Terms & Conditions
1.1 The lead guest must be 18 years or over when you book your accommodation. Your booking is made as a consumer and you acknowledge that no liability can be accepted for any losses suffered or incurred by you.
1.2 Guests will be required to provide a copy of their identification (passport/driving licence/ID) prior to your arrival via our online portal. Details for this will be sent upon confirmation of booking. Failure to provide this may result in cancellation of this booking without refund. Please see our ‘Cancellation & Booking Policy 3.5’ section for further details.
1.3 We ask that your entire party comply with our rules and regulations set. Please ensure you read through the welcome book and take notice of fire evacuation and security details.
1.4 We do not anticipate to make any changes to your booking, however in the event your booking has to be changed or cancelled we will contact you to discuss options. This via email or phone. If on behalf of EOSA need to amend your property for any reason, we will offer a property change of the equivalent value or more. The chosen property will be based on availability and selected by EOSA.
1.5 We reserve the right to change rates at any given time, whether that be up or down. Once your booking is confirmed we will not changed the agreed rate.
1.6 If you wish to extend your stay, please notify us as soon as possible. Any extensions are subject to availability and rate change.
1.7 You will be responsible for your own losses upon failure to lock doors or windows prior to leaving the property. If you believe you have left any items behind in the property after your departure, please notify us as soon as possible.
Arrival & Departure
1.8 There is no reception desk at our properties. We operate a self-check in system with all apartments using a key safe box.
1.9 Unless otherwise agreed, the EOSA will issue to the guest one set of keys to the property. If at any time the guest loses the keys, they must notify us as soon as possible and we will instruct a locksmith to change the lock/key(s) this will then be chargeable to the guest.
2.0 You may arrive at your accommodation after 4:00 PM and before 10:00 PM (unless a prior arrangement has been made) on the start day of your booking. Check out is before 10:00 AM on the last day (unless a prior arrangement for a late check out has been made.) Where properties have parking if you wish to park your car before 4:00 PM on the day of your arrival or after 10:00 AM on the day of check out, this must be confirmed prior.
2.1 We expect the apartment to be left in a reasonable state on departure. If, at our discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge. Please see our ‘Cancellation & Booking Policy 3.3’ section for further details.
2.2 If you cancel/do not show for your booking, you will be charged the booking amount in full and no monies will be refunded. We do not allow a date change for a property, if this is the case please contact us directly to inform us, along with a reason.
Restrictions & Security
2.3 All of our apartments have neighbours, so guests are expected to behave reasonably and respectfully. We ask for you to keep your noise to a minimum, especially if using any outdoor areas (if applicable) and respect our quiet hours between the hours 8:00 PM and 8:00 AM. For our larger properties, 2 The Old Surgery & Laverham House, quiet hours are between 10:00PM and 8:00 AM. EOSA reserves the right to cancel your booking with immediate effect and ask guests who don't adhere to this.
2.4 Pets are not permitted in any of our serviced apartments, unless previously agreed and authorised by EOSA. Where pets are found unauthorised or there is evidence of this, a fee of £75 will be incurred along with a professional flea treatment for all carpets and soft furnishings.
2.5 All of our apartments are strictly non-smoking. Guests found to be smoking or if there is evidence of this a fine of £75 will be charged for specialist cleaning. If the property is effected for the next guest arriving, due to the breach in the terms and conditions relating to smoking, you will be chargeable for the loss of booking or re-homing of the next guest.
2.6 If the number of people permitted to occupy an apartment is exceeded (which would be in breach of Health and Safety Regulations) we reserve the right to move excess occupants and charge you for additional apartments or require the excess occupants to vacate the property. Total occupancy for each property can be found on our website under the exact property you require. None of our properties can accommodate an extra bed. Some of our properties can however accommodate a travel cot/highchair supplied by EOSA.
2.7 We operate a strict no party policy which includes but not limited to stag and hen parties. Any guests who do not comply with this policy may be asked to leave the property.
