Terms & Conditions
Booking Terms & Conditions
Our standard terms and conditions of business for all booking types and source
Accessibility & Special Needs
Smart Welcomes aims to provide accommodation that is comfortable and accessible; however, due to the varied nature of our properties—which include different building types, layouts, and historic structures—full accessibility cannot be guaranteed across all apartments. We encourage guests with special needs or mobility requirements to contact our reservations team prior to booking to discuss specific requirements. We will make every reasonable effort to accommodate such requests but cannot guarantee that all properties will meet individual accessibility standards or personal preferences. Guests are responsible for ensuring the suitability of the chosen accommodation for their needs. We disclaim liability for any inconvenience, loss, or injury resulting from a property’s accessibility features or lack thereof.
Antisocial Behaviour
No antisocial behaviour will be tolerated within the property. Guests are expected to conduct themselves respectfully to avoid disturbing others. Any transgression of this rule may well result in you being asked to vacate the property with immediate effect, with no obligation for any funds relating to your stay to be refunded to you.
Booking Information
Please call us direct on +44(0)1752 426428, email us on hello@Smart Welcomes.com or book on-line at www.Smart Welcomes.com. Our reservations team will be pleased to advise on any special requirements.
Contracting parties
These terms and conditions govern the contract between Smart Welcomes Ltd and you, the guest.
Cancellation and Amendments
All cancellations and amendments for direct bookings must be made in writing or by email to hello@Smart Welcomes.com. A charge will be levied in respect of reservations, which are subsequently cancelled, or in the case of non-arrival. In the case of bookings for the duration of 1 - 14 nights we will require 7 days’ notice of cancellation in writing prior to the arrival date and for bookings of 15 nights or more 28 days’ notice of cancellation in writing prior to the arrival date. If the appropriate cancellation notice is not given in writing prior to the proposed arrival date the total cost of the accommodation will be charged. We recommend that appropriate travel insurance is taken out especially for longer stays. Whilst every effort is made to fulfil, your requests, unfortunately we cannot guarantee these and failure to do so will not constitute a breach of contract. In the unlikely event that we have to change or cancel your reservation; we reserve the right to do so. However, you have the right to accept the changed arrangements as notified or cancel your reservation and receive a full refund of monies paid. Smart Welcomes will be under no further obligation or liability for losses or expenses arising from the cancellation. There are no further circumstances for which Smart Welcomes will be liable for a refund.
Check In, Availability & Booking
Check in is between 3pm and 8pm on the day of arrival. If you need to check in outside of these hours, please arrange in advance. Apartments should be vacated by 10.30 am on the day of departure unless otherwise agreed in advance. Failure to vacate by this time may result in further charges. Desired availability of accommodation at the rates shown may be limited and/or restricted to certain periods. For booking Information call Smart Welcomes on +44 (0) 1752 426428. Our reservations team are available to take your booking seven days per week 9.00 am until 8.30 pm.
Cleaning
Unless otherwise agreed, the apartment is booked on a self-catering basis. For stays in excess of one week (7 calendar nights), the price will include a service clean of the apartment including linen and towel change. Please note the weekly clean will not include the washing of dishes or removal of excess rubbish. The apartments are to be left in a clean and tidy manner, failure to do so will result in an additional cleaning charge of up to £150 and this amount will be charged to the credit/debit card provided.
Climate Control
Heating services within the properties are provided on a seasonal basis and are controlled centrally by the building management or relevant authorities. The availability, operational periods, and temperature settings of heating systems may vary depending on prevailing weather conditions, time of year, and regulatory requirements. Guests should be aware that individual control over the heating within the apartment may be limited or not available, and adjustments cannot be guaranteed. Smart Welcomes Ltd shall not be held liable for any inconvenience caused by fluctuations in heating availability or temperature settings. We recommend that guests bring appropriate clothing to accommodate variable indoor temperatures during transitional seasons. Should heating be unavailable due to maintenance, technical issues, or external factors beyond our control, Smart Welcomes Ltd will make reasonable efforts to address the situation but cannot guarantee immediate resolution.
