TERMS and CONDITIONS
Reference to “Us”, “We”, “Our” meaning Village Apartments Norwich. Reference to “You”, “the Booker”, “the Guests” meaning You the person(s) named on the booking as using the apartment (s) and/or all members of your party collectively called “the Guests”, You “the Booker” shall mean such person (s) or company who has arranged the booking of the apartment(s). If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their apartment immediately.We reserve the right to change these conditions from time to time.
Acceptance of Terms and Conditions
All bookings applications and/or full or initial payments accepted by Village Apartments Norwich are subject to these conditions that are deemed to have been accepted in full by You (yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others). These conditions govern all bookings how so ever made between You and Us. You hereby 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. In addition by visiting or using our website you agree to comply with the site terms.
As soon as your confirmation is received, please check the details carefully. If anything is not correct you should tell us immediately. Booking details are confirmed by Us via a Booking Confirmation email and are deemed to have been accepted by You and the Guests unless, within 24 hours of the sending of the Booking Confirmation email, You inform us by email that You wish to alter the booking arrangements. However, we regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation. If there is an error in the confirmation, we reserve the right to correct it as soon as we become aware of it. All guest names, e mail addresses and contact telephone numbers are required at the time of booking. We reserve the right to refuse any booking at any time.
Prices and Payment
The rate for each apartment is as published on our website at the time of your Booking, or, in the case of a telephone booking as advised to you at the time of booking. Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control. All prices are quoted in UK Pounds Sterling. All prices are based on costs prevailing at the time of quotation and may be subject to change. Booking Fee Charge: Certain payment methods are more costly for us and because we are committed to keeping our costs low to bring you the lowest priced apartments we pass some of these additional admin costs on for certain payment types. The booking fee may be charged at the checkout stage or if applicable, be deducted from such credit/debit card as has been supplied and will be applied to the entire booking rather than per apartment. It is non refundable.
Entry details/codes will be provided to you prior to arrival. Village Apartments Norwich do not have a manned reception desk. It is essential that you have this information with you on arrival. Apartments are available from
15.00 hrs on the day of arrival to 11.00 hrs on the day of departure. Early arrival or late departure may be available but cannot be guaranteed.
Once a booking has been confirmed by us, 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 cancellation charge. If you have agreed in writing, you may cancel this agreement at any time without penalty by giving notice of at least 7 days before the booked arrival day. Cancellations made within the 7 day period before the booked arrival date, will incur a charge of one weeks rental or the total amount due, whichever is the lower. If you wish to cancel or change an extended booking the 7 day cancellation policy will apply equally to extended bookings. These charges apply to notification advised prior to arrival and/or during your stay. We reserve 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. Reservations made through certain third party websites and travel agents may also not be eligible for changes or refunds.
Changes and/or Alterations
Changes and/or Alterations by You.
All requests for changes, extensions and cancellations must be made in writing directly to us. If you wish to change any detail of your confirmed booking we will do our best to make the change subject to an administration fee of £25 per booking which will be payable to us once any change has been made together with any other resulting costs which may result in an increase or decrease in rate depending on the date, length of stay or type of apartment. Changes to the arrival date to later than the original date confirmed will be treated as a cancellation. All changes of date are subject to availability. Should any change be rejected, the original booking will be re-instated. Name changes will not incur any charges or administration fee. If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change. Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking in the first instance, or an invoice for the extended period will be sent to your billing address and payment must be made by return.
Changes and/or Alterations by Us.
We do 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 we reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible. If a change has to be made or your booking has to be cancelled we will, if possible/available offer you an alternative apartment. If our alternative apartment is advertised at a lower price, you will receive a refund of the price difference. However if the alternative apartment is at a higher price the new price will be payable. If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you may be entitled to cancel your booking and receive a refund unless this is the result of an event beyond our control. You should tell us as soon as possible whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund. Even after full payment has been received, we reserve the right to cancel a reservation without notice if we become aware of or are notified of any fraud or illegal activity associated with the payment for your reservation.