2.8 Any outdoor furniture covers used are not to be left outside, they are to be brought in every time. You are more than welcome to use outdoor spaces but please be mindful of residents. BBQs are not permitted under any circumstances.
2.9 Unless stated all of our properties are payable in full and are non-refundable.
3.0 Booking Direct: To confirm your booking we do require 20% deposit of the total stay amount. The remaining balance is due 30 days prior to your arrival.
3.1 Booking Direct: Please note, your booking is not confirmed until we have received your 20% deposit or final balance if within the 30-day window.
3.2 Booking Direct: Payment is due once you have received an invoice which confirms all of your booking details.
3.3 Please inform us in advance of your expected arrival time. You can use the Special Requests box when booking or contact us direct.
3.4 We reserve the right to charge a refundable damage/security deposit. This is noted on the booking site and also on our website. The individual cost for each apartment is also detailed on our website. This deposit is fully refundable upon check out but this being subject to an inspection of the property. We charge the damage deposit via bank transfer and this is returned in the same way. For 3rd party bookings (Airbnb or Booking.com) we have the right to contact and dispute with the booking provider. Charges are only applied providing the following provisions are not met:
No damage is done to the property (i.e. no marks to carpets, no heavy marking to walls and no damage to furniture)
Illegal activity and strictly no parties or gatherings.
All rubbish is placed in bins or bin liners provided.
All soiled dishes are cleaned.
The apartment must be locked and secured, and keys are to be returned to the key safe box upon check out.
No linens are lost or damaged.
3.5 If damage is caused to the property, whether that accidental or deliberate, please inform us immediately so we can try our best to resolve this as soon as possible.
3.6 Prior to arrival we require copy of a photographic ID and Proof of Address. This can be in the form of a Driving Licence/ Passport. For all properties this will be required for lead booker only, with the exception of 2 The Old Surgery, Laverham House & Flat 7 The Shortings properties where we will require ID for ALL adult guests staying at the premises. This can be uploaded via an online portal which you will receive details for upon booking. If unable to complete the portal for any reason, please contact EOSA to discuss an alternative method to be able to obtain these documents in readiness for your stay.
3.7 You will also be required to agree to our terms and conditions. Failure in providing ID and/or signing of the terms and conditions may result in EOSA refusing your booking and entrance into the property. Please note your ID is only kept on file during your stay and then is destroyed once you have vacated in line with our GDPR document.
3.8 Only when EOSA have received all of the required documents, pre-arrival details containing key safe codes etc can be released. This is usually sent approx. 2 days prior to check in around 4.00 PM to your preferred method of contact.
3.9 If you should require a late check-out we always try our very best to accommodate requests but it is subject to availability. If feasible, we offer a late check-out until 12.00 PM at an additional charge. Please get in touch to enquire about charges. Once this has been confirmed we will issue a receipt and this will be payable via bank transfer or cash at the property.
4.0 If you should require an earlier check-in we always try our very best to accommodate requests but it is subject to availability. We will put the request on file and let you know on the day by phone/email as soon as the property is ready, but can not guarantee.
4.1 Our offices are open between the hours of 8:00 AM – 6:00 PM Monday through to Friday. If you should require assistance outside if these hours, please contact Jade on 07393 303911 in case of emergencies only.
4.2 Please note that all promotional offers are subject to specific terms, conditions and restrictions and are subject to availability. Promotional offers can be removed at any time by the EOSA.
4.3 We make every effort to ensure guests have an enjoyable stay. EOSA cannot guarantee or be held responsible for any failure or interruption of electricity, water, damage, telephone, broadband, or noise caused by work being carried out in other part of the building. However, we will always make you aware of any planned works that we are aware of. If you do have any issue relating to any of the above, we ask for you to contact us as soon as possible, whilst you are still at the property, so we can resolve the issue to the best of our ability.
Feedback and Complaints
4.4 We aim to deliver exceptional service and cleanliness throughout all of our properties. If you are dissatisfied with the service or cleanliness provided, you should contact us by email or phone as soon as possible, whilst you are still at the property, so we can resolve the issue quickly and efficiently.
Last Updated: 19th September 2023