Terms & conditions
Terms and Conditions
By booking accommodation through Grandeur Property you are agreeing to the following terms and conditions.
Definitions
Grandeur Property means Grandeur Property Management Limited which is a Limited Company registered in England and Wales number 11529242 of Flat 2, 24-30 Chalice Close, Poole, Dorset, BH14 0JS.
References to you or your means the person or organisation making the booking through Grandeur Property.
The Supplier means the organisation, individual, partnership or company which supplies the accommodation. The identity and details of the Supplier will be confirmed in the booking confirmation email supplied by Grandeur Property .
The Booking
Your booking is with the Supplier. Grandeur Property act as an agent for the Supplier in facilitating a booking through this website, by email or telephone and your contract for the booking will be between you and the Supplier in accordance with these terms.
These terms apply to bookings made via the booking portal, the Grandeur Property website, by email or telephone or in person with Grandeur Property .
Your booking is confirmed and a legal contract concluded once your payment has been successfully made. No booking is made or contract concluded when payment is declined or unauthorised.
Grandeur Property will facilitate payment of your booking but you do not pay any fee or charge to Grandeur Property for its services. Grandeur Property will charge to the Supplier a management fee in respect of each booking which is payable to Grandeur Property by the Supplier.
You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7) (a) of the Protection from Eviction Act 1977.
Bookings can be for any length from one night up to three months. Bookings may be made at any time up to 9.00pm on the first night of your stay.
Bookings may only be made by a person aged 18 or above and there must be at least one person aged 18 or above staying in the accommodation.
You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of the Supplier.
Payment and Cancellations
All payments shall be made by Credit or Debit Card. Grandeur Property does not charge booking fees or credit or debit card fees.
Full payment is required upon booking unless expressly agreed otherwise by the Supplier. Grandeur Property shall supply an invoice on behalf of the Supplier.
The total price for your entire stay will be presented to you before you confirm your booking and make payment. Pricing is dynamic and therefore the price for the same or similar accommodation may vary over time after your booking is made. This does not confer upon Grandeur Property or the Supplier any right to require additional payment where the price increases and does not confer any right on you to a discount if the price decreases.
The following cancellations provisions apply unless specified otherwise in the reservation information provided prior to booking.
Both Grandeur Property (on behalf of the Supplier) and you may cancel the booking at any time up to 14 days prior to the first day of your booking in which case a full refund will be made to you.
If you cancel the booking within 14 days of the first day of your booking then the Supplier reserves the right to retain the full amount paid. Any refund will be at the Supplier’s entire discretion unless it is able to book out the accommodation to other guests, in which case it shall make a refund to you of your booking cost, less any difference in price where the replacement booking was off a lesser value.
The Supplier reserves the right to cancel bookings within 14 days of the first day of the reservation where it is necessary due to reasons outside of the supplier’s reasonable control or in the event of an overbooking due to delays or errors within the booking system. In the event of such cancellation, you will receive a full refund.
Cancellations due to property damage:
Right to Inspect: Grandeur Property Management Ltd reserves the right to conduct random inspections or audits of the properties at any time to ensure compliance with our standards of maintenance and cleanliness. These inspections are intended to prevent abuse and to mitigate risks to the welfare of the properties under our management.
Cancellation Due to Property Damage: If, during an inspection, a property is found to be abused, significantly damaged, or contains serious cleanliness issues, Grandeur Property Management Ltd reserves the right to cancel any bookings immediately. This action is taken to safeguard the property and to avoid incurring extensive costs associated with repairs and deep cleaning.
House Rules Agreement: All guests are required to agree to and abide by the house rules set forth below:
No events, parties, or gatherings.
Strict prohibition on smoking, vaping, or the use of e-cigarettes within the property.
No commercial photography or filming.
Conducting business operations from the property is forbidden.
Observance of quiet hours from 11 pm to 8 am.
Adherence to check-in and check-out times.
Compliance with the maximum guest allowance as any violation may affect insurance coverage and your booking will be cancelled with immediate effect.
No stag or hen parties.
Acknowledgment that infants are counted as guests.
A strict no-smoking policy inside the property and on balconies, with a penalty of £150 for non-compliance.
Mandatory signing into the property via an external check-in form; failure to comply will result in cancellation of stay.
Requirement for guests to upload photo ID before arrival for insurance and fraud prevention.
If pets are brought, a fee of £65 per pet per stay applies, subject to approval and restrictions.
