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Booking Terms and Conditions

May 11, 2019 by admin



The terms and conditions of booking your stay with SYLQ Living are presented below. SYLQ Living is a trading name of SYLQ Living Ltd. The company is registered in England and Wales with under registration number 11663668 at Kemp House, 152 – 160 City Road, London, EC1V 2NX. Customers renting the property through SYLQ Living are referred to as the “Guests” or the “Guest”.  SYLQ Living act as “Agent” for the owners of the property (hereafter referred to as the “Owners” or the “Owner”).  The rental arrangements are made by the Agent, on behalf of the Owners for the “Property” stated on the confirmation email of the booking, and the contractual relationship is directly between the Owner and the Guest.  The Agent will, on request and with approval from the owners, provide the names and address details of the owners of the property in which they have made a reservation.


All bookings can be placed either through the secure website (, by phone … or email ( Availability seen at the time of sending the email by the Guest cannot be guaranteed as an alternative booking may take place in the meantime. The Guest placing the booking must be over 23 years of age on the check-in date. Upon booking, the full names, email addresses, telephone numbers and dates of birth of all the guests staying must be supplied to the Agent.

Rental Period

Rentals commence at 3.00pm on the day of arrival and end at 11.00am on the day of departure unless different check-in and check-out times have been agreed, in which case the latter shall define the rental period. This period is hereafter referred to as the “Rental Period”. The Rental Period dates will be stated on the reservation confirmation provided to the Guest when they book and cannot be exceeded unless the Agent gives written approval. The Guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.

Arrangements can be made for a later check-in or check-out, but this is subject to prior arrangement and an additional fee. If there is any delay in vacating the property beyond the agreed time a full day’s rental is charged to the Guest.


All prices are quoted in UK Pounds Sterling and, unless otherwise specified, the prices quoted include VAT at the prevailing UK rates if applicable. All prices are based on costs prevailing at the time of quotation and may be subject to change.

Unless otherwise specified, the prices quoted for all serviced property include utilities and taxes. Any extra charges are at the management’s discretion.

Please note that check-ins before 3.00pm and after 9:00pm carry an additional charge of  £30.00. The earliest possible check-in is 12:00, subject to availability. Last check-in for this property is 23:00. Arrivals after 23:00 will not be granted access to the property and no refunds will be given. Check-in for last-minute bookings is only possible 1 hour after payment has been processed.

Standard check-out time is up to 11:00. A late check-out may be arranged for at an additional cost of £20.00 an hour. If you are late checking out without prior agreement, you will be charged £40.00 an hour.


Our company operates in accordance with the Disability Discrimination Act 1995 and the Equality Act 2010 and, as such, we encourage all prospective guests to talk to us about any special accommodation requirements they may have. We will be pleased to discuss our most appropriate accommodation solutions with the aim of making all guests’ stay as comfortable as possible.

Security Deposit

A Security Deposit to the value of £250.00 is required for every booking per single unit booked. This deposit will be released within 7 working days of the check-out date if the guest submits their bank details for a bank transfer to SYLQ Living Ltd by e-mailing within 3 working days of the check-out date. Should the guest not submit their bank details within this time frame, SYLQ Living Ltd will charge an administration fee of up to £150.00 to arrange for the return of the deposit. Alternatively, SYLQ Living may pre-authorise the Security Deposit amount from the Guest’s card and complete on the pre-authorisation in case of a claim on the Security Deposit needing to be made. The pre-authorisation expires automatically 10 days after it is made, at which time the funds are released. An additional fee may be charged if house rules are broken or if the damage exceeds £100.00.

The Security Deposit will be kept in full if any of the house rules, as published for the property at are broken (including but not limited to no smoking inside or outside the property including gardens, no parties, no loud music, no pets), and a partial or full deposit may be kept for any damage caused to the property or its contents. A deposit may be withheld if refuse is not recycled correctly or not placed in the appropriate bins. If a bin collection date of which the guest has been advised is missed, the deposit may be likewise withheld. Any bank fees transferred with the refund of the Security Deposit will be charged to the guest. If the bank charges exceed the figure that needs to be refunded, that figure shall not be transferred.


