ROAM ACCOMMODATION
Booking Terms and Conditions
1. Definitions
1.1. These terms and conditions govern all bookings made with Roam Accommodation (referred to as “Roam Accommodation”, “the Company”, “we” or “us”). Roam Accommodation is a Limited Company registered in England and Wales with company number 14348219, registered at 1st Floor Units 3 & 4 Cranmere Court, Lustleigh Close, Matford Business Park, Exeter, Devon EX2 8PW.
1.2. References to “you”, “your” or “guests” mean the person or organisation making the booking through Roam Accommodation and all members of the booking party, whether you are booking as a guest yourself or on behalf of others.
1.3. By booking accommodation through Roam Accommodation you are agreeing to these terms and conditions yourself and on behalf of all members of your booking party.
2. The Booking
2.1. Any booking, howsoever made, is only confirmed and a legal contract concluded once payment has been successfully made in full. No booking is made or contract concluded when payment is declined or unauthorised.
2.2. You agree that the booking is for a short-term stay for leisure, business or temporary purposes only. The property is not for use as the principal primary residence of any guests, and there is no right to remain in the property at the conclusion of the booking period for the person or persons who occupy the property. The booking does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977.
2.3. Bookings can be made for any length from three nights up to three months. Bookings may be made at any time up to 24 hours before your arrival for the first night of your stay.
2.4. Bookings may only be made by a person aged 25 or above and there must be at least one person aged 25 or above staying in the accommodation. Exceptions may be made for corporate bookings, or where agreed in advance with Roam Accommodation.
2.5. You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of Roam Accommodation. 2.6. We reserve the right to refuse any booking request.
3. Payment and Cancellations
3.1. All payments shall be made by credit or debit card. Roam Accommodation does not charge booking fees or credit or debit card fees.
3.2. Full payment is required upon booking unless expressly agreed otherwise by Roam Accommodation. Roam Accommodation can supply an invoice where required.
3.3. If payment does not reach us at the required time, we reserve the right to suspend or cancel any booking made, or to charge daily interest for any late payment at 4% above the Bank of England base rate for the period concerned.
3.4. The total price for your entire stay will be presented to you before you confirm your booking and make payment. Pricing is dynamic and therefore the price of the accommodation and similar accommodations in the area may vary over time. This does not give Roam Accommodation any right to require additional payment where the price increases after your booking is made, and does not give you any right to a discount if the price decreases.
3.5. The following cancellation provisions apply unless specified otherwise in the reservation information provided prior to booking:
3.5.1 Both Roam Accommodation and you may cancel the booking at any time up to 14 days prior to the first day of your booking, and a full refund will be made to you. Any requests to cancel a booking must be made in writing.
3.5.2 If you cancel the booking later than 14 days before your check in date, Roam Accommodation reserves the right to retain the full amount paid. If we are able to book out the accommodation to other guests, we shall make a refund to you of your booking cost, less any difference in price where the replacement booking is off a lesser value. A £25 admin fee also applies. Any refund will be at Roam Accommodation’s entire discretion.
3.5.3 Roam Accommodation reserves the right to cancel bookings within 14 days before the arrival date where it is necessary due to reasons outside of Roam Accommodation’s reasonable control, including but not exclusively due to delays or errors within the booking system. In the event of such cancellation you will receive a full refund.
3.5.4 If you wish to make any amendments to your booking, including the booking dates and number of guests, you may do so at no extra charge up to 14 days prior to the first day of your booking. Any amendments within 14 days prior to your check-in date are subject to the same terms as set out in clause 3.5.2. Any amendments or extensions to your booking are subject to availability, and may result in an increase or decrease in the price of your stay, depending on the date, length of stay, and number of guests. Any change in price will be presented to you in writing before you confirm any amendments and any resulting payments are made.
3.5.5 Any non-arrivals, early departures, or reductions in the length of stay will be treated as a cancellation and subject to the cancellation terms above.
4. Your stay
4.1. Your check-in and check-out times will be detailed in the reservation information unless agreed by Roam Accommodation otherwise. Early arrival or late departure may be available for an additional charge but cannot be guarantee, and must be agreed in advance. Information about the check-in and check-out procedure and how to access the accommodation will be provided separately.
4.2. Your booking is for serviced accommodation rather than a hotel or guest house service. Roam Accommodation does not provide meals, newspapers or a laundry service.
