Terms & Conditions

In clicking the acceptance box and continuing to making a reservation request using this website, you agree to be bound by the terms and conditions contained here. Please take the time to read every paragraph carefully. You won't find anything at all unusual but you should be aware of your rights and responsibilities.

Your use of this website is subject to your irrevocable acceptance without modification of these terms of use (the 'Terms') and you agree to use this website in accordance with and subject to these Terms. The Terms as set out hereunder constitute the entire agreement between you and bigredlondon.com . If you do not accept these Terms, do not use this website. By accessing any part of the bigredlondon.com website, you consent to be bound by these Terms.

A full copy of our Terms and Conditions(in legal-ese) is available here. A summary is below:

Big Red London is a trading name of Big Red Experience Limited, a registered company in England and Wales. All reservation requests accepted by and from the person making the request, on behalf of all persons and any persons to be accommodated, are subject to bigredlondon.com terms and conditions.

YOUR RESERVATION REQUEST for a BRL Managed Property

The terms below relate to our bigredlondon.com managed properties. We do not accept a reservation request unless accompanied by a credit card number. In providing your credit card number, you authorise BIG RED LONDON to charge the appropriate deposit and you give full authorisation for payment in full to be charged to this card. You give authorisation for Big Red London to charge security deposits, excess damage or cleaning charges and booking fees up to a value of £1000. You understand that the booking fee is non refundable under any circumstances. The booking fee and deposit paid to secure the booking is non-refundable.

CHARGES TO YOUR CARD

Upon receipt of a deposit the contract between us comes into force. Your card will be charged with a booking fee, a deposit to secure the booking, a short stay fee, if appropriate, and any other additional fees or services requested by you, including additional beds, cots, broadband internet, late or early check in and credit card fees. The outstanding balance is due 30 to 60 days prior to the start of your booking and is subject to a card fee of between 3% and 4.5% depending on the type of card used. The visa rate is varaible and subject to change. Should a reservation request be for a BRL Approved Agent property, your contract is with the travel services provider, not bigredlondon.com. See the link above for our full terms and conditions.

We will allocate a unique reservation request reference number and e-mail your confirmation/invoice to you. If there is more than one person travelling, the person making the reservation is identified as the 'lead name' and this person is responsible for all payments and the behaviour and conduct of all members of the party accommodated.We will not make any cancellation or amendments or enter into correspondence regarding the reservation with any party other than the lead name.

YOUR LIABILITY

In providing your credit card details, and checking the Terms and Conditions agreement box, you undertake to authorise Big Red Experience Ltd. to charge your card as appropriate for any actions, accidents, damage and excess charges as outlined in these terms and conditions to the value of £1000.

Neither Big Red Experience Limited nor the accommodation legal owner, or its agent shall be liable for any direct or indirect damages that may arise as a consequence of the use of the accommodation, including, without limitation; damages, insurance, losses due to fires, robbery or criminal behaviour.

Under no circumstances may the maximum number of persons, as stated on the website, occupy a property. Only the number of persons indicated by the client when booking shall be authorised to use the apartment. Pets are only allowed where permission has specifically been granted. In the event of any infringement you may be liable for additional charges for any guest not booked through us and we reserve the right to cancel your reservation with immediate effect without refund or compensation being due.

IF WE CHANGE YOUR RESERVATION

It is extremely unlikely that any changes whatsoever will be made to your reservation but any that do occur are likely to be minor. A major change is defined as "a change to accommodation of a lower standard and price".

A major change is extremely rare but if we do make a change we shall do our best to notify you immediately. Under such circumstances, it is our policy to seek to offer alternative accommodation. Once notified of a major change, you will be given the opportunity either to cancel the holiday and receive a full refund but no compensation or to accept the change.

We are unable to make any refunds if changes are made as a result of force majeure including, but not limited to, acts of God, acts or threat of war, government action, strike, civil unrest, fire, failure of public utilities, medical emergency, natural or nuclear disaster or airport closure.

Where Big Red Experience Ltd. is not the provider of the accommodation but rather, acts as a Reservation Agent, we cannot accept responsibility for any changes in your accommodation by the property agents or managing agents or other landlord. Please see below.

IF YOU CHANGE YOUR RESERVATION

Where Big Red Experience Ltd. is the managing agent, if you wish to change your booking, either by changing arrival or departure dates or by changing your holiday accommodation, we shall endeavour to assist you. If we cannot assist you, we reserve the right to treat such changes as a cancellation of booking. If the number of guests on your reservation changes, we recalculate your booking price by taking into account new occupancy levels. All changes must be notified to us in writing.

LATE CHECK IN

So our guests can travel late at night, or on Sundays, we provide a Meet and Greet check in service. This means you can arrive outside of office hours but still be checked in. This is when one of our representatives will meet you at the designated place (either the office or the property). Charges are below but are subject to change.

MON – SUN After 18.00  £20

MON – SUN After 20.00  £40

MON – SUN After 23.00  £50

MON – SUN After 24.00  £60

Christmas Eve, New Years Eve, Good Friday and Easter Sunday £70.00  rising to  £90 after 21.00

NB We are unable to offer Check Ins on Christmas Day, or after 22.00 on New Years Eve.

