Terms & Conditions
These terms and conditions govern all bookings made for The Other House (“TOH”) which is the trading name of The Portfolio Club OpCo Holdings Limited and its operating subsidiaries. For the purpose of these terms and conditions, the contracting party is [The Portfolio Club OpCo 1 Limited], which is registered in England with company number [x] and has its registered office is at LCP House, 12 Ogle Street, London, W1W 6HU. You accept these conditions yourself and on behalf of all members of your party whether you are booking as a Resident or on behalf of others. In addition, by visiting or using our website you agree to comply with the website terms.
These Terms and Conditions may be subject to change at any time and without notice. Prior to your check-in, please consult the website for the most up-to-date amendments. Please also read carefully the Rate Plan details that are provided before you make your booking; the Rate Plan forms a part of these terms and conditions.
Please note that different terms, conditions & cancellation policies may exist in relation to online bookings made via booking agents and affiliate websites depending on the accommodation or rate type selected. Please read carefully the details and other terms that are provided by booking agents and affiliate websites before you make your online booking with such a third party
Reservations made via other booking channels made through other sources including online travel agents, tour operators or other websites may also be subject to different policies; please read these carefully. Please refer to your confirmation for details – TOH is not liable for any reservations made through any channel other than those which it operates itself.
From time to time TOH may make third party products and/or services available via the Website and/or from the Property. Your contractual arrangement in respect of these products and/or services may be with TOH or it may be with the relevant third party supplier; we will make this clear to you prior to any relevant booking. Where the relevant product and/or service is provided to you directly by the relevant third party, such third parties are independent contractors and not agents or employees of TOH. TOH is not liable for the acts, negligence or misconduct of any such supplier or for any personal injuries, death, property damage or other damages or expenses resulting therefrom or otherwise arising from your booking of such a product or service or your use of such a product or service.
These terms and conditions and any non-contractual obligations arising out of or in relation to these terms and conditions shall be governed by and interpreted in accordance with English law. All disputes arising out of, or related to these terms and conditions (or any non-contractual obligations arising out of or related to these terms and conditions) shall be subject to the jurisdiction of the English Courts, save that you agree that we have the right to bring a claim or other proceedings against you for breach of these terms in your country of residence or any other country which we deem relevant.
These terms and conditions are applicable unless they are inconsistent with the applicable law in which event the applicable law shall prevail. If any of the provisions of the terms and conditions are invalid under applicable law, then the other provisions shall nevertheless remain valid to the extent that the remaining provisions are capable of standing without the provision or provisions ruled invalid.
In these Terms and Conditions the following definitions apply:
Fees payable in relation to occupying a Club Flat
Sums payable in respect of Additional Services whether ordered by you at booking or by the Residents during their occupation
Services provided by The Other House or third-party companies introduced by The Other House which are ancillary to the provision of residential accommodation
The Other House proprietary mobile application
Means that TOH has acknowledged and accepted your booking on a confirmed basis.
The point in time on or after the Commencement Date at which you or a designated Resident first arrives at the Property in order to take up occupation of a Club Flat
The point in time at which you and any persons allowed into the Club Flat or Property by you or your Residents vacate the Club Flat. This includes vacation at the end of the period of the licence we have granted to you, the termination of the licence by us, or on the basis of an agreed early termination. On check-out, your liability for Accommodation Fees will not necessarily end.
This means the specific “club flat” provided within a Property for your accommodation
Club Flat Type
The size and quality of Club Flat in a specified Property which you have booked and the Resident is permitted by The Other House to occupy in accordance with these terms and conditions
The date you or a designated Resident are scheduled to Check-In
The arrival of you or a designated Resident before the scheduled Check-In time on the Commencement Date
A booking of four or more Club Flats in the same Property
Departing after your scheduled Check-out time on the departure date
A stay for more than 91 nights
Possessions left by Residents at the Property
A stay for more than 14 nights and less than 91 nights
The physical location, operated by TOH, at which the Club Flat which is the subject of your booking is located
The plan setting out details of the rate which applies to your booking
Recurring Card Payment
The authorisation by you for The Other House to deduct Occupation Fees, Additional Charges and Security Deposit Fees from a Valid Payment Card [on a set periodic basis (e.g. monthly) or otherwise].