Complaints and Comments
All complaints must be made in writing and sent via email to hello@Smart Welcomes.com. We take all feedback seriously and endeavour to respond to all complaints within 28 working days from the date of receipt. Please note that complaints are generally more effectively addressed if reported while you are still at the property, so we encourage guests to raise any issues as soon as possible during their stay.
Communication & Notices
All written notices or communications from Smart Welcomes will be sent to the email address provided at the time of booking. It is the guest’s responsibility to ensure contact details are up to date.
Chargeback & Fraud Protection
In cases of suspected fraud, misuse, or chargebacks, Smart Welcomes reserves the right to report such activity to relevant authorities and pursue legal recovery. All bookings must be paid for by a cardholder matching the photo ID presented at check-in. If any information provided during booking is found to be false or misleading, Smart Welcomes reserves the right to cancel the reservation without refund and to pursue recovery for any losses incurred.
Consumables
All properties are booked on a self-catering basis. As a courtesy, Smart Welcomes provides a starter supply of essential consumables at check-in, which may include items such as shower gel, shampoo, toilet tissue, and similar amenities. These items are provided for your convenience to begin your stay, but are not intended to last the full duration of your booking. Amenities and the types of consumables supplied may vary between apartments. Replenishments will not be provided during your stay, and it is the guest’s responsibility to purchase any additional items required.
Damages
You are responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc must be left clean and tidy at the end of the hire period.
Except in the case of normal wear and tear the hirer will be responsible for making good any damage to the apartment or its contents, which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the apartment or their guests. Such damage must be reported without delay, to our local representatives. The cost of the repair or replacement must be agreed with and paid to us. You are responsible for ensuring that no person staying or visiting the apartment during your stay will suffer anything to be done which would endanger the policy of our insurers in respect of the apartment and its contents which might make the same void.
Smart Welcomes reserves the right to charge your credit card or invoice you for any theft of or damage caused to the property and its contents during your stay. We will provide you with a full breakdown of such charges which may include an administrative fee to recover our costs. We also reserve the right to cancel any booking should you or any members of your party create a serious disturbance to any other guests or adjoining neighbours. A damage and security deposit of up to £450 is required on arrival – the exact figure varies per property. This will be collected by credit card. You should be reimbursed within 7-14 days of check-out. Your deposit will be refunded in full via credit card, subject to an inspection of the property.
Damage Waiver
Guests have the option to purchase a non-refundable damage waiver in lieu of paying a refundable damage deposit. The damage waiver is charged per property, per stay, and the exact cost is determined by the specific property booked. Pricing will be clearly shown during the online check-in process. The damage waiver covers accidental damage only to the property or its contents that occurs during your stay up to a maximum of £150. This includes, but is not limited to, minor breakages, accidental spills, or incidental damage occurring through normal use of the accommodation. The damage waiver does not cover: Intentional or malicious damage, Theft, Damage caused by wilful misuse of the property or its contents, Damage resulting from failure to observe house rules, Smoking-related damage, odours, or cleaning fees caused by unauthorised smoking, Damage or extra cleaning costs resulting from unauthorised pet activity inside the property, Any breach of these Terms and Conditions. Smart Welcomes also reserves the right to withdraw the damage waiver option at its sole discretion, in which case a standard refundable security deposit will be required. In all excluded cases, guests agree to pay in full any invoice issued by Smart Welcomes to cover the cost of repair, replacement, or financial inconvenience. Guests further agree that Smart Welcomes reserves the right to initiate legal proceedings to recover any outstanding monies owed in connection with such damage or losses. By opting to purchase the damage waiver, you acknowledge and accept these conditions. The Damage waiver does not substitute guest responsibility for general care.
Deposit and Pre-Payment
A deposit will be required to secure the booking. Please note all deposits are non-refundable.
Early Departure
If a guest decides to leave the accommodation before the scheduled end date of their booking, no refund will be issued for any unused nights. The full booking amount, as agreed at the time of reservation, remains payable. Guests are requested to notify Smart Welcomes as soon as possible if they intend to depart early. While this notification does not entitle the guest to a refund, it allows us to prepare the property for subsequent guests and arrange necessary housekeeping. Guests remain liable for any additional costs incurred due to early departure, including but not limited to lost booking revenue and administrative fees.
