Terms & Conditions

Frequently asked questions

General Queries

Please be advised all payments paid are non-refundable and non-transferable. We do not offer any apartment downgrades if any members of your party decrease. All accommodation is at a set rate and rates cannot be lowered under any circumstances.

How long the restrictions will be in place
The alert level is reviewed every 14 days and the rules and regulations are reviewed every 28 days.

Meeting with others
You can see people from different households outside in groups of up to 6 people but you can only meet inside with those in your household or support bubble.
You should maintain social distancing from anyone not in your household or support bubble.

Staying overnight
You can only stay overnight somewhere if it’s with those in your household or support bubble.

 
What this means for your booking at Prestige Stay.
You can stay overnight at the apartments for groups up to 6 guests.
All guests must be from the same household or support bubble.
If your stay does not meet these requirements and you have already paid a non-refundable deposit, we are offering a credit note at this time for you to use for a future stay.
 
For a credit note: please email louise@prestigestayaparthotel.co.uk
 
COVID-19 secure venues, such as Hospitality venues, have a limited exemption.
We can still host groups up to 6 guests, but they must not mix or form a larger group.
This rule does not apply to individual households or support bubbles that are already more than 6.
Business have a clear duty to support the NHS Test & Trace. It will be mandatory from 18th September for us to collect all guests’ full names and contact details and keep this data for 21 days, Prestige Stay will be starting this data collection from 14th September 2020.
In order to comply with this new law and guidance, all bookings of over 6 guests at this time will need to be moved to a future date. As deposits for apartment are non-refundable, we will retain your deposit at this time for you to use at a later date.
If you are staying with us from 14th September 2020 and are from more than one household, the same as the above applies, the booking must be moved to a future date.
All guests arriving from 14th September 2020 must provide Prestige Stay with full names and telephone numbers for all guests that are staying at the apartments via email:
ID@prestigestayaparthotel.co.uk
No early check ins / late check outs will be available for the foreseeable future.
No guest’s luggage or belonging will be held at Prestige Stay offices for the foreseeable future.
Check in and Check out will be self-service via lockboxes and door codes that will be issued to guests from 3pm each day, ready for 3:30pm check in time.
Please ensure that you provide us with your contact email in order for us to send this information over to you.
For date changes please email:
info@prestigestayaparthotel.co.uk
For queries on cancellations, please email:
louise@prestigestayaparthotel.co.uk
As you can understand the phone lines and emails are inundated at the moment, and we will try and get back to you ASAP.

Please note all bookings are required to provide a security deposit against damages and breaches of T’s and C’s. This payment must be made by a guest staying in the apartment. The deposit is between £100- £650 depending on the size of your apartment and you will be contacted by a member of the team from 48 hours prior to the day of arrival to process this. This is requested by credit or debit card only. The deposit covers against smoking, theft, damages, loss of keys, breaches in T’s and C’s, disruption to other guests, misconduct, illegal activity including drug use and over occupancy due to addition of non-paying guests.
The deposit is not debited from your account, it is just frozen as a pending transaction. On inspection of the property after check-out, if any of the outline reasons are found to have impacted your security deposit you will be notified of these reasons and the amount of the deposit retained to cover the breaches.
Once the deposit is released, it will appear back into the account between 3 – 10 working days after check-out.
Please be advised we have the right to take a further payment if the cost of damages/compensation is more than the deposit paid.

Check in is from 3pm and check out is at 11am. Currently due to government guidelines Prestige are operating a self-service check in and check out. Your check-in instructions will be sent by email on the day of arrival between 2pm – 3pm once payments, preauthorisation, guest registration and ID has been received.
 
A member of the team will be in touch prior to arrival to arrange all the necessary details to ensure a smooth self-check-in. Check-in time is from 3pm and check-out is by 11am. A late check out is available from £10 per additional hour and must be scheduled with the reservations team before your date of stay. If you have any early arrival requests, please discuss with reservations prior to arrival.

We do not have a car park onsite at any of our properties, however we can recommend some city central ones for our guests to choose from upon request.

We have electronic keys for the apartments which are in lock boxes outside your apartment door, a code will be provided to the lock box on the day of check-in.
Lost keys will be charged at £10. If an out of hours staff member is required for lost keys, further charges will incur.

Our apartments are strictly non-smoking. Any guests found to be smoking, or any evidence of smoking, in the apartments will result in the security deposit being retained. We do not tolerate any kind of illegal activity, including the use of drugs and other substances on our property.
This also includes the use of Nitrous Oxide canisters; these are illegal under the Psychoactive Substance Act of 2016. If we find any indication of this kind of activity you will be removed from the premises. The full security deposit will be retained, and the police will be contacted.