Terms and Conditions
Note: The term accommodation and apartment are used interchangeably and for the benefit of these Terms and Conditions have the same meaning.
These conditions govern all bookings made with City Nine. You accept these conditions and on behalf of all members of your party whether you are booking as a guest or on behalf of others. In addition, by visiting or using our website you agree to comply with the Site Terms.
1. How to book
By Email / By Phone
When booking with City Nine it is deemed that you, (and all those named in the booking), have accepted, in full, the following terms and conditions:
City Nine reserves the right to refuse any booking at its sole discretion.
It remains the responsibility of the person booking to provide accurate information of all relevant guests including names and whether they are adults or minors.
A booking party must include at least one adult.
Proof of identification and date of birth will be required prior to checking into your accommodation; failure to present appropriate identification will result in City Nine cancelling the booking.
Once confirmed no booking may be assigned or transferred in whole or part to any third party.
Online Travel Agencies
We are listed with Booking.com / Hotels.com / Expedia / TripAdvisor / VRBO / Airbnb
2. Paying Direct for Your Booking
All prices quoted are in Great British pounds.
City Nine reserves the right to change rates at any time although rates charged will not be changed once a booking is confirmed with the exception of amendments initiated by you.
Full payment will be taken at the time of booking. We accept all major credit / debit cards and BACs payments for which we can provide paid invoices.
Confirmation of your booking will be e-mailed to you. Please check the details of your confirmation as soon as you receive it and retain a copy for your reference. Should any of the details be incorrect please contact City Nine immediately. City Nine will endeavour to immediately rectify any inaccuracies.
Although City Nine will attempt to accommodate any amendments you wish to make to your booking. City Nine cannot accept liability for any inaccuracies in information supplied by yourself or any inaccuracies not brought to our attention within five working days of confirmation.
Although City Nine will attempt to accommodate any amendments you wish to make to your booking. City Nine cannot accept liability for any inaccuracies in information supplied by yourself or any inaccuracies not brought to our attention within five working days of confirmation
3. Amending your Booking
Amendments are subject to availability and to the cancellation terms; see section 4. They may, therefore, also be subject to a cancellation fee. Should you require an amendment to your booking, (such as a change of dates or accommodation booked), City Nine will endeavour to accommodate such request but can offer no guarantee of being able to do so. Furthermore, City Nine does not accept liability for any damage, loss, or additional expense incurred by you.
Should your request be to extend your stay, City Nine will again endeavour to meet such a request but can offer no guarantee of doing so. All requests for extensions to a booking period must be received by e-mail or phone. City Nine would appreciate as much notice as possible to grant a request for an extension of stay in order to minimize the risk of another guest booking your accommodation.
Once a request to extend a stay has been confirmed City Nine will re-request debit / credit card details or ask for a BACs transfer.
City Nine reserves the right to charge a discretionary administration fee for the amendment of a booking.
4. Cancellations & Refunds
City Nine strongly advise that any travel arrangements you and your party make remain the responsibility of you and your party and you should therefore ensure that you have appropriate travel and personal insurance cover. See also sections 7, 12 & 13.
All full or part cancellations of a confirmed booking must be made by email or phone.
Please note that any confirmed booking will only be deemed cancelled from the first working day of City Nine receipt of notice to cancel.
Cancellations are subject to the following fees:
Between 7 & 14 days prior to arrival date – 50% of total fee due
Less than 7 days prior to arrival date – 75% of total fee due
Non arrivals – 100% of fee due
Early departure – 100% of fee for nights booked. City Nine are not obliged to refund any part of fees paid for nights not used.
In the unlikely event that City Nine are unable to accommodate a confirmed booking it may be necessary to offer alternative accommodation of an equal or a superior standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will notify you as soon as possible, offering an alternative or full refund subject to the cancellation or alteration to your booking being within our reasonable control. See section 12.
Where a guest is dissatisfied with their apartment due to housekeeping or maintenance related concerns we reserve the right to re-clean, repair and/ or provide guests with an alternative apartment from within our portfolio - offering one or a combination of these options - as adequate restitution, rather than a monetary refund.
In circumstances where medium and long-stay guests refuse such restitution as described above, they are entitled to a refund subject to '7 days in-stay cancellation notice'. Guests unwilling to provide '7 days in-stay cancellation notice' will receive a pro-rata refund on the remainder of their booking minus 7 days.
If a medium or long-stay guest refuses the restitution described above having previously accepted and it being delivered by ourselves to a satisfactory standard as confirmed by the guest, the '7 day in-stay' cancellation notice' will not apply meaning no refund will be due to the guest except where we decide to offer one on a discretionary basis.
