Terms & Conditions
Terms & Conditions of Hire
These booking terms and conditions of business are a hire contract between Melita Property Investment Ltd, (trading as Melita Stays) Company number: 14535378; registered office: Melita Property Investment Ltd, Ground floor, 5 The Pavilions, Cranmore Drive, Shirley, Solihull, B90 4SB, and you the person making the booking including all adult members of your party who will be staying in any of our properties. By making a Booking or staying in our Accommodation you agree to abide by these terms and conditions. General house rules are stated in section 24. Defined terms used in this contract are:
1. INTERPRETATION
In this Agreement the following words and phrases shall have the following meanings unless the context otherwise requires:
1.1. “Additional Charge” means a charge or fee that is additional to the rental and includes those specified as an ‘additional charge’ in these terms and conditions or in the Booking, and also any other reasonable charge or fee incurred by you under these terms and conditions.
1.2. “Managing Agent”, “Booking Agent”, “us”, “our” or “we” refers to Melita Property Investment Ltd, (trading as Melita Stays) offering serviced apartments on behalf of the property owners.
1.3. “Client” is the person who arranges the accommodation – they could also be the guest.
1.4. “Guest”, “you”, “your” is any adult authorised by us to reside at the property – they could also be the client.
1.5. “Accommodation” is an accommodation managed by Melita Property Investment Ltd, (trading as Melita Stays) on behalf of the owner(s) of it.
1.6. “Booking” means an offer from you to us to book our accommodation on the terms of agreement following your provision by you of sufficient information to enable us to complete our telephone or Website provisional booking process.
1.7. “Furniture and appliances” mean such furniture and appliances usually found within the apartment and any other items which we agree to provide.
1.8. “Inclusive Services” means housekeeping service as determined with you Booking Agent, linen and towel change as determined with your Booking Agent, use of electricity, gas, water, sewerage and council tax.
1.9. The term “Serviced Accommodation” means the following: A fully furnished and equipped apartment or house, accessed by corridors, stairwells and any common part of the building, inclusive of gas, electricity, water, drainage and sewerage, council tax, TV license, a weekly or fortnightly cleaning and linen service as agreed prior to stay.
2. CONDITION AND USE OF THE PROPERTY
2.1. The property is provided in “as in” condition. The Managing Agent shall use its best efforts to ensure the operation of all amenities in the property, such as internet access, satellite or cable TV access are working. The Managing Agent shall not be held responsible for such item’s failure to work but will make every effort to correct any issues as reported as quickly as possible.
2.2. You acknowledge that use of amenities such as decks, balconies and the like may be potentially dangerous and involve potential risks if improperly used, particularly with regard to children and such use is at your own risk.
2.3. You shall always use the property for hotel/residential purposes only and in a careful manner to prevent any damage or loss to the property and keep the property in a clean and sanitary condition.
2.4. The Guest and any additional permitted guests shall refrain from loud noise and shall not disturb, annoy, endanger, or inconvenience neighbours, nor shall the Guest use the property for any immoral, offensive or unlawful purposes, no violate any law, association rules or ordinance, nor commit waste or nuisance on or about the property.
3. ASSIGNMENT OR SUBLEASE
3.1. You are not permitted to assign or sublease the property or permit the use of any portion of the property by other persons who are not family members or guests and included within the number of and permitted occupants under this Agreement. This includes no third-party bookings, such as booking on behalf of a friend.
3.2. This property does not accommodate hen, stag or any sort of parties.
4. OCCUPANCY
You agree that no more than the agreed persons shall be permitted on the property at any time during the Rental Term, all of whom shall comply with the conditions and restrictions imposed under this Agreement.
5. DEPOSIT
A security deposit to cover your obligations under this Agreement may be taken at or prior to check-in. This may be in the form of a payment or an authorisation to deduct payment from your debit or credit card used to make the Booking. Any security deposit paid will be returned to you in full (or any payment authorisation cancelled) upon the Accommodation being returned to us in accordance with the terms of this Agreement. Where you are liable for loss or damage under clause 6, we may withhold some or all of your deposit to cover the same and our administration fees associated with repairing or dealing with the loss or damage. These will be Additional Charges. The deposit will be refunded provided the following provisions are met:
5.1. No damage is done to the property or its contents including (but not limited to) towels, furniture or the property itself.