The full price of the booking is due at the time of booking. For bookings through the website, payment must be completed online at the time of booking to secure the reservation. If placed over the phone, the Guest is given 2 days to pay and submit proof of payment via email to If this is not received on time, The Agent reserves the right to cancel the booking and charge the full value of the booking to the Guest.

Any charges raised against the Agent by their bank for handling dishonoured cheques or any other payments will be passed on to the Guest, by way of a deduction from the Security Deposit.

Payment for bookings over the phone may be made by one of the following methods:

  • Payment by credit/debit card is the preferred option for online bookings placed directly on
  • Bank Transfer (BACS) is the preferred payment option for bookings placed over the phone. BACS payments should be made as per the details below:

Account Holder: SYLQ Living Ltd

Sort Code: 60-83-71

Account Number: 07735827

Bank: Starling Bank

IBAN: GB56SRLG60837107735827


Branch address: 3rd floor, 2 Finsbury Ave, London EC2M 2PP

Reference: Guests’ surname + check-in date(DDMMYY), eg SMITH01012020 for John Smith, January 1st 2020.

  • Cash or cheque payments will only be accepted in exceptional circumstances and with prior approval of The Agent. Cheques should be made payable to SYLQ Living Ltd. Post-dated cheques are not acceptable.


The Guest’s Obligations

The Guest has the right to occupy the property for a Rental Period only (within the meaning of schedule 1, Paragraph 9 of the Housing Act 1988.) The Guest agrees:

  1. That in no circumstances should overnight accommodation be provided for guests other than those declared to the Agent are notified in advance.
  2. To undertake to pay for any losses or damage to the property caused.
  3. To take good care of the property and leave it in a clean and tidy condition at the end of the tenancy.
  4. To permit the Owners and the Agent reasonable access to the property.
  5. That a cot will only be occupied by a child aged 24 months or less. The Agent is not responsible for the maintenance of cots. Where cots are requested, the Guest must supply their own linen for the cot.
  6. Not to cause an annoyance or become a nuisance to occupants of adjoining premises.
  7. Not to be the cause of any noise between 10pm and 9am.
  8. Not to smoke in the property or any of the public areas associated with it.
  9. Not to bring any pets to the property.
  10. To read any safety notices and advice upon arrival in the property.
  11. Not to re-let or sublet the property to any other group/party without prior written approval from the Agent.
  12. To only use the property strictly for residential purposes.
  13. Not to use the property for parties or gatherings. If on arrival, it is felt the Guest is intending to use the property for such an event, the Guest will be refused entrance.
  14. Not to make use of the phone or fax line connected to the property.
  15. Not to light any fires or candles in the property.
  16. Not to permit any visitors to enter the property.
  17. Not to throw a party.

In the event of breach of these terms and conditions, the Guest will be required to leave the property immediately and no refunds will be offered.

The Guest is obliged to provide the full names of any individuals staying at the property, and may be required to present a valid photo ID for each individual. If any individuals other than those declared on the booking occupy the property, the full Security Deposit will be retained and the relevant public authorities informed.

The Guest is responsible for ensuring that the property is not occupied by more people than is stated on the Guest’s booking confirmation email. The Agent reserves the right to refuse admittance to the property if The Agent feels this condition is likely to be breached. In this case no paid funds will be returned.

In the event of an emergency the guest is asked to:

– make use of the fire blanket and/or fire extinguisher if appropriate

– leave all belongings and exit swiftly through the main exit, ensuring all individuals require assistance are brought to safety

– wait on the main road away from the building and inform emergency services by calling 999 and quoting your location

– our contact number is 0333 4444 324 in case you need to reach us

Condition of Property

The Guest must follow the instructions in the welcome manual of the property on. Any losses, damage, or any cleaning necessary over and above normal servicing, will be deducted from the Security Deposit. By placing a booking with SYLQ Living, the Guest authorises the Agent to deduct payment for these from your Security Deposit.

The Guest is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of the Rental Period. No items can be removed from the property.

The Guest will be responsible for making good any damage to the property or its contents, which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the property or their guests. Such damage must be reported, without delay, to The Agent’ local representatives. The cost of the repair or replacement must be agreed with, and paid to, the Agent. The Guest is responsible for ensuring that no person staying or visiting the property during the Guest’s stay will suffer anything to be done which would endanger the policy of the Agent’s insurers in respect of the property and its contents which might make the same void or voidable.


