Please read these booking terms and conditions carefully before placing your booking. These Terms form a binding legal agreement and by placing a booking with us you and your booker are agreeing to be bound by these Terms.

1. Definitions and Interpretation

“Croft Living” is a trading name of Portland Brown Limited (company number 5452350) whose registered office is at 22 Stokes Croft, Bristol, BS1 3PR.

“We”, “us” or “our”, means Croft Living which is a trading name of Portland Brown Limited (company number 5452350) whose registered office is at 22 Stokes Croft, Bristol, BS1 3PR.

‘’You’’, ‘’Your’’ or “Guest” means the person or people making a booking with Croft Living and staying at the Property including any visitors to the Property.

“Booker” means any company responsible for making a booking or the person paying for a booking on behalf of any private individual.

“Booking” means the grant of a temporary license to occupy a Property for short-term accommodation purposes only, along with any additional or sundry services and items supplied in relation to the accommodation.

“Property” means the above stated property address or any other property allocated by us to you in accordance with Section 10.

“Force Majeure Event” means circumstances where we are unable to perform our contractual obligations as a result of events beyond our reasonable control, or, could not, even will all due care, foresee or avoid, such as but not limited to war or threat of war, riots, civil strife, terrorist activity, epidemic, pandemic, industrial action, natural or nuclear disaster, fire, adverse weather conditions, closure of airports or ports, technical problems with transport, governmental action, cancellation of head leases, changes of statutory licences and all other similar events.

“Terms” means these Booking Terms and Conditions

“Booking Confirmation” means a Croft Living branded written confirmation that has been issued to you by us via email. A Booking Confirmation will only be issued once any required payment has been received by us and these Terms have been accepted by you.

2. Document check

In order to secure your property and complete your application we require the following within 24 hours of issuing these terms:

• Signed Terms and Conditions
• Valid Identification - Send a valid copy of your passport or driving license and visa (if applicable) to lettings@croftliving.co.uk
• Proof of permanent home address - Send a utility bill or bank statement showing your permanent home address to lettings@croftliving.co.uk - the bill must be less than 3 months old
• Payment of initial invoice - Showing as cleared, funds in our account, within 24 hours of signing our Terms & Conditions

3. License to Occupy

You acknowledge that any booking or payment made in respect of the Property constitutes the grant of a temporary license to occupy the Property for holiday, temporary or short-term accommodation purposes only. The Booking does not create a tenancy, lease, or any other interest in land, nor does it grant you exclusive possession of the Property.

The license is granted outside the provisions of the Housing Act (1988) as amended and The Renters Reform Act (2025) and you shall not be entitled to any security of tenure or statutory protection under that or any related legislation. We retain control, possession and management of the Property at all times, and reserve the right to enter the Property at reasonable times for inspection, maintenance or other legitimate purposes.

4. Booking Confirmation

A contract will come into effect between you and us when we issue you with a Booking Confirmation in relation to booking. The contract is subject to these Terms.

We have the right to refuse any booking prior to the issue of your written confirmation and, if we do this, we will tell you in writing and promptly refund any money you have paid us.

When you receive your Booking Confirmation, you must check the details carefully and if anything is incorrect you should notify us immediately.

5. Term

Your Booking is for a fixed term with a start and end date in accordance with the stated Term Start Date and Term End Date on page 1 of these Terms and you may not cancel your booking prior to the agreed Term End Date.

For the avoidance of doubt, you do not have the right to occupy the Property beyond the Term End Date unless an extension of your booking has been agreed by us in writing and any payments due in relation to the extended term have been received by us.

6. Rate

All rates are quoted as a rate per night and are specific to, and must be confirmed in respect of, each booking.Your rate amount is inclusive of costs for gas (if applicable), electricity, water, heating, TV license, council tax and broadband wireless internet.

7.1 Deposit

A £1,000.00 damage deposit is payable along with your first month's payment. This must be paid in line with your payment terms outlined in section 8.1.