5.2. No charges are incurred due to illegal activity, pets or additional services rendered during the stay.
5.3. All debris, rubbish and discards are placed in a rubbish bin inside the property, and soiled dishes are cleaned.
5.4. All keys are left in the keybox/keysafe (or the same place as the guest collected them from, if externally) and the accommodation is left locked and secure, with all windows closed.
5.5. All charges accrued during the stay are paid prior to departure.
5.6. No linens are lost, taken or damaged (e.g. burns or stains which cannot be removed).
5.7. No smoking within the apartment.
5.8. You are not evicted by the owner (or representative of the owner) or the local law enforcement.
5.9. No keys are lost during the stay.
5.10. If our noise monitoring systems alert us of loud noise, we will send you 1 warning. You are still entitled to refund of your deposit provided the noise levels are reduced sufficiently after this point. If noise levels are not reduced, you will be removed from the property and will no longer be entitled to your refund of deposit.
6. LOSS AND DAMAGE
6.1. Please ensure that you inspect the Accommodation on check-in. Unless we receive notification otherwise within 12 hours of check-in, we will be entitled to assume that you have fully accepted that the condition of the Accommodation is in good repair, condition and in a clean and tidy state and you will waive any rights to claim otherwise.
6.2. Risk of damage to the Accommodation and its contents will pass to you on check-in and remain with you until the Accommodation is returned to us. You shall be liable for all loss or damage (except fair wear and tear) caused during the rental period, and for any reasonable loss of rental resulting from such loss or damage.
7. SCOPE
Your stay with us is not intended to confer exclusive possession on either the client or guest nor to create the relationship of landlord and tenant between Melita Property Investment Ltd. (trading as Melita Stays) and either the client or any guest. You agree that the purpose of the Booking is for a holiday, and therefore that you will not be entitled to any rights under any statutory provision including, without prejudice to the foregoing generality, the Rent Act 1977, any assured tenancy or assured shorthold tenancy under the Housing Act 1988, or any tenancy arising under or in terms of, or regulated by the Housing (Scotland) Act 1988, Housing (Scotland) Act 2006, Housing (Scotland) Act 2014, Private Housing (Tenancies) (Scotland) Act 2016, including in each case any amendment or re-enactment of any such statute for the time being in force. Our rates are subject to change without notice, unless otherwise agreed by us in writing. VAT is charged as appropriate.
8. AGREEMENT FOR OCCUPATION
8.1. We permit you to occupy the property as a holiday Booking for the agreed hire period only and subject to these Terms and Conditions of Hire, such occupation being by you personally and only such guests named in the Booking, and the use the Inclusive Services. The actions and omissions of any visitor to the Accommodation are your responsibility. See also your obligations under condition 16 below.
8.2. You must be 18 years or over when you book your accommodation.
8.3. Your booking is made as a consumer and you acknowledge that no liability can be accepted for any losses suffered or incurred by you.
8.4. We reserve the right to refuse to accept any Booking for whatever reason.
8.5. You may arrive at your Accommodation after 4pm (unless stated differently) on the first day of your Booking and, unless otherwise agreed, you must leave by 10am (unless stated differently) on the last day. If you want to extend your check-out time, please notify us at least 24 hours prior. If you fail to arrive by midnight on the day of the start date and do not advise us of a late arrival, we may treat the booking as being cancelled by you.
8.6. If you want to increase your length of stay, we will do everything that we can, subject to availability of accommodation, to find something suitable for you. It must be borne in mind that this may not always be possible.
8.7. If the number of people permitted to occupy the Accommodation is exceeded (which would be in breach of Health and Safety Regulations), we reserve the right to move excess occupants and charge for additional accommodation or require the excess occupants to vacate the property. A repeat offence will result in your stay being terminated with no refunds and your full deposit captured. We reserve the right to visit the property to ensure the number of guests on the booking is correct.