The loss of a key (including parking fobs) to a property will be charged at £150.00. Keys must be returned upon check-out as stipulated in the property’s House Manual or as per the instructions of the Agent. If left in a keysafe, it is the responsibility of the Guest to ensure the keysafe is locked properly. In case of a key not being found in the keysafe or designated check-out box following check-out, or if the keysafe code has been changed or for another reason the keysafe fails to open and the Agent or its representative are unable to retrieve the keys or fobs, this will be treated as the Guest having lost the key. Duplication of keys or fobs, and the changing of entry or keysafe codes is not permitted. Divulging access arrangements to third parties is not permitted.  

Services & Facilities

Our properties are advertised as providing a number of services, facilities, and amenities. While every effort is made to this end, the availability and proper functioning of these cannot be guaranteed. The Agent is not responsible to provide any refund or alternative provision of said service, facility, or amenity, and no refunds will be offered. All personal belongings and contents left in the property or in the car parks are left at the Guest’s risk. Insurance should be taken by the Guest for these, and any loss or damage to their belongings is the sole responsibility of the Guest.

Vehicles may only be parked in designated areas, with prior booking where necessary. If a vehicle is parked on or in front of an access route to the property without authorisation, failing attempts to contact the Guest, the Agent reserves the right to tow the vehicle away.

The Agent operates a phone line offering free customer service support between the hours of 08:00 and 18:00, 7 days a week. Calls outside this time window will be diverted to an on-call emergency and are only to be used in real emergency cases. If a call is placed by the Guest after 18:00 for an issue which is not an emergency, the issue will not be dealt with until the next morning and the guest will be charged an admin fee of 50 GBP.


No guarantee can be made that the internet service provided will be compatible with your device.  No technical support for the connection is available. Functionality of the connection cannot be guaranteed. Should the broadband connection not be functioning for any reason no liability is taken by either the owner or The Agent and they cannot be held liable for any losses resulting from the loss of connection.

The Guest is fully responsible for all internet activity and the Agent and Owner hold no responsibility. Any illegal internet activity, e.g. peer-to-peer file sharing, will result in the internet access being closed down for the duration of the Guest’s stay.

Wireless internet at SYLQ Living is free to those guests who accept these terms and conditions.

The Wi-Fi internet access Service is provided to you by SYLQ Living. By connecting to the Service, you agree to abide by the terms and conditions below. If you do not agree to all of the terms and conditions, please do not use the Service.

A Fair Use Policy has been implemented so that we can deliver a Service that is fast and reliable to all our guests. We monitor the performance of our network and may restrict the amount of bandwidth available to demanding users during busy periods to ensure all of our guests have an acceptable level of service.

We will use our reasonable endeavors to make the Service available 24 hours a day, however, we will not be liable if for any reason the Service is not available at any time or for any period. Access to the Service may be suspended at any time. If you require any assistance in relation to the Service, you should contact Reception.

You will keep confidential any network access codes or passwords provided to you in order to access the Service, and will not disclose them to any other person for any reason. You will be responsible for any loss that arises from you losing, misusing or otherwise disclosing any such access codes or passwords.

The Service is intended to allow you to access the internet for legitimate purposes only. You undertake to us that your behavior while using the Service will be lawful, honest and proper. Without prejudice to any other provision of this agreement, we may terminate your use of the Service at any time without notice if we become aware of any behavior that has a negative impact on our equipment or network or the use by other customers of our equipment or network or the internet in general, or which damages, or has the potential to damage, our reputation or standing. You may not:

– Use the Service for any illegal purpose;

– Access or attempt to access the Service provided to any other customer;

– Use the Service in such a manner as to host a web or other server, send or facilitate the sending of bulk e-mail or collect third party personal data without appropriate consent;

– Exceed typical bandwidths relevant to the period of Service;

– Resell, or attempt to resell, the Service to any third party.

We shall investigate any suspected breach of the agreement by you, and reserve the right to take such action as we, in our sole discretion deem appropriate, including suspension or withdrawal of the Service with immediate effect and without notice to you.

You acknowledge that your use of the Service is at your own risk. The Service is provided on an “as-available” basis, and to the fullest extent permitted by law, we hereby exclude all and any warranties or conditions of any kind, whether express or implied, in respect of the Service and any content or data obtained or downloaded from it.