Your damage deposit will be refunded to you once a full checkout inspection has been performed; this may take up to a maximum of 30 days. If damage to the Property has occurred during your Booking or furnishing consumables are missing, we reserve the right to deduct the cost to fix the damage or replace the furnishing consumables from your deposit.

7.2 Deposit Returns

Deposit returns will be paid to the bank account, or payment card, from which the original payment was made.

8.1 Payment Terms

You are responsible for all charges relating to the Booking including ensuring that any and all additional, or sundry, charges are paid.

Payment for your first month, deposit and inventory is due upon booking. We invoice monthly, so if your booking is longer than a month, you will be invoiced for each subsequent month 20 days in advance of the following month. Payment must be received 14 days prior to the following month.

8.2 Late Payment

n the event that a payment becomes overdue, we reserve the right to charge interest at 6% APR above the Bank of England base rate, plus a further admin fee of £100 plus VAT.

Interest is charged on the overdue amount including VAT and will accrue on a daily basis; this is in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

In the event that a payment becomes overdue we reserve the right to cancel your booking. If your booking is cancelled for this reason, it shall be treated as a cancellation by you and section 6 will apply.

8.3 Errors and Disputes

You must inform us before the invoice becomes overdue, of any errors or changes necessary to process the payment.

We reserve the right to charge the late payment charges under section 8.2 of the Terms if payment is not made on time as a result of an unreported error.

Should there be a dispute over a component of an invoice you will pay the undisputed amount within the above payment terms. For example, if you believe that you have been invoiced incorrectly for 21 nights instead of 20, you will pay for the 20 nights within the above payment terms.

Failure to make payment for the undisputed amount will result in the above penalty charges becoming payable.

8.4 Refunds

In the event that a refund is agreed, the refunded amount will be paid to the bank account, or payment card, from which the original payment was made.

9. If You wish to Cancel or Extend your Booking

You may not cancel your booking prior to the agreed Term End Date as stated on page 1 of these terms. If you wish to extend your booking you may request to do so. Any extension to your booking is subject to availability and a rate review and ultimately offered at our sole discretion. In accordance with clause 5 an extension will only be confirmed once it has been agreed by us in writing and any payments due in relation to the extended term have been received by us.

If you have received a discounted rate based on a duration of booking, e.g. for a longer period, and you cancel before the agreed check out date, we reserve the right to bill back the duration of the stay at the non-discounted rate.

10. If We Cancel or Change a Booking

We do not expect to have to make any changes to your booking, but occasionally problems occur, and bookings have to be changed or cancelled. If this does happen, we will contact you by e-mail and following up by telephone where reasonably possible in the case of a significant change or cancellation, as soon as is reasonably practical, to explain what has happened and inform you of the cancellation or change.

If the change is not acceptable to you or your booking has to be cancelled by us, we will, if possible and as soon as reasonably practical, offer you a suitable alternative apartment of similar type and standard for the same dates. We also reserve the right to offer you a higher specification or larger property which may be at a higher rate. You are under no obligation to accept this higher priced accommodation but if you do you may be asked to immediately top up your rate.

If you do not wish to accept a significant change and we cannot offer you a suitable alternative apartment, a refund of any monies paid by you may be made by us at our sole discretion and in accordance with clause 23.You are required to tell us as soon as reasonably possible, and certainly within 1 working day, whether you wish to accept any change or alternative apartment offered.

We will try to contact you by e-mail or telephone to gain a response. In the unlikely event that you fail to tell us that you wish to accept any change or alternative apartment we are entitled to assume you wish to cancel your booking.

We will not be liable for any additional costs or charges you incur in arranging alternative accommodation.

11. Breach of Terms

If at any time we become aware of any breach of these terms any antisocial behaviour or damage to the Property on the part of you or the Guest, we may cancel the booking and evict all guests immediately.Wherever possible, all parties will be notified but failure to reach any or all parties will not prevent the eviction from taking place.

In such circumstances, we reserve the right to pack and remove all personal items from the property to an alternative secure location until contact can be made.

Where appropriate, we reserve the right to change any lock or other access systems.

