General Client Reservation Terms and Conditions

  1. Information about us
    1. We are SilverDoor Limited trading as Citybase Apartments (company number: 03950962) whose registered office is at Building 7, Chiswick Park, 566 Chiswick High Road, London, W4 5YG, United Kingdom (“us”, “we”, “our”) and are the world’s largest serviced apartment agent.
    2. Our website is available at (“Website”).
  2. Reservation Terms
    1. These General Client Reservation Terms and Conditions (“Terms”) set out the terms on which Citybase clients (“you”, “your”) can make reservations (“Reservations”) for serviced apartments (“Apartment(s)”) which are provided by our various apartment providers (“Apartment Providers”) by the means set out in these Terms.
  3. Our Group Companies
    1. You can make Reservations through us and also:
      1. SilverDoor Asia Pte Limited (“SilverDoor Asia”) and SilverDoor Americas Inc (“SilverDoor Americas”); and
      2. any of our subsidiaries or holding companies from time to time, and any subsidiary from time to time of our holding company (“Group Company”).
    2. Where SilverDoor Asia, SilverDoor Americas or any other Group Company makes a Reservation for you, these Terms will apply to such Reservation, unless otherwise agreed in writing by SilverDoor Asia or the relevant Group Company (whichever makes the Reservation).
  4. Website Reservation Requests
    1. You can use our Website to:
      1. search for an Apartment by selecting your desired location and dates of stay;
      2. select your preferred Apartment from the search results provided;
      3. view the current guideline charges for staying at the Apartment for the specified dates (“Apartment Charges”); and
      4. initiate a Reservation enquiry by:
        1. completing our website enquiry form on the Website at
        2. launching a live chat enquiry with us on the Website;
          (“Website Reservation Request”).
      5. where the functionality is made available on the Website, make a live Reservation, in accordance with clauses 4.7 to 4.9.
    2. Website Reservation Requests

    3. Upon receipt of your Website Reservation Request, we will confirm to you via email whether your preferred Apartment(s) is (or are) available on your preferred dates and the applicable Apartment Charges for your stay, including details of the cancellation policy.
    4. Where you wish to proceed with the Reservation you will be able to proceed to confirming the Reservation through our Website and making payment of the Apartment Charges via a secure payment page.
    5. Your Reservation will be subject to:
      1. the Apartment Provider confirming to us that it can accept the Reservation; and
      2. your payment of the Apartment Charges via a secure payment page or bank transfer.
    6. Where you make payment by card, once payment of the Apartment Charges has been taken:
      1. your Reservation will be confirmed;
      2. you will be taken to the Reservation confirmation page;
      3. you will also receive a confirmation email, which will amongst other things confirm (i) the Apartment address and location, (ii) the dates of your stay, (iii) the Apartment Charges, (iv) check-in and check-out times, (v) cancellation terms and (vi) Apartment contact details (“Apartment Reservation Confirmation”).
    7. Where you make payment by bank transfer, your Reservation will be confirmed upon our receipt of the Apartment Charges. You will then receive an Apartment Reservation Confirmation from us.
    8. Live Reservations

    9. Where the Website provides the functionality, you may make a live Reservation for any of the available Apartments by following the same initial search process as for a Website Reservation Request, as set out at clause 4.1, with the exception that you can:
      1. complete the live Reservation for an Apartment through the Website; and
      2. make payment of the Apartment Charges via a secure payment page linked to the Website without further reference to us.
    10. We will, as part of the live Reservation process, confirm with the Apartment Provider that it can accept the Reservation.
    11. Once payment of the Apartment Charges has been taken:
      1. the Reservation will be confirmed;
      2. you will be taken to the reservation confirmation page;
      3. you will receive a confirmation email with the Apartment Reservation Confirmation (with the details as set out at clause 4.5.3).
  5. General Reservations
    1. You may initiate a Reservation enquiry outside of our Website by:
      1. an email reservation enquiry via [email protected] or your Citybase contact;
      2. a telephone reservation enquiry via +44 (020) 8090 8080.
        (“General Reservation Enquiry”).
    2. Upon receiving a General Reservation Enquiry, we will endeavour to respond with a range of suitable Apartment suggestions that meet your requirements, including details of:
      1. the availability of Apartments in your desired location for the dates of your stay;
      2. the Apartment Charges and cancellation terms
        (“Apartment Suggestions”).