9. PAYING FOR YOUR ACCOMMODATION
The following terms apply to payment:
9.1. To secure your Booking, payment must be made in full at the time of Booking. You hereby authorise us to take payment from your preferred payment method that you booked with. All prices advised to you are inclusive of booking fees and charges unless stated otherwise.
9.2. Should the payment of the full amount not reach us within the required time we reserve the right to cancel any bookings made and any deposit paid will be forfeit.
9.3. If you fail to pay any sum that is due under this agreement when due, then you will pay us, on demand, interest on the unpaid sum in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (as amended) from the date payment is due until the managing agent receives payment in full cleared funds both before and after any judgement.
9.4. The following are the conditions you need to adhere to: We expect the property to be left in a reasonable state on departure, including rubbish being placed in rubbish bins, and soiled dishes being washed and dried. If, at our discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge.
9.5. From the 1st July 2007 the UK legislation provides that smoking is not permitted in serviced properties. Smokers must vacate the building should they wish to smoke. Where there is evidence of guests smoking within the property, we reserve the right to charge £150 for specialist cleaning. You shall be liable for any reasonable loss of rental resulting from the property being uninhabitable due to residual smoke until specialist cleaning is able to be arranged.
9.6. Anyone found using or under the influence of illegal drugs or substances classified under the Misuse of Drugs act (1971) will be reported to the police and asked to leave the premises. Any evidence or suspicion of drug use on our premises will also be reported immediately to the police.
9.7. No daily housekeeping service is provided. While linen and bath towels are included in the unit, daily maid service is not included in the Booking rate. However, it is available for an Additional Charge for longer stays.
9.8. We do not permit towels or linens to be taken from the property. We reserve the right to charge guests who take towels away from the property.
9.9. Falsified Bookings – any booking obtained under false pretence will be subject to forfeiture of advance payment, deposit and/or rental money, and the party will not be permitted to check in.
9.10. Pets are permitted only in specific units and with prior written approval. Additional Pet Charges apply. The Pet Addendum has to be signed and returned to us prior to arrival to allow pets into the property. Additional Pet Fees will be required. Pets are strictly prohibited in all properties without the completed Pet Addendum, written approval and any additional Pet Fees settled.
10. ADDITIONAL CHARGES
10.1. Additional Charges which may be payable include those items specified in the Booking and any specified in these terms and conditions.
10.2. Where Additional Charges are payable, you hereby authorise us to take them from the credit or debit card used to make the Booking. If no credit or debit card was used in the Booking, you must pay Additional Charges by another means acceptable to us. All Additional Charges are due on the check-out date, unless the context otherwise requires.
10.3. If you fail to pay any Additional Charge within 14 days of the date of our invoice requiring payment of the same, you will incur an administration fee of £50 to cover the costs of sending you our debt collection letter, which will follow.
11. CANCELLATION OR CHANGES TO YOUR BOOKING BY US
11.1. In the unlikely event we have to cancel or make any changes to your accommodation, we will use all reasonable efforts to contact you as soon as possible to explain what has happened and inform you of the cancellation or change. If possible, we will offer alternatives, but should these alternatives be unacceptable to you, the Booking will be treated as cancelled and we will refund any money you have paid to us within 14 days of any cancellation.
11.2. We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our control (force majeure). In these Conditions “force majeure” means any event or consequences thereof which could not have been reasonably avoided, by us even with the exercise of all due care. This may include (by way of example only and without limiting the generality of the foregoing) war or threat of war, civil strife, terrorist activity, industrial dispute, natural or manmade disaster, fire, adverse weather conditions and all similar events outside our control.
12. CANCELLATION/ALTERNATION OF YOUR BOOKING BY YOU
12.1. We will use our best efforts to accommodate your requests for alterations of your Booking, subject to availability of accommodation, however, you will be obligated to pay additional expenses incurred as a result of alteration. In addition, we may charge, at our discretion, an amendment fee to cover the necessary administrative costs incurred.
12.2. If you booked through an Online Travel Agency (such as Booking.com or Airbnb), we will honour the terms of cancellation agreed in that Booking.
