Terms and Conditions
These terms and conditions outline the rules and regulations for booking with Pillo Rooms.
By accessing this website we assume you accept these terms and conditions. Do not continue to book with Pillo Rooms if you do not agree to take all of the terms and conditions stated on this page.
The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and all Agreements: “Client”, “You” and “Your” refers to you, the person log on this website and compliant to the Company's terms and conditions. “The Company”, “Ourselves”, “We”, “Our” and “Us”, refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner for the express purpose of meeting the Client's needs in respect of provision of the Company's stated services, in accordance with and subject to, the law. Any use of the above terminology or other words in the singular, plural, capitalization and/or he/she or they, are taken as interchangeable and therefore as referring to the same.
Unless otherwise stated, booking.pillorooms.com and/or its licensors own the intellectual property rights for all material on booking.pillorooms.com.
All intellectual property rights are reserved. You may access this from booking.pillorooms.com for your own personal use subjected to restrictions set in these terms and conditions.
You must not:
• Republish material from booking.pillorooms.com
• Sell, rent or sub-license material from booking.pillorooms.com
• Reproduce, duplicate or copy material from booking.pillorooms.com
• Redistribute content from booking.pillorooms.com
This Agreement shall begin on the date hereof.
These terms are applicable to all reservations, bookings and agreements for accommodation of any kind made by (“the Customer “) and Pillo Rooms or any of its subsidiary companies or associated companies which may be referred to individually or collectively as “the Operator” or “Pillorooms.com” or “PilloRooms” in these terms and conditions and booked through any website operated by Pillo Rooms or any of its subsidiary companies or associated companies including but not limited to pillorooms.com, booking.com and airbnb.com.
Once a booking has been accepted by the Operator, a contract exists between the Customer and the Operator and making a booking by the Customer indicates acceptance of these Terms and Conditions by the Customer.
Amendments to Terms & Conditions
These Terms and Conditions may be subject to change at any time and without notice. Prior to your check-in, please consult the website for the most up-to-date amendments.
Website Use and General Terms & Conditions
Use of this website is subject to the terms and conditions outlined below. By using this website, the Customer agrees to be legally bound by these terms and conditions.
This website is created and maintained in the United Kingdom. Care has been taken to ensure the information provided in this website is accurate and complies with relevant laws & regulations.
Links that feature on the websites include links to other sites which we believe may be of interest to you. By providing these links we are not endorsing or recommending such sites, or the services or material provided by them. We therefore accept no responsibility for the content of these sites. All rates quoted are subject to availability and alteration.
All discounted rates quoted are limited offers and subject to availability and may be subject to a minimum night stay.
While every effort has been made to ensure the accuracy of all information, The Operator does not accept liability for any errors or omissions and reserves the right to change information and descriptions of listed accommodation and products.
The website is intended to assist the consumer in determining the availability and booking of accommodation. Apart from printing information in connection with your travel, you are not entitled to reproduce, replicate, sell, resell or otherwise exploit the website listed above unless we provide you with prior written permission to do so.
Use of the websites are restricted to people over the age of 18, who can enter into binding contracts.
Online Bookings and 3rd Party Websites
Please note that different terms, conditions & cancellation policies may exist in relation to online bookings made via Booking Agents and affiliate websites depending on the city, accommodation or rate type selected.
Please read carefully the property rate details that are provided before you make your online booking.
Payment Arrangements and Credit Card Payment Processes
Guests will be asked for full payment of the balance prior to arrival using their credit or debit card. The full reservation amount is usually charged upon booking unless otherwise agreed.
Customers availing of our discounted “Non-refundable” rates avail of our best discounted prices at the time of booking. Prepayment in full is required at the time of booking and all payments are non-refundable.
Pillo Rooms accept all major credit cards and debit cards.
Pillo Rooms do not accept cheques unless previously agreed with Management.
Pillo Rooms reserves the right to cancel reservations associated with Invalid or declined credit cards.
Credit and debit card transactions will be charged at the local currency rate, Pillo Rooms does not accept responsibility for additional costs that may be incurred.
Cancellations and No Shows
Cancellation of a reservation will be effective only from the time of receipt.
Cancellations must be made by e-mail or through the booking channel. Confirmation of cancellation will then be sent to you. If you do not receive confirmation, then your cancellation may not have been received. It is the Customer’s responsibility to ensure proper receipt of their cancellation.
