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Terms and Conditions


Thank you for booking a Portfolio serviced apartment. All bookings are subject to our terms & conditions as outlined in this document, therefore please ensure that all parties involved (e.g. bookers, agents & all guests booked to stay) have read and understood each item.
Should you have any queries or would like clarification, then please do not hesitate to contact us prior to your arrival – we are here to help!


Terms of Booking


All prices quoted on our website are in GBP and are an indicative rack rate, excluding VAT. All rates quoted are fully inclusive of utilities including council tax and TV license fee, 24 hour on-site parking (where available), satellite channels (where applicable), Wi-Fi access, linen, towels and weekly maid service (stays of 1 week or more).

Flexible stays are available at all Portfolio’s locations as follows:-

  • Stevenage – 28 nights minimum stay.
  • Hatfield – 28 nights minimum stay.
  • Welwyn Garden City – 28 nights minimum stay.

All guests or bookers need to complete a booking form and supply valid credit card details at the time of booking to cover any additional charges incurred/or pay rental (all subject to agreement with Portfolio). Portfolio Serviced Apartments reserve the right to deduct from the credit card details provided, all amounts chargeable under these conditions, including, but not limited to, further accommodation charges.

 

In the case of some longer stay guests, a minimum of £150 deposit may be taken from the card and held until the end of your stay.

 

Portfolio Serviced Apartments reserve the right to refuse key hand-over at their discretion, where a full refund will be given. In this instance Portfolio Serviced Apartments will not be held responsible for sourcing replacement accommodation or for any costs incurred.

 

All payments are due in advance of occupation by credit or debit card for the first 28 days. Payment will be debited from the card for your stay at the time of booking, subsequent charges will be due 14 days from arrival. We accept most types of credit card except Diners; please note Amex cards will attract a 3.5% fee.

 

There is no confirmed reservation until the guest registration details are received. Portfolio reserves the right to refuse any booking without stating a reason or to cancel, modify or alter arrangements made by the guest. In the unlikely event that the accommodation ceases to be available for the period of the booking, then Portfolio shall try to arrange alternative accommodation and if this is not acceptable to the guest, all monies paid shall be refunded to the guest in full, and the liability of Portfolio shall then cease.

 

If problems are experienced in obtaining funds from the credit card details provided, this may result in your booking being cancelled.

 

Security / Damage Deposit

 

The Guest is responsible for taking all reasonable care of the apartment, its fixtures and fittings and its contents. The Guest agrees to keep the accommodation in the same state of repair and conditions as at the commencement of the stay. We reserve the right to charge a security/damage deposit of a minimum of £150 per apartment to cover against loss and/or damage to the apartment, its fixtures and fittings and contents, for example but not limited to damage caused by negligence or deliberate act of vandalism by the Guest or their party, additional cleaning costs due to the apartment being left in an unacceptable state, excessive electricity usage, and breaches to regulations such as smoking in the apartment or causing any disturbance to other residents.

 

The apartments are forbidden to be used for parties or other non-residential activity without prior agreement.

 

Deposits may also be used by Portfolio in the event of unauthorised extra guests using the apartment and facilities, the loss of keys or parking permits or unauthorised removal of items from one apartment to another, for example but not limited to bedding, towels, linens and kitchen equipment.

 

We recommend that all Guests review equipment/condition with the Portfolio representative at the time of check-in. We will accept notification of damage found as pre-existing within the initial 24-hour period following the Guest’s arrival. Should the damage come to light after the Guest’s departure, we reserve the right to charge the card details provided upon arrival. Where the Guest denies responsibility for the reported loss/damage, we will accept the word of our staff as binding and the appropriate level of compensation will be deducted from the deposit. Guests should note that where appropriate, charges for damage will include a charge for the apartment being out of service while any remedial work takes place.

 

Check-in/Check-out:

 

Check-in is from 2pm and check-out is by 11am. Earlier check-in or later check-out times can only apply with prior approval by Portfolio.

 

Apartment Provision

 

Portfolio Serviced Apartments will provide a fully furnished apartment as specified, or of a similar standard and location for the dates as booked, for the rates as quoted. All apartments will be maintained and serviced by us including the weekly cleaning and linen change. All utilities will be paid for by us. Please note that we offer a set weekly cleaning rota, and guests will need to stay for at least 7 nights before the next weekly clean is scheduled. The cleaning is a weekly refreshment of linen, towels, light dusting/hoovering and not designed to be a guests personal deep cleaning, so please give consideration to the cleaner.

 

Portfolio operates a policy of continuous improvement and reserves the right to change/move furniture in all apartments. As such, whilst we make every effort to ensure accuracy and currency of all photographs, changes to furnishings may not be reflected in photographs displayed on this website.

 

Cancellations

 

If you need to cancel your booking, you are entitled to do so with no charge providing cancellation in writing (e-mail is acceptable to reservations@portfolio-group.co.uk) has been received as follows:-

 

28 days minimum notice is the cancellation we require as minimum notice. For extensions or early departure we also require a minimum 28 days notice, otherwise your apartment is not guaranteed.