12.3. The guest can cancel direct bookings free of charge until 14 days before arrival. The guest will be charged 50% of the total price of the reservation (via direct booking) if they cancel no less than 7 days before arrival. Guests will be charged 100% of the total price of the reservation (via direct booking) if they cancel less than 7 days before arrival.
12.4. The Guest will be charged a prepayment of the total price of the reservation at any time.
12.5. Should you wish to extend your stay, please do not hesitate to contact us before 4:00pm the day the day before your departure date to avoid an additional late extension request charge £25.
12.6. No refunds will be made for non-arrivals.
11. DEATH, PERSONAL INJURY OR LOSS OF PROPERTY
11.1. We shall have no liability to you for the death or personal injury to you or any members of your party unless this results from an act or omission on our part.
11.2. Any guest using their own electrical appliances (hairdryers, curlers, tongs, shavers, personal computers, personal stereos etc.) must use the appropriate adaptor. Non-UK plugs used without the appropriate adaptor. Non-UK plugs used without the appropriate adaptor/transformer are a serious fire risk. Please ensure that all heated appliances are switched off and stored safely before leaving the Accommodation. Guests found to be in breach of this rule may be asked to leave with immediate effect.
11.3. You must take all necessary steps to safeguard your personal property and we accept no liability to you in respect of damage to, or loss of, such property unless caused by negligence on our part.
11.4. Cars and their contents are parked at their owners’ risk. Please ensure that cars are locked, and possessions are left out of sight.
11.5. Property left in the Accommodation will be kept for one week after departure or forwarded at the Guests’ expense, plus a £20 arrangement fee.
11.6. We shall have no liability for any loss which was not foreseeable at the time we entered this Agreement or losses not caused by our breach in this Agreement, and, if you are entering this Agreement in the course of a business, we shall have no liability for any loss of profit, loss of or damage to goodwill, increased costs, loss of anticipated savings, loss of business, or any special, indirect or consequential loss (whether arising through breach of contract, tort including (without limitation) negligence, or breach of statutory duty. In any case our total liability to you is limited to the total cost of your reservation.
11.7. All descriptions and photographs of the Accommodation are for illustration only and we do not warrant that they are accurate or complete, although we do use all reasonable endeavours to ensure that they are.
11.8. We do not exclude liability for fraud, and your legal rights are not affected by any term in this Agreement.
12. KEYS
12.1. Unless otherwise agreed, the Owners will issue to the client or guest one set of keys to the property. If at any time the Client or Guest loses the keys, they must notify us as soon as possible and we will instruct a locksmith to change the lock/keys(s) and charge the Client or Guest. The cost may vary depending on the property as some apartment keys come with fobs and permits.
12.2. If the Guests locks themselves out of the property and requires the Owners’ assistance to re-enter the property, we reserve the right to charge an administrations fee, and an Additional Charge. Sometimes if it is too late, we may not be able to attend immediately, such as at 5am in the morning etc.
12.3. We will retain keys to the property and will access the property to provide the services set out in this agreement and any necessary maintenance and also to inspect the property and carry out repairs to the structure, roof, exterior or any services, appliances or equipment therein. We reserve the right to enter the property at any reasonable time during your stay for essential maintenance or if we suspect damage has been caused, or there has been a serious breach of our house rules, or in case of any emergency. We will make reasonable efforts to contact you before entering the property.
12.4. On check-out, keys must be left in the key box (or the same place as the guest collected them from) and the Accommodation must be left locked. Loss of keys will incur an Additional Charge.
13. SERVICES
Save where there is a total failure to provide useful Accommodation as reasonably expected under this agreement, we cannot be held responsible for any failure or interruption to services to the Accommodation, for example, gas, water and electricity, or for the damage, disturbance or noise caused as a result of maintenance work being carried out in any part of the building.
