Terms and Conditions
These terms and conditions are applicable to all contracts, bookings, accommodation agreements between Gold Brothers (Scotland) Ltd. (trading as and hereinafter referred to as StayEdinburghCity.co.uk) and other parties. Guests are invited to read these provisions and note their responsibilities, arrangements for payments, cancellation terms and limitations on the liability of StayEdinburghCity.co.uk.
Accepted forms of payment
StayEdinburghCity.co.uk accepts all major credit and debit cards. All bookings are provisional until the agreed deposit or full payment has been received. If the card and cardholder will not be present, or if the cardholder has made the reservation on behalf of someone else, we will require:
- Signed written authorisation from the cardholder to charge the card for the reservation stating the Guest name(s);
- Full address of where the card is registered;
- Copy of the front and back of the card;
- Copy of the cardholder’s ID if the back of the card does NOT have the card holder’s signature.
Personal cheques and bank transfers are not accepted.
In order to confirm your reservation StayEdinburghCity.co.uk requires a deposit between 30% - 90% of the total value of the booking, the balance of which is due before or on arrival. Reservations are not confirmed until you receive from StayEdinburghCity.com the 2nd email confirming the receipt of the deposit. StayEdinburghCity.co.uk accepts no liability for people who arrive at the apartment accommodation before receipt of this confirmation email. StayEdinburghCity.co.uk also reserves the right without prior notice to cancel the booking if StayEdinburghCity.co.uk has reasonable commercial or operational reasons for so doing (including, but not limited to, the carrying out of works on the relevant room or such room being otherwise unavailable). In such circumstances only booking fees are reimbursable. Costs incurred for board and lodging and any other expenses are not reimbursable.
Rescission by the Party – cancellation and alterations fees
The party may rescind a contract/accommodation agreement by means of a unilateral declaration in writing (either by email or fax) by 2 months before the agreed date of arrival of the Guest(s) without being liable to pay a cancellation fee. Outside this period the Party may only rescind the contract/accommodation agreement by means of a unilateral declaration subject to the following cancellation fees, which will be applied in addition to the total value of the reservation:
- 60 + days = no fees
- 60 days - 30 days = 30% cancellation fee
- 30 days – no show = 100% cancellation fee
All booking alterations incur a fixed amendment fee of £15 per amendment.
Start and end of accommodation
Unless StayEdinburghCity.co.uk offers any other time of occupancy, the Guest(s) shall be entitled to move into the rented rooms from 3.00 p.m. on the agreed date (date of arrival). If a room is occupied for the first time before 6.00 a.m., the preceding night shall be deemed the first night of accommodation. The rented rooms shall be vacated by the Guest(s) by 10.00 a.m. on the date of departure unless agreed by StayEdinburghCity.co.uk otherwise. StayEdinburghCity.co.uk shall be entitled to charge £20/hour if the rented rooms are not vacated in time. Late check-outs can be arranged. This is however subject to availability; please contact the Reception to enquire. The Reception opens at 09.00 a.m. In case the Guest(s) is/are checking out before 09.00 a.m., the Guest should lock the apartment and post any sets of keys in possession through the letter box or leave the keys on the coffee table in the rented apartment.
Any stay extensions will require a new reservation for the additional date(s). Any new reservations, subject to availability, may involve a rate change.
Only persons notified to us prior to arrival may occupy the apartment. The number of persons permitted to occupy the apartment is limited to the number of beds available in the property and this limit may not be exceeded.
In the public areas of StayEdinburghCity.co.uk and some staff areas CCTV is in operation and video recordings may be made. This activity is carried out for security and service reasons for the better management of StayEdinburgity.co.uk and security for all its Guests and staff.
No smoking policy
StayEdinburghCity.co.uk operates a no smoking policy throughout all public areas along with all properties. This policy enables us not only to meet legal requirements, but also to create a comfortable environment for all guests to enjoy. Should we believe that Guests have been smoking in bedrooms or any other part of the apartment, a smoking fine of £100 will be charged for deep cleaning. Should the offence be repeated the Guests will be evicted from the premises without refund.
Room service, towel and linen change
We provide fresh bed linen and towels on day of arrival. Guests who book our apartments for more than 7 nights will receive complimentary linen and towel change once a week. Daily room service can be arranged with the Reception at an extra cost of up to £45 per service depending on the size of flat.
All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests should be made prior to your arrival, giving reasonable advance notice.