4.3. Included in your accommodation will be linen and towels, shower gel and shampoo, plus a supply of coffee, tea and long life milk. A cleaning service is provided and further information is available on request.
4.4. You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and conditions. In particular you and your guests must not:
4.4.1. Smoke inside the property. You and other guests or visitors may only smoke outside in the garden and must safely dispose of any cigarettes and other litter.
4.4.2. Bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by Roam Accommodation;
4.4.3. Bring any potentially dangerous or hazardous materials or equipment onto the premises;
4.4.4. Bring any illegal drugs onto the premises;
4.4.5. Tamper with any fire alarms or emergency equipment;
4.4.6. Remove, damage or destroy anything within the property;
4.4.7. Use the property for any business purposes whatsoever;
4.4.8. Use any technology provided by Roam Accommodation to download or access any unlawful or obscene material;
4.4.9. Make excessive noise or other disturbance particularly between 11pm and 7am, especially from TVs, music equipment and other electronic devices;
4.4.10. Hold a party or event of any kind;
4.4.11. Allow visitors to access the property after 11pm unless by prior agreement;
4.4.12. Use any viewing services, downloads, purchases or subscriptions that incur an additional charge;
4.4.13. Use any wifi, heating, electricity or water excessively (a fair usage policy applies);
4.4.14. Fail to return the keys at the end of your stay;
4.4.15. Leave the property in a poor state of cleanliness.
4.5. If you or any guests are in breach of any of these conditions, you will be asked to leave the property immediately and no refund will be payable for any part of your booking whether used or unused. Police assistance will be requested if required, and we reserve the right to pass on any records or personal information to the authorities relating to any illegal activity.
4.6. Routine maintenance is carried out regularly by our management team, however occasionally we may need to access the property to carry out essential maintenance. We aim to provide at least 24 hours’ notice and agree a convenient time, except in the event of an emergency where we require immediate access.
5. Damage, theft and other costs
5.1. Valid credit/debit card details must be provided during the online check-in process, and a hold of £300 will be reserved on the card as a damage deposit, which will be released 3 days after checkout where there are no issue during your stay.
5.2. We reserve the right to charge to the credit/debit card you have provided any damages or additional costs incurred during your stay, including:
5.2.1 The cost of replacing or repairing any property broken, damaged, lost or stolen from the accommodation during your stay, including but not limited to furniture, upholstery, fittings, appliances and other fixtures and items within the accommodation;
5.2.2 A charge relating to a breach of the non-smoking policy, to cover additional cleaning costs and any damage to the property caused by smoking;
5.2.3 A call out charge relating to any noise or nuisance complaint to cover Roam Accommodation’s staff time in dealing with any such issue;
5.2.4 Any paid for TV services, downloads or subscriptions, or any excessive use of the wifi, heating, electricity or water, beyond what is reasonable for the duration of your stay;
5.2.5 Any costs associated with changing the locks or other security measures required where keys are not returned at the end of the stay;
5.2.6 Any additional cleaning fees above and beyond the routine cleaning service included with your stay where the property is not left in a reasonable state of cleanliness;
5.2.7 Any other costs associated with failure to comply with the rules outlined in clause 4.4, including but not limited to loss of business incurred if the property is not in a condition to book to other guests.
5.3. Roam Accommodation will provide a statement including a break-down of costs for additional charges before they are made to your credit/debit card.
5.4. Where such costs exceed the £300 hold on your card, you will still be liable to pay the full costs.
5.5. Where we are unable for any reason to apply the charge against your credit/debit card, an invoice will be sent to you which you agree to pay within 14 days of receipt. Any failure to pay will result in Roam Accommodation engaging the relevant authorities or courts to recoup any costs incurred by the business.
6. Privacy, Data Protection and Credit/Debit Card Security
6.1. Roam Accommodation processes information about you that you provide when making a reservation in accordance with our privacy policy. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate. For full details on how we collect, use and store personal data please see our full privacy policy.
6.2. You should note that Roam Accommodation is required by law to maintain a register of all guests’ names and nationalities and to keep such details on file for at least 12 months from the date of arrival. In addition, for guests who are not of British, Irish or Commonwealth nationalities we are required to take details of your passport or other travel documentation and the address of your next destination.