The individual/s staying overnight at the property in a Club Flat
Monies held by The Other House as security for any failure by you or by any Resident or Visitor to adhere to these terms and conditions
Similar Size and Quality
A Club Flat which we place in the same pricing band as the Club Flat you have booked with us
The Other House/TOH/us/we/our
The Other House (“TOH”) is the trading name of The Portfolio Club OpCo Holdings Limited and its operating subsidiaries. The Portfolio Club OpCo Holdings Limited is registered in England with company number 12323067 and has its registered office is at LCP House, 12 Ogle Street, London, W1W 6HU
A stay for less than 15 nights
Valid Payment Card
A credit or debit card held in the name of a Resident, or a company which employs them, provided by American Express, Visa, MasterCard, Visa Delta or Maestro/Solo which has been registered with The Other House and validated by them
People visiting the Resident(s) staying in a Club Flat
The internet booking service operated by The Other House for the purpose of selling and managing bookings of its Club Flats and associated services
Any booking will only come into existence when a guarantee of payment has been given and your Booking Confirmation has been dispatched by us. Upon receiving your Booking Confirmation you enter into a contract with TOH on these terms and conditions (including, for the avoidance of doubt, any relevant Rate Plan). No attempted booking is binding on TOH until a Booking Confirmation has been provided to you.
Restrictions may apply including, but not limited to, minimum night stay and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.
Upon check-in, Residents may be required to show the Valid Payment Card used to pay for the booking and a valid photo ID, such as passport or driving licence, whereby photocopies will be.
The lead Resident’s name, email address and contact telephone number are required at the time of booking. The number of other Residents in a booking will also be requested, and whether they are adults or minors.
As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct let us know immediately. We regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation unless this is due to our own act or omission. If there is an error in the confirmation or invoice, we reserve the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date.
We will endeavour to assist Residents with special requirements and most will be available via our App. Please ensure we are made aware of any special requirements at the time of booking. Although we will endeavour to meet any reasonable requests no guarantees can be given that any request will be met. Any bookings which are specified by you to be conditional on the fulfilment of a particular request will be valid and binding (subject to a Booking Confirmation being dispatched), but we cannot guarantee that the request will be met; these terms and conditions apply to all such booking (including, for the avoidance of doubt, any provisions relating to cancellation and refunds).
All Group Bookings, including those made online, will be subject to special conditions including group cancellation and payment terms, which may differ from those in Clause 4.0.
For Group Bookings made online, our group reservations team will be in touch to confirm the booking and to clarify any special conditions.
The specific arrival and departure policy will be provided at the time of booking and will be stated on the Booking Confirmation. Early Arrival or Late Departure may, subject to availability, be available for an additional charge.
The payment terms relating to your specific booking will be advised at the point that the booking is made and will be dependent upon the terms set out on the Rate Plan you choose to book, or the channel you reserve on (our Website, third-party agents or websites).
Unless a separate credit facility agreement between you and us has been signed, specifying payment arrangements and credit terms or the relevant Rate Plan states otherwise, the following will apply: At the time of booking payment in full is required. Unless anything to the contrary is stated in the Rate Plan, we reserve the right to cancel a booking if full payment for the booking, or any applicable cancellation and/or amendment fee relating to a booking, is not received at least 72 hours before midday on the Commencement Date. Any late payments will result in interest being charged at 4% above the Bank of England base rate per annum for the period concerned.
Payment should be made in Pounds Sterling by a Valid Payment Card. There is no transaction fee on Valid Payment Cards. Valid Payment Card details must match the relevant security checks. Upon check-in, Residents may be required to show the credit/debit card used at the time of the booking and a valid photo ID. Credit card fees are not refundable in any circumstances. TOH does not accept company cheques unless previously agreed.
Where a set periodic payment schedule has been agreed upon, you agree to ensure adequate funds are available on the card you have provided for the Recurring Card Payment. We will also accept a bank transfer and relevant details can be provided upon request. Accounts in credit balance for a year or more, following our best endeavours to return the money to you, will be retained and removed from the account.