Pets may be allowed in the apartments subject to availability. Please contact StayEdinburghCity.co.uk in advance in order to make necessary arrangements. Guests, however, must not leave their pets in the property for more than 12 hours at a time and not to leave food or water for their pets outside of the rented property. The pets must be also vaccinated and (if necessary) be treated for fleas and worms. Guests may be required to provide evidence of this from their veterinary surgeon. Infringement of this rule will result in immediate eviction.
Noise and disturbances will not be tolerated and StayEdinburghCity.co.uk reserves the right to judge acceptable levels of noise or behaviour of Guests. Guests will be given one warning and then excluded or ejected without any entitlement to a refund or compensation. StayEdinburghCity.co.uk reserves also a right to charge Guests who have caused disturbance to other guests a penalty fee of up to £750.
Damage and theft
The Guest shall be responsible to StayEdinburghCity.co.uk for any damage caused to the allocated properties or the furnishings, utensils and equipment therein or to StayEdinburgCity.co.uk generally by any act, default or neglect of the Guest or guest of the Guest and shall pay to StayEdinburghCity.co.uk on demand the amount required to make good or remedy any such damage. Any damage must also be reported without delay. Similar rule applies to any theft related to StayEdinburghCity.co.uk installations and equipment placed at the Guests disposal. StayEdinburghCity.co.uk reserves the right to request a pre-authorization of the Guest’s credit or debit card for up £750 per apartment (£100/1 bedroom apartment; £200/2 bedroom apartment; £300/3 bedroom apartment; £500/4 bedroom and 3 bathroom apartment; £750/4 bedroom and 4 bathroom apartment) as security deposit against any excessive damage, noise or other incidentals.
Lost keys and property
You will be held responsible for keys to the apartment. StayEdinburghCity.co.uk reserves the right to charge Guests £50 per set of keys if lost or damaged. Any lost or forgotten property will be held for 14 days and if it is not claimed by the Guest or another authorised party it will be donated to a local charity.
If you or any member of your Party has a medical problem or disability which may affect your stay, please inform us in advance so that we can make provision for particular needs of the person(s) concerned, or advise you if we are unable to make such provision. If details are not provided to us at the time of booking, StayEdinburghCity.co.uk reserves the right to cancel the booking should it be unable to make appropriate provision for a specific need or needs.
Health & Safety
The Guests must fully comply (and ensure the full compliance of its guests or representatives) with StayEdinburghCity.co.uk’s Health & Safety policy, a copy of which is available on request from the Reception.
Force majeure and assimilated events
StayEdinburghCity.co.uk may not be held liable for any damage caused by delay or default due to a case of force majeure or any other event beyond its control and preventing or hindering the performance of the obligations incumbent upon it further to the Contract/Accommodation Agreement and, more specifically, without limitation, in the event of any decisions taken by the State or the judicial authorities, embargos, strikes, labour disputes, lock-outs, accidents, fires, late delivery or default of any carriers, floods, brownouts, electrical power cuts or gas failures or any heating systems failure. In the event that StayEdinburghCity.co.uk’s performance of its obligations is hindered by any such cases of force majeure or assimilated events, StayEdinburghCity.co.uk shall inform the Guest to this effect without delay and the latter shall not be entitled to claim any compensation whatsoever on such grounds.
If you have received great service please let the duty manager know and feel free to tip any of the staff.
We want to ensure you have the best possible experience every time. Like you, we’re unhappy should our services not live up to your expectations. While we hope you will not have reason to complain, we would rather deal with any grievance, than have you leave the apartment unhappy. We will answer most complaints at the first point of contact. If we need to pass your complaint to another member of our staff, we will tell you who it is and, if required, when they will get back to you. In this way most difficulties can be resolved at an early stage by talking. The first point of contact should be the Reception Team or Duty Manager. If you are unable to raise your complaint informally, or feel the issue was not resolved to your satisfaction, please write to us outlining your complaint in detail. Our General Manager will personally investigate the matter again. StayEdinburghCity.co.uk will normally provide you with a response within 10 working days of receipt. This time limit will give us chance to investigate each and every complaint in necessary detail and ensure we do not get any repeats.
Data protection policy
StayEdinburghCity.co.uk collects and uses personal data only to perform the contracts and services requested and does it as per the principles and provisions stipulated in the Data Protection Policy, a copy of which is available on request from the Reception.
All Contracts/Accommodation Agreements of any kind made by StayEdinburghCity.co.uk and other parties and these General Terms and Conditions are governed by Scots law.