If we evict for the above reasons, this will be treated as a cancellation by you and section 6 will apply.

No refund of any monies you have paid in respect of your booking will be made and we will not have any liability to you as a result of this situation arising including, for example, any costs or expenses you incur due to not being able to occupy the property, such as the cost of securing alternative accommodation.

In this situation, we are not under any obligation to find alternative accommodation for you or for the guest. In addition, section 24 will apply.

Following a termination of agreement and a booking you, along with any visitors, will vacate the property immediately. As a booker you are required to ensure that any guest or visitor vacate the property immediately.

12. Occupants

Only persons notified to us prior to your booking start date and/or listed on our written confirmation of booking may occupy the Property.

You agree not to use the apartment for any commercial purpose. Under no circumstances may the property be re-let or sublet to any other party by you or the guest, including without limitation assigning or subletting the property or otherwise allowing anyone to occupy it who has not previously been accepted in writing by us. The number of persons permitted to occupy the apartment is limited to the number listed on page 1 of these Terms and you may not change the composition of the occupants during their occupation of the apartment without our permission in writing.

If it becomes apparent that the guests arriving to or residing in the Property are not the persons notified to us then this will constitute a breach of terms and we may immediately cancel the booking and repossess the apartment in line with the process outlined in section 8 above. If we do so, this will be treated as a cancellation by you and section 9 will apply.

13. Checking in and checking out

We will contact you prior to your arrival, so that we may allocate you a time to be met by one of our representatives. If you are delayed or cannot attend at your allocated time, for whatever reason, you must notify us by telephone as soon as possible. Failure to notify us of any deviations to your arrival time may result in you incurring a charge.

Prior to your arrival we will carry out an inventory and schedule of condition at the Property. You are entitled to view a copy of the inventory and schedule of condition at any time on request. If you would like to make any comments or representations on the apartment inventory you are entitled to do so provided such representations are received by us no later than 48 hours following your arrival to the Property.

We are entitled, at our sole and absolute discretion, to refuse to grant access to you or to repossess the apartment (which includes the fixtures, fittings, furnishings and decorations) if we reasonably believe that any antisocial behaviour, breach of terms or any agreement entered into, or damage, is likely to be caused, has been caused or is being caused by you or any occupants of the apartment.

These circumstances will be treated as a cancellation by you and section 9 will apply.

You will still be liable for any monies due on the apartment and we will have no liability to you, or the guest, as a result of this situation arising, for example, any costs or expenses incurred due to not being able to occupy the apartment.

In this situation, we are not under any obligation to find any alternative accommodation for you and have no liability to you as a result, for example for costs incurred securing alternative accommodation.

On arrival you may be required to provide photographic proof of your identity (e.g. a passport or photo-card driving licence) and proof of address, to ensure that we are giving access to the person that the property has been booked for.

Copies may be taken of these for our records and these will be stored on our encrypted CRM system in accordance with our data privacy policy.

You are required to sign a Guest Registration Card prior to your booking start date, which reaffirms your responsibilities in terms of the property and sundry charges, and compliance with applicable terms Liability for any damage, loss, or additional costs arising from your use or occupation of the Property, including any incidental or sundry charges incurred shall be joint and several as between you and the booker, such that we may recover the full amount of any such sums from either or both of you.

Where payment or reimbursement is due in relation to any damages from a guest, the booker agrees to provide assistance and support to us as required to ensure communication and payment is forthcoming from the guest.At the end of your stay, the departure time is 10am on the morning of the departure date. If there is any delay in vacating the apartment beyond the agreed time, a full day's rate may be charged to you for each additional day's (or part thereof) occupation. You are required to leave the property in the same clean and tidy condition as per your arrival. If you have paid for a clean at the point of your booking we will arrange for a clean to take place following your departure. If you have not then you will need to make arrangements for a professional clean or pay for us to organise this on your behalf.

14. Facilities and Services

All apartments are furnished to a high standard and include a kitchen equipped with appliances, cutlery, crockery and kitchen utensils.

