TERMS & CONDITIONS

When you book The Root House through any booking channels you accept our terms & conditions.  Please read prior to arrival to ensure you are familiar with our policies. If you have any questions about any of the items please feel free to contact us.​ The Root House is managed and run by City Stay Serviced Apartments based in Milton Keynes.  The following conditions form the basis of the contract with City Stay Apartments Ltd  Head Office ‘Regency Court, 226 Upper Fifth Street, Milton Keynes, MK9 2HR’.

MAKING A BOOKING
These terms and conditions govern all bookings made through ‘www.roothousecroyde.com‘, external booking agencies, email, telephone etc. The booker must confirm the office if  in need of special requirements in writing. We may also require identification for all Individuals staying in the apartments over the age of 16. By placing a booking you accept without any qualification, all of the terms and conditions on behalf of yourself, other guests and any bookings made on the behalf of others. It is your responsibility to place appropriate insurance policies in respect to loss, damage or theft to personal belongings during the stay; we will not cover you for such things.
AT LEAST ONE GUEST STAYING IN THE PROPERTY NEEDS TO BE OVER THE AGE OF 25.​

AMENDMENTS TO BOOKINGS
If you wish to amend your booking (e.g. Change dates of your stay or change the accommodation requested) we will try to comply with your requests depending on availability. Bookings made directly with The Root House will require at least 2 months notice to change the booking.  You will therefore be obliged to pay for any additional expenses that have been incurred as a result, as per cancellation. If your stay has already commenced and any amendments are made (e.g. Change dates of your stay or change the accommodation requested), we accept no liability for any loss, damage or additional expenses and we cannot guarantee a refund of any cost already paid by you. If you change the duration of your booking, please be aware that this may effect the price. We reserve the right to change the rate based on your duration of booking, as it would not be accurate to your original quote. Should you decide to shorten your stay based on a change of circumstances, you will not be entitled to a refund. ​

CONFIRMATION OF BOOKING
We will confirm all bookings in writing to the Client. A booking summary of your stay will be sent to your email upon booking and a booking confirmation will be sent at least 24 hours before your check in time of 3pm.  

​IDENTIFICATION
For security and health and safety reasons, We may require ID for the lead booker. In some circumstances we may ask for the ID for all guests (over the age of 18) Failure to provide this information will result in the booking being cancelled. Lead guest must be over the age of 25. We have the right to ask for a damage deposit if secondary guests are under the age of 25.  

BOOKING DEPOSIT & PAYMENTS
A non-refundable deposit of 10% of the full booking cost is to be taken at the time of booking. The remaining 80% balance is due 2 months prior to arrival date, this balance payment is non refundable once paid. If the balance hasn't been paid within this time frame the booking may be cancelled and the deposit will not be refunded. ​If the booking has been placed within 2months prior to arrival full payment will be taken on booking. Once payment has been received in full it is non refundable.  

SECURITY DEPOSIT
We reserve the right at their own discretion to request an additional £400 deposit to cover any damage or disruption which may be caused during the Clients stay. Should the deposit be insufficient to settle any additional charges, you will be charged without further notice the extra balance due. Deposits will be returned once the house has been checked by our staff for damages and no noise complaints were received during your stay. We have the right to ask for a larger deposit in the event of an inclination of a large party or gathering e.g birthday celebrations or have pets. Deposits take 2-3 working days to be returned once the deposit refund has been processed. ​

CANCELLATIONS
Our cancellation policy is set out hereafter. All cancellations must be confirmed in writing. Cancellation charges will be applied in relation to the notice period between notification and cancellation:​​Cancellations made before 60 days of arrival will receive full refund (minus any deposits paid)Cancellations made within the 60 days prior to arrival you will be charged in full​ We shall not be liable for any failure in arrival when circumstances are beyond our control, including (but not exclusively) act of god, outbreak of hostilities, riot, civil disturbances, acts of terrorism, revolution, act of any government or authority, fire, flood, lightening, explosion, fog or bad weather, interruption or failure of a utility, renovations of the property, strikes, lockouts or boycotts, embargo, blockade. ​

INVOICING
We can provide invoices, please contact the office.

LIABILITY
We are not responsible for any theft/damage of your personal belongings during your stay. It is therefore down to you to ensure you have the correct insurance in place. The Root House cannot also be held responsible for any personal injury to personal effects arising within the accommodation. We cannot be held responsible for any circumstances beyond our control.​

ACCOMMODATION AND OCCUPANCY
The number of persons permitted to occupy the apartment is restricted / limited to the number of beds provided in the apartment. In some apartments extra beds maybe provided on request, this will be at a charge to be agreed at the time of booking. If extensive complaints have been made about the occupants from neighbouring dwellings, we have the right to inspect the property for damage without appointment. Staff can ask occupants who have disregarded the terms and conditions to vacate the property with immediate effect without any refunds. Any discrepancy regarding the condition of the apartments following departure may incur a charge, we will notify the booker within 2 weeks of the Individuals departure of any extra charges incurred that will be deducted from the card provided on booking.​

ARRIVAL AND DEPARTURE
The Root House check in time is from 4pm on the day of arrival. Standard check out time is 10am, later check out options are available on booking and can also be requested within the duration of your stay depending on availability and request. Please call the number in general enquiries to ask about availability and extra fees. Keys to be left in the key box outside the house. Deposits will be held and deductions will be made if any keys have gone missing. 