A credit card pre-authorisation will be taken at check-in. All charges incurred during your stay, for example, food and beverage charges and any room charges which you have not paid for in advance, must be settled upon check-out, when you will have the option to provide a different method of payment should you wish. Please let us know before you check out if you notice any abnormalities in any charges which have been assigned to your Club Flat.
Valid Payment Card details must be supplied at the time of booking and/or upon arrival at the Property to cover any potential Additional Charges.
As a guide, additional charges include, but are not limited to, the following:
- Food and beverage orders billed to your Club Flat
- Any chargeable bookings made on your behalf
- Breakages, loss or damage to the Club Flat or any of its contents
- Cleaning, specialist treatment charges where more than routine cleaning (including any stays with pets approved) is required, or smoking has occurred:
- Lost keys, fobs or access cards
- Storage of luggage
- Extra bed
- Other services e.g. dry cleaning, laundry, extra cleaning may be available on request
VAT and local taxes are payable on all Additional Charges and where the level of the Additional Charges is not specified in these conditions, we will charge you the actual cost together with any administration costs. Prices for Additional Charges may change at any time. For payment of Additional Charges see clause 4.2 Payment of Additional Charges.
The rates that we advertise are to the best of our knowledge correct at the date of publication, however, we reserve the right to change any rates from time to time, without notice. Prior to the booking being confirmed, rates quoted are based upon the rates prevailing at the time but are subject to change. Once a booking has been confirmed, we will not change the rate quoted unless you amend the booking –
VAT may be applied to the cost of your booking or it may be included in the rate and this will be made clear to you at the time of booking.
VAT is charged at the rate in force on the earliest of the date of payment, the date of arrival or the date of invoice unless the VAT rate changes during your stay. If the VAT rate changes during the dates of your stay, VAT is charged at the prevailing rate in force on each day of your stay, in accordance with HMRC guidelines.
Cancellation and amendment terms apply independently to any booking made with us via the Website, reservations centre or any partner sales channel.
The specific cancellation and amendment terms are advised to you during the booking process and confirmed to you in the Booking Confirmation.
These terms may, for specific types of booking, prohibit cancellation and/or amendment altogether. Where no specific cancellation or amendment policy is advised to you during the booking process the Standard Cancellation and Amendment Policy stated below shall apply.
Standard Cancellation Policy
Any Prepaid / Non-Refundable reservations cannot be cancelled and the full Accommodation Fee charge will be made. Where your Rate Plan permits amendments or cancellations, you must contact us in writing using the details set out on the Websites and provide notice of your cancellation in accordance with any timescales set out in the relevant Rate Plan.
If you fail to provide us with adequate notice in respect of a proposed cancellation of your booking, the charges levied are based upon the length of your original booking and are set out in your Rate Plan.
If you wish to alter the booking (e.g. change the dates of stay or the accommodation requested), TOH cannot guarantee that it will be able to do so and it accepts no liability for any loss, damage or additional expense that may be incurred in these circumstances.
While amendments are not permitted with pre-paid non-refundable rates, they are possible with standard bookings depending on the channel used and availability, see below:
You must contact us in writing using the details set out on the Website and provide notice of your Amendment in accordance with your Rate Plan.
Additional costs may be incurred if the cost of accommodation on the new nights varies from the previous booking. All amendment requests must be received in writing using the details set out on the Website.
Charges if inadequate notice is provided are set out in the Rate Plan.
If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.
Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any Valid Payment Card used to make the original booking, or where a periodic payment schedule has been agreed, an invoice for the extended period will be sent to your billing address and payment must be made by return.
We do not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible.
If a change has to be made or your booking has to be cancelled, we will, if possible, offer you an alternative Club Flat of Similar Size and Quality in a similar location for the same period. If the alternative Club Flat is advertised at a lower price, you will receive a refund of the price difference.
However, if the alternative Club Flat is at a higher price the new price may be payable by you.
Alternatively, we may, at our discretion, arrange for accommodation for you at another property. If we elect to make this option available to you, the maximum duration we will arrange alternative accommodation for you will be the remaining duration of your booking or 30 days, whichever is shorter.
If you do not wish to accept a change or any alternative Club Flat offered or we cannot offer you a suitable alternative, you may be entitled to cancel your booking and receive a refund unless this is the result of an event beyond our control.