    3. If we are unable to offer any suitable Apartment Suggestions we will inform you accordingly.
    4. Upon receipt of our Apartment Suggestions, please let us know if any of these are suitable for your needs by email at our contact details set out at clause 34. You can provide us with your instruction to proceed with a Reservation for an Apartment Suggestion by getting in contact with us by email. Once we have received your email confirmation to proceed with a Reservation, we will endeavour to make that Reservation.
    5. Your Reservation will be subject to:
      1. the Apartment Provider confirming to us that it can accept the Reservation; and
      2. your payment of the Apartment Charges via a secure payment page or bank transfer.
    6. Once payment of the Apartment Charges has been taken:
      1. the Reservation will be confirmed;
      2. you will also receive a confirmation email with the Apartment Reservation Confirmation (with the details as set out at clause 4.5.3).
  6. Additional Reservation Provisions
    1. Please note that all Reservations for Apartments are subject to availability.
    2. In the event that we have not been able to make your Reservation, we will notify you and suggest suitable alternative Apartments.
    3. If you do not receive a confirmation email with an Apartment Reservation Confirmation, or if any of the information is incorrect, please let us know as soon as possible.
    4. Once payment of the Apartment Charges has been made by you in respect of a Reservation, we will arrange for the appropriate payment to be made to the relevant Apartment Provider.
  7. Sales Tax
    1. The Apartment Charges are given exclusive of any “Sales Tax” being any sales tax which is levied upon the provision of the Apartment. We will always provide you with details of any Sales Tax you have to pay. For example, in the United Kingdom VAT is payable at 20% on the first 28 nights of a stay and then at 4% from night 29 onwards of your stay.
    2. We shall notify you if the position regarding Sales Tax alters between the date your Reservation is confirmed by us and the date of your stay at the Apartment. In such circumstances, and if necessary to comply with applicable law, where the Sales Tax (i) has increased, we will require you to pay any additional Sales Tax, (ii) has reduced, we shall refund any overpayment of Sales Tax to you.
  8. Deposit
    1. The Apartment Provider may as a condition of the Reservation require a security deposit to cover any additional charges incurred and any damage or loss caused to the Apartment (Security Deposit).
    2. The Security Deposit may be requested by the Apartment Provider at any time before or on arrival. You agree to provide the Security Deposit if required and on the terms requested by the Apartment Provider or by us. The Apartment Provider may request the Security Deposit is made by the way of (i) a credit card pre-authorisation or (ii) a physical cash deposit.
  9. Age
    1. We require that you are least 18 years of age to make a Reservation. This applies where you are making a Reservation on your own behalf and/or for any Guests.
  10. Card Payments
    1. We only accept payment by credit card or bank transfer. We do not accept payment by any other card method.
    2. We require that any user of a personal credit card or debit card should be at least 18 years of age.
  11. Administration Fee
    1. We apply an administration fee of £3.50 for each payment you make in relation to a Reservation, irrespective of the payment method you use.
  12. Currency
    1. You will pay the Apartment Charges in the currency we notify to you during the Reservation process, or such other currency we agree with you in writing.
  13. Apartment Information
    1. We carefully select our Apartment Providers and take precautions to ensure that the information concerning the Apartment is accurate, complete and up to date. We do, however, receive much of the information and materials regarding the Apartments from our Apartment Providers. We do not make any warranties or representations regarding any material and/or information provided by the Apartment Provider. We only provide information regarding an Apartment as an agent for the Apartment Provider.
    2. Further to clause 13.1:
      1. we will assist you where there is an issue in relation to information provided by the Apartment Providers;
      2. we will make any necessary changes to Apartment information provided where we become aware of any errors in information regarding an Apartment.
  14. Information and assistance
    1. We may during the Reservation process require certain assistance and information from you, such as your contact details, the number of guests staying, their names and contact details, etc. You agree that you will promptly provide us with all such assistance and information that we may require and in relation to the information that it will be accurate, truthful, complete and up-to-date. Furthermore you agree to notify us immediately if there are any changes to such information.
  15. Data Protection
    1. Any information you provide to us will be handled in accordance with our Privacy and Cookies Policy at
    2. Where you provide us with information about a third party (including Guests), you confirm that you have their authority to provide such information to us for use in accordance with our Privacy and Cookies Policy.
    3. You acknowledge that we may pass information to the Apartment Providers and we will not be responsible for the use made by them of that information.
  16. Apartment Provider’s General Policies
    1. You agree that your Reservation will be subject to these Terms and that in relation to your use of the Apartment you agree to be bound by these Terms and by any general policies, rules, terms or conditions of the Apartment Provider (“Apartment Provider’s General Policies”).
