Terms & Conditions
These Terms and Conditions (“Terms”) govern the use of properties (“Properties”) provided by Roovo Limited (“Company”) for the purpose of accommodation. By booking and using our Properties, you agree to be bound by these Terms. Please read them carefully.
Amendments to Terms & Conditions: These terms may be subject to change at any time and without notice. Prior to your check-in, please consult the website for the most up-to-date amendments.
1. Bookings & Reservations:
1.1. Reservation Confirmation: All bookings are subject to availability and confirmation by Roovo. A reservation is considered confirmed upon receipt of full payment or a deposit as required by Roovo.
1.1.2. Booking Confirmation:
1.2.1 Guests will receive a booking confirmation once payment has been completed. Check in and check out instructions will be provided shortly after the Guest Verification process has been passed. (see 1.3 below)
1.3 Guest Verification :
1.3.1 Guests are required to complete the guest verification sent to their email within 48 hours of their booking. Guests who have a check in date within 48 hours of their booking will need to complete the guest verification within 6 hours of their booking. The booking will only be confirmed once the guest has passed the identity verification checks, even if this agreement is signed and dated or otherwise agreed by the parties. If the verification fails, the booking will be canceled and a refund will be provided after a 40% reduction for admin costs. Identity documents that are accepted are either passports or a driving license.
1.3.2 Guests will only receive check in and check out information once they have passed the identity checks.
1.3.3 Refusal may be at the point of booking, prior to arrival or at the point of arrival due to, but not limited to:
Incomplete payment, incorrect payment details, non-payment of a deposit, failure to provide full and relevant details of all guests (including passport details /photo ID), underage guests, abusive guests or unauthorized pets. Any disabilities or any other such condition which may affect your stay or your enjoyment of a stay must be notified to us at the point of booking, as the property booked may not be suitable for your needs or requirements. In these circumstances we may cancel your stay or decline the reservation on the grounds of safety/unsuitability.
We may also refuse a booking or entry to a property if we suspect it will be used for improper or illegal purposes or to hold a party or gathering.
2 Check in and check out:
2.1 Early Check-in Fee: Guests may request an early check-in, subject to availability. However, an additional fee will be charged for early check-in, the amount of which will be determined by Roovo.
2.2 Late check out: Guests may request a later check-out, subject to availability. However, an additional fee will be charged for early check-out, the amount of which will be determined by Roovo.
2.3. Check-in and Check-out Requirements: Apartments will usually be made available from 3:00pm on the day of arrival. Unless otherwise agreed in advance, all apartments must be vacated by 10:00 am on the day of departure. An additional night’s charge will be applied for any checkouts after 3pm.
3. Amendments:
4. Cancellations:
4.1 Guests may cancel their booking within 48 hours of making the initial booking in order to receive a full refund. Cancellations made less than 72 hours before the check-in date will not be eligible for a refund. Any guests requesting a refund in between these two periods (after the initial 48 hours of booking and 72 hours before check in) will receive a refund after a 40% administrative fee is applied against the original amount.
4.2 Guests who would like to cancel and currently hold a booking, that involves a check-in date within the next 72 hours, will not be eligible for a refund.
4.3 Guests will be refunded to the credit or debit card used to make the booking as per the issuing bank’s policy. Typically this may take between 2-10 working days, however some banks do take longer.
4.4 Cancellation Policy: Guests are responsible for adhering to Roovo’s cancellation policy, as stated at the time of booking. No refunds will be provided for cancellations made outside of the designated cancellation period.
4.5 No show policy: If a guest fails to arrive or does not cancel within the cancellation policy time – they are treated as a “No Show”. The full amount has already been charged and is non-refundable.
5. Guest Conduct:
5.1. Occupancy: The number of guests occupying the Property must not exceed the maximum occupancy stated by Roovo. Overcrowding is strictly prohibited.
5.2. Property Care: Guests are expected to treat the Property and its contents with care and respect. Any damages caused by guests during their stay will be the responsibility of the guest and may result in additional charges.
5.3 By booking through this website, the customer and their companions agree to use the rented apartment responsibly, releasing Roovo from any liability for damages that may result from improper use.
5.4 Prohibited Activities: Illegal activities, including but not limited to drug use, gambling, and prostitution, are strictly prohibited on the premises. Guests engaging in such activities will be asked to leave immediately, and no refunds will be provided.
5.4.1 All guests are reminded that all Roovo accommodations are within residential areas. Therefore, noise and music must be kept to a minimum between the hours of 10pm and 7am.
5.4.2 You agree to be respectful towards other owners, occupiers, and other residents in the building at all times. Any sort of nuisance, abusive, or threatening behavior directed towards other residents, or to Roovo staff in person, on the phone, or via email will not be tolerated. Additional charges may be incurred if we have to respond to a nuisance complaint.
5.4.3 You agree not to use the accommodation for any illegal or immoral purposes. If we suspect or discover the property is being used for such purposes, we will be entitled to cancel your stay with immediate effect. Roovo is not responsible for those guests or occupants who decide to use our properties for illegal or immoral purposes without our knowledge. We use all reasonable care to avoid such situations. No refund will be given if the booking is for one night. A refund will be given for remaining days; however, should you be asked to vacate the accommodation within the hour, you will be charged £50 plus VAT per hour for every additional hour you remain in the accommodation. This will be deducted from any refund due back to you. An additional administration fee of £200 plus VAT will also be deducted from the final refund.