Facilities and Services
We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at our apartments. All information supplied by us, is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but Village Apartments Norwich is not liable for any variation however caused. The following information applies to all our apartments. Further facilities information is available on our website. Car parking is provided for one car per apartment, all vehicles are parked at the owner’s risk. Actual apartment size, design, fixtures, furnishing and facilities may vary. Laundry Facilities: will be made available within the site, if not provided within the actual apartment. Cleaning: Your apartment will be serviced weekly, such service to include a change of linen and towels. Advice for the scheduled service cleaning day will be within the apartment. Storage: Where facilities are available and at the owners risk storage of luggage may be provided.Maintenance: Routine maintenance is carried out regularly; however, occasionally we may need access to your apartment to carry out essential maintenance. We will normally give you reasonable notice except in the event of an emergency when we require immediate access. Please notify us as soon as possible in the event of any maintenance issues arising in respect of your apartment. Internet Access: Information about Internet access will be provided in the apartment. Access is subject to our acceptable use policy: which in the interest of fairness and to ensure the best service for all guests limits the data download to a maximum limit of 1GB (1024MB) per day. If this limit is exceeded we reserve the right to impose a charge for excess use – see Additional Charges. At peak times the bandwidth available for connection to the Internet may be under pressure due to the number of people connecting to the Internet, both internally and externally. It is recommended that activities requiring increased bandwidth such as Skype, Movie/TV streaming is limited at these times. Guests must not interfere, move or disconnect any equipment relating to the provision of the Internet access and must not use the connection for any illegal or immoral purpose (including but not limited to file sharing) and we reserve the right to pass on any record to the authorities should we be made aware of any such use. We reserve the right to disconnect a guest at any time without notice if, in our opinion they breach any of these terms and conditions (including exceeding the download limit) or fail to pay for the connection at the agreed rate. Security: Guests will be provided with an entry code to access the property and the apartment. It is your responsibility to ensure you change the apartment entry code to a number of your choice (your personal 4 digit code) for the duration of your stay, instructions will be within the apartment. Additional charges may be made if we are required to provide access due to lost or forgotten codes.
Interruption to services: We will make every effort to ensure that guests enjoy a peaceful stay, however, we cannot guarantee or be held responsible for any failure or interruption of services to the apartment or the building, including electricity, air conditioning, water or any damage to telephone, broadband/ internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our apartments. Our Management team is available to ensure your stay is as comfortable and enjoyable as possible, contact details are available within the apartment. Reasonable care has been taken to ensure that the content of our 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 our website (and/or other means of promotion or advertising) is published in good faith. We do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. Our website may link to other websites and we are not responsible for the data policies, content or security of these linked websites. Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual apartment size, design, fixtures, furnishings and facilities may vary.
Use of Apartment – Guest Responsibility
You are responsible for ensuring that the apartment is not occupied by more people than is stated at the time of Booking, the maximum guests in an apartment is determined by the number of beds in the apartment. If the maximum number is exceeded then we may refuse access to the accommodation and/or reserve the right to charge for additional apartments. In the case of refused admittance no paid funds will be returned. The apartment cannot be re-let/sublet to any other group/party without the written approval of Us. All apartments are occupied as serviced apartments and are only to be used as temporary or holiday accommodation for you, or your organisation. They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment. These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended). Village Apartments Norwich or their subcontractors or agencies have the right of access to the property at anytime, with due regard to the convenience of the guest, for the purpose of cleaning or inspection of the property and to carry out any essential repair or maintenance work.
