Information on this site is posted in good faith and updated regularly, but Stay Inn cannot guarantee its completeness and accuracy. Stay Inn does not accept any liability to you or any third party for any error or omission on this site. Stay Inn may change, update or delete the terms and conditions or any information on this site without prior notice.

Stay Inn does not warrant that this site will be uninterrupted, error free or that any information or other material accessible from this site is free of viruses or other harmful components.

Stay Inn is not liable for any direct or indirect loss resulting from your use of the information on this site, except we shall be liable for death and personal injury resulting from our negligence.

4.1. Your online/offline booking

If you make an instant online booking, you will be taken to a confirmation screen with a summary of your booking, including your booking reference number and the booking conditions made up of the apartment’s payment terms, cancellation policy and check-in procedure. Shortly after making your booking, you will also receive a full confirmation email re-iterating this. For all offline direct bookings, then confirmation with all details will be emailed after payment is received.

4.2. Special Requests

We will endeavour to do everything we can to help guests with special requirements. Please ensure we are made aware in writing, of any special requirements at time of booking so that we can help you to select the most suitable apartment to suit your needs. Although we will endeavour to meet any reasonable requests, no guarantees can be given that any request will be met. Conditional bookings cannot be accepted i.e. any booking which is specified to be conditional on the fulfilment of a particular request.

4.3. Group bookings

All Group Bookings have to be requested in writing and booked directly with Stay Inn. Conditions including cancellation policies will be advised at the time of booking.

4.4. Payment

Our online payment policy is clearly displayed on our website at the time of booking on the confirmation page and may also be provided on your confirmation email. For all offline bookings, payment will be requested directly by us prior to confirming the booking.

www.stayinnapartment.com operates as a NO-FEE service. This means we do not add any credit card fees, service fees or hidden extra’s to the rate displayed.

Payment to be made in Pounds Sterling.

For corporate bookers with agreed credit terms payment to be made by Company Cheque: Payable to ‘Stay Inn Apartments’ or by bank transfer: (bank details are available on request) after making the booking directly with Stay Inn.

A Security Deposit to cover “Additional Charges“, including breakages, damages, extra cleaning and further accommodation charges incurred during your stay, will be taken prior to your arrival.

If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.

4.5. Payment of additional charges

Valid credit/debit card details must be supplied at the time of booking and/or upon collecting the deposit, to cover any potential additional charges. These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded. A written statement of the “Additional Charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges.

​4.6. Pricing

When you make a reservation through our website, https://excel-apartments.com/, the rate you see on your search results page at the time of booking is the rate we apply and confirm to you. Rates are per apartment, not per person and are inclusive of VAT unless otherwise stated.

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change.  Once a booking has been confirmed we will not change the rate quoted unless you amend the booking (if only approved by us) or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control.

4.7. Changes, Extensions and Cancellations

Our online cancellation policy is clearly displayed on our website at the time of request/booking.

Booking conditions relate to the payment and cancellation terms displayed online when booking. These may differ between apartment type and rate booked. 

It is your responsibility to read these carefully:

Cancellation charges relate to the date prior to arrival when we are notified of the cancellation and will determine the cancellation charges incurred according to apartment type and rate booked online. These notice periods also apply to early departure, postponed arrival or reduction in the number of minimum nights’ stay.

Payment terms (also relate according) to apartment type and rate booked online.

4.7.1 Changes

All changes (if approved by us) of date are subject to availability.  Should any change be rejected, the original booking will be re-instated.  Name changes or child age changes might incur additional administration fees (please check with us prior to the change). Once in house, changes to the departure date (if approved by us), which result in a reduction in the length of stay, will be subject to rate change.

​4.7.2 Extensions

If you wish to extend a stay, please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.

Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return. All payments have to be made in full prior to any extensions and bookings can only be provisionally kept on-hold for a very short time.

4.7.3 Early Departures and Cancellations

Stay Inn reserves the right to treat an early departure or reduction in the number of nights or apartments booked as a cancellation and apartments may be re-let and cancellation charges will apply. Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds. Transaction fees are not refundable in the event of a cancellation. The cancellation policy should be requested at the time of booking. Cancellation charges relate to the date prior to arrival when we are notified of the cancellation and will determine the cancellation charges incurred according to the cancellation policy given prior to confirming your booking.

These notice periods also apply to early departure, postponed arrival or reduction in the number of minimum night’s stay.

