Terms and Conditions

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

“Portland Brown”, “we”, “us” or “our”, means 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 Portland Brown and staying at the Property including any visitors to the Property.

“Agent” means a third party working under our direction providing services in relation to your Booking at one of our Properties.

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

“Booking” means all services provided to you by us and our Partners including but not limited to accommodation and all additional or sundry services and items.

“Property” means the apartment allocated by us to your booking in accordance with the building and unit type selected at point of booking.

“Partners” and “Apartment Partners” means any third-party operators of Properties not operated by us.

“Partner Terms” means any additional terms and conditions from Apartment Partners in relation to bookings made in their Properties.

“Third-party Property” means a property operated by a third-party Apartment Partner.

“Force Majeure Event” means circumstances where we or our Apartment Partner 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.

“Unused Nights” means nights of accommodation for which You have paid but not yet occupied.

“Booking Confirmation” means a Portland Brown 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. 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 bookings are made with our Apartment Partners, we may share Partner Terms in relation to those Third-party Properties in the written confirmation. Where this is the case, you agree to adhere to any house rules or guest policies in relation to those Third-party Properties and in addition you will be bound by any terms more onerous than those within these Terms including without limitation cancellation policies and notice periods.

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

3. Prices

All prices are quoted as a rate per night and are specific to, and must be confirmed in respect of, each booking.

Prices for accommodation within the United Kingdom are quoted exclusive of VAT.

VAT will be charged at the rate in force at the time of invoicing. Prices for accommodation outside of the United Kingdom will be quoted exclusive or inclusive of tax on a case-by-case basis and this will be communicated to you at point of booking. Exchange rate fluctuations may result in a variance between your initially quoted nightly rate and the rate at which you are eventually billed, and you agree to accept any variance to the rate as a result of this.

4. 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 is due 14 days prior to the booking start date (or upon the booking being made, if the booking start date is less than 14 days in the future).

If the booking is longer than one month your payment will be due for each subsequent month 14 days in advance of the next due date.

These payment terms may only vary where there is a credit agreement in place between Portland Brown and you.

4.1 Late Payment

In 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.

Where a company account is in place, we reserve the right to place your account on hold as of the first day after the due date of invoices if the amounts remain outstanding. This can include suspending any credit agreement in place and requiring advance payment on any further bookings.

Where we are providing accommodation outside of the United Kingdom and charging in an alternative currency, interest and fees will be converted using the exchange rate for the day the charges are raised.

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.

4.2 Errors and Disputes

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

Portland Brown reserves the right to charge the late payment charges under section 4.1 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.

5. Credit Facilities

The signing of these Terms does not grant you credit with us. Any credit terms will be subject to a full credit check and must be agreed and approved in advance with an accompanying credit agreement.

If we have not agreed and signed a credit agreement with you then no credit is offered, and bookings must be paid for in advance in accordance with section 4.

5.1 Deposits

Where a deposit is payable in order to secure a booking, this will be payable immediately upon receipt of our quote and your booking will not be confirmed prior to the deposit being received by us.

Where you are required to pay a deposit to secure your booking and you cancel or do not arrive for your booking, your deposit is non-refundable.

Once you have arrived to commence your booking, any deposit paid will be held on account by us as a surety against any damages or losses in relation to the property and its inventory or any losses in relation to your obligations under these Terms, with any charges against this deposit made in accordance with section 14.

6. If you cancel or change a booking

If you need to cancel your booking you must notify us in writing as soon as possible by email to [email protected].

The booking will be cancelled on the day that the written notice of cancellation is received by us, or the next working day if received out of Reservations’ office hours. We will confirm receipt of the cancellation by return e-mail.

Unless otherwise stated as part of your booking Portland Brown will accept 14 days’ cancellation on a booking without additional charge. You will be liable for any outstanding payment for the 14-day period. In the event that you have already paid beyond 14 days’ notice, we will either refund the outstanding amount or credit your account, dependant on agreement by both parties.

Where you are required to pay a deposit to secure your booking, your deposit is non-refundable.

If and when we work with our Apartment Partners, your right to make a change to your Reservation, or to make a cancellation, will be subject to any Partner Terms set out during the reservation process and indicated to you in writing in the booking confirmation.