The '7 day in-stay cancellation notice' does not apply to short-stay guests meaning no refund will be due should they not accept the restitution described above, except where we decide to offer one on a discretionary basis.
The '7 day in-stay cancellation notice' and its commensurate refunds only applies in circumstances where there are genuine housekeeping or maintenance related concerns. It is incumbent on guests to provide sufficient photographic / video evidence to support their concerns and must reflect a reasonable expectation based on serviced accommodation industry standards.
In situations where we have re-cleaned, repaired an apartment or relocated a guest we will deem the matter closed once we receive their confirmation. If a guest continues to be dissatisfied after a re-clean, repair or re-location the '7 day in-stay cancellation notice' will immediately apply for medium and long-stay guests. For short-stay guests where '7 day in-stay cancellation notice' does not apply and who are still dissatisfied after a re-clean. repair or relocation, we will deem we will have exhausted all options and the matter shall be closed.
Under no circumstances will be accept guests 'changing their mind' as adequate reasons for triggering the '7 day in-stay cancellation notice'. We deem our website and online travel agencies marketing to be sufficiently accurate in order for guests to make informed choices before booking. Medium and long-stay guests are encouraged to view their particular apartment of interest before booking. Notwithstanding, we appreciate things can go wrong, which is why we reserve the right to re-clean, repair and/ or provide guests with an alternative apartment from within our portfolio.
Where we have sufficient grounds to suspect a guest has 'changed their mind' we will present our evidenced based findings to the guest and no refund shall be due.
For the avoidance of doubt the following definitions apply:-
short-stay - 1 to 7 Days
medium stay - 8 to 30 Days
long stay - 31+ Days
5. Checking in and Checking Out
Checking in
City Nine apartments and accommodaton are available for occupation from 14:00 on the day of arrival although this can be flexible with prior notice. Check-in is offered up to 20:00, however, a late check-in up to 23:00 can be arranged with prior notice for a £20 fee.
All City Nine apartments operate a self-check-in. Full instructions will be emailed at the time of booking.
Checking out
The apartment will be available to you until 11:00 of the morning of your departure. Unless otherwise agreed failure to check out by this time may result in City Nine invoking its reserved right to charge an additional day. Procedures for check-out will be emailed at the time of booking or prior to arrival date.
Please note consequences of lost or missing keys in section 6, below.
Please take all of your personal items with you. We are not responsible for any lost items left behind though our cleaning team will endeavour to post back any recovered items.
6. Additional charges
On booking, a security deposit of £100 will be charged to your valid debit / credit card, (or added to your BACs payment) and held by City Nine for the duration of your stay by way of a security deposit. This will be refunded within 24 Hrs of your check-out.
Your accommodation or apartment will be checked on your departure. City Nine reserve the right to deduct from your valid debit / credit card or invoice for additional funds without further notice, all amounts chargeable under these conditions including but not limited to breakages, damages or items missing from the inventory of the apartment, as well as charges for further stays if not already paid for.
In cases of damage caused by soiling, self-tanning lotions or hair-dye, an additional £75 will be charged for additional maid service time required and / or replacement linen and towels where applicable.
Should, on the day of your departure, City Nine deem an apartment unfit for re-occupation, the individual who booked the apartment will be charged compensation for loss of revenue in addition to the cost of any replacement, repair and / or cleaning to furniture / furnishings where this proves necessary. In such cases City Nine will provide a full breakdown of damages and related costs.
Any keys or fobs not returned to City Nine on departure via the self-check-out procedure will incur a charge of £60.
Lost keys can be replaced but may also incur a fee plus a call out charge if necessary.
If additional guests are found to reside in the property beyond those that booked the apartment a charge of £30 per day per guest will be charged plus a £25 administration fee.
Electricity, gas and water are provided free of charge throughout your stay based on fair usage. Guests should make use of thermostat timers where available to manage their heating preferences.
Guests found to be heating their apartments when not in the accommodation for long periods, such as when out at work all day, will incur additional charges.
7. Occupancy
All City Nine accommodation is occupied as serviced units and therefore, no rights of tenancy are created by occupancy or by these terms and conditions.
Only those persons booked may occupy the apartment.
A member of the City Nine team may access the apartment for the purpose of inspection, servicing, maintenance or repair; they will communicate in advance if this is required.
Occupants are responsible for leaving the apartment, furniture and all equipment clean and tidy at the end of the stay. See point 6.
The occupants shall not behave in any way that may jeopardize any part of the insurance held pertaining to the accommodation or its contents.