You should tell us as soon as possible whether you wish to accept any change or alternative Club Flat offered or alternatively if you want a refund.
If you are booking for, as, or on behalf of a business or business employee, that business shall indemnify us 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 us arising out of or in connection with your, 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, our 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 us under your booking.
Whilst we endeavour to provide reasonable security and make available safes in all Club Flats, Club Flats are not designed as high-security areas for the safekeeping of expensive or precious items or large quantities of money. Please ensure that all items of value are always stored securely and not left unattended. To the extent permissible by law, we will not be liable for any loss of or damage to any property brought onto the Property. In the event that we are found to be liable for any such loss or damage, we shall not be liable for such loss and damage to an amount exceeding the statutory limitation available under applicable law (including, without limitation, the Hotel Proprietors’ Act 1956). We always recommend that you have appropriate insurance in place for any valuable items.
In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.
Your Club Flat will be cleaned weekly. The day your cleaning is scheduled will be advised on arrival. Weekly housekeeping includes linen/towel change and general cleaning. Housekeeping Lite is available on our App and may be subject to Additional Charges depending on the rate plan you have booked.
Routine maintenance is carried out regularly by our management team; however, occasionally we may need access to your Club Flat to carry out essential maintenance. We will normally give you 24 hours’ notice, except in the event of an emergency during which we would require immediate access.
Where access is available in Club Flats, superfast Wi-Fi is complimentary. Information about Internet access will be provided at time of booking, on our App and on arrival. Access is subject to the TOH Acceptable Use Policy. At peak times the bandwidth available for connection to the Internet may be under pressure due to the number of people connecting to the Internet, both internally and externally. TOH recommends that activities requiring increased bandwidth such as video conferencing and streaming is limited at these times.
Support service is available to assist Residents connecting to the internet but if in TOH’s opinion the fault is deemed to be with the Resident’s equipment, no support can be provided. Residents must not interfere, move or disconnect any equipment relating to the provision of the internet access and must not use the connection for any illegal or immoral purpose (including but not limited to file sharing) and TOH reserve the right to pass on any record to the authorities should TOH be made aware of any such use.
TOH reserves the right to disconnect a Resident at any time without notice if, in TOH’s opinion they breach any of these terms and conditions or are deemed by TOH to be drawing excessive bandwidth to the detriment of other Residents at the Property.
You acknowledge that it is your responsibility to ensure that any devices you use are adequately protected from viruses and other malicious programs.
Residents will be provided with access to the property and the Club Flat via the App. Should you require a digital key, these can be provided on request. It is your responsibility to ensure that you are in possession of these at all times and that they are returned at the end of your stay. An additional charge will be made for replacements if we are required to provide access due to lost or forgotten keys.
We will make every effort to ensure that Residents enjoy a peaceful stay, however, we cannot guarantee or be held responsible for any failure or interruption of services to the Club Flat or the Property, including electricity, air conditioning, water or any damage to telephone, broadband/ internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption, we will endeavour to rectify such services within a reasonable period of time.
All Club Flats are occupied as serviced flats and are only to be used as temporary or holiday accommodation for you, or your organisation. They are not for use as the principal, additional home or residence of Residents; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship between landlord and tenant is created, and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the Residents have the right to stay at the Club Flat.
These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended). We cannot guarantee an exact Club Flat number prior to arrival. The maximum Residents in a Club Flat is determined by the number of beds in the Club Flat. If the maximum number is exceeded, then we may refuse access to the accommodation and/or reserve the right to charge for additional Club Flats.
Residents are expected to comply with any regulations for use of the Club Flat. These are available on the App. If any Resident breaches any of these conditions or the regulations, we reserve the right to request a Resident vacate their Club Flat immediately without refund.
Smoking is not permitted in any Club Flat or part of any Property, this includes the use of electronic cigarettes. Smoking in the Club Flats or in the hotel outside of the designated areas will result in an Additional Charge; see Clause 4.3.
Pets are allowed in certain allocated Club Flats, providing notice is given and a deposit is taken in lieu of any cleaning or damages made by pets. Should your pet become a nuisance to any other Residents we reserve the right to refuse the pet or insist on its removal from the Property. No refunds or cancellations will be permitted, other than in accordance with these Terms and Conditions, following such refusal or removal of a pet.
