Terms & Conditions

When you make a booking, you are considered to have read and accepted our terms and conditions of business.

Leisure clients – Booking procedure

To make a reservation, we need to receive a completed booking form and full pre-payment at the time of booking. For bookings over 30 days duration, we will take payment just for the first month, and after this on a monthly basis.

Corporate clients – Booking procedure

To make a reservation you will need to send an e-mail from an authorised person within the company. The e-mail should contain the following information: Guests names, apartment name and type, dates of stay, special requirements, ETA and the intended method of payment.

For new clients or clients that do not have an existing credit facility, we require full payment at the time of booking. For clients that already have a credit facility, we’ll need invoicing instructions, as well as any Cost Centre codes or PO numbers that need to be shown on the invoice.

Methods of payment

We are able to accept payment by most major credit and debit cards. There is no fee for debit card payments. However a 2% surcharge will be applied for Visa and Mastercard payments and a 3.35% surcharge for payment by American Express.

Cheque/bankers’ draft – in Pounds sterling (GBP), drawn on a UK bank account

Bank transfer/ BACS / CHAPS / Wire –  If you intend to pay by bank transfer please request our bank details. Please ensure that the payment reaches our account nett of bank charges. The remitting bank must clearly show your name and booking reference on the transfer. A copy of the transfer should also be sent to us by e-mail.

Leisure Clients only

We reserve the right to cancel a booking if payment is not received twenty eight days before the date of arrival.


Any changes made once a booking has been confirmed may incur a charge or be treated as a cancellation.

International bookings

All rates shown on our website and proposals are in local currencies and are excluding tax. Various apartments are excluding vat  and others are non vat applicable, this will be made clear at point of enquiry.  We will advise you of the equivalent cost in Pounds Sterling (GBP) at the time of booking, based on the prevailing exchange rate. If there is an adverse fluctuation in the exchange rate, we reserve the right to re-calculate the price and impose a surcharge.


If you wish to cancel your booking we can not give you a refund. We recommended that you take out cancellation insurance. Once written approval is received the booking is deemed confirmed and non refundable. Should it be necessary to cancel your booking, please contact us either by phone or e-mail, and then advise us of the cancellation in writing. We will try our best with the supplier to minimise the cancellation charges. No refunds will be made for non-arrivals, late arrivals or early departures. We recommend that clients take out travel insurance.

Security deposit

Clients may be required to provide the apartment management with a security deposit by credit card, in advance of arrival. Any breakages or damage resulting from your occupancy will be charged to the client’s card. All incidental charges such as phone calls or laundry must be settled in full before departure.

Arrival/departure times

Please note the check-in and check-out times vary. Should you require either an early check-in, e.g. before 3.00pm or a late check-out time after 10.00am, we suggest that you reserve the apartment either from the night before or following night. .


Platinum Apartments act solely as an agent and not as principal for the apartments. We cannot be held liable or accept responsibility for any dissatisfaction that you may have with an apartment. We will however, use our best endeavours to try and resolve any problems or issues that are notified to us either by phone or in writing, during your stay.

There may be occasions when due to circumstances beyond our control, we need to amend your booked accommodation at extremely short notice. Should this be unavoidable, we will use our best endeavours to provide you with an alternative apartment of an equivalent standard and price in a similar location. We will inform you of any such changes in advance of your arrival and give you the opportunity, when time permits, to accept or decline the alternative.

Platinum Apartment reserves the right to charge the guest any costs required to repair or replace any damage caused by the guest or guests or pets to the property or its contents, furniture or fittings during the guest’s period of stay.
For the safety and comfort of all our guests all the apartments are strictly non smoking.
Platinum Apartments reserves the right to charge for specialist cleaning of any property where smoking has taken place. The costs may vary depending on the property and pollution caused.
Health & Safety

Guest safety and security are our priority.
All accessible windows and doors at your apartment should be securely shut when you are away from the property.
It is your responsibility to insure all personal belongings that you bring to the property to their full market replacement value and keep any valuable possessions and IDs in a safe place.
You should not, nor permit, anyone except authorised maintenance staff, to interfere with any electrics, plumbing, heating or fixtures and fittings at the apartment.
All appliances must be used strictly in accordance with the manufacturer’s manual. If no manual is present, please call the Reservations Team on 01344 360077.
It is the your responsibility to ensure that you turn off all electrical/gas appliances when they are not in use and always turned off before you leave the property.
It is the your responsibility to keep the property tidy and free of hazardous objects at all times and to not leave it in a condition that would make it unsafe for our staff, other guests or themselves.
You should ensure that you and your visitors are familiar with the fire escape routes in the building you are occupying. Fire doors and fire exits must be kept clear of obstructions at all times. On discovering a fire or on hearing the fire alarm, you should call the fire service by dialling 999 and evacuate the building by the nearest fire escape. You should then await further instruction from the Fire Officer in control of the emergency.
Do not attempt to re enter the building until told that it is safe to do so.


You must not:-

Use the Property or allow others to use the Property in a way which causes a nuisance, annoyance or damage to neighbouring, adjoining or adjacent property, or to the owners or occupiers of them.
This includes any nuisance by noise.

Use the property for any illegal, immoral or improper purposes.
Use or consume in or about the Property any drugs listed in the Misuse of Drugs Act 1971 or any other controlled substance, the use of which may from this time on be prohibited or restricted by statute.

Allow any persons to reside in the property other than registered occupants without notifying the apartment property manager. Whilst visitors are permitted to the property for safety measures these visitors should be signed in as guests and names supplied to the concierge/owner.

On reserving a property, you are confirming to accept to adhere to the terms and conditions whilst residing at the property. Any break in the terms and conditions may result in the landlord/owner/property manager terminating the booking without any refund.
Your contact details will be passed on to the owner in such case that of any emergency.