1. Reservations & Guest Responsibility

The lead guest must be 18 years of age or over at the time of booking.

The lead guest is responsible for the behaviour and compliance of all guests and visitors associated with the reservation.

Reservations may not be transferred, assigned or sub-let.

Bookings are accepted for leisure or corporate stays only.

2. Payment Terms

Standard bookings

Full payment is due 72 hours prior to arrival and will be charged automatically to the debit or credit card provided at the time of booking.

Advance purchase / non-refundable bookings

Full payment is taken at the time of booking and is strictly non-refundable.

Failed payments

If payment cannot be successfully processed 72 hours prior to arrival, we reserve the right to cancel the reservation without notice and release the accommodation for resale.

Guests must ensure that valid payment card details, including expiry date, and a valid email address are provided at the time of booking.

Accepted methods of payment

We accept all major debit and credit cards, including American Express.

We do not accept cash, cheques or bank transfers.

3. Long Stay & Group Bookings

Long stays (over 30 nights)

Full payment is required 30 days prior to arrival.

Bookings are subject to a 30-day cancellation policy.

A £500 refundable security deposit is required to cover potential damages. This will be returned within 7 days of departure, subject to inspection and provided the apartment is left in satisfactory condition.

Group bookings

Group bookings of four or more apartments require a 20% non-refundable deposit at the time of booking.

The remaining balance is payable 30 days prior to arrival.

4. Visitor Levy

The City of Edinburgh Council has confirmed the introduction of a visitor levy effective 24 July 2026.

The levy is currently set at 5% of the cost of paid overnight accommodation, excluding extras such as parking, meals or transport.

The levy applies to a maximum of the first five nights of a stay.

Where applicable, the levy is included in the advertised accommodation price.

5. Occupancy, Extra Beds & Cots

Not all apartments can accommodate extra beds or cots.

Maximum occupancy limits must not be exceeded under any circumstances.

Guests requiring a cot should contact us prior to booking to confirm availability of a suitable apartment.

6. Local Postcode Bookings

We reserve the right to refuse bookings made by guests residing within local postcodes. This policy is in place to help prevent unauthorised parties and to protect the safety, comfort and enjoyment of all guests.

7. Guest Conduct & House Rules

Our apartments are designed for peaceful leisure and corporate stays. To help maintain a comfortable experience for all guests and neighbours, we ask that all guests behave responsibly and respectfully throughout their stay.

Please note the following:

• Quiet hours are between 10:00pm and 8:00am

• Stag, hen or similar parties are not permitted

• The apartment may only be occupied by the number of guests shown on the reservation

• Additional visitors are not permitted without prior approval

• Apartments may not be used for any illegal, immoral or improper purpose

• Guests must not cause nuisance, excessive noise or disturbance to neighbours

• Guests must not act in an aggressive, abusive or threatening manner towards staff, contractors or representatives

• Furniture must not be rearranged or moved between apartments

Failure to comply may result in immediate termination of the stay without refund.

If security or external assistance is required due to excessive noise or antisocial behaviour, a charge of no less than £100 may be applied to cover associated costs.

8. Smoking Policy

Smoking is strictly prohibited in all apartments, buildings and balconies.

Any evidence of smoking will result in a £250 charge to cover specialist cleaning and associated loss of use.

9. Pets Policy

Pets are strictly prohibited.

If pets are found within the apartment, a £250 charge will apply and we reserve the right to terminate the stay without refund.

10. Damages, Cleaning & Apartment Care

We kindly ask that you treat the apartment, furnishings and appliances with care.

Guests are responsible for any damage, loss or excessive cleaning required during their stay.

We reserve the right to charge the debit or credit card provided for the reasonable cost of repairs, replacements, specialist cleaning or loss of use.

Where damage results in the apartment being unavailable for subsequent bookings, guests may also be liable for associated losses, including lost rental income, where reasonably evidenced.

Apartments should be left in a reasonably clean and tidy condition on departure. Rubbish should be disposed of appropriately using the designated bins provided.

Additional cleaning charges may apply where excessive cleaning is required.

11. Check-In & Check-Out

Check-in is from 4:00pm on the day of arrival, unless early check-in has been purchased or agreed in advance.

Check-out is by 11:00am on the day of departure.

Late check-out may be available by prior arrangement. Failure to vacate by 11:00am without approval may result in an additional night’s charge.

12. Apartment Allocation

Apartment numbers are confirmed by email approximately 48 hours prior to arrival.

We reserve the right to change the apartment number or floor level where operationally necessary.

The apartment type booked will always be honoured, or an upgrade provided where required.

13. Car Parking

Discounted car parking is available at the St James Shopping Centre.

Parking is used entirely at the guest’s own risk. We accept no responsibility for loss, theft, damage or accidents.

14. Personal Belongings & Lost Property

We are not responsible for loss or damage to personal belongings.

In-room safes are provided for high-value items.

Items left behind may be returned for a £15 administration fee plus postage or guests may arrange their own courier service.

15. Cancellation Policy

Standard bookings

Cancellations made up to 72 hours prior to arrival incur no charge.

Cancellations made within 72 hours of arrival, or no-shows, will be charged 100% of the reservation value.

Extended stays

Bookings longer than 14 nights may be subject to a bespoke cancellation policy agreed at the time of booking.

Cancellation terms remain aligned with those displayed on third-party booking platforms at the time of reservation.

16. Unforeseen Circumstances & Force Majeure

If an apartment becomes unavailable due to unforeseen circumstances, we will notify the guest as soon as reasonably possible and offer comparable or superior accommodation where possible.

If this is unsuitable, a full refund of monies paid will be provided. Our liability is limited to monies paid.

We shall not be liable for failure to perform our obligations due to events beyond our reasonable control, including but not limited to fire, flood, extreme weather or other acts of God.

17. Fire Safety

Our serviced apartments operate without 24/7 onsite staff.

All guests must be able to self-evacuate in the event of an emergency.

We are unable to provide assisted evacuation or Personal Emergency Evacuation Plans (PEEPs). If any guest in your party requires assistance, please contact us prior to booking, as our properties may not be suitable.

By completing a booking, you confirm that all guests are able to self-evacuate independently.

Guests should familiarise themselves with fire exits on arrival. Fire alarms and fire safety equipment must not be tampered with.

18. Accessibility

We operate in accordance with the Equality Act 2010 and encourage guests to discuss any accessibility requirements prior to booking.

Please note:

• limited ground-floor apartments are available

• not all buildings have lifts

• some bathrooms require step access or are fitted with baths and overhead showers

We will make reasonable efforts to recommend the most suitable accommodation.

19. Data Protection & Privacy

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What we collect:

• Name, contact details and booking information

• Payment details, processed securely by third-party payment providers

• Communication records related to your stay

How we use your data:

• To manage and fulfil your reservation

• To comply with legal and regulatory obligations

• To communicate essential information about your stay

We do not sell or share personal data with third parties except where required to fulfil your booking or comply with the law.

Guests may request access to, correction of or deletion of their personal data by emailing us.

20. Complaints Procedure

Any complaints should be submitted as soon as possible, with full details, dates, photographs (if applicable) and your desired outcome via email.

21. Assistance During Your Stay

Our team is available 7 days a week from 9:00am to 5:00pm.

Out-of-hours assistance is available by telephone for urgent matters such as access, safety concerns, faulty appliances or disturbances.

22. Governing Law & Jurisdiction

These Terms and Conditions are governed by the laws of Scotland, and any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.