Entire Agreement, No Waiver & Severability
This Agreement constitutes the entire agreement between the parties and supersedes all prior discussions, correspondence, negotiations, or understandings, whether oral or written, relating to the subject matter herein. No oral representations or statements not contained in this Agreement shall be binding. No failure or delay by us in exercising any right, power, or remedy under this Agreement shall operate as a waiver of it, nor shall any single or partial exercise of any right preclude any other or further exercise of that or any other right, power, or remedy. If any provision of this Agreement is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed from the Agreement and the remaining provisions shall continue in full force and effect.
Fair Usage Policy
Internet access & Wi-Fi is provided as a complimentary service subject to fair usage policies. Guests must not engage in illegal activities online or any activities that may harm the network or other users. Service interruptions may occur, and Smart Welcomes accepts no liability for loss of internet access. To ensure sustainable and equitable use of resources, guests are expected to use utilities such as gas, electricity, and water responsibly and within reasonable limits. Excessive or abnormal consumption of these utilities—beyond what is typical for the number of occupants and duration of stay—may incur additional charges. Smart Welcomes Ltd reserves the right to monitor utility usage during the stay. If consumption is found to be excessive, the guest will be notified and a surcharge, reflective of the additional cost incurred, will be applied to the final bill. This policy helps maintain the quality of service and manage environmental impact across all properties.
Force Majeure
We shall not be held liable for any failure or delay in performing our obligations due to circumstances beyond our control, including but not limited to natural disasters, acts of war, government restrictions, pandemics, or industrial disputes.
General Information
Although every effort has been made to ensure the accuracy of the information provided, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend or cancel any of the information should we find such alterations necessary. Smart Welcomes cannot be held responsible for events beyond its control or the control of its suppliers (such as fire, strikes, industrial action, technical problems with transport and bad weather), nor for any curtailment, cancellation or change to any accommodation, activity or itinerary, which is caused as a result of such events. Smart Welcomes excludes all loss of valuables and damage to property and any direct, indirect or consequential losses suffered by you, other than death or personal injury resulting from a negligent act or omission by Smart Welcomes, its officers or employees. If you have valuable items please discuss this with a member of staff on arrival. Your statutory rights remain unaffected.
Guest Review
We welcome feedback, but reserve the right to respond to public reviews to correct false information. By staying with us, you agree not to post misleading or defamatory reviews and to give us the opportunity to resolve any concerns directly.
Health & Safety Compliance
Guests must familiarise themselves with fire exits and comply with all health and safety notices displayed within the property. Tampering with smoke detectors, fire extinguishers, or emergency systems is strictly prohibited and may result in eviction and your security deposit being charged
Insurance
Guests and visitors are advised to ensure their own insurance covers any loss or damage to personal property during their stay and to ensure adequate personal and travel insurance is taken out. Guests agree to indemnify and hold harmless Smart Welcomes, its staff, and agents from any claims, actions, damages, or expenses arising from their stay, use of the property, or breach of these Terms and Conditions.
Interpretability
All terms, conditions, provisions, rights, obligations, and definitions within this Agreement shall be interpreted by us at our sole discretion, and our interpretation shall be final and binding, provided always that such discretion will be exercised in good faith and with reasonable consideration of the circumstances; we reserve the right to clarify, adapt, or update our interpretation at any time, and unless otherwise determined by applicable law or regulation, no external standards of interpretation, including statutory definitions, industry practices, judicial precedents, or third-party opinions, shall apply unless expressly adopted by us in writing, and if any aspect of our interpretation is found to be invalid under applicable law, the remaining terms shall continue in full force and effect.
Keys
A charge of £50 per key will be made for any lost keys. Only one key will be provided to guests as standard. If additional keys are requested, this will be accommodated where possible, but the standard one key per apartment applies where this is not possible.
