Booking Terms and Conditions

Crownverge Residences

387 Edgware Road

Cricklewood

London NW2 6LH

United Kingdom

Contact email: enquiries@crownverge.co.uk

3.1 These Terms apply to bookings made directly with us (including via our website or direct email).

3.2 If you book via an online travel agency or other third-party platform (e.g. an OTA), their terms may also apply. In the event of any conflict:

• The OTA's terms will generally govern price, payment and cancellation for that booking;
• These Terms and our House Rules govern your conduct, use of the property, damage, and our rights to terminate a stay.

4.1 By making a booking, you confirm that:

• You are at least 18 years old; and
• You have authority to make the booking on behalf of all guests in your party.

4.2 A booking is only confirmed when:

• You have provided all information we reasonably request; and
• We have issued a booking confirmation (by email or via the booking system).

4.3 We reserve the right to refuse any booking at our discretion.

5.1 The price for your Stay will be the rate shown at the time of booking or as otherwise agreed in writing.

5.2 Prices are usually quoted per room, per night, unless stated otherwise, and may vary by date, length of stay, and demand.

5.3 Unless explicitly stated, prices are inclusive of any applicable VAT or similar sales tax at the prevailing rate. If tax rates change before your stay, we reserve the right to adjust the total price accordingly, as permitted by law.

6.1 Payment terms (for example, full prepayment, part prepayment or pay-on-arrival) will be stated at the time of booking or in your confirmation.

6.2 We may require a valid payment card to guarantee your booking, even where full payment is not taken in advance.

6.3 We may carry out a pre-authorisation on your card prior to arrival to verify the card and/or to secure a deposit against:

• Damage to the room or property;
• Breach of House Rules;
• Additional charges (e.g. extra cleaning, late check-out).

6.4 By providing your card details, you authorise us (and our payment provider) to charge that card for:

• Room charges and fees under your booking;
• Any unpaid balances;
• Damage, loss, extra cleaning or other sums properly due under these Terms, even if discovered after your departure.

6.5 If you fail to pay any amount due, we may cancel your booking and/or refuse access to the property.

7.1 The cancellation and amendment terms applicable to your booking will be:

• Those displayed at the time you make the booking; and/or
• Those stated in your booking confirmation.

7.2 Where no specific policy is shown for a direct booking, the following default policy applies:

• You may cancel free of charge up to 48 hours before 15:00 (local time) on the scheduled check-in date.
• If you cancel later than this, or fail to arrive ("no-show"), we may charge up to 100% of the first night's stay (or more if stated at the time of booking, e.g. for non-refundable rates).

7.3 Certain rates are non-refundable or partially refundable. These will be clearly labelled at the time of booking. For such rates:

• If you cancel, fail to arrive, or shorten your stay, you may receive no refund or only a partial refund, as stated at the time of booking.

7.4 If you wish to amend your booking (e.g. change dates, names, or room types), this is subject to:

• Availability; and
• Any difference in price and applicable terms at the time of the change.

7.5 If you booked via an OTA or third party, you must usually cancel or amend through that platform, in line with their rules.

8.1 Check-in and check-out times will be stated in your confirmation or on our website.

8.2 Late check-out is at our discretion, subject to availability and may incur additional charges. If you fail to vacate by the agreed check-out time, we may charge for an additional night.

8.3 On arrival, we may require:

• Valid photo identification (e.g. passport, driving licence); and
• The payment card used to make the booking (where applicable).

8.4 We may refuse entry or cancel your booking (with or without refund, depending on the circumstances) if:

• You cannot or will not provide requested identification;
• The name on the booking does not match the person checking in and we reasonably suspect fraud or misuse.

9.1 Accommodation at Crownverge Residences is provided on a short-stay, temporary licence basis only.

9.2 No tenancy (including any assured shorthold tenancy or security of tenure) is created by your booking, your stay, or any extension of it. You have no right to exclusive possession beyond your booking dates.

9.3 We generally limit any single continuous stay in the same room (or any series of linked bookings) to a maximum of 90 nights per guest.

