Terms & Conditions

This contract sets out the terms upon which The Queen Luxury Apartments Serviced Apartments Limited (“The Queen Luxury Apartments) will provide a serviced apartment to you as set out on the booking form (“Accommodation”). This contract is between the person who is the signatory to this Agreement (“You”) and The Queen Luxury Apartments. The Queen Luxury Apartments is the trading name of The Queen Luxury Apartments Serviced Apartments Limited company.

1. Booking Confirmation

To reserve Accommodation with The Queen Luxury Apartments we require 30% deposit of the total rent due (“the Deposit”). This Deposit secures you the Accommodation at the time of booking for the length of time required. The Deposit is not refundable under any circumstances. The balance due for the Accommodation must be paid no later than fourteen (14) days prior to your arrival unless otherwise agreed in writing.

For bookings made within 14 days of arrival, full payment, by cleared funds, is required at the time of booking.

If booking by telephone, once The Queen Luxury Apartments have confirmed acceptance of your payment details; or if booking via our website or email and the requested apartment is available, once you receive confirmation by email of your booking

Should payment not reach The Queen Luxury Apartments within the required time stated,The Queen Luxury Apartments reserve the right to cancel any booking made and any deposit paid will be forfeit.

Failure to pay in accordance with the agreed terms of payment may result in suspension of Accommodation. The Queen Luxury Apartments reserve the right to charge interest on overdue accounts.

2. Method of Payment

The Queen Luxury Apartments accept the following methods of payment:-

• Credit/Debit Card: Visa, MasterCard, & American Express. Please note that The Queen Luxury Apartments will charge a booking fee of 3.5%.
• Bank Transfer: Euro. Bank details available on request.

3. Booking Extensions

14 days notice of intention to extend your stay is required. Failure to do so may result in your apartment being re-let. While every effort will be made to accommodate you, extensions of current reservations are subject to availability and rate change.

Where notice of intention to extend your stay has been given, The Queen Luxury Apartments reserves the right to take all additional payments and charges from any credit/debit card used to make the original booking. Where payment has been made by bank transfer, an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.

4. Accommodation

Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival. You will only have the right to occupy the Accommodation for the time specified. You are only granted a licence to occupy the Accommodation and this agreement gives you no other rights either express or implied to the Accommodation. We can therefore allocate a similar apartment if for whatever reason the accommodation you have booked is not available on the day of arrival.

5. Occupancy

The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra sleeping accommodation can be arranged. If the number of people permitted to occupy an apartment is exceeded, The Queen Luxury Apartments reserve the right to charge for additional guests or additional guests will have to vacate the apartment.

6. Duty of Care/Responsibility

It is the responsibility of the Guest to ensure they are respectful to other tenants living within the building in which they are staying. Guests must also ensure noise levels are restricted. Reports of excess noise from other tenants to the Agent will mean automatic immediate termination of the tenancy. In addition, Guests have a responsibility and duty of care to ensure damage is not deliberately inflicted on the property or its contents. Smoking is prohibited and any evidence of this in the apartment will incur penalties. Such damages will be charged to the Guest using the debit/credit card provided to the Agent at the time of booking/occupation. Receipts for remedial works will be provided to the Guest in such instances where possible.

7. Arrivals and Departures

Guests can check in to their apartment from 3.30 pm on the day of arrival. On arrival you will be asked to check the Accommodation and accept your stay.Check out is at 11 am on the day of departure Monday to Saturday and 12am on Sundays. Please note you will be charged EUR20.00 per hour for every hour or part of hour that you delay housekeeping on your departure.Key collection details will be provided prior to check-in date.

8. Booking Alterations

If you wish to alter your booking, The Queen Luxury Apartments will make every effort to meet your requirements. All alterations must be confirmed in writing. Notice period required is 14 days for all reservations. Any refund of costs is made subject to the apartment being re-let. You will, however, be obliged to pay any additional expenses incurred as a result of the alteration. In addition, The Queen Luxury Apartments may charge, at its discretion, an amendment fee of EUR50 plus VAT to cover the necessary administrative costs incurred.

Depending on the reasons for your alteration, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. The Queen Luxury Apartments recommend that clients purchase adequate travel insurance.

9. Cancellations

All cancellations must be confirmed in writing. Notice period required is up to 14 days for all reservations. Any refund of charges is made subject to the apartment being re-let. Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. The Queen Luxury Apartments recommend that clients purchase adequate travel insurance.

Refunds

Please note that all refunds will be made back on to the debit or credit card from which payment of our invoice was made. No other form of refund will be provided. Refunds will usually take between 3 to 5 working days to reach your bank (excluding Bank Holidays and weekends). Refunds will only be made once all keys and car parking passes have been returned to us.

10.   Early Departures

In the event that a guest needs to check out prior to the agreed departure date, The Queen Luxury Apartments will make every effort to obtain a refund of accommodation charges for the remainder of the stay. However, any refund will be subject to the apartment being re-let and will be subject to a cancellation charge of EUR50.00 plus VAT.

11. Inventory / Property Care

Valid credit card details of a nominated guest staying in the Accommodation are required to cover breakages and damages in the apartment. The Queen Luxury Apartments reserves the right to deduct from that card all amounts chargeable in accordance with section ‘Additional Charges’. In the event that payment is declined, for any reason, or no card details are provided, The Queen Luxury Apartments reserves the right to charge the company or individual who made the booking at the address provided. You must pay this invoice within 7 days of issue.