Guests are responsible for their visitors. Non residents will not be allowed access to the apartments after 11pm and we operate a strict no party policy, therefore it is forbidden to use our apartments for parties or gatherings where occupants of neighbouring apartments might be disturbed. If, on arrival, it is felt you are intending to use the apartments for such an event you may be refused entrance. If it is discovered that you are holding such an event after arrival you will be required to leave immediately without refund. In such circumstances, We are not obliged to provide or locate any alternative accommodation. Guests are required to behave in a responsible manner, respect the apartment and their fellow guests and keep noise to a minimum between the hours of 9pm 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. An additional charge may be made if We are called out in response to a nuisance complaint. In order to ensure our guests enjoy a stay free from disturbance, bookings may not be accepted from any paying guests under the age of 25. Proof of identification and date of birth may be requested on arrival and if not presented on request, we reserve the right to cancel the booking. Guests are not permitted to use the apartment for any illegal or immoral purposes. Guests are not permitted to keep dangerous or combustible materials within the apartment or apartment building. We have the right to terminate a booking at any time on the grounds of abuse to staff or other guests, mistreatment of the apartment or criminal activity on the part of those occupying the apartment or their guests. Smoking is not permitted in any apartment or the apartment building. Regrettably no pets of any kind are allowed in any apartment of the apartment building.
You are responsible for taking all reasonable care of the apartment and its contents. Guests are required to keep the apartment, furniture, fittings and effects in the same condition as on arrival. Inventories and condition reports can be provided at the start and end of the stay. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the apartment will be charged in full. Except in the case of normal wear and tear You will be responsible during your stay for loss and damage to the apartment and/or its contents caused by, but not limited to, negligence, wilful damage or irresponsible behaviour. You are responsible for ensuring that no person staying or visiting, your apartment during your stay, will do anything which would void or endanger the policy of our insurers in respect of the apartment(s) building and its contents. You are responsible for damages caused by improper use of the apartments furniture, fittings and appliances: additional user guides for appliances will be supplied upon request. The apartment and all furniture, fittings and effects must be left in a reasonable state of cleanliness and order on departure. We reserve the right and you hereby authorise us to charge your credit or debit card without notice for any damage incurred to your apartment (s) or the apartment building during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.
Privacy and Data Protection
Health and Safety
We take the health and safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the apartment and building and the health and safety procedures as detailed within your apartment.
Village Apartments Norwich booking fees/cost does not include any personal insurance cover of any kind, therefore you are advised to ensure you have appropriate insurances in place. We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked. In addition you are strongly advised to ensure you have appropriate travel insurance to cover cancellation, personal accident and medical expenses.
We 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 us 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 us 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 us, or any liability that cannot by law be excluded. Subject to the paragraph above, we 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 us 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 us 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, our 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 us under your booking. We shall not be liable for any failure or delay in performance of its obligations which results directly or indirectly from any event, which is beyond its reasonable control affecting the building or the local area. Force Majeure and/or events beyond our 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 our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the fees paid to us under your booking.
Additional charges may be charged including but not limited to breakages, damages, theft or extra cleaning incurred during your stay, and may include compensation for loss of revenue in addition to cleaning and repairs. Valid credit/debit card details must be supplied at the time of booking the apartment (s) to cover any further “additional charges” that may be incurred. Payment for such “additional charges” may, if applicable, be deducted from such debit/credit card as has been supplied. Such payment will be taken without notice to you. A written statement of the “additional charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges. Guests are required to keep the apartment, furniture, fittings and effects in the same condition as on arrival. We expect the apartments to be left in a reasonable state of cleanliness and order on departure, requiring the usual routine cleaning. An additional charge of £200 will be made where smoking has occurred, extra cleaning or specialist cleaning is required to return the apartment to a fit state for occupation. Any loss/damage to the apartment will be charged in full, at the cost of repair or replacement item(s) loss/damaged, in addition to a 20 GBP administration fee. In the event that these are discovered after departure we will notify you or the Booker within 7 days of departure with full details and where possible photographic evidence.
In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify us as soon as possible in the first instance, contact details are also made available within the apartment building. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please write to Guest Services, Village Apartments Norwich, 32 School Lane, Little Melton, Norwich, NR9 3AD or you can call us on 01603 813423.
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.