Unless otherwise specified, the prices quoted include a weekly cleaning service, weekly linen change, heating, electricity, gas, water, council taxes, television license and internet line rental charges.

Internet usage is not chargeable or restricted but is subject to a fair usage policy. Internet speeds in London very significantly and we are unable to guarantee specific Mbps rates in your booked apartment. Furthermore we can accept no liability for internet outages that are for reasons outside our control.

Landline telephones are not provided and use of landline telephones is not permitted. If any charges are incurred in relation to landline telephone calls made from the property these will be charged to you.Sections 8.1 and 8.2 will apply to invoices for any additional charges incurred at the property or in relation to your booking.

We are not responsible for any failure or interruption of services to the apartment, including electricity, water, internet or data connection, or any damage, disruption or noise, unless due to our negligence or misconduct.Our insurance does not cover loss of or damage to any personal belongings, valuables, or effects of guests or visitors. Guests are responsible for the security and insurance of their own property at all times and are advised to obtain appropriate personal or travel insurance to cover such risks.

15. Pets

Unless agreed in writing, no pets other than registered support dogs are allowed in any of the apartments.When a pet is permitted to stay in an apartment the following payments must be made prior to your booking start date:

• Refundable pet security deposit,
• Additional cleaning fee,
• Pet Licensing Fee.

All fees will be shared at time of booking and a Pet Agreement must also be signed.

16. Smoking & Vaping

We operate a NO SMOKING OR VAPING POLICY.

Smoking or vaping is strictly prohibited within the apartments and all communal areas of the building. If, in our reasonable opinion, smoking or vaping has occurred in an apartment during your stay, we reserve the right to charge an additional cleaning fee for each occasion that the smoking or vaping occurs. Our determination regarding any such occurrence shall be final.

You, and any other occupants of the apartment, will be asked to cease smoking or vaping with immediate effect. If you continue to smoke or vape, we reserve the right to evict you immediately.

In these situations, this will be treated as a cancellation by you and section 6 will apply.

The charge for cleaning and deodorising, will be confirmed at the time, however it shall be no less than £300 plus VAT. In addition, you will be liable for any charges incurred by us if we have to relocate any guests whilst the apartment is being deodorised.

17. E-Scooters & E-Bikes, Lithium-ion Batteries

No electric scooters or electric bikes may be brought into, stored within or charged at the Property or common areas of a building under any circumstances. This contravenes our fire safety policy due to the significant fire risks associated with lithium-ion batteries.

If we find E-Scooters or E-Bikes within a Property or common areas of a building, we will ask you to remove them and they must be removed immediately. If you fail to remove them we will reserve the right to evict you immediately and this will be treated as a cancellation by you and section 9 will apply.

18. Damages

Liability for any damage, loss, or additional costs arising from your use or occupation of the Property shall be joint and several as between you and the booker, such that we may recover the full amount of any such sums from either or both of you.

Where payment or reimbursement is due in relation to any damages from a guest, the booker agrees to provide assistance and support to us as required to ensure communication and payment is forthcoming from the guest.You, and anyone who occupies the apartment with you, agrees to keep the apartment (including all equipment, utensils, furniture etc.) clean and tidy throughout the duration of the stay and to leave the apartment (including all equipment, utensils, furniture etc.) in a similar condition as found upon arrival.

Any damage to the property must be reported to us without delay. Should any such damage, fair wear and tear excepted, be identified as caused by the negligence, act or omission of the guest, charges will apply. Any invoice in relation to the above, will include a 20% administration fee.

No items may be removed from the apartment. Should this be found to be the case, all costs to replace said items will be re-charged, including VAT, plus a 20% admin fee.

19. Data Protection

For the purposes of the General Data Protection Regulation (GDPR), we may be either a Controller or Processor of personal data provided to us by customers and prospective customers.

Any processing of Personal Data shall be done pursuant to our privacy notice found here: https://www.portlandbrown.com/privacy-policy

and our Data Processing Addendum can be found here:https://www.portlandbrown.com/data-processing-addendum

20. Rights of access

You must allow us and any representative of ours (including subcontractors) access to the apartment at any reasonable time during your occupation.