Legal Jurisdiction
In the event of any litigation arising from the booking of accommodation with us, the courts of England shall have sole jurisdiction on such arising matters and English law prevalent at the time shall be at the times.
Late Check In
Late check-in may be permitted only with prior agreement and is strictly subject to the completion of our full online check-in process, which includes uploading official photographic identification matching the booking name, payment of the required security deposit and/or damage waiver, and acceptance of all terms and house rules. Once these conditions are fulfilled, guests will receive instructions for self check-in either via a secure key lockbox or smart lock access. It is the guest’s responsibility to complete all check-in steps in a timely manner and to retain access instructions. We accept no liability for failed access or uninhabitable conditions where check-in occurs outside standard hours (15:00–20:00) and our team is unavailable to assist. We strongly recommend that all guests arrive during standard check-in times to ensure access to guest support services if required. If late check-in has not been arranged and explicitly agreed in advance with our Guest Relations team, the guest will not be able to check in and will not be entitled to a refund. Late check-in cannot be arranged after 20:00 under any circumstances, and our out-of-hours team is unable to provide assistance with gaining access after this time.
Liability
Smart Welcomes cannot be held responsible in any way for loss/damage to contents, furniture, fittings or any other personal belongings at the apartment locations. Nor can Smart Welcomes be held liable for the acts or defaults caused by third parties. You are advised to ensure your own insurance policies cover loss or damage to personal property during your stay. Guests are advised to take out adequate travel and personal insurance. Smart Welcomes carries out regular risk assessments in accordance with Health and Safety at Work regulations.
Lost Property
Any items left in the apartment will be kept for 1 month after the departure date. After that date Smart Welcomes reserves the right to dispose of the property as it sees fit. Shipping of left items can be arranged at the guest’s expense on request.
Law Enforcement Cooperation
Smart Welcomes reserves the right to cooperate fully with law enforcement in the event of suspected criminal activity or guest behaviour that violates the law or endangers others.
Maintenance Access & Service Interruptions
While we make every effort to ensure the continued supply of utilities and maintenance of property features, we cannot be held responsible for any temporary interruption of services such as electricity, water, gas, internet, or TV services. Essential repairs may occasionally require access or disruption of normal services.
Occupancy
The apartment is to be occupied only by the persons detailed on the booking form. We reserve the right to charge an additional fee if it is found that there are persons occupying the apartment who are not included on the booking form and reserve the right to ask the entire party to vacate the premises. In these circumstances we also reserve the right to retain the damage deposit and there will be no refund for unused days. In the event of any complaints of noise or disrespect and damage to the property, we reserve the right to require guests to vacate the premises with immediate effect, and with no compensation for unused days. We reserve the right to decline any bookings where we have reason to believe that the customer will not use the apartment responsibly. This could include behaviour contrary to good morals and public order. All bookings are priced and prepared based on minimum occupancy assumptions. For example, where a guest books a one-bedroom apartment with a sofa bed available for two guests, it will be assumed that both guests will share the primary bed. As such, only one set of bedding will be provided as standard. Should guests wish to make use of additional sleeping arrangements—such as a sofa bed or additional bedroom—not included in the standard occupancy layout, an additional charge will apply for extra bedding and linen. This policy extends to all property types and group sizes: the inclusive rate provides bedding for the minimum number of beds required to accommodate the declared number of guests. If guests require separate sleeping arrangements or additional bed spaces beyond this minimum provision, they must notify Smart Welcomes in advance. Any associated fees will be clearly communicated and must be paid prior to arrival.
Online Check-In Requirements
All guests are required to complete the online check-in process prior to arrival. This process includes: Uploading a valid form of legal photographic identification (such as a passport or driving licence) that matches the name on the booking and payment card. Payment of a security/damage deposit of up to £150, depending on the property. Alternatively, guests may choose to pay a non-refundable damage waiver, the cost of which varies by property and will be clearly displayed during the online check-in process. Completion of the online check-in process is mandatory to ensure a smooth and secure arrival. Failure to complete it in advance may result in delayed or denied access to the accommodation and does not constitute grounds for a refund or cancellation without charge. Exemptions: Guests booking through certain Online Travel Agencies (OTAs), such as Airbnb, may be excluded from this process where identity verification and deposit handling are managed directly by the OTA. However, Smart Welcomes reserves the right to request additional information or identification at its discretion.