14. WIRELESS BROADBAND INTERNET AND HARDWARE
Wireless Broadband Internet is usually available in our Accommodation; however, we will not be liable for loss of this service due to connection, environmental or human error and no support service is available. For this reason, wireless broadband internet is not a contractual provision. We do not assume any responsibility for any damage to your computer or the data contained on it, nor the security of any data transferred over the internet. Guests are responsible for the protection of their computers from loss of data, unauthorised access or viruses. All usage of the broadband must be within normal usage amounts unless otherwise agreed.
15. MAINTENANCE CALL-OUTS
Should a guest or client report that a service or an appliance is faulty and subsequent inspection confirms that the appliance was not faulty, but was not being operated properly by the guest, and where usage instructions have been provided, we reserve the right to charge the guest for the maintenance call out fee/charge depending on various factors such as the time and distance.
16. CLIENT/GUEST’S OBLIGATIONS
The client will guarantee the following:
16.1. Guests will not keep any animals, insects, birds or reptiles in the property without our permission (given in accordance with Condition 9.10.).
16.2. When guests with small children occupy the property, the guest undertakes to provide all suitable childproofing safety equipment.
16.3. Guests will not do or permit any act reasonably likely to make any insurance policy on the property void or voidable or increase the premium.
16.4. Guests will not do anything that may cause a nuisance or annoyance to the Owners or to any other occupier or guest of adjoining properties or do anything at the property that is illegal or immoral. Noise disturbance after 10pm and before 8am can be reported to the Local Council. We have noise monitoring systems in the property which alert us of loud noise. You will receive 1 warning and then be removed from the property if the behaviour continues.
16.5. At the end of this agreement the property is cleared of the guest’s effects and left in good repair and clean condition. The Guest will pay for the repair or replacement of such items of the fixtures, furniture, furnishings and other effects as shall be broken, lost, damaged, or destroyed save for reasonable wear and tear.
16.6. Guests will use the Property for private residential purposes only and not for any business use.
16.7. Guests will not make any alterations to the property or attempt to make any repairs. Guests will allow us or our authorised representatives permission at all reasonable times to enter the Accommodation to inspect its conditions.
16.8. The client will not assign, underlet, sub-license, charge or part with possession of any of the contents located at the property including without limitation of the owners’ furniture and effects.
16.9. Guests will not sell, loan, charge or otherwise dispose of or part with possession of any of the contents located at the property including without limitation the owners’ furniture and effects.
16.10. Guests will not hang on the outside of the property any flowerpot or similar object or any clothes or other articles.
16.11. Guests will not block or put noxious or damaging substances into the sinks, baths and lavatory cisterns or waste, or soil pipes in the property or allow them to overflow and will immediately report any such blockage etc. to us.
16.12. Guests will not leave the entrance door or windows to the property open but ensure that all door and window locks are properly engaged at all times. All windows must be closed when not in the Accommodation or during bad weather.
16.13. Guests will take all reasonable precautions to prevent condensation by keeping the property adequately ventilated and heated. Extractor fans located in the bathrooms and en-suites must be switched on at all times to prevent damage to the Accommodation.
16.14. Guests will not change any lock to the Accommodation or have any duplicate keys made.
16.15. Guests will notify us as soon as is practicably possible of (a) any plumbing, electrical or general problem or (b) any damage to the property or its contents and shall desist from attempting to remedy such problem on their own.
16.16. Guests will notify us of any damage to the property or its contents as soon as is practicably possible.
16.17. Guests will maintain properly insured, to their full replacement value, all of their personal property which is kept either at the property or on the guest’s person.
16.18. Guests will use all equipment provided at the Property strictly in accordance with its operating instruction and no for any purpose other than its intended use.
16.19. Guests will not leave or store any valuable personal possessions anywhere in the property where they can be easily viewed by third parties.
16.20. Guests will not play ball games inside or within the ground of the Accommodation.
16.21. The number of people occupying the property does not at any time exceed the maximum number of permitted occupants as set out in your Booking of the relevant property.
16.22. Guests will use any cleaning products, liquids, tablets etc. strictly in accordance with their usage instructions and ensure that such products are kept out of reach of children. We accept no liability for misuse of products supplied.