Guests must manage waste as per the property manual, with a potential fee for non-compliance.
d. Disclaimer for Unauthorised Changes: Any unauthorised early check-ins or late check-outs will incur a penalty fee of £50 per additional hour overstayed. A late check-out may also lead to a relocation and/or cancellation fee if it results in a loss of income due to disruptions in subsequent bookings.
Security Deposit Requirement
Prior to occupying the property, the guest ("You") is required to provide a security deposit (the "security deposit") as a form of assurance against any potential damages, losses, unpaid fees, or any other breaches of this agreement during your stay.
The amount of the security deposit required will be communicated to you at the time of booking or separately in writing. Payment of the security deposit is to be made prior to occupancy and, in any event, no later than the date specified in your booking confirmation.
The security deposit serves as protection for the landlord against any costs or losses arising from your breach of this agreement, including but not limited to:
i. Damage to the property or its contents beyond ordinary wear and tear.
ii. Outstanding utility bills or service charges
iii. Any unpaid rent or fees due under this agreement.
iv. Any other costs or charges specified in this agreement or as allowed under standard UK law.
Subject to the terms herein, the Security Deposit will be returned to you in full or minus any appropriate deductions within seven (7) days of your departure from the property via bank transfer and 14 days via your card provider.
An inspection of the property will be conducted by the clean team and the landlord or their representative following your departure to ascertain if any damages or breaches of this agreement have occurred during your stay.
Should any damages or breaches be identified that justify a deduction from the security deposit, a detailed breakdown will be provided to you in writing. Any costs will be deducted from the Security Deposit, and the remainder, if any, will be returned to you.
If the cost of rectifying damages or breaches exceeds the amount of the security deposit, you will be liable to pay the balance within a specified time frame, as communicated to you in writing.
Your stay
Check-in time and check-out time shall be detailed in the reservation information unless expressly agreed by the Supplier otherwise. The Supplier may request an additional payment for early check-in or later check-out. Information on the check-in and check-out procedure and access to the accommodation will be provided separately.
Your booking is for serviced accommodation rather than a hotel or guest house service (unless expressly specified otherwise) The Supplier does not provide meals or newspapers.
Included in your room/apartment will be linen and towels, shower gel and shampoo. A cleaning service is provided and further information is available on request.
Your accommodation will also include a supply of coffee, tea and sugar.
You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and conditions. In particular you and your guests must not:
Smoke in the premises. All rooms and common spaces in our accommodation is strictly nonsmoking – you and other guests may only smoke outside of the premises.
Bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by the Supplier;
Bring any potentially dangerous or hazardous materials or equipment onto the premises;
Tamper with any fire alarms or emergency equipment;
Remove, damage or destroy any Supplier property;
Use any technology provided by the Supplier to download or access any unlawful or obscene material;
Cause unreasonable disturbance to our other guests or any member of the Supplier’s staff;
Make excessive noise particularly after 10pm especially from TV’s and other electronic devices;
Fail to return your room keys/fobs/cards at the end of your stay as, in the interests of security, the Supplier may have to replace the corresponding locks.
Damage, theft and costs
Grandeur Property reserves the right, on behalf of the Supplier, to charge to the credit/debit card used for payment or any other card used to provide security in respect of:
The cost of replacing or repairing any property of the Supplier including furniture, upholstery, fittings, appliances or other fixtures and items which are damaged during your stay;
The cost of replacing any items of property which are stolen from the accommodation during your stay
Any breach of the Supplier’s non-smoking policy. A standard charge of £150 will be charged to your card where the Supplier finds evidence of smoking within the accommodation to cover cleaning costs but the Supplier reserves the right to charge additional amounts to cover any damage caused by smoking.
Such costs may be charged on check-out but Grandeur Property reserves the right, on the behalf of the Supplier, to apply such charges to your card at a later date where necessary.
Where we or the Supplier are unable for any reason to apply such a charge against your credit/debit card then an invoice will be sent to you and which you agree to pay within 14 days of receipt.
Grandeur Property or the Supplier will provide a receipt including a break-down of costs for all additional charges made to your credit or debit card.
Privacy, Data Protection and Credit/Debit Card Security
Grandeur Property processes information about you that you provide when making a reservation in accordance with our privacy policy. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.
You should note that Suppliers are required by law to maintain a register of all guests’ names and nationality (to be taken on arrival) and to keep such details on file for at least 12 months from the date of arrival. In addition, for guests who are not of British, Irish or Commonwealth nationalities Suppliers are required to take details of your passport or other travel documentation and the address of your next destination.