Operational Hours and Out-of-Hours Support
Smart Welcomes is not a 24-hour operation. Our Guest Relations team is available to assist with enquiries and support between 09:00 and 20:30, seven days a week. Outside of these hours, urgent matters are handled by a third-party contractor who is authorised to respond only to genuine maintenance emergencies. We are unable to offer assistance beyond our operational hours unless the issue constitutes an emergency. We strongly advise all guests to check in as early as possible after the standard check-in time and to promptly familiarise themselves with the apartment and its amenities. Non-emergency issues reported outside of operational hours will be acknowledged the following day and addressed as soon as practicable. Out-of-hours support does not replace the role of the emergency services. In any situation where police, fire, ambulance, or other emergency service intervention is appropriate, guests must contact the relevant emergency service directly in the first instance by dialling 999.
Overbooking and Uninhabitable Property
While every effort is made to avoid overbooking, or circumstances rendering the property uninhabitable (such as urgent maintenance issues, damage, or other unforeseen events), Smart Welcomes reserves the right to relocate guests to alternative accommodation of a similar or higher standard. The alternative property may be in a different area, have a different design, property type, or bed configuration. In these circumstances, we are unable to accommodate personal preferences. Guests will be informed as soon as possible, and any reasonable additional costs incurred by Smart Welcomes in providing alternative accommodation will be borne by Smart Welcomes. If suitable alternative accommodation cannot be arranged, guests will be entitled to a full refund of all monies paid for the booking. Smart Welcomes shall have no further liability or obligation in respect of overbooking or uninhabitable property.
Payments
If at any time there is an outstanding debt for the accommodation of more than one night’s stay, the company reserves the right to gain entry to the property, request the immediate vacation of the guest, change the locks, and pursue the guest for any outstanding balances. All electronic payments must be completed using a method that satisfies the 3D Secure payment authentication process. This security protocol is required to protect both the cardholder and Smart Welcomes against fraudulent transactions. Transactions that fail to meet 3D Secure verification may be declined or considered invalid, and bookings may not be confirmed or may be cancelled as a result. Guests are responsible for ensuring that their payment method is authorised and compliant with this security requirement.
Pets
Smart Welcomes offers a number of pet-friendly properties, which are clearly indicated prior to booking. Guests must ensure they are booking a designated pet-friendly property if they intend to travel with pets. Not all properties accept pets, and Smart Welcomes reserves the right to amend the list of properties that do or do not accept pets at any time and without prior notice. An additional charge per pet, per night applies and will be clearly communicated at the time of booking or check-in. This fee covers additional cleaning and maintenance associated with pet occupancy. For the comfort of all guests and to maintain property standards, pets must never be left unattended in the property at any time. Pets are not permitted on any furniture, including beds and sofas. Guests are required to bring appropriate bedding or crates for their pets. Any pet found to be causing damage or excessive disturbance—including, but not limited to, persistent barking, aggression, or property soiling—may be removed from the property immediately without refund or compensation. Guests are responsible for any damage caused by their pets and may be liable for additional charges. If a guest is found to have an unauthorised pet in a pet-friendly property, a penalty cleaning and administration charge will be added to their bill. If a guest is found to have a pet in a property that does not allow pets, they will be required to vacate the property immediately. No refund will be given for any unused nights, and Smart Welcomes reserves the right to seek compensation for any resulting damages or losses.
Pricing
While we make every effort to ensure that pricing information on our website and in our communications is accurate, errors may occasionally occur. If a pricing error is discovered after a booking has been made, we will inform you as soon as reasonably possible. You will then have the option to either: Confirm the booking at the correct price; or Cancel the booking and receive a full refund of any amounts paid. Smart Welcomes reserves the right to cancel any booking made at an incorrect price, whether or not the booking has been confirmed. No liability shall be accepted by Smart Welcomes for any inconvenience or loss caused as a result of such error.