You acknowledge and agree that Residents are responsible for the acts of their pets and you agree to indemnify us in respect of any and all losses or damages we may suffer as a result of the actions of the Residents’ pets.
Residents are required to behave in a responsible manner, respect the Club Flat, the Property and their fellow Residents and keep noise to a minimum between the hours of 10 pm and 7 am. This includes causing any sort of nuisance or disruption to fellow Residents or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Residents are not permitted to use the Club Flat for any illegal or immoral purposes. An additional charge may be made if the Management Team is called in response to a nuisance complaint.
In order to ensure the safety of all our Residents, bookings may not be accepted from any Residents under the age of 18 unless there has been prior agreement in writing directly with the property. We require that there is at least one person aged 18 or over travelling with any child and be residing in the same Club Flat, interconnecting room or cluster room unless by prior agreement. Proof of identification and date of birth may be requested on arrival and if not presented on request, we reserve the right to cancel the booking.
Residents are responsible for their Visitors and must ensure that, to the extent applicable, their Visitors comply with these terms and conditions. Non-residents will not be allowed access to the Club Flats after 11 pm and we operate a strict no party policy.
Residents are required to keep the Club Flat, furniture, fittings, and effects in the same condition as on arrival. Inventories and condition reports can be provided at the start and end of the stay, if required, at an additional cost. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the Club Flat will be charged in full. In the event that these are discovered after departure, we will notify you or the booker within 7 days of departure with full details and where possible photographic evidence. We reserve the right to charge the card payment details provided and pre-authorised at the time of booking where you or a Visitor causes damage of any kind to the property or the Club Flat.
We expect the Club Flats to be left in a reasonable state of cleanliness and order on departure. An Additional Charge will be made for extra cleaning or specialist cleaning to return the Club Flat to a fit state for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs. Cleaning, specialist treatment charges where more than routine cleaning is required will result in Additional Charges; see clause 4.3.
Lost Property, with a deemed value in excess of £25, will be kept on-site for a period of three months, after which time if it has not been claimed, it will be given to Charity, recycled or disposed of. TOH is happy to arrange for the return of Lost Property. There is no charge for this service with the exception of the cost of postage and packaging. Email email@example.com
Where facilities are available and at the owner’s risk, storage of luggage may be provided at an Additional Charge.
We are responsible for our own operated Club Flats, subject to the following conditions.
All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place. However, nothing in these terms and conditions will affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.
Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to our acts and/or omissions in breach of these terms and conditions or any other obligation which arises in connection with these terms and conditions.
Subject to the limitations set out in these terms and conditions (including, without limitation, in clause 10) and to the extent permitted by law, we shall only be liable to you up to an aggregate amount of the aggregate cost of your reservation as set out in the Booking Confirmation (whether for one event or series of connected events).
However, and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for:
- Any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim
- Any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the accommodation as made available on our Website or the App
- The services rendered or the products offered by the supplier or other business partners
- Any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our website
This is whether due to legal acts, errors, breaches, gross negligence, wilful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the accommodation, our acts or omissions or any of our other business partners (including any of their employees, directors, officers, agents, representatives or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the website, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.
We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained in our Club Flats. We also welcome feedback from our Residents and ask them to complete a Resident satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.
We aim to deliver the best possible service, in the unlikely event we fall short of your expectations we want to hear from you. You can contact us via our House Jacks in the Property, or by emailing us at firstname.lastname@example.org. We aim to acknowledge any complaint within five working days.
We reserve the right to change these conditions from time to time. If Residents are in breach of any of these conditions, we reserve the right to request that Residents vacate their Club Flat immediately.
We will not be in breach of these terms and conditions or liable for any failure to perform any of our obligations under these terms and conditions or which otherwise arise in relation to your booking due to any event, act, omission or accident which happens which is beyond our reasonable control including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of civil disobedience, riot or terrorism, interruption or fire (except where caused by our acts or omissions) or failure of (except where caused by our acts or omissions) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise or any delay in us enforcing any of our rights or remedies shall not be construed as or deemed as a waiver by us of any of those or any other rights or remedies.
These terms and conditions are between you and TOH. No other person shall have any rights to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999 (or otherwise).