If you cancel within 48 hours of your booking, and your check in date is over 14 days away, a full refund will be issued.
Any cancellations made between 48 hours of booking and 7 days before check in, will be refunded at 50%.
For cancellations within 7 days of check in, no refund is made.
We strongly recommend that all Customers obtain appropriate travel and personal insurance cover.
Cancellations are subject to the following;
1. Deposits paid (Non-refundable rate) are non-refundable.
2. If a customer fails to arrive or tries to cancel within 7 days of their due arrival time – they are treated as a “No Show” and the full amount will be charged and is non-refundable.
For bookings made via pillorooms.com or any third party the No Show charge will be applied to those that cancel within 7 days of the arrival date or fail to arrive.
3. Cancellations are not permitted on “Non-refundable” rates, as the full cost including any extra services are charged at the time of reservation. If you cancel for any reason or attempt to modify the reservation or do not arrive on your specified check in date, your payment is non-refundable.
4. The Customer agrees that the above cancellation charges are a fair and genuine estimate of the loss that the Operator would incur on the cancellation of a booking.
Reservations made via Other Channels
Bookings made through other sources including online travel agents, tour operators or other websites may be subject to different policies. Please refer to your confirmation for details.
Accommodation Amendments by Pillo Rooms
Whilst all reasonable efforts have been taken by Pillo Rooms to ensure that bookings made under this Agreement are able to proceed, we reserve the right to relocate any booking to accommodation of similar size and standard in the locality.
The Customer acknowledges that Pillo Rooms accept no liability for any loss or damage suffered by or caused to the Customer as a consequence of the relocation.
In exceptional circumstances the Operator may find it necessary to cancel your booking. If this occurs the Operator will refund any sum the Customer has paid which shall constitute a full and final settlement of any liability the Operator may have to the Customer as a result of such cancellation.
The Operator will not be liable for any delay, loss, damage or expenses incurred if your booking needs to be altered or cancelled, if it is unable to perform its contractual obligations as a result of events beyond its reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.
Alterations to booking requested by Customer
If a Customer wishes to alter their booking (e.g. change the dates of stay or the accommodation requested), the operator cannot guarantee that it will be able to do so and it accepts no liability for any loss, damage or additional expense that may be incurred in these circumstances.
While amendments are not permitted with Non-refundable Rates, they are possible with Standard bookings depending on availability, if requested at least 14 days prior to arrival. Additional costs may be incurred if the cost of accommodation on the new nights varies from the previous booking. All amendment requests must be received in writing.
Identification, Security Deposits for Damage, Extras and Cleaning – Pre-Authorisation of Cards
The lead guest for all bookings must be over the age of 18 and present at the reservation.
Properties sleep only the maximum number of guests listed on the description. Extra guests will not be permitted unless consent has been given by the Operator.
Prior to check-in, all guest names and ages will be taken and confirmed.
As a security measure customers who have booked through pillorooms.com or 3rd party agents and prepaid in full will be required to complete our online check-in form via 3rd party application Enso Connect. The lead guest will be required to upload a valid ID, details regarding the purpose of the trip, an age range for the guests staying and an estimated time of arrival.
The Operator reserves the right to hold a Security Deposit or charge a Damage Waiver prior to check-in.
The customer has a choice between a £99 holding deposit or a £30 non-refundable damage waiver. The customer will be required to enter their credit card details via the online check-in form powered by 3rd party application Enso Connect.
The damage waiver only covers small damages and wear and tear.
Where damage or disruption occurs the Operator reserves the right to withhold some or all of the security deposit of the lead guest.
The payment will be used to cover incidental items including, but not limited to, breakages, damage to property, additional cleaning costs due to the property being left in an unacceptable state, excessive electricity usage, lost keys, unauthorised late check-outs, removal of items from the property, theft of items and breaches to the house rules and regulations such as smoking in the property or causing disturbance of other guests’ enjoyment of the property. Security Deposits may also be used by Management in the event of unauthorised extra guests using the property and facilities. The cost to the Operator will be retained from the Security Deposit, and only the balance returned to the Customer.
If this cost exceeds the value of the Security Deposit or damage waiver, the Customer agrees to indemnify the Operator for the damage, additional cleaning costs or other charges and agrees to pay all costs of recovery including all legal costs, and other expenses.
The Customer hereby gives consent to the Operator to apply to the Customer’s payment card all reasonable charges incurred which may not be covered by the Security Deposit or damage waiver.