We do not warrant that the Service will be uninterrupted, timely, secure or error-free at all times or will meet your requirements. We are not responsible for the security, integrity, accuracy or completeness of any information that you transmit or receive while using the Service.

The disclaimer is without prejudice to your statutory and other rights as a consumer. Nothing in this agreement shall exclude or limit your or our liability for death or personal injury.

We shall not be liable to you in contract, tort or otherwise arising in connection with this agreement for any economic losses (including, without limitation, loss of revenues, profits, contracts, business or anticipated savings), any loss of goodwill or reputation, any special, indirect or consequential losses or any destruction or loss of data.

If any part of the Service is not available to you through no fault on our part or where the failure, suspension or withdrawal of the Service is beyond our reasonable control, we shall not be obliged to pay any compensation to you.

You will indemnify us against all and any losses or claims arising from any breach of the agreement by you, and against any claims or legal proceedings arising from your use of the Service which are brought or threatened against us by another person.

We reserve the right to amend this agreement at any time.

We reserve the right to assign or sub-contract any of our rights and obligations under this agreement without notice to you.

If any provision of this agreement is found to be unenforceable by a court of competent jurisdiction, the other provisions will nevertheless remain in full force and effect.

This agreement is governed by the laws of England and the parties hereto submit to the non-exclusive jurisdiction of the English courts.

By accessing the internet through our Service you will be deemed to have read, understood, accepted and agreed to being bound by these terms and conditions of use.


All linen and towels for beds are included and changed prior to the Guest’s stay. If the booking exceeds 7 nights, a linen and towel change will be provided free of charge. If more frequent changes are required, linen and towel changes are available at 10 GBP per guest.


The property will have been cleaned by a professional cleaning company prior to the Guest’s arrival. The Guest undertakes to notify the Agent at their earliest convenience should they notice inadequate cleaning, so the Agent can endeavour to rectify the situation. If the booking exceeds 7 nights, a full clean will be provided free of charge. If more frequent changes are required, cleans are charged at 50 GBP per 2-hour clean. The Guest is asked to leave the property in a clean condition, ensuring that all used dishes are loaded in the dishwasher and the dishwasher is turned on prior to departure.

Personal property

The Landlord and Agent hold no liability for personal property belonging to the guests left at the property during their stay. Any personal property left in the property after the agreed check-out time, may be moved, removed and/or disposed of by the Agent.


Changes to Booking

Cancellation by the Guest

The Agent shall not refund any monies as a result of a cancellation. No-shows and arrivals past 11pm on the date of the reservation are treated as guest cancellations and no refunds will be made. The Agent strongly recommends that all clients obtain appropriate travel and personal insurance cover to cover these charges in the event of a cancellation.

Should the Agent have agreed to a flexible cancellation policy on a specific booking, in case of early termination, a higher nightly rate of up to 200% of the original price may be applied retrospectively.

Cancellation by the Agent

If The Agent cannot honour the booking at the property initially booked, the booking will be relocated to an alternative property at the same rate as initially booked.

In exceptional circumstances, the Agent may find it necessary to cancel the Guest’s booking and reserves the right to do so at any point. The Agent shall make all reasonable efforts to offer a suitable alternative. If this is declared not acceptable by the Guest within 24 hours of them being notified of the change of property, and assuming the cancellation is not as a result of events beyond The Agent’s reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions, the Agent will refund any sum paid by the Guest if cancelled prior to the reservation, or a refund of the remainder of the nights booked if the Guest has already checked-in, which shall constitute full and final settlement of any liability the owner or the Agent may have to the Guest as a result of such a cancellation. This does not affect the Guest’s statutory rights. More specifically, nothing in these conditions shall restrict The Agent’s liability for death or personal injury caused by The Agent’s negligence, or for fraudulent misrepresentation.

Termination by the Agent

The Agent have the right to terminate a booking at any time on the grounds of abuse to staff, mistreatment of the property, or criminal activity on the part of the Guest. Any sign of smoking either inside or outside of the property will result in immediate termination of the booking, no refund being offered.


Other Notes


The Agent reserve the right to amend prices quoted, due to errors or omissions. While every endeavour is made to portray a true representation of the properties, no guarantee can be given to the accuracy of the photographs or descriptions.

