Terms & Conditions

The Collingham Apartments Guarantee Policy

Full credit card details are required at time of booking.

Credit cards which are unable to be charged will result in the reservation being null and void. A deposit of 25% will be payable on confirmation of the booking with the balance being payable 14 days prior to arrival. On arrival at the aparthotel, all reservations will require pre-authorisation with a credit card or cash deposit to cover incidentals during your stay.

Where such pre-authorisation is not possible at check in, guests must first settle their account in full at check in, either in cash or with a valid debit/credit card. They will then be considered as a ‘cash only’ guest and as such will be unable to charge items to their room account.

Cancellation Policy

Bookings of 1-7 nights

For bookings cancelled by 2pm (1400 GMT) three days prior to the day of arrival, no cancellation fee will be charged. Bookings cancelled within this timeframe will be subject to a charge equal to the full accommodation cost (or a maximum of seven nights).

Booking of 8 – 14 nights

For bookings cancelled by 2pm (1400 GMT) 10 days prior to the day of arrival, no cancellation fee will be charged. Bookings cancelled within this timeframe will be subject to a charge equal to the first 7 nights of the accommodation cost.

Booking of 15 – 30 nights

For bookings cancelled by 2pm (1400 GMT) 28 days prior to the day of arrival, no cancellation fee will be charged. Bookings cancelled within this timeframe will be subject to a charge equal to the first 7 nights of the accommodation cost.

Please note: All cancellations must be received in writing via email and upon receipt, we will issue you with a unique cancellation reference number. Any exceptions to the above policies are made at the discretion of the Collingham Apartments’ management. Non-arrival for a confirmed reservation will be treated as a no-show.

Pre Pay & Save Bookings

All Pre Pay & Save Bookings will be charged in full at the time of reservation and are Non-Cancelable and Non-Refundable.

Damage Liability

Clients are liable for the cost(s) of repair and/or replacement arising as a result of misuse and/or negligence in connection with any part of the building or contents therein. A security deposit of £350 is payable by credit card imprint or cash upon arrival, to be held against any such damage and/or loss and which will be refunded in full (or in part as appropriate) in the event that no damage or loss has been caused by the client during their stay. This is without prejudice to any claim by Collingham Serviced Apartments for any amount greater than the aforesaid security deposit.

Room Availability

We will try to accommodate your preferred choice of specific room, subject to availability.

Check in time is from 2pm (1400 GMT) and check out time is 11am (1100 GMT). Additional charges will be applied to the guest account for later departures. At the manager’s discretion, the hotel may charge 50% of the apartment rate for additional use of the apartment until 6pm (1800 GMT), and 100% of the apartment rate if still occupied after 6pm (1800 GMT).

Room Occupation

For health and safety compliance, the number of persons permitted to occupy an apartment is limited to the number of beds provided therein.

Children’s Policy

Children under six (6) years of age sharing their parents’ room are accommodated free of charge.

We are delighted to provide cots at no charge, subject to availability, for children up to two (2) years of age.

Sofa Bed Policy

Up to two children under the age of 12 years of age or one adult can use the sofa bed at a cost of £20 per night.

Pet & Guide Dog Policy

Animals are not accepted unless they are assisting with disabilities, in which case the animals are accommodated free of charge.

Inability to Accommodate

In the unlikely event that upon your arrival at the hotel, we are, for whatever reason, unable to provide you with the accommodation booked by you, we will, at our expense, transfer you to a suitable local hotel (single one way journey) and we will settle your accommodation charges direct with the other hotel. We will then settle any difference direct with the other hotel.

Data Protection

Your personal information refers to the data obtained from you in connection with the service provided. Your privacy is important to us and we promise to respect your personal information. Information is collected lawfully and in accordance with the Data Protection Act 1998 and we will do our best to ensure that your details are accurate and up-to-date.

We will use your personal information for the following reasons so that we can provide you with a first class service:

  • To confirm, update and improve customer records
  • Identify and inform you of services that may be of interest
  • Analyse and develop a relationship with you
  • Personal information you supply us with and the information about your use of services will only be used by The Collingham, to contact you by letter, telephone or email about services that may be of interest to you. Your personal information will not be disclosed to any third party

Cookie Usage

Cookies are items of information that are sent to and are stored on your computer. They are used by the Collingham Apartments to identify you when you visit the site, and to make your use of the site more convenient for you. You can disable Cookies on your Internet browser.

General Notice

The Collingham Apartments strives to ensure that the Contents of this site are accurate and reliable. However, the Collingham Apartments and its agents are not infallible, and errors and/or omissions may sometimes occur. Therefore, the Collingham Apartments disclaims any warranty of any kind, whether express or implied, as to any matter whatsoever relating to this website and any links thereto and therefrom, including, without limitation, as to the merchantability, non-infringement of intellectual property, or fitness for any particular purpose.

The Collingham Apartments does not warrant the accuracy, currency or completeness of the contents, including, without limitation, any information relating to prices or availability. The Collingham Apartments will from time to time revise the Contents and/or the products, services and resources described therein and reserves the right to make such changes without any obligation to notify past, current or prospective visitors of this website.

Trade Marks

The material on the Collingham Serviced Apartments website is the copyright of Carnarvon Hotels Ltd. You may download or use the material on the website for your own non-commercial, private use. Otherwise, the material may not be reproduced, published, distributed, amended, downloaded or otherwise used unless you have obtained Carnarvon Hotels Ltd’s express permission.

Complaints or Comments

We take our guest’s satisfaction very seriously. Any complaint or comment regarding a stay at our aparthotel should be made in the first instance to the reception staff at the time of your stay so that we can attempt to resolve it immediately.

Problems which cannot be resolved to your satisfaction there and then should be notified by email to reservations@collinghamapartments.co.uk