For full details on how we collect, use and store personal data including the use of cookies please see our full privacy policy.
We use a secure third party service to process card payments (www.stripe.com/gb). This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the third party provider here: www.stripe.com/gb/privacy.
Enquiries
Grandeur Property will seek to respond to or resolve any reasonable enquiry you may direct to it in relation to your booking, however Grandeur Property shall not be liable for any delay in or failure to respond to or resolve an enquiry raised directly with itself. If in doubt you should contact the Supplier directly using the details provided in the booking confirmation.
Complaints
Grandeur Property and the Supplier want to ensure that you have an enjoyable stay.
If you have a problem during your stay please talk to any member of the Supplier’s staff who will be able to help you.
If the Supplier is unable to informally resolve any complaint you have at the time of your stay then you may submit a formal complaint in accordance with this procedure. Formal complaints should be submitted in writing to the Supplier email or postal address provided in the reservation information and booking confirmation. Please provide as much information as possible in order that the Supplier may properly investigate your complaint.
If you wish to make a complaint about Grandeur Property ’s services (i.e. in relation to the booking process only) then this should be submitted to the email or postal address below:
Your complaint will be dealt with by an appointed member of the Grandeur Property management team. Grandeur Property aims to respond to formal complaints within 2 working days but if this will not possible Grandeur Property will notify you of this and of when it expects to respond. Grandeur Property will set out the outcome to your complaint in writing. Email address: hello@grandeurproperty.co.uk Postal address: Flat 2, 24-30 Chalice Close, Poole, Dorset, BH14 0JS
Grandeur Property reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith.
Lost Property Handling
Storage of Lost Items: Any lost property or personal belongings left at a property after the guest's departure will be collected and placed into storage by Grandeur Property Management Limited.
Storage Duration: The stored items will be retained for a period of up to 30 days. During this time, guests may contact Grandeur Property Management Limited to claim their lost items.
Unclaimed Items: If items are not claimed within the 30-day period, Grandeur Property Management Limited reserves the right to dispose of them.
Disposal Costs: The cost incurred in the disposal of unclaimed items may be borne initially by Grandeur Property Management Limited. However, this cost may subsequently be passed onto the guest.
Notification of Guests: Guests will be informed of any items found in their accommodation post-departure. It is the guest's responsibility to contact Grandeur Property Management Limited within the specified 30-day period if they wish to reclaim their belongings.
Return of Items: Should the guest wish to have their items returned, they will be responsible for all associated costs, including but not limited to postal, packaging, and insurance costs.
Liability: Grandeur Property Management Limited is not responsible for any loss, damage, or theft of personal belongings during the guest's stay. Guests are advised to ensure all personal belongings are collected before departure.
Exceptions: Perishable items, illegal substances, or dangerous goods will be disposed of immediately upon discovery and cannot be stored or returned.
Limitation of Liability
As an agent Grandeur Property holds no liability to you in relation to your booking or stay at and use of the accommodation. Such liability lies with the Supplier in accordance with the following terms of this clause.
Grandeur Property endeavours to ensure that all information provided prior to, during and after your booking has been made is accurate but shall not be responsible for any incorrect or missing information regarding the accommodation or booking.
The liability of the Supplier to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor’s Act 1956 applies, in which case the Supplier’s liability will be limited to the maximum prescribed under that Act) except where such loss is caused by the Supplier’s negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you.
The Supplier shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profitt, data, management time, reputation or goodwill.
The Supplier shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:
Strike, lockout or other labour dispute affecting the employees of the Supplier;
Acts of God;
Natural disasters;
Acts of war or terrorism;
Act or omission of government, highway authorities or telecommunications carrier, operator or administrator;
Delay in manufacture, production or supply by third parties of equipment or services required for the performance of the Services or production and supply of the Goods;
Nothing in this clause or these terms shall limit either the Supplier or Grandeur Property ’s liability for death or personal injury or in respect of fraudulent misrepresentation.
Severability
If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
Waiver
The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.
Entire Agreement
These terms and conditions constitutes the entire agreement of the parties and supersedes all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.
Third party rights
The Supplier shall be entitled to enforce its rights under this Agreement against you or any person staying at or using the accommodation.
Otherwise, nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise.
Jurisdiction
This Agreement shall be construed in accordance with English Law and the Courts of England and Wales shall have exclusive jurisdiction in so far as any matter arising from this Agreement is required to be referred to a court of law.