9.4 We reserve the right to:

• Refuse, cancel or shorten bookings that we reasonably consider would create or risk creating a de facto tenancy or long-term residential arrangement;
• Require you to move room for operational, safety or regulatory reasons (we will use reasonable efforts to provide a room of equal or higher standard where possible).

10.1 You and all members of your party must comply with our House Rules , as updated from time to time.

10.2 In particular, you must not:

• Use the property for any illegal, immoral or commercial purpose (including sex work, unauthorised events, or subletting);
• Exceed the maximum room occupancy;
• Smoke or vape inside the building;
• Cause nuisance, disturbance or danger to other guests, neighbours, staff or the public;
• Interfere with safety or security equipment.

10.3 If, in our reasonable opinion, you or any member of your party:

• Breach these Terms or the House Rules; or
• Behave in a way that is abusive, threatening, unsafe, illegal or seriously disruptive,

we may, without refund:

• Refuse entry or ask you to leave immediately;
• Cancel the remainder of your stay;
• Involve law enforcement or other authorities where appropriate.

11.1 You are responsible for any damage, loss or additional cleaning caused to the room, its contents, or any part of the property by you, your party or your visitors, whether deliberate or accidental.

11.2 We may charge you for:

• Repair or replacement of damaged items;
• Specialist or deep cleaning (for example, if you smoke in a non-smoking room or leave the room in an unacceptable condition);
• Costs resulting from misuse (e.g. fire brigade call-outs caused by prohibited smoking, blocked drains due to inappropriate items, tampering with equipment);
• Lost keys, keycards or access devices, and any required lock changes.

11.3 If damage or additional cleaning is discovered after you depart, you authorise us to charge your payment card or invoice you for the reasonable costs. We will provide a breakdown of charges on request.

12.1 We will not be liable or in breach of these Terms for any delay or failure to perform our obligations due to events or circumstances beyond our reasonable control, including (without limitation):

• Acts of God, natural disasters, flood or fire;
• War, terrorism, civil unrest or riots;
• Epidemics, pandemics or public health emergencies;
• Government actions, regulations or restrictions;
• Utility failures, power cuts or essential maintenance;
• Serious technical or operational failures outside our reasonable control.

12.2 In such cases, we may cancel or modify your booking. Where we cancel a booking before your stay for reasons outside your control, we will normally offer:

• A refund; or
• An alternative date, credit or rebooking option, as appropriate in the circumstances.

13.1 Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any other liability that cannot be excluded or limited under applicable law.

13.2 Subject to clause 13.1, our total liability to you arising out of or in connection with your booking and stay (whether in contract, tort, negligence or otherwise) is limited to the total amount paid by you for the booking in question.

13.3 We are not liable for:

• Any loss or damage to your personal belongings, unless required by law;
• Any indirect, special or consequential losses;
• Loss of profit, business, contracts, goodwill, or opportunity.

13.4 You are responsible for arranging appropriate travel insurance or similar cover if you require it.

14.1 We will collect and process your personal data in accordance with our Privacy Notice, which is available on our website.

14.2 This includes using your data to:

• Manage bookings and your stay;
• Communicate with you;
• Comply with legal obligations;
• Send you marketing communications where permitted or where you have consented (you can opt out at any time).

15.1 If you have a problem during your stay, you must notify us as soon as reasonably possible so that we have an opportunity to put things right.

15.2 If you wish to make a formal complaint, contact us at enquiries@crownverge.co.uk with full details. We will review your complaint and respond within a reasonable time.

17.1 These Terms, together with your booking confirmation and any referenced policies (including House Rules and Privacy Notice), form the entire agreement between you and us in relation to your booking.

17.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

17.3 We may update these Terms from time to time. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or regulatory authority.

17.4 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by English law.

17.5 The courts of England and Wales will have exclusive jurisdiction over any dispute arising out of or relating to these Terms or your stay.

18.1 These Terms constitute the entire agreement between you and us and supersede all prior agreements and understandings, whether written or oral.

18.2 No waiver of any provision of these Terms shall be effective unless in writing and signed by us.

18.3 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.