    2. We will provide you with the Apartment Provider’s General Policies where the Apartment Provider has supplied them to us.
    3. Where the Apartment Provider has not supplied us with the Apartment Provider’s General Policies, you (or any Guests) should ask the Apartment Provider for a copy upon check-in at the Apartment.
    4. We wish to highlight that some Apartment Providers require Guests to provide photographic identification (e.g. passport) upon check-in to the Apartment. The Apartment Provider may take a copy of any photographic identification provided for its records. The Apartment Provider’s taking of copies (and retention of such copies) of any photographic identification is a matter between the Apartment Provider and you. We do not receive a copy of any photo and assume no responsibility for the Apartment Provider’s use of it.
  17. Making Reservations on behalf of Third Parties
    1. If you are making the Reservation on somebody else’s behalf and/or any other third party will be making use of the Apartments (“Guest”) you, in addition, will procure the Guests compliance at all times with such Terms and the Apartment Provider’s General Policies as if they referred to you under these Terms.
    2. In the event a Guest breaches any of these Terms or the Apartment Provider’s General Policies such a breach will for the purpose of these Terms be considered a breach by you.
  18. Change and cancellation (BY YOU)
    1. Where you are a consumer, you benefit from consumer regulations when purchasing certain things online, including a right to cancel a contract within 14 days of entering into it. You do not benefit from such cancellation rights in relation to contracts for the provision of accommodation. See the following link for more information . You will therefore not be able to cancel any Reservation which has been accepted by and Apartment Provider under these Terms.
    2. Further to clause 18.1, once your Reservation has been confirmed by our Apartment Provider, your right to make a change to your Reservation or to make a cancellation will be subject to:
      1. any rights set out in the Apartment Reservation Confirmation, or indicated to you in writing during the Reservation process; and
      2. the Apartment Provider’s General Policies, which will provide details of such cancellation rights.
    3. If you would like to make a cancellation or make any change to your Reservation, please contact us. We will try to make changes to or cancel your Reservation, however, we cannot commit to being able to make any changes or cancellations once a Reservation has been made.
    4. Please note that if you contact us outside of our normal office hours (as set out in clause 34 below) your request will only be classed to have been received on the next working day.
  19. Change, cancellation or termination (by us or the Apartment Provider)
    1. In the unlikely event that the Apartment becomes unavailable on the dates that you have made the Reservation for we will let you know as soon as possible. Our liability to you will be limited to finding suitable, equivalent, alternative accommodation or obtaining a refund of any Apartment Charges you have paid. Neither we, nor the Apartment Provider, will be liable to you for any indirect or consequential loss.
    2. We will be entitled to terminate our agreement with you and/or your Reservation immediately in the event where:
      1. you fail to pay any sums when they fall due under these Terms;
      2. you (or any Guest(s)) otherwise breach any of these Terms or the Apartment Provider’s General Policies
    3. Following our termination in accordance with clause 19.2:
      1. you will vacate the Apartment immediately; and
      2. you will procure that any Guest will vacate the Apartment immediately.
  20. Special Requests
    1. If you make any special requests, we will pass this information on to the Apartment Provider but we cannot guarantee that they will be able to satisfy your request.
  21. Pets
    1. Please note that you are not permitted to allow pets (or any other animals) into the Apartments without our prior written approval. If you wish to bring your pet with you to the Apartment, please contact us.
    2. If we, or the Apartment Provider, have agreed to you having a pet in the Apartment, you will be required to comply with any additional rules made available by the Apartment Provider in relation to the same. Furthermore, a security deposit will be required which will be refundable at the end of your stay, provided the Apartment has been left in a satisfactory condition. Please also note that an additional cleaning fee will be required on departure and details of these will be provided to you in advance.
  22. Health & Safety
    1. We will endeavour to pass on to you any information we receive from the Apartment Provider relating to its health and safety policies, but because we do not own or manage the Apartments, we cannot and do not provide any warranty or representation in respect of health and safety related matters concerning the Apartments (including the Apartment Provider’s health and safety policies) or the condition of the Apartments.
    2. Please contact us if you have any questions regarding the Apartment Provider’s health and safety policies or you become aware of any health and safety issues during your stay.
  23. Insurance
    1. We recommend that you and any Guests take out travel insurance cover for your stay at the Apartment, including coverage for your personal possessions.
