Terms and Conditions - The Folio Collection

Bookings

Bookings can be placed online or by contacting our reservations team. You must provide the name, email, and telephone number of the booker and/or at least one lead guest. You will have the opportunity to verify and correct booking information at each stage. Acceptance of these Terms is required to complete your booking. Bookings only come into existence when payment is received in full and confirmation has been issued.

Restrictions, including minimum night stays or age requirements, may apply in certain locations. You will be informed at the time of booking. We reserve the right to refuse any booking.

Check your confirmation and invoice carefully; notify us immediately of any inaccuracies. We reserve the right to correct errors as soon as they are identified.

All guests are required to check-in online and provide valid identification (passport or driver’s license) to verify the booking.

When payment is made in local currency, the relevant Folio Collection entity will receive payment via third-party processors.

Special Requests

We will endeavor to assist with special requirements. Please provide any requests in writing at the time of booking. Reasonable efforts will be made to meet requests, but no guarantees are provided. Conditional bookings (dependent on request fulfillment) are not accepted.

Charges and Payments

Prices will be provided online or by our reservations team. Prices are subject to change and are valid at the time of booking. Once confirmed, rates will not change unless the booking is modified or tax changes occur beyond our control. VAT and applicable taxes are charged at the rate in force on the earliest of payment, arrival, or invoice date. Local property charges, if applicable, will be communicated at booking.

Full payment is required unless otherwise agreed. Failure to pay may result in suspension or cancellation of the booking.

Additional Charges

Guests are liable for any breakages, damage, extra cleaning, late checkout, or additional services incurred during their stay. In the event of declined payment or no card provided, we may invoice the booker or guest directly.

Examples of additional charges include (but are not limited to):

• Breakages or damage to the apartment or its contents
• Specialist cleaning or treatment beyond standard cleaning
• Smoking (cigarettes, e-cigarettes, or illegal substances) – £300
• Lost keys or access devices – up to £300 to cover replacement keys or lock changes as required
• Additional services (car parking, dry cleaning, laundry)

VAT and local taxes apply to all additional charges. Where unspecified, the actual cost plus administrative fees will be charged.

Cancellation Policy

For stays of fewer than 30 nights, guests may cancel free of charge up to 24 hours before the scheduled check-in time. For stays of 30 nights or more, guests may cancel free of charge up to 14 days before the scheduled check-in time. Cancellations made outside these windows will result in forfeiture of the first night’s accommodation charge. Please note that where a booking is made through a third-party platform (including but not limited to Booking.com or Airbnb), that platform’s own cancellation policy will apply and may differ from the above. Guests are advised to check the applicable policy at the time of booking.

Changes to Your Booking

You may cancel, extend, or amend your booking online or via our team, subject to availability and the applicable cancellation policy.

Changes by The Folio Collection

Occasionally, bookings may need to be changed or cancelled due to errors, availability, or other circumstances. We will contact you by email or phone where possible. Alternative accommodation may be offered in one of The Folio Collection properties. If no suitable alternative is available, a refund will be provided.

Facilities may be restricted due to local regulations, maintenance, or unforeseen circumstances. We do not guarantee full availability at all times.

Liability

We are not responsible for personal belongings during your stay, including theft or damage. Guests are strongly advised to obtain insurance coverage.

All warranties or terms implied by law are excluded to the fullest extent permitted. Liability for death, personal injury, or fraud is not excluded. Other liability is limited to the total charges paid for the booking.

Facilities, Cleaning & Maintenance

• All stays: weekly cleaning as standard
• Additional cleaning can be arranged on request and will be charged at the applicable rate
• Toiletries, linen, and towels provided
• Routine maintenance is carried out regularly; 24-hour notice will be given where possible, except in emergencies

Internet

Guests and visitors must not interfere with internet equipment or use the connection for illegal purposes. The Folio Collection may disconnect service for breaches without notice and may report illegal activity to authorities.

Health & Safety

Guests should familiarise themselves with apartment layout, property, and fire evacuation procedures on arrival.

Feedback & Complaints

We value feedback via surveys on departure. Any dissatisfaction should be reported immediately to the House Manager. Further complaints can be sent to [email protected].

Privacy

Personal data collected during your website and booking journey is processed in accordance with our Privacy Policy. Telephone calls may be monitored or recorded for security, staff training, and service improvement.

General

We reserve the right to update these Terms at any time. Guests are responsible for reviewing the applicable Terms at the time of booking. Breach of these Terms may result in being asked to vacate the property immediately.

Check-in and Check-out

Standard check-in is from 11:00am and check-out is by 3:00pm. Early check-in or late check-out may be available on request, subject to availability, and may be subject to an additional charge. Failure to vacate the property by the agreed check-out time may result in a late checkout charge.

Pets

Pets may be permitted at the property, subject to prior approval from The Folio Collection. Guests wishing to bring a pet must request approval in writing before booking. Approval is at our sole discretion and may be withheld or withdrawn without obligation to provide a reason. Where a pet is approved, the guest accepts full responsibility for any damage, soiling, or additional cleaning costs arising from the animal’s presence. Any such costs will be charged in addition to the standard accommodation rate.

Noise, Conduct and House Rules

Guests are expected to conduct themselves in a manner that is respectful of the property, fellow guests, and residents of the building and surrounding area. The following are strictly prohibited: parties or gatherings beyond the registered number of guests; loud music or excessive noise at any time; any activity that causes a nuisance or disturbance to neighbours or other occupants of the building; and any unlawful activity on or in connection with the property.

The Folio Collection reserves the right to terminate a booking with immediate effect and require guests to vacate the property without refund in the event of a breach of these conduct requirements. Where applicable, a noise or nuisance charge may also be levied.

Force Majeure

The Folio Collection shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from any cause beyond our reasonable control. This includes, but is not limited to, acts of God, fire, flood, storm, earthquake, pandemic or epidemic, civil unrest, acts of terrorism, action by a government or public authority, failure of utility services, or any other event that could not reasonably have been foreseen or prevented. In such circumstances, we will notify guests as soon as practicable and will endeavour to offer alternative accommodation or a refund of any amounts paid for the affected period, at our discretion.

Governing Law

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

These Terms and any booking form constitute the entire agreement between parties. No variation is effective unless in writing and signed. Consumer statutory rights are unaffected.