If you would like to make a cancellation or make any change to a booking housed at a Third-party Property, please contact Portland Brown. We will work with our Apartment Partner to make any changes to or cancel your Reservation. However, we cannot commit to being able to make any changes or cancellations outside of the Partner Terms or our agreed Terms.

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.

7. 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 within our portfolio, or if necessary, with our Apartment Partners or a hotel until an alternative apartment can be arranged.

If you do not wish to accept a significant change then our liability to you will be limited to finding suitable, equivalent, alternative accommodation or obtaining a refund of any apartment charges you have paid, limited to the total value of any Unused Nights. Neither we, nor any Partner, will be liable to you for any indirect or consequential loss.

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, or alternatively whether you want a refund.

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.

For bookings outside of the United Kingdom where you are paying in any other currency than pounds sterling, we are not liable for any exchange rate fluctuations or international credit card charges that may be incurred from your issuing bank.

8. Breach of Terms

If at any time we become aware of any breach of these Terms or any Partner Terms that exists between the parties, 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, Portland Brown or the Apartment Partner reserves the right to pack and remove all personal items from the apartment to an alternative secure location until contact can be made.

Where appropriate, Portland Brown or the Apartment Partner reserves 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.

In this situation, Portland Brown are not required to provide you with advanced notice. 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 apartment, 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 20 will apply.

Where your booking is made at a Third-party Property, we will be entitled to terminate our agreement with you and your booking immediately in the event that you fail to pay any sums when they fall due under these Terms or you (or any guest(s)) otherwise breach any of these Terms or the Partner Terms.

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.

9. Occupants

You will provide guest information including name, mobile, email and arrival time to us at least 3 days prior to your booking start date.

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 the written confirmation for your booking 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 6 will apply.

In these situations, Portland Brown are not required to provide you with advanced notice. 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 apartment, 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 20 will apply.

10. Checking in and checking out

Unless otherwise agreed with us in writing in advance, you can arrive at the property from 3pm (local time) on the start date of your booking.

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 6 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 Portland Brown as required to ensure communication and payment is forthcoming from the guest.

When staying with our Apartment Partners, you may be required to provide photographic identification (e.g. passport) upon check-in to the Apartment. Registration cards are requested on a case by case basis by our Apartment Partners. You will however always be required to complete a Portland Brown Guest Registration Card whether staying in a Portland Brown Property or with our Partners. The Apartment Partner may take a copy of any photographic identification provided for its records. The Apartment Partner’s taking of copies and retention of such copies of any photographic identification will be completed in line with the obligations set out in clause 5 of the Data Privacy Agreement (see section 15). We do not receive a copy of any photographic identification taken by the Apartment Partner.

Unless otherwise agreed in writing in advance, all apartments must be vacated by 10am (local time) on the due date of departure.

If there is any delay in vacating the apartment beyond the agreed time, a full day's rental may be charged to you for each additional day’s occupation.

11. 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.

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 4.1 and 4.2 will apply to invoices for any additional charges incurred at the property or in relation to your booking.

Portland Brown will contact the guest at regular intervals throughout their stay to ensure their satisfaction or to work to resolve any issues, should they occur.

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.

Portland Brown’s 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.

12. Pets

Unless agreed in writing, no pets other than registered support dogs belonging to those with visual and hearing impairments 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

A Pet Agreement must also be signed.

Where a booking is made with our Apartment Partners, where a pet is permitted to stay in an apartment the required fees will be shared accordingly and any additional payments and documentation required by the Partner will be confirmed during the booking process.

13. 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, Portland Brown reserves 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.

14. 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 that E-Scooters or E-Bikes within a Property we will ask you to remove them and they must be removed immediately. If you fail to remove them from the Property we will reserve the right to evict you immediately and this will be treated as a cancellation by you and section 6 will apply.

15. Damages

In accordance with section 10, 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 Portland Brown 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.

16. 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

17. Rights of access

You must allow us and any representative of ours, or our Apartment Partners (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, or our Apartment Partners, 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, or our Apartment Partners, staff as appropriate.

Portland Brown, and our Apartment Partners on our behalf, 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.