We aim to provide at least 24 hours’ notice to you and will attempt to comply with any reasonable requests in relation to the access.

In cases of emergency, or where a problem needs remedying quickly and you cannot be contacted in time, or we are refused access without good reason, we are entitled to enter the apartment at any time without giving you prior notice.

In any case where reasonable notice has not been given, or cannot be given, any such entry into your apartment will be supervised by a member of our staff as appropriate.

We are entitled to carry out inspections of the apartment every 30 days and will schedule at least one inspection during the course of your stay.

We reserve the right to enter the property at any time and for the avoidance of doubt neither you nor the guest have the right to private or exclusive use of the property or any part of it.

21. Security of Tenure

All bookings are made as a licence to occupy a property for use as serviced temporary accommodation and are not assured tenancies subject to legislation including the Landlord and Tenant Act 1985, the Housing Act 1998 or the Housing Act 2004.

You acknowledge that you, whether Guest or Booker, have no security of tenure at the property, and in accordance with clause 10 and clause 11 we retain the right to change or cancel your booking at the property at any time.

22. Information

We aim to ensure that the information provided is accurately conveyed at all times on our website, brochure and other promotional literature or material produced and circulated by us. However, information and prices stated on such material may have changed by the time you come to book.

Whilst every effort is made to ensure the accuracy of our website, brochure or other material and prices at the time of releasing or printing, changes and errors occasionally occur. You must ensure you check all details of your chosen apartment and arrangements with us at the time of booking and check the details on your booking confirmation are correct.

We do not accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and/or services, except in the case of our negligence. We will, however, use our reasonable endeavours to notify you of any changes to or inaccuracies in any information contained in the website/brochure or otherwise provided to you as soon as reasonably practical after we become aware of the change or inaccuracy.

23. Force Majeure

We will not be liable for any changes, cancellations, effects on your stay, loss, damage or expenses suffered by you if your booking needs to be cancelled or changed or for any failure by us to perform or properly perform any of our obligations to you which is due to any Force Majeure Event.

No compensation, expenses, costs or other sums of any description (including without limitation the cost of securing alternative accommodation) will be payable by us in such circumstances.

Furthermore, failure to check in on the booking start date and/or any cancellations of bookings (or part bookings) by you, owing to disruption to or cancellation of your travel arrangements, whether caused by a Force Majeure Event or any other reason, will not reduce or remove your liability for the full cost of the booking. You are therefore advised to take out adequate insurance to cover your losses in such situations.

24. Liability

Nothing in these Terms shall affect your statutory rights.

We will have no liability for any death or personal injury unless it results from our negligence, that of our employees (providing they were at the time acting in the course of their employment) or our Agents. You must take all necessary steps to safeguard your personal property, including that personal insurance policies are in place as appropriate. No liability is accepted by us in respect of damage to, theft of, or loss of, your personal property.

Our insurance does not cover theft of loss of or damage to any personal belongings, valuables, or effects of guests or visitors. Guests are responsible for the security and insurance of their own property at all times and are therefore advised to obtain appropriate personal or travel insurance to cover such risks.

To the extent permitted by law, neither we nor any of our officers, directors, employees, representatives or agents shall be liable to you or any guest (whether in contract, tort or otherwise) (including without limitation negligence) and/or breach of statutory duty, for any losses, costs, claims, loss of or damage to goodwill or reputation, damages or expenses including, without limitation, loss of profits, revenue or income (whether actual or potential), loss of business (whether actual or potential) or for any indirect or consequential (including economic) loss of any kind.

Our total liability to you, howsoever arising, as a result of or in connection with your booking, these Terms, or our Data Processing Agreement shall be limited to the total amount paid by you to us for such booking affected by the liability. We shall not be responsible for any cancellations, failure to perform or delay in performing any obligation under this Agreement and we will not be responsible for any costs or expenses to the extent that cancellations or failure to perform or delays in performing obligations under this Agreement are a result of a Force Majeure Event.

