We are SilverDoor Limited, trading as Citybase Apartments, whose registered office is 3 Dukes Gate, Chiswick, London, W4 5DX ("us",
"we", "our") is the UK's largest independent serviced apartment agent
and we provide reservation and payment services to enable our clients ("you") to reserve
serviced apartments worldwide ("Reservations") which are provided by our various
apartment providers (our "Apartment Providers").
You agree that your Reservation will be strictly subject to these terms and conditions ("Terms")
and that in relation to your Reservation and use of the apartment you agree to be strictly bound by
these Terms and by any general policies, rules, terms or conditions of the Apartment Provider (the
"Apartment Provider's General Policies"). If you're making the Reservation
on somebody else's behalf and/or any other third party will be making use of the serviced
apartments you, in addition, will procure their compliance at all times with such Terms and the
Apartment Provider's General Policies as if they were referred to as you under these Terms. In
the event of such a party breaching 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. If we don't
supply the Apartment Provider's General Policies then it's your responsibility to
establish with the Apartment Provider the basis on which they make the serviced apartment available
and whether any Apartment Provider General Policies apply.
Booking process and contract formation
You can make an enquiry about reserving a serviced apartment (a "Reservation Enquiry")
through our site (
by phone or by email and we'll endeavour to respond with some suitable suggestions that meet
your requirements or if we're unable to offer such suitable suggestions we'll inform you
accordingly. Please note that all serviced apartment suggestions that we provide in response to your
Reservation Enquiry are subject to availability.
Once we've received your instructions to make a Reservation, we'll endeavour to make
that Reservation. Your instructions to make a Reservation will be deemed an offer by you which will
only be deemed accepted once the Apartment Provider has accepted your Reservation.
If your Reservation is accepted we will send you the "Apartment Reservation Confirmation"
which will amongst other things confirm the dates of your stay, the charges to be paid by you ("Apartment
Charges"), the relevant payment terms, check-in and check-out times, cancellation terms and
property contact details. In the event that we've not been able to make your Reservation, we'll
also notify you and if possible, suggest suitable alternative serviced apartments.
Our role and responsibilities
As a serviced apartment booking agent we provide information and details on our Site in relation to
serviced apartments. If you inform us of a serviced apartment in relation to which you'd like
to make a Reservation, we will, as detailed in clause 2 above, endeavour to make the Reservation on
your behalf with the Apartment Provider.
Once we've received payment of the Apartment Charges from you in respect of a Reservation you've
made, we'll process these payments, and arrange for the appropriate payment to be made to the
relevant Apartment Provider.
Information and assistance
To process your Reservation we will during the booking 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'll promptly provide us with all such assistance and
information that we may require during the booking process and in relation to the information that
it will be accurate, complete and up-to-date. Furthermore you agree to notify us immediately if
there are any changes to such information.
Money and deposits
The Apartment Charges for the serviced apartment will be as confirmed in the Apartment Reservation
Confirmation or as otherwise agreed between the parties. United Kingdom Reservations: the Apartment
Charges are given exclusive of VAT which you will pay in addition to the Apartment Charges at the
current rate from time to time. All other countries Reservations: local taxes (including value added
tax or any other applicable tax in the country the apartment is located) are normally included in
the rates that we've offered. Please refer to our quotation for full information.
You will pay us the Apartment Charges in full and by the due date as agreed during the booking
process and all payments will be made in pounds sterling unless otherwise agreed with Citybase
The Apartment Provider may as a condition of the Reservation require a security deposit to cover any
additional charges incurred, and to cover any damage or loss caused to the serviced apartments. This
may be requested by the Apartment Provider (or by us on their behalf) at any time before or on
arrival and you agree to provide this security deposit if required and on the terms requested by the
Apartment Provider or by us.
All reservations made with Citybase Apartments will incur a non-refundable £3.50 booking fee at the
time of booking.
Change and cancellation
Once your Reservation has been accepted by our Apartment Provider, your right to make a change to
your Reservation or to make a cancellation will be subject to the Apartment Provider's General
Policies and where possible we'll provide details of such cancellation rights or the right to
make a change in your Reservation during the booking process and within the Apartment Reservation
If you'd like to make a cancellation or make any change to your Reservation, please contact us
by emailing us at email@example.com or alternatively you can phone us on
+44 (0)20 8090 8080. Cancellations and amendments must be made in writing
Monday - Friday: 09:00 - 18:00 (UK). Any cancellations made out of these times or during a
public holiday, will be actioned the
next working day. A staff member will confirm back to you once the changes have been made with the
We can't commit to being able to make any changes or to cancel your Reservation which is
binding upon you, however we'll assist you in trying to achieve your desired outcome.
Please note that you are not permitted to allow pets (or any other animals) into the serviced
apartments without our prior written approval. If you wish to bring your pet with you to the
serviced apartment, please contact us at firstname.lastname@example.org or alternatively you can phone
us on +44 (0)20 8090 8080.
Please note that if we, or the Apartment Provider, has agreed to you having a
pet in the serviced 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 is likely to be required which will be
refundable at the end of your stay, provided the serviced apartment has been
left in a satisfactory condition. Please also note that an additional
cleaning fee is likely to be required on departure and details of this will
be provided to you in advance.