Check-in and Check-out Requirements – Return of Property Keys
Customers must comply with the Operator’s rules for checking-in and checking-out. Unless otherwise agreed in advance, properties will usually be made available from 3:00pm on the day of arrival.
There is a charge for early arrivals prior to 1:00pm. The current rate is £30 and is subject to availability and must be confirmed with the Guest Communications Team prior to arrival.
To guarantee early arrival it is necessary to confirm the time no later than 7pm the night before. In the event of a no show in such circumstances charges will apply.
Unless otherwise agreed in advance, all properties must be vacated and all keys returned by 10:00 am on the day of departure. By prior arrangement late check outs can be arranged for the date of departure. A late check-out surcharge of £30 will apply for a check-out extension to 12:00pm.
Where the Customer fails to checkout by 10:00pm on the date of departure without prior approval, we will charge a fee of £40 for unplanned late checkout should the customer not vacate the property after 15 minutes of being notified. After this grace period of 15 minutes, £10 will be charged per 15 minutes overstayed in addition to the unplanned late checkout fee.
Should the customer not leave by 12:00pm on the date of departure and there be a check-in scheduled at the property, Pillo Rooms reserves the right to enter the property and begin removing the customer’s belongings in order to ensure the property is ready for the incoming customer. Pillo Rooms will not take responsibility for any damage to items or should items go missing during the removal process.
Should keys, fobs or access cards be lost or stolen, the Customer will be liable for the full cost of an emergency locksmith plus any replacement fobs required for operating entrance doors / car park gates, etc. In the case of the above Pillo Rooms reserve the right to remove a guest’s belongings from the property and accept no liability for the loss or damage of these items.
A fee of £250 will be charged for keys or fobs not returned within 24 hours of the departure date and it is agreed by the Customer that the Operator at its discretion may apply this charge to the Customers debit/credit card or deduct it from the Security Deposit.
Facilities/Services Included in the Price
All properties come fully furnished and include a kitchen equipped with appliances, cutlery, crockery, and kitchen utensils. Food or drinks are not provided as part of the product offering.
Only basic toiletries are supplied to the property and guests are reminded to bring their own.
No items may be removed from the property.
All prices quoted are inclusive of bed linen & towels, cable TV and Internet.
Each property is allocated an electricity allowance and excessive use of electricity will result in a surcharge being applied to your bill. Please ensure that all appliances, lighting, heating, hot water etc are turned off unless required.
The price quoted includes a property cleaning service. This is not a typical Hotel cleaning service where the properties are cleaned daily.
Rights to Enter
Pillo Rooms reserves the right as owner of the property to enter the property during a reservation in the following instances.
- Maintenance of the property
- Inventory checks/restocks
- Reports of damage to the property
- Reports that the house rules have been broken
- Reports of a disturbance at the property
Liability For Damage To or Loss of Customer’s Property
Unless negligence by the Operator is established by an independent body or a Court of law, the Operator will not be held liable for injury to person, loss of, or damage to any property of any Customer or person staying at or visiting the properties and or its general facilities and area.
The Operator does not provide insurance for personal effects. Vehicles parked in the Operator’s car-parks are done so at the risk of the Customer.
Personal belongings kept in property safes where provided, are done so at the Customers risk and the Operator does not take responsibility for any loss or theft.
We strongly recommend that guests make their own arrangements for travel & motor insurances to cover any such losses.
Liability For Damage To or Loss of Property
The Customer is responsible for taking reasonable care of the property and its contents while staying with Pillo Rooms.
The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of your stay, or charges may be applied.
Customers are reminded to lock the property and close all doors and windows when leaving the property.
Except in the case of normal wear and tear you are responsible for any damage to the property or its contents during your stay which has occurred due to the negligence, wilful default or irresponsible behavior on the part of yourself or those occupying the property or their guests. Any damage must be reported to Management without delay.
Use of Pillo Rooms Property and Quiet Enjoyment for All Guests.
The use of any Pillo Rooms Property for the purpose of conducting business of any kind, without the consent of Pillo Rooms Management, is expressly forbidden. A fine of £500 per night will be charged should Pillo Rooms discover such activity.
The Customer shall do nothing in the accommodation which is a breach of the law.
The Customer shall not at any stage cause a nuisance of any kind or behave in an anti-social manner to fellow guests or staff members.
Pillo Rooms grants the use of its property solely for appropriate, legal, personal use.