 

Bookings are not transferrable to different dates and should this notice not be adhered to charges will apply as per the notice received. Once in-house, if you wish to leave earlier than originally booked, you will need to offer 28 days notice.

 

Amendments to your Booking

 

We pride ourselves on our flexibility and are happy to make amendments to your booking (e.g. change of dates, length of stay) wherever possible, providing the notice periods above (* see Cancellations) have been adhered to.

 

Extensions may be possible dependant on availability. Should the same apartment not be available we shall advise you of any alternative options we do have.

 

Changes to your Booking

 

On occasion, it may be necessary to re-allocate your apartment. In most cases this will be an identical apartment in either the same or similar development, however this may not always be possible. We shall endeavour to inform you of any changes prior to arrival.

 

Should none of these options be acceptable you may cancel the booking with no notice terms and receive a full refund, which will be deemed as full and final settlement.

 

In the very unlikely event that we will need to cancel your booking, we shall attempt to find a suitable alternative for you for the same price. Should this not be acceptable to you, or possible for us to find a suitable alternative, a full refund will be given deemed as full and final settlement.

 

We regret that we cannot accept liability for any loss, damage or additional expense where a booking needs to be altered or cancelled, or we are unable to perform our obligations due to events that could not have been reasonably foreseen or avoided, such as war, terrorist activity, natural/man-made disaster, adverse weather conditions etc.

 

Pets

 

We do not allow pets at any of our locations as per the terms of the building leases. Guests found to have pets will be asked to re-house them immediately and any losses caused from damages, infestations etc will be re-chargeable to the guest in full, together with an administration fee of £24 to the card details as provided, or taken from any deposits which may be held.

 

Smoking

 

All of our apartment types at all locations are strictly no smoking.

 

INSIDE ALL APARTMENTS

 

Guests found to be smoking, or evidence of smoking either during your stay or on departure will incur an instant fee of £180+VAT.

 

Guests will also be fully responsible for any damages/burns, additional cleaning or refurbishment work required from smoke damage. Any re-charges applicable will be made to the credit card details held or deducted from any deposit held.

 

Please be aware of the fire hazards associated with smoking, which will also be the full responsibility of the guest should an outbreak of fire occur

 

Number of Occupants

 

The maximum number of guests as confirmed at the time of booking are allowed to reside in the apartment – we reserve the right to refuse entry/evict should you be in breach of this condition.

 

The use of fold up beds are only permitted when arranged through us with a discretionary fee paid in advance. The fold up bed will generally be placed in the lounge and be provided with bed linen.

 

Should the unauthorised use of these items or additional guests be found, then a charge will be applied.

 

The apartment cannot be re-let/sublet to any other group/party without the prior knowledge and consent of Portfolio Serviced Apartments.

 

Noise Levels

 

A noise curfew is in operation at all locations between 11pm & 8am. Please kindly refrain from excessive noise levels/loud music at all times in consideration for other residents. Any complaints received will result in you being evicted immediately with no refunds due.

 

Hen/Stag/Parties of any Nature & Group Bookings

 

If guests are found to be holding parties/gatherings of any kind, you will be evicted immediately with no refunds due.

 

Nuisance Behaviour/Complaints of any Nature

 

Complaints of any type that are received will be taken very seriously and will be acted upon.

 

We operate a zero tolerance policy and must respond to any complaints received no matter what the nature or cause and are obliged to act in the interests of the development and it’s other residents, which will result in all guests involved being evicted immediately.

 

In this case no refunds will be due and we will not be held responsible for sourcing alternative accommodation or for paying any costs the guests/parties involved may incur as a result of the eviction.

 

Rights of Access

 

Representatives and sub-contractors of Portfolio Serviced Apartments have the right to access the property at any time for the purpose of carrying out essential maintenance/repair work or to carry out an inspection or viewing.

 

We will however, endeavour to contact you prior to entry and with the minimum of inconvenience to our guests, however we do reserve the right to access the apartment at any time without prior notice, if it is deemed necessary (e.g. to investigate the report of a leak to another apartment).

 

Additional Charges

 

Damages:-

 

Guests are fully responsible for taking all reasonable care of the property, its fixtures and fittings and its contents during your stay and we would expect you to leave the property in a good condition on departure.

 

If accidental damage does occur during your stay, then kindly let us know where we shall advise if any charges apply.

 

Any damages, missing items found either during or at the end of the stay will be advised and re-charged accordingly for either the repair or replacement ofthe item(s) to the credit card details held, or deducted from any deposit held. All re-charge costs will also incur a £24 administration fee.

 

If an apartment is left uninhabitable due to the extent of damage caused, we also reserve the right to charge for any loss in revenue in addition to the cost of the repairs.

 

Photographic evidence will be provided wherever possible.

 

Additional Cleaning:-

 

Our house-keepers will attend to the apartment on your departure, however we would request you leave the apartment in a tidy condition and ensure all washing up is attended to prior to leaving.

 

Any apartments requiring additional cleaning time due to their condition will incur a re-charge cost of the hours spent by our house-keepers @ £15 per hour and at a minimum charge of £30.

 

If in our opinion, further professional cleaning due to smoking, or upholstery or carpet cleaning is required due to spillages this will also be charged in addition to the cleaning fee as per the quotation or a minimum of £120.