16.23. Guests will not install any portable cooking appliances, camping stoves or similar items in the Accommodation.
16.24. Guests will not behave in an abusive or threatening manner toward our staff.
16.25. You indemnify us and will keep us indemnified on demand for all claims, liabilities, losses, costs and expenses (including legal fees) incurred or suffered by us (except any incurred as a result of our default) in connection with this Agreement or in connection with any use or misuse of the Accommodation, except for personal injury or death caused by our act or omission.
16.26. Guests will ensure they take photos during CHECK IN of any existing damage if they are concerned that it may affect their security deposit and should email them on the day of check-in to admin@melitastays.com. If photos are not received, any new damage (holes or dents in walls/spillages on fabric throughout the Accommodation/damage to electrical goods/fixtures/fittings/flooring/surfaces etc.) discovered post check-out will be charged against the security deposit.
17. DEFAULT
If you should fail to comply with the conditions and obligations of this Agreement, you shall surrender the property, remove all personal property and belongings and leave the property in good order and free of damage. No refund of any portion of the Total Rental Fee shall be made and if any legal action is necessary OR any of the rules are broken above OR if security is called in order to remove yourself from the property.
17. TERMINATION OF THIS AGREEMENT
This agreement may be ended by us with immediate effect if:
17.1. The Accommodation fee is not paid on the payment day, or if you are in breach of any of the terms or conditions set out in this document.
17.2. The client becomes bankrupt, has an administration order made against him or her or has a judgement enforced or entered against him or her.
17.3. We may also terminate this agreement at any time and for any reason on giving the client reasonable written notice.
17.4. The client will, at the end of the Accommodation period, return to us all keys to the property and give us vacant possession of the property.
18. HEALTH AND SAFETY
18.1. We want your stay to be as comfortable as possible. Failure to comply with this statement may be considered as a breach of contract and will result in the guest being asked to leave.
18.2. Guests should keep the Accommodation free of hazardous objects at all times and not to leave it in a condition that would make it unsafe for our housekeepers, staff, guests or themselves to use. By making a booking and staying in one of our properties you agree to abide by these terms and conditions.
19. DATA PROTECTION POLICY
19.1. We are required to gather certain personal data about clients and guests for the purposes of satisfying operational and legal obligations. This personal data will be subject to the appropriate legal safeguards as specified in the Data Protection Act 1998. We fully endorse and adhere to the eight principles of the Data Protection Act. These principles specify the legal conditions that must be satisfied in relation to obtaining, handling, processing, transportation and storage of personal data. The principles require (amongst other things) that the personal data shall be obtained for a specific and lawful purpose and shall not be processed in any matter incompatible with that purpose. We are registered with the ICO.
19.2. The purpose for which we hold your personal data is to carry out this Agreement, and we do not pass information on to third parties save for this purpose. We may use cookies on our website for the purpose of monitoring website usage, and we will ask for your consent, but do ask that you inform us if you do not consent to the use of these cookies.
20. COMPLAINTS
20.1. All complaints should be notified as soon as possible to us (email admin@melitastays.com or message us via the booking platform you booked on) and we will do our best to resolve them in a timely manner.
20.2. If you are not still satisfied within 14 days of the end of your stay, you should put your comments in writing to the address below, and we will use all reasonable efforts to resolve the matter as quickly as possible.
20.3. You can also complain to the Booking Agent you used for your Accommodation reservation.
21. LAW
If the Property is in England or Wales, the agreement between us and all matters arising therefrom are subject to the law of England and Wales and, in the event of a dispute, you will be subject to the exclusive jurisdiction of the courts of England and Wales. If the Property is in Scotland, the agreement between us and all matters arising therefrom are subject to the law of Scotland and, in the event of a dispute, you will be subject to the exclusive jurisdiction of the courts of Scotland.
22. YOUR RIGHTS
Your statutory rights are not affected by anything contained within these Terms and Conditions of Hire.
23. SEVERANCE
If any provision (or part-provision) in these terms and conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If not possible, it shall be struck out. The rest of the agreement shall remain enforceable.