IF YOU CANCEL YOUR BOOKING

If you wish to cancel your booking, this must be notified to us in writing and forwarded to us by the lead name, either by recorded & acknowledged mail, fax or e-mail. Cancellation charges will apply and these depend on when your written notification is received.

1. LESS THAN 60 DAYS NOTICE Cancellation charge of 40% of the total value of your booking.
2. LESS THAN 30 DAYS NOTICE Cancellation charge of 50% of the total value of your booking.
3. LESS THAN 21 DAYS NOTICE Cancellation charge of 100% of the total value of your booking.

These charges will also be subject to a credit card fee of 3.5% of the outstanding amount. Under some circumstances, you may be able to recover the majority of the cancellation fees under the terms of your holiday insurance policy.

IF YOU MODIFY YOUR STAY WHILE RESIDENT

If you modify your holiday arrangements or accommodate extra guests not booked with us in your hotel/apartment and without our authorisation, you will be breaking this contract. In the event of any infringement you will be liable for additional charges for any guest not booked through us and we reserve the right to cancel your reservation with immediate effect without refund or compensation being due.

Should you depart your apartment early, for whatever reason, we are unable to offer a refund. We will provide information to your insurance company should you need it.

OUR LIABILITY

Where Big Red Experience Limited acts as managing agents, the use of accommodation and any amenities, where offered, is entirely at the users' risk. Big Red Experience Ltd. cannot accept any liability for any direct or indirect damages that may arise as a consequence of the use of the apartment by the client, including, without limitation, damages, insurance, and losses due to fire, theft or criminal behaviour. Liability rests with the legal registered owner of the accommodation and Big Red London accepts limited legal liability for the negligence of our employees only.

COMPLAINTS

We have procedures designed to allow any difficulties to be resolved as efficiently as possible. Please report any problem to our office. This means that any problems can be investigated straight away and resolved to the satisfaction of all concerned. In the unlikely event that you remain dissatisfied, you must request and complete a Holiday Report Form. When the above procedures have been followed, if you still wish to make a complaint after your return home, you must do so in writing to our offices by recorded or registered mail or by email to arrive no later than 28 days after the completion of your holiday. You must enclose a copy of your Holiday Report Form.

WEBSITE AND BROCHURE ACCURACY

We work extremely hard to ensure that everything you read on our website is as accurate and up-to-date as possible. However, it is possible that certain advertised facilities may be withdrawn as a result of decisions outside our control such as local maintenance, conservation schemes, adverse weather conditions or failure of public utilities. We do not accept liability if facilities are withdrawn for reasons beyond our control.

Throughout our brochures and websites the term 'sofabed' is used to describe any type of extra bed and may refer to a camp bed, pull-out bed, or sofa-bed.

Please be aware that for our Approved Agents, we facilitate the processing and booking of certain travel services including accommodation. We do not provide, own or run any of the Agent travel services ourselves and in particular we do not provide, own or run this accommodation.

SPECIAL REQUESTS

We will endeavour to satisfy any special requests you make, such as travel cot or champagne on ice and these may be subjected to a supplementary charge to be agreed in advance.

BEHAVIOUR

Big Red Experience Limited reserves the right to terminate the contract between us at any point, in the light of any behaviour regarded as unacceptable and not within the spirit of this agreement. No refunds will be given and no alternative accommodation will be provided.

Please remember, the apartment you will be occupying is in a residential block. Neighbours may have to work so please respect their right to quiet enjoyment. You must accept responsibility for your proper conduct and the proper conduct of your party. In cases of serious misconduct, we reserve the right to terminate your holiday and if we do so, we shall have no further responsibility to you.

Accidents happen! If something untoward does happen to you during your stay in one of our apartments that results in damage or injury, please inform us as soon as possible. If you damage your accommodation, you agree to indemnify us against any claim including costs made against us.

Security Deposit

Where a security deposit is charged to your credit card at the time of booking, it will be refunded within 7 days of the end of your stay, subject to inspection of the property.

A normal amount of wear & tear is expected but in the event of disrepair or damage over and above this, we will levy a charge. Failure to report ANY damage or loss will result in the appropriate deduction from your security deposit. In the event that any damage exceeds the sum of the security deposit, we retain the right to make further charges to your credit card.

INSURANCE

You should always be adequately insured before travelling.

ADDITIONAL COSTS

We will not add any extra costs to your holiday after your booking has been confirmed unless you choose to purchase additional services, such as airport pick up.

YOUR RESERVATION REQUEST for a BRL Approved Agent Property

Your contract is with the travel services provider, not bigredlondon.com. It is the travel services provider's responsibility to provide you with the travel services. BRL acts as an information prvider and as a booking service and facilitator to book accommodation ONLY. You are bound by the terms and conditions of the travel provider/accommodation provider and a full set of their terms will be available to you along with confirmation of the booking.
Every effort is made to ensure the travel services provider processes your bookings correctly.

In the highly unlikely event of a problem arising, our liability to you, if any, is limited to the deposit and the reservation fee you paidfor our reservation and booking services.