For group bookings the minimum notice period and the cancellation charge per apartment, regardless of length of stay, is as per what was confirmed prior to confirming your booking.

4.7.4 Changes by Stay Inn

We do not expect to have to make any changes to your booking, however, occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so.  If this does happen, we will contact you by telephone or email where reasonably possible.

If a change has to be made or your booking has to be cancelled, we will, if possible, offer you an alternative apartment of similar type and standard in a similar location for the same period.  If the alternative apartment is advertised at a lower price, you will receive a refund of the price difference.

However, if the alternative apartment is at a higher price the new price will be payable.  If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you may be entitled to cancel your booking and receive a refund, unless this is the result of an event beyond our control – see below.

You should tell us as soon as possible whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund.

Events beyond our control

Events beyond our control include but are not limited to the following: an act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo or blockade.

​4.8. Insurance

We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked. Therefore, you are advised to ensure that you have appropriate insurances in place. In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.

4.9. Our Website

Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct, but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. Given the above factors, we do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments we offer. Our website may link to other websites and we are not responsible for the data policies, content or security of these linked websites.

Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual apartment size, floor plan, design, fixtures, furnishings and facilities may vary. Our website does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any accommodations made available.

4.10. Liability

We are responsible for our own apartments, subject to the following conditions.

All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place. However, nothing in these terms and conditions will affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.

Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your reservation as set out in the confirmation email (whether for one event or series of connected events).

However, and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for:

• Any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim

• Any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the accommodation as made available on our website

• The services rendered or the products offered by the supplier or other business partners

• Any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our website

• Any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you.

This is whether due to (legal) acts, errors, breaches, (gross) negligence, wilful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the accommodation or any of our other business partners (including any of their employees, directors, officers, agents, representatives or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the website, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.

If you are booking for, as, or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your business’s, breach or negligent performance or non-performance of these terms and conditions.

​If you are booking for, as, or on behalf of a business or business employee, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.

4.11. Your Accommodation

All apartments are occupied as serviced apartments and are only to be used as temporary or holiday accommodation for you, or your organisation. They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured short-hold or assured tenancy. No relationship of landlord and tenant is created, and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment.

These conditions constitute an excluded agreement under S(3A)(7)(a) of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended). We cannot guarantee an exact apartment number prior to arrival. The number of beds in the apartment determines the maximum guest in an apartment or as advertised relating to the maximum occupancy that each respective apartment can take. If the maximum number is exceeded then we may refuse access (with no refund) to the accommodation and/or reserve the right to charge for additional apartments.

4.12. Arriving and Departing

The check-in and checkout policy is clearly displayed on our website at the time of booking.

The specific arrival and departure policy should be requested at the time of booking and will be stated on the confirmation. Arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.

The procedure for departure will be confirmed on arrival.

Key collection details will be provided to you prior to arrival. Some apartments do not have reception desks and you will be given a code to enter the building and details of key collection once your booking is confirmed. It is essential that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.

4.13. Facilities and Services

Cleaning – A weekly clean is included in the price for stays longer than 7 nights in apartments. A weekly clean includes change of the linen, towels and general cleaning. Please be advised that washing the dishes and removal of excess rubbish is not included in the service.

Maintenance – our Management Team carries out routine maintenance regularly; however, occasionally we may need access to your apartment to carry out essential maintenance.  We will normally give you 24 hours notice, except in the event of an emergency during which we would require immediate access. Any and all resident/guest requests by telephone or email asking us to attend to maintenance issues will be attended to without prior notice. All our staff would knock the apartment door and mentioned the department prior to entering an occupied apartment.

Telephone – Where telephones are provided in apartments guests are responsible for all call charges incurred during their stay. In some cases, the call charges are provided by a third party supplier and guests are responsible for setting up an account with the provider direct.

Internet / Wi-Fi – Where access is available in apartments, it is free to use unless we have mentioned about it being charged for separately. Information about Internet access will be provided at time of booking and on arrival. Access is subject to the Stay Inn Acceptable Use Policy. At peak times, the bandwidth available for connection to the Internet may be under pressure due to the number of people connecting to the Internet, both internally and externally. Stay Inn recommends that activities requiring increased bandwidth such as Skype, Movie/TV streaming is limited at these times.