25. Complaints

Every effort has been made to ensure that your booking meets your expectations. If, however, you have any cause for complaint we want to ensure that remedial action is taken as soon as possible.

It is essential that you contact us immediately if any problem arises so that it can be speedily resolved. We ask that we are promptly notified within 12 hours of the issue arising to be accorded adequate time to address / resolve difficulties.

Discussion of any criticisms with us whilst you are in residence will usually enable shortcomings to be rectified straightaway. For example, complaints of a transient nature (for example, regarding heating of the property) cannot possibly be investigated unless registered whilst you are in residence.

Our complaints procedure is as follows:

• Email your complaint to lettings@croftliving.co.uk
• You will receive a response within one working week

If you remain unhappy with our response, then you must, within 30 days of the end of your stay, put your complaint in writing to us by recorded delivery, sent to:

FAO General Manager, Portland Brown, 22 Stokes Croft, Bristol, BS1 3PR.

26. Law, Jurisdiction and General

These Terms, and all matters arising in relation to your booking, shall be interpreted, construed and enforced in all respects in accordance with the Laws of England and Wales, and you and we each irrevocably agree to submit to the exclusive jurisdiction of the English Courts over any matter or claim arising from or in connection therewith. The place of performance shall be England.

If any provision of these Terms is held to be unlawful, void or unenforceable then that provision shall be deemed deleted and its deletion shall not affect the validity and enforceability of the remaining provisions.

Your booking is personal to you, and you may not assign or transfer it in whole or in part. You may however substitute occupants by giving us notice in writing prior to occupation and once agreed in full by us. These Terms, and the documents referred to in them set out the entire agreement between us and you and supersede any previous agreements between us relating to the subject matter of these terms. By booking accommodation through us you are acknowledging that you have not relied on any representation, warranty, agreement or statement which is not set out in these Terms and that you will not have any right or remedy arising out of any such representation, warranty, agreement or statement.

27. Property Management Service Level Agreement

If there is a maintenance problem with your apartment, we want to know about it. Please contact us in the following ways. Monday to Friday between the hours of 9am and 5pm by calling 0330 0240 102 or emailing lettings@croftliving.co.uk.

In the event of an out of hours' emergency such as fire or flood please call the telephone number provided above. Please note, however, that issues that are not considered an emergency will not be addressed until the following working day.

In Event of Fire

The apartment is fitted with a smoke alarm which must not be tampered with. In the event of a fire, you should only attempt to fight the fire if it is safe to do so. If unable to extinguish the fire safely, then you should raise the alarm by dialling 999 and asking for the fire services. Do not attempt to use the lift in the event of a fire. Once you are in a safe position and the fire services have been called, please telephone our offices on the number above.

Keys

If you lose your keys or are otherwise locked out of your apartment, with no immediate means of access, please call us and we will attend the apartment to let you in. You are not entitled to make any amendments to the locks yourself, any attempt to do so would be in breach of your contract.

Please note:

• During the hours of 9am and 5pm - we will attend to let you into the apartment as soon as we can, a callout fee of £100+vat is applicable. Should the loss of keys result in a lock change this will be charged to you at cost, along with the cutting of replacement keys. Please note this can be up to and in excess of £350.00.
• Outside of business hours - will result in a 24-hour locksmith call out where the locks to the apartment will be changed. The replacement of the lock and cutting of all keys will be charged to you at cost which is likely to be in excess of £350.00.

Cleaning

Unless otherwise specified, the prices quoted do not include a weekly clean of the apartment. You are required to keep the apartment clean and tidy during the duration of your stay. Should we become aware that the apartment is not being kept in a clean and tidy fashion we reserve the right to arrange for the apartment to be cleaned as soon as possible, you will be liable for the full charge of this clean which could cost up to £350.00.

Inspection

Your apartment will be subject to regular and/or mid-term inspections - you do not need to be present and will be provided with at least 24hrs prior notice.

28. Your Agreement

I agree that I and any other resident or visitor to the apartment in the duration of my booking will be bound by the above terms and conditions.