With the exception of normal wear and tear the occupant remains responsible for any damage to the apartment or its contents during the occupancy, which has occurred due to wilful default, irresponsible behaviour or negligence on behalf of an occupant. Such damage requires reporting as soon as possible and may incur part or full retention of your deposit or additional charges. See point 6.
All occupants agree to use available internet / broadband service provided responsibly and not for illegal purposes.
All occupants agree to turn all lights and heating off and close all windows when not present in the property.
All occupants agree to take out appropriate travel insurance to cover personal belongings during their stay. City Nine’s public liability, buildings and contents insurance does not cover loss or damage to guests' personal belongings. City Nine accepts no liability for lost or damaged guest items. See also sections 4 & 12.
8. Accommodation
Apartments are individual and vary in size. Although City Nine’s website is frequently updated and accommodation and location is confirmed in advance, (subject to sections 2 and 3 of these terms and conditions), exact furnishings cannot be guaranteed and may vary from images on the website.
All City Nine apartments are furnished to a high standard and include a fully equipped kitchen with appliances, cutlery, crockery and kitchen utensils. A physical welcome pack is also provided in some of our accommodation.
A full inventory of equipment is kept and no items may be removed from the apartment.
For long-stays, weekly housekeeping can be provided subject to additional charge. For those who do not require weekly housekeeping, see section 7.
9. Restrictions
The number of occupants per accommodation is restricted to the number of beds provided.
City Nine operate a strict no smoking policy within all its apartments, communal and outside areas – any contravention of this will incur a £200 fine.
Pets: City Nine regret that pets, of any kind, are not allowed in the apartments.
Sub-letting or re-letting is not permitted.
City Nine accommodation is to be used for residential purposes only and not for activities that would increase the normal flow of people to and from the apartment or otherwise disturb neighbouring residents.
10. Services
Unless otherwise specified, the prices quoted for long stays do not include a weekly housekeeping service but do include, heating, electricity, gas, water, internet connection, and digital television. Although City Nine endeavour to provide the very best service to its guests it cannot be held responsible for any failure or interruption of services to the apartment or the building, including electricity, water, internet connections, disruption or noise caused as a result of repair works being carried out in another part of the property or supplier failure. However, upon notification by a guest City Nine will endeavour to initiate the maintenance and rectification of the situation of any interrupted service within a reasonable period of time. Should the issue persist, upon notification, City Nine will invite its guest to use its complaints procedure and at its sole discretion offer alternative accommodation dependent upon availability.
11. Feedback
City Nine wish to continually improve its service and therefore, appreciate the feedback of its guests. In the unlikely event that the service or accommodation offered by City Nine does not meet with your satisfaction City Nine would welcome your use of our complaints procedure:
Should you have a complaint please alert a member of the City Nine team as soon as possible.
Should they not be able to resolve the issue within the period of your stay please send an email as soon as possible. City Nine customer care will acknowledge your complaint within 48 Hours and attempt to address your concerns.
12. Liability
City Nine will not be held liable for any inadvertent inaccuracies, errors or omissions in any information given by City Nine as all such information is given in good faith and every reasonable effort is made to ensure accuracy.
City Nine will not be held liable for any theft, loss and / or damage to personal belongings during your stay. You are advised that the safety of personal property during your stay, any requirements for passports, any travel arrangements and requirements pertaining to health issues and any financial requirements of you and your party remain the responsibility of you and your party and you should therefore ensure that you have appropriate travel and personal insurance cover. See also sections 4, 7 & 13.
City Nine will not be held liable for any delay, loss, damage, or expenses incurred in amending or cancelling your booking or City Nine failure or delay in performance of its obligations due directly or indirectly to circumstances beyond its reasonable control, which shall include but not be limited to events such as an act of God, war, civil strife, acts of terrorism, labour disputes, natural or man-made disaster, fire flood, pandemics and adverse weather conditions.
Nothing in these terms and conditions shall affect your statutory rights or the liability of City Nine for death or personal injury caused by negligence on behalf of City Nine or for fraudulent misrepresentation.
City Nine will not be held liable for actions or omissions of property owners where a property is not fully owned by City Nine, or of any other third party.
For Corporate Bookings
If you are booking for, as or on behalf of a business or business employee, that business shall indemnify City Nine against all liabilities, costs, expenses, damages and losses, (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses), suffered or incurred by City Nine arising out of or in connection with you, or your business, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as or on behalf of a business or business employee, City Nine’s total liability in contract, tort, (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to City Nine under your booking.