CAR PARKING
2 x Car parking spaces are provided with the house. Located in the car part next to the front of the house. We are not responsible for any loss, theft or damage that may occur. Car parking spaces are valid for the same duration as your allocated stay, from 3pm check in and 10am check out. If you require an extra parking space you must inform the staff, there is a possibility we may be able to source and extra space only by request. 

KEYS
Guests will be issued with a set of keys (as relevant) and any extra keys are available upon request. Keys are to be returned to the key box. If keys are not returned on departure a charge of £100 will be incurred.​

CALL OUTS
Between the hours 19:00 and 8:00, should the guests lock themselves out of a property and/or any apartment and require assistances to re-enter, We reserves the right to charge up to £150.00 call out charge in addition to the charge for lost keys prior to attending. The call out contact number is 07498993903. Please leave a voicemail or send a text and a member of staff will get back to you if they deem it an emergency. This number should only be dialed between the times given in an emergency; otherwise queries should be made in daytime hours to the office number 01908 664516.​

EXTENSIVE CLEANING
If the apartment is seen to be in state of uncleanness and requires extra attention to clean then a charge of £400 will be incurred as well as any damages and/or breakages to the property and its items will incur a further charge. Please see deposit section.​

DAMAGES
Should the apartment incur any damage during a guest’s occupancy, we reserve the right to charge the Client in question for the amendments. If a security deposit was taken at the time of booking, this will be used to cover the costs. Please see security deposit section for further information. If guests were not asked for a security deposit, the charges will be deducted from the payment details provided at the time of booking. Damages taken into account are to soft furnishings, fixtures and fittings. For example, stains on furniture /broken blinds/burn marks on kitchen surfaces are all considered. We expect guests to take care of their apartment during their stay and respect the facilities provided to prevent causing damage.

FACILITIES AND SERVICES
We cannot be held responsible for any failure or interruption of services to the apartment or building including hot tub, electricity, water, telephone, television, broadband, Internet and other communications. Disruption caused as a result of repair and maintenance carried out by another property is not our responsibility. However upon notification we will do as much as possible to rectify any problem you may have. A full inventory of furniture equipment is provided; no items must be removed from the apartment at any point during your stay. We will charge you for any items missing from your account (valid credit/debit card details taken from you when booking). If there are any issues with items in the apartment you must inform us, it is to our discretion.

MAINTENANCE
In regards to any problems with the appliances or maintenance within the house e.g Dishwasher, Washing Machine, Fridge, Heating, Hot water etc. We rely on contractors to be available and call-outs are dependant on their schedule. We will try and rectify any problems as soon as reported. Cash refunds will not be given for issues beyond our control. Time-frame of getting these issues sorted are beyond our control and we would appreciate patience while we are trying to get the maintenance issues sorted. ​

PETS
We allow a maximum of 2 pets. Deposits may be charged on booking to cover extra cleans.

NOISE
We expect all individuals to respect the neighbouring communities after the hours of 11pm and 8am.  We expect all guests to comply with our sound regulations at all times.  We do not have any control or responsibility for noise caused outside of the apartments such as public activity and night life. Refunds will not be given if guests decide to vacate for this reason as it is beyond our control. 

SMOKING
Smoking is strictly forbidden inside The Root House. If you need to smoke we ask that you take yourself at least 50metres from the property and neighbours and dispose of any evidence. 

ACCEPTANCE OF TERMS AND CONDITIONS
All bookings are subject to these terms and conditions. By confirming a booking the hirer and all persons within the party take full responsibility and accept the terms and conditions. Payment and deposit of the booking fee indicates the acceptance of these terms and conditions. It is therefore up to the clients to read the terms and conditions carefully. We have the right to make changes to these terms and conditions from time to time.​

REFUNDS & COMPENSATION
We will not offer cash refunds to guests for issues and problems that have occurred during their stay. We will offer a credit option for a future booking as a form of compensation if we feel compensation is necessary. Any injuries sustained during the stay from an apartment maintenance issue must be reported straight away to the the office. 

​FEEDBACK AND COMPLAINTS
The Root House staff aim to deliver the best possible service, but in the unlikely event that you are dissatisfied with the service offered, you should notify us in writing as soon as possible. Please email to info@roothousecroyde.com your feedback will be dealt with as soon a possible.​

We hope you enjoy your stay at The Root House!