Terms & Conditions
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 apartment rate details that are provided before you make your online booking.
Payment Arrangements and Credit Card Payment Processes
Except in the case of Guests that avail of “Non-refundable” rates, Guests will be asked for full payment of the balance prior to arrival using their credit or debit card and verification with the latest “Chip and Pin” technology at the property to take a £99 Refundable Security Deposit that may be held if there as any breach that are set out herein.
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. Guests are required to provide the credit or debit card used at the time of booking upon arrival. Please ensure you have this available, otherwise check-in will be declined.
As a security measure customers and customers who have booked through pillorooms.com or 3rd party agents and prepaid in full will be required to pay a £99 Security deposit on check in using the credit or debit card used to make the booking and produce a valid ID on arrival.
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 14 days 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.
5. 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
Photographic identification will be required on check in. Where a booking has been made through PilloRooms or any third party guests are required to provide the credit or debit card used at the time of booking upon arrival.
Apartments sleep only the maximum number of guests listed on the description. Extra guests will not be permitted. Prior to check-in, all guest names will be taken and confirmed.
The Operator reserves the right to charge a Security Deposit upon check-in.
Please be advised that only ONE payment can be made in respect of the apartment security deposit, which will be the responsibility of the lead guest. Security deposits are payable via credit or debit card payments. Individual per person payments are not permitted and the lead guest will be responsible for the conduct of the occupants. 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 apartment being left in an unacceptable state, excessive electricity usage, and breaches to regulations such as smoking in the apartments 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 apartment and facilities.
Security Deposits charged to a debit or credit card will be refunded as per the issuing bank’s policy. Typically this may take between 3-15 working days, however some banks do take longer.
If disturbance to other guests has occurred or any damage to the property, 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, 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.
Check-in and Check-out Requirements – Return of Apartment Keys
Customers must comply with the Operator’s rules for checking-in and checking-out. Unless otherwise agreed in advance, apartments will usually be made available from 2:00pm on the day of arrival.
There is a charge for early arrivals prior to 2:00pm. The current rate is £30 and is subject to availability and must be confirmed with 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 apartments must be vacated and all keys returned by 10:00am 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 £10 per hour will apply depending on the time of departure. An additional night’s accommodation will apply to all check-outs after 2:00pm.
Should keys, fobs or access cards be lost or stolen or where the Customer fails to checkout by 2:00pm on the date of departure without prior approval, 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 apartment 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 apartments 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 apartment and guests are reminded to bring their own.
No items may be removed from the apartment.
All prices quoted are inclusive of bed linen & towels, cable TV and Internet.
Each apartment 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 an apartment cleaning service. This is not a typical Hotel cleaning service where the apartments are cleaned daily.
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 apartments 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 apartment 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 apartment and its contents while staying with Pillo Rooms.
The apartment 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 apartments and close all doors and windows when leaving the apartment.
Except in the case of normal wear and tear you are responsible for any damage to the apartment or its contents during your stay which has occurred due to the negligence, wilful default or irresponsible behaviour on the part of yourself or those occupying the apartment 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.
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 may not re-let/sublet the apartment to any other third party.
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 apartment 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.
The maximum apartment 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 apartments are by law non-smoking properties. A charge of £250 per night will be applied in the event smoking has occurred in the apartment.
Use of candles or any naked flames in the apartments are strictly prohibited.
Access to the Apartments by Management
The Management and its authorised personnel may at any time access the apartment for the purpose of inspection of the apartment, 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. The customer will sign a check in form on arrival to agree to this.
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 apartment (if reasonably practicable) or a partial refund of the price paid.
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 apartment. 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 apartment availability and all local fire regulations.
All children over the age of two are regarded as adults when determining occupants of an apartment.
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 apartments 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 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.