Rental Agreement

By making this booking, you agree to our policies and house rules

Reservations policies

Reservations prepayment

The full amount of the reservation must be paid prior to the check-in. Kindly note that we do not accept cash payments.

Flexible Cancellation Policy

For stays up to 29 nights in length, guests can cancel their reservation without any penalty, when cancelled at least 5 days before their arrival time. This is calculated as 120 hours before the property check-in time.

If cancelled within 5 days (or 120 hours) of the due arrival time, the booking is non-refundable.

For stays of 30 nights or more, we offer a 24-hour free cancellation period from booking. Within these 24 hours, you may cancel and receive a full refund.

If you want to cancel after this 24 hour period, and at least 14 days before agreed check-in, the first 30 nights of your stay are fully payable, and non-refundable. If the reservation is cancelled with less than 14 days notice before check-in, the first 60 booked nights are fully payable, and non-refundable.

During their stay, a guest must provide 30 days notice of cancellation, and this 30 day period is fully payable and non-refundable.

Cancellation Process

In order to cancel your reservation, you will need to contact our Reservations Department through reservations@cityrelay.com.

The refund will be processed on the same card that the reservation was made. Kindly note that refunds can take 5 - 10 working days to appear in your account.

ID/passport check

As standard procedure, each guest will be asked to present a form of governmental identification once the reservation has been created and upon check-in. We reserve the right to cancel if no documents are provided.
Additionally, further information regarding the purpose of the stay may be requested.

Minimum Age

Please note that the reservation will only be accepted if the booker is over 21 years old.
Check-in will be refused to persons under 21 years old unless they are accompanied by an individual that has the legal authority to care for this person and is over 21 years old.

Check-in/Check-out Policies

Check-in is from 4 PM*
Standard check-out time is 11 AM.**

ID/ Passport Check

Guests are required to show governmental identification at the time of booking as well as at the check-in.

Credit Card Pre-authorisation

The credit card or debit card used for the reservation needs to be presented for verification at the time of check-in with the governmental Identification of the cardholder and we reserve the right to charge in case of breach of terms or damages
A damage deposit of GBP 250 is required on arrival. This will be collected by credit card. You should be reimbursed within 14 days of check-out.

Last-minute reservations

Last-minute reservations being made within 24 hours from the arrival date are subject to a change in check-in time. Therefore, check-in will be from 6 PM instead of 4 PM. We apologize in advance for any inconvenience caused. For more details, please contact us using the information on the reservation confirmation received after booking.
Kindly note that a security deposit of £500 will be applied for last-minute reservations that are made within 24 hours from the arrival date.

Additional guests

The property will only accept the number of adults booked as per the booking confirmation. Any additional guests not confirmed on the booking will not be accepted.

Check-in arrangements

In order to organize your check-in and key-collection please contact our Guest Relations team at your earliest convenience. Kindly note that the check-in takes place at a different address than the flat address.
Check-in directly at the property would need to be arranged up until 24 hours before the day of arrival. Please inform the property in advance of your expected arrival time.
You can use the Special Requests box when booking, or contact us directly with the contact details provided in your confirmation. Please note that all Special Requests are subject to availability and additional charges may apply.
Kindly note that early check-in cannot be guaranteed prior to the day of arrival and is subject to availability.
*
Kindly note that late check-out is subject to availability.
Our Teams are here to help all our guests in a polite and professional manner however we do not tolerate any form of abuse towards the staff. Should this rule be broken, we reserve the right to reject any current or future bookings.

House Rules

Noise

Our guests are asked to respect the neighbours and refrain from excessive noise.

Parties

Parties/events are not allowed. We will not accommodate hen, stag, or similar parties.
Our policy is to refuse certain bookings for the purpose of group events or parties, including pre-wedding stag/bachelor and hen/bachelorette parties.

Smoking

Smoking is strictly prohibited on the property.
Kindly note that if smoking is reported, the Guest will be required to leave the property immediately and no refunds will be offered.

Condition of Property

Any losses, damage, or additional cleaning necessary over and above normal servicing, will be deducted from the Security Deposit.
The Guest is responsible for taking all reasonable care of the property and its content. The property and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of the Rental Period. No items can be removed from the property.

Pets

Pets are not allowed.

*Should the above policies & rules not be respected and followed, a penalty fee would thus apply to the guest(s) for any damages caused to the property.

Thank you for your co-operation
City Relay