 

Returning/Lost Keys:-

 

Keys will need to be returned on your agreed departure date no later than 11am (unless a later check-out has been agreed). On departing the property please lock the door and post keys as instructed.

 

Failure to return both sets of keys will result in a £150 + VAT charge.

 

If you lose your keys during your stay or lock yourself out of your apartment and will require re-entry, then a call out fee of £75+VAT will be payable within 48 hours.

 

Parking

 

We offer free parking at all of our apartment locations, but all guest must book car parking with the reservations team at least 4 days prior to arrival. Please ensure that you follow the instructions given to you at time of booking carefully and ensure you have parked in the correct bay for your apartment. Guests are responsible for the security of any vehicles they park in the car park. Travellers are recommended to ensure that they are covered by a valid travel insurance policy.

 

Declined Card Payments:-

 

In the event that additional charges are made (including accommodation charges) and payment cannot be obtained from the credit card details held for any reason, we shall invoice the booker/lead guest who will become responsible for payment of our invoice in full within 14 days.
Failure to pay will then result in further action being taken to recover the monies due.

 

Other Charges:-

 

Fold Up beds can be provided at an extra cost (subject to availability).

 

Early check-ins & Late check-outs may be available – please request at time of booking or prior to check-out.

 

Please do not presume you are able to check in early (prior to 2pm) or stay in apartments later than check out (no later than 11am) without having pre-booked this facility with us, as this is always subject to availability and will be subject to a charge which will be discussed at time of booking.

 

The time of keys being returned is recorded and therefore any guests found to be returning keys later than the agreed check-out time will be subject to the late-check out fee, unless otherwise agreed. We reserve the right to debit the card details provided in this instance.

 

Emergencies

 

In the case of an emergency with your apartment (e.g. you have a leak, no electricity) then please contact us at the office on 01438 791 031 between the hours of 9.00am & 6.00pm Monday to Friday.

 

Outside of office hours please use one of the following emergency number :-

 

Guest Services – 07402208111

 

Please note: that Sky issues, broadband connection issues, complaint(s) with apartment and any other customer service related issues are not deemed as emergencies and will NOT be dealt with on these numbers during out of office hours. These numbers are purely for EXTREME EMERGENCIES ONLY.
Please note; emergencies would be considered as leaks, electrical faults, plumbing issues, heating faults, non access to your apartment etc. Non-Emergencies will be dealt with on the next working day, or may incur a call out fee of £75 + VAT per hour. With this in mind we ask that you use this service only when necessary.

 

In this instance please e-mail us on info@Portfolio-Group.co.uk with your query or leave a message on 01438 791 031 and this will be dealt with promptly on the next working day.

 

Any call outs resulting in a non-emergency or through no fault of ourselves will be charged at £75+VAT and for each hour thereafter.

 

Personal Effects/Personal Injury/Insurance

 

Portfolio Serviced Apartments cannot be held responsible for any damage or loss to either your personal belongings, or for any personal injury that may occur during your stay.

 

Neither we, nor our representatives, can be held responsible for any circumstances beyond our control, including (but not limited to) mechanical breakdown, illness or failure of any public service supply.

 

We would highly recommend that all guests obtain appropriate travel and personal insurance cover, including contents cover for their personal effects as this is not provided or included as part of your booking.

 

Possessions : The proprietor(s) are not liable for the theft of or damage to any property left in a Portfolio apartment or in the car park. Guests must ensure that apartment doors and windows are securely locked when they are out and are recommended to use lock and chain the entrance door when in residence.

 

Liability


We use all reasonable efforts to ensure that the apartments offered by us are properly arranged and high standards are maintained. We accept responsibility to take reasonable care in the organisational aspects of the stay, however we are not liable and cannot be held responsible for the actions of other residents/owners or any other suppliers involved in your stay.

 

Complaints

 

We hope that you will have an enjoyable stay with us, but in the event that you are not entirely satisfied with any aspect of your stay or the service being provided by us, then please notify us as quickly as possible so that we can assist, by one of the following methods:-
Tel: 01438 791 031
E-mail: info@portfolio-group.co.uk

 

Acceptance of Terms & Conditions

 

All reservations and payment of charges are subject to these terms and conditions that are deemed to have been accepted in full by the booker and all persons/guests in the party/involved in the booking process. Bookings and payments purchase the right to be a guest within a PORTFOLIO apartment for and not exceeding the agreed number of nights specified in the booking confirmation.

 

The Terms & Conditions are binding. Acceptance of the agreement is implied and activated by payment for the booking and/or entry to stay in one or more of our apartments.

 

Portfolio reserves the right to refuse admission to any guest who has a booking if there are concerns about the security of its properties or safety of its staff and that of any sub-contractors.

 

The proprietor reserves the right to terminate residency without refund if any ‘rules’ or terms of stay are broken.

 

Guests are expressly forbidden from using the address of any Portfolio apartment to obtain goods or for use with a credit agreement of any kind. *
Thank you for choosing to stay with Portfolio. We look forward to your visit and will do everything possible to make your stay as pleasant and enjoyable as possible.