Privacy Statement
Your address and credit card details are kept merely for the informational purposes of the credit card company and the address details are not passed on to any other third parties. Any other information that we keep about you is held and used strictly in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 as amended.
Prohibited Activities
Guests and visitors must not use the apartment for any unlawful, illegal, or criminal activities. This includes, but is not limited to, drug use or trafficking, trafficking in illegal goods, any form of violence or harassment, or any other conduct that violates local, national, or international law. Any such activity will result in immediate termination of the booking without refund, and Smart Welcomes reserves the right to report the matter to the appropriate authorities. Guests must not bring or store any illegal substances, hazardous materials, explosives, firearms, weapons, fireworks, or any other items likely to cause harm or damage to the property, other guests, or neighbours. Possession or use of such prohibited items will result in immediate eviction without refund and may be reported to law enforcement. Smart Welcomes reserves the right to inspect the accommodation if there is reasonable suspicion of prohibited items or activities, and refusal to allow such inspection may be considered a breach of these terms and grounds for eviction.
Parking
Parking is listed as an amenity at the majority of our properties; however, availability, charges, and terms vary by location. Parking is charged on a per vehicle, per night basis, and is available strictly on a first come, first served basis. Any allocated or available parking is valid only from the time of check-in to the time of check-out on the confirmed booking dates. Parking cannot be extended beyond these times under any circumstances. We reserve the right to withdraw parking availability at any time, without prior notice or compensation. It is the guest’s responsibility to ensure that their vehicle registration details are correctly submitted to our Guest Relations team prior to or upon arrival. Vehicles must be parked strictly in accordance with the instructions provided by our team. If there is any uncertainty, guidance should be requested. Smart Welcomes accepts no responsibility or liability if a guest receives a parking ticket, incurs a fine, or if a vehicle is damaged in any way while parked. Guests must comply with all posted signage within the parking area and should not rely solely on verbal instruction. We do not accept responsibility for the actions of other drivers, including circumstances where a guest’s vehicle is blocked in, obstructed, or inconvenienced by another vehicle.
Rectification of Defects and Property Representation
All of our properties are maintained to a high standard; however, from time to time, defects or maintenance issues may occur. Any such issues should be reported to Smart Welcomes as soon as possible during your stay so we can assess the situation. Rectification of defects will be managed on a case-by-case basis and within a reasonable timeframe. While we will make every effort to resolve issues promptly, we cannot guarantee immediate rectification of any matter that does not render the property uninhabitable. Compensation or refunds will not be provided for minor defects or inconveniences that do not materially affect the enjoyment of your stay. Where issues arise from third-party services, such as internet connectivity, TV signals, or other external utilities, we will refer the problem to the respective service provider. However, we cannot guarantee resolution or provide any specific timeframe for such rectifications. Please also note that property descriptions and listed amenities are provided in good faith but are subject to change without notice. Photos shown on our website and booking platforms are representative only. The interior décor, furnishings, and specific items shown may vary slightly from the current state of the property, and such changes will not constitute a breach of contract. No refunds will be offered for aesthetic issues, decor preference, or personal dislikes.
Right to Entry
Smart Welcomes reserves the right to access the apartment at any reasonable time for the purposes of inspection, maintenance, or to ensure compliance with these Terms and Conditions. Wherever possible, guests will be notified in advance.
Right to Amend Terms
Smart Welcomes reserves the right to modify, update, or amend these Terms and Conditions at any time, without prior notice. Any such changes will become effective immediately upon publication on our website or other communication channels. It is the responsibility of guests to review the Terms and Conditions periodically before booking and during their stay. Continued use of our services after changes have been made constitutes acceptance of the revised terms. In exceptional cases where changes materially affect existing bookings, we will endeavour to notify affected guests directly; however, no guarantee is made that all changes will be communicated individually.