Certain consumer regulations often require that when purchasing certain things online, consumers
have a right to cancel the contract within 7 days of entering into it. Such a right does not exist
in relation to contracts for the provision of accommodation and therefore you won't be able to
cancel any Reservation which has been accepted by the Apartment Provider under these consumer
You agree that all use of our Site will be strictly subject to and in accordance with our Website
Terms and Conditions
The currency conversion services on our Site should be used as a guide and are for indicative
purposes only. All currency rates on our Site are updated daily and supplied by XE.com and are
provided for convenience only. We therefore do not provide any representation or warranty as to the
accuracy of the conversions and by its nature the information is subject to the volatility of
financial markets and general economic conditions and are as a consequence subject to change and
uncertainty and is at your own risk. We invoice all Reservations in GBP (UK Pounds Sterling) using
American Express International or UK Forex Payment Rates, applicable at the point of invoicing.
We act as a booking agent for and on behalf of our Apartment Providers and once we've received
a request for a Reservation we'll endeavour to complete the Reservation with the Apartment
Provider on your behalf. We don't own any of the serviced apartments featured on our Site;
they are owned by the Apartment Providers or third parties who licence the Apartment Providers to
book the serviced apartments on their behalf. As such, by making a Reservation you agree that our
only responsibility is as set out in clause 9.5 below and that we're not responsible for and
will not be liable to you, or to any third party, in relation to the serviced apartment, your use of
the serviced apartment or for any acts or omissions of the Apartment Provider. Any such matters must
be taken up with the Apartment Provider who is responsible directly to you for such matters and our
only obligation to you in relation to this will be to provide you with the assistance set out in
clause 9.2 below.
In the unlikely event that you do have an issue in respect of the Reservations, the serviced
apartment, your use of it or any acts or omissions of the Apartment Provider please contact us
immediately and we'll provide you with reasonable assistance with addressing and remedying the
issue. Alternatively, if we've provided you with the contact details of the Apartment Provider
during the booking process or within our Apartment Reservation Confirmation then you may contact the
Apartment Provider directly.
Much of the information and materials provided by us in relation to the serviced apartments has been
provided by our Apartment Providers. Whilst we do carefully select our Apartment Providers and take
precautions to ensure that the information concerning the serviced apartment is accurate, complete
and up to date, we can't and don't make any warranties or representations of any kind in
relation to any such material and/or information provided by the Apartment Provider as we're
merely providing it as an agent for the Apartment Provider. However, to the extent that there's
an issue in relation to information provided by the Apartment Providers we'll assist you in
finding a suitable solution in relation to such an issue. To the extent that we become aware of any
errors in information we'll make the necessary changes required.
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. If you have any queries regarding the Apartment Provider's
health and safety policies or you become aware of any health and safety issues during your stay,
please contact the Apartment Provider or, if you would prefer, us in the first instance.
Subject to clause 9.9, the only liability we may have to you in relation to a Reservation or a
serviced apartment will be: a) to the extent that we make any errors or provide inaccurate
information concerning the serviced apartments as set out in the Apartment Reservation Confirmation,
provided the error or inaccuracy was entirely our mistake and not the mistake of the Apartment
Provider; or b) 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.
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.
In the unlikely event that a serviced apartment becomes unavailable on the dates that you have made
the Reservation for, our liability to you will be limited to suggesting suitable, equivalent,
We will not be liable to you for any indirect or consequential loss.
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
Where relevant we will have no contractual liability whatsoever to any person on whose behalf you
have reserved the serviced apartment for and it's your responsibility to explain the basis on
which the Reservation has been made.
All warranties, expressed or implied whether by statute, common law or otherwise are excluded to the
fullest extent permitted by law.
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 serviced apartment) of any of these Terms or the Apartment Provider's
In the event that you fail to pay any sums when they fall due under these Terms or you (or any
person or people on whose behalf you make a Reservation for or who otherwise use the serviced
apartment) otherwise breach any of these Terms or the Apartment Provider's General Policies we
will be entitled to terminate our agreement with you and/or your Reservation immediately and
following such termination you will (and you will procure that any person or people on whose behalf
you make a Reservation for or who otherwise use the serviced apartment will) vacate the serviced
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.
Neither these Terms nor any rights or obligations under these Terms may be assigned or licensed by
These Terms supersede all prior agreements, arrangements and undertakings between us and you and
constitute the entire agreement between us in relation to the subject matter of these Terms. You
confirm that you haven't entered into agreement with us on the basis of any representation
that is not expressly incorporated into these Terms.
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.
Rights of third parties
The Contracts (Rights of Third Parties) Act 1999 will not apply to these Terms and no party other
than we or you may enforce any provision under such Terms.
Applicable law and jurisdiction
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.
You can contact us by emailing us at email@example.com or alternatively you can phone us
on +44 (0)20 8090 8080 and speak to one of our experienced staff who can deal with any questions you
may have. Our helpdesk is open Monday - Friday: 09:00 - 18:00 (UK) except for public
holidays, during which time our offices will be closed.