Pillo Rooms expressly forbids entry to its property to any persons other than those listed under the relevant booking.
Pillo Rooms and the Customer agree that no tenancy rights accrue as a result of the usage of property.
The customer shall not sublet the property. Should Pillo Rooms discover such activity, a £500 fine will be levied per night of the booking. The lead guest must check into and stay at the property unless prior agreed with management.
Pillo Rooms reserve the right to refuse a Customer entry and accommodation if, on arrival Management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
Pillo Rooms operates a strict No-Party policy. The maximum number of people per property should not be exceeded and noise levels must not cause a disturbance to other guests. Additional charges starting at £250 will be levied on a Customer’s account if there is evidence of a party having taken place. Should Pillo Rooms be required to compensate other customers for house rules being broken, the compensation amount will be added to the total additional charges levied.
The maximum property occupancy is set out on your booking confirmation.
Guests shall comply with all reasonable rules and procedures in effect at the property, including but not limited to health and safety and security procedures and requirements as to registration.
If during the course of a stay, the Operator receives serious complaints about the Customer or the Customer is behaving in a manner detrimental to the enjoyment of other customers or their guests, or the Customer is in breach of the Terms and Conditions, the Operator reserves the right to terminate the Customers stay without notice and without any obligation to refund any monies.
No Smoking Policy and Candles Policy
All Pillo Rooms properties are by law non-smoking properties. A charge of £250 per night will be applied in the event smoking has occurred in the property.
Use of candles or any naked flames in the properties are strictly prohibited.
Evidence of drug use will be reported to the local authority. A charge of £300 per night will be applied in the event drug usage has occurred in the property, this includes the use of helium canisters.
The customer will be charged from £100 for additional cleaning required following their stay. The cleaning teams are trained to document and report excessive mess. A cleaning invoice will be given detailing a breakdown of the extra cleaning required to return the property to a guest ready state.
Where a property has been severely abused and items require intensive repair and cleaning, not only will the customer be liable for the damages and additional cleaning, but they will also be liable for the repercussions from future bookings that will have to be compensated, cancelled or relocated to allow sufficient time to rectify the property and return it into a guest ready state.
Access to the properties by Management
The Management and its authorised personnel may at any time access the property for the purpose of inspection of the property, and to carry out repair or maintenance work.
Pillo Rooms warrants to use all reasonable efforts to ensure that the Customer’ chosen accommodation is properly arranged and is of a good standard.
If not happy the Customer should immediately notify the Operator of any complaint. If the Operator is found to be in breach of this warranty and cannot rectify the problem, the Operator will at its option either provide you with a replacement property (if reasonably practicable) or a partial refund of the price paid. Should the Customer leave the property without giving the Operator sufficient opportunity to resolve the issues in the complaint, the Customer may be at risk of not receiving any refund.
Under no circumstances shall the Operator’s liability to the Customer exceed the amount paid to it for the rental period.
Guests under the age of 18 years must be supervised by at least one adult per property. The lead guest will be responsible for the conduct of the remaining guests and will be required to provide a security deposit for the group.
Children under the age of 2 are free and do not count as occupants. This is however dependent on suitable property availability and all local fire regulations.
All children over the age of two are regarded as adults when determining occupants of a property.
The Operator reserves the right to charge for the provision of children’s equipment including cots and high chairs.
Children under the age of 14 must be supervised by an adult at all times.
No pets, of any kind, are allowed in the properties with the exception of service dogs.
These terms and conditions shall be interpreted under UK law except as otherwise provided by convention or applicable law and shall be subject to the jurisdiction of the UK Courts.
These terms and conditions are applicable unless they are inconsistent with the applicable law in which event the applicable law shall prevail. If any of the provisions of the terms and conditions are invalid under any applicable law, then the other provisions shall nevertheless remain valid to the extent that the remaining provisions are capable of standing without the provision or provisions ruled invalid.
Sale of Third-Party Products and Services
The third-party suppliers providing products or services available on this website and from our aparthotels are independent contractors and not agents or employees of the Pillo Rooms/Pillo Rooms group of companies. The Pillo Rooms Group of companies is not liable for the acts, negligence or misconduct of any such supplier or for any personal injuries, death, property damage or other damages or expenses resulting therefrom or otherwise arising from your booking of a product or service or your use of a product or service.