  24. Currency Conversion
    1. We provide a currency conversion tool on our Website. You should only use the currency conversion tool as a guide and it is for indicative purposes only.
  25. What To Do If There Is A Problem
    1. We will provide you with reasonable assistance if you have an issue in respect of the Reservations, the Apartment, your use of it or any acts or omissions of the Apartment Provider (Apartment Issue). Please contact us immediately if you have an Apartment Issue. We will try to help, including taking the Apartment Issue up with the Apartment Provider
  26. Liability
    1. We act as a reservation agent for and on behalf of our Apartment Providers and liaise with the Apartment Provider to complete the Reservation on your behalf. We do not own any of the Apartments featured on our Website. The Apartments are (i) owned and operated by the Apartment Providers, or (ii) owned by third party landlords who appoint the Apartment Providers to take reservations for the Apartments on the landlord’s behalf or allow Apartment Providers to take reservations on their own behalf.
    2. We are not responsible for your (or a Guests) use of the Apartment or any acts or omissions of the Apartment Provider. We will attempt to help you resolve any issues as set out in clause 25. Ultimately, though, it is the Apartment Provider who is responsible directly to you for the Apartment. Our obligation to you in relation to any issues regarding the Apartment are set out in clause 25.
    3. Subject to clause 26.6, the only liability we may have to you in relation to a Reservation or a Apartment will be:
      1. to the extent that we make any errors or provide inaccurate information concerning the Apartments as set out in the Apartment Reservation Confirmation, provided the error or inaccuracy was entirely our mistake (determined by us acting reasonably) and not the mistake of the Apartment Provider; or
      2. to the extent that we make any error in relation to the Reservation itself (for example, reserving the wrong number of nights) again provided such error was our mistake and not the mistake of the Apartment Provider.
    4. Any liability we do have to you will in any event be limited to the Apartment Charges that you pay to us in relation to the Reservation (or Reservations) to which such liability relates.
    5. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms. However, we are not responsible for any loss or damage that is not foreseeable.
    6. Nothing in these Terms seeks to limit or exclude our liability for death or personal injury which is caused by our negligence or for any other matter which we are not permitted by law to limit or exclude.
    7. Where relevant we will have no contractual liability whatsoever to any Guest on whose behalf you have reserved the Apartment for and it is your responsibility to explain to them the basis upon which the Reservation has been made.
    8. All warranties, expressed or implied whether by statute, common law or otherwise are excluded to the fullest extent permitted by law.
  27. Indemnity
    1. You agree to compensate us against all and any loss, damages and costs sustained by us arising out of any breach by you (or any person or people on whose behalf you make a Reservation for or who otherwise use the Apartment) of any of these Terms or the Apartment Provider’s General Policies.
  28. Events Beyond Our Reasonable Control
    1. We will not be in breach of our obligations under these Terms nor liable for delay in performing, or failure to perform, any of our obligations under these Terms if such delay or failure results from events, circumstances or causes beyond our reasonable control.
  29. Transfer of your rights
    1. You may not assign, transfer or license any of your rights or obligations under these Terms.
  30. Variation
    1. We may amend these Terms from time to time and make the revised and updated version available on our Website.
    2. Where we amend these Terms, any revisions or amendments will not impact upon any Reservations confirmed prior to the date of variation of these Terms, unless required by applicable law.
  31. Illegality
    1. If any provision of these Terms is prohibited by law or judged by a court to be unlawful, void or unenforceable, the provision will, to the extent required, be severed from these Terms and rendered ineffective as far as possible without modifying the remaining provisions of these Terms, and will not in any way affect any other circumstances or the validity or enforcement of these Terms.
  32. Rights of third parties
    1. Subject to clause 32.2, no party other than we or you may enforce any provision under such Terms.
    2. Any Group Company (including SilverDoor Asia or SilverDoor Americas) may enforce these Terms in relation to a Reservation it has made.
  33. Applicable law and jurisdiction
    1. These Terms will be governed by the laws of England and Wales and the English courts will have exclusive jurisdiction in relation to any dispute with respect to the subject matter or construction of these Terms.
  34. Contacting us
    1. You can contact us by:
      1. emailing us at [email protected] or
      2. submitting an enquiry on our website at
    2. Alternatively, you can phone us on +44 (0)20 8090 8080 and speak to one of our apartment experts who can deal with any questions you may have.
    3. Our office is open Monday - Friday: 09:00 - 18:00 (UK) and except for public holidays in the relevant locations, during which time these offices will be closed.
Version 1.0 (November 2018)