You can contact a member of our team for Internet support but if in Stay Inn’s opinion, the fault is deemed to be with the guest’s equipment, no support can be provided. Guests must not interfere, move or disconnect any equipment relating to the provision of the Internet access and must not use the connection for any illegal or immoral purpose (including but not limited to file sharing) and Stay Inn reserve the right to pass on any record to the authorities. Should Stay Inn be made aware of any such use?

Stay Inn reserves the right to disconnect a guest at any time without notice if, in Stay Inn’s opinion, they breach any of these terms and conditions (including exceeding the download limit) or fail to pay for the connection at the agreed rate (only if applicable).

Security of Keys – Guests will be provided with a set of keys/fobs/an access card to access the property and the apartment. Only one set of keys can be provided. It is your responsibility to ensure that you are in possession of these at all times and that they are returned at the end of your stay. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys.

Interruption to services – We will make every effort to ensure that guests enjoy a peaceful stay, however, cannot guarantee or be held responsible for any failure or interruption of services to the apartment or the building, including electricity, air conditioning, water or any damage to telephone, broadband/ internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our apartments.

Our Team – Our Reservations/Guest Services Team is available to ensure your stay is as comfortable and enjoyable as possible. Contact details and working hours are made available prior to arrival.

​4.14. Guest responsibility

Guests are expected to comply with any regulations for use of the apartment. These are available on our website under Terms and Conditions and given below. They are also emailed prior, usually on our automated email that is sent to all bookings. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their apartment immediately without refund.

• Identification Policy – For safety & security reasons, we require valid photo identification from all occupants/guests prior to arrival and also the same may be asked to present upon arrival. Acceptable forms include a drivers license, passport, and/or proof of government-issued Id card with date of birth. Bookings will be cancelled with no refunds in the event this is not presented. Please contact a member of Stay Inn if you require advise on ways to send sensitive data over the net.

• Fraud Policy – The credit card used to make a reservation must be present on the day and prior to check-in to verify identity, along with photo ID. The credit card holder should be present at the time of check-in. Otherwise, a Third Party Credit Card form should be requested, filled and emailed back prior to Guests arrival. Stay Inn Apartments may kindly refuse check-in with no refunds if not adhered.

• Age Restriction – Stay Inn Apartments is unable to accept guests under the age of 25, unless authorised by a company or the reservation forms part of a corporate booking. Proof of age or photo identification is required prior to arrival and also the same may be requested again upon. If proof of age is not given prior & upon arrival or if we suspect any guests are under the age-restriction the booking may be cancelled with no refunds. Children under the age of 14 must not be left unattended in a Stay Inn apartment at any time. They should be accompanied either a parent/guardian (proof may be requested). All Family-bookings are asked to contact Stay Inn Apartments to check if exception can be made.

• Security Deposit – security deposit will be requested prior to arrival, bookings will be cancelled with no refunds in the event this is not presented. Please note that Maestro, Solo cards or cash payments will not be accepted. The Security Deposit is for damages & incidentals and all additional charges mentioned below. The security deposit starts from £250 and charges can vary. For example, based on the length of stay, exceptions made due to non-compliance of policies or the apartment type guests’ book. The refundable deposit will be automatically released according to your Bank/Credit card issuing Company’s policy. Please note that our refund process may take 5 to 15 business days. We thank you for your patience in advance. Foreign cards can take a longer period. We would kindly ask all guests to check with their respective banks.

• Damage to the company’s property –The Guest is responsible for taking reasonable care of the apartment and its content. The Guest agrees to keep the accommodation and any of its content’s in the same state of repair and conditions as at the commencement of the stay. In case of any damaged caused by either negligence or deliberate act of vandalism by the Guest or their party, the card details provided for security deposit will be used for rectifying the damaged plus 30% administration. Should the damage come to light after the Guest’s departure we reserve the right to charge the card details provided upon arrival. Charges may include the loss of revenue if an apartment has to be placed out of order while the repairs are carried out to return the apartment to Stay Inn Apartments standard. Stay Inn apartments will notify the tenant by email within a 2-weeks and sometimes could take a longer period of the tenant’s departure, providing a detailed breakdown of the applicable charges and the costs of rectifying them. Some apartments could have minor permanent marks and other marks due to wear and tear. We ask all guests to send us or keep any picture evidence if they spot them though we very well know then in advance.

• Lost Property – Stay Inn Apartments will keep left property on-site for the period of one week. After that time if the Guests do not claim the left property it will be disposed.