Parts of this website offer an opportunity for users to post and exchange opinions and information in certain areas of the website. booking.pillorooms.com does not filter, edit, publish or review Comments prior to their presence on the website. Comments do not reflect the views and opinions of booking.pillorooms.com,its agents and/or affiliates. Comments reflect the views and opinions of the person who posts their views and opinions. To the extent permitted by applicable laws, booking.pillorooms.com shall not be liable for the Comments or for any liability, damages or expenses caused and/or suffered as a result of any use of and/or posting of and/or appearance of the Comments on this website.
booking.pillorooms.com reserves the right to monitor all Comments and to remove any Comments which can be considered inappropriate, offensive or causes breach of these Terms and Conditions.
You warrant and represent that:
You are entitled to post the Comments on our website and have all necessary licences and consents to do so;
The Comments do not invade any intellectual property right, including without limitation copyright, patent or trademark of any third party;
The Comments do not contain any defamatory, libellous, offensive, indecent or otherwise unlawful material which is an invasion of privacy
The Comments will not be used to solicit or promote business or custom or present commercial activities or unlawful activity.
You hereby grant booking.pillorooms.com a non-exclusive licence to use, reproduce, edit and authorise others to use, reproduce and edit any of your Comments in any and all forms, formats or media.
Hyperlinking to our Content
The following organisations may link to our Website without prior written approval:
Online directory distributors may link to our Website in the same manner as they hyperlink to the Websites of other listed businesses; and
System wide Accredited Businesses except soliciting non-profit organisations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Website.
These organisations may link to our home page, to publications or to other Website information so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products and/or services; and (c) fits within the context of the linking party's site.
We may consider and approve other link requests from the following types of organisations:
commonly-known consumer and/or business information sources;
dot.com community sites;
associations or other groups representing charities;
online directory distributors;
accounting, law and consulting firms; and educational institutions and trade associations.
We will approve link requests from these organisations if we decide that: (a) the link would not make us look unfavourably to ourselves or to our accredited businesses; (b) the organisation does not have any negative records with us; (c) the benefit to us from the visibility of the hyperlink compensates the absence of booking.pillorooms.com; and (d) the link is in the context of general resource information.
These organisations may link to our home page so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and (c) fits within the context of the linking party's site.
If you are one of the organisations listed in paragraph 2 above and are interested in linking to our website, you must inform us by sending an email to booking.pillorooms.com. Please include your name, your organisation name, contact information as well as the URL of your site, a list of any URLs from which you intend to link to our Website, and a list of the URLs on our site to which you would like to link. Wait 2-3 weeks for a response.
Approved organisations may hyperlink to our Website as follows:
By use of our corporate name; or
By use of the uniform resource locator being linked to; or
By use of any other description of our Website being linked to that makes sense within the context and format of content on the linking party's site.
No use of booking.pillorooms.com's logo or other artwork will be allowed for linking absent a trademark licence agreement.
Without prior approval and written permission, you may not create frames around our Web Pages that alter in any way the visual presentation or appearance of our Website.
Reservation of Rights
We reserve the right to request that you remove all links or any particular link to our Website. You approve to immediately remove all links to our Website upon request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.
Removal of links from our website
If you find any link on our Website that is offensive for any reason, you are free to contact and inform us any moment. We will consider requests to remove links but we are not obligated to or so or to respond to you directly.
We do not ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we promise to ensure that the website remains available or that the material on the website is kept up to date.
To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website. Nothing in this disclaimer will:
limit or exclude our or your liability for death or personal injury;
limit or exclude our or your liability for fraud or fraudulent misrepresentation;
limit any of our or your liabilities in any way that is not permitted under applicable law; or
exclude any of our or your liabilities that may not be excluded under applicable law.
The limitations and prohibitions of liability set in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer, including liabilities arising in contract, in tort and for breach of statutory duty.
As long as the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.
The following Terms & Conditions are supplementary to the Pillo Rooms General Terms & Conditions and are applicable for all stays over 30 days:
-Subletting is strictly prohibited under any circumstances. Should there be any evidence of such activities, Pillo Rooms reserves the right to cancel the customer’s booking with immediate effect with no refund applicable.
-Pillo Rooms will perform monthly cleans and maintenance checks to maintain the general upkeep of the property. This will fall on or around a month after the customer’s check-in date. Where possible, we will ensure the cleaning and maintenance checks are completed on the same day. The guest will be given up to 24 hours notice prior.
- The security deposit will be determined depending on the length of the customer’s stay. This will be communicated by the customer success team prior to the customer’s check-in.