13. Insurance
City Nine is not responsible for the theft and/or damage of personal belongings during your stay in any apartment booked. Therefore, you are advised to ensure that you have appropriate insurances in place. In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses. See also sections 4, 7 & 12.
14. General
City Nine reserves the right to vary these conditions from time to time. Should guests be in breach of these conditions, City Nine reserves the right to request that guests vacate their apartment with immediate effect.
No failure of City Nine to exercise any rights under these terms and conditions shall operate as a waiver of these rights. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.
15. Privacy
Please note that by accessing and using our website you are accepting the practices described.
City Nine attribute high priority to your privacy. It fully complies with GDPR, (see also section 16) and only that information about you which is necessary is collected in order to process your booking. This information is not shared with outside parties except where it is necessary to process your booking. Whereas every effort is made to ensure information about you is accurate and secure City Nine offers no guarantee of the accuracy or security of such information over the internet. Your information is used by City Nine to improve its website, customer service and provide statistical data for City Nine marketing purposes. Cookies, (small files used by websites to identify its users) are used by this website but do not contain personal information. It is possible to disable cookies by altering the settings on your computer.
16. GDPR
See also section 15. We receive, collect and store any information you enter on our website or provide to us. In addition, we collect the Internet protocol, (IP), address used to connect your computer to the internet, login, e-mail address, password, computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information, (including name, email, password, communications), payment details, (including debit / credit card information), comments, feedback, product reviews, recommendations and personal profile.
We collect such non-personal and personal information for the following purposes:
To provide and operate the services;
To provide our users with ongoing customer assistance and technical support;
To be able to contact our visitors and users with general or personalised service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred non-personal information, which we may use to provide and improve our respective services;
To comply with any applicable laws and regulations.
We may contact you to notify you of relevant information, troubleshoot problems, resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, phone, text message and / or postal mail.
We reserve the right to modify this privacy policy at any time, therefore, we invite you to review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will
If you would like to access, correct, amend or delete any personal information we have about you, or opt out of any / or communication preferences, please contact us so we can action your request, which we aim to do with three working days.
17. Guests with Disabilities
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 any appropriate accommodation solutions we may already have in place with the aim of making all guest stays as comfortable as possible. However, where any City Nine accommodation being sought is unable to comply with the above legislation - even with reasonable adjustments - we will notify the intended party / parties and assist them with making alternative arrangements be it at another City Nine apartment or support with seeking a third-party accommodation provider.
18. Parking
Car park rules and processes vary depending upon the selected accommodation. Please refer to your individual check-in instructions for further information.
Parking is always at guests’ own risk. We will not accept liability for theft of or damage to guest vehicles.
In order to avoid theft of items within vehicles parked in our apartment car park, we strongly recommend you do not leave valuables in your unattended parked car at any time of the day or night.
In the event of theft of items left in your vehicle or theft of the vehicle itself we cannot guarantee that CCTV footage will be available to support any police investigation.
If in doubt, remove all valuables from your parked car and ensure the car is locked.
In the event that guest’s car alarms go off during their stay we ask them to quickly attend to their vehicle in order to avoid disturbing residents.
If guest car alarms repeatedly sound as a result of a technical fault guests could be asked to leave before their Check-Out date on the basis that they are causing an anti-social noise disturbance.
In the event guests are asked to leave prior to their Check-Out date as a result of a faulty car alarm, they might not be compensated for any unused apartment days.
19. Balconies
Use of balconies is always at guests’ own risk. We will not accept liability for injury as a result of accident or misuse.
Balcony access varies depending upon the selected accommodation. Please refer to your check-in instructions for further information.
Please note: balconies are not to be treated as smoking areas.
20. Smoking
All our accommodation is non-smoking. This applies to the apartments, the balconies / patio areas, hallways, stairwells, elevators and anywhere inside the buildings and on the premises incl. outside the main entrances.
Smoking is only permitted away from the actual properties either in the car parks or at street distance.
21. Maintenance
Free maintenance support is provided for all our accommodation; however, in the event that maintenance attends upon guest requests and it subsequently transpires no repair was required, the guest will be charged the full cost of the call-out. This will be deducted from guest deposit where applicable or an invoice will be raised.
A typical example of a chargeable maintenance visit is where guests report faulty heating and / or hot water but is found to be working when the maintenance team arrive. Guest inability to operate heating and / or hot water systems, which are then reported as faults by guests, are treated as chargeable call-outs.
Maintenance can attend to support the turning on / off of hot water & heating systems as well as set timers; however, these are chargeable visits as too are operating the TV and connecting to the WiFi.
We encourage guests to make full use of YouTube when unsure how to operate the heating, hot water and entertainment systems in our apartments.