12. Additional Charges

Broadband: Broadband is available free in all apartment locations.  However, The Queen Luxury Apartments will not be responsible for any fault associated with the user’s hardware or software and no support will be available and The Queen Luxury Apartments will not provide compensation in any form for its failure to work. Our assistance in respect of any problems will be limited to our contacting the service provider and only during office hours i.e. between 9.30 a.m. to 6 p.m. and will not be considered an emergency. Please note that should you download excessive amounts of data, you will be responsible for the cost of the same. You will receive notification and an invoice for the relevant amount prior to payment automatically being taken from the debit/credit card provided at the time of your booking.

Additional Chargeable Services: Provided at the individual apartment location. Details of additional services are available on request. The cost of any such services is payable directly to the service provider.

Cleaning: The Queen Luxury Apartments expects the apartments to be left in a reasonable state on departure. If, at The Queen Luxury Apartments’s discretion, additional cleaning is required on departure, the cost of this cleaning will be an additional charge.

Smoking: Smoking is prohibited in all apartments and communal areas. In July 2007, smoking was made illegal in enclosed public areas; this includes the communal hallways as they are used by all residents and their guests. Anyone found to be smoking or evidence of smoking in the apartments or communal areas will incur a EUR250 charge by way of Liability to cover the additional costs of cleaning, freshening and airing the Apartment over a 24 hour period. Any damages caused will be charged for in addition to this fee.

Excessive use of Gas and Electricity: Please note where it is deemed that the use of gas and electricity has been abused, an additional charge will be made. The heating and hot water in all apartments are pre programmed for your convenience and comfort. Should you override this, an additional cost maybe incurred.

Damages: A refundable damage deposit of EUR500 is due before arrival. This will be refunded following our housekeeping report after checkout. Damages to the apartment must be paid in full by the guest. In the event of any breakages, damage or extra cleaning required after the guest vacates, The Queen Luxury Apartments will notify the booker and or/guest, providing a detailed breakdown of the issues and the cost of rectifying them.

Photographic evidence will also be supplied to the Guest, where possible.

Inventories and condition reports can be provided on request at the beginning and at the end of the accommodation period if required.

Keys: The Queen Luxury Apartments will issue the guest with one set of keys. Additional sets can be supplied subject to availability and the request must be made in advance of arrival. However, if the issued keys are not returned on departure we reserve the right to charge the guest or booker for the replacement of keys or changing the locks. The cost of replacement keys will be EUR75.00 plus VAT and EUR100.00 plus VAT for garage fobs. The cost for replacing the locks will be no less than EUR100.00 plus VAT whichever The Queen Luxury Apartments deem the quickest way of gaining access to the apartment. In such event, The Queen Luxury Apartments also reserve the right to charge the guest for further nights stay should it be the case that we are unable to gain access to the apartment and re-let it.

If between the hours of 10 pm and 8 am a guest locks themselves out of the property and requires assistance to re-enter, The Queen Luxury Apartments reserve the right to charge EUR50 plus VAT call out charge in addition to the charge for lost keys (as above).

Parking Pass: The Queen Luxury Apartments will issue the guest with a parking pass (for those apartments requiring permits only) which must be left in the apartment letter box upon departure. Failure to return the pass will result in a replacement charge of EUR50.00.

Call Outs: If the emergency call out number is used to call out The Queen Luxury Apartments staff between the hours of 10 pm and 8 am for any purpose other than an emergency, The Queen Luxury Apartments reserve the right to charge the booker or guest a call out fee of EUR50 plus VAT.

13. Lost Property

Any items left in the apartment will be kept for 1 month after the departure date. After that date The Queen Luxury Apartments reserve the right to dispose of the property as it sees fit.

14. Rates

All rates quoted are based on the rates prevailing at the time that a booking is confirmed. Once a booking has been confirmed The Queen Luxury Apartments will not change the rate quoted unless you change the booking. VAT is charged at the rate in force at the time of invoicing. Rates are subject to change without notice and may vary for currency exchange movements where applicable between Luxembourg and overseas locations.

15. Liability

The Queen Luxury Apartments cannot be held responsible in any way for loss of or damage to, contents, furniture, fittings or any personal belongings at the apartment locations. Nor can The Queen Luxury Apartments be held liable for the acts or defaults caused by third parties. You are advised to ensure your own insurance policies cover loss or damage to personal property during your stay. Guests are advised to take out adequate travel and personal insurance.

Nothing in this contract seeks to exclude liability for death and personal injury or any other liability not excludable under the laws of Luxembourg and Europe.

16. Access to Properties

In addition to the weekly housekeeping service, The Queen Luxury Apartments on occasion may need to access the property in which you are staying. The Queen Luxury Apartments reserve the right to gain access to all properties at all times. We will, wherever possible, endeavour to give guests as much notice as possible prior to entering the apartment.

17. Pets

The Queen Luxury Apartments regret that pets are not allowed in the apartments.

18. Complaints

The Queen Luxury Apartments makes every effort to ensure their guests have an enjoyable stay. In the event that you are not entirely satisfied with the service offered, you should notify The Queen Luxury Apartments as soon as possible. In the first instance please notify your guest coordinator.

19. Services

The Queen Luxury Apartments cannot be held responsible for any failure or interruption of services to the apartment, including electricity and water or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property or development.

20. Restrictions

There are a number of restrictions at certain apartments. Full details are available on request. Should guests be in breach of these terms and conditions, The Queen Luxury Apartments reserve the right to request that guests vacate the apartment within 24 hours.

21. Entire Agreement

This Agreement shall be governed by the laws of Luxembourg and Europe and the Parties submit to the exclusive jurisdiction of the Luxembourg Courts and the Apartment Form is the complete and exclusive statement of the Agreement between the parties relating to the subject matter of the Agreement which supersedes all previous communications, agreements or other arrangements written or oral.

It is expressly agreed that no variation of this Agreement shall be effective unless in writing and signed by a duly authorised signatory of both parties.