All information supplied by the Agent is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but the Agent is not liable for any variation however caused.

Injury or Loss

The Agent cannot be held responsible for any personal injury, loss or damage to personal effects howsoever arising at the accommodation. Neither the Owner, nor the Agent or its representatives, can be held responsible for any circumstances beyond the Agent’s control including, but not limited to, mechanical breakdown, illness, or failure of any public service supply. The Agent will not be held responsible for any death or personal injury incurred during any stay at the property save insofar as the same arose through any act or omission by the Agent.


Any complaints about the property, its contents, or the Agent’ staff must be made immediately by both of the channels below:

  1. in writing to the Registered Address.
  2. via phone at the Agent’s office number, 

All complaints must be notified to the Agent as soon as reasonably practicable, as the Agent may be required to carry out an on-the-spot investigation and if necessary, request the Owner to take remedial action.  Should you have a complaint, please allow The Agent or the Owners the opportunity to put matters right during the Rental Period.

The Agent will take all reasonable steps to settle the problem. The Agent shall not have any liability for any complaint submitted after the completion of the rental period.

Force Majeure

The Agent will not be liable for any delay, loss, damage, or expense incurred if the Guest’s booking needs to be altered or cancelled or the Agent are unable to perform the Agent’s contractual obligations as a result of events beyond the Agent’s reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.

Right of Access

The Agent’s representatives and subcontractors have the right of access to the property at any time, with due regard to the convenience of the Guest, for the purpose of inspection of the property and to carry out any essential repair or maintenance work.

Security of Tenure

As the property is used as a serviced Rental Period accommodation it is exempt from security of tenure under the Rent Act. No rights of tenancy are created for the Guest(s) after the term of this agreement expires, which coincides with the published check-out time and which is included by default in the Guest’s booking request.


It is recommended that personal insurance be taken out against cancellation, loss of goods. It is further strongly advised that personal accident and medical insurance is also taken out.

Privacy and Data Protection

The Agent takes the Guest’s privacy and confidentiality seriously. The Agent collects: (a) information necessary to process the Guest’s booking, and (b) information derived from “cookies”. The Agent uses cookies to monitor site usage and related information. The Agent will try to keep the Guest’s data up-to-date and accurate but the Agent provides no warranty or guarantee and bear no liability to the Guest in the event that any data transmission over the internet is not completely accurate or secure. The Agent may use the Guest’s information to help improve the Agent’s website and the Agent’s service, to personalise the types of information the Guest’s receive from us, as well as for internal statistical, marketing and administrative reasons. The Agent does not share this information with outside parties except to the extent necessary to process the Guest’s booking, By using this website, and supplying the Agent with the Guest’s information, the Guest consents to use by the Agent of the Guest’s information as described above.


The Agent does not accept liability for any act, neglect or default on the part of the Owners or any other person, nor for any accident, damage, loss, injury, expense or inconvenience whether to person or property, which the Guests or anyone connected with the Rental Period may incur.

The Agent nor Owners are not and shall not be held responsible for any maintenance/building works taking place outside of the rental property.  

Authority to Sign

The person who places the booking certifies that he or she is authorised to agree the Terms and Conditions on behalf of all persons being booked for, including those substituted or included at a later date, and that all these shall likewise observe the Terms and Conditions. He or she agrees to take responsibility for the party occupying the property. In this sense, references to the Guest apply to all the occupants of the property.

By placing a booking, the Guest is deemed to have accepted these Terms and Conditions. Payment of the full charge also indicates acceptance of these terms and conditions.


All properties are used at your own risk.  At properties where there is a balcony or elevated terrace, this is used at your own risk. Parents should ensure that their children are supervised in such areas at all times.

Governing Law & Jurisdiction

The contract is deemed to have been made at Kemp House, 152 – 160 City Road, London, EC1V 2NX. The validity, construction and performance of this Agreement shall be governed by English Law. The Guests submit to the exclusive jurisdiction of the English Courts.

In the event that a court finds that a condition in these Booking Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Booking Conditions, which will continue to be valid and have full force and effect.


In the event of any litigation arising from the booking of accommodation with Us, the Courts in England shall have sole jurisdiction on such matters and English law prevalent at the time shall be applied at the times.