24. GENERAL HOUSE RULES
Please bear in mind that the following house rules are put in place to create an enjoyable atmosphere for everyone and to maintain the quality and standard or our properties and service. We have put significant working into creating a great space for you to enjoy, and we politely request your respect.
24.1. Any evidence found proving that you are either breaking UK Government Coronavirus Guidelines or your stay is not in line with your selected criteria in the above declaration, will result in your immediate removal from the property and your personal information as well as any IDs you provided us to be sent to the authorities. Cancellation due to guests not being able to provide supporting documentation for the purpose of their stay upon the governmental guidelines will be subject to a £15 penalty charged during the refunding process.
24.2. Strictly no parties allowed. Our property is available for workers/groups/families to book and enjoy respectfully. We do not tolerate misuse of the property for excessive noise and/or partying. We will promptly be made aware of any excessive noise and Security will be called out to the property without hesitation to remove guest/s. The full security deposit will be charged against the removed guest/s and no refund will be provided. Additional charges may also be incurred.
24.3. Please respect neighbouring properties with quiet enjoyment between 10pm and 9am on weekdays. On weekends, any noise that could disturb neighbours should end by 11pm.
24.4. To help us ensure guests are considerate of our neighbours, noise monitoring systems are installed in our Accommodation. These systems alert us when the sound in our Accommodation reaches the levels which would disturb our neighbours. These must not be tampered with. We receive notifications when they are removed or turned off. In such cases, we will contact you immediately and politely request that they are re-attached. If you do not re-attach them as we requested, we will call the relevant security personnel, and have you removed from the premises. Furthermore, we will capture your full security deposit.
24.5. We require a fully refundable security deposit to protect against damage. Should the damages caused to the Accommodation exceed the security deposit, you will be called by our organisation and be charged the excess amount. A complete breakdown of the extra charges will be sent to you afterwards.
24.6. Guests will ensure they take photos during check-in of any existing damage if they are concerned that it may affect their security deposit and should email them on the day of check-in to admin@melitastays.com. If photos are not received, any new damage (holes or dents in walls/spillages on fabric throughout the Accommodation/damage to electrical goods/fixtures/fittings/flooring/surfaces etc.) discovered post check-out will be charged against the security deposit.
24.7. There will be no smoking permitted under any conditions. You will be charged £150 if the smell of cigarette smoke or evidence of smoking (cigarette butts, ash etc.) and/or other illegal substances is found after your stay. If smoking within the Accommodation/building is discovered during your stay, you will be asked to leave the Accommodation without any refund. If you are a smoker, please ensure that smoking takes place outside of, and away from, the property. Do not smoke standing in the doorway or out of a window. All nearby doors and windows much be closed if a guest is smoking outside. Guests smoking in a doorway or a window will be charged £150. Any tampering with the smoke alarm will result in us claiming the whole security deposit.
24.8. Please take care of your keys. Lost/unreturned keys will be charged out due to the requirement of changing locks for security reasons. The cost of this will depend upon the types of keys lost.
24.9. Check-out and check-in times are 10am and 4pm, respectively (unless stated otherwise). If you check-out late, you will be charged for an additional night against your security deposit. If you are arriving late, under no circumstances should you ring any apartments of the building or neighbouring properties to let you in or any onsite staff as they will not be able to assist you in any way. You may request early check-in or late check-out by contacting our team. This is subject to availability and the timing of request and will require you to pay additional fees for the service.
24.10. Please check-out on or before 10am (unless stated otherwise) to avoid a late check-out charge deduction from your security deposit of £30 for the first one hour and £20 per hour following.
24.11. Should you wish to extend your stay, please do not hesitate to contact us before 4:00pm the day before your departure date to avoid a late extension request charge of £25.
24.12. The minimum age for check-in is 18. Children of any age are only allowed to stay if they are accompanied by a responsible adult or carer.
24.13. We take no responsibilities for any injuries that guests might have caused to themselves during their stay in the Accommodation. Please call an ambulance on 999 for any emergencies. Guests are obliged to keep their belongings and valuables safe and must always lock the door when leaving the Accommodation or for the night. We take no responsibility for any lost items caused by neglect by any guest.