5.4.4 Should we discover a party or gathering in one of our properties, we reserve the right to call in a security company to assist Roovo in removing the guests and securing the property. Charges for a security company to attend will be a minimum of £500 plus VAT, which will need to be covered by the guest or occupant, in addition to any charges to restore the property to its pre-check-in condition
6. Deposits:
6.1 Some properties may require a security deposit to secure a booking. Deposit values will also vary across properties.
6.2 Guests will be notified if security deposits are required upon completion of validation checks.
6.3 Use of deposit :
- Deposits may be taken or held to secure a property for future booking
- Deposits may be taken or held as security against damages or breakages in a property
- Deposits may be taken or held in case of unpaid rental
- Deposits are forfeited if payment has not been made prior to arrival
- Deposits may be taken for weekend bookings or bank holiday / group bookings
- Deposits may be taken for allowing a pet into a specific property
- Deposits may be taken if you have requested additional sets of keys for your accommodation
- Deposits can be taken or held on a debit or credit card or via bank transfer. Cash payments will not be accepted.
7. Additional charges:
7.1 You will be liable for any breakages, damage, extra cleaning charges, late checkout, any extras ordered during your stay and/or any additional charges incurred by us as a result of your stay (“Additional Charges”). You may be required to pay a security deposit to cover any such costs prior or upon arrival at the Property. If the security deposit is not sufficient to cover the cost or no security deposit is paid, then you authorize us to take payment for such charges from the debit/credit card supplied for the security deposit. 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 directly for these charges. Any balance on the security deposit will be refunded.
7.2 Smoking of any kind, including cigarettes, cigars, cigarillos, pipes, and electronic cigarettes, is strictly forbidden inside the accommodation. The guest and all members of the guest’s party must comply with this no-smoking rule. If smoking occurs in violation of this policy, a cleaning fee of £500 will be immediately charged to the guests’ credit card. Additionally, the use of water pipes (shisha) or any devices that burn wood, coal, or charcoal for heating tobacco or incense is expressly prohibited in all areas of the accommodation, including balconies, terraces, and gardens.
7.3 Noise and Disturbance: Guests must respect the peace and privacy of other guests and neighbors. Excessive noise or disturbance will not be tolerated, especially during quiet hours designated by Roovo.
7.4 No Parties: Roovo has a strict NO party, no gathering policy. Should there be evidence of a party or gathering, security/the police will be called, and the apartment will need to be vacated. An automatic minimum charge of £600 will be levied. Roovo also reserves the right to prosecute all offenders under the Antisocial Behaviour Act 2003.
7.5 Emergency Call Outs: The emergency number is provided to give guests a direct line to our operations manager out of office hours, this number is only to be used for emergencies (Flood, Fire, Power Cut, and Lost Keys). If the number is used for any non-emergency reason, we reserve the right to charge the guest a call out fee of £150.00.
8. Liability:
8.1 Property Condition: While Roovo takes reasonable measures to ensure the safety and security of its Properties, guests acknowledge that they are staying at their own risk. Roovo shall not be held liable for any accidents, injuries, or losses that occur on the Property.
8.2 If there are any issues with the property such as leakages, cold water and any other problems, guests must notify Roovo during their stay. Any issues reported after the check out time has passed, will not be eligible for a refund.
8.3 Personal Belongings: Guests are responsible for their personal belongings and valuables. Roovo shall not be held liable for any loss or damage to guests’ belongings during their stay.
8.4 Indemnification: Guests agree to indemnify and hold harmless Roovo, its affiliates, and their respective officers, directors, employees, and agents from any claims, damages, liabilities, and expenses arising out of or in connection with the guest’s use of the Property.
8.5 Your Responsibility – Accurate Information & Checking – As noted, it is the responsibility of the guest or booker to inform Roovo at the time of booking of all relevant details of the booking and to check all details of their booking. This includes the names and ages of occupiers or guests, vehicle details and registration, passport information, valid visa, health requirements, or flight details where required. We also need to know the reason for the booking.
8.6 Roovo cannot be held responsible for any failure of the guest or booker to provide accurate information.
8.7 It is also your responsibility, as the accommodation booker or guest, to ensure you have all relevant booking information prior to arrival, including your confirmation, key collection information, parking information, and have read through the relevant terms and conditions pertaining to your booking.
9. Insurance:
9.1 Roovo strongly advises all guests (including those staying in properties not directly operated by Roovo) to ensure they have valid and appropriate insurance prior to traveling to their accommodation. We advise that any insurance should cover the following eventualities:
Cancellation, provision of emergency or medical cover, protection for personal belongings while traveling and for the duration of their booking, terrorist activity, war, natural disaster, or any other such eventuality. Personal belongings should also be covered against fire, theft, flood, accidental damage, natural disaster, terrorist activity, or any other eventuality.
9.2 In the event of an incident, Roovo or the relevant owner/landlord or provider will not be responsible to replace or compensate any guest, occupant, or company for their personal belongings or effects. Roovo is also not responsible and will not be liable to perform its obligations under any booking agreement as a result of a force majeure event (an event beyond our control).
9.3 Please note that Roovo also maintains the relevant insurances. However, claims will only be investigated further by Roovo if Roovo is deemed at fault.
10. Miscellaneous:
10.1 Pets: Unless otherwise stated, pets are not allowed on the Property.
10.2 Smoking: Smoking is strictly prohibited inside the Property. Guests may smoke only in designated outdoor areas, if available. A charge of £250 will be applied in the event smoking has occurred in the apartment.
10.3 Right of Entry: Roovo reserves the right to enter the Property at any time for maintenance, inspection, or emergency purposes.
10.4 Child Policy: All guests in the apartment must be at least 21 years old at the time of check-in.
By booking and staying at our Properties, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions. Failure to comply with these Terms may result in immediate termination of your stay without refund.
