover additional cleaning 

Keys 

City Wall House will issue the guest with sets of keys (as relevant) and extra keys are available on request. It is the responsibility of the guest, to keep the keys secure and ensure the property is kept locked at all times. If at the end of their stay the guest does not return all of the keys that have been allocated, we will organise for the locks at the property to be changed. A charge of £150 + VAT will be charged to the guest. 

If keys are lost at any time during their stay, the guest must notify City Wall House immediately, and we will organise for the locks at the property to be changed. A charge of £150 + VAT will be charged to the guest. If the property is not kept secure the guest will be held responsible for any loss or damage to the property or City Wall House owned possessions. 

Should the guest require assistance due to lost keys, mislaid keys or being locked out of their apartment, City Wall House reserve the right to charge an additional out of hours call-out fee of £50 + VAT  

 

Broadband 

Guests are strictly prohibited from using the broadband and the internet service for the accessing of any pornographic or other illegal sites and material. Where broadband is offered, City Wall House will make every effort to ensure that the service is available at all times, but City Wall House cannot guarantee any internet, connection speed or broadband connection availability. Use of the internet is entirely at the guests own risk and is provided on the understanding that under no circumstances will City Wall House be held responsible for any actions that may arise from the use of a guest's internet connection. City Wall House reserves the right to pass on any records to the authorities if required to do so. City Wall House accepts no responsibility for any virus that may be received following a guest's use of the internet; we recommend that your equipment utilises sufficient software protection. 

Client Details form 

Upon check-in, the guest will be required to complete a Client Details Form, which provides City Wall House with all relevant contact details as well as confirmation by the guest that they agree to be bound by City Wall House terms and conditions, which are specific to how we would expect them to treat the apartment. 

Housekeeping 

Our housekeeping team will service the apartment weekly, with the exception of Sundays.Weekly housekeeping includes linen/towels change and general cleaning. For health and safety reasons, guests are requested to remove personal and food waste from the property on a regular basis. Waste must not be stored anywhere in the apartments other than in the bins provided. Guests must ensure that the floors and surfaces are kept clear to enable our housekeeping team to clean thoroughly. A dishwasher is provided in most properties. 

If cleaners are turned away there may be a £20+ VAT charge. City Wall House will however be flexible when possible if given 24 hours notice.  

 

Services 

Although City Wall House will make every effort to ensure that guests enjoy an undisturbed stay, City Wall House cannot guarantee, or be held responsible for, any failure or interruption of, services to the apartment or the building, including electricity, water, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property or by the provider of the service to the building. However, upon notification by a guest or Booker, City Wall House will use its best endeavours to maintain and rectify (within a reasonable period of time) all services and issues (within reason) to City Wall House operated apartments, and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period. For routine maintenance, City Wall House will normally give the occupant 24 hours' notice of the intended routine maintenance, except in the case of an emergency when City Wall House requires immediate access. 

Call Outs 

If the emergency call out number is used to call out the Out of Hours Service for any purpose other than an emergency, or if City Wall House are required to visit the apartment at any time to attend a misreported fault, City Wall House reserves the right to charge the Booker and / or guest a call out fee of £50 plus VAT. 

Liability 

City Wall House is responsible for its own operated apartments, subject to these conditions. City Wall House acts as an agent for its apartment suppliers, City Wall House shall not be liable to any party for any amounts in relation to any acts or omissions under or in relation to that contract or the relevant preferred supplier apartment. City Wall House will not be held responsible for the theft and/or damage of/to your personal belongings during your stay in any apartments booked. All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with City Wall House and these conditions shall apply in their place. However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes the liability of City Wall House for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by City Wall House, or any liability that cannot by law be excluded. 

Subject to the paragraph above, City Wall House shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss or corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses. 

If you are booking for, as or on behalf of a business or business employee, that business shall indemnify City Wall House against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by City Wall House arising out of or in connection with your, or your business', breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as, or on behalf of a business or business employee, City Wall House total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to City Wall House under your booking. 

City Wall House shall not be liable for any failure or delay in performance of its obligations which results directly or indirectly from any cause or circumstance which is beyond its reasonable control affecting the building or the local area. 

Events beyond City Wall House's Control shall include but are not limited to the following: act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade. Other than in relation to death or personal injury caused by City Wall House negligence, or any other liability that by law cannot be excluded or restricted, City Wall House liability to you in relation to these conditions is limited to the fees paid to City Wall House under your booking.  

General 

Guests are not permitted to use the accommodation for any illegal, immoral or unauthorised purpose. Any guest doing so may be asked to find alternative accommodation and City Wall House reserves the right to cancel their booking with immediate effect and without refund. 

These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.