Right to Refuse Service
We reserve the right to refuse service, cancel a booking, or terminate a guest’s stay with immediate effect, without refund or compensation, at any point prior to arrival or during the stay, at our sole discretion, in circumstances where a guest or any member of their party engages in behaviour that is abusive, threatening, discriminatory, disruptive, causes damage to the property, breaches house rules or terms and conditions, provides false or misleading information during the booking or check-in process, or otherwise acts in a way that negatively impacts our staff, neighbours, other guests, or the property itself. This includes, but is not limited to, antisocial behaviour, refusal to comply with our ID verification, security deposit, or check-in procedures, or evidence of intent to misuse the accommodation. In such cases, we accept no liability for alternative accommodation, travel costs, or other associated expenses.
Smart Monitoring and CCTV Surveillance
Smart Welcomes utilises advanced smart monitoring technologies within its apartments to enhance operational efficiency and maintain a high standard of guest experience. These systems monitor environmental metrics including sound levels, humidity, occupancy, and other relevant data. Such monitoring enables automated control of energy consumption; for example, lighting will be switched off and heating reduced when the apartment is unoccupied. Sound monitoring is also employed to detect excessive noise levels indicative of antisocial behaviour. Guests found responsible for creating disturbances, including excessive noise or smoking within the property, may be subject to immediate removal without refund at the discretion of Smart Welcomes. Additionally, CCTV cameras are installed in external areas, communal hallways, staircases, and other shared spaces to ensure safety and security. All monitoring is conducted in compliance with applicable privacy laws and regulations. By booking with Smart Welcomes, guests consent to the use of these monitoring systems for the purposes stated herein.
Third Party Bookings
Where a booking is made on behalf of another party, the individual making the booking accepts full responsibility for ensuring that all occupants comply with the terms and conditions. Smart Welcomes Ltd may hold the booking party liable for any breach, damages, or associated costs. Where a booking is made via a third-party platform (including but not limited to Airbnb, Booking.com, Expedia, or any other Online Travel Agency), the guest acknowledges and agrees that, in addition to the terms of the platform through which the booking was made, they are also subject to the full Terms and Conditions of Smart Welcomes Ltd as published on our website. By proceeding with the booking and checking into the property, the guest is deemed to have accepted and agreed to be bound by these Terms and Conditions in full. These apply to all aspects of the stay, including but not limited to conduct, occupancy limits, damages, security deposits, fair usage policies, and behaviour expectations. Failure to comply with these Terms and Conditions may result in cancellation of the booking, immediate removal from the property without refund, and liability for any damages or additional charges incurred. It is the responsibility of the guest to familiarise themselves with these Terms and Conditions prior to arrival.
Smoking
Please be advised that all of our apartments are non-smoking. Failure to comply with our non-smoking policy will result in a £150 cleaning charge.
Use of Apartments
It is forbidden to use our apartments for parties or gatherings where occupants of neighbouring properties might be disturbed. If on arrival it is felt that you are intending to use the apartments for such an event you may be refused entrance. Management reserves the right to terminate the stay without refund if policies are violated. In such circumstances we are not obliged to provide or locate alternative accommodation, and any proportion of refund is at our discretion. No property is to be used for commercial purposes without the express written consent of Smart Welcomes. This includes, but is not limited to, photo or film shoots, business meetings, pop-up events, or use as a business address. Any unauthorised commercial use may result in immediate termination of the booking and further charges. Guests may not sublet the accommodation.
Vexatious Complainants
While we are committed to handling all guest complaints fairly and in accordance with our obligations under UK law, including the Consumer Rights Act 2015, we reserve the right to restrict or refuse communication with individuals who engage in vexatious, abusive, or unreasonable conduct. This includes repeated complaints that have already been addressed, unfounded allegations, excessive or disruptive contact, or any use of aggressive, threatening, or harassing behaviour towards staff. In such cases, we may limit communication to a specific channel or staff member, cease further correspondence, decline future bookings, or terminate existing bookings without refund where conduct breaches the terms of occupancy or presents a risk to staff or other guests. Any such decision will be made by senior management and communicated in writing. This does not affect your statutory rights or access to appropriate dispute resolution services.