18. 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 , the Housing Act 2004, the Renters Rights Act 2025, or any other applicable legislation.

You acknowledge that you, whether Guest or Booker, have no security of tenure at the property, whether it is a Portland Brown managed property or an Apartment Partner property (in accordance with sections 7 & 8) and we retain the right to change or cancel your booking at the property at any time.

19. 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.

Occasionally, problems mean that some facilities or services become unavailable or subject to restriction. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation.

We cannot accept responsibility for any changes or closures to areas, amenities or attractions mentioned in the web site/brochure or advertised elsewhere.

We carefully select our Apartment Partners and take precautions to ensure that the information concerning properties is accurate, complete and up to date. We are however reliant on the information and materials provided by our Apartment Partners.

We do not make any warranties or representations regarding any material and/or information provided by the Apartment Partner. We only provide information regarding an Apartment as an agent for the Apartment Partner.

Portland Brown are committed to assisting you should an issue arise in relation to information provided by the Apartment Partner.

We will endeavour to make any necessary changes to Apartment information provided, where we become aware of any errors in information regarding an Apartment.

20. 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, but this shall not affect your right to cancel your booking in accordance with section 6. You are therefore advised to take out adequate insurance to cover your losses in such situations.

21. 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.

Portland Brown’s 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.

To the extent permitted by law, we will have no liability to you in relation to any booking related to a Third Party Property. Your contract for such accommodation is directly with the Apartment Partner and any claim should be directed to the Apartment Partner.

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.

22. 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.

If staying with an Apartment Partner, please ensure we are notified directly of any concerns.

Our complaints procedure is as follows:

Email your complaint to [email protected] (please also call us on 0330 0240 102)

You will receive a response within 1 working day (we will endeavour to respond within 3 working hours). Where staying with our apartment partners, please allow for any time zone variances.

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.

23. Service Promise

Our Service Promise is intended to provide additional reassurance to our clients, of our true customer service focus. We will always do our absolute best to look after in-house guests, to resolve any issues which occur during their stay, and fulfil any reasonable requests.

The Promise is not a guarantee that we can always meet a request, or resolve an issue to the guest’s full satisfaction, but a commitment that we will do everything we can within reason and within our control, as quickly as is possible.

Any issues or requests must be communicated as soon as they occur and certainly within 12 hours of the requirement/issue arising.

A reasonable amount of time must always be given to provide a solution for any issues arising. We commit to regular communication to keep a guest/booker updated as to the progress during this time.

23.1 What is included

The Service Promise relates to situations where the customer can demonstrate that we did not do everything within our power or within reason to look after our guest.

For example, the situation could relate to an issue arising in the apartment in respect of a loss of heating. A failure on our part to provide additional heaters, or where we have been unable to resolve the issue in appropriate timescales, a failure to provide the guest with an option of alternative accommodation would constitute us not doing everything within our power

23.2 What is not included

Dissatisfaction relating to the inventory of an apartment e.g. number of televisions, how comfortable the sofa is, although we will always do our best to accommodate guests within reason where we can.

Dissatisfaction with the alternatives or options provided in response to a request or issue if the alternatives are reasonable and the best that we can offer at the time.

23.3 Eligibility

You must have reported any dissatisfaction while in-house and within the timescales stated above in section 21.

You must have allowed a reasonable amount of time for a solution to be found especially in a case where 3rd parties are involved to resolve an issue.

You must be up to date with any payments owed prior to any refund being applied.

23.4 How to make a claim

The claim must be made in writing to our Director and General Manager, [email protected], while you are in-house or within up to a maximum of 24 hours after your departure.

You must clearly demonstrate that we have failed to do everything reasonably possible to resolve the problem or offer an alternative solution, such as alternative accommodation.

23.5 Payment

The guarantee will take the form of a refund. Payment will still be required as per the terms of the contract prior to any refund being issued.

Any refund that we grant will be for the specific time period in which the issue remained unresolved during your physical occupation of the apartment.

23.6 Liability

Our total liability to you, as a result of invoking the service promise shall be limited to the total amount paid by you, to us, for the period in which the issue remained unresolved during your physical occupation for such booking

24. 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 and any Partner Terms in relation to the booking, set out the entire agreement between Portland 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.