6.3. We are also required by our insurance company to perform certain ID and security checks, and to ask you to agree these terms and conditions in advance of your stay. This is standard practice for hotels and short-term accommodation providers, and we do not share this information with anyone other than the third party systems we use for collecting and processing this data (details below). All processes are compliant with requirements set by the Financial Conduct Authority and the Information Commissioner’s Office.
6.4. We use the following third party services:
6.4.1 Smoobu to manage our booking calendar and guest communications. You can read Smoobu’s privacy policy here: https://www.smoobu.com/en/privacy-policy/.
6.4.2 Charge Automation to collect check-in data for security purposes. This includes a copy of your ID/passport, a credit card scan, your email, phone number and home address, and a copy of your signature. You can read Charge Automation’s privacy policy here: www.chargeautomation.com/privacy-policy.
6.4.3 Stripe to process card payments. This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read Stripe’s privacy policy here: www.stripe.com/gb/privacy.
6.5. We may use your contact details to tell you about our services and accommodation including special offers that we think may be of interest to you. If you do not want us to use your contact information for these purposes please let us know at roamaccommodation@groupmail.com.
7. Feedback and Complaints
7.1. It is important to us that you enjoy your stay, and we aim to deliver the best possible customer service. We welcome any feedback and would love to know what you think of your stay.
7.2. If you have any problems during your stay, please contact Lisa on +44 7830 215767 or roamaccommodation@groupmail.com so that we are able to resolve any issues for you.
7.3. If Roam Accommodation is unable to resolve any issue you have at the time of your stay, you may submit a formal complaint in writing to Roam Accommodation’s email or postal address provided below. Please provide as much information as possible in order that Roam Accommodation may properly investigate your complaint.
Email address: roamaccommodation@groupmail.com
Postal address: 1st Floor Units 3 & 4 Cranmere Court, Lustleigh Close, Matford Business Park, Exeter, Devon EX2 8PW.
7.4. Your complaint will be managed by an appointed member of our management team. We aim to respond to formal complaints within 7 working days but if this is not possible we will notify you of this and of when we expect to respond. We will set out the outcome to your complaint in writing.
7.5. Roam Accommodation reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith.
8. Limitation of Liability
8.1. Roam Accommodation endeavours to ensure that all information provided prior to, during and after your booking has been made is accurate but shall not be responsible for any incorrect or missing information regarding the accommodation or booking.
8.2. The liability of Roam Accommodation to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor’s Act 1956 applies, in which case Roam Accommodation’s liability will be limited to the maximum prescribed under that Act) except where such loss is caused by Roam Accommodation’s negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you.
8.3. Roam Accommodation shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation or goodwill.
8.4. Roam Accommodation shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:
8.4.1. Strike, lockout or other labour dispute affecting the employees of Roam Accommodation or our partner suppliers;
8.4.2. Acts of God;
8.4.3. Natural disasters;
8.4.4. Acts of war or terrorism, riots or civil disturbance;
8.4.5. Act or omission of government, highway authorities or telecommunications carrier, operator or administrator (including but not limited to refusal or revocation of any licence or consent to operate);
8.4.6. Delay in manufacture, production or supply by third parties of equipment or services required for the performance of the Services or production and supply of the Goods (including but not limited to electricity, gas, water, broadband or telecommunications services);
8.4.7. Repairs undertaken at the property or the local area.
8.5. We are not responsible for the theft and/or damage of your personal belongings during your stay. Please secure doors and windows when away from the property. We recommend you have relevant insurances in place for your belongings.
8.6. Roam Accommodation will seek to respond to or resolve any reasonable enquiry you may direct to us in relation to your booking, however Roam Accommodation shall not be liable for any delay in or failure to respond to or resolve an enquiry.
8.7. Nothing in this clause or these terms shall limit Roam Accommodation’s liability for death or personal injury or in respect of fraudulent misrepresentation.
9. Severability
9.1. If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
10. Waiver
10.1. The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.
11. Entire Agreement
11.1. These terms and conditions constitute the entire agreement of the parties and supersedes all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.
12. Third party rights
12.1. Roam Accommodation shall be entitled to enforce its rights under this Agreement against you or any person staying at or using the accommodation.
12.2. Otherwise, nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise.
13. Jurisdiction
13.1. This Agreement shall be construed in accordance with English Law and the Courts of England and Wales shall have exclusive jurisdiction in so far as any matter arising from this Agreement is required to be referred to a court of law.