• Loss of Guest Property – Stay Inn Apartments is not liable for loss or damage to any of Guests’ belongings during their stay in our apartments. Stay Inn Apartments also cannot be held responsible for loss, damage or theft of Cash, jewellery or other valuables left unattended in guest apartments.

• Occupancy – the number of guests stated on the booking confirmation should only occupy the apartment. Our security staff will only allow access to those guests whose ID’s we have on file.

• Party & Gathering Policy – We also regret to inform Guests that reservations for stag, hen parties or all other types of social gatherings are not permitted. Stay Inn has strict No-party and No-gathering policies at all our locations/apartments. Bookings will be subject to a cancellation with no-refunds. All and any type of social gatherings is not permitted. If the Management is made aware that the maximum occupancy was exceeded during the stay, Guest will incur a fee of £100 per extra person and will be asked to leave the apartment/premise immediately. Also the total security deposit will be retained/forfeited with no refunds.

• Visitor Policy – No visitors are permitted in the apartments during anytime of the stay. Please see our Occupancy policy above for penalty fees and charges. Our properties are regularly patrolled. Our security staff will only allow access to those guests whose ID’s we have on file.

• Conduct & Noise Policy –All guests are responsible for respecting neighbours and its surroundings by keeping the noise to a reasonable level before 11.00 pm and refrain from making noise thereafter. Night hours are 11.00 pm until 7.00 am (GMT). In the event when Guest and its party refuse to vacate the property, having been asked by Stay Inn Apartments, the police will be asked to attend. The Guest will not be entitled to a refund for the remaining number of nights and additional charges may apply in cases like noise complaints from the residents, disorderly or immoral behaviour. We reserve the right to decline any bookings where we have the reason to believe that the Guest will not use the apartment responsibly or will intend to use our premises for illegal and unauthorised purposes. Angry, abusive, threatening Guests or Guests under the influence of alcohol or illegal substances will be refused entry.

• Pets – Regrettably, no pets other than registered guide and hearing dogs belonging to those with visual and hearing impairment are allowed in any of the apartments under any circumstances.

• Special Requests – are subject to availability and additional charges may apply.

• No Smoking policy – throughout our locations/apartments. Guests could face a fixed penalty notice of £50 or a fine of up to £250 and may also include additional cleaning costs.

• Cleaning – A weekly clean is included in the price for stays longer than 7 nights in apartments. A weekly clean includes change of the linen, towels and general cleaning. Please be advised that washing the dishes and removal of excess rubbish is not included in the service.

• Loss of Excel Apartments Property and Additional Charges–

• Lost Apartment keys/cards – from £20.00 – 150.00 or more for Key-fobs

• Excessive cleaning in Apartment – £30+ (Based on the apartment condition & status)

• Smoking fine – £50.00 to £250.00

• Disruption / Noise complaints – Subject to Management discretion

• Late checkout – £25 per hour (from 10.00 am maximum until 11.00 am, subject to availability) Please call 0208 037 2181 before 10pm (GMT) a day prior to your checkout to request and pay for the Late checkout on the following day. On all unauthorised late checkouts after 10am on the day, additional costs will be deducted from the damage deposit and the Company retains the discretion to choose the amount up to the full value of the refundable deposit.  

• Early check-in – £10 per hour (between 10.00 am and 15.00 pm – subject to availability and have to be requested and confirmed by us in advance)

• Damages made to the apartment during Guests stay will incur a fee.

Damage to the apartment or any of its contents will be charged to you at cost, plus 30% administration fee which will be deducted from the card details provided on arrival. Guests must notify us of all damages, lost or broken items or such issues requiring maintenance. (Please note a full breakdown can/will be provided upon request).

4.15. Health & Safety

We take the health & safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the apartment and building. Please contact a member of our team if required.

4.16. Quality and Feedback

We are committed to providing quality accommodation and conduct regular audits to ensure that standards are maintained at the apartments.  We also welcome feedback from our guests on/after departure. We value this feedback, which you provide us with useful information on how we can improve our services further.

​4.17. Complaints

In the unlikely event that you are dissatisfied with any aspect of your accommodation, please notify us as soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email at info@excel-apartments.com or you can call us on 0044 (0) 208 037 2181.

4.18. Privacy

All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy.

​4.19. General

We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their apartment immediately.  These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.